CITY OF DURHAM

PROPERTY AND FACILITY MANAGEMENT

PARKING DIVISION

POLICIES, PROCEDURES, OPERATIONS

ATTENDANT/MAINTENANCE STAFF

Nothing in this manual shall violate any city, state or federal ordinance, statute or law. Policies and procedures may be unique to the Parking Division and are subject to change.

Approved by Alethea Bell 2/15/01 Adopted and Effective March 1, 2001

There are four parking decks and three lots that charge by the hour which are owned by the City of Durham. They are operated by the Parking Division of Property & Facility Management. The main booth in each facility is to be occupied at all times during business hours for that facility. The reasons for this are: security of the equipment, and money as well as monitoring of the elevators/stairwells/entrance/exits when possible.

MAIN FUNCTION: of the cashiers at a city parking facility is to collect money, make change, give directions, and provide a level of security within the facility. Cashiers have a variety of other duties such as: notification of proper authorities for; sanding/plowing/sweeping of ramp and minor equipment repair. Cashiers also have responsibility for minor snow removal, minor cleaning, replacing gate arms, as well as complete responsibility for booth cleaning, and other duties as needed. This is not necessarily a complete listing of cashiers duties.

WEATHER: Call the City Info Line 560-4636 enter category 3142 for delays and closings. Part-time employees are only paid for hours worked. Plan accordingly. The roof level of a deck or a lot may be closed due to snow, ice or other weather related events on occasion.

UNIFORM: Cashiers are expected to be at their assigned location in the uniform appropriate for the weather, ready for work at the scheduled start of your shift. Said uniform will be issued by the city, but it is the responsibility of the cashier to keep it clean and in good repair. Replacement parts of the uniform are available through the city and purchase of uniform parts will occur as needed and appropriate. Uniform parts include but are not limited to:

Traffic Vest

Yellow windbreaker

Red cotton vest or smock

The cashier is responsible for supplying closed toe shoes.

When working outside of the booth either the yellow windbreaker or orange traffic vest must be worn

Remember: uniforms are issued to you. It is your responsibility to keep them clean and neat. Severe damage to uniforms may result in replacement at your expense.

Uniforms are not to be worn for personal use, when drinking alcoholic beverages, or any time/place that might detract from the city employee image. Any uniform part that is supplied by the city that fails from normal use, will be replaced by the city. Any other repair/replacement to uniform parts will be at the employees expense.

Cashiers are "front line" personnel in their direct dealings with the public. As such, cashiers are expected to be polite and courteous when wearing our uniform. Cashiers are expected to have a working knowledge of the area immediately surrounding their facility. Assistance will be provided by the supervisor and/or Administrator as well as other city staff as available, toward meeting this goal.

You are expected to do what is asked of you by the manager/supervisor on duty. This may include light sweeping, picking up trash, washing booth windows etc. or staying late to ensure adequate coverage for departing patrons. Complaints about a supervisors (in)actions should be referred to the Administrator. It is suggested that unless there is a legitimate health, safety or legal issue you perform the task and talk to the manager later.

There is the possibility that you might be asked by Parking Division staff to work at a different location due to staffing needs. Transportation to and from that location will be provided if necessary. If there is a problem with busing to get home from the other location inform the Div. staff immediately. A ride home or cab fare may be provided.

ISSUED ITEMS: such as ID cards, uniforms, radios, keys and/or any other items issued to you shall be turned in before receiving your final check.

GATE ARMS: Do not charge people for accidentally breaking gate arms. Deliberate breakage is $65.00

BENEFITS - Full-time employees are eligible for benefits as follows:

Paid Holidays immediately (You must work your scheduled day before & after the holiday)

Paid Vacation Begin accrual the bi-weekly pay period following your employment. Not usable

until probation is passed.

Paid medical, hospitalization and life insurance begin on the 1^st of the month following your start date. Cost and benefits varies based on coverage selected.

WAGES: - currently Cashiers start at $9.42 per hour

Custodial start at $9.15 per hour

OVERTIME: is paid only for hours worked over forty (40) in a work week. There is no special rate for working a holiday.

