Consultants: Consultant Policy
Table of Contents
- Overview of Lab Consultant Rules
- Basic Responsibilities
- Schedule, Substitution, Absences, and Tardiness
- Payroll and Advancement
Overview of Lab Consultant Rules
ITS Academic Computing Lab Consultants are expected to provide prompt, courteous, and thorough service to faculty, students, and staff and to execute promptly routine duties and periodic tasks assigned by their Lab Managers, the Student Manager of the Academic Computing Labs, or the Manager of Academic Computing Labs.
When Consultants are not actively assisting a lab user or carrying out assigned tasks, their time is not restricted, provided that they remain at the Consultant Station and they do not undertake any activities that would inhibit their ability to provide immediate and effective service.
Consultants are expected and required to enforce and abide by all policies outlined in the Academic Computing Lab Usage Policy.
Basic Responsibilities
- Assisting users
- Enforcing the Comprehensive Academic Computing Lab Usage Policy
- Lab Maintenance
- Paper, Toner, and Miscellaneous Supplies
- Maintenance Rounds
- Emergency Situations
Assisting Users
When assisting a lab user, Consultants are expected to remain with the user until the user is satisfied that their problem has been resolved and/or their question has been answered.
With this is mind, "I don't know" is the beginning of a consultant's attempt to help a user, not the end. When consultants are confronted by situations or questions with which they are unfamiliar, they are expected to assist the user in finding the solution using lab manuals and/or web-based resources or by contacting consultants working in other labs - by phone or using the chatroom. As a last resort, questions may be directed by the consultant to the ITS Helpdesk or the the Student Manager of Academic Computing Labs. Consultants are expected to find an answer.
Enforcing the Comprehensive Academic Computing Lab Usage Policy
Consultants are responsible for knowing, understanding, and complying with the policies outlined in the Comprehensive Academic Computing Lab Usage Policy.
Consultants are responsible for enforcing all policies outlined in the Comprehensive Academic Computing Lab Usage Policy and for advising lab users of these policies when they become aware of lab users in violation of the policies. In the event that lab users do not willingly comply with these policies, consultants should not confront the violator but should inform him/her that their actions will be reported to the appropriate authorities (e.g. Public Safety) and then report the situation to the Manager of Academic Computing Labs.
Lab Maintenance
Consultants are expected to fix minor hardware and software problems to ensure the seamless operation of Academic Computing Lab equipment; when problems are beyond a consultant's expertise or are likely to be overly time-consuming, they are expected to:
- Add the problem to the tech queue on ED, detailing the name of the computer and the specific nature of the problem. If the problem is especially major or needs immediate attention and a dispatcher is unavailable, contact the Student Manager of Academic Computing Labs, Dan Macalinao (dmacalinao) or Chris Caesar (ccaesar) specifying again the computer and type of maintenance required.
- If the computer is experiencing problems that could result in the loss or damage to a user's work, the consultant should attach the "STOP" sign to the monitor of that computer so that no other users run into the problem.
Paper, Toner, and Miscellaneous Supplies
In addition to routine user-initiated service to lab computers, consultants are expected to respond immediately to requests for printer paper and toner. Should a consultant notice that the on-hand stock of paper or toner in the designated lab storage area is running low, they should email the Lab Manager to alert him/her.
When opening a lab, consultants must restock to capacity the paper in all printers.
Under no circumstances are partial reams of paper to be left next to printers. Paper that cannot be placed in the printer paper trays is to be returned to the designated lab storage area for future use.
In the event of extreme supply shortage, when replacement paper and toner cannot be found in the designated lab storage area, consultants should email labsupplies@wesleyan.edu and contact the Student Manager of Academic Computing Labs immediately. For immediate relief, additional supplies can be borrowed from another lab. In such a situation, the Head Consultants of both labs and Labsupplies must be notified via email.
Other supplies such as staples, tape, paper clips, floppies, and transparencies should also be stocked at all times. The consultant should contact the Lab Manager to acquire new supplies. Additional toner cartridges are available in the closet of the fishbowl is ST Lab. When finished, old cartridges should be left in the pile outside of the computer store. Consultants are expected to properly remove and the cardboard boxes of paper once empty and not just leave them in the lab.
Maintenance Rounds
Consultants are responsible for the appearance as well as the functionality of the lab. Consultants should make periodic rounds to straighten chairs, recycle paper, and gather trash. These activities are required and consultants should not have to be reminded to do them by their Head Consultant or the Manager of Academic Computing Labs. Repeated reminders will result in a sanction at the discretion of the Head Consultant and the Student Manager of Academic Computing Labs
Consultants should immediately notify their Lab Manager and the Manager of Academic Computing Labs if they notice any damaged or missing equipment.
