U3A Box Hill Welcome Desk Procedures

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Key-Safes

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🔐 Security

• Keysafe codes and passwords must never be recorded in publicly accessible documents, including this one.

• Keysafe codes must be kept in a safe place in the volunteer’s possession – e.g. recorded in a note on their smartphone.

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🔑 Opening the Premises

• Enter the code for the Office Master Key-Safe and unlock the door. Return the key to the keysafe.

• Inside the office, open the Internal Office Key-Safe, remove the desk drawer key and lock the keysafe.

• Unlock the desk drawer, unplug the charging cable from the office phone and take the phone out.

• Do not leave the phone unattended – it has a lanyard and is easy to carry with you.

• Phone procedure.

• Raise the blinds and turn on the lights.

• Unlock the internal door between the office and the main room and the filing cabinet.

• Unlock the Main Entrance (Street-side, 2nd door) to the main room.

• Wear your name tag or use a sticky label from the stationery cupboard.

• Place the U3A sign and the Newsletter trolley outside the office door.

• Login at the Welcome Desk computer (request training if needed)
  • Use up/down arrows to select ubh-user, enter the password then press <Enter>.
  • If the web-browser asks if the previous pages should be restored, answer yes.
  • Use the browser tabs to switch between email, classes, etc.
  • Use the classes information to answer questions about class details, vacancies, wait list.
  • 🚩 This computer is shared! Do not login to any of your private accounts unless you know how to use a private/incognito browser window.

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🔒 Closing the Premises

• Logout on the Welcome Desk computer — do not turn it off.

• Open the desk drawer, plug the charging cable into the office phone and verify that it is charging.

• Place the phone in the desk drawer taking care that the cable and lanyard are not caught in the lock mechanism.

• Lock the drawer.

• Unlock the Internal Office Key-Safe, place the desk drawer key inside and lock the keysafe.

• Lock the filing cabinet.

• Pull down the blinds, turn off lights and aircon in the office.

If classes have finished check that:

• Lights, all aircons are off (front room, main room and office)

• All internal doors and cupboards are locked

• Windows are closed, and blinds drawn

• External doors are locked

• Lock the internal door between the office and the main room

If classes are still being held:

• Carry out the procedures above except for the occupied classroom(s).

• Pre-lock the internal door between the Office and the Main Room and leave open.

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📔 Office Diary

• The Office Diary is the main means of communication between the office staff and the office bearers.

• Since many members run our U3A part-time, the Office Diary helps coordinate tasks. It is especially helpful for recording class cancellations, delivery dates, and similar events.

• The Office Manager, along with other committee members, regularly reviews the Office Diary.

• When you come on duty, record your name, date and time of attendance in the Office Diary.

• Write notes of what happens during your shift:
  • a tutor’s inability to take a class,
  • details of people to whom information is sent,
  • enquiries you answer and enquiries you are not able to answer,
  • messages for office bearers and co-ordinators, deliveries you have received, and
  • your messages about stationery needed and equipment failures.

• Details about future events should be recorded in the diary on the actual date they occur, rather than on the day the information is received.

• Do not write class apologies in the diary – use the clipboard instead and then transfer to the class folder.

• Write in the diary the name of the person you have phoned for duty the next day.

• If you hear of any illness, accident or death of any of our members, please write it in RED pen in the Diary for the Office Manager.

• Mail: List how many letters and where they are placed and/or action taken.

• If in doubt or queries about anything, write it in the Office Diary. E.g., if an enquirer offers to tutor a subject for which we already have a tutor, still write that person’s name and phone number in the Office Diary.

• If you cannot answer a question after reviewing the manual, inform the enquirer that their question and phone number have been noted and someone will contact them soon.

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🗑 Waste Bins

TUESDAYS:	Put the rubbish bin out for collection and the Recycle bin if appropriate. (See note in Office Diary.)
WEDNESDAYS:	Take in the Rubbish bin and the Recycle bin if appropriate. (See note in Office Diary.)

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Apologies and Acceptances

• For events, guests are usually requested to confirm their attendance. A list is available in the work tray for noting acceptances or apologies, so it’s unnecessary to record these responses in the Office Diary.

• When you receive a class apology call, note it on the clipboard file right away, then transfer it to the class folder and cross out the original entry.

• If the class is at a venue other than Strabane Hall, follow the above procedure and notify the tutor.

• List of venues.

• List of tutors: Refer to the timetable and look up tutor contact information in the UBH members folder.

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📬 Mail

Receiving Mail

• Check the letterbox daily after 11:00 am.

• Place letters addressed to tutors or classes into the respective tutors’ class folders.

• Open all other correspondence, including those addressed to the President, Secretary, or Treasurer, unless marked Personal or Confidential. Place mail for the President, Secretary, and Treasurer into their folders located in the top drawer of the filing cabinet.

• As mail is sometimes incorrectly addressed (for example, to a former office bearer), opening all general mail aids in proper allocation.

• Record all incoming mail in the Office Diary.

