State Worker (STW) Training Guide 2021
Michigan Department of Natural Resources Parks and Recreation Division
MICHIGAN DEPARTMENT OF NATURAL RESOURCES MISSION STATEMENT “The Department of Natural Resources is committed to the conservation, protection, management, use and enjoyment of the state’s natural and cultural resources for current and future generations.”
MICHIGAN DNR PARKS AND RECREATION DIVISION MISSION STATEMENT
The Parks and Recreation Division’s mission is to acquire, protect, and preserve the natural and cultural features of Michigan’s unique resources, and to provide access to land and water based public recreation and educational opportunities.
The Michigan Department of Natural Resources provides equal opportunities for employment and access to Michigan's natural resources. Both State and Federal laws prohibit discrimination on the basis of race, color, national origin, religion, disability, age, sex, height, weight or marital status under the U.S. Civil Rights Acts of 1964 as amended, 1976 MI PA 453, 1976 MI PA 220, Title V of the Rehabilitation Act of 1973 as amended, and the 1990 Americans with Disabilities Act, as amended. If you believe that you have been discriminated against in any program, activity, or facility, or if you desire additional information, please write: Human Resources, Michigan Department of Natural Resources, PO Box 30028, Lansing MI 48909-7528, or Michigan Department of Civil Rights, Cadillac Place, 3054 West Grand Blvd, Suite 3-600, Detroit, MI 48202, or Division of Federal Assistance, U.S. Fish and Wildlife Service, 4401 North Fairfax Drive, Mail Stop MBSP- 4020, Arlington, VA 22203
For information or assistance on this publication, contact the Parks and Recreation Division, Michigan Department of Natural Resources, P.O. Box 30257 Lansing, MI 48909.
This publication is available in alternative formats upon request.
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TABLE OF CONTENTS
WELCOME TO THE TEAM! ...... 1
EMPLOYEE CONDUCT ...... 2
I. PROPER EMPLOYEE CONDUCT ...... 2
II. PROHIBITED DISCRIMINATION AND SEXUAL HARASSMENT ...... 3
III. VIOLENCE IN THE WORKPLACE...... 3
IV. DISCIPLINARY ACTION ...... 4
V. STANDARDS OF PERSONAL APPEARANCE ...... 4
VI. UNIFORMS ...... 5
VII. SMOKING ...... 5
VIII. WORK RULES ...... 5
FACILITY ORIENTATION ...... 9
I. AMENITIES ...... 9
II. NATURAL FEATURES ...... 9
III. PROGRAMS AND SERVICES ...... 9
A. INTERPRETATION/OUTDOOR EXPLORER ...... 9
B. PROGRAM INITIATIVES ...... 10
C. VOLUNTEER PROGRAMS ...... 11
D. CAMPGROUND HOST PROGRAM ...... 11
E. STEWARDSHIP PROGRAM ...... 12
F. MICHIGAN CIVILIAN CONSERVATION CORPS PROGRAM...... 13
IV. EMPLOYMENT PARTNERSHIPS ...... 13
V. INMATE WORK CREWS ...... 13
VI. FRIENDS GROUPS ...... 14
VII. FOCUSED INTEREST GROUPS ...... 14
EMPLOYEE TIME AND ATTENDANCE ...... 15
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I. TIME AND ATTENDANCE ...... 15
II. TIME & ATTENDANCE INSTRUCTIONS ...... 15
III. DNR WEB SITES - INTRANET AND INTERNET ...... 17
IV. WORK SCHEDULES ...... 17
V. WAGES AND BENEFITS ...... 18
VI. UNIONS ...... 18
VII. SUPPLEMENTAL EMPLOYMENT ...... 18
FEE COLLECTION...... 20
I. VEHICLES REQUIRING PASSPORTS FOR ENTRY ...... 20
II. MICHIGAN RESIDENT RECREATION PASSPORT –SECRETARY OF STATE PURCHASED ($12.00) ...... 21
III. MICHIGAN RESIDENT RECREATION PASSPORT – PARK PURCHASED ($17.00)...... 21
IV. CONVENIENCE FEE ...... 22
V. NON-RESIDENT RECREATION PASSPORT ($34.00 EACH) ...... 22
VI. RESIDENT DAILY PERMITS (NO LONGER AVAILABLE) ...... 22
VII. NON-RESIDENT DAILY PASSPORT ($9.00 EACH) ...... 23
VIII. TOWED VEHICLE DUPLICATE PASSPORT (NON-RESIDENTS ONLY) ...... 23
IX. COMMERCIAL MOTOR COACH/VAN PASSPORTS ($17.00 EACH) ...... 23
X. THESE GOODS ARE GOOD FOR MICHIGAN ...... 24
XI. OFFICIAL BUSINESS PERMITS ...... 24
XII. PARK AND RECREATION CAMPER VEHICLE PASSES ...... 25
XIII. PRIORITY SLIPS ...... 25
XIV. PARK AND RECREATION SELF-REGISTRATION PASSPORT SYSTEM ...... 25
XV. REPORTING FUNDS RECEIVED IN SELF-REGISTRATION ENVELOPES ...... 26
XVI. VIOLATION NOTICES ...... 26
XVII...... REDEEMING VIOLATION NOTICES ...... 26
XVIII...... BOATING ACCESS SITES REQUIRING A USE FEE ...... 27 iv
XIX. HARBOR & LOCK FEES ...... 27
XX. PERMIT AND MONEY ACCOUNTABILITY ...... 27
XXI. PCI/CREDIT CARDS ...... 29
PUBLIC CONTACT ...... 30
I. WE’RE CREATING LIFELONG MEMORIES… ...... 30
II. DIRECT COMMUNICATION ...... 31
III. INDIRECT COMMUNICATIONS ...... 33
IV. GUEST SERVICE RECOVERY PROCESS ...... 36
V. 10 POINT BREAKDOWN ...... 37
RULE COMPLIANCE/PEOPLE CONTROL ...... 39
I. LAW ENFORCEMENT IS RELATED TO OUR MISSION ...... 39
II. RULE COMPLIANCE IS IMPORTANT...... 39
III. BE COURTEOUS ...... 39
IV. GET THE FACTS ...... 39
V. ASK FOR ASSISTANCE ...... 40
VI. YOUR AUTHORITY HAS LIMITATIONS ...... 40
VII. OFFICERS HAVE INCREASED AUTHORITY...... 40
VIII. RANGERS ARE PEACE KEEPERS ...... 40
IX. INCIDENT REPORT (R3003E) ...... 40
EFFECTIVE COMMUNICATION ...... 46
I. NOTEBOOKS AND INVOICES...... 46
II. BULLETIN BOARDS ...... 46
III. CONCIERGE BOOKS ...... 46
IV. TELEPHONE ...... 47
V. RADIO OPERATION ...... 48
A. TYPES OF RADIOS ...... 48
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B. RADIO CALL NUMBERS ...... 50
C. RADIO CARE AND CAUTIONS: ...... 51
D. OTHER RADIO DESIGNATIONS: ...... 52
E. PRIORITY MESSAGES:...... 52
F. RADIO ETIQUETTE AND TIPS ...... 52
STATE OWNED VEHICLE USE ...... 54
I. BEFORE OPERATING A STATE-OWNED VEHICLE ...... 54
II. SAFE VEHICLE OPERATION ...... 54
III. WHEN LEAVING A STATE-OWNED VEHICLE ...... 54
IV. OTHER POINTS TO BE AWARE OF...... 55
V. MOTOR VEHICLE DAMAGE REPORT ...... 55
VI. POWERED INDUSTRIAL TRUCKS ...... 57
EMPLOYEE SAFETY ...... 58
I. SAFETY AWARENESS ...... 58
II. HAZARDS ...... 59
III. CONFINED SPACES ...... 59
IV. HAZARD COMMUNICATION OR RIGHT-TO-KNOW ...... 59
V. LOCK-OUT PROCEDURES FOR POWER EQUIPMENT ...... 61
VI. BLOODBORNE INFECTIOUS DISEASES...... 62
VII. PERSONAL PROTECTIVE EQUIPMENT ...... 63
VIII. EMPLOYEE ACCIDENT REPORT (R7200) ...... 64
IX. INSTRUCTION ON LADDER USE ...... 65
X. INSTRUCTIONS ON LIFTING AND CARRYING ...... 66
XI. FIRE EXTINGUISHERS ...... 66
XII. HANDLING ELECTRICAL EQUIPMENT...... 66
XIII. DEFECTIVE EQUIPMENT ...... 66
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EMERGENCY RESPONSE ...... 67
I. SITE EMERGENCY PLAN ...... 67
II. JUMPSHEETS ...... 67
FACILITY MANAGEMENT ...... 68
I. BEACH EQUIPMENT AND EMERGENCY PLAN ...... 68
II. BEACH CONTROL AND RULES ...... 68
III. LOST AND FOUND ...... 69
BUILDING MAINTENANCE ...... 70
I. TOILET BUILDING MAINTENANCE ...... 70
GROUNDS MAINTENANCE ...... 72
I. EQUIPMENT TRAINING ...... 72
II. OPERATION OF MOTORIZED EQUIPMENT...... 72
III. EQUIPMENT UPKEEP AND REPAIR ...... 73
IV. MOWING AND TRIMMING...... 73
V. TOOLS AND TOOL USE ...... 73
VI. DEFECTIVE EQUIPMENT ...... 74
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WELCOME TO THE TEAM!
Welcome to our wonderful DNR Parks and Recreation TEAM to those returning and to the many joining for the first time.
All indications point to the 2021 season being very busy as visitation to outdoor destinations continues to rise. Camping and lodging reservations are up 30% and people are seeking the outdoors to enjoy all the opportunities that our great parks, trails, boating destinations, and associated facilities provide.
The COVID-19 challenge continues; however, it is imperative that we implement and maintain solid controls and procedures to ensure a safe work environment for all employees. We remain optimistic that this situation will improve and enable us to return to a more normal way of work life in the future.
The state’s park and recreation system remains relevant to residents and visitors. It is critical that everyone stays focused on our visitors and the high value they place on a clean and safe atmosphere.
Last year, despite COVID-19 dynamics and restrictions, we experienced a 25% jump in visitor attendance, bringing our estimated visitation from 28 million visitors in 2019 to nearly 35 million visitors in 2020 in state parks alone. These numbers, however, did not reflect visitation to trails and boating facilities.
Many top 10 tourist destinations in Michigan are state parks! Your service as a State Worker 4 is critical to our success in providing a quality atmosphere our visitors have come to expect.
We hope you will embrace this opportunity by jumping in as a valued TEAM member and delivering great customer service. Be sure to learn your job, ask questions and offer your suggestions. COMMUNICATION is crucial to everyone’s success!
We are proud you chose the to spend with the warmer months working as part of our staff, and we hope you have a worthy experience. Always focus upon “why” we have a state park and recreation system. Simply stated: Our system provides an atmosphere where all of our visitors can experience “lifelong memories.” We therefore hope your personal experience will be just that for you!
Thank you for your service.
Sincerely,
Ronald A. Olson, Chief DNR Parks and Recreation Division
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EMPLOYEE CONDUCT The respect and admiration of Parks and Recreation Division employees must be earned and maintained on a continuous basis. What you do as an individual is magnified when working as part of a team. Who you are and what you do really does count! I. PROPER EMPLOYEE CONDUCT A. Use your smile! Greet our visitors and your fellow workers promptly and with a smile. Frowns can raise barriers that may never break down. B. Give everyone your undivided attention. Being a good listener will help you. Being interested and attentive will help you gain respect. C. Forgo personal electronic equipment. Personal electronic equipment (cell phone, iPod, MP3 player, individual ear buds, disc player, radio, or any personal electronic game device, etc.) is not approved for use in the workplace. If personal electronic equipment is used during the employee’s off-duty time (lunch), it shall be out of view of park guests. D. Never argue. Discuss matters in a normal voice. Do not shout even if the other person is. Speak clearly so people understand you. E. Never jump to conclusions. Get the facts and think them through before you decide what to do. F. Don't be afraid to say, "I don't know." Never guess. When you don’t know, say so. Help find the answer and be sure to get back to the visitor with an answer. G. Set a good example. Be aware that anyone may be watching what you do, on and off duty. H. Use tact in refusing requests you cannot grant. Never say "You can't do it." Explain the reason why and suggest an alternative, if possible. I. Do not criticize the operations in public. This only confuses the public and serves no constructive purpose. More often than not, the person listening to you loses confidence and respect in you as a Department employee. Your supervisor will want to know of your constructive thoughts. J. Accept public complaints and criticism constructively. Do not be defensive. Try to understand and help with the problem or explain the rule to the best of your ability. A problem that an employee is not able to handle should be referred to the supervisor. Rules must be followed and at times an employee must be firm. K. Be helpful. Your job is public service. Remember, you are delivering a service to the public they have already paid for. L. Do not become involved personally with park visitors in any way that could compromise your position. Each park visitor should be treated equally. Keep in mind you are being watched and observed by other visitors at all times.
