About This Handbook

UITS Mission

UITS Values

About This Handbook

TThis handbook contains information about working conditions and the policies affecting consultant employment. It describes many consultant responsibilities and outlines the programs developed by Technology Center Consulting(TCC) to benefit employees. Consultants are required to read, understand, and comply with all provisions of this handbook.

The policies in this handbook have been established in conjunction with those found in the Code of Student Ethics and the Student Employment Handbook. In addition, a number of lab specific procedures are outlined on the Technology Center Consulting (TCC) internal web pages. No employee handbook can anticipate every circumstance or question about policy. This handbook represents only a portion of University Information Technology Services' and Indiana University's hourly personnel policies and procedures and does not change the authority or intent of policies approved by the Board of Trustees. A complete set of Trustee approved policies is available for review at the Indiana University Personnel Department and at the office of the Board of Trustees. This handbook is not intended to create a contract of employment, nor is it intended to serve as a substitute for ongoing communications between consultants and supervisors. As Technology Center Consulting (TCC) continues to change to meet the needs of Indiana University, Technology Center Consulting (TCC) reserves the sole right to change or revise the policies in this handbook at any time in order to retain the necessary flexibility in administration. Whenever possible, Technology Center Consulting (TCC) will attempt to notify consultants in advance of these changes.

Job Description

Under general supervision, TCC consultants

• Provide technical assistance in the UITS Consulting Services Mission areas on a demand basis.
• Provide direct assistance to customers of the student computing labs for questions relating to software, hardware, and computer peripheral equipment.
• Maintain lab environments that support the academic mission of IU students
• Provide direct assistance to campus housing residents in acquiring and maintaining their network connection to IU's computer network.
• Provide assistance to campus housing residents in the security of their personally owned computers which includes the removal of malicious software and installing anti-virus software.

In addition, consultants are required to demonstrate exemplary interpersonal communication skills and professionalism at all times, and support and comply with all IU, UITS and TCC policies and procedures.

Consultant Responsibilities and Duties

• Answering customer questions regarding hardware, software, and supplies
• Monitoring TCC lab equipment and supply conditions during assigned shifts
• Participating as a team member to provide operational information to UITS regarding customer needs and conditions of hardware, software and supplies in the labs
• Assisting efficient customer access to equipment by administering procedures and policies
• Performing walks through the assigned labs every 15 minutes and checking destination labs once every two hours if applicable
• Stocking printers with paper and changing toner cartridges, as needed
• Maintaining the lab in a clean, academically conducive condition
• Entering customer contact counts regularly during assigned shift.
• Using the TCC online chat during shifts to communicate with and help answer other consultant's questions
• Reading announcements posted to the TCC OneStart Intranet web pages during every shift
• Reading work related electronic mail a minimum of once every 48 hours
• Completing assigned training projects
• Assisting the TCC consultant supervisors with projects, as requested
• Attending meetings as scheduled

• All open PIE tickets are the responsibility of the consultant on duty; consultants should contact all customers with open tickets during their shift and make appropriate notes on the ticket
• Installing spyware and virus removal software, as well as the removal of harmful programs and files that threaten security
• Assisting residents with their Ethernet network connection
• Creating, monitoring, and updating customer assistance requests and information in the PIE Ticket and Student Technology Centers Problem Reporting systems

Qualifications

• Proactive customer service attitude
• Strong organizational and interpersonal skills
• Professional attitude and demeanor
• Excellent written and verbal communication skills
• At least one year related customer service experience
• Computing skills across the Windows and Macintosh platforms, including operating systems and applications
• Must commit to working required 12 hour minimum per week
• Full-time student of IUB

Payrate

Technical Team
After 1 full semester of employment, consultants are eligible to apply for a position on the Technical Team. Technical Team members are paid $9.00 per hour. Technical Team members are scheduled to work in residential and IC shifts only. Graveyard shifts, those between midnight and 8am, pay an additional $1.00 per hour.

Indiana University part time hourly staff are paid on an hourly, bi-weekly basis, with no remission of academic fees and no commitment to continuous employment.

Term of Employment

Academic Semester Employment
Employment with TCC is on a semester basis only. The semester employment period begins on approximately the first day of the semester and ends the day preceding the last day of finals.

Summer Employment
The position will begin at an announced date before the start of the first summer session and will terminate at a date to be announced each year, usually the last day before fall classes begin. During the summer, the number of staffed labs and open hours are greatly reduced, thus decreasing the number of consultant staffing hours available. No new consultants are hired for summer employment so that all rehired consultants can be given the required minimum of 12 hours per week. To receive a permanent summer schedule, consultants must be available to work both Summer I and Summer II.

Academic Break Employment
During academic breaks, TCC reduces consultant staffing by approximately two thirds. Consultants who own shifts on the permanent semester schedule that will be staffed during a break are responsible for working the shifts or subbing them out. Failure to show up for shifts or sub them out during breaks will result in attendance points being assigned for the semester in which the break occurred. All attendance points assigned during the winter break will be added to the fall semester's attendance record.

Immigration Law Compliance

To be eligible for employment, International students with a J1 Visa are required to get a Work Authorization from the Office of International Affairs at the time of employment with TCC. International students with F1 Visas are not required to have Work Authorizations.

Rehire Request

Personal Data Updates

Personal Electronic Mail Headers/Signature Lines

TCC consultants, consultant supervisors, and administrative staff use the e-mail personal mail headers to sort incoming mail in a timely fashion. Therefore, it is mandatory that consultants use their full name at the beginning of their e-mail personal mail header. In this way, everyone receiving mail from consultants and TCC staff can tell when the message arrives who sent it. Consultants should feel free to put professionally acceptable nicknames, sayings or whatever after their names, as long as the full name is first on the email personal header.

If TCC hourly staff chooses to attach an e-mail signature line which includes a reference to their employment as UITS TCC employees to mail messages, the signature line must be omitted when posting to newsgroups or any other location where the consultant is espousing personal opinion. Consultants' views on topics are not the same as UITS's or TCC's and should not be represented as such through the inappropriate attachment of signature lines to these postings. Experience has shown disclaimers added to signature lines that show affiliation by employment are not enough to keep the reader from assuming the writer is speaking for the employer; therefore, employment is to be omitted as stated above, rather than disavowed.

Timekeeping

Breaks & Step Out

Breaks

Any time consultants leave a lab for personal business they are required to use the "Break Out and In" function in the PIE. Consultants working four consecutive shift hours are provided with 15 minutes of break time. Consultants working six or more consecutive shift hours are provided with 30 minutes of break time. Breaks can be taken all at once or in any increment as long as the total break time is not exceeded. Care should be taken not to leave on extended breaks when the lab is extremely busy. If an extended break must be taken, the consultant should call the Lead to cover while the consultant is away. Breaks cannot be started during the first or last hour of any shift.

If a consultant is gone for more than the designated break time, attendance points will be assigned. There are many times during a shift when it might be necessary for a Consultant Supervisor to contact a consultant, especially when a call is received from a lab customer saying no consultant is working in the lab. In these situations, the Consultant Supervisor will first check the PIE break screen to see if the consultant is on break and when the break will be over. In this way, the customer can be told when the consultant will return. If the consultant fails to use the PIE to break out and back in to shift, the Consultant Supervisor has no choice but to go to the lab to look for the consultant and to help the customer.

'Stepping Out'

Step-out For Personal Reasons Consultants are not required to use their break time to use the restroom. However, consultants should use the step-out function in the PIE to identify their whereabouts. Restroom step-outs should be short, preferably less than 10 minutes. If the consultant anticipates a longer step-out will be necessary, they should contact the Auditor.
Step-out For Work-Related Functions Consultants should use the step-out function in the PIE when checking destination labs or infostations.

Destination Lab Step-Outs

For academic labs, when consultants are checking on destination labs, the following protocol should be followed in order to accurately document consultant locations in the PIE:

1. Consultants should step-out of their Base Lab as currently required for Destination Lab #1.
2. Arrive in Destination Lab #1 (Don't step in yet!),  Perform walkarounds, cleaning, customer service, observations, supply reports, troubleshooting, etc.
3. If you are returning to Base Lab, "DO NOT" step back in until you arrive back to your Base Lab.  If you're not returning to your Base Lab, proceed to next step.
4. As you prepare to LEAVE the lab, do the following.  First, step in, THEN IMMEDIATELY step out to Destination Lab #2.
5. Arrive in Destination Lab #2.  Repeat processes 2 thru 4 until  you arrive back to your Base Lab.
    

Appointment Step-Outs, then checking a Destination Lab

There are occasions when a consultant has stepped out to go on an Appointment, and then decides to check a destination lab before returning to their Base Lab.  Example: The Read consultant steps-out to go on an appointment at University East.  When the appointment is complete, the consultant decides to check the destination lab in University East (UE020) before returning to their Base Lab.  The following protocol should be followed in order to accurately document consultant locations in the PIE:

1. Consultants should step-out of their Base Lab using the Appointment Step-out.
2. When the appointment is complete, the consultant should travel to the destination lab, FIRST step-in, THEN IMMEDIATELY step-out to the Destination Lab they are currently present in.
3. After completing the Destination Lab check, the consultant should return to their Base Lab and step-in.

Any consultant found to be abusing the 'Break' or 'Step Out' policy by either taking too many emergency breaks or not breaking out using the PIE when leaving the lab will face disciplinary action up to and including suspension or immediate termination.

Paydays

All IU part-time employees are paid biweekly every other Friday. Each paycheck will include earnings for all work performed through the end of the previous payroll period. The pay periods start on Sunday at 00:00:00 and end two weeks later on Saturday at midnight. In the event a regularly scheduled payday falls on a holiday, hourly employees will receive pay on the day prior to the beginning of the holiday.

All IU employees are required by IU policy to have their pay direct-deposited to their bank accounts. Direct-deposit forms must be completed at the time a consultant is hired. If there is a delay in the processing of direct-deposit, consultants will be notified via email.

On paydays or at any other time, all IU employees can view their direct-deposit statements electronically by clicking on the Services tab in OneStart and accessing Employee Center (left sidebar), then Payroll Information - Current Paycheck - 'View'. Changes to an already established direct-deposit can be made at this web site as well.

Consultant Awards and Recognition

Consultant of the Month (COM)

Four consultants are selected per month to be honored as the Consultant of the Month. When selecting the consultants of the month, TCC staff takes into consideration the following:

• Length of service (must have at least one semester of consultant experience)
• Work attitude and work ethic
• Job performance
• Customer Service
• Technical knowledge
• Attendance (including number of shifts subbed out and into)

Honorable Mention (HM)

Four consultants are chosen per month to be recognized with the Honorable Mention award. When choosing the consultants for Honorable Mention, TCC staff takes into consideration:

• New consultants (first semester)
• Work attitude and work ethic
• Job performance
• Customer Service
• Technical knowledge
• Attendance (including number of shifts subbed out and into)

Based on the criteria outlined above, the TCC staff will select four Consultants of the Semester. Recipients will be chosen from that semester's Consultant of the Month and Honorable Mention honorees. Each COS should, without a doubt, demonstrate strengths in all areas and show a strong devotion and dedication to the consultant position. The COS honor will be given to consultants who are dedicated to providing high quality customer service in a technology environment as proven through work performance and attendance over the entire semester. Due to reduced staffing and shorter sessions during the summer, two Consultant of the Summer and two Honorable Mention awards will be given. The recipients of the summer awards will be selected from the entire consultant pool.

Worker's Compensation

In order to collect Worker's Compensation, the injured individual is required to go to the IU Health Occupational Services located at 326 S. Woodcrest Drive (the street on the west side of the Sprint building, south of East 3rd Street) to obtain a physician's statement regarding diagnosis, treatment, and permission to return to work. IU Employees are to use the "IU Employee/Rebound" entrance to the facility. If the IU Health Occupational Services is closed or if the injury results in a need for critical care (the employee is taken to the Emergency Room in an ambulance), the injured employee is required to report to the IU Health Bloomington Hospital Emergency Room. ALL non-critical injuries occurring between 8am and 8pm MUST be treated at the IU Health Occupational Services.

