Macon State College “ Knowledgeable Response”

1. Macon State College“Knowledgeable Response” Customer Service Training Program Presented by the Excellence in Customer Service Task Force Plant Operations Office of Student Affairs 6-2009

2. “Connections” customer service training program State of Georgia and University System of Georgia goals; Faster, Friendlier, Easier

3. Five Customer Service Standards Courteous Helpful Accessible Responsive Knowledgeable

4. Why do we do it? Golden Rule – We treat others as we would like to be treated.

5. Macon State’s results? University System of Georgia Silver Award for Customer Service Institution of the Year, 2007 and 2008 Governor’s Commendation for Customer Service Excellence, 2008

6. NSSE National Survey of Student Engagement “Quality of relationships with administrative personnel and offices.” Scale of 1 to 7 1 = Poor and 7 = Superior All students in the USG selecting a 6 or a 7 = 29%

7. What about Macon State students?

8. 51% of Macon State students selected a 6 or a 7 in response to “Quality of relationships with administrative personnel and offices.”

9. So what do we need to do now? We continue to be Courteous, Helpful, Accessible, Responsive and Knowledgeable

10. Knowledgeable Response Enhance campus safety and security by responding in a knowledgeable manner to campus emergencies and concerns.

11. Emergency Response Plan

14. The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”: MACON STATE COLLEGEMACON CAMPUSEMERGENCY CALL CHARTMarch 2, 2009In the case of an emergency after normal business hours,MSC Security will be responsible for notifying building occupants of any action required.

15. Macon State CollegeWarner Robins CampusEmergency Call SheetMarch 2, 2009 Day Classes Evening Hours ‘til 8:30 The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”:

28. Campus Emergency Notification System • Macon campus • Delivered Friday 6/19/09; being installed this month • Indoor and Outdoor speakers • Ability to reach all outdoor areas • Ability to communicate in all buildings at the same time • Ability to communicate in individual buildings • Can be activated by Security by computer, radio frequency or cell phone • Capable of broadcasting pre-recorded or live messages.

29. Update: H1N1 virus

30. MSC Pandemic Influenza Alert Matrix

31. Pandemic Flu Plan

33. Emergency Care Procedures Guide

34. Macon State College - Macon Campus 2009-2010 Emergency Care Procedures Guide The objective of the College is to place a sick or injured individual into the care of family, personal physician, or medical facility. Emergencies During Hours of Operation Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Dial “9”, then “471-2700” for the Macon State College operator. Advise operator of the situation and ask for a security officer to meet the ambulance and escort emergency personnel to victim. Patient will be transported to appropriate medical facility. Non-life threatening emergencies: Go to any campus phone, dial “ 9”, then “471-2700” and advise operator of the situation. General Information & Telephone Numbers MSC Campus Operator: 471-2700 Campus Security Phone Number: 747-0155 Security officers may be reached by portable cellular phone at 747-0155. NOTE:Remember to dial “9” if you are calling from ANY campus phone. First Aid Supplies Minor first aid supplies (bandages, aspirin, antiseptics, etc.) can be found in the Office of Student Life and the Health Clinic. June 2009 Student Life Emergencies After Hours of Operations Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Phone campus security officer at 747-0155 and advise the officer of the situation. The security officer will meet the ambulance and escort emergency personnel to victim. Non-life threatening emergencies: Go to any campus phone, dial “9”, then “747-0155” and request assistance of a Macon State College security officer.

35. Behavioral Assessment Team

36. ?

37. Post Test and Evaluation

38. Thank you!