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M. Never accept "tips" or "gifts" no matter how small or how well intended. Accepting coffee from a camper or picnicker looks bad to other visitors and can be embarrassing to you later should you need to take corrective action with that person. N. Do not visit campers and other users. Interact with campers and guests as duty requires. Under no circumstances enter a tent, trailer, or car to visit. O. No smoking. Do not smoke while engaged in conversation with a park visitor. Smoking is prohibited in and within 25 feet of state buildings and in all state-owned vehicles. You may smoke on your breaks and lunch in a location that is out of direct view of the public. P. Maintain a neat and clean uniform. Uniforms are to be worn properly and only while on duty. A professional appearance and good posture will help you gain respect. Q. Do not engage in harassment. Harassment of the public or fellow employees will not be tolerated. Any action that demeans or degrades another person cannot be tolerated in any form. This includes sexual and racial harassment, as well as threats of violence. If there is a situation or circumstance at your workplace, notify your supervisor, or whoever is in charge, immediately. If this is not possible, contact Equal Opportunity Compliance, Litigation, and Program Services at 517-241-7432. R. Do not speak with the media. All media inquiries should be referred to your supervisor or the DNR Press Officer at 517-284-5815. S. Social Media Do not comment on posts as a DNR representative. Our Department social media coordinator is responsible for responding to questions and comments and creates the official response in conjunction with the Department’s Communication Team, policies, and procedures. II. PROHIBITED DISCRIMINATION AND SEXUAL HARASSMENT As employees of the Department, you are prohibited from engaging in any discriminatory act toward another employee (co-worker) or a member of the public. (The policies contain some examples). Should you receive a request for assistance; it is expected that you do so with respect. If you do not know how or what to do, you must make efforts to find out how or what to do, rather than ignore the problem. Do not offer assistance without first asking for permission to do so. Provide the telephone numbers to Quality of Life Human Resources office, 517-284- 5013. Respond to questions on the policy. Questions should be written down and forwarded to the Quality of Life Human Resources Office for follow-up response. 22.00.01, Discrimination & Accessibility in the DNR - Policy and Requirements III. VIOLENCE IN THE WORKPLACE Ensuring the safety and security of our employees and the citizens we serve is of utmost importance. While employee-initiated violent or threatening behavior in the 3
workplace is rare, such behavior shall not be tolerated. To that end, the Department Management Team has formulated the following “Violence in the Workplace” policy.” The DNR has zero tolerance for any form of violence or threatening behavior, explicit or implied, in the workplace. As DNR employees, we are all accountable for our actions and behavior, and we must interact responsibly with others in the workplace. An employee engaging in Department business or work-related activities who commits, or threatens to commit, any act of violence, will be disciplined up to and including dismissal from employment. Any threat relayed, whether verbal, written, or by gesture, will be presumed to be an expression of intent to do harm to another. This includes any and all acts of intimidation, including, but not limited to, jokes, jests, and acts of horseplay that are inappropriate. Employees shall immediately report to a supervisor any threat or act of violence made by another employee against a co-worker or member of the public. IV. DISCIPLINARY ACTION An employee engaging in Department business or work-related activities who commits, or incites another to commit, any of the following acts against another employee or member of the public, shall be subject to discipline up to and including dismissal from employment: A. Making explicit or implied threats to cause the death or physical injury of another individual, or the damage or destruction of property. B. Intentionally having physical contact with another individual including, but not limited to, hitting, striking, pushing or shoving, that causes physical injury. C. Causing malicious destruction of or damage to, the property or resources of the State of Michigan, another employee, or the general public. D. Bringing any non-work-related firearm, dangerous weapon, or device that could be used to cause physical harm onto property owned or leased by the State of Michigan. E. Engaging in any form of behavior that creates a hostile environment where such behavior has the purpose or effect of unreasonably interfering with an employee’s work performance, creating an offensive working environment, or causing another person to experience undue stress or fear. V. STANDARDS OF PERSONAL APPEARANCE The public's image of the state parks, recreation areas, and boating facilities is often influenced by the behavior and appearance of Division employees. A neat, clean appearance is fundamental to the image of the employee serving the public. Supreme Court rulings have upheld the right of governmental agencies to enforce grooming standards. The following guidelines apply to Parks and Recreation Division employees: A. The wearing of the standard uniform, as outlined in Parks and Recreation Division’s Uniform Policy #6.2, is a job requirement while on duty. B. Employee's hair, wig, and/or hairpiece, shall be neat, clean, well-groomed, and not interfere with the employee's ability to safely perform the employee’s job and assigned task. C. Beards, mustaches, and sideburns must be neatly trimmed and well-groomed. Beards shall not extend more than one inch from the face. Mustaches shall extend no further than the corner of the mouth. Sideburns shall not extend below the earlobe.
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D. Decorative jewelry shall not be worn on the uniform, but may be worn on the body provided it does not interfere with the employee's ability to safely perform an employee’s job and assigned task. The Unit Supervisor/Manager is the final authority in determining appearance and uniforms. VI. UNIFORMS Division employees are required to perform many duties; it is important that a Division employee be easily identified by the public. Uniforms are provided to Division employees so they may be easily identified. Uniform items purchased by the Department will remain the property of the Department. All parts of the uniform shall be given proper care by keeping them clean and in good repair. In the event that uniform parts are lost, damaged, or destroyed, by reason of carelessness or negligence on the part of the employee, replacement will be made at the employee's expense. Replacement articles will be issued only upon turn-in of a similar article. When an employee completes seasonal employment or is separated from the Division, all Department-issued uniform items must be returned to the employee’s supervisor. Used shoes may be retained by the employee. Personal protective equipment (hard hat, safety glasses, etc.) must be worn as directed by the supervisor. Parks and Recreation Division’s Policy #6.2 describes in detail what uniform parts are issued to employees. A specific uniform is required for commissioned employees, non-commissioned employees, clerical employees and STWs. Anticipated work duties will dictate to some extent what uniform items an employee is required to wear. All employees will be issued name bars to be worn only on issued clothing. This allows our visitors to identify you as an employee at times when information or assistance is needed. While on public-contact duty, shorts may be permitted, and color and style must be approved by the Unit Manager. Remember, the reason for uniforms is uniformity! Parks and Recreation Division uniforms identify you as part of a team of people who have taken the responsibility of providing a safe, clean, and pleasant environment to visitors of the Michigan State Parks and Recreation Area facilities. VII. SMOKING Efforts will be made by employees to minimize smoking that causes genuine discomfort to fellow employees or to confine smoking to expressly designated areas. Employees will cooperate with the employer and with each other to respect each other’s’ right to work in a healthful air environment. Do not smoke our use tobacco products in view of the public. VIII. WORK RULES The Department work rules describe the conduct expected of employees. It is the intent of these rules to define the responsibilities and obligations of employees and to ensure the attainment of the Department's objectives through an orderly process. The Department work rules apply to all employees without exception, regardless of classification or level, union or non-union affiliation. It is the responsibility of employees to adhere to these rules, and the responsibility of supervisors/managers to administer these rules in a consistent and objective manner. Violation of any of these rules, or knowingly allowing rules to be violated, may be cause for disciplinary action ranging from reprimands to immediate discharge. If appropriate, the employer may search the employee's locker, desk, work area, automobile, purse, or other personal effects located 5
on property owned or leased by the State of Michigan, unless specifically prohibited by law.
ALL DNR EMPLOYEES ARE REQUIRED TO: 1. Report to work promptly at the starting time and remain until the scheduled quitting time, unless a change is authorized by the supervisor. 2. Notify the supervisor promptly of an anticipated absence or lateness. 3. Keep the supervisor apprised of whereabouts during work hours. 4. Observe the time limits and scheduling of lunch periods, rest periods, or wash-up periods. 5. Avoid unexcused or excessive absenteeism. 6. Obtain approval for supplemental employment. 7. Use seat belts according to law and DNR policy when driving on state business. 8. Observe all health, sanitation, and safety rules and practices, including those governing the use of protective equipment and clothing. ALL DNR EMPLOYEES SHALL REFRAIN FROM ANY OF THE FOLLOWING: 9. Engaging in any form of violence or threatening behavior, either explicit or implicit, in the workplace. 10. Insubordination; refusing or failing to follow written or oral supervisory instructions, directions, or assignments. 11. Neglecting job duties or responsibilities due to conducting personal business on the job; loafing; sleeping; or reading publications not related to the job. 12. Misuse of state telephones or state issued telephone credit cards. 13. Misuse of state e-mail or internet access software including any use outside of the performance of official duties and responsibilities. 14. Unauthorized disclosure, removal, or copying of information or records. 15. Knowingly releasing inaccurate or incomplete information. 16. Falsification of records, reports, or documents. 17. Becoming involved in a "conflict of interest" situation. 18. Obtaining goods or services at a discount offered exclusively to the Department as a governmental agency; misrepresenting the intended use of goods or services to be acquired through a government or employee discount. 19. Discourtesy when dealing with co-workers, other state workers, or the general public. 20. Use of profane language or gestures. 21. Engaging in a strike or work stoppage either individually or as part of a group. 22. Stealing, including unauthorized removal of personal property or Department property, tools, equipment, or supplies. 23. Personal use of Department facilities, tools, equipment, supplies, or other property without proper authorization. 6
24. Abuse or misuse of Department facilities, tools, equipment, supplies, or other property. 25. Unauthorized posting of material, unauthorized defacing or removal of posted material; unauthorized distribution of written material. 26. Unauthorized lending, borrowing, or duplicating of keys; careless or improper use of keys; or failure to promptly report the loss of keys. 27. Possession, consumption, or being under the influence of controlled substances or intoxicants on state property, including state cars, or while on duty. 28. Reporting to work under the influence of alcoholic beverages or controlled substances. 29. Threatening, attempting to, or inflicting bodily injury to another person on the job. 30. Intentional destruction or damage to the property of a coworker or citizen. 31. Engaging in horseplay or other disruptive acts which could result in injury to persons or property. 32. Conviction of a felony. 33. Unauthorized possession of weapons on property owned or leased by the State of Michigan or while on state business. 34. Hunting, fishing, trapping, or engaging in any other recreational activity administered by the Department, without proper license, permit, or registration as required by law. 35. Illegal gambling on the job or state-owned property. 36. Sexual harassment of other state employees or creating a hostile work environment. 37. Making false or malicious statements concerning the Department or its employees. 38. Unauthorized or improper use or possession of Department uniforms, identification cards, or badges. 39. Unauthorized solicitations of funds or donations. 40. Selling or delivering commercial products or services on state-owned property without authorization. 41. Inappropriate dress and grooming, or lack of personal hygiene. 42. Unauthorized political activity in violation of federal and state statutes. 43. Conduct unbecoming a state employee including but not limited to immoral or indecent conduct or other criminal act. 44. Requesting or accepting a bribe or gratuity; or failing to report an offer of a bribe or gratuity. These rules do not constitute the entire list of rules for which employees and supervisors/ managers are held responsible. Other rules are provided by the Civil Service Commission, statute, administrative code, and by administrative procedures established by the Department. A complete list of the DNR Work Rules can be found in the DNR Employee Handbook. 21.21.01., DNR Work Rules Division or worksite rules may be in effect as long as they are not in conflict with Department work rules, Civil Service rules, or Collective Bargaining Agreements.
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Additional work rules may be established as circumstances require. Additionally, work rules may be deleted or modified as required. The Standards of Conduct for Public Officers and Employees Act, 1973 PA 196, is hereby incorporated into these work rules by reference.
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FACILITY ORIENTATION I. AMENITIES Each facility includes amenities which make that location unique and desirable. Examples of these amenities can be campsites, cabins, shelters and trails. Some amenities are universal for all state park facilities such as picnic tables, grills, and restrooms.
II. NATURAL FEATURES Each facility has unique natural features which make that location desirable. Examples of these natural features include lakes, rivers, dunes, wetlands, ponds, protected or endangered plants and animals. III. PROGRAMS AND SERVICES A. INTERPRETATION/OUTDOOR EXPLORER TARGET OUTCOME: Employees will become aware of the division’s interpretive program and the reason it exists. Employees will understand they are to make themselves aware of all visitor services within their park or recreation areas and become the messenger of truthful information about the park and what it has to offer. Interpreters are located at nine state parks and recreation areas around the state: 1. Bay City State Recreation Area 2. Hartwick Pines State Park 3. Hoffmaster State Park 4. Ludington State Park 5. Mitchell State Park 6. Tahquamenon Falls State Park 7. Waterloo Recreation Area 8. Porcupine Mountains Wilderness State Park 9. Wolf Lake State Fish Hatchery The goal of an interpreter is to make visitors more aware of park resources, the larger environment of which facilities are a component, human-related problems facing the environment and the general overall ecosystem. This extends beyond the park boundaries. Full enjoyment and appreciation of lands administered by Parks and Recreation Division hinges on visitors understanding natural and cultural resources. This understanding and subsequent appreciation translates into protection and support for our state parks and recreation areas. To accomplish this educational endeavor, interpreters lead field trips, present talks, use displays and exhibits or other imaginative methods to deliver their message. From black bear hikes in the Porcupine Mountains, to multi-image slide programs at Hoffmaster State Park, visitors are exposed, under the leadership of the park interpreter, to the special wonders of our facilities. Many of the park interpreters also offer outdoor education experiences to hundreds of school children and special groups throughout the year. These programs, typically more focused and structured, lead groups through a prepared teaching plan that lends itself to the Michigan Essential Goals and Objectives for Science Education.
