Student Centers New Work Order Routing Process

To all Student Centers Department Managers, Sodexo Managers and Supervisors, Facilities:

Effective December 1, 2014, Student Centers will be making alterations to our current work order process. The intent of the changes is to streamline the process of performing work order repairs in order to better serve our tenants.

If Student Centers tenants have a facilities concern, please complete the Student Centers Work Order Request Form to have it addressed. Going forward, we ask that Student Centers tenant representatives no longer send requests or make phone calls directly to Facilities unless they are true emergencies (which are covered below). This will enable our department to become more efficient in serving your needs through the development of a Routine versus Emergency work order routing system.

For routine general maintenance needs, Student Centers tenants will have direct connection via the Student Centers Work Order Request Form.  Once this form is submitted, it will go directly to your Student Centers Facilities Manager.  The Facilities Manager will then generate and route all work order requests.  The following explains the process in detail:

General Maintenance Requests

  1. All emergency designated work order issues (plumbing leaks, backed up drains, electric power loss, etc.) will be sent directly through Facilities Customer Service by our Student Centers Facilities Manager, after receiving the call or completed request form from your departments.  After hours and weekend issues will still be routed through the facilities after hours on call staff.
  2. Any non-emergency issues should be addressed through the Student Centers Request form or by calling Facilities Manager Keith Epps, for the Johnson Center, Sub I, and The Hub. Keith can be reached at kepps@gmu.edu, cell phone is 571-533-6704, office 703-993-2857.
  3. Following contact from you, the building managers will generate a work order and it will be assigned to the appropriate maintenance department right away. The requester of repairs (you) will be entered as the contact person on the work order, and an email notification will automatically be sent to them, for tracking purposes.
  4. If parts or materials are needed, this will be noted on the work order, so that progress can be tracked by the tenant, once they are provided a work order number.
  5. The Student Centers Facilities Manager will determine what items are to be handled by Student Centers staff and what items will be forwarded to Facilities for repair.

Primary work hours for the building managers are from 6:00am-2:30pm M-F, and they are available to receive calls as soon as 6:00 am.  If for some reason you can’t contact them, call Student Centers main office line at 703-993-2921 and report your concern to the office staff.  If a need arises after 3:00PM, and is not an emergency, then communicate the issue via the Student Centers Online request Form and the next day it will be generated into a work order and assigned.  Please include all information necessary to complete the work order.

I have also developed a basic work order script for the Department representatives and our office support staff to follow, if tenants directly call the Student Centers office so that critical details can be noted.

I am asking for your assistance with this to better ensure a smooth transition to the new process.  Please contact me at your earliest convenience with any concerns or questions.

Thank you for your assistance with this new process.
Student Centers Front Desk 703-993-2921

General Guidelines for Space Use In and Around the Student Centers

  • Helium balloons are not allowed in the Johnson Center; however they are allowed in SUB I and Hub.
  • Tape and/or adhesive is not allowed on the floor in any event space.
  • Scotch tape, duct tape, thumbtacks, or any other strong adhesive is not allowed on any surface in the facilities.
  • Painter’s tape (blue) or masking tape is allowed on walls, dry erase boards, or easels.
  • No postings are allowed outside of the reserved event space, including the doors leading into the event space, without prior approval from Student Centers.
  • All materials must be cleaned up/removed completely when event ends. Any damage to the space or need for excess cleaning caused by the client will be billed directly to their organization.
  • No open flames are allowed in the facilities.
  • No decorations, banners, or other materials are permitted to be hung from the ceiling in event spaces.
  • No glitter is allowed in any event space – the use of glitter will result in an automatic cleaning fee.
  • Client is not permitted to alter the space in any way – i.e. removing or relocating plants, art, or installations that are fixtures in the space.
  • Client should not stand on furniture – including chairs and/or tables.
  • Event spaces must be left in same condition as they were found – if the room arrangement is altered in any way, the client must return the room to the original configuration at the conclusion of their event.
  • Groups must clean up and discard all catering residuals when using a caterer other than Sodexo.
  • The only animals allowed in the facilities are service dogs.
  • Smoking, e-cigarettes, vape pens, and illegal drugs are not allowed in the facilities.
  • Furniture should not be moved to positions that are considered a safety hazard (i.e. blocking a fire exit).
  • Furniture or plants in public areas should not be moved to any meeting rooms or multifunctional spaces.
  • Groups should not drag furniture across the floor. Either lift it or ask for assistance from Student Centers Staff.
  • Event and building patrons must follow all fire safety guidelines as outlined in the Campus Fire Safety Plan http://ehs.gmu.edu/plans_manuals/FireSafetyPlan.pdf – failure to do so could result in fines or an event cancelation.

