Good communication skills and a positive, helpful attitude are essential to working with a diverse campus community. Learning Technologies Student Consultants work directly with the public, hence this aspect of the job is particularly important.

Consultants have four primary areas of responsibility in the labs and libraries: 

• Providing front-desk support and computer assistance to lab and library customers
• Ensuring that scheduled classes run smoothly
• Monitoring printing
• Ensuring the security of lab and library equipment

Daily Tasks (completed once per shift):

Task	Summary
Clock-in	Clock-in immediately upon arriving to lab at https://ucsclt.humanity.com
Check support tickets	Check to be aware of current lab issues
Update CruzPay	Enter work hours for day, make corrections as needed
Top-up printers	Check and refill low or empty paper trays
Chair Checking(labs only)	Make sure that each computer workstation has a chair.
Daily Survey(libraries only)	Complete the Google Form at https://docs.google.com/a/ucsc.edu/forms/d/110v-djnzitEXYbZuLZSPPZpr2pTCQamJG3JtKFHGmSY/viewform?edit_requested=true
Clock-out	Clock-out at end of shift. Make sure to click the clock-out button on Humanity before signing out.

Ongoing duties (completed multiple times throughout your shift):

Task	Summary	Frequency
Monitor Printers	Check status of printer(s) and replace paper and toner when needed.	Every 3 – 5 minutes
Visually Scan the lab/library	Keep track of what’s going on in the lab; check if anyone needs help.	At least every 3-5 minutes
Walk around the lab/library	Check for customers who need help or are not following policy Straighten up chairs, mice keyboards Look for:  – Signs of broken tech – Misplaced items/devices – Abandoned stations left logged-in	At least every 20 minutes

On-Call Duties (completed as needed):

Task	Summary
Replace printer supplies	Toner replaced at 2%, paper replaced when low.
Replace lab supplies	Replenish supplies of lab from consultant cabinet as needed (ex: put staples in stapler, put out new box of tissues). Update supply count on the corresponding lab page.
Provide instructor assistance(for lab with scheduled classes only)	Help with projector and lab computers. Answer general questions and refer or contact others for issues you cannot resolve.
Manage lost-and-found	Log and store misplaced valuables in the consultant cabinet; Store other misplaced items in the lost-and-found bin.

Clock-in / Clock-out procedure

Humanity is the website we use to keep track of consultant clock-in times. It is essential to record your shifts by clocking-in at the start of your shift and clocking-out at the end of your shift. To access the Humanity login page, go to: https://ucsclt.humanity.com.

After logging in, navigate to the “Time Clock” widget found on the Dashboard page. Click the “Clock In” button at the start of your shift, and make sure to click the “Clock Out” button before you leave at the end of your shift. 

Note: You can only clock-in and out on the designated consultant workstation. Otherwise, the clock-in / clock-out button will not appear. We can see which location you clock-in from. If you clock-in/out location does not match your designated shift location, it can result a strike.

Late Clock-in Policy

We understand that it takes time for you to sign-in and navigate your way to the clock-in page. Therefore, you have a 7-minute grace period to clock-in after your shift starts. 

• If you clock-in more than 7 minutes late, email consmgr@ucsc.edu. Otherwise, we will assume you arrived late and not pay you for that time. Please do not use the “Notes” section on Humanity to inform us about clock-in discrepancies.
• If you are running late to a shift, let the consultant before you know in addition to contacting consmgr@ucsc.edu.
  • If you were more than 7 minutes late, but there is good reason to stay a few minutes after your shift would usually end (i.e.: next consultant is a no-show and weren’t able finish chores because of an in-session class), we can make an exception for you to make back those minutes after your shift would normally end.
• Do not clock out early. You should not clock out more than 7 minutes before the end of your shift.

If you are having trouble clocking in on time, you might want to arrive early to give yourself time to get settled. Please email consmgr@ucsc.edu with any questions or concerns.

Update CruzPay 

Be sure to update your CruzPay timesheet at every shift. Proactively entering your hours and comments at every shift prevents errors and allows your timesheet to get processed more quickly. CruzPay can be tricky, so make sure to hit “Save” after every entry.