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A complementary component of the Interpretive Program in Michigan’s state parks and recreation areas is the State Park Explorer Program. In over 40 facilities scattered throughout the state, explorer guides lead various entertaining and educational activities for visitors. Visitors must check with each park or online for programming and services. Various bulletin boards, displays, interpretive signage, hiking trail maps, etc., are also a form of interpretation. Be alert for bulletin boards or displays that need cleaning or repair. Make sure you have park maps, hiking trail maps, and related material available for distribution. You should become aware of interpretive activities at your work unit. If you work at one of the facilities that have an interpreter or explorer guide you should become familiar with their programs and activities. We all need to be a part of the effort to professionally provide visitors information about our facilities and be ready to provide assistance whenever we can. REFERENCE: State Park Interpretive Program #8.8 B. PROGRAM INITIATIVES 1. MICHIGAN ACTIVITY PASS: (Formerly Park and Read) Library card holders “check-out” a free one day pass into one state park. This year, Park & Read is merging with the Michigan Activity Pass program (MAP program). The Michigan Activity Pass has been in place as long as Park & Read - six years. It offers free or discounted passes into more than 100 historic and cultural destinations in Michigan, including the Detroit Institute of Arts, the Henry Ford Museum and more. The two programs have the same mission and use the same channel to reach our potential visitors (libraries), so it made sense to merge the two programs. These passes are good for one day and cannot be used in campgrounds or for group events such as weddings. 2. STEPPING STONES: an urban outreach program in the Metro Detroit Area teaching kids about fishing, archery and camping through hands-on experiences in our parks. While there are Stepping Stones programs in other areas of the state, this year, we piloting the idea of free passes for the Metro Detroit participants to encourage them to come back again with their families. 500 passes will be distributed. 3. REC 101 and 202: Hands-on, introductory experiences 4. SHOE YEAR’S HIKES: Beginning of the year hike
5. INTERNATIONAL DARK SKY WEEK : Celebrate the night sky
6. MICHIGAN BOATING WEEK: Celebrates all things boating
7. NATIONAL MARINA DAY: Open houses at marinas
8. METEORS & S’MORES: The Perseid Meteor shower
9. HEALTHY HUNTER WALKING PROGRAM: An 8 or 12 week walking promotion in parks and on trails to encourage hunters to get fit for the rigors of hunting 10. MICHIGAN TRAILS WEEK : Raise awareness of trails and events 11. HARVESTS & HAUNTS: Annual fall camping events with more than 75 events taking place statewide 12. Park events and programs are listed at: http://www.michigan.gov/dnr 10
C. VOLUNTEER PROGRAMS TARGET OUTCOME: Employees will be aware of volunteer opportunities, and will understand the role of volunteer campground hosts. The Volunteer Program’s mission is to encourage, provide, and support the opportunity for groups and individuals to contribute services and resources to the Parks and Recreation Division of the Michigan DNR. Programs include:
1. GENERAL ACTIVITIES AND PROGRAMS - Youth group projects, such as Boy Scouts planting trees or individuals picking up litter, trail maintenance, etc.
2. ADOPT-A-PARK PROGRAM - Similar to Adopt-A-Highway. Organizations can adopt a project or a park, recreation area, or boating access site and provide volunteer services. This is a 400-hour agreement that extends for two years.
3. SPECIAL VOLUNTEER DAYS - Sometimes volunteers participate in a special project like cleaning the beach, or cleaning a river or stream.
D. CAMPGROUND HOST PROGRAM Campground Hosts stay in campgrounds as campers. They help other campers with answers to their questions. Some hosts will create special events for campers to enjoy. Most employees will probably become involved with the Campground Host Program, since the hosts live in our campgrounds for a four-week minimum stay and interact with staff and campers on a daily basis. Campground Hosts are among the strongest supporters of the Michigan State Park system you will ever find. They also usually have decades of camping experience. Campground Hosts are expected to assume three primary roles: 1. Be model campers and abide by all policies, procedures, and rules. 2. As extended staff members, receive the appropriate training and be part of the information network of staff. 3. Provide programs and services to campers/visitors and assistance to staff. The goal is to place at least one campground host in every state park or recreation area with campgrounds. When visitors ask how they can become Campground Hosts, please give them the following information: Minimum Requirements: 1. Must be at least 18 years old. 2. Must serve a minimum period of four (4) consecutive weeks. 3. Must provide services five (5) days of the week (at least 30 hours), including weekends and holidays. 4. Applications will be accepted from individuals and a team; e.g., siblings, couples, friends.
Application: Applications are available at all site offices, or by calling Steve Brock, at (734) 475- 8307. Completed applications should be returned directly to the location(s) of their choice. 11
Host Campers and Volunteers are prohibited from performing any of the following: 1. Law enforcement duties. 2. Handling of monies. 3. Driving state-owned cars or trucks. If a visitor asks you how they can help, please tell them about our Volunteer Programs. REFERENCE: Campground Host/Volunteer Program #6.7 Adopt-A-Park #6.14
E. STEWARDSHIP PROGRAM TARGET OUTCOME: Employee will understand the function of Stewardship as related to the job of a STW. Employees within Parks and Recreation Division perform numerous and diverse job duties. As a STW, you represent the group of employees who carry out the widest range of responsibilities. However, within this diverse group of more than 2,500 Department employees, there is one important, universal job function all of us share - rangers, supervisors, managers, and Lansing staff -…. protection and stewardship of the resources. The mission of the Division….to acquire, protect, and preserve the natural and cultural features of Michigan.....compel us to be stewards of the land in our trust. The natural and man-made treasures that led to the establishment of each of our parks, recreation areas, and boating sites deserve our utmost attention. Resource protection and preservation are inherent responsibilities within your job function, whether your duties involve law enforcement, maintenance, or campground supervision. Being a good steward means being a good caretaker and concerned employee. It may involve picking up a piece of litter, keeping mountain bikes on designated trails, eradicating a non-native plant from a sand dune, or simply planting a tree. The stewardship of these areas is the shared responsibility of all Parks and Recreation Division employees. Each state park, recreation area, and boating access site has a unique combination of natural and cultural features. These special resources can only be protected and maintained if all employees are aware of them and the threats they face. STWs should familiarize themselves with the resource issues and needs of their specific location. Stewardship roles are resource based. It is important each employee understand what must be done to prevent the damage and destruction of natural and cultural resources at your specific facilities. Here are a few examples of what is meant by stewardship: 1. Wilderness State Park - Keeping dogs off the beach and on the required six foot leash may prevent the disturbance or possible injury of nesting piping plovers; a federally listed endangered species. 2. Planting of native plants for landscaping will reduce the chance that non-native plants will invade the park or recreation area, in addition to presenting a professional, environmentally-mentally astute image. 3. Fort Wilkins State Park - Keeping metal detectors out of sensitive areas will preserve the cultural integrity of the area.
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Stewardship, or protection and preservation of our state parks, recreation area, and boating sites’ natural and cultural resources, are the shared responsibility of all Division employees. REFERENCE: Park Policy and Procedure Manual Use of Metal Detectors #8.18 F. MICHIGAN CIVILIAN CONSERVATION CORPS PROGRAM The Michigan Civilian Conservation Corps (MCCC) was established with the dual purpose of accomplishing natural resources work and providing 18-25 year old employees with work and training experience to help them enter the work force. The program is based on the original depression era Civilian Conservation Corps and is part of Parks and Recreation Division. All Corps members, crew leaders, and permanent staff are Parks and Recreation Division employees. Most Corps members travel to the various units to complete projects. These projects have been submitted by the Unit Supervisor/Manager and are usually projects the regular unit staff does not have the time or the resources to complete. The MCCC program is also part of the Federal AmeriCorps. This partnership updates the vision of MCCC to view the work accomplished by Corps members as service to the citizens of Michigan. Corps members who fulfill MCCC and AmeriCorps requirements are eligible for AmeriCorps Education Awards. REFERENCE: MCCC Administrative Handbook MCCC Corps Member Handbook IV. Employment Partnerships Summer Youth Employment Initiative: Joint effort of the Department of Natural Resources (DNR) and the Michigan Economic Development Corporation (MEDC). Brings inner-city youths to state parks to work on park projects and experience the outdoors lifestyle. Gets them ready for work and exposes them to career opportunities. V. Inmate Work Crews Some facilities utilize a resident labor crew on a full or part-time basis. The Michigan Department of Corrections or Department of Human Services supply food, lodging, and supervision for the residents. The residents are paid a minimal amount for their services. The objectives of the program are to provide an economical source of labor for public service projects while instilling good work habits in a healthy out-of-door locale for the residents. While the program has been surprisingly free of incidents, there are restrictions on our activities where these crews are involved. The most important are as follows: A. Never leave keys in an unattended vehicle. B. Do not deliver mail or messages to or from crew members. C. Maintain a civil relationship, but do not initiate conversations or become overly friendly with the crew. D. Never do favors for or accept gifts or gratuities from crew members. E. Do not give crew members anything, including park/recreation area maps.
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VI. FRIENDS GROUPS A. Friends groups are 501(c)3 nonprofit organizations. B. They help provide fundraising, recruit volunteers, lead restoration projects and provide educational programming for the public. C. Currently, less than 50 percent of Michigan state parks have active Friends of the Park groups. VII. FOCUSED INTEREST GROUPS Some facilities have local organizations that assist with specific tasks. (Example: equestrian, trail riders or snowmobile groups assisting with trail maintenance) Others are very informal groups that gather for a common cause such as cleanup days or invasive species control.
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EMPLOYEE TIME AND ATTENDANCE TARGET OUTCOME: Employees will receive basic information regarding time and attendance reporting and will know how to complete a bi-weekly time and attendance report along with a daily work report. They will also learn basic union and supplemental employment information.
I. TIME AND ATTENDANCE The state payroll system operates on a two-week, 14-day, pay period. The employee completes a time and attendance report form (R1216E) along with a daily work report (R3011E) and gives to their supervisor for approval. After the supervisor reviews and approves the time, the administrative support enters the time into the State of Michigan DCDS payroll system. The first paycheck will be received approximately one month from the date when the employee begins working for the state, as each paycheck reflects the hours worked in the previous two weeks.
It is the employee’s responsibility to have the time and attendance report form completed accurately on a daily basis to ensure proper processing. Inaccurate or incomplete time and attendance report forms will result in inaccurate and/or no paychecks.
It is strongly recommended that paychecks be direct deposited but may be mailed to your home. It takes approximately 2 pay periods for direct deposit to go into effect. Paychecks mailed to your home cannot be cashed until the date on the check and may not arrive until several days after the pay date. Pay days are the 2nd Thursday of the pay period.
II. TIME & ATTENDANCE INSTRUCTIONS A. Holiday Time is paid at regular and/or shift differential hours depending on the shift the employee worked. STWs are not eligible to receive holiday pay. B. Overtime is paid at time and one half in excess of 8 hours per day or 40 hours per week. Overtime must be approved and explained in the comments section of your timesheet. C. Shift Differential shall be paid for each shift wherein 50% or more of the regularly scheduled shift falls between the hours of 4:00 p.m. and 5:00 a.m. Example: Scheduled to work 2:00 p.m. - 10:30 p.m., the employee enters 8 hours on time sheet for Shift Differential. D. Sick/Vacation time is NOT granted to STWs; if the employee is sick or needs a day off from the scheduled work shift, the employee enters zero hours (0) for that day. E. Completion of the time sheet and daily work report is the employee’s responsibility. The employee is responsible to submit the time sheet and work report to the supervisor on the last day worked of the pay period. All pay periods end every other Saturday, i.e., if the last work day is Thursday and the employee is not scheduled to work on Friday and Saturday, the time sheet and work report must be submitted at the end of employee’s shift on Thursday.
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F. Payroll Statements - Payroll statements may be viewed and printed from the MI HR Gateway Self Service web page at www.michigan.gov/selfserv. A log-in window will open and request a user name and password. Log-in cannot be accomplished on this web site without a user ID and password. All state workers receive a password within 3 weeks of hire date. Employee’s user name is a lower case “h” followed by the 6- or 7-digit employee ID number. Employees may contact MI HR Service Center at 1-877-766-6447 to activate payroll transfers. The Self-Serve web site has links to Employment Info, Rules and Regulations, Training and Development, Employee Benefits, Career Help, Password Help and Contact Information. If an employee experiences difficulty accessing employee information on the MI HR Self Service web page, contact the supervisor for assistance.
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III. DNR WEB SITES - INTRANET AND INTERNET The DNR’s internal web site for employees only (intranet) may be accessed at http://inside.michigan.gov/dnr. Network access is required to navigate throughout the intranet site. If an employee is a permanent classified employee and cannot access the intranet, the employee must contact their supervisor. The DNR’s internet web site may be accessed at http://www.michigan.gov/dnr.
IV. WORK SCHEDULES Work schedules are defined as an employee’s assigned hours, day of the week, days off, and shift rotation. Schedules correspond to each 2 week pay period and will be posted at your location two weeks prior to the start of the pay period. The employee must initial the schedule after review. Requests for changes in the work schedule must be made in writing and submitted, in advance, to the supervisor for consideration. Supervisor can change schedules up to 96 hours prior to the start of the pay period. Requests for annual leave and/or schedule modifications require prior approval by the unit supervisor/manager. Time off is not guaranteed so make sure to plan accordingly.