PAYDAY: is every-other Friday

PUNCHING IN/OUT: Each employee is responsible for reporting in and out at the correct times. Anyone caught falsifying their or anothers time is subject to immediate termination. If you are reporting in or out more than 5 minutes before or after you scheduled shift times, the Administrator /supervisor on duty must OK that time/action.

VACATION: Time must be approved by the Supervisor at least 2 weeks in advance -except under extreme circumstances. Requests of less than two weeks notice will be considered depending on replacements availability. No more than two (2) employees shall be off at any time. Requests shall be granted in order received not to exceed 90 days in advance of the desired date.

If you are eligible for and will be using vacation time, it is your responsibility to ensure that the Supervisor is aware of it by the completion and signing of a Request for Leave Slip.

TVs: are never allowed in the booths when on duty. Small radios with the volume set low to avoid disturbing patrons or fellow employees and allow you to be aware of your surroundings is allowed. Management reserves the right to remove this privilege on a case-by case basis.

OFFICE SUPPLIES: Pens, pencils, pencil sharpeners, tape etc. are for the use of employees at/for work purposes. Theft of or abuse of items such as this will result in non-replacement and possible discipline to the employee.

SAFETY EQUIPMENT/DEVICES: such as flashlights, batteries, warning signs and panic alarms are for the safety, protection and well-being of the employee. Do not play with these items. Please test/inspect them at the start of your shift as may be appropriate. Inform the manager/supervisor of any problems with such items you may encounter.

SUGGESTIONS are always welcome. This includes ways to make things work better, tools or equipment to make things easier or ideas to make a better working environment.

TRASH: If you see trash in the ramp, don't step over or around it. PICK IT UP AND DISPOSE OF IT PROPERLY!

If you see a maintenance or safety/security issue, either correct it or notify a supervisor.

STAFF PARKING: Everyone pays either via cash, check, coupon, charge or via a contract access card. Parking Division staff are allowed to park at no charge.

SHIFTS: vary in length. Full-time (8 hour shifts) are paid for two (2) fifteen (15) minute breaks and an unpaid 1/2 hour lunch. Six hour or longer shifts receive a single 20 minute break. Four to 6 hour shifts are allowed one (1) fifteen (15) minute break. See schedule at each location for approximate times.

SWITCHING OF SHIFTS: May be allowed providing both parties voluntarily agree and such switching does not result in overtime or gaps in coverage. The supervisor(s) must authorize any such switching of shifts and has the power to deny any switching of shifts.

RECEIPTS: cashiers are responsible for their receipts. A safe is provided to allow the attendants to "drop" any funds they do not need such as when their receipts total $100. This safe is to be used for end of shift deposits also. Call the supervisor to have drops picked up unless you have the time to do the drop yourself. Drops that are picked up should be signed for by the supervisor on your cashier report.

APPEARANCE & COURTESY: will be monitored and failure to meet acceptable standards will result in disciplinary action.

SLEEPING or DRINKING OF ALCOHOL/ILLEGAL DRUGS: on duty are not allowed and may result in disciplinary action. Reporting of prescription or other medication which could impair performance is required. Remember the city has a zero tolerance policy for alcohol & illegal drugs.

MISSING SHIFTS or TARDINESS: may result in disciplinary action. Anyone that anticipates missing a shift or reporting late for their shift shall contact the manager/supervisor 3 hours before the start of the shift or as soon as possible. When they are not available, leave a message on the appropriate answering machine. Unexplained or excessive absences from work, training, orientation or other such activities will be subject to disciplinary action.

FEE COMPUTERS: (Also called f.c. or register.) Do NOT pry open the drawer in any way. Prying open the drawer causes damage to the machine and will be subject to discipline.

YOUR SHIFT

1) Report for duty no sooner than five (5) minutes before the scheduled start of your shift unless

asked/allowed by supervisor.

2) Upon arrival check for new messages or information.

3) Count your change fund.

4) Proceed directly to your booth and log on by entering your four (4) digit code. You are now logged on.

