Operations Assistant Lead (OAL) Manual

First Edition

2016

OAL Manual 2

“Ultimately, leadership is not about glorious crowning acts. It's about keeping your team focused on a goal and motivated to do their best to achieve it, especially when the stakes are high and the consequences really matter. It is about laying the groundwork for others' success, and then standing back and letting them shine.”

- Chris Hadfield

© 2016 University of California, Riverside Student Recreation Center. All Rights Reserved. Created and printed in the United States of America.

This manual does not constitute an employment contract or binding policy and is subject to change at any time. Either The SRC or an employee can terminate the employment relationship at any time, with or without cause, with or without notice. Employment with the SRC is at-will, and nothing in this manual will alter that status.

First edition: August 2016

University of California, Riverside Student Recreation Center Riverside, California USA www.recreation.ucr.edu

Designed by Bradley Pauer

OAL Manual 3

Table of Contents

Purpose…………………………………………………………………………………………………………………………………..…4

Expectations of an OAL…………………………………………………………………………………………………..4

The Position……………………………………………………………………………………………………………………………….5

The OA Echelon…………………………………………………………………………………………………………………….……6

Responsibilities and Task List……………………………………………………………………………………………….…7-9

An OAL’s Work day…………………………………………………………………………………………………………..……..10

Inventory Checks……………………………………………………………………………………………………………………..11

New Hire Trainings……………………………………………………………………………………………………………..12-13

Handling Angry/Incorporative Coworkers & Patrons…………………………..…………………………………14

OA Suggestions & Comments…………………….……………………………………………………………………..…….15

Main Takeaways…………………………………………………………………………………………………………………16-17

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Purpose

The purpose of the Operations Assistant Lead (OAL) Manual is to give Leads a clear, tangible

understanding and framework of the position. Leads will use this manual as a guideline and

foundation for their leadership role in the OA department. This manual consists of an explicit

description of the expectations, Lead-specific responsibilities & tasks, and other operational

duties and activities. The goal of this manual is to stimulate and foster leadership and managerial

skills among Lead staff and to be used to help train future Leads.

Expectations of an OAL

Closing shifts must consist of at least one Lead.

Leads can only switch closing shifts with other Leads and/or the OAS.

OALs are expected to work to their full ability, regardless of rank. The Lead “title” shouldn’t

weaken his/her overall work and moral ethics. If so, the individual can and will be subject to

dismissal as an OAL.

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The Position

The OAL job description consists of but is not limited to the following:

Complete monthly inventory checks for the OA department.

Assist in training new operations assistant staff.

Is called on to make judgment/discretionary decisions when problems/situations occur at

the Student Recreation Center.

Has full and complete knowledge of all aspects of general SRC policies and procedures.

Attend all internal meetings and assists in the preparation and facilitation of meetings.

Responsible for leading, directing, and supervising all OA staff throughout assigned shifts.

o As assigned by Operations Assistant Supervisor (OAS).

Complete Lead-specific responsibilities and tasks (see page 6).

In addition, OALs are paid by a rate of $11.00/hour and are also granted the privilege of two blue

work polo’s.

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The OA Echelon

Below is the organization chart of the OA department at the SRC. The Night Managers will be assigned at a later time.

Managers

Ricky Haro

&

Niles Owens

OA Supervisor

Brad Pauer

OA Lead

DJ Castillo

OAs

OA Lead

Melissa Rojas

OAs

OA Lead

Kealani Tiratira

OAs

Night Manager

TBA

Night Manager

TBA

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Responsibilities and Task List

Leads are expected to complete various Lead-specific responsibilities and tasks each month. The following tasks will be distributed to Leads during their work shifts and must be completed by the end of the shift. When completed, Leads must sign off on the Lead Task List posted by the OA Supervisor’s desk.

They include the following:

TASK 1: At the beginning of every month, complete a thorough Inventory Check (IC), via the

IC document in the workroom.