Employees must be ready to commence work at the time posted on the schedule. Tardiness will not be tolerated and may be handled as a corrective action/disciplinary matter. When circumstances such as illness cause an employee to be late or unable to work an assigned shift, the employee must call the supervisor as soon as possible - preferably, prior to the beginning of your scheduled shift.
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V. WAGES AND BENEFITS All SW 04s/STWs may be hired to work a maximum of 1040 hours per calendar year depending on union contract. An employee is eligible for overtime at time and one-half for work in excess of 40 hours in a week. STWs do not accrue sick or annual leave. All holiday time worked is paid at straight time. A shift premium of 5 percent above straight time rates shall be paid to an employee for each shift when 50 percent or more of their regularly scheduled shift falls between the hours of 4:00 p.m. and 5:00 a.m.
Non-career STWs are not eligible for insurance benefits. Career Seasonal Rangers are eligible for various benefits in accordance with Civil Service Rules and Regulations.
VI. UNIONS Your job classification has been assigned to a bargaining unit by the Michigan Civil Service Commission. These bargain units are affiliated with a specific union who acts as the exclusive representative. Bargaining units and the unions representing them are listed below. If you have questions, please feel free to contact the union directly. Presentations of the MSEA union could range from 30 minutes for 1-2 employees to 45 minutes for 3 or more employees. UAW presentations could range from 45 minutes for 1-2 employees and 1 hour for 3 or more employees.
Union Contact info Website Example
MSEA 800-228-5901 www.msea.org Rangers and most STWS
UAW 800-243-1985 www.uawlocal6000.org Admin Staff/Explorer Guides
AFSCME 800-237-2632 www.laborweb.afscme.org RAM Center
VII. SUPPLEMENTAL EMPLOYMENT If you will be working another job while working for the DNR you are required to fill out a Supplemental Employment Request Form (R 7510). This form is used to inform us of your duties at your other employment and states that your other job will not interfere with your job working for the DNR.
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FEE COLLECTION RECREATION PASSPORT TARGET OUTCOME: To give new employees a brief overview of Recreation Passport’s. More detailed instruction will be given to those workers who need it in order to function properly in the sales and reporting of Recreation Passport’s.
On October 1, 2010, the Recreation Passport (Passport) replaced the Motor Vehicle Permit (or “State Park Sticker,” as it was called by most visitors) for access into state parks and recreation areas. The Passport also replaced the Motor Vehicle Permit required for state-administered Boating Access Sites (also known as the “Boat Launch Permit”).
Every Michigan motorist has the opportunity to get a Passport when they register or renew their vehicle registration with the Secretary of State. The cost for the Passport is $12 per vehicle and $6 for motorcycles. Checking "YES" on the vehicle registration renewal form will give access to all Michigan State Parks and Recreation Areas and State Forest Campgrounds, as well as helping to preserve and protect:
• 145 state forest campgrounds. • Nearly 1,000 miles of trails. • More than 1,000 boat launches. • Historic and cultural sites in state parks. • Parks in the resident own community, as the Passport establishes a grant fund for community recreation agencies to apply for development grants. Passports are valid for the same duration as a vehicle registration. For questions about the Passport, or if an employee has a customer with a question, call the Parks and Recreation Division Office at 517-284-7275. Hours are 8 a.m. to 5 p.m. M-F
I. VEHICLES REQUIRING PASSPORTS FOR ENTRY A. Just as each vehicle must have a valid registration to operate on state highways, each vehicle entering a state park, recreation area, forest campground, or designated boating access site must have a Passport. The Passport does not guarantee that all facilities will be available; the Passport allows only for lawful entry to the property, only if facilities are not full or closed (e.g., construction, seasonal availability, etc.).
Note for Trailered Vehicles: Towed, trailered, or carried vehicle does not require a recreation passport as long as it is NOT used. As soon as it is driven (operated), it must display a valid recreation passport. Please refer to Parks and Recreation Policy #8.10 Recreation Passports.
B. Exceptions to the Passport include emergency vehicles, state park and recreation area vendors, service vehicles, construction personnel, campground hosts and volunteers. Parks and Recreation Division employees or vendor employees are not required to have a Passport to enter the park for work; however, to use the park for pleasure requires a Passport on the vehicle.
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C. Legislators: If a state legislator arrives at a state park or recreation area, an employee shall offer immediate assistance. Do not challenge or ask for identification. Sell the legislator a Passport only upon the legislator’s request. Should a legislator enter the park, inform the supervisor at once.
II. MICHIGAN RESIDENT RECREATION PASSPORT –SECRETARY OF STATE PURCHASED ($12.00) A Passport purchased at the Secretary of State’s office will include a “P” on the vehicle’s license plate tab, as well as the words “Recreation Passport” on the registration itself.
III. MICHIGAN RESIDENT RECREATION PASSPORT – PARK PURCHASED ($17.00) Visitors who have already renewed their license plates for 2020, but did not purchase a Passport, may still purchase it at the park. A park-purchased Passport shall be valid until the expiration date of the vehicle registration.
Park-purchased Passports should be affixed to a vehicle’s windshield in the lower right-hand corner. Passports for motorcycles, scooters, and other vehicles of this type may be affixed anywhere on the vehicle, provided they can be easily inspected. The Passport must be permanently affixed and may be wrapped around the chrome handlebar, front fork, or other visible area.
A park-purchased Passport may be exchanged if it is defective, falling off the windshield, buckled due to heat or cold, or affixed to a windshield that was replaced. To receive a replacement Passport, the defective Passport must be returned in any condition, even if it is in many pieces. The returned Passport will be kept and turned in at checkout. Refer to the Camis Manual for instructions on voiding permits. Any questions about lost vehicle registration tabs should be forwarded to the Secretary of State Office.
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IV. CONVENIENCE FEE Beginning Jan 1, 2018, Michigan Resident Annual Recreation Passports sold at parks include a $5 convenience fee (exception Belle Isle and ORV Passports-SLSP). Sale item fees in CAMIS include the $5 within the sale price of each passport:
➢ Vehicles - $17 (Passport $12 + Convenience Fee $5) ➢ Motorcycle - $11 (Passport $6 + Convenience Fee $5)
There are exemptions to the Convenience Fee: Non-annually Renewed Plates will not have to pay the Convenience Fee when purchasing their MI Resident Rec Passport at the State Parks/BAS Sites/Harbors, as they are not eligible to purchase their RP annually through the SOS. These plate types include:
• Historical/authentic vehicles • Street legal moped • Tribal government plates • School buses • Dealer plates • Temporary plates • Manufacture plates • Non-profit Organization plate (Y plates) • Municipal plate
V. NON-RESIDENT RECREATION PASSPORT ($34.00 EACH) A non-resident Passport will be sold to anyone entering a Michigan State Park in a vehicle with a license plate OTHER than Michigan. A non-resident Passport will be exchanged if it is defective, falling off the windshield, buckled due to heat or cold or affixed to a windshield that had to be replaced. A defective Passport must be turned in, even if it is in many pieces to receive a replacement. The exchanged Passport will be kept and turned in at checkout. Please refer to Camis Manual for voiding permits.
A non-resident Passport is valid for the calendar year in any Michigan State Park, Recreation Area, State Forest Campground and designated Boating Access Sites.
State law requires that the non-resident Passport be permanently affixed to the inside lower right corner of the windshield (passenger side).
Non-resident Passports for motorcycles, scooters and other vehicles of this type may be affixed anywhere on the vehicle where easily inspected. The Passport must be permanently affixed and may be wrapped around the chrome handlebar, front fork, or other visible area.
VI. RESIDENT DAILY PERMITS (NO LONGER AVAILABLE) With the introduction of the Passport, a resident daily permit no longer exists. However, should a customer become upset about the loss of a daily fee for Michigan residents, here are a few talking points to educate them on the benefits of the Passport:
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A. The annual motor vehicle permit was $24 per year. Now, residents can get into all state parks, recreation areas, state forest campgrounds, and designated boating access sites for just $12 for the year at Secretary of State or $17 when purchased at the park. B. This $12 or $17 also includes the boating permit, which was another $24 for the year, so that’s an additional savings. C. $12 or $17 is less than the cost of two people going to a matinee movie – and this is good for an entire year! D. The Passport also helps fund state forest campgrounds and non-motorized trails and pathways, plus establishes a grant fund for community recreation agencies. VII. NON-RESIDENT DAILY PASSPORT ($9.00 EACH) A non-resident daily Passport will be sold to anyone entering a Michigan State Park, Recreation Area, or certain Boating Access Sites in a vehicle with a license plate OTHER than Michigan. A non-resident daily Passport is good for one day – the date of issue only.
The non-resident daily Passport must be affixed to the inside of the lower right corner of the windshield (passenger side). The non-resident daily Passport may be carried on the person riding a motorcycle, scooter or similar vehicle because of the inability to secure them permanently. These Passports are valid in all State Parks and Recreation Areas only for the date placed on the face of the Passport.
Campers who choose to purchase a non-resident daily Passport will be sold only one permit for each night that they camp. Example: A camper arrives on Friday (July 24) and registers to camp Friday night. One non-resident daily Passport will be sold. It will be dated for Saturday (July 25). The non-resident daily Passport will be honored anywhere in the park or recreation area where the camper is registered on Friday. On Saturday (July 25) the non-resident daily Passport will be honored in any park or recreation area all day. It does not expire at 1:00 p.m. like the camping permit does. One non-resident daily Passport will be sold for each additional day the camper spends in the park or recreation area.
VIII. TOWED VEHICLE DUPLICATE PASSPORT (NON-RESIDENTS ONLY) $7.00 FOR THE DURATION OF EACH CAMPING STAY
A towed vehicle Passport will be sold at the time of arrival only and will be valid for the duration of the camping stay. Should the camping stay be extended, the camper must surrender their towed vehicle Passport so that it can be turned in as a void, and a new towed vehicle Passport marked for the new expiration date is given at no additional cost to the customer. Note this provision does not apply to resident towed vehicles. Michigan residents must purchase a Recreation Passport for their towed vehicle.
IX. COMMERCIAL MOTOR COACH/VAN PASSPORTS ($17.00 EACH) Commercial motor coaches (buses), or vans with a capacity of over 12 passengers must purchase a daily commercial coach Passport. Such vehicles do not qualify for
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the annual or daily Passport. The daily commercial coach Passport applies to a chartered or rented bus. The commercial Passport must be purchased for the vehicle.
Vehicles leased or owned by public or non-profit agencies that transport people as a public service require a standard Passport. Examples of entities in this category include municipalities, counties, schools, churches, scouting, colleges and social services groups.
Example: If a public school group enters the park or recreation area in a public school bus, a standard Passport (not a commercial Passport) is required. If the school group enters in a commercial motor coach, a commercial daily Passport is required.
X. THESE GOODS ARE GOOD FOR MICHIGAN These Goods are Good for Michigan is a partnership program that recognizes businesses or services that support state parks, trails, and boating through revenue sharing, in-kind or other financial contributions. Learn more about our latest partnerships at goods4mi.com
XI. OFFICIAL BUSINESS PERMITS Official business permits are ONLY authorized by the Parks and Recreation Division Chief, and issued from the Lansing Office. Official business permits may be issued to DNR Executives, members of a DNR board or commission, or other state officials, as authorized by the Parks and Recreation Division Chief, on an annual basis. Employees shall allow entry at no charge to a vehicle displaying a current (must be current year) official business permit during normal state hours of operation. Official business permits shall not be used for personal business (e.g., camping). If an unmarked vehicle enters a state park or recreation area and the visitor states the visit is for official state business, the employee shall direct the visitor to the park headquarters to obtain clearance from the unit supervisor for the duration of the visitor’s business in the park or recreation area.
Generally, Department vehicles, law enforcement trucks/cars, fire trucks, ambulances, service vehicles (Detroit Edison, Consumers Power, etc.) or vendors (Pepsi-Cola, bakery) which are easily identifiable by design or decal, will not be required to have a Passport or an official business permit when on official business in the park or recreation area.
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XII. PARK AND RECREATION CAMPER VEHICLE PASSES At some times of the year or at certain campground locations, the park supervisor/manager may feel it necessary to identify camper vehicles from those of visitors in the campground. If this identification is desired, the unit will utilize the Park Camper Vehicle Pass” (PR3069-1). The pass should be applied to the upper right corner of the windshield or on the back of the inside rearview mirror. A motorcyclist may place the pass on the back of the mirror or in his/her wallet. The pass should never be placed upon the painted surfaces of a vehicle.
Write the following information in black permanent ink on each pass:
A. The expiration date. B. The license number of the registered vehicle. Issue a pass to each vehicle registered on a lot. C. The campsite number. D. Where needed, the park or recreation area identification number may be added to the camper pass. This will identify that this particular vehicle is camped in your campground. The decision to use the park or recreation area identification number will be made by the supervisor. XIII. PRIORITY SLIPS When the campground is full, some facilities issue priority slips. Check with a supervisor. If your location uses them, he/she will advise you on the procedure.