5) Change the sign on your booth to "OPEN".

6) When leaving on break, sign off by entering the four (4) numbers of your code.

WHEN DONE FOR YOUR SHIFT

1) Turn off the booth open sign.

2) Log off by entering the four (4) numbers of your code.

3) Bundle all of your tickets by type making sure manual tixs.are on top of the stack and take your cash drawer and tix. to the office for counting.

4) Complete the top of a REGISTER CHECKOUT sheet. LOCATION is facility name. REGISTER is the booth number. DATE is the date you signed in on. EMP# is your employee number. NAME is your name - legibly please.

5) On the top right side of the first page is a number under the TOTAL FEES column. This is your GROSS TOTAL and is entered on the REGISTER CHECKOUT on the line labeled DIFFERENCE (It has an asterisk after it).

6) CHARGES - List charges (Police, Housing, County etc.) as to quantity & price. (See sample)

7) PARKING STAMPS - List the dollar amount total of your parking stamps. This is the number from the top right corner of those stamped tickets you rang.

8) OVERRINGS (OR) - list the amt. per Over Ring you have and total it across

9) STAMP DIFFERENCE - not currently used here

10) CUSTOMER IOU/SHORTS - If a customer has no or not enough money you need to label the tix. as such. Have the customer LEGIBLY complete a no cash slip and staple it to the back of the tix. On this line is the total of all customer shorts.

11) CASH DEPOSITED - is exactly that. It is from either your deposit slips or the DEPOSITS section of the REGISTER CHECKOUT sheet.

12) SUBTOTAL - This is the total of the above eight (8) lines. (All below the DIFFERENCE number)

13) DEDUCT OVERAGE - list the amount you are over (if you are)

14) ADD SHORTAGE - list the amount you are short (if you are)

15) TOTAL - Subtract any overage from the SUBTOTAL or add any shortage from the SUBTOTAL. This number and the number in the DIFFERENCE at the top must be the same. If not, double check your work or notify the Administrator/supervisor.

16) When the supervisor has time s/he will check your tix. types and quantity against the f.c. computer printed report. ALL manual tix. (colored tix.) need to be on the top of each type of tix. rung for separation to go to the office for special storage.

CONFLICT OF INTEREST: Employees shall assure that any activity they participate in outside of work will not interfere with their duties with the city. No employee shall try to sell, cajole, bribe, or make any attempt to use his/her position upon anyone for his/her personal gain while working for the city. Soliciting or accepting personal gratuities from parking patrons is not permitted. All "tips" or gratuities should be declined and any received shall be turned in to the ramp manager/supervisor for donation to the Seven Stars program.

INJURY: any employee sustaining any kind of injury while on the job must report it to the Administrator or supervisor, complete an Incident Report, and report to employee health, or if closed (after 4:30pm weekdays, all day weekends and holidays) to the Durham Regional Hospital Emergency Room. If clothing and or personal items (glasses, watch etc.) are damaged, an Incident Report must also be filed to possibly receive reimbursement.

AWARENESS and REPORTING OF PROBLEMS: As cashiers you are held accountable for your actions, as well as those under your guidance. As such, you should make a tour of the ramp at least once per shift, either at the start or end of the shift to check for problems and potential problems. This includes but is not limited to: lights left on in a car, ramp lights out, exit signs out, broken glass, ice/snow conditions, cars rolled out of their stalls etc. This way some problems can be avoided and others become just a nuisance for you instead of a full blown problem for others.

REFUSAL TO PAY: people that refuse to pay should POLITELY be told that everyone using this facility pays either by cash, check, or with coupons or stamps. If they claim they did not know about our policy, explain that they should pay now, get a receipt and talk to the Administrator/supervisor during regular business hours. Try to stay calm and polite. If possible notify the manager no matter what the time of day or night. If they are not refusing to pay but simply have no cash or checks, issue a no money envelope. Be sure all of the information requested is correctly filled out.

NO/NOT ENOUGH MONEY: If they simply have no cash or checks, issue a no money envelope. Make sure it is filled out completely and correctly.

