Policies, Guidelines, and Workplace Etiquette

This is a list of basic etiquette for your work time in the Writing Center. See the navigation bar at left for more specific work-related policies and guidelines.

Appointment Etiquette

Don’t keep writers waiting. If they arrive a few minutes early and you haven’t been in a session and don’t need the five minute break, go ahead and begin the session up to five minutes early. Being rigid about the start time can make a person feel unwelcome and may lead to further delays. Even starting a minute early can set a more positive tone for the session. Also, writers should always be greeted by anyone in the center that they come across. This is not just a front desk duty—it is part of maintaining a welcoming environment. Also, if writers need verification of their appointments, the purple sheet can provide this; don’t sign other forms except for scavenger hunts.

Cellphones and Other Electronics

Put them away. Cellphones and other electronics only distract you from keeping an eye on what’s happening in the center. If you need to check your cellphone, you can do it in the lobby area next to the front desk. Don’t keep it out where others can see and potentially steal it. Keep the ringer turned off. The iPad can be used by the shift supervisor only to check the schedule, register writers, etc. Headphones should also not be on or visible on you while you are working.

Challenging Situations, Unhappy Visitors

If anyone is unhappy with our services, do the following in order:

1. Listen carefully to their concerns. Make sure you know what they problem is before making any conclusions.
2. Work with them to clear up the problem if you can.
3. If the person is dissatisfied with our policies or practices and cannot be satisfied by the available staff, be sure to give the person Shon’s business card and say that we would appreciate it if they would contact Shon to provide feedback. This includes people who no longer are expressing dissatisfaction, but who still seem unhappy.

If anyone in the center creates a disturbance, the shift supervisor, or any writing tutor dealing with the issue, should be backed up with the presence of one other tutor or the front desk worker.

If the person won’t listen to reason, ask them to leave. If they won’t leave, an Academic Centers Director (WC, MRC, TC, or MESA) should be tutored if they are available in the Centers. If the directors are not available, ask the front desk to help. If you feel unsafe or if the person is aggressive, call Public Safety from the front desk or from the cubicle phone. Dial 3218.

Check your schedule

It is your responsibility to know your daily and weekly schedule and any tasks you’ve been assigned. Check it at the beginning and end of each day, especially placeholders.. If you are scheduled for a workshop or class visit at the beginning of your shift, you need to know this in order to plan accordingly and avoid rushing to prepare at the last minute. This is especially true if you work the opening shift.

Computer Use

Besides the staff computers, the computers are for writer use. We need to keep them open for writers, so try to stay off the computers as much as possible. Do not keep yourself logged on to a computer if you are not sitting there. This applies to all computers. Be considerate of others who would like to use them. Computers are for WC related work or homework (if all other duties have been taken care of). Do not use them for general browsing or social networking.

You may use your own laptop during your downtime, but again, don’t get caught up with browsing or social networking when you could be doing something work-related.

The iPad is for shift supervisor use only. If you want to see your schedule, use your phone or your own laptop.

The two computers in the cubicle are for use by the director and lead tutor only unless you are given explicit permission to use them.

“Down Time” (what to do when you’re not in session)

Sometimes, especially at the beginning of a quarter, you may go extended periods of time without taking a session. Here are some do’s and don’ts for this time. As a general rule, while you’re on the clock, you need to be doing something Writing Center-related.

Do

• Take initiative! If you don’t currently have a task, find one. Make one.
• Complete any cleaning tasks that need to be done
• Do (more) observations
• Work on your tutor homework
• Read class material
• Have “couch talks” related to sessions
• Ask if anyone needs help with their current task or committee work
• Browse resources (online or in print)

Don’t

• Wait to be told what to do. Often, others are busy with their own tasks, and other tutors are not there to direct you.
• Disrupt others in sessions
• Conduct yourself as if you were in your own living room. Remember that this is work! Casual is fine; unprofessional is not.
• Watch videos not related to work (especially with the sound on!)
• Monopolize the work computers
• Distract the shift supervisor or other tutors who are working

Email

Check your staff email at least once per weekday. Be aware of events going on in the writing center and any issues that come up. Reply to emails sent to you within 24 hours. If an email asks you to complete a task, reply to that email when you’ve finished the task with “Done!” or reply with your progress. An email labeled “High importance” requires immediate action. If the task takes longer than your original 24 hour reply, reply with your progress.

Emergency or Dangerous Situations

Become familiar with Highline’s emergency procedures.

If you feel a situation has become or is about to become threatening or dangerous, Security should be called (ext. 3218). You can use the phrase, “We need a green folder” to indicate trouble without having to say more in front of the difficult person. If the person has a weapon, or you suspect a weapon, call 911 and get away from that person immediately.

If you witness a dangerous situation outside or if you hear gunshots, immediately call 911 and then call security (3218). Give them as much detailed information as you can about the location of the situation.

If the directors and leads are not present in the space, the program assistant, Kimi, is in charge. If she is not present, designate someone to be in charge. Our shelter in place location is room #608, the Umoja classroom. Gather everyone in the space and do the following as quickly and quietly as possible. Take your phone but leave other belongings.