• Mail concerning enrolments, class changes, class enquiries, or general U3A Box Hill queries should be stored securely in the safe.

• If uncertain about how to allocate mail, place it in the Secretary’s folder.

Sending Mail

• Office staff often assist office bearers or team leaders with mail-outs.

• Another common type of mail you may send is information packs to enquirers.

• Stamps are stored in the stamp book in the top drawer of the filing cabinet. Record letter details and stamp count in the book. For bulk mail-outs, summarise – e.g. “Letter sent to 20 tutors about delayed start of term”.

• If stamps are running low, leave a note for the Office Manager.

• Please post letters on your way home.

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📦 Deliveries

• Either the person who placed the order (if present) or someone listed on the office roster must sign for all deliveries of stationery, supplies, or equipment. The Treasurer requires these signed records to maintain accurate accounting procedures.

• Put all invoices or delivery dockets you sign into the Treasurer’s folder in the filing cabinet.

• If the person who ordered the goods is not on site, put a note about the delivery in the Office Diary.

• Store stationery in the cupboard or credenza under the photocopier, and use this chance to tidy up the area.

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ℹ️ Enquiries for Information

• Information packs are available for U3A Box Hill enquiries.

• Enquirers can visit www.u3aboxhill.com.au for enrolment or class information.

• For detailed class information beyond the descriptions on the website, check the Courses Handbook at reception.

• Volunteers may contact tutors and provide the enquirer’s phone number for a callback.

• 🚩 Never share a tutor’s phone number or personal details – privacy rules apply.

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📋 Information Packs

• Office staff make up information packs when they have spare time. Ready-made packs are stored on the overhead shelves near the office desk.

• Each pack consists of:
  • U3A Box Hill pamphlet,
  • Newsletter,
  • Compliments note with term dates, and
  • Application form and bumper sticker.

• All materials are found on the shelf above the desk.

• Place contents in an envelope stamped with the U3A address. Envelopes are in the stationery cupboard.

• If no packs are available, assemble the materials and give the pack to a personal enquirer or mail it on your way home.

Stamp Costs (as at mid-2025)

Normal letter/envelope	$1.70
C4 large envelope	$3.40 (up to 125 g, envelope plus approx. 18 pages)

Note: Stamp prices may change – check the current rate at auspost.com.au if unsure.

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📝 Membership Applications

Online Application

• Visit www.u3aboxhill.com.au and follow the instructions to join.

• Remind applicants to save their password.

Paper Application

• People may join by completing the application form available in the labelled file box above the desk.

• The form is also available on the website under Memberships.

• The Membership Application and Enrolment Form covers both membership and class enrolment.

About Memberships

• U3A Box Hill is entirely run by volunteers. We encourage members to become involved – helping to maintain our surroundings, assisting with catering, and serving on committees.

• Copies of volunteer commitment forms are kept in a file box above the office desk.

• The Welcome Desk Volunteer is often the first point of contact with prospective members. A warm, welcoming manner is essential, along with an awareness of the surroundings and a willingness to find answers to queries.

• If you do not know the answer, you can call on support from the office bearers.

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💰 Membership Subscriptions

Full Year (new membership, 2026)	$60 per person
Half Year (new members from June)	$35 per person
Associate membership	Not available
Life Members	No subscription, but must enrol to attend classes

• The Half Year subscription applies to the second half of the calendar year. From June (Terms 3 and 4), new members pay the Half Year rate of $35.

• A person who joins before June must pay the Full Year subscription.

Payment of Membership Subscription

• Online enrolments are paid online through PayPal.

• If an applicant has enrolled online but does not wish to pay online, they may print the UMAS invoice and bring payment to the office.

• Payment can be by cheque, credit card, EFTPOS, or money order (Australia Post). Cheques should be made out to U3A Box Hill Inc.

• EFTPOS and credit card payments are also accepted at the enrolment sessions at the end of each year.

• 🚩 Cash must not be accepted.

• Place application forms into the safe.

• It is a committee decision that there is no refund of the membership fee.

• Please write any enquiries about the online membership system in the purple notebook, located in the file tray on the desk.

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Storing Enrolment Forms

• Place enrolment forms and any accompanying cheques in the safe in the stationery cupboard. Open all envelopes, even if marked “Enrolment”, just as you open all letters except those marked “Confidential”. The UMAS Team will process the enrolments.

• Receipts will be available for collection from the office during office hours. They are placed in the Name Tags box on the top shelf.

• If members would like their receipt posted, they can provide a stamped self-addressed envelope with their application. Members can also print their payment confirmation by logging into the membership system (UMAS).

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Enrolling After the Beginning of the Year

• Before accepting an enrolment (whether in person or by mail), check availability for the applicant’s chosen classes by consulting the class list on the notice board.

• Class availability can also be checked online at www.u3aboxhill.com.au – click on View Courses then click on the relevant course.

• The system will show if a course is full or has vacancies. Members can still enrol in a full course and be placed on the waiting list.

Online Applications

• When a person enrols online, they will automatically receive immediate notification of acceptance. If their choice of class is not available, they may still become a member and pay when a place becomes available.