The IU Health Occupational Services and IU Health Bloomington Hospital Emergency room are the only two acceptable choices for having an injury evaluated. Going anywhere else will invalidate eligibility for worker's compensation. It is essential the employee obtains a physician's statement from the IU Health Occupational Services or emergency room and submit it to the TCC Assistant Manager or Consultant Coordinator, to insure the claim is properly handled with the greatest benefit to the employee. They will subsequently submit the physician's statement and a completed Worker's Compensation form with the employment and accident details to Risk Management.

TCC hourly employees should follow this course of action even if there appears to be no serious or long-term injury in order to remain eligible for full benefits under the Worker's Compensation policy. Failure to report an injury may result in the injury or subsequent injury-related problems not being covered by Worker's Compensation.

Training

TCC Training

In an effort to keep consultant skills up-to-date, TCC offers online training materials and required training projects. The TCC training projects offered through Oncourse are tailored to cover applications consultants need to know and are designed to be fun for consultants to do. Oncourse trainings will be assigned on a regular basis and consultants are expected to finish these training projects within the designated time limit.

Required Customer Service and Understanding Sexual Harassment Training for Consultants

During every fall and spring semester mandatory IUB Human Resource training sessions are conducted. There are two sessions, one covering Understanding Sexual Harassment and the other covering Customer Service. Both sessions are mandatory for all new consultants. Failure to attend will result in progressive discipline being assigned and, if missed the second time the training is offered, could result in termination.

UITS Information Technology Training and Education (ITTE) Classes

The UITS Information Technology Training and Education group offers many instructor-led, hands-on workshops covering a wide variety of topics. Student Technology Education Programs (STEPS) classes are open to students, faculty and staff at no charge. STEPS Workshops are free to UITS employees (limit of 3 per academic year) and students and are offered for a fee to faculty and staff. A listing of the classes and workshops can be found in the IT Training and Education catalog and published on the web Computing Education Catalog. Consultants and customers can pick up a catalog in any TCC.

Personal Distractions on Shift

In addition, the special equipment located in the student computing labs is NOT to be used for personal use by consultants on shift. Consultants are to remain proactive in assisting customers in the labs and in performing other TCC duties as outlined in this handbook.

Consultants who are dating, living with or married to other consultants need to be especially aware of their behavior when on shift.

Consultants are not allowed to launch or view pornography while on shift. Consultants who are in violation of this policy may be suspended or terminated immediately.

Staff who notice infractions of the above policies will document the event as a Professional Development Issue(PDI) in the consultant's Performance Record. The Consultant Coordinator reviews and finalizes all submissions.

Maintaining a Positive Work Environment

Types of Harassment and Inappropriate Behavior

Sexual Harassment

• submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment or academic advancement
• submission to or rejection of such conduct by an individual is used the basis for employment or academic decisions affecting the individual
• such conduct has the purpose or effect of unreasonably interfering with an individual's work or creating an intimidating, hostile, or offensive working environment
• such conduct continues after a request to stop by the target of the harassment has been stated

Discriminatory Statements Based on Race, Sex, or Sexuality

Personal Attacks and Gossip

Reporting Incidents

Personal Appearance

Consultants are expected to dress for effectiveness and professional appearance while on duty. Consultant clothing and hygiene should be clean, free from foul odors and should not distract customers from their purpose of seeking help. Clothes with holes, short shorts, mini-skirts, pajama pants and exposed underwear are examples of non-professional clothing that should not be worn to work. If consultants are in doubt about an article of clothing, they should not wear it until they check with an administrative staff member regarding appropriateness.

Personnel reporting for work in violation of the personal appearance policy will be told by a consultant supervisor or administrative staff member to clock out and go off shift until appropriate clothing can be obtained. Attendance points will be assigned based on the amount of time the staff member is gone from shift.

UITS ID BADGES

• Consultants are REQUIRED to wear their official UITS ID Badge to all shifts. If consultants come to shift without their UITS ID badge, they are required to return home to get their badge, points will be assigned as per the length of time it takes, and a professional development issue and no’s will be entered into their Performance Record.
• ID badges MUST be worn from a chain around the neck or clipped onto the shirt at the heart level. It is unacceptable to wear UITS badges clipped to pants pockets or at the bottom of the shirt. They simply are not visible when worn in those locations. It is important that ID badges be prominently displayed and not lost in the folds of clothing or facing backwards. Altering official UITS ID badges in any way is NOT permitted, including modifying the picture. TCC ID badges come equipped with a list of important phone numbers on the back. This list should be maintained and replaced as necessary.
• Consultants who have lost or damaged their ID badge should request a new one from assist@indiana.edu immediately. If an ID badge has to be replaced, a professional development issue will be entered into the consultant’s Performance Record.
• ID Badges (and keys) are the property of UITS and must be returned to TCC at the termination of employment.

UITS SHIRTS

• TCC consultants are required to WEAR their official UITS shirt during ALL SHIFTS, FROM CLOCK IN to CLOCK OUT. By wearing your UITS shirt to shift, you will be appropriately dressed for TCC shifts.
• Failure to wear your UITS shirt during shifts will result in consultants being required to return home to get their shirt, points being assigned as per the length of time it takes, and a professional development issue and no’s being entered into the consultant’s Performance Record.
• In cold weather, shirts may be worn underneath the t-shirt, but jackets/coats cannot be worn over the t-shirts in the labs (jackets/coats may be worn when traveling to an appointment or destination lab that requires you to go outside).
• Consultants are required to return their UITS shirts when they end employment with TCC (along with their ID badge and keys).

Chat Etiquette

Chat Etiquette

TCC Chat is a useful tool for consultants. Chat can be used to collaborate with other consultants who are on shift to answer customer questions. Here are some rules to keep in mind when posting in chat:

• The consultant chat area is FIRST AND FOREMOST for communication regarding TCC business.
• It is acceptable to have light, casual conversation in chat, but not full conversations about topics unrelated to the job.
• The chat must be kept relatively clear to ensure that customer questions receive a quick and complete response.
• Profanity or symbols that infer profanity are not acceptable in chat. Use of slang can also be misinterpreted. Be careful.
• Never, never, NEVER use chat to discuss religious experiences, political preferences or other controversial matters.
• Any reference to race, color, creed, gender, sexual orientation, religion, etc is inappropriate for our chat and will be dealt with severely.

General guideline: If the subject has nothing whatsoever to do with TCC and the consultant job, it's probably best to avoid discussing it in chat. Use good judgment always and if you have to think about whether it's appropriate or not, it probably isn't!

Off-Duty Behavior

Freelance Consulting

Safety Escort

The IUSA Safety Escort Department provides safe evening transportation for women and men who would otherwise be walking alone. The services will assist you in safely reaching both on- and off-campus locations.

In the late fall and winter, the van service hours of operation are 7pm to 2am* Sunday-Thursday and 7pm to 12 Midnight* Friday-Saturday.

In the early fall and spring, the van service hours of operation are 8pm to 2am* Sunday-Thursday and 8pm to 12 Midnight* Friday-Saturday.

In the summer, the van service hours of operation are 8pm to Midnight* 7 days a week.

* (The last call of the night is 15 minutes before closing.)

To request van service, call 855-SAFE. For more information see: http://php.indiana.edu/~iusase/

Motorist Assistance Program

The Motorist Assistance Program (MAP) is operated by IU Parking Enforcement. Whether consultants or customers have a dead battery, empty gas tank, flat tire or keys locked in the car, the MAP program can offer assistance. This service is available 24-hours, Monday through Friday, to students, staff, faculty, or visitors conducting legitimate business on campus. The vehicle must be in a valid campus parking space or access drive. The service is free of charge up to three (3) times an academic year. Additional requests for MAP service will be billed at an appropriate fee per call. To use this service, call 855-9849.

Shift Definition

A shift is defined as any consecutive block of time worked, beginning and ending on even hours. For example, a shift could be from noon to two, noon to four, noon to six or noon to eight. These are all considered to be one shift, whether they occur in the same or different labs, and attendance points will be assigned based on this definition. The hours must be consecutive to be considered a shift. Although TCC tries to avoid doing so, some consultants may be scheduled for more than one shift. For example, it is possible for someone to work an 8:00-12:00 shift and then come back later for a 16:00-18:00 shift. A consultant calling in sick is assumed to be calling in for all of their shifts on a given day. In this example, the consultant should be given 5 points for missing his 8-12 shift, but no additional points for missing his 16-18 shift. Residential Specific:

Residential shifts are scheduled in four hour blocks, 12 pm to 4 pm and 6 to 10 pm. Shifts must be worked in four hour blocks and cannot be broken up due to appointment schedules.

Attendance Points

All shifts begin and end on the hour, and checkins and checkouts are to be made at this time in the lab where the consultant is scheduled to work. Consultants may clock in up to 15 minutes before the start of their shift; however, they should not begin working until their shift start time. Consultants are required to arrive a few minutes prior to the beginning of the shift in order to have personal items put away and to be checked in and ready to work on time. The consultant going off duty and the customers depend on the arriving consultant to be in the lab and ready to work at the scheduled time. To maintain a safe and productive work environment, TCC expects consultants to be reliable and punctual in reporting for scheduled work. Absenteeism and tardiness place a burden on other employees, customers and on TCC. In the rare instances when consultants cannot avoid being late to work or are unable to work as scheduled, they must notify the Shift Auditor as soon as possible in advance of the anticipated tardiness or absence. Attendance points will be given for absences and tardiness. A professional development issue (PDI) will be assigned for consultants that are more than 15 minutes late to a shift without contacting the Auditor prior to their late arrival.

Consultants checked into a shift are expected to be in the lab performing TCC related work during the entire shift. If a consultant takes a break or steps out of the lab to go to the restroom or get a drink of water, the consultant is required to check out on break or use the step out option in the PIE and check back in/step back in upon returning. If a consultant is moved to another lab during a shift, the consultant must check out of the current lab using the PIE move option, and check into the new lab using the PIE move option. If a consultant is absent from a lab without the PIE showing the consultant has checked out on break, stepped away or been moved to another lab, the consultant may be terminated immediately. In addition, consultants found to be checking into shift from any location other than the lab where their assigned shift is located may be terminated immediately.

TCC has a generous 15 point attendance policy for dealing with tardiness, absenteeism and emergency subs. The attendance point progression is as follows:

 

Note: Consultants who quit to avoid termination risk not being eligible for rehire in the future.

Attendance points are reset to zero for all consultants at the beginning of each new semester.

The following chart details the attendance point breakdown.

Attendance Point Appeals

Progressive Discipline

The purpose of discipline in the workplace is to correct, mold, or improve job-related performance or behavior. Discipline is to be progressive in nature so that it uses the least severe action necessary to correct undesirable behavior and moves to increasingly severe measures only if the problem is not corrected.

In addition to being progressive in nature, it is important that the degree of discipline be directly related to the seriousness of the offense and the employee's record; should the infraction warrant it, for the employee to be terminated immediately.

TCC's system of Progressive Discipline may include:

• An oral warning
• A written warning and potentially a meeting with the Admin Team.
• Suspension or termination of employment.

Implications of Progressive Discipline for TCC

Regardless of the threat of immediate termination through Progressive Discipline, repeat offenses and frequency of offenses reflect poorly on the consultant, and weigh heavily against the consultant in probationary evaluations as well as in semester rehire evaluations. Frequent discipline entries in a number of different areas shows a pattern of unacceptable performance, and will not be tolerated, and will almost certainly result in the termination of employment during the next evaluation period.

Because Progressive Discipline is performance related, it remains with the consultant for the duration of their employment with TCC.

Whenever on duty, on-line, or in a lab, consultants are required to conduct themselves professionally and adhere to the Computer User's Privileges and Responsibilities, TCC employment policies, and lab regulations. Conduct that interferes with operations or is offensive to customers or fellow employees will not be tolerated. UITS's reaction to policy infractions while consultants are either on or off the job, may be different and in some cases less forgiving, than those of Indiana University.

It is not possible to list all the forms of behavior considered unacceptable in the work place. The examples below are illustrative of the type of behavior that will not be permitted, but are not intended to be all-inclusive. Questions should be directed to the TCC Administrative Team at tcc-admin-l@indiana.edu. The following are examples of infractions of rules of conduct that will result in disciplinary action, including suspension and possible termination.

