Student Handbook

Expectations

1.1 Expectations: Attendance

As a student employee at IS&T, you are expected to show up for your scheduled shifts (in this document, when we refer to shifts, we mean regular shifts, as well as scheduled team meetings) on time. If you have to be more than 5 minutes late for a shift, or miss a shift completely:

  • You must notify cs-supervisors@mit.edu (or whoops@mit.edu which goes to the same place)
  • You should also notify  at least one other person on the affected shift (ideally via Slack, but email is acceptable). Use Shiftboard to identify other team members who share your shift. 
  • You can also:

If, after doing all the above, you realize you can make your shift after all, you’re still welcome to show up!

Supervisors will determine whether absences are excused or not. Without receiving notice of the absence, it cannot be excused.

Excused Absences include illness, family emergency, meetings with faculty, an MIT exam scheduled during your hours, or any other change in your academic schedule,

Unexcused Absences include missing a shift without giving notice or finding a substitute, poor time management (i.e. “all-nighters”), conflicts with other clubs and activities, visiting friends/family.

Disciplinary policy for unexcused absences

  • 3 times late = 1 unexcused absence.
  • 2 unexcused absences = conversation with supervisor
  • 3 or more unexcused absences is unacceptable and may result in termination

1.2 Expectations: Professional Presentation

As a student employee at IS&T, you represent your teammates (student and professional), IS&T, and MIT as a whole. As such, you are expected to maintain a standard of professional presentation. This involves appropriate dress, personal appearance and attitude.

Dress: We prefer not to have a formal dress code, because we like to encourage you to develop your own judgement about how to navigate the professional world. In general, “business casual” is always fine. 

In general you can get a sense of what’s appropriate by noting how your co-workers dress.

Attitude:  You are expected to be dependable to clients and coworkers and to uphold good communication as well as show respect in all interactions. You must also be accountable, taking responsibility for your behaviors and actions. We’d also like you to have a positive attitude, show that you enjoy your work, and be friendly. We’re here to help people. Try to set as a goal to make every transaction an opportunity for you and the other person to walk away feeling better than before your interaction.

1.3 Expectations: Working a shift

Your general workflow in any shift will be as follows:

  1. Clients come first! If you are taking a call or helping a client, that’s your first priority.
  2. If there are not clients, first check the “saved search” for BeaverTechs in ServiceNow, and attend to anything requiring attention.
  3. If there are no actionable items in the saved search, look for new or active & unassigned tickets in the Triage or Escalations queues.
  4. If there are no tickets to work on, you can either train yourself on workplace knowledge (using the KB, for instance) or work on any IS&T projects you may have been assigned.
  5. If you’re all out of things to do after doing all of the above, you are welcome to work on homework, if you want.

Time & Pay

 2.1 Time & Pay: How Scheduling Works

  • Students are expected to work around six hours a week during the work week (8am-5pm, M-F). Exceptions are often made for IAP and over the summer – see a supervisor if you’re interested.
  • Submit your availability to cs-supervisors@mit.edu, who will then assign you shifts. Pro tip: give yourself a half hour to get to and from class shifts
  • After the first full week of the semester, your availability schedule is regarded as a commitment.
  • Hours for exam weeks, holidays, and other breaks are voluntary and scheduled separately.
  • Shifts will be available on Shiftboard.

2.2 Time & Pay: Paperwork

  • Employment eligibility verification (I-9). This item requires specific identification to be presented and verified in person at the Student Employment Office
  • Bank deposit authorization form. No paychecks are issued; instead, deposits are made directly to bank accounts.
  • For more detailed instructions, please see this excellent guide by BeaverTech Dan Gonzo

2.3 Time & Pay: how hours work

  • You must Clock In and Out at the beginning and of each shift using Shiftboard
  • Your Shiftboard hours will be compared to your Atlas hours prior to approval, and you will be asked to explain any discrepancies between the two records.
  • Students are paid $16/hr, with regular opportunities for raises as experience grows.