XIV. PARK AND RECREATION SELF-REGISTRATION PASSPORT SYSTEM The Self-Registration Envelope System is available to allow visitors who have had the opportunity to obtain a Passport but chose not to participate at their time of the vehicle registration renewal and would now like to use a facility when staff is not available.
If a visitor has not taken advantage of the opportunity to obtain a permit through the self-registration system, the visitor may be issued a Violation Notice. This notice can be voided by purchasing a Passport.
Upon entering a facility where the self-registration system is in use, the employee should first go to the self-registration stations. All envelopes should be removed from the deposit boxes and pipes. Without opening the envelopes, the employee should look into the envelope inspection hole to verify that the envelope does contain money. Without payment the envelope is not valid.
The employee should then patrol the facility and check for vehicles without valid Passports. If an unattended vehicle and/or camp is found that is not displaying a “valid Passport” or valid self-registration receipt, a Self-Registration Envelope (PR 3030-1) should be left at a highly visible location on the vehicle or camp.
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Violation Notices (PR3025) should not be issued in a day use unit unless a self- registration station is available at the unit or unless an employee will be obviously available in the unit to redeem the notices for a period after they are written.
XV. REPORTING FUNDS RECEIVED IN SELF-REGISTRATION ENVELOPES Envelopes should be opened with at least two employees present so that the contents of the envelopes can be verified. If payment has been received for a Passport, the envelope should be returned to the headquarters as soon as possible so a Recreation Passport can be mailed to the visitor in a timely manner. Camper permits should be attached to the self-registration envelope and filed for audit.
XVI. VIOLATION NOTICES The name of the park or recreation area must always be visible on a Violation Notice. Failure to indicate the name of the park or recreation area on the Violation Notice often results in the payment being sent to the wrong DNR office.
If a visitor fails to obtain a Passport through the self-registration process, a Violation Notice (PR3025) shall be written and placed on the vehicle or camping unit. (Distribution: Employee retains original; copy on vehicle/camping unit of violating visitor.)
A Violation Notice is not meant to be in lieu of the direct sale of a Passport to visitors by employees or providing the opportunity for visitors to use the self-registration system. A Violation Notice or Appearance Ticket shall be issued only after the above methods have failed to gain compliance from a visitor.
An employee who may issue a Violation Notice shall also carry a small supply of Passports and camp permits. If an employee comes into contact with a visitor, a Passport should always be sold rather than a Violation Notice issued.
XVII. REDEEMING VIOLATION NOTICES If a Passport or camping permit is issued as a result of receiving a Violation Notice, the date or dates which appear on the Violation Notice should be entered on the Passport or permit, not the current date. A person may void the Violation Notice by doing any one of the following:
A. Placing the Violation Notice, along with payment, into a Self-Registration Envelope and inserting it into the depository at a self-registration station. B. Presenting the Violation Notice at a public contact station at the park or recreation area, or mailing it to the facility headquarters with the appropriate payment. A Violation Notice is then canceled and a Passport given or mailed to the visitor. Passports and camper permits should be attached to the Violation Notice and filed for audit. C. If the Violation Notice, with payment, is presented or mailed to a different park or recreation area than the one where the Violation Notice was issued, it shall be accepted. Passports shall be sent to the visitor. Passports and camper permits should be attached to the Violation Notice and filed for audit. The type of Passport or permit issued and the serial number of the permit must be written on the
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Violation Notice. The Violation Notice is to be PROMPTLY returned to the issuing park or recreation area.
XVIII. BOATING ACCESS SITES REQUIRING A USE FEE TARGET OUTCOME: Employees will learn some basic facts concerning the permits which are sold at some Boat Launch Access sites administered by Recreation Division. Although most of these user-fee facilities are clustered along the shores of the Great Lakes and inland lakes within the Lower Peninsula of Michigan, the public may ask questions about this program at any Division facility. The information below will answer the most frequently asked questions.
Boating Access Sites (BAS) located outside of state parks and recreation areas have separate funding sources and are maintained through special taxes, such as the marine fuel tax, and boat registration fees. For the purposes of on-site control of vehicle/trailer use parking availability (available on-site parking), and public safety; BAS user fee sites were established. However, these fees have been replaced by the Recreation Passport, making it an even better deal for boaters! Sales of Passports at Boating Access Sites follow the same process as those purchased in a park. XIX. HARBOR & LOCK FEES Transient and seasonal fees for Michigan State Harbors and the fees for the Alanson and Cheboygan Locks are approved by the Department on an annual basis, under advisement from the Michigan State Waterways Commission. The rates may change in a given year, so contact the Lansing Office for details. For further details on harbor fees, please refer to PRD Policy 9.1 Harbor Slip Management.
XX. PERMIT AND MONEY ACCOUNTABILITY A. Change Fund The change fund is money advanced to the employee for the EXCLUSIVE use of making change to the public in the sale of Passports and camper permits. Whenever money is assigned, it is entered into Camis & recorded on the Serialized Operator Stock Assignment. Change funds and other state money cannot be used for personal use.
NOTE: Change funds and other state money CANNOT be used for personal use. Passports and revenue should NOT be taken home or into personal possession. Staff should NEVER take/make loans OF ANY KIND out of their cashbox or wallet (or anyone else’s). To engage in any form of the prohibited activities described above is considered a violation of DNR policies and Work Rules and may be cause for discipline, up to and including dismissal from State service.
B. Serialized Operator Stock Assignment Passports are assigned to employee and a serialized operator stock assignment report is printed. Both the employee receiving the passports and employee assigning the passports shall sign the report, each getting a signed copy and the office report is filed until check-out is processed.
At shift off, if the employee is over (+) or under (-) the original amount assigned, the employee has made an error. Re-check the figures and, if they are still the same, a 27
Report of Overage or Shortage (R1020) must be completed. Obtain this form from the person who is assisting with the check-out. Repeated errors may result in discharge.
C. Recreation Passports or Other Cost Items returned at Check-out The number and value of unused, void, and sold Passports are entered in this section, as well as the total dollar value of all permits sold. The employee’s change fund will also be verified.
The revenues from the sale of Passports are used to buy land, make park improvements, and operate the facilities, so it is very important that all possible revenues are collected by proper enforcement of the law.
D. Money and Permit Handling The employee is personally responsible for all permits and/or money assigned.
It is the responsibility of every employee handling revenue to sign and date the acknowledgement agreement for training on Parks and Recreation Policy 1.1 – Revenue (including Cash) Handling and Security.
The employee should take care when handling money and Passports. An employee may be tempted to hurry when lines of visitors begin to form, but DON’T. Mistakes happen when we try to rush our work. Concentrate on only one customer at a time. Work as quickly as efficiency will allow, then move on to the next person. You may be bombarded by the telephone ringing and the radio squawking and people asking questions. Don’t get flustered.
To eliminate crowds in the campground office at 8:00 a.m., ask the campers to come in only in numbers that can be appropriately handled at one time.
Don’t give the visitor a permit until payment is received. Also, do not accept money until the permit has been written. Many visitors will try to give their money before an employee has finished writing permits, but don’t take it. A good habit to get into is exchanging the permit for the money on each sale; an employee won’t need to wonder if the customer has paid or not.
Keep the customer’s money separate until the transaction is completed to ensure the correct change is given.
Accept traveler’s checks and personal checks made out to the “State of Michigan.” Make sure the camper endorses it in front of you and provides identification. Initial the back of the check. (See Check Cashing Policy.)
When paid in Canadian money, try to make change in that currency if you have some on hand. Your supervisor will provide you up-to-date information on the exchange rate for Canadian money. Keep loose change to a minimum.
When time and circumstances allow, straighten and bundle your money. This will cut down on errors and speed check-out. 28
You should not allow large sums of money to accumulate in your cash box whether on or off duty. Ask your supervisor for current amounts according to policy.
E. Overages and Shortages
Report all discrepancies to your supervisor immediately Complete a “Report of Overage or Shortage” form whenever you are over or short. The discrepancy must either be in the Passport account, or the camping account – never the change fund.
Give a complete explanation of what happened.
There are blank lines after “Passport” and “CAMPING” on the form. An account number is assigned to the location for the blank after “Passport “. This number can be obtained from the person checking you out. The blank after “CAMPING” is for the “park code” number, also used on the camp permit.
XXI. PCI/CREDIT CARDS As a State of Michigan Employee, you have a responsibility to protect our customer’s credit card information. Credit card security practices and procedures have been consolidated in one online training session which must be reviewed annually by any employee who will accept credit cards.
Online PCI Training Module can be found at:
https://stateofmichigan.sharepoint.com/teams/insidetreasury/about-treasury/work- areas/Documents/CEPAS/Business%20Users/PCI%20Training%20Module%2001.21. 21.ppsx
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PUBLIC CONTACT HOSPITALITY TRAINING Our Hospitality Mission: Develop a workplace environment that promotes creation of fond, memorable Lifelong Memories for our guests. TARGET OUTCOME • Introduce hospitality to every Parks and Recreation Division employee • Identify the customers of the Division and why they are important • Define and understand direct versus indirect communication • Recognize examples of customer service excellence • Practice skills and behaviors necessary for successful customer interactions • Provide employees with the standards and principles of the Service Recovery Process • Develop strategies for dealing with potentially difficult customers in situations common to Division employees • Prove that every Parks and Recreation Division employee has the ability to provide positive lifelong memories for our guests I. WE’RE CREATING LIFELONG MEMORIES… Michigan State Parks and Recreation Areas have been an entertainment destination for families since 1919 when the Michigan State Park commission was formed, providing generations of visitors with fond, lifelong memories. This summer, you will be one of the most important parts of continuing that tradition. Everyone has a role to play in providing excellent customer service. At every level - division, district, park, and individual – every employee of the Parks and Recreation Division has an important job that supports our goal of creating fond lifelong memories for our guests. Working as a team and taking personal responsibility for this goal will cultivate a truly inviting environment for our guests. An important thing to remember is that to serve the EXTERNAL customer (public), you must first serve the INTERNAL customer (staff). That’s why it is important to understand how each level of the organization can support the next, and to always ask yourself, “What can I do in my job to help create lifelong memories for our guests?” A. Division Staff The role of Division staff is to support field staff and foster a culture that can deliver excellence in customer service. This includes: 1. Developing training programs 2. Providing information and materials for continued success (e-toolkit) 3. Responding quickly and effectively to field requests 4. Reviewing reports from the field to make adjustments to policies, training curriculum, marketing materials, etc. 5. Providing marketing and administrative support so field staff can focus efforts on serving the public
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B. District Staff District Supervisors, District Planners, and other staff who support specific districts work hard to meet the needs of field staff, so you can best serve your customers. They have the important role of providing support and resources to help you do your best job and also have the responsibility for recognizing when you do! C. Park & Recreation Staff This is you! YOU are the face of Michigan State Parks and Recreation Areas. How YOU are perceived by our guests will be the impression they have of our organization, which is what makes YOU the most important person in the customer service and hospitality effort. Your efforts, actions and abilities are what will determine the memories our guests leave with, so you should always be asking yourself, “What can I do to WOW our customers?” You were hired because we believe you have what it takes to fulfill our mission. The following pages contain information and ideas to help you complete the mission. The next few pages provide a guideline for what you can do to provide excellent customer service. Keep in mind that “customer service” is more than just saying hello and thank you. For that reason, this manual is split in two parts: direct communication and indirect communication. Good luck this summer and thank you! II. DIRECT COMMUNICATION Every time you interact with a guest, you are helping to shape their opinion of Michigan State Parks and Recreation Areas. That’s why every interaction you have has the potential to make a big impact. Remember, as an employee you are part of a team. Who you are and what you do really does count! Below are 10 expectations for direct communication. Keep these top-of-mind and you will easily provide excellent customer service! A. Expectations for Direct Communication 1. The 10-foot Rule - Greet visitors promptly. Whenever you are within 10 feet of a visitor, make eye contact, smile, say hello and ask an open-ended question. If they look like they need something, ask if you can help, or just ask if they are having a great day. Remember, expressing interest in their day conveys that you care, and can help uncover problems that you may not otherwise know exist. 2. Give everyone your undivided attention - Being a good listener will help you understand what your customer is seeking. 3. Stay calm and collected - We are in the business of fun! There should never be a reason to engage in a shouting match with a guest. Discuss matters in a normal voice. Don’t shout. Speak clearly so people understand you. 4. Be objective - Get the facts by asking questions so you fully understand a situation before you decide what to do. 5. It’s okay to say, "I don't know." - No one knows everything! If you get a question you can’t answer, simply say “I don’t know, but let me find out and get back to you.” Help find the answer and be sure to get back to the visitor with an answer. Know when to A.S.K. 6. Follow through - This is a key principle in this training. When a guest has a concern or question, they want to know someone is there to help. If you are 31
asked a question or if a concern is brought to your attention, it is now your job to make sure a resolution is found. You may need other people to assist, but in the end, it is your job to make sure the customer is happy. 7. Use tact in refusing requests you cannot grant. - Never say "I can't do it." Explain why then seek and suggest an alternate course, if possible. 8. Do not criticize the operations in public - This only confuses the public and serves no constructive purpose. Our guests are here to have fun – they don’t want to know about “the man behind the curtain.” More often than not, the person listening to you loses confidence in you as an employee and leaves with a tainted image of the organization. If you have suggestions for improvement, tell your supervisor or lead ranger. It’s always better to be part of the solution than part of the problem. 9. Accept public complaints and criticism constructively - Don’t be defensive. Try to understand and help with the problem or explain the rule to the best of your ability. Enlist the help of your supervisor if the guest is still unhappy but remember to follow through. Rules have to be followed and at times you must be firm. Remember that 9 times out of 10 the guest is mad at the situation not you. DON’T TAKE IT PERSONALLY! 10. Cultural awareness - When interacting with persons from a culture different from your own, do not assume your way of handling a situation is the same for the other culture. For example, in most cultures, elders are highly respected. It may mean you approach the elder member of a group first and ask who the site is registered to, who the pet belongs to, etc. If you are unsure of how to handle a situation, don’t be afraid to ask your supervisor for help. The Department’s Human Resource Division can provide additional training opportunities and information. Should you receive a complaint from a member of the public for discriminatory treatment, refer them to your supervisor. B. Listening - What’s the Point of Listening? 1. You won’t have to ask a guest to repeat information 2. You will fully understand your guests’ expectations or needs 3. You will get pertinent information to help you find solutions for and with your guest 4. You will be letting your guest know you care 10 Tips for Listening 1. Get ready to listen 2. Hear the entire message 3. Ask questions when necessary 4. Let the guest know you are listening 5. Don’t interrupt 6. Avoid daydreaming 7. Give appropriate feedback 8. Give the guest a specific time when they can expect an answer