• Insubordination - refusal to follow management's reasonable instructions concerning a job related matter
• Theft or inappropriate removal or possession of property
• Arriving for work intoxicated or on illegal drugs
• Falsification of any UITS and/or TCC record or report, such as timesheets, etc.
• Possession, distribution, sale, transfer, or use of alcohol or illegal drugs in the work place.
• Fighting or threatening violence in the work place
• Harassment - Actions, words, jokes, or comments based on an individual's gender, sexual orientation, race, age, religion, veteran status, disability, or any other legally protected characteristic
• Possession of dangerous or unauthorized materials, such as explosives, firearms, or other potential weapons in the work place
• Unauthorized disclosure of confidential information
• Viewing pornography while on duty
• Inappropriate use of University resources
• Violation of Computer Use Ethics
• Violation of Terms of Employment
• Touching others in anyway after being asked to stop
• Working more than 40 hours during a week for all IU jobs combined
• Reporting the same hours on more than one timesheet. Hours on all IU timesheets must be unique with no overlapping hours within one IU job or across more than one IU job

Grievance Procedures

Employment Termination

All consultant positions terminate at the end of the last day before the first day of the new semester.

Return of Property

Quality Customer Service

The difference between customer service and quality customer service is the level of awareness and pro-activity in evidence when customers are being served. It is not enough for consultants to wait for problems to occur or to be brought to their attention. It is every consultant's job to anticipate problems, and whenever possible, prevent them. For example, paper supplies and toner levels in the printers, server status, individual workstation configurations, etc., are conditions which can make the difference between satisfaction and disappointment for the customers. TCC works in conjunction with the Student Technology Centers group to keep the labs running smoothly. STCenters designs, equips, and maintains the labs and provides and maintains the software delivered to the labs. To assist in this cooperative effort, TCC provides STCenters with problem reports for the hardware and software in the labs in an effort to facilitate timely repairs. In addition, TCC provides consulting in the labs and through policy enforcement insures an atmosphere conducive to the academic purpose for which the labs were designed.

Customers are TCCs' primary concern, and as such, should be treated in a courteous, respectful manner at all times. It is the consultants' responsibility to assist the customers in taking full advantage of the hardware and software provided in the labs and to make customers feel welcome. Consultants should always give customers their immediate and full attention when approached with a question or complaint. Customers requesting a contact name for passing along complaints or compliments can be given the tccam@indiana.edu email address.

Set Customer's expectations - Find out what the customer wants

• Ask questions and listen - find the specific problem
• Explain what you are doing to fix the problem
• Help answer the customer's questions
• Explain what's going on when passing a question up to a Consultant Supervisor member - give the customer any contact information that you have
• Show the Customer information or how to find the solutions to their problems
• Do not accept gifts or gratuities

International Community - Be sensitive to cultural differences/nuances

Indiana University has a large number of students who are from other countries and consultants will be required to assist people who have cultural customs which are different from their own. Try to be sensitive to these nuances. A few of the many things that you might consider are:

• When two people are talking to each other, they tend to stand a specific distance apart. The distance varies from culture to culture.
• For a variety of reasons, sometimes people from other countries are not as assertive as Americans. Be sensitive to, and patient with, communication problems due to the fact that you don't share skills in one another's language. Take your time and don't hesitate to rephrase or ask for help.
• Do not point with your forefinger. In some cultures doing so is an insult. If you must point at something, use your thumb.
• Do not offer something to an international student with your left hand. In some cultures doing so is an insult

Residential Room Visit Rules - Opposite Sex Concerns

• The customer must stay in room
• The door must stay open
• Do not sit on the bed
• Be professional - watch language and comments
• Don't be afraid to leave immediately if you feel uncomfortable for any reason, but report the situation to the Auditor.

Customers wanting to make suggestions can do so by going to the Student Technology Centers Suggestion Form at https://stcweb.stc.indiana.edu/framework/apps/public/comments.cfm.

Helping Behaviors

• Acknowledge customers verbally or through eye contact as they enter the lab
• Give complete attention to the customer
• Lean forward, arms and legs uncrossed, when talking to a customer
• Look directly at the customer
• When listening give verbal acknowledgements and non-verbal feedback
• Smile
• Use open gestures and ask open questions
• Take ownership of the customer's problem
• Paraphrase or summarize back to the customer what they have said
• Say things which refer back to what the customer has said previously
• Show empathy. Express understanding of the customer's feelings
• When in agreement with the customer, say so and why
• Build on the customer's ideas, when possible
• Be non-judgmental toward the customer
• If disagreeing with the customer is necessary, give the reason first, before disagreeing
• Openly explain what is being done to solve the customer's problem
• While explaining the steps to the customer, allow the customer to do the steps necessary to solve the problem.
• Use only comments pertaining to the solution, no off-handed comments
• Show a positive energy level and make a positive impression
• Tell the customer what can be done for them, not what can't be done

Consultant Identification

Consultant Proactivity

To enhance a customer's perception of consultant accessibility, consultants should briefly acknowledge customers arriving in the lab, whenever possible. If a customer enters looking confused, the consultant should ask if help is needed. Even customers who aren't confused when they enter a lab will be reassured if they know the consultant is there and ready to help.

It is never appropriate for consultants to become so involved in what they are doing that they lose awareness of what is happening in the lab. Whether doing training, working on customer problems, or reading email the consultant should always be alert to customers. The customers may be entering the lab, needing help, breaking policies (being too loud, etc) or whatever the case may be and the consultant should always be aware of these situations and ready to take appropriate action.

Customer Education

Problem Customers

When consultants are dealing with anxious, irritated, or irate customers, the consultants should maintain a calm, professional attitude and demeanor at all times. Consultants will often encounter customers experiencing a computing problem at what the customer determines to be the worst possible moment. What sounds like a very simple problem to the consultant may feel like a life crisis to the customer. Consultants should empathize with customers by remembering what it was like when they did not know their way around computer applications and were pushing a deadline. Consultants should always be patient with customers. Patience and empathy can be invaluable when customers become anxious, frustrated or impatient. During the middle and last part of each academic semester, customer contacts are at the highest level for the year. Some of these contacts are bound to test consultants' professionalism so it is important to stay focused on the problem and not react emotionally, even when the customer is being emotional.

Consultants should always give their full attention to customers before customers have to insist on it. If a situation gets out of hand, consultants should try to break the pattern of interaction with the upset customer by politely making an excuse and walking away momentarily to:

• see if another consultant can help
• take a deep breath to regain composure
• check additional resources

If the consultant is unable to help to the customer's satisfaction, the consultant should offer to page the on-duty Consultant Supervisor member immediately. If the situation becomes threatening, the consultant should call IUPD. Often informing the customer IUPD will be called for assistance in restoring order to the lab is enough to inspire the customer to settle down or leave.

Consultants must not allow themselves to be drawn into an argument or confrontational discourse with anyone. The consultant's personal safety, as well as maintaining a productive atmosphere for the rest of the customers in the lab, is too important to allow loud or threatening customer behavior to continue.

If such incidents occur, consultants should fill out an Incident Report Form immediately after the incident has ended using the PIE Utilities option "Incident and Conflict Report" form. This report is automatically sent to the TCC Administrative Team. It is always best for a consultant to submit an incident report as failure to tell the consultant side of the story immediately could prolong satisfactory closure of the incident.

Customer Owned Equipment

Copyright Infringement

Instructional Referrals

Students taking programming classes will also descend upon the labs each semester looking for help. Again, the best way to help is to refer them to their AIs. When referring a student to their AI or instructor, it is important the consultant remain polite so the consultant's tone does not become a point of contention.

Adaptive Technology Referrals

• Braille Printing
• Tactile Imaging
• Print Media Scanning
• On-site Consulting Service
• Hardware Consultation and Training
• Software Consultation and Training
• Software Loan Program
• Desktop Computer Loan Program
• Laptop Computer Loan Program

Departmental Referrals

Before making a referral, check the UITS Knowledge Base, check the TCC FAQ, post the question to our online chat, or call the Support Center (5-6789). TCC provides a wide variety of reference and resource information for consultant use, including online lab specifics, online training materials, web resource lists, etc. If consultants have difficulty finding these resources, they should contact the on-duty Consultant Supervisor for assistance.

STCenters Request for Service

Requests for service should be submitted

• To request new software be added to the workstations in any Student Technology Center
• To upgrade software already supported in the Student Technology Centers
• Annually to request continued support for sponsored software.

Equipment Problem Reporting

Phone Techniques

• When answering the telephone, give the name of the lab, your name and ask the caller if you can help him/her. For example, "This is University Information Technology Services, Lindley Hall. My name is 'Sue'. How may I help you?"
• Always use a calm and pleasant voice.
• Maintain a professional vocabulary that is not overly technical, especially for novice customers.
• If an answer to a customer's question cannot be found, consultants can transfer the call to another lab where the answer is likely to be found or to the Support Center help line. To transfer a call, press the key on the phone that looks like a lightning bolt and then punch in the number being called. Remain on the line until the customer and the question have been introduced to the person answering the phone, and it is clear the person can help the customer. If the customer cannot be helped by the other person, the phone call still belongs to the original consultant who needs to look further for a solution to the customer's problem.
• If a caller leaves a message, make sure to record it correctly and give it to the appropriate individual.
• Never give out personal information about any TCC consultant or other staff member, including the person's work schedule. Anyone wanting personal information needs to get that information directly from the consultant or staff member.

Electronic Mail Etiquette

• Use an appropriate e-mail package.
• Exercise proper ethics when using e-mail. Do not use it to coerce or harass. Do not use it to solicit illegal commerce or unlawful acts.
• Exercise good judgment in knowing when to use e-mail. It is not a good idea to use e-mail for difficult or sensitive communications, because e-mail is too easy to misinterpret.
• Count to 10 before deciding to send a message of a controversial nature. A hazard of e-mail comes from the ease with which messages from one individual can be forwarded by the recipient to other individuals or groups. Quick deletion of any message that might embarrass the sender is the kindest course the recipient can take.
• Many people use all capital letters when conveying a message they feel is urgent and needs an immediate response, however, it is interpreted by the recipient as SHOUTING and therefore offensive. The uppercase message, rich in insistent punctuation, is strident and authoritarian. Avoid using all capital letters, if some other means of expression will get the message across.
• It is official UITS policy to neither use nor give out e-mail subscriber lists for bulk mailings.
• TCC employees must always sign their full name to messages sent from TCC lab and other official accounts, otherwise, people have no idea who sent the message.
• Reread all email at least once before sending.

Below are some guidelines for sending messages to distribution lists, before sending a message, think:

• Is this message relevant to the whole group? If it isn't, choose a narrower distribution list.
• Does the message specify relevant locations, dates and times?
• If the message is a request, does it clearly specify who should respond to the request and how and when responses should be made?
• Is the message as short as it can possibly be while remaining clear?
• Is this the most efficient e-mail format for the audience?
• Neatness counts. A misspelled, poorly worded message will cause the reader to be distracted from the real message and will reflect poorly on the sender. Because so many people will be reading the e-mail messages, every consultant should try to make sure spelling and grammar are something they are proud to call their own.
• Anything denoting swearing (#%^%&) should never be used

Dealing with Customers who are being Harassed

• Not overreact, but at the same time communicate to the customer that the consultant realizes the customer has been offended or hurt or even frightened by the message. Many customers have their name, address, and social security number on their disks and having this information in the hands of some unknown person scares customers and makes them feel the offensive message is a personal attack. Remember: "I don't know what to do" and "I cannot help you" are never acceptable responses. Talking to a consultant about the incident may be all some customers wish to do. If that is the case, the consultant should listen carefully and offer whatever comfort is possible.
• Determine if the customer has any idea who sent the message. If the customer is a student and knows who sent the message, inform the customer a formal complaint can be filed against the sender by contacting the Office of Student Ethics, 705 E. 7th St.
• Inform all customers (whether or not the perpetrator is known) a report will be filed with the policy representative for the Office of the Vice President for Information Technology (it-incident@iu.edu), including a copy of the offensive message, when available. Customers should also be encouraged to send their own e-mail report of the situation to the policy representative at the same address.
• Send a report of the situation to it-incident@iu.edu, with a cc to the TCC Administrative Team (tcc-admin-l@indiana.edu. Include in the report any information that might lead to the identification of the individual who sent the message, including a copy of the message. Also, describe the circumstances surrounding any interactions with the customer (where, when, what was said).
• If a customer is uncomfortable leaving the lab alone, please inform them of the IUSA Safety Escort Services

Customer Complaints

Consultants are responsible for acknowledging customer's with complaints, taking all complaints seriously and dealing with the complaints promptly. When approached by a customer with a complaint, consultants should always give the customer their immediate and full attention. If needed, consultants can call the Auditor for advice but the Auditor's phone number should not be given out to customers.

