Transition Referral and Resource Center

Front Desk Procedures Manual

CENTER FRONT DESK

BASIC INFORMATION

Our main goal is to provide professional customer service to individuals coming to us for assistance.  For the front desk staff, that means being at the desk as much as possible during your time in the Center to answer the phones and greet guests.  If you need to leave the office, please let someone know so that guests can be greeted in your absence. 

• Center - There are two centers in this space
• Transition, Referral and Resource Center
  • Mouy-Ly Wong
    • Schedule
      • Monday         1 to 5
      • Tuesday         1 to 5
      • Wednesday  1 to 5
      • Thursday        8 to noon
      • Friday             1 to 5
  • Sue Kelly
    • Schedule
      • Monday through Friday      8 to 5
• Welcome Back Center
  • Kris Mason
    • Monday through Friday      8 to 4:30
  • Kao Saechao
    • Tuesday, Thursday, Friday   8 to 5
    • Monday                                 8 to 3
    • Wednesday                          8 to 6
  • Danielle Hinds
    • Monday through Friday      9 to 1

• Greet Guests
  • All guests should be asked to sign in each time they come in.  The clipboard is on the counter.
  • Ask them who they would like to see.
    • If they give you a name, ask the person to take a seat and walk over and let the person know they have a guest waiting.
    • If they say are unsure, you can ask some of the following questions to determine what they need
      • Are you a medical professional in your own country?  Are you trying to get licensed to practice in Washington? 
        • If yes, then ask for help from Kao, Kris, or Danielle
      • Are you in ESL level 4 or 5 now?  Do you want to take an IBESTS class?
        • If yes, Sue or Mouy-Ly can help
        • Sue is the main contact for IBEST on campus
      • Do you want to take ESL classes?  Do you want to improve or learn English?  Do you want to get your GED or take an ABE class?
        • If yes, then show them room 109 for ESL/ABE/GED

• Answer phone
  • 3484 – Transition Center, this is ______, how can I help you?
  • 3345 – Welcome Back Center, this is ____, how can I help you?
  • Check voicemail on TRRC line daily
    • Press “speaker” button
• Press “message” button (picture of an envelope)
• When asked, type in the extension 3484, then #
• When asked, type in the code 13484, then #
• Listen and write down message
• Delete message by pressing * D.

 

• Brochures/Literature Rack
  • If you notice that a brochure or flyer is low in the literature rack, please let Sue know or make copies to refill.

• Student Recording Tool/Forms
  • Mouy-Ly and Sue will complete forms for each student as they meet with them.
  • Forms will be stored in office and provided to front desk staff each Friday for data processing.
  • Front desk staff will input data into a standard form, save as noted below, and email to Sue or Mouy-Ly to be saved to a common drive.
  • Save files with year, quarter, last name, first name
    • 2009 Winter Kelly Sue
  • Paper copies back to Sue and Mouy-Ly.

• Calling In
  • We recognize that there will be times that you are unable to be at work as expected or will be late.  Desk coverage is important so if this situation arises please call in as soon as possible to let Sue know that are will be late or out.

• Contact Info

• Kao                             3394  
• Kris                              6081   
• Danielle                     3345
• Mouy-Ly                     3288
• Sue                             3307
• Rolita                          3373    9-3
• Steve Washburn       3627    19-1
• Pre-College              3941    19-1
• Linda Faaren             3670    19-1

 

 
• ESL Orientations
  • See flyer

 

• ABE and GED Orientations
  • See flyer

 

• Campus Contact & Resource Information

 

ABE/GED/ESL Department	http://flightline.highline.edu/PRECOLLEGE/FAQ.htm
ABE/GED/ESL faculty	http://flightline.highline.edu/PRECOLLEGE/advisors.htm
Access Services	http://flightline.highline.edu/access/
BFET Grant	www.flightline.highline.edu/work force
Book Store	http://www.highlinebookstore.com/
Bridge Class	http://flightline.highline.edu/PRECOLLEGE/Bridge.htm
Child care and Head start	http://www.highline.edu/stuserv/childcare/               http://www.highline.edu/stuserv/childcare/Headstart.html
Counseling Center	http://www.highline.edu/stuserv/counseling/
Ed Planning & Advising	http://www.highline.edu/stuserv/edplanning/index.htm
Educational Planning & Advising Staff	http://www.highline.edu/stuserv/edplanning/staff.htm
Emergency Scholarship	http://www.highline.edu/stuserv/womensprograms/emergency.html
Employment Center	http://flightline.highline.edu/workforce/resources/students.htm
Facilities	3260
Financial Aid Department	http://www.highline.edu/stuserv/financialaid/
Help Desk	“HELP” or 4357
High School Completion	http://www.highline.edu/stuserv/highschool/hsc.apply.htm
I-BEST	http://flightline.highline.edu/cg/ibest.html
Opportunity Grant	www.flightline.highline.edu/work force
Puget Sound Welcome Back Center	http://welcomeback.highline.edu/
Registration/Fees	http://www.highline.edu/stuserv/registration/
Security/Parking	3218
Start zone	https://bob.highline.edu/startzone/index.php
Testing Center	http://www.highline.edu/stuserv/testcenter/
Transcript Evaluation/Shui Wong	http://www.highline.edu/stuserv/registration/evaluations.htm
Transition Referral and Resource Center	http://transitioncenter.highline.edu/
Tuition	http://www.highline.edu/stuserv/registration/tuition.htm
Tutoring Center	http://tutoring.highline.edu/home2.htm
Women’s Programs	http://www.highline.edu/stuserv/womensprograms/
Worker Retraining	http://flightline.highline.edu/workforce/services/worker_retraining.htm

 

 

 

General how to when talking with students:

Where to refer students looking for ESL

Good questions to ask

 

 

Last updated: November 12, 2009