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9. Control your emotional “hot buttons” 10. Don’t deny what the guest is feeling and be their ally C. Job Knowledge You will be asked questions every day. It is important all park employees have a working knowledge of the park and surrounding area to answer these kinds of questions. The longer you are in your job, the easier it will be. In the meantime, the most important thing to know is when to A.S.K. Answer the guest’s question only if you know for sure. If not Say “I’m sorry I don’t have that information, but I can find the answer and get back to you.” Then Keep at it until you have the answer, and relay that information to the guest. D. Written Communication Many messages are conveyed in our parks and recreation areas though signs, posters and other written communications. These contact points also directly communicate messages to our customers, so what they say is just as important as what you do. • All forms of written communications and signage should be written in a professional and courteous manner. • All messages should be checked for spelling and grammar. Handwritten messages should be clear and easy to read. • Pre-designed signage is available for use within your unit from your supervisor. This eToolkit makes it easy - simply find the sign you need and print. This helps keep our messages consistent throughout the State and saves you time. III. INDIRECT COMMUNICATIONS It’s not what you say, it’s how you say it… In addition to what you say to your guests, you will be sending messages in a variety of ways. This section is designed to help you see all the different ways to communicate with your peers and guests, so you can be sure they understand what you’re saying. Expectations for indirect communication A. Be available 1. You should not be listening to music with ear buds, playing with your phone, taking personal calls on your phone, etc., they are not approved in the work place. This is discourteous and unacceptable. If personal electronic equipment is used during the employee’s own time (lunch), it will be out of sight of the park guests. B. Perception is Reality 1. Think about how things look. Everyone watches what you do on and off duty. If five employees are all gathered in an area laughing and leaning, what would a customer think? Even if you are all on break or a shift change, perception is reality, and they could feel the park is overstaffed. That is the
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last thing we want them to think when they are being asked to spend $11 on the Recreation Passport. 2. Also, keep in mind what is in view. For example, camper personal information, confiscated beer, or your personal items can all create an impression which may or may not be accurate. C. Pay attention to your body language, tone of voice, and attitude Body Language Understanding body language is a talent that can increase your successes in guest interactions. This business and social skill will allow you to better communicate and interact with the people in your life. You can recognize what a person feels and likely thinks by examining subliminal body language. 1. Don’t cross your arms or legs. It might make you seem defensive or guarded. 2. Make eye contact, but don’t stare. If there are several people you are talking to, give them all some eye contact to create a better connection and see if they are listening. Relax your shoulders – When you feel tense it easily winds up as tension in your shoulders. They might move up and forward a bit. Try to relax. Try to loosen up by shaking the shoulders a bit and move them back slightly. 3. Nod when they are talking – nod once in a while to signal that you are listening. 4. Don’t slouch, stand up straight – but in a relaxed way, not in a too tense manner. 5. Lean, but not too much – If you want to show that you are interested in what someone is saying, lean toward the person talking. 6. Smile and laugh – lighten up, don’t take yourself too seriously. Relax a bit, smile and laugh when someone says something funny. People will be a lot more inclined to listen to you if you seem to be a positive person. Smile when you see someone but don’t keep a smile plastered on your face, you’ll seem insincere. 7. Keep your head up - Don’t keep your eyes on the ground, as it might make you seem unsure and a bit lost. Keep your head up straight and your eyes towards the horizon. 8. Don’t fidget – Try to avoid fidgety movements and nervous ticks such as shaking your leg or tapping your fingers against the table rapidly. You’ll seem nervous and fidgeting can be distracting when you try to get something across. 9. Use your hands confidently, do not fidget and scratch your face. Uuse them to communicate what you are trying to say. Control your hands to add weight to a point or describe something. Use your whole hand to indicate direction, pointing can be perceived as aggressive. 10. Let people have their personal space, don’t invade it. 11. When you get along with a person, or when two people make a connection, you will start to mirror each other unconsciously. That means that you mirror the other person’s body language a bit. To make the connection better you can try a bit of proactive mirroring. If he leans forward, you might lean
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forward. If she holds her hands on her thighs, you might do the same. But don’t react instantly and don’t mirror every change in body language. 12. Keep a good attitude. How you feel will come through in your body language and can make a major difference. Tone of Voice Positive customer interaction is about more than mouthing the words customers want to hear. You have to sound believable. How do you sound? Are you convincing? Does sincerity ring from your voice or are you just mouthing clichés in a disinterested fashion? Depending on your tone of voice you can alternately sound: 1. Compassionate or Condescending 2. Confident or Insecure 3. Knowledgeable or Ignorant 4. Attentive or Disinterested 5. Focused or Scattered Attitude As you prepare for work each day, keep in mind that attitude is a choice, and it’s up to you to decide what kind of day you will have. 1. Greet each new task as an opportunity for accomplishment 2. Do whatever it takes to get the job done right 3. Do the best you can every day 4. Set aside personal differences when you work with others 5. Share your knowledge and experience with others 6. Place park goals above personal goals 7. Speak well of the state parks to those outside of it Standards of Personal Appearance and Hygiene The condition of your uniform also sends a message to our guests. If your appearance is sloppy, a visitor could assume that your work ethic is as well. Consider this – the primary complaint from customers is about the condition of our bathrooms. Obviously, clean and tidy is what they expect, so that is what we need to deliver in all aspects of our appearance. For more about the uniform policy, see the Uniform section in this guide. 1. The uniform shirt and personal pants should not be wrinkled, torn, dirty, or frayed when working in the contact station or other non-maintenance capacities. 2. Any clothing with words, terms, or pictures that may be offensive to others is unacceptable. 3. Keep in mind smells can be as offensive as foul language. You should not wear too much perfume or smell strongly of cigarette smoke. The foods you eat, and alcohol can also create a strong odor. Customers should be focused on what you’re saying, not how you smell. 4. The most important part of your uniform is your SMILE! 35
5. Smoking is prohibited in State buildings and in all State-owned vehicles. Do not smoke within 25 feet of a building. Select a location to smoke that is out of view of the public. To clarify – you should NEVER smoke where guests can see you, especially if in uniform. That means no smoking in golf carts, on tractors, or on bikes. No smoking outside of contact stations. No smoking while talking to a guest, even if they are smoking. Appearance of Work Area or Facility Guests visit our parks for relaxation and recreation. In order to provide the memorable experience our guests deserve we must maintain a safe, clean, inviting, and functional work environment. Appearance is the first and last aspect a guest will notice. A guest’s perception of the park can make or break whether or not they are going to come back and a well- maintained work area will also lessen the amount of complaints. Cleanliness is the subject of a majority of customer complaints. When a park looks, feels and smells dirty, guests are discouraged to stay again and could impact their overall opinion of state parks and recreation areas. Remember, a happy customer will tell 2-3 people about their experience, while an unhappy customer will tell 10 or more. You can see how one bad experience can cause great damage to our reputation. Maintaining a healthy, safe work environment for staff and guests will: 1. Create a positive first impression 2. Increase professionalism 3. Increase employee motivation 4. Prevent accidents 5. Prevent spread of illnesses The simple act of picking up after yourself can go a long way. Also, remember that perception is reality and sometimes what’s in view at a work site can be misinterpreted. For example, if you have confiscated beer, don’t leave it visible in a park office, as a guest could make an incorrect assumption about why it is there. IV. GUEST SERVICE RECOVERY PROCESS So, you have an unhappy guest. Now what? Helping recover from a bad experience is as rewarding for you, the employee, as it is for the guest. You just feel better when you successfully communicate with a guest to find a resolution. What do offended guests want? A. What they were promised or expected in the first place B. Some personal attention C. A decent apology What do guests never want? A. To feel they caused the problem (even though they may have). B. To feel they are stupid because they made a mistake. How do you make them happy? A. Acknowledge that the guest is experiencing an inconvenience and apologize for it.
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B. Listen, empathize, and ask open questions. C. Offer a fair fix to the problem. D. Offer some value-added atonement (coupons, discounts, refunds) for the inconvenience or injury in appropriate cases. E. Keep your promises. F. Follow up. A few tips for success… A. It is in our best interest to recover from negative customer experiences B. The employee receiving the complaint should resolve the complaint C. Focus on recovery…NOT FINDING FAULT D. No employee will be reprimanded for making a good faith customer service effort E. Involve the customer in the solution F. Approved actions include Apologies, Coupons/Discounts, Exchanges, Refunds G. We will keep our promises V. 10 POINT BREAKDOWN 1. Know who the boss is. You are in business to serve guest needs, and you can only do that if you know what it is your guests want. When you truly listen to your guest, they let you know what they want and how you can provide good service. Never forget that the guest pays your salary through purchasing the Recreation Passport 2. Be a good listener. Take the time to identify guest needs by asking questions and concentrating on what the guest is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? 3. Identify and anticipate needs. Guests don't buy products or services, they buy good feelings and solutions to problems. Most guest needs are emotional rather than logical. The more you know your guests, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs. 4. Make guests feel important and appreciated. Treat them as individuals. Use their name when appropriate, find ways to compliment and thank them, but be sincere. People value sincerity it creates good feelings and trust. Guests know whether or not you really care about them. 5. Help guests understand your systems. Our parks may have the world's best systems for getting things done, but if guests don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify things. 6. Appreciate the power of "Yes". Always look for ways to help your guests. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make things easier. Always do what you say you are going to do.
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7. Know how to apologize. When something goes wrong, apologize. It's easy and guests like it. The guest may not always be right, but the guest must always win. Deal with problems immediately and let guests know what you have done. Make it simple for guests to complain. Value their complaints; as much as we dislike it, it gives us an opportunity to improve. 8. Give more than expected. Since the future of Michigan State Parks lies in keeping guests happy, think of ways to deliver that lifelong experience. Consider the following: • What can you give guests that they cannot get elsewhere? • What can you give a guest that is totally unexpected? 9. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what guests think and feel about your services. • Listen carefully to what they say. • Check back regularly to see how things are going. • Provide a method that invites constructive criticism, comments and suggestions. 10. Treat coworkers well. Coworkers are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your coworkers with respect and chances are they will have a higher regard for guests.
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RULE COMPLIANCE/PEOPLE CONTROL TARGET OUTCOME: Employee will understand the Division’s philosophy and their individual responsibilities regarding people control. One of the more difficult and challenging parts of our work is helping visitors to comply with park rules. As STWs, most of you will find yourselves in a position of taking some type of rule enforcement action while working during the season. The very nature of our job, which requires dealing with large numbers of people, often in congested areas, dictates this. I. LAW ENFORCEMENT IS RELATED TO OUR MISSION Although the words law enforcement are used, it is important to remember we are not cops and our objective is to gain voluntary compliance. In order to gain compliance, it is essential to have a thorough understanding of the rules and regulations, and most important, the reason behind them. They ensure compliance with the Parks and Recreation Division’s mission of “providing a quality outdoor recreational experience” and “to protect and preserve the natural resources of our state.” II. RULE COMPLIANCE IS IMPORTANT Rule compliance is everyone’s job. If you observe someone doing something in violation of a Parks and Recreation Division rule, then you, as a STW, should take the appropriate action to correct the behavior. Don’t overlook a violation or assume the next Ranger going by will take care of it. Ignoring improper behavior is the same as condoning a violation; inconsistent compliance will leave park visitors with the assumption their behavior is acceptable, thus placing the next Ranger in a difficult position. III. BE COURTEOUS Always be polite when dealing with the public, including enforcement situations. A good approach and introduction will make an impression. Sometimes visitors don’t know the rules and need to be educated about the rule and the reason behind it. If at all possible, suggest alternatives to visitors, rather than simply telling them they cannot do something. A little diplomacy can prevent a small problem from growing into a major one. Everyone has a reason for doing something. Often park patrons don’t realize they are doing anything wrong. Be sure to listen to their side of the story and try to understand their point of view. Explanations of why something can’t or should be done are never “because it’s the law,” “it’s the rule” or “it’s the way we do things.” Quieting down a sing- along around the campfire at midnight can be handled by pointing out there are other campers near and sound carries very well at night. Even though the sing-along is enjoyable and fun, due to the close proximity of other sleeping campers, the sing-along will have to be postponed until another time. Explain you can understand having a good time and the same activity in their backyard at home probably would not disturb many people. However, due to the fact they are in a campground environment, such an activity does bother others late at night. Thank them for being part of a solution rather than part of the problem and leave. This is a much better approach than saying “quiet hour is 11:00 p.m. and, if you want to stay here, you better be quiet.” IV. GET THE FACTS Be sure to get all the facts when taking complaints and handling rule enforcement situations. It is impossible to make a fair and prudent decision until you have heard both sides of the story. There is no room for bias or prejudice in our Division. Sometimes separating people is the best way to obtain complete information.