If a disgruntled customer would like a contact name to voice a complaint, give the customer the name, phone number and username of the TCC Assistant Manager or Manager. This information can be found in the TCC Intranet > TCC Content > TCC General > "Yellow Pages".

Media Inquiries

Immediately refer all calls from the Indiana Daily Student (IDS), the Herald-Times (H-T), the Indianapolis Star, or other media reporters (including representatives of computer, vendor, or higher education publications), as well as reporters from radio, TV, or Internet outlets to a member of the Admin team. Please promptly notify a member of the Admin team of any requests for information.

Under no circumstances should staff speak with the media about UITS or related matters.

Note: Reporters can be very persistent and often intimidating. Promptly connect them to a member of the Admin team. If a reporter persists, respond with: "I do not have the information you need, but I will put you in contact with someone who is in a position to best answer your questions."

Posted Lab Policies

When customers are in the labs, they are required to comply with all lab policies. These policies, for the most part, should be posted on the bulletin board of each lab. If consultants think a sign is missing or if a sign needs to be replaced, the consultant should contact the on-duty Auditor.

In order to maintain a positive working environment in the labs, consultants are required to enforce lab policies when they are on shift and to personally follow all lab policies while on and off shift. If a consultant has done everything possible to get a customer to comply with lab policies and the customer still refuses, calling the Auditor and campus police are both appropriate actions.

The Labs are Quiet Zones

Children in the Labs

Group Work in the Labs

If a group of students refuses to leave a non-group work lab, the consultant should remind them that if they stay, they are not allowed to remove chairs from operational workstations in order to gather around one computer, they must keep their voices low when talking to each other and they cannot block the aisles with their bodies, backpacks or chairs when consulting with each other. If a consultant is having difficulty helping the group members adhere to the rules, the consultant should check with the Consultant Supervisor for "crowd control" training.

If a single student is monopolizing a group workstation and a group is waiting, the single student should be asked to move to a non-group workstation. If the student states the other members of his/her group are on the way, the student should be told the group must be there within 15 minutes or the workstation will be given to the next group waiting for a group workstation.

Facilitating Customer Access

• Proactively walk around the room every 15 minutes.
• Notice anyone doing non-academic work and anyone suspected of not being a student or otherwise affiliated with IU.
• If there are customers in the lab doing non-academic work, the consultant on duty should announce to the room that customers are waiting to use the computers and ask that anyone doing non-academic work either switch to academic work or give up their seat to the next customer waiting in line.
• If there are customers suspected of not being affiliated with IU in the lab, an ID check should be conducted. The consultant should first announce an ID check will take place and then wait 5 minutes before starting the check to give time for people who should not be there to leave. During the ID check, anyone who does not have a valid IUB faculty, student, or staff ID must produce some other form of picture ID and log into a valid IUB account with the same name. Consultants should tell customers who cannot show appropriate affiliation with IUB to leave the lab. If the person refuses, the consultant should call the on-duty Consultant Supervisor for assistance.
• Students waiting for computers should be allowed to use any newly-vacated computers based on the order the customers entered the lab.

Non-IU Affiliated Access

Libg accounts are fully functional ADS accounts that have internet access. They can be obtained in any campus library, though the primary source is the East Tower circulation desk in the Wells Library. The Libg accounts may only be used on workstations in the libraries. Libg accounts remain active for 30 days and can be used at all IUB campus libraries. The accounts DO NOT include printing. A supplemental printing allotment may be purchased at the UITS Support Center. A supplemental allotment provides 100 pages of black & white printing for $4. The Libg accounts may not be used in TCC labs or at UITS Infostations, nor does it enable you to connect your laptop to the network. Requests for access to IU resources should not be referred to the Library, unless they explicitly want to use Library resources. People cannot have access to IU resources unless they are registered at IU, employed by IU, or attending an IU-sponsored event for which the organizers arranged and paid for temporary accounts. No sanctioned mechanism currently exists for the casual visitor who wants to use IU technology resources.

Pornography

• Customer is observed viewing child pornography
• Customer's bodily fluids are or may be involved
  

• Sometimes the simplest approach to dealing with customers viewing what appears to be pornography in the labs is the best approach. If a computer is available, consultants should take the "Consultant on Duty" sign and place it on top of the computer next to the person viewing the pornography. Once this is done, the consultant should sit down at this 'new' consultant workstation and continue doing consultant work. Often the customer will leave rather than sit next to the consultant. However, if the customer viewing the pornography moves to another workstation, the consultant should again move to a workstation next to the customer.
• Even when a consultant is not sure the material in question is pornographic, sometimes the consultant is sure the customer is doing 'non-academic' work in a student computing lab. These situations should be handled as incidents of 'the use of university resources for non-academic work'. Consultants should take the same approach as they would use for a customer doing other non-academic work, ask the customer to switch to academic work or leave the lab. If the customer does not comply with the request, the consultant should call the on-duty Consultant Supervisor for assistance. After the situation has been resolved, the consultant should complete an Incident Report Form from the TCC internal web pages. This form will automatically be sent to the TCC administrative team and appropriate support staff.
• It is standard lab policy that any audible sounds from a computer MUST be played through a set of headphones. No matter what is being played, it could be disturbing to other customers. If a consultant encounters a customer playing sounds, including pornographic sounds, without headphones or too loudly through headphones, it is the consultant's responsibility to inform the customer of the "no audible sounds policy" and help the customer turn off the sounds. If the customer will not comply, the consultant should call the on-duty Consultant Supervisor for assistance. After the situation has been resolved, the consultant should complete an Incident Report Form on the TCC internal web pages
• If a consultant is dealing with an incident involving pornography or sexual harassment and feels incapable of handling the situation, the consultant should immediately call the on-duty Consultant Supervisor for assistance. It is better to admit the need for assistance than to ignore the incident. As with other incidents, if consultants on some shifts ignore the behavior, the same behavior will happen again on someone else's shift and the customer will try to break the policies saying other consultants endorsed the activity by not stopping it in the past.
• Consultants should take all complaints seriously. It doesn't matter if the consultant thinks the material is pornographic or offensive, is sexually harassing, or is creating an intimidating environment in the student computer lab. The customer's perception of the situation should be reason enough for action. It is the consultant's responsibility to acknowledge the customer and deal with the complaint. All complaints should be handled professionally and help should be sought when needed.
• If a student says the pornography is being viewed or printed for a class, stop the activity and inform the student the professor who made the assignment must e-mail a class roster to the TCC Administrative team tcc-admin-l@indiana.edu before the student's activity will be allowed to continue.

Food and Drink in the Labs

Food and drink is allowed in TCC labs. The only exceptions are when building policies prohibit food and drink. Building policies always supersede TCC policies. Spills in the labs resulting in spots on the carpet or damage to equipment should be reported using the Problem Report system.

Consultants are not allowed to have food in the labs while on shift. Eating while working and having food sitting out at the consultant station does not look professional and it puts a barrier between the consultant and the customer.

Consultants are allowed to have covered drinks in the labs, as long as the drinks are not sitting on the consultant desk. Consultants who bring drinks to work should place them in a desk or file cabinet drawer, but not on the desktop. Consultants who are found with food on shift will receive a Professional Development Issue documented in their Performance Record.

Tobacco Products in the Labs

The use of tobacco products in the work environment is unprofessional and shows poor judgment on the part of any employee engaged in its use while at work. Consultants found smoking, chewing or snuffing tobacco while in a lab, either on or off duty, will be told to stop immediately and will be assessed discipline which may lead to termination.

Consultant and Customer Phone Usage

The phones in the labs are paid for by Student Technology Fee funds and are, therefore, technically available to the customers using the labs. When TCC is not staffing the labs, customers use the phones whenever they want and for as long as they like. Once a consultant comes on shift, it is often difficult for customers to understand the phones should be treated as business phones until TCC staffing ends for the day. When a customer approaches a consultant and asks to use the phone, the consultant should inform the customer that the phone is only available for 5 minute or less emergency calls or calling for a ride, especially after dark. Unfortunately, each customer will define emergency differently and, therefore, the consultant on duty will have to sometimes make judgment calls. A customer wanting to call another student or a professor for an assignment could probably be considered an emergency, if the call is limited to 5 minutes this should not be a problem. A customer wanting to order a pizza or call a friend to chat is not an emergency and the customer should be denied access to the phone.

The first time consultants work in a lab, they should become familiar with the location of public phones nearest the lab in order to direct customers away from lab phones during staffing hours and toward an acceptable alternative. In addition, Customers calling into the labs for assistance should be referred to the Main Library Information Commons consultant at 855-3802 or the Support Center at 855-6789. Non-IC lab phones should not be tied up with customer calls.

Customer and Consultant Cell Phone Usage

Consultants are not allowed to receive or make cell phone calls (or text) while on duty and should make a point of turning their cell phones off before the beginning of each shift. The labs are quiet zones and the consultants, as role models for lab behavior, should set a good example by keeping their cell phones turned off and out of sight while in the labs.

Audio Distractions

The only exception to this rule is when the labs are not busy and the consultant wants to learn a software application that requires audio transmission, such as Variations, Finale. In these cases, headphones may be worn, however, it is mandatory the headphones be removed every 15 minutes so a complete walk through of the lab can be done to make sure all customers are getting the assistance they need. If a Consultant Supervisor or Administrative team member finds an on-duty consultant wearing headphones and there is no indication the consultant was using the headphones to do work-related training or the lab is too busy for the consultant to be doing training, a Professional Development Issue will be documented in the consultant's Performance Record.

Customers listening to audio are required to use their own headphones. If the customer is not aware of how to connect headphones to the computer, the consultant should assist with this process.

Server Software Usage

Customers wanting to use software only available in specific labs must go to that lab to use the software. Consultants are NOT allowed to log customers (or themselves) into another lab's servers in order to access software not available in the lab in which they are working.

Unattended Open Accounts

• Write down the customer's username and the name of the account(s) (Webmail, OneStart, steel, etc.), then log the customer out of the account(s) immediately.
• Log into Onestart and under TCC Content > TCC General - TCC Tools and Forms > choose "Account Check".
• On the Account Check web page enter the customer's username in the appropriate box.
• From the pull down menu select the location where the open account was found.
• Check the appropriate boxes next to the type(s) of accounts found open.
• Press the submit button. The message the customer receives is sent by "acctchk" and does not indicate which consultant sent it.

Below is a sample of the message sent by acctchk:

Date: Wed, 4 Jun 2006 08:15:37 -0500 (EST)
From: acctchk@indiana.edu
Subject: Open Account Warning Message

WARNING:
On Wednesday June 04,2006, one or more of your IUB computer accounts

Webmail
OneStart

was left open in Fine Arts 137. The consultant on duty closed your accounts at about 3:59pm and is sending you this message.

If you are sure you logged off, this could mean others have gained access to your IU credentials (username and password). We strongly encourage you to immediately reset your password/passphrase. For information on how to reset your passphrase see http://kb.iu.edu/data/atay.html
Forgetting to log off not only puts your personal data and reputation at risk, but it can also pose a risk to the entire network. You will be held responsible for any activity that happens on your account if it is left open and unattended, including printing charges. The IT Policy Office reserves the right to disable any account that is left open and unattended, especially if additional incidents occur.

REMEMBER:
For your own protection, always log out of all your computer accounts before leaving any workstation. For more information please refer to http://kb.indiana.edu/data/aivs.html.

Sincerely,

TCC

Compromised Accounts

If customers suspect their accounts have been compromised, either because they left the account open in one of the labs or someone cracked their password, two things need to happen as soon as possible.

• The customer's password should be reset immediately, either by visiting the Support Center or by using the passphrase.iu.edu utility.
• A message describing the problem should be sent to it-incident@iu.edu

Lab Security

Lab Windows

Alarms

Consultants should help customers move away from windows and into interior hallways when tornado warning sirens sound. If time allows, the consultant should quickly escort everyone down the stairs (do not use the elevators) to the lowest floor, if it can be done without passing windows. Customers should be moved to interior walls or windowless halls/stairwells/bathrooms on the current floor, if windows are in the passageway to the lowest floor. Be sure to get as far away from glass and windows as possible. Weather can be checked on the World Wide Web, however, use common sense when deciding if there is time to do so. Do not waste time trying to figure out if the threat of a tornado is real, instead get everyone to a safe place quickly.

