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Controller's Office Policy Manual

The Controller’s Office is a major point of contact with persons and organizations within and outside the campus. Therefore, office image is an important and often the only reference these individuals and organizations have of the office and Amherst campus. It is important that the office portrays an image of professionalism and it is expected that in all aspects the office carry out its work in a business-like atmosphere.

1. Office Etiquette

Because of the office structure and arrangement, it is necessary that everyone be conscious of the need for a quiet atmosphere conducive to the work done in the area. Talk and radios should be maintained at a low-level and the use of profanity is strictly prohibited. Loud or boisterous behavior is unacceptable.

2. Dress Code

Employees are expected to wear appropriate attire for a business operation. Basically, a person should present a neat and clean image.

Although it is not desired to establish strict clothing standards, if a supervisor believes certain dress is unacceptable for the office, their concern will discretely be brought to the attention of the individual and an agreeable solution reached. In those cases where an agreeable solution cannot be reached between the parties, other appropriate offices or parties will be consulted to assist in resolution.


3. Workstations

Workstations should be kept in a neat, business like appearance. Inflammatory or derogatory items are unacceptable in the workplace. Computer screensavers should be appropriate for a business atmosphere.

4. Correspondence

When an individual issues a document as a representative of the Controller’s Office, whether issued within or outside the office, it is important that the document present a professional appearance.

Correspondence (memorandums, bump forms, and written notices of a similar nature) disseminated outside the office must have the Controller’s Office address, identify the department from which it’s from, that department’s phone number, date, person sending the document, an e-mail address for responses, and be signed. Internal documents should clearly indicate the person issuing the document. All correspondence should clearly provide a means for the receiver to contact the individual/area sending the correspondence.

All correspondence should be issued by the person having the appropriate authority to do so. If there are any questions regarding authority level, the appropriate supervisor should be consulted before the correspondence is issued.

Form letters need to be approved by the appropriate administrative official only once, prior to the first mailing.

All correspondence should be clear and concise, using proper business tone and use proper grammar and spelling. Reception area staff or supervisors are available to review all correspondence.

5. Reception/Telephone Back-Up and Responsibilities:

At times it is necessary to supplement coverage at the office entrance. Employees will be assigned by their supervisor to assist in the reception area when needed. The shift will be a maximum of two hours and will include office reception, answering telephones, date stamping purchase orders and disbursement vouchers, distributing mail, and sorting mail according to account numbers.

An employee from each of the four areas (State Support, Accounts Payable, General Accounting, and Research Accounting) will cover one two-hour shift on a rotating basis from 9:00AM - 5:00 PM when needed.


6. Telephone

All personal telephone calls should be brief and made only when necessary. All personal toll calls must be charged to a personal telephone credit card, a personal telephone number or paid for by check. Each month a listing of all phone calls made against your access code number will be provided to you. If any call on the list is for other than appropriate business, you must issue a check payable to the University of Massachusetts for the amount of the toll call. Cash will not be accepted for personal calls. Payment must be within ten working days from the date the listing is received. If the amount owed by an individual is less than $1.00, payment should not be made until the amount due is $1.00 or more.

Any telephone problem should be reported to the Controller’s Assistant, who is the TUG Rep., who will determine the correct phone repair service to notify. No one else is authorized to order repair service.


7. Voicemail

Voicemail is provided to individuals in the office to ensure telephone

Contacts are not missed and as a means to reduce interruptions during the work day.

Employees should use the voicemail capability when such use increases productivity and enables the employee to better do their assigned tasks.

Key elements of the use of voicemail follow:

1. All calls must be returned within a 4 hour period of when received .

2. Before returning calls the request should be investigated and where possible, information gathered.

3. Voicemail greetings should be short and businesslike.  It is important that persons leaving voice mail messages can rely upon a prompt response. A vacation or leave greeting such as the following should be used when an employee will be unavailable for an extended period (more than two consecutive days).
   

• Daily Greeting:
  "Hello, you’ve reached (name) at 5-XXXX. I’m either on the phone or away from my desk. Please leave a message and I’ll get back to you within 24 hours. If you need immediate assistance, please contact (name) at 5-XXXX."

 

• Extended Leave Message (Vacation or Leave Greeting):
  "Hello, you’ve reached (name) at 5-XXXX. I’m out of the office until (date). Please contact (name) at 5-XXXX for assistance."
  

8. Smoking Restriction

Smoking is not permitted in the Controller’s Office. The campus has adopted a smoke free policy which prohibits smoking in all public and individual work areas in University buildings. Persons may smoke in areas outside the building, and it is suggested that smoking receptacles be used.

9. Office Visitors

Visitors to the office should be addressed quickly and courteously. If persons arrive at an area they should be asked in a non-confrontational manner the nature of their business and be directed to the appropriate person or area. If you are not absolutely sure how to assist a visitor, refer them to a supervisor.

1. Work Related Visitors:

Often persons will hand carry a document or transaction to ensure it is received in the office or to obtain special handling of the item. Whenever possible, such accommodations should be made. However, such interruptions should not interfere with the accomplishment of work assigned by supervisors.

In those cases where a visitor has asked for work which will impact accomplishment of the work assigned by the supervisor, the employee should request that a priority be assigned by the supervisor to the original assignment and the new work.

2. Personal Visitors:

Every effort should be made to schedule personal visits during lunch or break periods. Personal visits during office hours are discouraged. Children should not be brought to the office as an alternative to child care.

Should you receive a visitor, it is expected that the length of the visit will be kept to a minimum. If it is necessary to schedule a personal visit during work hours, prior approval from your supervisor is required.

Emergency visits should be dealt with promptly and with a minimum of disruption to office routine and other staff. Persons waiting for an employee to finish their shift, should wait outside the office area (lounge, etc.).

The staff member is responsible for insuring that visitors conduct themselves in a manner that complies with all office policies.

 

Controller's Office
Room 405 Goodell Building
140 Hicks Way
University of Massachusetts Amherst
Amherst,  MA 01003-9272
Tel:  (413) 545-0806
Fax: (413) 545-6088

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Last Updated: February 09, 2011