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V. ASK FOR ASSISTANCE Above all, don’t try to be a hero. Your safety and the safety of others are most important. If you see a law enforcement problem that looks like it may be more than you can handle, back off and call for assistance. It is better to call for assistance and find out you don’t need it, then get into a situation and discover you have placed yourself and others in jeopardy. VI. YOUR AUTHORITY HAS LIMITATIONS It is important you are aware of your authority and limitations. You can educate and make requests of visitors for voluntary compliance, but don’t make threats you can’t keep. If you have exhausted your resources, call for one of the Parks and Recreation Division Officers to assist. VII. OFFICERS HAVE INCREASED AUTHORITY Several permanent and seasonal Park Rangers are commissioned officers and have the authority to demand identification from individuals, issue appearance tickets, and make evictions or arrests within the park when necessary. VIII. RANGERS ARE PEACE KEEPERS A peace keeper is the best way to describe a well-trained Park Ranger because pursuit of peace is what brings our visitors to our park. Visitors come to the park to get a break from their problems, to relax, and to be at peace with the natural surroundings and with other visitors. REFERENCE: Use of Force by State Park and Recreation Officers #7.15 Law Enforcement Authority #7.1 IX. INCIDENT REPORT (R3003E) TARGET OUTCOME: Employee will understand the importance of completing incident reports in a timely, accurate and complete manner An Incident Report, R3003E, shall be completed each time an “incident occurs.” An incident is defined as: "a situation or circumstance in which a citizen experiences personal injury, property damage, causes or participates in a confrontation which may involve the issuance of a summons, or suffers serious personal discomfort brought upon by parties other than himself or herself.” An "Incident Report" shall be completed if a visitor wants to file a formal complaint, or if someone is evicted from a park campground. If you are unsure if you should complete an incident report, always do so. Be aware of the following when completing an “Incident Report:” Include all pertinent information in brief form. Be precise and accurate in descriptions. When vandalism or damage occurs to state property, estimate the cost for repair and include materials and labor. Your narrative should be written in the order that the events happened. Use conversational English. Do not use jargon, call signs or other terms that would not be clear to the reader. A distinction needs to be made between those things that you actually did or witnessed, and those things that were reported to you by others. Clearly identify what each witness reported to you.
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Be very specific when describing an injury or accident. Obtain the names, addresses and phone numbers of witnesses, as well as that of the injured. Never give medical advice. Always refer to the family physician, a local physician, or hospital. Due to the urgency of a situation resulting from an accident, it is often impossible to obtain all information necessary to complete the report. In these cases, it is prudent to obtain as much information as possible immediately. You can follow up later to obtain the missing data. Include all details available even though they may not seem pertinent to the incident at the time. Timeliness is important in reporting an accident so that a field investigator may start an immediate investigation and talk to witnesses as soon as possible. If it will help to explain the incident, include a sketch of the scene to aid an investigator. If appropriate, take photographs of any personal injury accident scenes as soon as practical after the accident. Indicate how an injured person was transported. Remember, an incident report is a public document. Avoid writing comments which you would not want to be public knowledge. Michigan State Parks, Access Sites and Recreation Areas serve millions of people each year. Unfortunately, some people become injured when using these areas. In other cases there can be conflicts, evictions, thefts and damage to facilities or personal property. • Take Notes Immediately • Coordinate With Others • Be Specific Incident reports play an important role when claims are brought against the state or its employees. The claim can go to court a long time after the fact, so the report must be a factual story of what took place, with complete names, addresses, and telephone numbers of as many witnesses as possible. If in doubt whether a report is needed, do a report. Remember - a picture is worth a thousand words! When at your work location, become familiar with incident reports, where they are kept and where to turn in completed reports. Any incident or accident involving a serious personal injury (broken limbs, back or neck injury, paralysis, burns, drowning, death) shall be reported immediately by telephone or in person to the Unit Supervisor/Manager. Timeliness is important so that a field investigator may start immediate investigation of the accident. Be sure to include any outside agencies, such as state, county, and local police, ambulance, fire trucks, medical assistance, etc. in your report. Refer to the Michigan Parks and Recreation Division Report Writing Guide on the intranet at: Report Writing Guide REFERENCE: Incidents and Property Damage #7.6
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Michigan Department of Natural Resources – Parks and Recreation Division INCIDENT REPORT (PART A) Required under authority of Part 741 of Act 451, P.A. 1994, as amended.
Unit District Date and Time of Incident Incident Report Number
Location of Incident
Public Injury Complaint State Property Damage Theft, State Property Other: Personal Property Damage Missing/Lost Person Non-Vandalism Enforcement Theft, Personal Property Dog/Pet Problem Vandalism Public Vehicle Accident
#1 WITNESS OR PERSON INVOLVED #2 WITNESS OR PERSON INVOLVED Last Name First Name MI Date of Birth Last Name First Name MI Date of Birth - - - - Street Address Telephone Street Address Telephone ( ) - ( ) - City, State, ZIP City, State, ZIP
#3 WITNESS OR PERSON INVOLVED #4 WITNESS OR PERSON INVOLVED Last Name First Name Mi Date of Birth Last Name First Name Mi Date of Birth - - - - Street Address Telephone Street Address Telephone ( ) - ( ) - City, State, ZIP City, State, ZIP
EMPLOYEES INVOLVED Last Name First Name Title Involvement
Last Name First Name Title Involvement
Last Name First Name Title Involvement
#1 VEHICLE INVOLVED VEHICLE ACCIDENT DIAGRAM License Plate No. State Year Make & Model
Driver Last Name First Name MI
Date of Birth Driver License No. State of Issue - - Street Address
City, State, ZIP
#2 VEHICLE INVOLVED License Plate No. State Year Make & Model
Driver Last Name First Name MI
Date of Birth Driver License No. State of Issue - - Street Address
City, State, ZIP
#3 VEHICLE INVOLVED License Plate No. State Year Make & Model
Driver Last Name First Name MI
Date of Birth Driver License No. State of Issue - - Street Address
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City, State, ZIP Additional Detail Attached: Yes No
R3003 (Rev. 08/14/2008)
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ASSISTANCE ACTION TAKEN
Law Enforcement Agency Name First Aid Warning Eviction
Ambulance Company Ticket/Arrest Dump
Fire Department Reported to Another
Other (Name)
Describe Action taken by those assisting (attach additional sheets if needed)
Other
DETAILS – DESCRIBE WHAT HAPPENED (include persons, weather, cause fault, pictures etc.) Enter details here
OTHER INFORMATION FOLLOW UP
None Police Report Photographs Witness Statements Is Follow-Up Action Required? Yes No
Other If Yes, Describe
State Property Damaged or Stolen? Yes No
If Yes, Indicate Repair Cost
Total Materials $
Total Labor $ Total Staff Time on This Incident
Total Cost $
Name of Employee Making Report Title Name of Supervisor Title
Signature Date Supervisor’s Signature Date
DISTRIBUTION: Original – Division, Copy to: (1) Field Headquarters (2) DNR Internal Audit (3) Other ______R3003 (Rev. 08/14/2008)
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EFFECTIVE COMMUNICATION WRITTEN COMMUNICATION
I. NOTEBOOKS AND INVOICES You are supplied with notebooks and writing instruments. When you see something that should be done, and you haven't the time to do the job, jot it down. If you have a question, jot it down. When you see one of your supervisors, get out your notebook and present the items for action. Don't rely entirely on memory.
When you are purchasing materials, trust your notebook--not your memory--for getting the correct items. The notebook is one of the most inexpensive yet important tools of the job. Use it to its fullest capacity.
When instructed by your supervisor to purchase materials of any kind, be sure you check over your invoice or pick-up slip. Make sure all entries are correct and that sales tax has not been included. Sign your name as receiving employee. Write the purpose for the purchases on the invoice. "Park Use" is totally unacceptable. Complete the description with notes such as, "Tire repair, 12-927" or "Plumbing repairs, campground toilet building." If just a part number is listed, write a brief description of the item.
You may not purchase items for park use without specific permission from your supervisor. When purchasing materials or supplies for park use, there are specific procedures that must be followed. Turn all invoices in to the park office immediately.
II. BULLETIN BOARDS The bulletin board is a source of useful information. It is a valuable tool for communication in the park. You can keep up-to-date with the latest news in the DNR, as well as in the park, by reading the memos and newsletters posted there.
Take the time to read, initial, and date each posting, or acknowledge the procedure as outlined by your supervisor.
III. CONCIERGE BOOKS Loosely translated, concierge means caretaker or attendant. Most parks and/or park hosts have concierge books. They are kept at certain locations within the park or with the campground host and contain helpful information including local activities, points of interest, and nearby medical facilities.
ORAL COMMUNICATION We assume the spoken word is easiest to understand. However, being easy to hear does not always mean it is accurately understood.
To be effective, we must focus on listening. We must understand all of what we hear.
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LISTEN - What is the full meaning of what is being asked or said?
UNDERSTAND - Do you know what the person really means?
RESPOND - Once you understand, make a clear response.
IV. TELEPHONE TARGET OUTCOME: Employee will understand proper telephone etiquette to be followed when using state telephone equipment.
Use of the telephone requires complete attention. Remember, the call may be the only contact the caller ever has with the DNR.
Some points to remember are:
A. Identify the park or location and yourself. For example, “Hello; Muskegon State Park Terry speaking, may I help you?” or “North Campground, this is Terry, may I help you?” B. Speak in normal tones with mild inflection. C. Do not talk with a cigarette, pencil, or gum in your mouth. D. Avoid speech crutches such as um, ya know, and ahuh, etc. E. Take complete messages, including date and time message is taken, in writing if possible. When needed, have the caller spell names, etc. F. Do not promise something you have no control over but offer to help. G. LISTEN! H. If information is requested that the employee does not know, write down the caller’s name, question and phone number. Advise the caller that the caller’s information will be given to the supervisor. I. Never give out information you are unsure of. An employee can deliver emergency messages to visitors. When such a message is received, find out the specific nature of the emergency. Remember to use tact and compassion when delivering sensitive messages. It is better to have a person receive emergency information directly from a family member or friend than from a messenger. When an employee receives such an emergency message for a park visitor, tell the caller a message will be delivered to the park visitor to return the call. If it is not serious, explain that the message may be delivered when time and workloads permit.
If information is requested that an employee does not know, write down the caller’s name, question, telephone number, etc. Repeat the complete message back to the caller to be sure it is accurate. Tell the caller you will give it to your supervisor. DO NOT promise that the supervisor will get in contact with the caller. Promise only what you can guarantee.
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When dealing with irate or hostile callers, do not take it personally. Remain calm and listen. If you maintain a pleasant, reassuring tone, many times a caller will calm down. If you are unable to reach a solution with such an individual, refer the matter to your supervisor.
With the exception of calls for emergency services, no long-distance calls are to be made without prior approval of your supervisor.
V. RADIO OPERATION TARGET OUTCOME: To bring forward the fundamentals of radio communication to eliminate confusion and inhibition by Park & Recreation Staff.
Two-way radios are a valuable part of this park's communication system. Two-way radios can be used lawfully only if both federal and state regulations are followed closely. The Division currently utilizes several different forms of radio communications. Most units have switched over to the 800 MHz radio system. Some units may also use the VHF radio system to communicate with local fire, rescue, or ambulance services. Finally, some units may utilize another form of communication system if not yet using the 800 MHz system. Be sure to ask the supervisor which radio system your park uses.
Department radios are licensed by the Federal Communications Commission (FCC). DNR employees do not need to be licensed to operate radios but must follow all established procedures.
Federal regulations restrict the types of communications that can be transmitted through the airways. All radio traffic (messages) must be limited to the following three types of messages; all other radio traffic is prohibited.
• That which concerns public safety and the protection of life and property. • That which is essential to official Parks and Recreation Division business. • Personal messages of bona fide emergency (illness, death). A. TYPES OF RADIOS There are three basic types of radios. Base stations, mobile units, and hand-held units. Each type of radio requires special procedures.
1. Base Station The “base station” is the main radio located at the unit headquarters. These radios have a range of 50 miles or greater. Radios using the 800 MHz system can talk across the state if the radios are programmed with the same talk group channel. Often temporary base station radios are found at other contact points such as campground contact booths. Written radio logs are required for permanent base stations. Written logs include date, time, nature of message, and radio user’s initials.