If a silent security or motion detector alarm goes off while consultants are on duty, most likely the first indication of the alarm will be when an IUPD officer arrives at the lab. If, for some reason consultants become aware an alarm is in process, they should not try to stop the alarm or find which machine is causing the problem. The alarm sounds at IUPD headquarters and an officer will arrive at the lab to assess the situation before contacting the appropriate people to reset the alarm. IUPD responds to every security alarm.

Recycling in the Labs

Lab Appearance

Lab Appearance
The labs should be quiet, clean and well organized at all times. In support of these goals, consultants should:

• Place unclaimed laser printer output in the "Recent Laser Prints".
• Recycle unclaimed laser output at the end of each day.
• Clean monitors using appropriate cleaning solution. Spray the rag and not the monitor to prevent damage to the unit.
• Clean glass on scanners using monitor cleaning solution.
• Using a dampened cloth, clean all keyboards and wipe dust from tabletops.
• Clean mice and brush dirt from mouse pads.
• Remove non-TCC signage from the bulletin boards and straighten approved signs.
• Make sure NO signage is taped to the walls.
• Check floors and tables and discard trash.
• Send a Problem Report when there are carpet stains or an accumulation of dust around printers or workstations that cannot be removed without danger of setting off an alarm.

Safety in Labs

If customers are creating a safety hazard by placing book bags in the aisles, too many people gathering around a computer causing the aisles to be blocked, etc., the consultant should approach the individual or group and request that safe lab standards be met immediately.

In the case of accidents that result in injury, regardless of how insignificant the injury may appear, the consultant should immediately call an on-duty Consultant Supervisor to report the incident. In addition, in cases of serious injury, the consultant should contact IUPD (855-4111) immediately. After an emergency situation has been brought to a conclusion, consultants are required to submit an Incident Report Form located on the TCC intranet describing the circumstances surrounding the accident and the actions taken to assist the injured parties.

Unsafe Equipment

Inventory Tracking

This problem is especially prevalent in the Business School, SPEA, and Wylie labs owned and staffed by UITS. Students from the labs owned by the Schools and staff working in the building come to the UITS labs expecting to get reams of paper to take back to the school's labs or their offices. UITS is not responsible for the School labs and does not budget for their paper supplies nor does UITS have any responsibility for departmental office supplies. Consultants should be extremely diligent about stopping anyone trying to remove reams of paper from the UITS labs. If assistance is needed to enforce this policy, consultants should call the on-duty Consultant Supervisor.

Paper Deliveries

Paper for the printers is delivered directly to the labs. Consultants on duty at the time of a delivery should follow the steps below.  Should a consultant arrive at a lab where paper has been delivered but not put away, they should also follow the steps below.

• Count the number of paper boxes to include when you update the PR.
• Stack as much paper as possible inside the storage cabinet(s). Boxes of paper that will not fit in the storage cabinet(s) should be stacked neatly in some out of the way place inside the lab. This location should be such that it discourages customers from removing full reams of paper from the labs.
• When paper deliveries arrive, the old paper in the cabinet should be removed. The new paper should be loaded into the cabinet, then the old paper should be loaded on top so it can be used before it turns yellow.
• Unsecured boxes of paper should not be opened to fill the printers. The paper in the cabinet should be used first and, as reams of paper are used from the cabinet, unsecured paper should be moved into the cabinet whenever a full box will fit.
• Update the PR with the amount of paper that was delivered, i.e. "Received 12 boxes of paper"
• Throw away the packing slips

Express Stations

Lab Lights

Lights in the labs should remain on if the lab is open and staffed. Customers may ask for the lights to be turned off, however for the sake of safety and to create a welcoming environment, the lights must be on.

Alarms

Consultants should help customers move away from windows and into interior hallways when tornado warning sirens sound. If time allows, the consultant should quickly escort everyone down the stairs (do not use the elevators) to the lowest floor, if it can be done without passing windows. Customers should be moved to interior walls or windowless halls/stairwells/bathrooms on the current floor, if windows are in the passageway to the lowest floor. Be sure to get as far away from glass and windows as possible. Weather can be checked on the World Wide Web, however, use common sense when deciding if there is time to do so. Do not waste time trying to figure out if the threat of a tornado is real, instead get everyone to a safe place quickly.

If a silent security or motion detector alarm goes off while consultants are on duty, most likely the first indication of the alarm will be when an IUPD officer arrives at the lab. If, for some reason consultants become aware an alarm is in process, they should not try to stop the alarm or find which machine is causing the problem. The alarm sounds at IUPD headquarters and an officer will arrive at the lab to assess the situation before contacting TCC. Consultants should notify the Auditor who will then file a PR and contact Logistics to reset the alarm. IUPD responds to every security alarm.

Lab Printing Policies

Consultants are required to enforce print policies in the computer labs. The policies at this URL will be updated when necessary. Consultants should check the web page periodically for changes.

Print Allotments

Special Paper

Printer Misuse

TCC Auditor

• creating the initial semester-long, permanent consultant schedule
• maintaining the permanent schedule through the processing of schedule changes
• monitoring consultants as they check in and out of shift and assigning attendance points to consultants who fail to show up for shift or arrive late
• finding consultants to work unstaffed "tcciub" owned shifts and approving consultant-to-consultant shift swaps and substitutions

In addition to the above duties, the Auditors are responsible for monitoring consultants on duty using the PIE Shifts in Progress. TCC Auditors work out of the Wells Library Information Commons and can be reached 24/7 by:

• telephone at 855-3796
• email at tcciub@indiana.edu
• radio by calling 5-6583 and entering 09114 at the tone

Due to the size of the TCC group, it is important consultants help the Shift Auditors by following attendance and other policies to the maximum and reporting any problems as quickly as possible.

Golden Rules to Live By

• Above all else, consultants' primary responsibility to the Shift Auditor is to make sure, whether through the PIE, through e-mail, or by phone, the Shift Auditor knows where individual on-duty consultants are at all times.



• If there is any doubt about how to handle a specific Shift Auditor related situation, be it attendance, a sub request, or otherwise, the consultant should contact the Shift Auditor immediately. A Shift Auditor is on duty 24 hours a day, 7 days a week and is always willing to help consultants in any way possible with schedule related problems.

12 Hour Minimum Consultant Requirements

Every semester consultants are assigned to the permanent semester-long schedule for the required minimum of 12 hours of scheduled shifts per week. Consultants who sub out shifts must successfully sub into shifts to maintain their total hours for each week at the required minimum of 12. During the fall and spring semesters, every time a consultant fails to work the minimum of 12 hours in a week it will count as one of the three times a consultant can fall below the required minimum without being terminated. A fourth occurrence will result in Attendance Termination. As with all attendance point and progressive discipline assignments, consultants can appeal being under the 12 hour minimum within 7 days of the assignment. Consultants can make up the hours the week before or after the assignment and appeal accordingly. Assignments are made if consultants work 11 hours or less, thereby allowing for early leaves and late OK's. Absences for medical reasons with documentation also apply to the 12 hr minimum; those hours do not have to be made up.

During the summer when staffed hours on the semester-long schedule (both summer sessions are counted as one semester) are reduced, the 12 hour minimum will only be enforced if needed to insure shifts are staffed. The goal of the 12 hour minimum is to help TCC achieve as close to 100% staffing as possible. As long as summer subs are filled and shifts are not left without consultants working them, consultants will not be required to work 12 hours every week. If at any point in the summer subs are not being picked up due to too many consultants subbing out shifts without subbing into other shifts, enforcement of the 12 hour minimum will resume.

Schedule Templates

• Log into the PIE
• Click on 'My Availability Template' or 'Edit Availability Template
• Select the semester
• Mark the 'cannot work' days/hours
• Use the comments section if needed to identify special circumstances such as:

• Desire schedule similar to this semester
• Prefer to work mornings, evenings, graveyards, or weekends
• Prefer to work in certain labs and why

• Click on the 'Update Availability' button when finished

Note: Special requests will be considered when the schedule is built, but are not guaranteed.

Consultants who fail to keep an updated schedule template on file automatically forfeit their opportunity to be placed on the permanent schedule, which may result in termination

Schedule Change Requests

https://pie.indiana.edu/apps/stcpages/IUB/misc/sched_change.cfm

TCC has the responsibility of maintaining 100% staffing in the labs and may require consultants to retain ownership of scheduled shifts for up to a week after the schedule change has been processed. This delay in changing ownership does not prevent the consultant requesting the schedule change from subbing out the shift being dropped until the schedule change takes effect. Until official notification is emailed to the consultant wanting to change shifts stating explicitly when the schedule change will take effect, the consultant still owns the shift and is responsible for the shift being staffed.

Because schedule changes take a great deal of time and effort to implement, requests for schedule changes should be limited to those that are absolutely necessary. TCC reserves the right to refuse to process any schedule change for whatever reason. Repeated requests for unnecessary schedule changes will be denied.

TCC Meeting and Shift Overlap

TCC Academic Break Scheduling

The permanent schedule, once set, is in effect for the duration of the semester except for academic break periods recognized by Indiana University. A reduced version of the permanent schedule remains in effect during short holiday periods to include Martin Luther King Day, Memorial Day, July 4th, and Thanksgiving. Shifts staffed during those periods are the consultant's responsibility and must be worked or subbed out.

During break periods to include Winter Break, Spring Break and Summer Break all shifts become 'tcciub' owned and consultants may sub into those shifts if they plan to be in Bloomington.

Failure to understand break schedule changes is not an acceptable reason for missing shifts during schedule transition times. Consultants are responsible for knowing their assigned shifts and asking questions when something about a schedule is not understood. Attendance points will be assigned during these transition and break periods and will count toward the accumulated attendance points for the current semester or, if the break is at the end of a semester, toward the semester just finishing. For example, attendance points assigned during the winter break applies to the fall semester, attendance points assigned during the summer break applies to the summer, and attendance points assigned during spring break applies to the spring semester.

PIE Scheduling

All PIE users can look up schedules for present, future, and past weeks. To move from week to week, click either the back or next buttons on the View Schedules page. The current week's schedule is designated by a blue bar at the top, past weeks are designated by a gray bar, and future weeks are designated by a red bar at the top.

The View Schedule feature in the PIE is for internal use only. Schedules should NOT be given out to customers under any circumstances. If a customer is persistent about obtaining an TCC employee schedule, please refer them to the Shift Auditor.

Subbing Guidelines

There may be times during the semester when consultants are unable to work assigned shifts due to illness, exams, family emergencies, and the like. If a consultant has a temporary conflict with one or more shifts, it is the consultant's responsibility to find an approved substitute consultant for the shift(s). If the Shift Auditor on duty receives a PIE checkin from a consultant who is not approved to work the shift, the original owner of the shift will be assigned 5 points for a missed shift. When consultants sub out shifts, the following guidelines should be kept in mind:

• Consultants who sub out their shifts must still maintain the 12 hour minimum requirement. Consultants who sub out shifts must sub into other shifts to meet their 12 hour minimum for the week.
• Consultants are expected to work their permanent schedule. The subbing system is intended for occasional use. Consultants who post subs for the same shifts, week in and week out, are required to request a schedule change that allows them to work their permanent schedule and meet the 12 hour minimum requirement on a regular basis.
• Consultants must maintain a permanent 12 hour schedule or they will be terminated.
• Consultants may not work more than eight hours of shifts in a 24 hour period. For example, if a consultant works on Tuesday from noon - 8pm, they cannot work again until noon Wednesday.
• When subbing out shifts, Academic lab shifts must be submitted in 2-hour blocks, and Resdential lab shifts must be submitted in 4-hour blocks.
• Consultants may not work more than 40 hours per week for all combined jobs with Indiana University.
• Consultants who work out shift swaps with friends should be aware the subbing rules will be applied first. If the swap meets all the criteria the Auditors use for approving shifts, the swap will be approved. However, there is no guarantee that pre-arranged shift swaps will be approved according to a consultants plan.