STAMPS: are available through the bill payment desk in City Hall. They are $40.00 for a book of 100 stamps. Each stamp is valid for one (1) hour of parking. They have NO CASH VALUE.

SKIP OUTS: Try to get the license number, vehicle description, drivers description, and direction of travel. Notify the police immediately.

CONTRACT PARKERS: Monthly parking is available for monthly fee (depends on type & location desired)plus a refundable $5.00 deposit for the card. Lost cards are replaced for a $20.00 fee. People desiring a contract must see the supervisor of the location in which they desire parking to complete the paperwork.

STOPPED/NONWORKING CONTRACT CARDS: Each month (around the 25th of the month)

those contracts not paid yet are stopped. When you are given the stopped list compare those on the list with people whose cards are not working. If they are on the list they need to be told - politely - that their card was shut off due to non-payment. They are allowed to legibly write their name and contract number on their ticket and be let out for free once. They may pay their monthly fee now or at a later time. Explain to them if they pay you now that their card will be turned back on the next business day if the supervisor is not still on site.

CHECKS: No checks are to be cashed. Checks are accepted for amount of fee only and made out to "CITY OF DURHAM". Travelers checks are accepted for face value. Count them as checks. All checks must be endorsed immediately upon receipt.

CLEANING AND SWEEPING of booth and area is required. A tour of the ramp at the end of shift to check things out is also encouraged.

PARKING STAFF:

The Administrator is available M-F 8am to 4:30pm. Phone 560-4871 x 22 Pager is 517-5425.

The Assistant Administrator is available M-F from noon to 8:30pm. Pager is 517-4984

The Customer Service Representative is available M-F from 8:30am until 5pm. Phone is 560-4871 x 21 Pager is 517-3675

POWER OUTAGE: In the event of a power outage, however short in duration, the fee computers may require resetting. Do so and they should reset. You may have to unplug the f.c. wait for 10 seconds re-power it and then re-enter your code. Our first priority is the safety and security of people. Try to ascertain whether or not there are people trapped in the elevators. The gate needs to be manually raised or the gate arm needs to be removed so as to allow people to exit. To manually raise the gate arm, open the side panel of the gate using a key. SHUT OFF THE POWER using the on/off toggle switch inside the gate. Pull on the drive belt until the gate is in the desired position. If there is power via a UPS to the f.c., transactions should still be able to be rung up, except the gate will not function. Flashlights should be in each booth. Placing a vehicle so that its headlights are illuminating the exit area is also recommended. This will also funnel traffic to the operational booth. Card holders will also have to exit via the lane(s) with the open gate(s). If Burns is still on duty they need to patrol the stairwell with a flashlight to assist people in getting to their vehicle safely. If possible, people should walk in groups to ensure their safety and free up the Burns staff to assist others. When power comes back on, check to see that the elevators are functioning correctly and lower or replace the gate arm. Spare gate arms need a 9/16” wrench to be replaced.

PAPER TAPES: Each f.c. has two paper tapes. One is for receipts. The other one is a journal tape. Check & monitor these tapes and replace when necessary - that is before they run out. Do NOT throw away any journal tapes. They must be saved for auditing purposes for 3 years. Ask your supervisor for directions on how to change them and where to place used journal tapes.

SHORTAGES: Cashiers are responsible for their money. Depending on the amount owed, it is up to the discretion of the Administrator as to payment terms (if any) that are acceptable. This pay-back can be in cash or check. There is no grace period. Responsibility begins as soon as you accept the starting operating fund on your first day.

CITY PROPERTY: Unauthorized use of city property is grounds for discipline. Theft from the city will result in criminal action being taken as well. Please try to take care of the equipment. Your taxes pay for maintaining and replacing it.

USE OF CITY EQUIPMENT: is not allowed without permission of the Administrator who shall be kept informed of any such allowance.

POLYGRAPH: The city has the right to request and require that employees take a polygraph (“Lie Detector”) test when the situation calls for it. Refusal to take the test may result in termination of your employment with the city.

