BAY de NOC COMMUNITY COLLEGE PERSONNEL POLICIES AND PROCEDURES

Originator:    Board of Trustees

Revision Date:

Subject:        Personal Conduct

805                 COMMUNITY AND STUDENT RELATIONS                         POLICY

It shall be the policy of the Bay de Noc Community College Board of Trustees to provide its community and students with the best possible service.  Employees are expected to treat students and the community in a courteous and respectful manner at all times. 

PROCEDURE:

805.1  Employees should always remember that the student comes first, is the principle reason for the organization's existence, and is therefore the ultimate source of each employee’s job income.  Students should always be treated with the same common courtesy and respectful manner that each employee would want if the roles were reversed.

805.2  Employees with student contact are expected to promote the college’s best interest and to build good will.  Such employees should also report recurring student-related problems to their supervisor and/or make suggestions for changes in college policies or operating procedures.

805.3    Employees should be prepared to listen carefully to student inquiries and complaints and then deal with them in a responsible, professional manner.  If a controversy arises the employee should attempt to explain college policy in a clear, deferential manner.  If a student becomes unreasonable or abusive and the employee cannot resolve the problem, the student should be referred to the employee’s supervisor.

805.4  Employees should be particularly careful to exercise courtesy and thoughtfulness in using the telephone.  A positive telephone contact with a student can enhance good will while a negative experience can destroy a valuable relationship.  The following procedures should be observed whenever possible:

a.      when answering the telephone, use a pleasant voice, give the name of the department and identify yourself;

b.    if the person with whom the caller wishes to speak is on another line, ask the caller if she/he wants to be placed on hold;

c.      if a caller has been placed on hold, carefully monitor the holding period and offer to have the call returned if the person with whom he/she wishes to speak is not available within a reasonable time;

d.      when taking a message, take the caller’s name, phone number, and brief message describing the nature of the call, make sure it is recorded correctly and given promptly to the appropriate individual.