Emergency Situations
When a situation develops that requires immediate action, consultants should contact the Manager of Academic Computing Labs. If the consultant is unable to reach the Manager of Academic Computing Labs, they should call the ITS Hotline (ext. 4959) and Public Safety.
Public Safety should be notified immediately in any situation that puts life or property at risk.
Schedule, Substitution, Absences, and Tardiness
Schedule and Substitution
Consultants are expected and required to work the hours for which they are scheduled.
When a consultant foresees a conflict they must arrange for another consultant to substitute by emailing his Lab Head at least 48 hours in advance. The Lab Manager will then arrange for a sub. In the case of a last minute emergency or illness in which the consultant does not have time for this procedure, he or she should send a request for a substitute to labsubs@wesleyan.edu with the lab, date, and time of the shift in the subject header. Consultants are allowed no more than 4 sub requests per semester.
In the circumstance that a substitute cannot be found the consultant should contact their Head Consultant immediately so that other options can be pursued.
If the time conflict is for an extended period of time (such as for personal issues), then the consultant should ask the head consultant to reschedule the shift for someone else.
Absences and Tardiness
Unexcused absences will be taken extremely seriously.
Excessive tardiness (15 or more minutes late) will be considered tantamount to absence.
When not helping students, consultants are expected to be at the Consultant Station. Consultants are free to take bathroom breaks, but should not leave to grab food or talk on the phone.
Sending out a sub-request e-mail just before or during the shift in question will also be considered an absence. Sub-requests must be sent out at least 48 hours in advance. If this time-frame is made impossible because of special circumstances, the Head Consultant must be contacted as well.
The first unexcused absence will result in a warning from the head consultant. Student life can be chaotic at times, but it is the consultant's responsibility to send a sub e-mail.
The second unexcused absence will result in a meeting with the Head Consultant. This is an opportunity for the consultant to explain the situation. If it is a continual time conflict, the consultant and Head Consultant could work out a new shift schedule in order to avoid future missed/late shifts.
The third unexcused absence will result in a meeting with the Head Consultant, the Student, and possibly another Head Consultant/Student Manager and/or the Student Academic Computing Lab Manager. Sanctions include, but are not limited to, loss of hours, loss of seniority preference in scheduling, and loss of scheduled salary increase.
The fourth unexcused absence will result in a meeting with the Head Consultant, and the Student Manager of Academic Computing Labs. A fourth unexcused absence is grounds for dismissal at the sole discretion of the Manager of Academic Computing Labs. If the absence is determined not to merit immediate dismissal, sanctions of the type outlined above, will be imposed by the Manager of Academic Computing Labs.
Meetings
Staff and/or training meetings will be scheduled periodically by Lab Managers or the Student Manager of Academic Computing Labs.
Attendance at meetings is considered equivalent to attendance at regularly scheduled shifts. Schedule conflicts should be resolved prior to the meeting; excuses offered after the meeting has been missed are not valid unless they pertain to medical emergencies or special circumstances.
Scheduling of Shifts
Each lab's schedule will be organized by Student Lab Manager.
Seniority and prior sanctions will be taken into account during scheduling.
Recognizing that consultants' schedules are likely to change during the Add/Drop period, each lab will follow a temporary schedule from the beginning of the semester until the Add/Drop period ends. Participation in the temporary schedule is required of all consultants, regardless of the many difficulties each may face in attempting to finalize their academic course schedule.
Failure to schedule sufficient shifts during the temporary schedule will result in loss of seniority privileges when making the permanent schedule.
Once the permanent schedule is in effect, shifts may be changed only with the authorization of the Head Consultant.
Payroll and Advancement
Schedule of Salary Increases
Information about salary increases is available here.
Advancement
Advancement, be it to the next level of the payroll schedule or to a Manager-track position, is both a reward for excellent service and augmentation of skill and a recognition of the greater responsibilities that experience brings.
Advancement is not automatic and will only be conferred on consultants who demonstrate responsibility and a development of their skills. Absences, repeated tardiness, or failure to execute consultant responsibilities will all result in forfeiture of salary increase.
Timesheets
Consultants are expected to submit accurate and honest timesheets at the appropriate time. Falsification of timesheets will be grounds for sanction or dismissal at the discretion of the Manager of Academic Computing Labs. Consultants who enter times apart from their regular schedule are expected to account for these times should questions as to their validity arise.
A timesheet schedule will be posted in each lab and the Assistant to the Manager of Academic Computing Labs will send reminders before the timesheets are due. On average pay sheets are to be submitted every week (by 9am on Monday). Timesheets may also be submitted electronically once the system is in place in ED.
IMS is a subdivision of ITS, Wesleyan University