Employee Handbook

University of North Texas

Department of Housing and Residence Life
Welcome
The Department of Housing and Residence Life consists of nine residence halls which house approxi-
mately 4000 students. In order to service our customers, Housing employs approximately 105 full-
time and 235 part-time employees.

Housing takes great pride in providing quality service to the students of this university. Each em-
ployee is equally important to our Housing Organization. Every employee is equally responsible for
quality performance in their job duties. Housing is a TEAM and it takes TEAM members working to-
gether to do the job right!

This handbook provides you with important information concerning policies, procedures, and benefits
which allow you to participate as a successful team member.

Mission Statement
The Department of Housing and Residence Life will strive to be a “home away from home” residence
for students. We are dedicated to the resident not only as a student, but also as a valued person and
customer. We will strive to provide a safe, comfortable environment conducive to the educational, so-
cial and overall developmental growth of the resident. We will promote the concepts of wellness, aca-
demic excellence, civility and community to those living within our residence halls, as well as to the
University as a whole.

Customer Service Strategy

It is our commitment to make a positive connection with the students, faculty, and staff of this univer-
sity. As an employee of housing, you are the front-line of service. You can positively or negatively af-
fect the attitudes of others toward Housing and the University.

Our customers are the reason we keep the residence halls open every semester. It is for them that we
provide an environment that is clean, safe, cheery and attractive. As an employee of Housing, you
must show patience towards our customers and keep communication positive. Never treat customers
as an interruption to our business; they are the very reason for our business.

The basic ingredients for customer service are:

• Behavior which demonstrates concern for customer needs

• Knowledge of Housing policies and resources

• Constant striving to change the system when impediments to customer service become evident

• Courtesy and a smile

The proper procedures for serving a customer include:

• Greet all customers promptly. Acknowledge every person entering your residence hall or
department.

• Phrase your greeting tactfully, be friendly and smile.

• Give the customer your full attention. Make the customer feel valued.

University of North Texas Department of Housing and Residence Life Employee Handbook 2
• Try to see a problem from a customer’s point of view. Let the customer know that you can help.

• Get help from your supervisor if you are unable to answer a customer’s question, cope with a
problem or give the customer what they want.

Telephone Etiquette
Telephone etiquette is an extension of good customer service. A customer’s opinion of Housing can
be formed with one phone call.

The following are tips for providing good customer service over the telephone:

Answer the phone within three rings. Remember that a smile on your face can be heard by
the person on the other end.

Identify your hall (or department) and yourself. The accepted way to answer the telephone is
“(housing department; name of hall). This is (your name). How may I help you?”

Keep a customer on hold for no more than one minute. Return to the caller and ask if they
wish to continue holding.

Find out promptly where to transfer the customer. Do your best to get the information they
seek yourself. Many customers are distressed because they have been transferred several
times. If this happens, apologize to the customer for the confusion. Let the customer know
that you can help or will find the right person to help.

Let the customer know what steps you are going to follow. Give the extension of the person to
whom you are transferring the call to in case the customer gets disconnected. Be sure to let
the receiver know who it is that you are transferring.

Workplace Etiquette
In order to be an effective housing team, we depend on the mutual respect and cooperation from each
team member. You are an important part of our team.

To help our team function more smoothly, enabling us to better serve our customers, the following ele-
ments are key:

• Be on time

• Be considerate of other staff members

• Volunteer to help others. “See” jobs that need to be done without being told

• NEVER say, “That is not my job.”

• Don’t gossip

• Welcome new employees

University of North Texas Department of Housing and Residence Life Employee Handbook 3
 • Remember to use good customer service with department visitors and telephone callers

• Greet each visitor promptly

• Offer to help visitors if the person they are calling is not in

• Inform visitors how long they may have to wait if the person they are meeting is busy

• Make a visitor in your department a priority over any phone calls you may receive

Dress Code
Employees must dress neatly and in a manner that is appropriate to their job duties. Presenting a
good appearance to our customers is important.