When the Shift Auditor approves a sub, an e-mail message is sent to the consultant subbing out the shift, to the consultant subbing into the shift, and to the tcciub e-mail account. The consultant whose sub bid is approved takes ownership of the shift the moment the sub approval message is auto-sent from the PIE. Consultants who miss subbed into shifts and appeal on the grounds they did not receive an e-mail approval will have their appeal denied, unless the other accounts on the distribution list did not receive a copy of the e-mail approval.

Posting and Bidding Subs in the PIE

The Bid/Post subs page can be sorted in three ways:

• Date: most recent is at the top. This is the default.
• Shift Name
• Shift Owner

Post a Sub Option

• This option allows consultants to sub out any shifts they own.
• Whichever shift needs to be subbed can be selected by Shift Name, Shift Start and Shift End. If consultants do not own the shifts they are trying to sub out, the PIE will present an error message telling them they do not own the shifts.
• If the sub is successful, the shift will immediately appear on the available subs page and be ready for bids.

"Bid Cnt" Option

This is the first column of the sub page and reflects the total number of bids per shift shown as:

• The number of bids on each sub. A dash if the sub does not belong to the consultant viewing the page
• An asterisk after the number if the consultant viewing the page has bid on the sub.

NOTE: If consultants have concerns about approvals of posted subs or their sub bids they should contact the on-duty Shift Auditor to ask for a current status report.

Post a Bid?/Delete Your Bid?

This option allows consultants to add or delete a bid to a sub in the PIE. If the consultants bid on a sub, a Shift Auditor may approve the bid, however, up until the time the bid is approved, consultants have the option to delete their bids. Consultants also have the option to ask for a Late OK or Early Leave OK. Both of these options are only approved when the consultant has legitimate circumstances, and the consultant includes those circumstances in the bid comments section when placing the bid. If consultants don't include any comments, but request a Late OK or Early Leave OK, the Shift Auditor will not approve the Late OK or Early Leave. Both options allow for a 15 minute late check in or early check out, however, consultants are not paid for the time they miss and attendance points will be assigned for time beyond 15 minutes. A higher preference will be given to bids that do not request a Late OK or Early Leave.

Successful Posting of Subs

• Post the shifts early so other consultants can have time to bid on the shifts in the PIE. Only a few consultants have an open schedule that allows them to pick up shifts less than a day or two in advance. In addition, some consultants have difficulty getting to the PIE on a daily basis. The earlier a sub is posted, the earlier it will be approved, and the less the poster will have to worry about the sub being filled.
• When posting subs to the PIE, consultants should be careful to post their academic shifts in two hour blocks and residential shifts in four hours blocks. Though it is quicker to post longer shifts as a single block, most consultants have very limited schedules that prevent them from working for extended periods of time on any given day. Posting shifts in smaller blocks will allow several consultants to bid on the shifts, significantly increasing the chances of the shifts being picked up. Remember: when checking to see if subs have been taken, check to make sure all blocks have been approved to another consultant. If there are bids on the blocks that have not been approved and it is getting close to the time of the shift, call the on-duty Auditor and request approval of the bids.
• Send mail to the TCC sub plea distribution list to get the word out, if necessary. Use the sub-plea form located on the TCC intranet/TCC Necessities/Tools & Forms Consultants are allowed to send requests to have their shifts filled to the sub-plea distribution list a maximum of two times for each block of shifts being subbed. The first message cannot be sent more than 48 hours in advance of the start time of the shift, and the second cannot be sent more than 24 hours in advance of the start time of the shift. For information on joining or removing yourself from the sub plea mailing list go to the TCC intranet/TCC Necessities/Tools and Forms
• If the shift being subbed is within the next 24 hours, consultants may use chat to ask other consultants to bid on their shifts.
• Enlist the help of the on-duty Shift Auditor if shifts are not being picked up and things are getting desperate. Sometimes the Shift Auditor can help contact consultants who are willing to pick up subs when there is an emergency situation.

If a sub is not picked up, the consultant posting the sub retains ownership of the shift and is expected to report to work.

Successful Bidding on Subs

• Any consultant subbing into shifts should keep track of all sub approvals and all sub bids to be sure the consultant does not inadvertently fail to show up for a subbed shift.
• It is the responsibility of consultants wanting to sub into shifts to delete bids for shifts they no longer wish to work. If, for some reason, consultants bid on shifts they are no longer able to work, the consultants should delete the bids from the PIE without delay. Once a sub is approved by a Shift Auditor, the bidder immediately takes ownership of the shift and, if the bidder cannot work the shift, it is the bidder's responsibility to re-sub out the shift.
• Though Shift Auditors make an attempt to approve subs well in advance of the shift, occasionally subs are approved on the same day as the shift. If consultants bid for a sub more than 24 hours in advance and the Shift Auditor approves the sub with less than 24 hours notice consultants will not receive attendance points for missing that shift. However, if consultants bid on a sub less than 24 hours in advance then the consultant should call the on-duty Shift Auditor to find out the status of their bids as the shift time draws nearer. Consultants who miss subbed shifts they bid on less than 24 hours prior to the start of the shift will receive attendance points for that shift.
• If there are any questions as to when or where a sub will take place, consultants should feel free to contact the on-duty Shift Auditor for clarification. It is always better for consultants to double-check the status of any shift than to fail to show up for the shift or to show up to work at an incorrect lab or at the incorrect time and receive attendance points.
• If consultants do not have a computer at home and will not be able to check the status of a sub that was bid on at the last minute, the consultant should include in the sub bid a request for the on-duty Shift Auditor to call the consultant at home if the sub is approved (this is most useful when the sub was bid on less than 24 hours before the shift start time).

It is also the responsibility of each consultant subbing into a shift to be aware of the reasons why a sub may not be approved. Sub bids will not be approved if:

• the sub will cause the bidder to work over 40 hours in one week
• the sub will cause the bidder to work over eight hours within a 24 hour period
• the bidder is not as qualified to work the shift as another bidder
• another consultant bidding on the shift is working less hours that week.

Ultimately, consultants are responsible for making sure they do not work more than 40 hours per week for all their IU jobs combined and that they do not work more than 8 hours in any 24 hour time period. If a consultant bids on multiple subs and is approved for some of those subs, it is the consultant's responsibility to delete additional sub bids that would put the consultant over 40 yours for the week or 8 hours in a 24 hour period. The Shift Auditors try to monitor the total hours assigned consultants out of 24 and for the week, but with so many consultants, it is almost impossible to catch all the conflicts. If more than 40 hours are approved by a Shift Auditor for one week or more than 8 hours in a 24 hour period, the consultant should contact the on-duty Shift Auditor immediately to get directions on how to proceed.

Double-Checking the Status of a Sub

As always, any unanswered questions or problems should be brought to the attention of the on-duty Shift Auditor.

Emergency Subs

Pre-Shift Preparation and Responsibilities

Remember, consultants subbing into shifts are responsible for performing the same job duties as the initial owner of the shift.

TCC Timeclock: Checkins, Breaks, Moves

• Check into shift
• Break out of shift
• Tcciub Requested Move

If the consultant is not scheduled to work:

• A message will appear above the radio buttons telling the consultant, "Sorry, but you're not currently scheduled to work any shifts."
• An option to "Notify tcciub that you are here to work" (Comments Required) is made available

The PIE will let unscheduled consultants check in, however, the PIE does not write a check-in record. Instead the PIE sends email to let the Auditor know an unscheduled consultant is trying to check in for a shift. If this happens, the Auditor will, if appropriate, change the consultant's schedule so the PIE will allow a check in and will let the consultant know when this takes place. In the meantime, the consultant is responsible for letting the Auditor know if the consultant takes a break, makes a move to another lab, or checks out (this can be done with an email to tcciub or a phone call to 855-3796).

The Check-In "Comments to tcciub" box is a direct line to the Auditor on duty. The comments placed in the box are emailed immediately to the Auditor, so they are aware of the situation and knows if the consultant has questions about how to proceed.

Problems Checking In or Out of Shift or Break

Back to Back Shifts

If a consultant is working back-to-back shifts in different labs or with different shift designations (12:00-14:00 in Wylie and 14:00-16:00 in the Student Building or 08:00-10:00 in Lindley A and 10:00-12:00 in Lindley B), the consultant should check out of the first shift, travel to the new lab, and check back into the second shift. Consultants working back-to-back shifts should NOT use the "Make a tcciub-requested move" option in the PIE.

Back to back shifts in different labs
LH026A 10:00 to 12:00; BU 101 12:00 to 14:00

• 10:00 -- Check into the Lindley A shift.
• 12:00 -- Check out of the Lindley A shift.
• 12:00 to 12:15 -- A maximum of 15 minutes of paid "travel time" is allowed between checkout for the first shift and checkin for the second shift.
• 12:15 -- Check in to the Business 101 shift.
• 14:00 -- Check out of the Business 101 shift.

Back to back shifts in the same lab with same shift designations
LH026A 10:00 to 12:00; LH026A 12:00 to 14:00

• 10:00 -- Check into the Lindley A shift.
• 14:00 -- Check out of the Lindley A shift.

Back to back shifts in the same lab with different shift designations
LH026A 10:00 to 12:00; LH026B 12:00 to 14:00

• 10:00 -- Check into the Lindley A shift.
• 12:00 -- Check out of the Lindley A shift.
• 12:00 -- Check into the Lindley B shift.
• 14:00 -- Check out of the Lindley B shift.

On-Shift Moves

• Choose Checkins/breaks/moves from the PIE main menu
• Click on Make a tcciub-requested move and write a comment stating the name of the lab the consultant is leaving
• Hit submit and log out of the PIE
• Move to the lab designated by the Shift Auditor as the appropriate location
• Log into the PIE and choose Checkins/breaks/moves
• Click on "Resume Your Shift".
• Write a comment stating the name of the new lab and hit submit
• If the move is due to a class, consultants should repeat the above steps when moving back to their former lab at the end of the class

IMPORTANT: All TCC staff are to observe PIE time as shown on the clock found in the top right corner of the PIE timeclock page. The Shift Auditors assign attendance points for late checkins or early checkouts, late returns from break, and moves that take longer than 15 minutes based on the PIE clock. Leniency is seldom granted to consultants who mistakenly follow the time on their watch or computer instead of the PIE time.

Consultants traveling between labs for back-to-back shifts or tcciub moves are paid up to 15 minutes travel time.

On-Duty Illness

Key Check-out

If consultants find they are locked out of a room, or a cabinet, they should contact the on-duty Shift Auditor at 855-3796 for instructions on how to proceed.

Consultant Responsibilities for Tardiness and Missed Shifts

Consultants should notify the on-duty Shift Auditor immediately upon realizing they will be late for shift or unable to come to shift at all. The preferred method of contact is the phone at (812) 855-3796, though e-mail or a message in chat is also acceptable (tcciub@indiana.edu). At the time of notification, the Shift Auditor will determine approximately how late the consultant will be, or if the consultant will be in at all, and will take appropriate measures to staff the lab until the tardy consultant arrives. If the consultant will not be able to come to work under any circumstances the Shift Auditor will assign the consultant five points for a missed shift.

If a consultant misses more than 15 minutes of a shift, the Shift Auditor will do the following:

• If a consultant has not shown up for shift for over 15 minutes, the Shift Auditor will begin filling the unstaffed shift, unless the consultant has contacted the Shift Auditor beforehand.
• If a consultant has not called the Auditor 15 minutes after their shift started, a professional development issue will be assigned for not informing the Auditor.
• If the tardy consultant is working back to back shifts, the Shift Auditor will post the consultant's shifts as that consultant.
• The Shift Auditor will fill these subs on a first-come, first-serve basis.
• If the consultant arrives to shift after the start time for the shift has passed, attendance points will be assigned to the consultant as necessary. If the consultant's remaining shift(s) have not been filled by the Shift Auditor, the consultant is required to work the remaining the shift(s). If the Shift Auditor has already filled the shift(s) by the time the consultant who owned the shifts arrives, the original owner is sent home (after being assigned the appropriate attendance points) and the consultant subbing into the shift(s) is allowed to work the shift(s).

Consultants who miss more than 60 minutes of a shift are assigned five attendance points, regardless of whether or not they work the remaining part of the shift. Because the Shift Auditor will begin filling all shifts if a consultant has failed to show for over 15 minutes, consultants should call the on-duty Shift Auditor any time they will be late for shift.