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Class Waiting Lists

• Members seeking to join a waiting list for a fully subscribed class may apply online or complete a Change of Class form, which should be placed in the safe. Application forms are located in the red file box above the desk.

• If the class enrolment list indicates that a class is full, ask whether the individual wishes to be added to the waiting list.

• Complete the appropriate form and place it in the safe.

• Advise applicants not to contact the tutor or the office about their waiting list status – they will be contacted directly if a position becomes available.

• Should a vacancy arise in a previously full class, membership subscription must be paid before enrolment.

• If all classes of interest are full, individuals may still choose to take out a membership.

• Membership and course enrolment are both required for an invoice to be generated. Upon payment, the individual attains “Active” (paid-up) member status and may begin attending classes.

• 🚩 Membership subscriptions must be paid in full before class attendance is permitted.

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Change of Class

• Change of Class forms are for members who want to make class changes in Terms 2, 3, or 4. These forms are in a labelled file box above the desk.

• Changes for which a form is required:
  • enrolling in a new class added to the timetable,
  • enrolling in an existing class, or
  • withdrawing from a class that will continue into the next term.

• If a member has not attended three sessions without providing an apology, they may be removed from the class.

• A telephone request for a change of class or new enrolment can be accepted – the office volunteer may fill in the Change of Class form on the member’s behalf.

• Place completed Change of Class forms into the safe for the UMAS Data Team to process each Monday.

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🏷 Replacement Name Tags

• Members requiring replacement name tags should record their request on the Name Tag list located on the green clipboard (tray, right side of the office desk).

• The UMAS team will process and print replacement cards every Monday.

• Office volunteers scheduled for Mondays should review the list for outstanding requests and ensure that new badges are filed alphabetically by surname in the Name Tags box.

• Members who have requested replacement name tags should check with the office to see if their badge has been placed in the Name Tags box.

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🚨 Emergency Contacts

Ambulance, Police, Fire	000
Box Hill Police Station	8892 3200
Metropolitan Fire Brigade	9662 2311
Phone Problems (Telstra)	13 22 03

• U3A member emergency contact names and phone numbers are on the back of their name tags.

• If a member is not wearing their name tag, look up their emergency contact information in the Members’ book (pink binder above the office desk).

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🩹 First Aid

• The first aid box is on the overhead shelf near the office desk.

• If anything in the first aid box needs replacing, record it in the Office Diary.

• The first aid box does not contain any painkillers or medication.

• A First Aid Comfort Kit is also available in Strabane Hall next to lost property.

• After providing appropriate assistance, record any accidents or incidents on the Incident Report form, which is kept in a labelled file box above the desk.

• After filling out the form, place it in the filing cabinet. These records may be required for insurance purposes or legal investigations.

• Note in the Office Diary that you have documented the incident, so it can be reported to the Committee of Management.

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🚷 Intruders

• If an intruder refuses to leave a classroom or the office, or is not in a state to be reasoned with, call the police on 000.

• If it seems appropriate, all members should leave the building.

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🔧 Equipment & Supplies

Office Supplies

• Request needed stationery or office supplies by leaving a note in the Office Diary for the Office Manager.

• Tutors can access office supplies (e.g. whiteboard markers, paper) and the photocopier.

• Paper towels and toilet paper are stored in the toilet block cupboard; its key is in the office stationery cupboard.

• Training equipment is located in the main room storage cupboards.

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Photocopier

• For replacing toner, contact Chris Marks.

• Make sure the wall switch is turned on for power.

• Photocopier instructions are in the bottom drawer of the filing cabinet.

• If the photocopier stops working, check if there is paper in the tray. Once you refill it, press the tray back in firmly.

• Spare toners are stored in the storeroom off the main room – look on the top shelf to the right.

• Please record the number of copies made and their purpose in the Photocopying Log. Personal photocopying is charged at 10c per sheet.

• If you have trouble replacing the toner or drum, leave a note in the Office Diary.

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Equipment Failure and Building Problems

• Note any issues with the building, facilities, or equipment in the Office Diary and report them to the relevant committee member.

Report problems with building fittings and furnishings (e.g. heaters, air conditioners, dishwasher, chairs, blinds):

Facilities Manager	Chris Marks – 0409 508 040 / 9898 5651
AV Manager (audio-video equipment, wall screens)	Mario Bonnici – 9432 1335

These committee members will decide if the building owner (City of Whitehorse) should be contacted.

Problems with Electricity

• Check the switches in the circuit box in the front room. Instructions and switch labels are inside the box.

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Lost Property

• There is a lost property box in the main room.

• At the end of every term, the box is emptied and the contents taken to an opportunity shop.

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Other Tasks

• Support tutors and office bearers within your ability as Welcome Desk volunteer if requested.

• Check toilets to ensure that supplies are adequate. Especially on a Friday.

• Supplies are in the cupboard in the entrance to toilets.

• Sort membership receipts and welcome letters into class folders when time allows.

• Prepare information packs (see Information Packs above).

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