The dress code for the various job functions within the Housing Department is as follows:

Custodians
Fall and Spring Semesters
Custodians are to wear their approved custodial uniforms, Monday through Thursday,
throughout the fall and spring semesters. On Fridays, custodians may wear departmental
t-shirts.

Summer
Custodians working in any capacity out of the public eye are not required to wear their
uniforms; however, their clothing must meet accepted standards of safety for protection from
chemicals and hazards. In certain cases, this will exclude the wearing of shorts or cut-offs.
For safety reasons, custodians must wear closed toe shoes.

Assignments / Collections, Desk Staff, Hall Directors, and Central Housing Staff
Fall and Spring Semesters
In general, the minimum standard attire will be for a “more casual” item of clothing to be
balanced with a dressier piece of clothing. Examples: jeans with a vest; t-shirt with a skirt.

Dresses, skirts, and slacks are acceptable. Dresses and skirts are not acceptable when
“micro-mini” length; they should reach at least mid-thigh.

Jeans are acceptable only if worn with a shirt with a collar (e.g. polo shirts, oxford shirts, etc.);
with a shirt with a dressier fabric, (e.g. rayon, silk, pique knit); with a departmental
t-shirt; with a vest. Jeans are NOT acceptable when paired with a non-departmental t-shirt,
when not in good condition, or when they are “skin tight.”

Shorts are acceptable only if “skorts” (full and longer, appearing to be a skirt), or tailored walk-
ing shorts (reaching at least mid thigh, usually pleated and/or cuffed). Regular long shorts are
acceptable only with a matching jacket or part of a matching set (shirt and shorts) made of a
more dressy fabric. Shorts are not acceptable when paired with a non-departmental t-shirt.

Summer
Any desk staff member, central housing staff member, or hall director working out of the
public eye, can wear whatever he or she chooses as long as it is not provocative (see-
through, off-the-shoulder, etc.), doesn’t contain holes or is not dirty. This group includes con-

University of North Texas Department of Housing and Residence Life Employee Handbook 4
 ference clean-up supervisors and maintenance special assistants.

Assignments & Collections and Central office help should follow the fall and spring dress
code.

Conference hosts should follow the fall and spring guidelines from Monday though Friday 8:00
am to 5:00 pm (AND when doing a check-in if it is other than 8:00 am to 5:00 pm).

Maintenance Workers
Fall and Spring Semesters
Maintenance workers are to wear their approved uniforms Monday through Thursday,
throughout the fall and spring semesters. One Fridays, maintenance workers may wear
departmental t-shirts.

Summer
Maintenance workers working in any capacity out of the public eye may wear whatever they
choose as long as it is not provocative (see-through, off –the-shoulder, etc), doesn’t contain
holes or is not dirty.

Work Hours / Breaks

Each full-time employee is scheduled to work 40 hours per week. Employees on location for 8½ hours
a day get two 15 minute breaks (on the clock) and a lunch break of ½ hour, (off the clock). Employees
on location for 9 hours a day get two 15 minute breaks (on the clock), and a lunch break of 1 hour (off
the clock).

Personal business should be scheduled around work hours. Employees must consult with their super-
visors AHEAD of time to schedule time off during work hours.

Time Cards
All part-timers, custodians, desk clerks and maintenance workers must use time cards. Employees
must punch in at the beginning of each shift and punch out at the end of each shift. In addition, em-
ployees are to punch in and out at lunch breaks. All employees are to begin working immediately after
punching in.

A supervisor must approve punching in more than 5 minutes early. If the time clock is out of order, a
supervisor must write in the time and initial the entry. Housing will not pay an employee for a day that
an employee has not punched in and out, unless a supervisor writes in the time and initials the entry.

Punching the time card for another employee or allowing another employee to punch your card is
against University policy and is grounds for disciplinary action.

Pay Checks
Assignments & Collections, Central Housing, Desk Staff, and Hall Director Staff, receive paychecks on
the first day of every month for the previous month’s work.

University of North Texas Department of Housing and Residence Life Employee Handbook 5
Custodians and Maintenance Staff receive paychecks on the first and the fifteenth of each month for
the previous two weeks worked.