Appealing Attendance Points

Late Arrival and Early Leave Approvals

Shift Duty Checklist

• Log into the TCC intranet and keep them open during the entire shift.
• Log into the PIE and check into shift
• Talk to the previous consultant to find out what needs special attention
• Complete a walk-around.
• Check accuracy of posted siteres
• Clean around workstations, pick up paper scraps, dust, and push in chairs
• Organize printer areas and recycle areas
• Stock printers with paper and change or shake toner, if needed
• Check to see if Problem Reports are taped on all down machines
• Place "Consultant Station" sign on top of the consultant workstation monitor, if not already there. Consultants are required to sit at the consultant workstation, unless this station is inoperable. If the consultant is forced to move to another workstation, it is mandatory the consultant place a "Consultant Station" sign on top of the substitute workstation.
• Read all previously unread work-related e-mail

During Shift (in addition to helping customers)

• Enter ALL customer contacts into the Customer Contact counter on the TCC intranet. The description of what constitutes a contact is available by clicking on the words "Contacts: Defined" at the top center of the TCC intranet.
• Read the information specific to the lab found on the TCC intranet.
• Go to the TCC Oncourse CL training pages and do all available trainings not yet completed.
• Walk around the lab every 15 minutes checking for customers who need help
• Visit destination labs once every two hours if applicable
• Frequently check the status of all unoccupied computers and follow AcctChk procedures for any that still have customers logged in
• Compare Problem Reports to the status of machines and submit new problem reports, if necessary
• Clean the lab, pick up trash, push in chairs, clean scanner glass with Windex and PC monitors with alcohol, and MAC monitors with water. (spray cloth not screen when cleaning monitors), dust tabletops around computers using cleaning rags and Windex (do not disturb wiring), clean computer mice, keyboards and mousepads, clean the whiteboard
• Stock printers with paper and toner
• Check for adequate paper and toner quantities and problem report shortages. Enter the number of toner and paper into the 'Supply Reports' window in Onestart. Also check off whether paper or toner were ordered/delivered and whether toner was changed.
• Organize printouts and recycle when appropriate
• Monitor TCC intranet chat and help answer other consultants' questions

End of Shift

• Update the next consultant on things that need special attention
• Check out of shift and confirm your checkout
• Logout of the PIE, the TCC intranet, and the computer

Last Shift of the Day
Note: Ideally, this is for the last scheduled shift, however, if due to scheduling problems the next shift is unstaffed follow these same procedures.

• Update the siteres for the next day. Be aware that different labs close at different times. Check 'Staffing Hours' in Onestart if unfamiliar with the lab.
• Put away any supplies taken out of the secure cabinet during the day
• Fill printers with paper and, if necessary, change the toner cartridge
• Leave adequate reams of paper by the printer for customer use until the next staffed shift
• LOCK filing cabinets and upright steel cabinets
• Check out of shift, log out of the PIE and close all accounts

Securing Personal Items at Work

Lost and Found

It's common for customers to leave behind various possessions when departing the labs. The value of items can range from pennies to several hundred dollars.

PLEASE do not call customers to notify them of lost items since doing so creates a liability issue. We will try to hold their items for safe keeping but we must not claim ownership.

PLEASE NOTE:

• Residential - If you are working a Residential Lab, any and all Lost and Found items must be taken to the Center Desk.
• Wells Lilbrary - Any items found in the Wells Library (IC, IC2, LI402, LI502) must be taken to the circulation desk on the First floor of the West tower.
• Music - Any items found in the Music labs (M160, M360, M373)must be taken to the circulation desk on the first floor. 
• Union - Any items found in the Union lab should be given to the next CS to visit the lab; they will take it to the hotel check in desk, which is the location for all lost & found items in the Union.
  
• All Other Labs - Any other labs should follow the criteria below.

Expensive Items
When purses, wallets, checks, cash, credit cards, Student IDs, cell phones, or laptop computers are found in the labs, place the item(s) in the lab cabinet and be sure it's locked. Assist will take the item(s) to the campus Lost and Found in Ballantine Hall Rm. 031 on a monthly basis. If a passport is found, call IUPD immediately so they can pick it up.

Inexpensive Items
All other found items should be placed in the Lost and Found box located in the lab. On a regular basis, these items will be delivered to the campus Lost and Found office in Ballantine Hall Rm. 031.

Items include:

• Keys (Exception - dorm keys with the room number engraved on them. Lock these keys up with tangible items for security purposes.)
• Calculators
• Head and earphones
• Notebooks, folders, 3-ring binders, books, planners, organizers, clipboards, papers, manuals
• Eye glasses
• Coffee cups, water bottles, lunch containers
• Costume jewelry
• Floppy disks, zip disks, flash drives, memory sticks, jump drives, thumb drives, USB drives, CDs
• Clothing – jackets, hats, gloves, scarves, shirts, sweaters
• Laboratory goggles
• Miscellaneous Non-TCC office supplies – staplers, scissors, pens, pencils
• Miscellaneous papers – medical prescriptions, voter registration cards
• Miscellaneous electronics – AC Adapters, laptop power cords, phone chargers, electronic dictionaries

When a customer asks if TCC found their item, suggest they look in the lost and found box. If they are searching for an expensive item, unlock the lab cabinet to see if it is there. If the item is not there refer the customer to the campus Lost and Found Office in Ballantine Hall Rm. 031 (5-7372) or IUPD (passports only).

Unattended Computers

During routine walk arounds 15 minute signs should be filled out appropriately and placed on computers that are in use without a customer present. Unlocked computers should be locked. We should not, however, save customer files as this is considered a violation of privacy.

If a customer using a computer takes a break and is gone longer than 15 minutes, the customer's computer can be given to the next person waiting for a computer. If the computer is unlocked, it should be locked immediately by the consultant. When the unattended computer is first located, it is important to complete the '15 Minute' sign and place it on the computer. After 15 minutes, the consultant should restart the computer and return the sign to the consultant area for reference purposes. Next, the consultant should move the customer's possessions to the cabinet. If the consultant's shift ends before the customer returns, the departing consultant should tell the consultant coming on duty where the customer's possessions can be found. If this happens when a consultant is working the last shift of the day or the following shift is unstaffed, the consultant should send e-mail to the on-duty Shift Auditor stating the location of the customer's possessions and the name and username of the customer, if known.

If the customer is gone for more than 15 minutes, the consultant's only option is to restart the computer in order to prepare it for the next customer. Restarting the computer will automatically log the customer out of any open accounts, but will not save their work. If no one is waiting for a computer and a customer is gone longer than 15 minutes, think twice before restarting the computer since there is a good likelihood the customer did not save all work before departing and will be angry upon returning to find work has been lost.

To lock a Macintosh:

• Open Keychain Access (find this using the Spotlight search tool in the upper right corner)
• Go to Preferences for Keychain Access
• Enable "Show Status in Menu Bar". A lock icon will appear at the top of the screen.
• Click the lock and choose "Lock Screen".

To restart a Macintosh:

• If the customer does not return, the computer should be restarted by pushing the on/off button located on the CPU.

Lab Reservations

• Notify the lab customers of upcoming class 30, 15 and 5 minutes before the start time for the class
• Wait for the Instructor to arrive before clearing the lab
• If the Instructor does NOT arrive by 15 minutes after the start of the reservation time, continue consulting as usual from the originally assigned lab. Don't forget to let the customers know they do not have to leave.
• If the Instructor does NOT arrive, send a Lab Reservation Problem Form from the Problem Report System. Include as much information as possible when completing this form.
• If a class appears in the lab, but is not on the lab reservation schedule, and states they have the lab reserved, the consultant should ask the instructor for written confirmation (email) of their reservation. If unable to resolve, contact the Auditor. Once the situation is under control, send a Lab Reservation Problem Form from the Problem Report System. Include as much information as possible when completing this form.

Lab Classifications

Classroom Priority

• Reserved for instructional use.
• These labs may be used by the general student population when not reserved for classes.

• Reserved for student use.
• These labs cannot be reserved for classroom use.
• UITS endeavors to have at least one Study Priority lab for every Classroom Priority lab of the same workstation type.

• Reserved for some instructional use.
• These labs have restricted reservation options during heavy use times of day.

Student Technology Centers falling into each category are:

TCC Distribution List

Consultants have the option of belonging to our sub-plea distribution list. All new consultants are automatically registered. Consultants have the option to remove themselves from the list by going to the TCC intranet/TCC Necessities/Tools and Forms. Consultants who opt out of the distribution list will not receive sub-pleas, but also will not be able to send sub-pleas for emergency subs.

Bi-weekly Timesheet Approvals

TCC provides an electronic data-gathering tool (the PIE) that automatically collects consultant timesheet data, as well as performs many other essential functions. This tool allows TCC to electronically submit payroll data to IU.

At the end of every two week pay period, it is the responsibility of all consultants to check their PIE timesheet and verify online that it contains correct information regarding the hours worked. If there is a discrepancy between the hours shown in the PIE timesheet approval option and the actual hours worked, the consultant should double click on the incorrect time, and submit an Appeal for that entry. Even if a timesheet contains some incorrect entries, consultants can approve their timesheet and add an appeal. Appealed timesheet changes will be made prior to the submission of the hours to the IU payroll office. Timesheet Approval signifies consultants have reviewed and verified their timesheet, not necessarily that it is ready to submit to payroll for payment. It is the consultants' responsibility to make sure they are paid for all hours worked. Appealed hours worked and meeting hours will be added to consultants' timesheets after the approval process when necessary.

All consultants must approve their timesheets in the PIE before the end of each pay period in order to get paid for their work. Approval options include:

• If the record is accurate, approve the timesheet
• If there is a perceived inaccuracy, appeal the record in question and approve the rest of the hours
• If there is a missing shift in the middle of the pay period, consultants can place an appeal message on the shift either immediately preceding or following the missing shift and approve the hours.
• If consultants have yet to work the shift then the appeal can be placed on the last shift that shows. Alternatively, and probably more desirably, consultants can wait until anytime after checking out of their last shift to approve the hours so the last shift shows on the timesheet.

NOTE: If a consultant fails to clock out of a shift and does not work any other shifts prior to the end of the payroll, the shift that has no clock out will not appear on the payroll for that pay period. If this happens, the consultant will not be paid for those hours until the subsequent pay period when the consultant works another shift and has to clock out of the previous shift in order to clock into the new shift.

As always, if consultants run into problems approving their hours in the PIE, they should contact the on-duty Shift Auditor immediately.

Payroll Procedures Accountability

• PIE timesheets may be approved at any time during the two week pay period. In emergency cases, consultants may request, via e-mail (preferred) or by phone (as necessary), their timesheets be approved by the Consultant Supervisor on duty.
• If there are any problems with consultants' timesheet hours in the PIE, they may either appeal the hours via the PIE's timesheet approval screen (double click on the incorrect entry and enter the appeal) or send an appeal via e-mail to tcciub@indiana.edu.
• There is no valid excuse for failing to perform the necessary payroll duties. If there are problems, questions, or concerns, it is the responsibility of the consultant to take the initiative and ask for assistance from a Consultant Supervisor.
  
  
• Consultants are not allowed to work more than 40 hours in any week as a combined total of all hours worked for jobs affiliated with IU.
• Hours on all IU timesheets must be unique with no overlapping hours within one IU job or across more than one IU job.

Rehire Procedures

• Four weeks before the end of each semester, consultants will receive a rehire request email. Consultants will be instructed to complete the TCC intranet/TCC Necessities/Tools & Forms/Rehire Request Form by the posted deadline. Not submitting a request for rehire by default is the same as saying you do not wish to be rehired. We do not assume consultants want to be rehired.
• Two weeks before the end of the semester consultants who have requested rehire will receive either a rehire offer or notification that a rehire offer will not be extended for the next semester.
• Consultants receiving a rehire offer who are no longer interested in being a consultant during the subsequent semester should reply to the rehire offer indicating the offer is being refused. Consultants accepting the offer for rehire do not need to reply with their acceptance. Unless consultants specifically decline the rehire offer, TCC assumes the consultants are going to be working during the subsequent semester.
• Prior to the beginning of the subsequent semester, consultants must also update any and all personnel data that will change for the new semester.