Setup Arrangements and Event Support

  • All setup information should go through Events Management – Registered Student Organizations should contact Heather Crandall (hcrandal@gmu.edu), Faculty, Staff, and Campus Departments should contact Samantha Price (skaizen@gmu.edu), and External Clients should contact Matthew Frank (mfrank4@gmu.edu).
  • Groups should be reminded that when scheduling catering, they must determine with the caterer how many tables will be needed for service and then communicate this as a part of their room setup to Events Management.
    Events scheduled outside that a client wishes to hold even during rain or bad weather are strongly encouraged to schedule a rain-site location at time of initial reservation.
  • If minor adjustments are needed the day of the event, clients should contact the Services Concierge staff at (703) 993-8919 for immediate assistance.
  • Services Concierge staff are on duty whenever Student Center buildings are open. On evenings and on weekends (in the absence of professional staff), the Services Concierge staff is responsible for on-site event support and building management. Any event changes must be approved by the Services Concierge staff – they are responsible for enforcing published Student Center policies and guidelines. Clients can contact the Services Concierge staff at (703) 993-8919.

Scheduling and Approvals

  • Early openings in the Johnson Center may not be scheduled before 6:30am without prior approval.
  • Early openings in the Hub and SUB I may not be scheduled before 7:30am without prior approval.
  • Access time to the Bistro for weekday events may be scheduled starting at 5:00pm on Monday – Friday.
  • Meeting rooms may be scheduled until 11:00pm without prior approval.
  • The Hub Ballroom, Johnson Center Dewberry Hall, and JC Bistro, may be scheduled until 1am on Friday and Saturday without prior approval during Fall and Spring academic semesters. During other periods, special approval may be necessary.
  • Special approval is required for use of the JC Atrium, JC Lounges, and SUBI Patriots Lounge. However, all requests must be initiated with Events Management.
  • Special approval is required for use of the JC North, South and East Plazas, Southside Plaza, and SUBI Quad. However, all requests must be initiated with Events Management.
  • Dewberry Hall Lobby may be reserved as part of an event in Dewberry Hall, Dewberry Hall South and/or the Johnson Center Cinema.
  • Pre-function Hallway may be reserved as part of an event in Dewberry Hall or Dewberry Hall North.
    Early openings and late closing requests must be made a minimum of 20 days prior to the event date to insure proper coordination.
  • Where time and space related approvals are needed, Events Management will coordinate all requests.

Cancellations, No Shows, Setup Changes, and Event Fees

  • Events must be cancelled at least one business day in advance of the event start time in order to avoid a fee. Events in Student Centers’ spaces cancelled with less than one business days’ notice will incur a late cancellation fee of $75 for each large meeting space and $25 for each small meeting space.
  • If the group is a “no show*,” a fee of $100 for each large meeting space and $50 for each small meeting space will be assessed.
  • Events clearly labeled as “Rain Location” in 25Live will not be charged any fees if the client ends up not needing the rain location site. This will not be considered a “no show.”
  • If you reserve several spaces for your event and do not use any one of your assigned spaces, you will be charged a “no show” fee for each space not utilized during your event. Be sure to release any spaces you will not need at least one business day in advance of your event start time in order to avoid a fee.

For Registered Student Organizations (RSOs)

  • RSOs will receive email notification of a cancellation or “no show” infraction within three business days of the offense. Once notification has been sent, RSOs have three business days to remit payment for the fine (see below for payment instructions). If payment is not received within three business days of the email notification, all events currently scheduled by the offending organization will be cancelled for the remainder of the semester (including non-Student Centers spaces). The RSO in question will not be able to make any new reservations until payment has been received.
  • Payment can be made by bringing a check for the amount owed to Barbara Campbell in the OSI office (HUB, 2nd Floor). Checks should be made payable to George Mason University and have a memo line to indicate that the funds are for “Student Centers Fee.” Cash payments will also be accepted and can be paid to Barbara Campbell in OSI. Alternatively, if an organization has self-generated funds in their Organization’s account, they can contact Barbara Campbell to have the fine paid using those funds. Consult with Ms. Campbell to determine if this payment option is available to your RSO.

NOTE: An event is considered a “no show” if event staff visits the space 3+ times during the event reservation time and finds no one in the space. If you only plan on using your reserved location for a small portion of the scheduled time, be sure to update your reservation to reflect the shortened time and notify event staff that you are present for your event.

Setup Changes and Event Fees

  • If a client requires a major setup change (a different setup from what was confirmed in 25live) after the room is already set up, the client will incur a setup change fee of $100 for each large meeting space and $50 for each small meeting space. Changes will only be made if time and resources allow. Student Centers reserves the right to deny a set up change requested less than 24 hours prior to the event – most events are set up one day in advance of your reservation time.
  • Any damages to the space or excessive cleaning/rearrangement required post-event will cause a client to incur a damage and/or cleanup fee comparable to the damage done. Clients are reminded to leave the space as they found it. This also applies to clients that rearrange the existing furniture in a space and do not return it to the original configuration – this could result in the client being charged a fee similar to that of a major setup change.
  • Clients will also be charged a major setup charge fee if they remove furniture or resources from spaces that they have not reserved for use at their own event/location.  Only Student Centers staff should move, arrange, setup or strike event furniture and equipment.

Revised March 17, 2015