MEDIA RELATIONS: In the case of a criminal or civil action (shooting, theft, assault, someone running their car into a building, someone jumping or falling from a building, etc.) you are under direct orders to:

A) Not volunteer information except when giving a statement to a police officer

B) Not to discuss it with by-standers or the curious

C) Not to talk to anyone from the media

D) If you witnessed it, write it down as soon as you can to document what you saw

There shall be NO information given to the media. Any such requests shall be directed to the department head (Kendall Abernathy) or to the City Public Affairs staff (Beverly Thompson). In case of questions about this policy please talk to your supervisor or the Administrator.

ROBBERY: All employees shall be shown the location and use of any hold-up alarm button. Security system details shall be maintained as confidential and are not to be openly discussed with anyone other than Durham Police or parking division personnel.

Look at the robbery description sheets before you are robbed and become familiar with what is desired for descriptions and weapon types.

To deter casual grab & run theft you are directed to have the doors and window locked whenever possible. Do not leave the register drawer open when you are not performing a transaction.

If robbed, do not take any unnecessary risks or actions which could jeopardize your safety or that of others in the area. Try to push any hold-up alarm as discreetly as possible so as to not draw attention to the alarm. As soon as possible, call the police at 911, the Manager and the supervisor. Close down your lane and open the other gate so patrons can leave. Do not touch anything or any area the robber might have touched.

The suspect(s) may or may not be armed. Believe that they are and act accordingly. STAY CALM. This will help reduce the potential acting out by the suspect. If a weapon is seen, stay calm and cooperative and make a mental note as to type of weapon seen. At no time should you attempt to fight off the suspect. Do exactly what is asked of you. Give them the money.

Try to get a good description of the robber but try not to stare or act as if you are trying to get a description. Height, weight, hair color, race, sex, voice, any scars/marks or tattoos or gold teeth are preferred. Next, remember clothing. Since it can be altered/removed and added to easily, permanent physical traits are preferred.

Could you get the license plate number?

Was a weapon seen or implied?

What exactly was said by the robber?

Did he/she have an accent or speech impediment?

Which way did they come from and go to?

Did they drive a car?

What kind and color?

There is a copy of a suspect ID sheet in the booth copy of the policy manual. FILL IT OUT.

Try to notice if the robber touched anything. If so, do not touch it yourself and try to keep others from touching it. (It might have usable fingerprints). Try to restrict traffic in the area.

After the police & protection have left, write down everything you can remember on an Incident Report form. Sometimes you remember things later or you simply forgot to tell the authorities.

PART-TIME BENEFITS

DEFINITION (PER 308)

Part-time is anyone working less than full-time (forty hours/week).

Part-time employees may work up to forty (40) hours in a workweek.

ADVERTISING/RECRUITMENT (PER 301)

Part-time seasonal/temporary - more than 3 months, post for 5 days & requires an interview.

Part-time converting to full-time - post for 8 days & requires an interview. Dept. head may select the incumbent if s/he has worked in that position for 6 months or more without posting.

PAY & BENEFITS

Pay: is for hours worked only. (PER 308)

F.I.C.A. and Workers’ Compensation: are provided for all positions. (PER 308)

Medical & Dental Insurance: After six (6) months of consecutive service it is the Supervisor’s responsibility to make an appointment with Human Resources to sign up for medical & dental insurance benefits. Costs vary depending on the policy benefits desired and number of dependents.

Vacation & Sick Leave: For part-time employees who work six (6) consecutive calendar months, beginning in month seven (7), annual (vacation) and sick leave and holiday pay will be earned as indicated below.

Duel Employment: If an employee works two part-time jobs benefits will only accrue based on the initial job held by the employee. (PER 308)

EMPLOYEED: ANNUAL (vacation) & SICK LEAVE EARNED

(per Bi-weekly pay period)

1 through 2 years 2.00 hours

3 through 4 years 2.50 hours

5 through 6 years 3.00 hours

7 years and more 3.50 hours

Employees who work twenty (20) hours or less per week will not earn paid leave. (PER 308)

VACATION CARRY OVER/TERMINATION: No more than sixty (60) hours of vacation time will be paid at termination nor be allowed to carry over from calendar year to calendar year. Unused amounts of vacation beyond sixty (60) hours will be forfeited on January 1.