If a payday falls on a weekend, legal holiday, or University holiday, paychecks will be available on the
next work day.

Paychecks are picked up by custodians, desk staff and part-timers at the front desk of each
residence hall. Maintenance workers pick up paychecks from the administrative clerk for
Maintenance and Operations. Central Housing Staff picks up paychecks from the Administrative
Assistant. Employees must acknowledge they have received their paycheck by signing the receipt list.
Only the named employee can pick up and sign for his or her paycheck unless prior arrangements
have been made.

If an employee has any absences not covered by vacation or sick leave, the regular paycheck may
have to be canceled and rewritten on a supplemental payroll, and then distributed three days after the
regular payday. This would occur if there is an absence toward the end of the pay period after the
time sheets have already gone to the payroll office.

Absence / Attendance
Housing is striving to provide the best possible service to our customers. In order to do this, all em-
ployees are needed at their scheduled times. It is important for employees to be on time.

An employee who clocks in six minutes after their scheduled start time is considered TARDY. At the
front desk of the residence halls, start time is considered to be five minutes before the scheduled desk
shift. An employee who is excessively tardy is subject to disciplinary action.

Excessive tardiness is:

Being tardy three days in a week

Being late 15 minutes or more two times in a week

Accumulating 30 or more minutes of tardiness

Establishing a pattern of tardiness as determined by the supervisor

Absences must be approved in advance by the supervisor. An employee who has absences and does
not qualify for leave with pay will have that time docked from their pay. This also applies to tardiness
and unapproved sick leave. An employee who is absent an excessive number of hours is subject to
disciplinary action.

Excessive absenteeism is:

Use of 75% or more of undocumented sick leave accrued during the previous 12 months.
Sick leave documented by a physician’s statement will not be counted towards this 75% limit.

Establishing a pattern of regular use of leave, with or without pay. Example: being absent
every other Monday or the day after a payday; taking eight hours or more of sick leave each
month, etc.

Failure to call the supervisor three days in a row when absent is considered job abandonment and the

University of North Texas Department of Housing and Residence Life Employee Handbook 6
employee will be discharged.

If an employee must miss work, he or she must notify the supervisor no later than 15 minutes BE-
FORE the scheduled reporting time. If this is not done, the employee is subject to disciplinary action.

Bad weather does not excuse any “essential” staff from work, even if the University is closed. Hall Di-
rectors and Assistant Hall Directors are considered “essential staff” and are required to be on duty
whenever scheduled as long as the students are in residence. However, if the University does close
due to bad weather, these employees will receive compensatory time at a ration of 1:1. Desk Staff are
typically not considered “essential” staff since part-time employees can be asked to staff the desk.

On the Job Injury

Accidents must be reported immediately and reports must be filled out by supervisors.

Injuries on the job require the employee to use sick leave for a period of seven days. If the injury re-
quires additional time off, Worker’s Compensation will replace the employee’s regular salary 70 and
75% of the original salary amount. If the employee has no sick time accrued, he or she would not be
paid for the 7-day waiting period. Employees may use all of their accrued sick leave if they choose,
and receive 100% pay until the sick leave is used. After the sick leave is depleted, the
employee would receive between 70 and 75% pay from Worker’s Compensation thereafter.

Treatment for injuries received on the job is paid by Worker’s Compensation, but by the employee’s
insurance carrier. When visiting a physician or emergency room for on-the-job injury, the employee
should inform the office personnel that the injury was work related.

Sick Leave
Under the University Sick Leave Policy, No.1.4.10, sick leave may be saved and is accrued at the rate
of eight hours for each month or fraction of a month of paid employment. An employee is entitled to
use sick leave with pay for the following reasons:

When sickness, injury, pregnancy, or confinement because of exposure to contagious

diseases which require quarantine or isolation prevent the employee’s performance of duty

When a member of the employee’s immediate family is actually ill and the employee is
required to care for that person. For sick leave purposes, immediate family is defined as
those individuals related by kinship, adoption or marriage who are living in the same
household or, if not in the same household, are totally dependent upon the employee for
personal care or services on a continuing basis.