Check Slack frequently

Student Consultants are required to check Slack every 10-15 minutes. This will alert you of any updates on urgent issues you should know about during your shift.

Log In to LTweb at Beginning of Every Shift

Keep an eye on all tech requests in the lab/library you are working in so you know the status of issues.

Check the Support Request System

Consultants need to check the Support Request System on LTweb at the beginning of EVERY shift. For more information on this please see the section “Troubleshooting and Reporting.”

Visually Scan the Lab or Library at Least Every 3-5 Minutes

This allows you to keep track of what’s going on in the labs/libraries and spot customers needing help. This also makes you look available and is one of the most important aspects of your job (and is also an important aspect that you are evaluated on!).

Walk Around the lab or library at Least Every 20 Minutes

• Check for customers that look like they might need help or are engaged in activities that are against policy. 
• Pick up trash and straighten up chairs, mice, and keyboards.
• Look for signs of broken technology and out-of-place devices.
• Students frequently leave removable media in the labs and libraries. Periodically check around for these lost items and follow the proper procedure for them.
• Check to make sure customers have logged out.

Identify Malfunctioning Equipment

Please refer to the section titled “Troubleshooting and Reporting” for all policies related to malfunctioning equipment.

Acknowledge Customers as They Enter the Lab or Library

Simply acknowledge everyone who comes into the lab or library with eye contact, a greeting, or a nod. Be sure to smile and look friendly so customers are not intimidated to approach you if they need help.

Monitor Printing

Continuously monitor the printing situation in the labs and libraries. When you begin your shift, make sure there is enough paper in the printers(s). You can find the printer status at the corresponding lab page.

Check to Make Sure Customers Have Logged Out

It is critical that all customers log out when finished with their session to ensure no one can access their UCSC account or print from their account. Please frequently check around the lab/library for stations that are logged in but have no customer. You will be able to see if a customer is logged in but left the station unattended because the screen saver will appear after 10 minutes. If you find a machine in this state, you should follow this following procedure for both platforms:

1. Go to the command prompt:
   1. On Mac, use search spotlight (Command + Spacebar) and type “Terminal”, then hit enter/return.
   2. On Windows, use run window (Windows + R) and type “cmd”, then hit enter/return.
2. Type in the command “lablogout” (without the quotes).
3. Press Return/Enter.

This command runs a script that will notify the customer that they left a station logged in at the computer and warn them about the dangers of doing so. It will then log them out of the computer. Please use this command instead of logging-out the user normally.

Keep Track of the Supplies in the Lab and Libraries 

If you use a supply, make sure that you record this via the supply tracking system on LTweb. Make sure to use the guide below to decrement as specified. This guide can also be found taped on the inside of the consultant cabinet doors.

Supply	Procedure
Paper	Decrement when ream is first opened. Do not decrement if using an already opened ream.
Staples, Paper clips, Gloves, Disinfectant wipes	Decrement when box is empty
Tape	Decrement when put in tape dispenser
Sanitizers, Computer wipes, tissues, disinfectant wipes	Decrement when taken out of cabinet for public use

If a supply stock gets too low, this system will automatically flag the staff of which supplies to replace. If a supply that is not listed on the tracking system gets low please be sure you report a Supply Issue under the Support Requests on LTweb.

Please note that Porter Arts, BE 109, and the Social Sciences labs have multiple consultant cabinets. Additionally, Cowell Apartments lab has a storage room for paper, which is located near the printers.

Clean and Organize Lab and Library Equipment and Facilities Periodically

• Push in chairs
• Clear off tables and desks of all trash
• In the labs, anything you find which is not trash, food, or drinks should be placed in the lost and found bin, along with a note telling when and where you found it. 
• Any water bottles or mugs should be emptied out in the nearest restroom before being placed in the lost and found bin. 

Also, in the labs, dry-erase boards must be erased at the end of each class. This is to ensure that images do not permanently stain the boards.

Clean Lost and Found Bin in the Labs

Please keep an eye on the box and organize it as needed. If there is any food or drink in the bin, please remove the offending items and submit a support request if the bin needs to be cleaned or replaced. Valuables should be placed in the consultant cabinet. 

NOTE: Any items found in the libraries should be given to staff members at the Circulation desk.