Using Cell Phones & Laptops
The phones at the Help & Information Desk are multi-line landlines. You can place patrons on a brief hold if you need to ask a supervisor a question, look something up, or help another patron. You can also transfer callers to other extensions across campus.
Use the following script (or something similar) when answering the phone: "Good Morning, Help and Information Desk, this is _____, how may I help you?"
Communicate with the patron as you work to find them an answer. Remember that they can't see you, so if you need to look something up, ask if you can place them on a brief hold while you look up the answer, confer with a supervisor, etc. You can also transfer the call to another phone line if the question is best handled by an individual staff member at their personal desk, or another university department like ITS.
To either place a call on hold or transfer the call, you need to select the three dot menu button from the phone's touch screen, which appears when you have a live call:
You will then be given the choices of placing the call on hold, transferring the call, or parking it (which we don't use, so you don't need to worry about it). To place the call on hold, simply select the "place call on hold" option. Select the "resume" option when you're ready to talk to the patron again. Make sure to say "thank you for holding" when you resume, so they know you're back.
If you select "Transfer" to transfer a call, you will be prompted to search for the call recipient by name, but you can also type in the four-digit extension. You can use the library's staff directory or the university website to look up their 4 digit extension (the last four digits of their phone number). Remember that you can only transfer to numbers on campus.
If you need to transfer the patron, tell them that you are transferring them and what number they can call back in case the number gets dropped
Once the transfer goes through you may hang up the call.
Ending a Call
Whenever you're getting ready to end a call, make sure that you:
Please be prepared to start your shift exactly at the start time. You may arrive a few minutes early to ensure a smooth shift transition.
If there are problems with your schedule, let us know as soon as possible. You are a student first, and we understand that, so we want to make sure that your work schedule does not interfere with your education. Give us advance warning so we can work within your schedule.
Please make sure to pay attention to your schedule (and your preferences!) when requesting shifts. We try to be as accommodating as possible, but we depend on our students and their attendance.
All Northeastern student workers can work up to 20 hours a week while enrolled full time. Work study students can work based on their award amount. Staff may assign you hours based on your current schedule, or give specific instructions to you for how many hours you can sign up for in When to Work, our scheduling software. Please pay attention to those hours and limitations.
Time off Requests - Generally, time off requests should be used well in advance of the shift in question. Please use email or messaging within 48 hours of the shift you need to drop, not the time off function.
The time off request page will allow you to review your past requests and their status as well as make new requests. Until your time off is approved, it will remain as pending and will not be removed from your schedule. Once approved, the shift will be considered unassigned, and available for other students to pick up.
Trading or Dropping Shifts - If you cannot make a shift and you are willing to trade shifts with another student employee, you can add your scheduled shift to the trade board. On the Trade board form, you have the option to select trade, drop, or both. Selecting “Trade” will allow you to trade shifts with anyone willing to pick up your shift. We recommend that you leave a comment stating what days you are able to trade shifts. If you select “Drop” when you add a shift to the trade board, your shift will only be removed from your schedule if someone picks it up. By clicking “Either” that means that you are willing to trade shifts or you are ok with dropping the shift if a trade can’t be made.
Adding items to the trade board means that you are responsible for covering that shift if it is not picked up. If your trade is not picked up, or the trade is not confirmed you can remove the shift from the trade board by clicking on the shift and click on the “DELETE Entry” button. This will delete the shift from the trade board and it will remain on your schedule.
If you put a shift up on the trade board and it is not picked up, you are still responsible for that shift. If it is a last minute emergency, please make sure that you call the library to notify us that you won’t be in and send an email to all managers and backup supervisors on When to Work to let us know that you will be absent.
Sending Messages through When to Work – Don’t worry about collecting email addresses - you can use When To Work to send messages. The Messaging page allows you to select the names of the people you’d like to send a message to. All student employees and backup supervisors are listed by last name. All full time supervisors are listed as “Manager.” If you are not sure who your shift supervisor is, you can select all staff listed as “Manager.”
Please speak with on desk supervisor before you take your break. The supervisor on duty may deny a paid break (up to 20 minutes) based on staffing.
You cannot use your break to leave early or come in late to a shift.
Disciplinary issues: If there are repeat issues with a student’s behavior, inability to follow directions or complete tasks, or complaints from other staff or supervisors, a student worker may be placed on probation. Failure to abide by the terms during the time limit set in the document may result in dismissal from the position.
Misuse of Information: Using personal information you get through your job for your own purposes, or sharing personal information for any reason, is unacceptable.
Timesheets are submitted through the Student Employment Website weekly. Timesheets must be submitted by 10:00 am Sunday for the previous week's shifts.
Remember to clock in and out for each of your shifts on the semester's shift form. If you do not clock in/out for each of your shifts, we may be delayed in approving your timesheet in time!
Even though timesheets are due weekly, payroll is submitted bi-weekly. You can set up your first deposit through mynortheastern.edu.
If you have to quit we understand, though we hate to see you go!
Please give us the standard two weeks’ notice if you have to quit. We understand that sometimes this is not possible do to outside influences, but advance notice helps us cover the remainder of your shifts.
Use the trade board – still have a shift or two left in the week? Put them up on the trade board and see if someone else can take them.
When requesting a reference:
All of this also applies after you have graduated – you can always reach out to us in the future, but please follow these basic guidelines.