For medical and dental appointments, examinations and treatment.

To be eligible for sick leave with pay, an employee must promptly notify the supervisor of the reason
for the absence. The employee must also keep the supervisor informed daily of his or her condition if
the absence continues for more than one day, unless a doctor’s excuse from work is submitted in ad-
vance.

In order to receive pay for sick leave an employee must apply for approval of sick leave by completing
a LEAVE BENEFITS FORM immediately upon returning to work. An employee whose application is
not approved will have that time docked from pay. FAILURE TO REQUEST AND FILL OUT THE
LEAVE BENEFITS FORM WILL RESULT IN THE TIME LOSS BEING DOCKED FROM PAY.

University of North Texas Department of Housing and Residence Life Employee Handbook 7
 If an employee establishes a pattern of sick leave abuse or exceeds the 75% level, defined as exces-
sive absenteeism, he or she will be required to bring a doctor’s statements for future sick leave. Un-
documented (without doctor’s statement) sick leave will be grounds for disciplinary action. If an em-
ployee has no sick leave with pay entitlement remaining, all absences with or without a doctor’s state-
ment will be grounds for disciplinary action.

Sick leave abuse and excessive absenteeism are defined previously under Absence/Attendance Pol-
icy.

Funeral Leave
Funeral leave will be granted due to death in immediate family (whether blood relatives or by mar-
riage), which includes children, parents, brother or sister, grandparents, grandchildren, aunts or un-
cles.

An employee MUST complete a Leave Benefits Applications form immediately upon return. The
amount of time granted depends upon the situation, extent of involvement in making arrangements,
and distance, and usually will not exceed three days.

Performance Plans
Descriptions of the standards of performance, professionalism, quality and service requirements are
established by Housing for each job classifications. These are discussed with new employees during
the first two weeks of being hired so that they know what standards they are expected to meet prior to
the evaluation.

Performance Evaluations
Individual probationary evaluations are completed after six months for new employees. After the first
year of employment, evaluations are completed on a yearly basis.

Remember: Evaluations are important in considering changes in classifications, merit raises, summer
work, etc.

Employment Opportunities
Employees are eligible to apply for a promotion or transfer to another staff position after completing
the initial six months of employment. A weekly bulletin of available positions is posted in the Human
Resource Department, in Central Housing, and at the front desk of each residence hall.

Terminating Employment
An employee leaving his or her job with Housing should give at least two weeks notice if at all possi-
ble.

It is the policy of the University of North Texas to conduct termination clearance procedures (exit inter-
views) with all regular employees prior to their leaving University employment due to retirement, resig-
nation, dismissal (discharge), layoff or other types of termination. The final paycheck will not be is-
University of North Texas Department of Housing and Residence Life Employee Handbook 8
sued until the staff member complies with the provisions and procedures of this policy. Housing re-
quires the employee to return all issued uniform items, keys, pagers, etc. before receiving the last pay-
check.

Voluntary Termination
Retirement, accepting another position, caring for family, pregnancy, moving, ill health, inadequate sal-
ary and entering the military are examples of voluntary resignation and the termination procedures
should be followed as previously stated. Re-employment is possible if the employee leaves the Uni-
versity in good standing.

Involuntary Termination
The University reserves the right to terminate any employee for any non-disciplinary reason if it is in
the best interest of the University to do so. Some examples of non-disciplinary terminations are redes-
igned jobs or organizational changes, lack of work or funds, seasonal layoffs, injury, disability, etc.
The termination procedures are to be followed as previously stated. Re-employment is possible if the
employee leaves the University in good standing.

Discipline and Discharge

Steps for disciplinary action are used to correct rather than punish problem behavior. For repeated,
but relatively minor incidents of substandard performance, misconduct or rule violations, discipline will
be progressive. However, depending on the severity of the case, the action may begin at any of these
steps.

Verbal Warning – The supervisor will send a copy of an EMPLOYEE INCIDENT report to the
Central Housing office to document the discussion.