TASK 2: Every 2 weeks, check and record the total amount of small & big towels remaining in

the workroom. When the count falls under 1000 small or large towels, notify Ricky to place

an order of new towels. This will always ensure a constant supply of towels.

TASK 3: At the beginning of every month, take inventory of the OA Jackets.

TASK 4: Collect and record competition of the To-Do tasks for each OA.

TASK 5: At the beginning of every quarter, print and place new “Clean Towels, Dirty Towels,

Spare Towels” signs for the bins.

TASK 6: At the end of every quarter, print and place 5 copies of the document in the

workroom.

TASK 7: Every week, make sure there are 3+ Time Amendment forms in the laundry room.

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Responsibilities and Task List

TASK 8: At the end of each month, check the biohazard bin and if full, report to the Operations

Assistant Supervisor (OAS).

TASK 9: Every 2 weeks, complete a “towel circulation” check and remove any towels with

deep stains or tears, and place in gray bag for custodial use.

TASK 10: Every 2 weeks, empty the gray used-towel bag into the custodian’s office. Fold and

place the towels on the shelves.

TASK 11: At the end of every month, check all OA radios to make sure they are properly working and

replace those that aren’t.

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Responsibilities and Task List

Sample of the Lead Sign-Off Sheet:

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An OAL’s Work Day

An OAL’s typical work day for the different shifts throughout the day consists but not limited to the following:

Opening Shifts:

Normal opening shift tasks and procedures. Make sure any and all Lead specific responsibilities and tasks1 assigned during the shift are

completed.

Morning/Afternoon/Evening Shifts:

Normal OA shift tasks and procedures. Make sure the North and South towel racks are ALWAYS full. If not, have yourself and

another OA pull out new towels from the workroom. Monitor non-Leads to make sure duties, tasks, etc. are successfully completed. Make sure dirty towels are collected and placed in the washer at the end of the shift(s). Make sure any and all Lead specific responsibilities and tasks assigned during the shift are

completed.

Closing Shifts:

Normal OA shift tasks and procedures. Make sure the North and South towel racks are ALWAYS full. If not, have yourself and

another OA pull out new towels from the workroom. Monitor non-Leads to make sure duties, tasks, etc. are successfully completed. 30 minutes before closing, make sure the South towel rack and pool deck towel rack are

brought into the laundry room. Turn around the North towel rack as well. Make sure dirty towels are collected and placed in the washer NO LATER THAN 90 MINUTES

before closing. Make sure the outdoor lint collector is cleaned by the end of the shift. Make sure any and all Lead specific responsibilities and tasks assigned during the shift are

completed. Make sure no closing employee “clocks out” before an OAL or another closing Lead says so.

1 See page 6 & 7

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Inventory Checks (ICs)

Inventory checks are paramount to an OAL’s position. Inventory checks update Ricky, Niles, and the entire OA staff on how much inventory of towels, bleach, fabric softener, gloves, etc. is in the workroom. When assigned, inventory checks should be completed at the very end of the shift. When completed, place in the OA time amendment form folder on Niles’ door.

Sample of the IC document:

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New Hire Trainings

Leads are required to help the OAS train and mentor newly employed Operations Assistants. Trainings will take place during the new hire’s first shift. Below is a list of all things that should be discussed, explored, and completed during their first shift:

Clocking in & out. o Can clock in 15 minutes before shift starts.

Use ID or SRC ID number to clock in. Radio checks.

o General functionality of the radios and how to call for others on the radio (getting towels in the opposite sex bathroom, calling Stewards, etc.).

Time Amendment forms. Cellphone policy. Taking breaks. Location of Ricky & Niles’ offices. How to use When2Work.com. Collecting and washing dirty towels.

o Locations of all the dirty towel bins. o When to collect dirty towels. o Best routes to collect dirty towels. o How to wash the towels. o “110 Minute Rule.” o When to put in fabric softener. o How to dry towels.

How to fold small and large towels. o How to stack the towel racks properly. o Putting large towels in the locker rooms for shower use.