Rehire Criteria

Attitude

• Customer Service:

Not easily upset, calm and collected, "customer's always right" attitude, pleasant, friendly, cooperative, proactive, efficient, takes ownership of customers' problems, exhibits ability to solve customers' problems using available resources and appropriate referrals

• Professionalism:

Mature, responsible, proactive, peer and customer empowering, calm and efficient demeanor, adaptable

• Team Work:

Cooperative, flexible, adaptable, proactive, takes ownership of assigned tasks, gets along well with co-workers, has a team spirit, shares knowledge with peers

• Customer Education/Teaching:

Educates customers, helps customers become self-sufficient computer users, knows resources and shares information with customers, does not do work for customers, helps customers to understand concepts behind actions, empowers customers

General Skills

• Communication:

Clarity of speech, ability to listen closely, ability to gauge technical communication level of customer and present problem solutions accordingly, above average writing skills

• Organizational:

Efficient, capable of managing time, pays attention to detail, maintains organization of lab, plans ahead in order to complete all shift duties

• Stress Management:

Ability to express personal limits and when they have been reached, appropriate behavior whether lab is busy or slow, seeks help when stress is overwhelming

Performance

• Abides by UITS/TCC Policies:

Knows, understands, and follows all UITS/TCC policies

• Enforces UITS/TCC Policies:

Knows, understands, and enforces all UITS/TCC lab and customer policies

• Job Duties:

Consistently performs all job functions to the best of the consultant's ability

• Initiative:

Proactive, engages customers eagerly, takes on tasks without being told, initiates tasks for betterment of lab and/or group, needs little supervision

• Attendance and payroll:

Attendance point and progressive discipline status is in good standing, cooperative, proactive in helping fill subs, pays attention to detail, complies with payroll and attendance policies, does not sub out an excessive number of shifts, shows maximum work hours available on schedule template, consistently works 12 or more hours per week

Technical Skills

• Resource Skills:

Resourceful, aware of resources and their uses in the lab, can find answers when solution is not initially apparent.

• Hardware:

Can operate the hardware in the labs well enough to support the customers

• Operating Systems and Software:

Can navigate operating systems well enough to support the customers

Is familiar with the software, can open, navigate, answer customer questions and close applications

Problem Reporting

Checking Fringe and Destination Labs

Once every 2 hours, consultants working scheduled shifts in Base labs are also responsible for checking and maintaining unstaffed destination labs nearby. Site observations, supply reports, and siteres checks should be completed when visiting destination labs.  Exceptions to this policy are fringe labs in the same building which are in close proximity to the scheduled labs; these labs should be checked on each standard 15 minute walk-around.  Reference Lab Breakdown in Onestart for a listing of all Base, Destination and Fringe Labs. You are always responsible for Destination lab siteres regardless of class schedules in that lab.

Consultants should make their final check of the day by 8 pm.

Consult the siteres and plan to step-out when classes are not in session (if applicable).

• Visits to destination labs should take 20 minutes or less. Notify the auditor of extenuating circumstances if a step out lasts longer.
• Place the ‘Consultant will return soon’ sign at the consultant desk when stepping out.
• See process below for step out procedures.
• When arriving at the destination lab, log into OneStart and complete a site observation and supply report.  Be thorough and accurate.
• Consultants who find themselves very busy in their scheduled lab, or who cannot check their Destination lab(s) for some other reason, should communicate the problem to the Auditor or Lead.

Destination Lab Step-Outs

For academic labs, when consultants are checking on Destination labs, the following protocol should be followed in order to accurately document consultant locations in the PIE:

1. Consultants should step out of their Base Lab as currently required for Destination Lab #1.
2. Arrive in Destination Lab #1 (Don't step in yet!).  Perform walkarounds, cleaning, customer service, observations, supply reports, troubleshooting, etc.
3. If you are returning to Base Lab, "DO NOT" step back in until you arrive back to your Base Lab.  If you're not returning to your Base Lab, proceed to next step.
4. As you prepare to LEAVE the lab, do the following.  First, step in, THEN IMMEDIATELY step out to Destination Lab #2.
5. Arrive in Destination Lab #2.  Repeat processes 2 thru 4 until  you arrive back to your Base Lab.

Welcome

· checking into and out of shift

· starting and ending breaks (breaking out and in)

· posting and bidding on subs

· viewing schedules

· approving timesheets

Accessing the PIE

TCC Timeclock: Checkins, Breaks, Moves

• Check into shift
• Break out of shift
• Tcciub Requested Move

If the consultant is not scheduled to work:

• A message appears telling the consultant, "Sorry, but you're not currently scheduled to work any shifts."
• An option is available to "Notify tcciub you are here to work" (Comments Required).

The PIE will let unscheduled consultants check-in, however, instead of writing a check-in record, the PIE sends e-mail to tcciub to let the Auditor on-duty know an unscheduled consultant is trying to check in for a shift. If this happens and the consultant has a shift and should be checking-in, the Auditor will change the consultant's schedule so the PIE will allow a check in and will let the consultant know when this takes place. In the meantime, the consultant is responsible for letting the Auditor know if the consultant takes a break, makes a move to another lab, or checks out (this can be done with an email to tcciub or a phone call (855-3796).

The "Comments to the Auditor" box is a direct line to the Auditor on duty. The comments placed in the box are emailed immediately to the Auditor, so the Auditor is aware of the situation. If there are any situations that arise about which consultants have questions, the comments box should be used to let the Auditor know.

All consultants are required to breakout/in of the PIE when taking breaks during a shift. Each consultant is entitled to a 15-minute break during a 4-hour shift, and a 30-minute break during a 6- or 8-hour shift. When taking a break, consultants must use the break option in the PIE to break out of and back into shifts.

The "Make a tcciub-requested Move" option in the PIE is there to permit consultants to move between labs during their two-hour shifts as per Auditor request and staffing needs. Before consultants leave the original lab to move to a newly assigned lab, they should use the "Make a tcciub-requested Move" option in the PIE, then move to the new lab to work. Consultants may be requested to return to the original lab and use the "Resume Your Shift" option for working the remainder of the shift.

If the consultant is working back-to-back shifts in different labs or with different shift designations (12:00-14:00 in the Union and 14:00-16:00 in the Student Building or 08:00-10:00 in Lindley A and 10:00-12:00 in Lindley B), the consultant should check out of the first shift, move to the new lab, and check back into the second shift. Consultants working back-to-back shifts should NOT use the 'make a tcciub-requested move' option in the PIE.

Consultants traveling between two labs for back-to-back shifts or tcciub moves are paid up to 15 minutes travel time. Consultants who are moving from one shift to the next in the same building should take only as much time as necessary to check out of one shift and into the next. Taking 15 minutes of travel time to move from one shift to the next in the same building is considered abuse of the policy and will result in a Professional Development Issue being documented in the PIE.

IMPORTANT: All TCC staff are to observe PIE time which is available in the PIE and on the Onestart PIE Dashboard. PIE time is used to determine payroll and to assign attendance points (check-ins, check-outs, break-outs, break-ins, moves, travel time). Consultants with late check-ins, early check-outs, late returns from break and moves or other travel that takes longer than 15 minutes based on the PIE clock will be assigned attendance points. Claiming the PIE time was wrong, some other time piece was right or in some other way not observing PIE time are not valid reasons for appealing attendance points.

View Schedules

The Schedule Display Page

Viewable Schedule Types:

1. Consultant Schedule: The Permanent Schedule is the semester schedule of shifts assigned to each consultant. At the bottom of the schedule, a consultant username can be entered in the box and, after clicking the submit button, that consultant's semester schedule will be displayed.
• Use this option to:
• View consultant and support staff schedules.
• Find open hours to request be added to a consultant's semester schedule by going through each lab on the schedule looking for shifts owned by "tcciub" and then requesting a schedule addition or change.
2. Lab Schedules: The hours each lab is staffed can be viewed by choosing a lab from the drop-down box at the bottom of the page. Shifts shown as 'tcciub' owned are available for consultants to add to their semester work schedule. Tcciub owned shifts are also available for consultants to sub into until the shift is assigned to someone for the remainder of the semester.
• Use this view to:
• View shifts available for sub or addition to a consultant's semester schedule: shifts without a semester-long owner are in a red font
• View shifts filled for the semester to see who owns shifts for which a consultant might want to work out a swap: filled shifts are in a blue font

Note: The column in yellow indicates the current day's schedule and the brown time indicates the current hour. Shifts shown in orange are tcciub owned

Bid/Post Subs

1. Date: most recent is at the top. This is the default.
2. Shift Name
3. Shift Owner

Post a Sub:

This allows consultants to sub out any shifts they own.

1. Whichever shift needs to be subbed can be selected by Shift Name, Shift Start and Shift End. If consultants do not own the shifts they are trying to sub out, the PIE will present an error message telling them they do not own the shifts.
2. If the sub is successful, the shift will immediately appear on the available subs page and be ready for bids.

Bid?

This is the first column of the sub page and reflects the total number of bids per shift (this will appear as a dash if the sub doesn't belong to the consultant viewing the page, an asterisk if the consultant has bid on the sub, and as a number if the consultant owns the shift). Remember, while there is no rule that says consultants have to sub their shifts out in two hour blocks, history has shown two hour block shifts are picked up faster and there is a better chance of successfully subbing out the shift when posted this way.

NOTE: Subs cannot be approved until the week before the shift. If consultants have concerns about approvals of posted subs or their sub bids they should call the on-duty Shift Auditor to ask for a current status report.

Post a Bid? / Delete Your Bid?

This option allows consultants to add or delete a bid to a sub in the PIE. If the consultants bid on a sub, the Auditor may approve the bid, however, up until the time the bid is approved, consultants have the option to delete their bids. Consultants also have the option to ask for a Late OK or Early Leave OK. Both of these options are only approved when the consultant has legitimate circumstances, and the consultant includes the circumstances in the bid comments section when placing the bid. If consultants do not include any comments, but request a Late OK or Early Leave OK, the Auditor cannot approve the Late OK or Early Leave. Both options allow for a 15 minute late check in or early check out, however, consultants are not paid for the time they miss and discipline will be assigned for time beyond 15 minutes.

View/Approve Timesheets

Paychecks from the previous pay period are directly deposited into consultants' designated bank accounts every other Friday. All consultants and staff members are responsible for approving their own timesheets and, if the task is overlooked, the consultant or staff member may not receive a paycheck until the next payroll deposit, two weeks later. After approving their timesheets, consultants will receive an auto-generated e-mail stating the timesheet has been approved and appeals have been logged.

To log an appeal:

1. Open the View/Approve Timesheets option in the PIE
2. Select the correct pay period from the drop down menu and reload the page
3. If the data showing for the pay period matches the consultant's schedule for the pay period, the consultant should click the "I Approve" button
4. If there are problems with a Timesheet, an Appeal must be made for each shift that is incorrect. The consultant should write appropriate comments in the Comment Box to the right of the shift the consultant is appealing and then click the 'I Approve' Button. If a shift is missing, the consultant should appeal the missing shift using the Comment Box for the last shift in their list of shifts worked. All Appeals will transfer to the Timesheet Appeals table in the PIE, and will await approval from the Shift Auditor or the TCC Assistant Manager.

Consultant Forms and Utilities

Problem Reports

Forms for equipment and lab environment Problem Reporting. This form will take consultants to the TCCenters Problem Report database where new problems can be reported and old problem reports can be searched.

Account Check

A form for reporting accounts left open by lab customers. When this option is chosen, a form appears that should be completed and submitted. Submission of this form will send an auto-generated e-mail message to the customer designated on the form letting the customer know a consultant found and closed the person's account(s) in the lab shown on the form.

Lab Reservation Problem Form

A form for reporting scheduled classes that do not show up at the designated reservation time and classes that appear in the labs without being on the lab reservation schedule. Choosing this option will bring up a form that should be completed and submitted. Consultants should be sure to designate whether they are reporting a problem with a class that did not show up or a class that showed up without a reservation.

Incident and Conflict Report Form

A form for reporting difficult or problematic situations with customers and/or other UITS employees. This form has options for reviewing handbook and other policies before the form is submitted. When completing this form, consultants should include as much detail as possible. If a consultant is not sure if certain information is pertinent or important, the consultant should include the information and let the Administrative Team decide the value of the content. For information on who is emailed this report form and how the information is used, click on the "Instructions and Background Information" button on the top level of the form.