SICK LEAVE CARRY OVER/TERMINATION: There is no maximum accumulation of sick leave. Sick leave is not paid upon termination. (PER 308)

HOLIDAYS: Beginning in month seven (7), the employees will be paid for holidays that fall during the employees regularly scheduled workweek at the same rate as the hours in their normal workday. EXAMPLE: Employee works four (4) hours/day will be given four (4) hours of pay for the holiday. (PER 308)

FLOATING HOLIDAY: Beginning in month seven (7), part-time employees will also be eligible to take one (1) set of floating holiday hours. Floating holiday hours not taken during the fiscal year will be forfeited. (PER 308)

MERIT INCREASE: There is no official guideline or rule as to when a review is performed. This is a departmental call. In the past departments have given half the merit increase a full time employee receives or 2.5%. Parking has adapted:

An annual evaluation to be done on or about the employees hire date.

$.05 (nickel) raise for each year of service given after two (2) years of service, retro-active to your start date.

(Example: start date of April 8, 1998. On April 8, 2000 you would get $.05 for year 98-99 and $.05 for year

99-00 or $.10 (dime) an hour. Every year after on April 8 you would get another nickel per hour. Five (5) years

of service = $.25 above starting rate.

MISC.

ID CARDS: Part-time employees employed more than four (4) weeks are required to obtain and have on them when working, a city issued ID badge with name, photo, department and employee number.

Direct Deposit: Is not available to part-time employees.

Misc. POLICIES

As employees of the City of Durham we are committed to providing the citizens and visitors with quality service in a courteous and considerate manner.

If a person has a complaint always listen to them attentively and answer their questions honestly and to the best of your ability. Refer them to the correct person or your supervisor if possible for questions you can not answer.

If we are wrong then apologize to the customer. Do not dwell on mistakes. Be polite

Even if you do not feel cheerful or civil in difficult circumstances, by appearing as such you are preserving your dignity and the city’s image.

Greet customers upon their arrival and thank them upon their departure

Phone use should be limited to short business calls. Phone privileges may be taken away or disciplinary action may occur for numerous or long personal calls.

TOWING OF VEHICLES: If a customer asks you to call a towing company for their vehicle please do so. Any other tow requests must be approved by the supervisor and when possible, a parking system administrator.

ATTACHMENTS

1) Current schedule

2) Current rate key sheet

3) Robbery ID sheet

4) Map of downtown

5) Photocopies of a typically accepted:

red complimentary parking pass, sample stamps

6) Break schedule

7) Sample Cashier Report

Alphabetical INDEX

Appearance &Courtesy	4
Benefits	3, 8, 9
Checks	6
City Property	6
City Property, Use of	7
Cleaning	6
Conflict of Interest	5
Contract Cards	6
Contract Parker	6
Courtesy	2,4
Fee Computers	4
Front Line Staff	2
Gate Arms	2
ID Cards	10
Injury	5
Issued Items	2
Job Duties	2
Main Function	2
Media Relations	7
Missing Shifts	4
Overview	2
Paper Tapes	6
Part-Time Benefits	3,8,9
Payday	3
Polygraph Testing	7
Power Outage	6
Problems	5
Punching in/out	3
Receipts	4
Refuse to Pay	5
Robbery	7
Shifts	3
Short Money	5
Shortages	6 & 15
Skip Outs	5
Sleeping/Alcohol/Drugs	4
Staff Hours/Availability	6
Staff parking	3
Stamps	5
Suggestions	3
Supplies	3
Switching Shifts	3
Tardiness	4
Trash	3
TV	3
Uniform	2
Vacation	3
Wages	3
Weather	2
Work Locations	2
Your Shift	4, 5

INDEX

Courtesy	2,4
Front Line Staff	2
Gate Arms	2
Issued Items	2
Job Duties	2
Main Function	2
Overview