What a typical opening, morning, afternoon, evening and closing shift consists of. o Proxy cards, radio checks, putting out and bringing in towel racks (flip North rack at

the end of the night), to-do tasks, making sure towel racks are stocked, closing routines, collecting, washing, drying and folding towels.

Explain and go through the to-do and task list.

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New Hire Trainings

Where to get detergent, bleach, fabric softener, gloves, etc. o How to properly check out OA inventory.

Pulling out new towels from the workroom. o Location, when to pull out new towels.

When to get the last load of dirty towels for each shift (opening, morning, afternoon, evening, and closing).

How and when to clean the washer and dryer filters. Restroom checks.

o When and how to complete them. o Location of the custodial/janitor room. o How to change toilet paper, seat covers, clean mirrors, change paper towel dispenser.

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Handling Angry/Incorporative Coworkers & Patrons

OALs are quite often faced with various situations involving disobedient and incorporative patrons, OAs, Stewards, and other SRC student employees. The duty of a Lead is to demonstrate strong but fair leadership and mentorship amongst SRC peers.

Administrative actions should always be taken in the safest way possible.

How to properly handle a situation where an OA or SRC student employee is not cooperating and/or not doing their job:

1. Politely approach the worker and address the situation. 2. Reiterate OA and/or SRC policies. 3. If the situation/problem persists, contact higher authority. 4. OA/SRC student employee: If situation/problem continues, contact higher authority for

possible consequences and misconduct administration.

How to properly handle a situation where a patron is not cooperating, arguing, and/or fighting with other patrons or SRC student employees:

1. Politely approach the patron and listen to his/hers situation. a. Altercation between patrons: separate them. Contact Ricky and Niles immediately.

Hear each patron’s story separately and individually. 2. Reiterate SRC policies.

a. Altercation between patrons: politely ask them to leave the SRC. i. If they have any other questions, inform them to contact Ricky and Niles.

3. If the situation/problem persists, threaten to contact the police. 4. If the situation/problem continues, call the police.

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OA Suggestions and Comments

A main duty of an OAL is to make sure other OAs are comfortable, enjoying the position, and are working hard to their uttermost ability. Leads are the first line of contact if an OA has a comment, suggestion, complaint, or compliment about other OAs or the position in general. Leads are to be unbiased and convey all information to pro staff.

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Main Takeaways

The goal of OALs is to create mentorship, leadership, and relationships with the OAs and other student colleagues at the SRC. OALs can do this by remembering and following the 10 main principles that will make an OAL successful at the position.

1. Make Other feel Safe to Speak-Up Deflect attention away from the Lead “title” and encourage OAs to voice their opinions. Make others feel safe to speak-up and confidently share their perspectives, thoughts, and ideas.

2. Make decisions Focus on making decisions that sustain progress. Master the art of politicking and don’t waste time on issues that disrupt work momentum.

3. Communicate Expectations Remind OAs of their area-specific core values and mission statement. Make sure it is properly translated and is properly executed.

4. Challenge People to Think Challenge OAs to think “outside the box” and push them to reach for more. “If you’re not thinking, you’re not learning new things. If you’re not learning, you’re not growing – and over time, becoming irrelevant in your work.”

5. Be accountable to Others Be accountable to assure OAs’ needs are being met.

6. Lead by Example Be aware at all times, think the thought that “everyone is watching you.” Don’t take the blue shirts for granted.

7. Provide Continuous Feedback Pay attention to OAs and appreciate insights. Provide feedback and create trustworthy relationships while doing so.

8. Positive Energy & Attitude Set the tone and bring an attitude that motivates OAs to take action. Be likeable, respectful and strong willed.

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Main Takeaways

9. Be a Great Teacher Use teaching to keep OAs well-informed and knowledgeable, creating the next leaders in the OA department. Take the time to mentor OAs and make the investment to sponsor those who have proven they are able and eager to advance.

10. Enjoy and embrace responsibilities Love being a leader—for the meaningful and purposeful impact it can create. Genuinely enjoy what you do.

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