• Turn off the lights.
• Block any windows that are easy to see into.
• Block the doors with heavy furniture.
• Silence your cell phone, including vibration, but try to leave it on if you can in case you need to call out. The “Do Not Disturb” function works well for this purpose.
• Ask everyone not to leave the room, but if they insist on leaving, don’t try to detain them.
• Remain quiet. While it may be tempting to talk at a normal volume, especially if you aren’t aware of imminent danger, remaining quiet increases your chance at remaining safe.
• Remain in the shelter location until law enforcement comes to evacuate you. They will identify themselves. Comply with all law enforcement requests and move quickly. Inform them of any individuals with special needs.

If a person is dangerously ill (passes out or has a seizure, for instance), call 911 and then call security (3218). Identify someone to go downstairs to the library circulation desk to request medical assistance.

In the case of a fire alarm,

• Leave your belongings.
• Clear everyone out.
• Use the stairs.
• Assist those with mobility impairments. Use the evacuation chair for anyone who cannot use the stairs on their own.
• Move to the courtyard near the library and stand together in one group.

Food and Drink

Drinks in the lounge area are okay, but do not eat in the main space. Eat in the kitchen only. If you are working, you may go in the kitchen to eat for about ten minutes every 2 to 3 hours, as long as you are not needed. Inform the shift supervisor where you’ve gone.

Front Desk

The program assistant and front desk workers manage the space. It is the shift supervisor’s responsibility to coordinate with the front desk to direct and escort writers who make an appointment. Be polite to the front desk workers!

Main Space and Kitchen Etiquette

Main space

If you are working at the tall tables next to the Writing Center space, leave room for others to work there. If you move away to take a session, don’t leave your belongings there. Remember that this is a shared space; it doesn’t just belong to the Writing Center.

Lounge area

The lounge area next to the windows is also a shared space and is open to the Writing Center and Math Resource Center. Keep conversation at a normal level. The same rules apply to the lounge area as the rest of the space: no food, no phones, no videos. Keep your conversation professional. Don’t say anything you wouldn’t say around someone else’s grandma.

Keep both the lounge and kitchen clean and orderly. Put your belongings in the cabinet unless you are using them. Feel free to relax, but this doesn’t include lying down or leaving belongings lying around.

On the Clock/Off the Clock Guidelines

We want the WC to be a place where you and other writers feel at home, but being in the WC still comes with the responsibility to maintain a friendly, informal but professional environment.

On the clock

When you are on the clock, wear your name tag at all times. Pay attention to what’s going on around you. Be aware of when you have appointments and don’t get distracted. If you need to step out for a couple of minutes, inform the front desk worker.

Off the clock

You’re free to use the space off the clock, but if you are distracting others, you may lose this privilege for everyone. A little chatting is fine, but if someone who’s on the clock has tasks they need to complete, let them do those tasks.

Using the Center as a writer

If you are off the clock but in the writing center for a scheduled session or to use the computers or resources for your own writing, sign in as a writer (instead of staff) so our records include everyone we serve.

Rules (Bending Them)

There are times when we have to make accommodations for writers, which requires us to bend the rules a bit. If a writer who is not currently enrolled at Highline wants to have a session, we can only schedule a session if they are enrolled in the next quarter. If the situation is unclear, check with the director. The 2-hour a week time limit is firm unless specific accommodations have been arranged with the director. If a writer has special circumstances and persists in wanting extra time, refer them to the director. However, generally, we should explain our policy and stick to it.

Sharing the Workload

It’s important for all tutors to get plenty of session experience and to participate in other WC services like workshops, class visits, and public events. Your training and professional development require real experience, and CRLA credentials require at least 25 hours of direct tutoring  per level. So whenever possible, we want all tutors to work during some of the high traffic hours and to take part in the other services. When you submit your available and preferred hours, keep this in mind. Also keep in mind the needs of the WC, such as having experienced staff available to cover all of the time slots, including opening and closing times. This also means that you must include more than just your minimum and preferred hours.

Socializing

“Couch talks” are an important part of the continued learning process for tutors . You need a space to process and debrief your sessions. However, these talks should remain professional. NEVER complain about writers, instructors, or fellow tutors while in the Center.

The Writing Center is a place of community and support. Give only love and respect to your fellow tutors. If you don’t have anything kind to say, don’t say anything. Do not bring interpersonal conflicts into the Center. Doing so creates a tense and toxic environment for everyone that is not acceptable.

Staff (Placeholder) Time

Staff time includes work on job-related projects and committee work. Associate leads may take up to eight hours of staff time per quarter, and other returning tutors may take five. After those limits, more is possible, but only with approval from the director or lead tutors.

 

Writing Center Online

Always be aware of your WC Online schedule; anytime you have a place holder or an appointment, check the information to for relevant details. Get into the habit of checking your schedule for the next day. Sometimes, you may be scheduled for a class visit, workshop, or other event that requires preparation, and you don’t want to be caught off guard at the last minute without being prepared.

If you are changing a writer’s appointment, do it while the writer is there. Staff should sign in and out on WC computers only. Writers should sign in and out on the computer by the door. Only registration and appointments should happen on the iPad, not signing in and out.

Placeholders

Generally, you should not put placeholders in for yourself unless asked to do so by Kiera or Shon unless you’re a committee chair or associate lead. Always leave a note explaining why you have a placeholder.