Written Reprimand – This is a written notice, usually recorded on a COUNSELING MEMO,

and a discussion with the employee about unacceptable behavior or performance. A copy of
this reprimand will become part of the employee’s permanent record in the Human Re
sources office.

Suspension – This is leave without pay for continued unacceptable behavior or performance.
This is also documented on a COUNSELING MEMO and a copy is sent to Personnel.

Discharge – An employee who fails to improve after these steps have been taken will no
longer be employed by the Department of Housing. Before an employee is discharged, the
Director of Housing will be informed.

Major reasons for discharge include:

Failure to follow Safety Rules and Regulations

Falsifying any University Records

Theft, misappropriation or unauthorized use of University funds or property, or other

University of North Texas Department of Housing and Residence Life Employee Handbook 9
 dishonest actions

Insubordination or willful disobedience

Excessive Absences or Tardiness

Continued unsatisfactory work performance

Unexplained, inexcusable, or unauthorized leave for more than three days

Leaving the University premises during work hours without permission

Deliberately or negligently abusing, destroying, damaging or defacing University property or

property of others on University premises

Fighting or gambling on University premises

Bringing, consuming on University premises or reporting for duty under the influence of
liquor, marijuana, narcotics, or other habit forming or disabling substances not prescribed by
a physician

Carrying firearms or other dangerous weapons on University premises

*A complete list may be found at http://www.unt.edu/planning/UNT_Policy/volume1/1_7_1.html

Probationary Period
New employees are on a trial basis for the first six months of their employment. This allows time for
job adjustment and an opportunity for both staff member and supervisor to determine whether or not to
continue the employment relationship.

During the probationary period the supervisor will orient and train the new staff member so that he or
she will know what is expected in regard to work, performance and behavior standards.

Neither the staff member nor the University is obligated to continue employment through the
probationary period.

If a staff member proves to be unsatisfactory prior to the completion of the probationary period, the su-
pervisory may dismiss the staff member without advance notice; however, it is customary and
humane to follow a progressive disciplinary procedure even during the probationary period.

Safety
The policy of the Housing Department is to protect the heath and safety of all our employees. Since
industrial injuries and property loss through accidents are needless, costly and preventable, the
department has provided for the elimination of all accidents and health hazards by establishing a
health and safety program which is adapted by basic safety concepts.

Supervisors are directly responsible for the instruction of all employees under their direction about
proper procedures and safe methods for performing work duties, before taking immediate corrective
measures to correct known hazardous conditions and/or practices and for the prevention of all
accidents, whether personal injury or property damage. Supervisors should also ensure that all new
employees attend the mandatory Business Services Safety Orientation. The supervisor must always
University of North Texas Department of Housing and Residence Life Employee Handbook 10
enforce the established safety policies. Supervisors will not permit safety to be sacrificed for any
reason, be it production, time limitations or unexpected problems.

It is the employee’s responsibility, regardless of his/her position within the department to follow the de-
partment’s safety program. Some of the major points of our safety program require that

All injuries and accidents must be reported to the supervisor.

Personal protection equipment, where required, must be worn by all employees – no

exceptions.

Machine guards will be used and maintained in good condition. Machines without adequate
guards or guards in questionable condition will not be used.

Hazardous conditions and other safety concerns must be reported immediately to

appropriate supervisor.

Employees have the responsibility for their own safety, as well as the safety of fellow employees. It is
only by employees becoming familiar with the hazards of their job and doing what is necessary to in-
sure their safety, that our department can achieve the safe working conditions deserved by all its
members.

Summer Assignments
During the summer, the University has a much more limited student enrollment than in the fall and
spring semesters. Due to fewer students, Housing utilizes fewer of the residence halls for residents.
Summer conferences are booked throughout the summer in other halls.

Since the needs and wants of our summer customers are drastically different, so are the summer work
assignments and schedules. Many housing employees will receive new job assignments for the sum-
mer and scheduling for these assignments begin in the spring. Assignments are based on seniority,
need and skills.

In general, the available summer assignments are as follows:

Summer Conference Crew

Conference Assistants crew
Conference Assistants Supervisors
Conference Custodians
Conference Desk Staff
Conference Host/Hostess

Summer Clean-Up Crew

Summer Clean-up Custodians
Summer Clean-up Supervisor Assistant

Summer School
Summer School Custodian
Summer School Hall Directory
Summer School Desk Staff

Assorted other specialty assignments which vary from year-to-year.

University of North Texas Department of Housing and Residence Life Employee Handbook 11
Classes
It is the University policy that all staff members are eligible to take classes at UNT, but not more than
three hours may be taken during Monday through Friday, 8:00 am to 5:00 pm. Employees who are on
the time clock must use their lunch hours as compensation for the time. Lunch hour times can be
flexible if prior arrangement is made with the supervisor.

Teacher Retirement System

All employees automatically become members of the Teacher Retirement System of Texas. Forms
are to be filled out in the Personnel Office. Yearly membership fee is ten dollars.

A pre-established percentage is deducted from each check and deposited in the employee’s Teacher
Retirement Account.

Insurance
The University of North Texas is a part of the state plan which provides a group insurance program for
all full-time (classified) employees, some at additional costs. This includes life, hospitalization, disabil-
ity and dental.

Housing contributes a pre-established amount per month to cover the cost of each employee’s pre-
mium.

With the employee’s authorization, the premium cost for any additional coverage will be deducted
each month from the salary check.

Insurance coverage for family members is an optimal benefit and must be applied for through the Hu-
man Resources Department during New Employee Orientation.

Upon leaving the University, employees may continue their insurance coverage, for up to 18 months, if
they apply for such coverage at the time of termination.

Worker’s Compensation Insurance

Worker’s Compensation Insurance pays medical costs, disability payments and death benefits in the
event of an on-the-job injury, death or occupational disease. For more information on this, see the
“Injuries on the Job” section of this handbook.

Unpaid Family and Medical Leave

Eligible employees (those who have worked for UNT at least one year) may request up to 12 weeks of
unpaid, job protected leave for certain family and medical reasons. When leave is “foreseeable,” ad-
vance notice of 30 days is requested and medical certification is required for leave due to a serious
health problem.

University of North Texas Department of Housing and Residence Life Employee Handbook 12
Direct Deposit
Full-time and part-time employees are eligible to have their paychecks deposited directly in their bank.
Authorization forms are available in the Human Resources Department.

Blood Assurance Program

Employees and their family members may receive blood at no cost through the Blood Assurance Pro-
gram which is administered through Wadley Blood Bank.

Fitness Program
All employees are invited to participate in this voluntary program designed to improve the health and
fitness levels of faculty, staff and their spouses. Employees may take an additional 20 minutes on
their lunch period if they participate in this program. The fitness program is open to UNT alumni and
the Denton Community.

Parking Permit
All full-time employees need a copy of the HRM-6 (see Personnel and Payroll Administrative Assistant
in Central Housing) in order to get a parking permit. Take the copy of HRM-6 to the parking office at
the UNT Police Station. A variety of parking options exist.

Grievance Procedure
To maintain good employee-manager relationships, employees are encouraged to discuss problems
related to work or working condition with their supervisor or manger.

If not satisfied with the supervisor’s decisions, the employee may discuss the problems further with the
Director of Housing.

Employee Assistance Program

The Employee Assistance Program, (EAP) is offered through Human Resources to provide resources to
assist with personal problems and concerns. You can call toll free 1-800-343-3822 24 hours a day 365
days a year. There is no cost to you and it is confidential.

University of North Texas Department of Housing and Residence Life Employee Handbook 13
Help Line 565-4920
Help Line is available to any employee who has a concern or question about his or her rights under
the University’s policies and procedures. Employees may call anonymously to seek assistance with
employee relations concerns.

Answer Line 565-4100

Using Answer Line is a way to report a general complaint. Employees may remain anonymous or re-
ceive a reply, whichever they choose.

University of North Texas Department of Housing and Residence Life Employee Handbook 14