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2. Mobile Radios These radios are mounted in vehicles and have a range of 20 miles or more. No radio log is required for these radios. Do not transmit with this radio when the vehicle is inside the building or when the antenna is touching a person or object.
3. Hand-Held or Portable Radios These radios come in many styles and each will require user familiarization. All require care. Do not grab the radio by the antenna. If the unit has an extendible antenna instead of a rubberized type, extend the antenna fully before transmitting. Hold the radio upright as turning radio on its side results in reduced signal strengths. These units will transmit about five miles.
Be sure to ask your supervisor about the use, care, and charging of batteries.
Among the types of communication equipment, the use of two-way radios may be the most unfamiliar to you. You should be properly trained before using any radio, please contact your supervisor for training on the radios. When two-way radio fundamentals are understood and applied, you will find yourself doing a good job with this useful and sometimes critical form of communication.
Radio traffic departs from usual conversation with people in person or by telephone. It is not a conversation; it is a message. Standard English must always be used, but more often phrases are used rather than complete sentences. Never use CB jargon, or the 10 code associated with police agencies. This type of jargon is prohibited so that employees may be able to communicate effectively. Our traffic is simple, to the point, and uses very few special terms. Here are the components essential to all radio traffic.
One employee contacts another employee to establish if that person is available and to provide notice radio traffic will take place so that others will wait before they use the radio.
Both employees prepare to send and receive messages.
The initial message is transmitted (broadcast).
A response is transmitted.
Both employees acknowledge they have finished with messages and relinquish the radio frequency. This is referred to as “signing off.”
We need to know who we are talking to and there is a system of radio names that is easily understood. Basically, radio names are a one- or two-part name, like your first and last name. Stationary radios located in headquarters buildings are called base stations. Base station radios usually take the name
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of the location as the first name. For example, the base station at Muskegon State Park is named “Muskegon.” An employee, a STW for example, may be assigned “Muskegon 14-08.” The work unit or location becomes the first name; the call letters assigned by your supervisor are the last name.
It is easy to professionally communicate using two-way radios. Let’s assume that a visitor arrives at the park headquarters and wants to know if any campsites are available. The employee at the park headquarters calls a Ranger who is in or near the campground to find the answer.
MESSAGE
Muskegon Headquarters Muskegon 14-0 (oh) 8 from Muskegon.
Muskegon 14-08 Muskegon from 14-08 go ahead.
I’m at the Campground.
Muskegon Headquarters 14-08, any available campsites?
14-08 Negative.
Muskegon Headquarters Clear.
14-08 Muskegon 14-08 clear.
Notice this format used very few words to achieve the desired results. Very little transmit time was used and the five basic elements were observed. Proper radio names were used. The two employees established contact and let others know that the radio frequency was about to be used. They used brief phrases to send and receive messages to determine if campsites were available. They relinquished the radio frequency by properly “signing off.”
Base stations must be signed “in service" at the beginning of the day and signed “out of service" at the end of the day. For example, in the morning, "Lakeport is in service” and, at the end of the day, "Lakeport is out of service.”
If the radio is not manned for a temporary period, you must sign out of service; i.e. "Lakeport is out of service until 1 p.m." Don't forget to sign in when you return. Also, remember to record all activity in the radio log.
B. RADIO CALL NUMBERS Sub-offices, such as contact stations, are open only a few months per year. The number will normally be affixed to the radio or microphone.
In the numbering system for facilities, each number represents a specific unit, individual, or series of buildings and individuals.
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The numbers in a series are always prefixed by the unit name. The series for Parks and Recreation Division is 10 through 29.
The following table explains how radio call numbers are configured. In the examples provided, Hayes State Park is used as the unit name.
CLASS OR RANK OF EMPLOYEE OR LOCATION RADIO RANK PREFIX EXAMPLES
Unit Manager 10 Hayes 10
Unit Supervisor 11 Hayes 11
Camp Office 12 Hayes 12-A or Hayes 12-South
Booth (MVP) 13 Similar to Camp Office above
Ranger/WSO 14 Hayes-14-01, 14-02 etc.
STW 15 Hayes-15-17
STW 16 Hayes-16-05
STW 17 Hayes-17-01
Janitor 18 Hayes-18-01
Interpreter 19 Hayes-19-01
Const. Supervisor 20 Hayes-20-15
Const. Employee 21 Hayes-21-01
Mechanic 22 Hayes-22-01
C. RADIO CARE AND CAUTIONS: 1. Never leave a radio in an unsecured location where it may be easily stolen or damaged. 2. Before an employee takes a radio, check it to be sure it is working properly. 3. When an employee is finished with a portable radio it shall be properly charged.
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4. When taking a radio-equipped vehicle through a car wash, remove the external radio antenna so it will not be damaged. 5. Do not use a state-owned vehicle with a two-way radio to jump-start another vehicle. D. OTHER RADIO DESIGNATIONS: An employee may occasionally need to communicate with personnel from other DNR divisions or district Parks and Recreation Division supervisors. The supervisor can provide the employee with additional information regarding radio communications with these parties as required.
E. PRIORITY MESSAGES: An employee may be asked to stop radio traffic for priority messages. These include: emergencies, campsite vacancy reports, fire/weather reports, and other general messages. Before a priority message is aired, the following announcement will be made: "All stations and units stand by for (message or announcement).” This means all traffic must be held until the frequency is clear.
F. RADIO ETIQUETTE AND TIPS The proper etiquette for DNR radios requires:
1. Blunt Phrases: All radio messages must be brief, to the point of being blunt. Radio messages should be thought out before the transmission is made. If in doubt, write out the message before it’s transmitted. Don't use radio time to prepare the message. 2. Abbreviations and Phonetic Alphabet: Abbreviations and the phonetic alphabet shall be used whenever possible to transmit a radio message. A list is provided near each radio. 3. Use radio names; not employee names. 4. Use approved abbreviations: • ETA Estimated Time of Arrival • PM Park Manager • CO Conservation Officer • DRS District Recreation Supervisor • TX Telephone • NEGATIVE No • AFFIRMATIVE Yes 5. DO NOT USE: • The 10 code (10-4, etc.). • Roger-Wilco-Out. • Amenities such as Please and Thank You.
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6. Do not scan other parks’ radio traffic. 7. Please: • Be courteous. • Be brief, but exact. Use call signs and abbreviations. • Don't joke, engage in horseplay, or transmit personal messages. • Don't try to make repairs. • Do not tell the public the radio frequency. • When you receive a radio call in a mobile or hand-held unit, it is helpful to give your location. • When you speak into the microphone, use a normal tone of voice and pronounce your words clearly. • Hold the microphone beside your mouth, about 3/4 inches away. • Be certain you key (turn on) the transmit switch before speaking and hold it on until you finish speaking. • Always check your radio in service as soon as you are available to operate the radio. This is done by transmitting your radio designation and saying "In Service" e.g., "Lakeport 11, in service.” When you are going to be away from your radio, check out of service, e.g. "Lakeport 11, out of service, Pennington's Shell Station.” • It is always helpful to give the location when you check out. Wait 15 or 20 seconds before you leave the radio to make sure you are not wanted.
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STATE OWNED VEHICLE USE TARGET OUTCOME: Employees will know the standard practices governing the use of state-owned vehicles, including filling out the log book.
VEHICLE USE As an employee of the Parks and Recreation Division, it may be necessary for you to operate a state-owned vehicle. These vehicles are provided only for official use and may not be used for personal errands. To operate a state-owned vehicle, you must have a valid driver’s license, verified by your supervisor, and carry it with you at all times while you are driving. The video you are about to see has been developed by Parks and Recreation staff to ensure safe operation of state-owned vehicles. The following points are made in the video: I. BEFORE OPERATING A STATE-OWNED VEHICLE A. Be sure the log book has been completed by the previous driver. B. Check the glove compartment to be sure that all legal papers pertaining to the vehicle are present, such as proof of insurance. C. Visually inspect vehicle for any damage to the vehicle, inside and outside. D. Make note of location of fire extinguisher and first aid kit. E. Periodically, check oil level and other vital fluids; and inspect under the hood for any possible hazards, such as loose battery clamps, or worn belts. F. Make visual check of tires and check tire pressure if necessary. G. Check fuel level and fill if necessary. II. SAFE VEHICLE OPERATION It is important to realize that we are public employees and our driving will directly impact the public’s image of this Department. A. Drive in a courteous and safe manner. B. Wear the safety belt at ALL times. C. Follow all traffic laws. D. Be aware of surrounding conditions and drive according to those conditions; always at, or below the posted limit. E. There is no smoking allowed in any state-owned vehicle. F. Only Department employees are allowed in a state-owned vehicle. Passengers are permitted without the prior approval of the supervisor in emergency situations only. G. Alcohol is NEVER permissible in or out of a vehicle and not on Department property. H. Keep the assigned vehicle as clean and clutter free as possible. III. WHEN LEAVING A STATE-OWNED VEHICLE A. Always put it in park with the emergency brake on.
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B. When finished with a trip, complete the vehicle’s log book. Destination, area traveled, purpose of trip, and mileage must be recorded. IV. OTHER POINTS TO BE AWARE OF A. In case of an emergency or accident, an employee must contact the supervisor immediately. B. Drive only on established roads. Whenever possible, an employee should park and walk to perform off-road duties. Off-road use greatly contributes to damage to vehicles. Driving off-road should only be done if the task requires it and should not be done solely for the convenience of the employee. Off-road driving presents a hazard to our park visitors and causes damage to the natural resources we protect. It also presents a bad image to drive in an area where the public is not allowed. C. If an employee is requested to pull a trailer, the employee must understand how, and be capable of doing so. Remember, employees are on display when driving a state-owned vehicle. We should do our best to represent the state in a professional manner. Lead by example! Make an inspection before departing on any long trip. Be sure to have a road map, accident forms, and a credit card. The employee who puts a vehicle away at the end of the day must complete the mileage log sheet. If the log for a particular piece of equipment is not properly completed, it should be brought to the attention of the supervisor. Vehicles and equipment should be put away clean and ready for use by the next operator. TRUCKS AND AUTOMOBILES (DAILY) A. Check fuel supply, crankcase oil level, and coolant. B. Remove all tools and litter. C. Do a visual "walk around" to look for loose trim or attachments, accident damage, tire air pressure, etc. D. Record mileage driven on log sheet. E. Leave vehicle clean. F. Notify the supervisor of any problems. V. MOTOR VEHICLE DAMAGE REPORT Any accident or damage involving a personal vehicle while on official business, or a state-owned or leased vehicle, must be reported, regardless of the degree of damage caused. This applies whether or not another vehicle is involved. Most vehicles are leased through DMB-VTS (Vehicle & Travel Services). If an accident does occur, the accident report must be called in to the leasing agent, Wheels, Inc. A copy of the “Motor Vehicle Damage Report” may be found in the glove compartment of the leased vehicles. Use the Motor Vehicle Damage Report as a guide when calling to report all accidents to state-owned vehicles. If an injury should occur to yourself or another state employee, be sure to report it to your supervisor. Your supervisor must prepare a separate report when an employee is injured.
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If a motor vehicle accident involving a state-owned vehicle occurs, do the following: A. Get help for anyone injured in the accident. B. Notify the police or local law enforcement agency. C. Do not discuss who is at fault. D. Get names of witnesses. E. Get the name of the police officer. F. Report details to your supervisor.
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VI. POWERED INDUSTRIAL TRUCKS Powered Industrial Trucks (PIT) are a mobile power-driven vehicle used to carry, push, pull, lift, stack, or tier materials. This category CAN include our gators, mules, golf carts and other such vehicles. All new operators must receive BOTH formal and hands on training prior to operating a PIT. Upon completion of the training program and performance evaluation, an Equipment Operator Permit may be issued. These permits are issued for a period not to exceed 3 years. EMPLOYEES ARE RESPONSIBLE FOR: 1. Operating a PIT only if trained and authorized. 2. Operating in accordance with DNR procedure and operating practices. 3. Inspecting the equipment and completing an inspection checklist at least daily when the PIT is used. During the major use season an additional inspection shall be completed (afternoon/evening shift). 4. Immediately reporting any problems or unsafe conditions to their immediate supervisor. 5. Only operating equipment that is in safe operating condition. 6. Reporting all accidents, regardless of damage or injury, immediately to their supervisor
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EMPLOYEE SAFETY TARGET OUTCOME: Employee will be trained in reducing the risk of being affected by blood borne pathogens as required by MIOSHA. Employee will become familiar with confined space, “right-to-know,” power lock-out procedures, and personal protective equipment. Employee will have received training covering safe work practices for some of the tasks that might be assigned to STWs.
We care about the safety and the well-being of all of our employees. The Department’s safety motto is “Safety is Everyone’s Responsibility.” It is essential that every Recreation Division employee follows safe work practices. This can only be accomplished by creating a safe work environment, and ensuring that you, and all employees, receive the proper training and follow safe work habits.
There are many laws governing work practices and conditions that are intended to protect the health and safety of workers. Federal laws are defined under the Occupational Safety and Health Act (OSHA) and state laws under the Michigan Occupational Safety and Health Act (MIOSHA). Some of the training which you receive today, such as blood borne pathogens, is required by law. Following the safety training, you will be required to sign a form which confirms that you have received the required training. REFERENCE Employee and Public Safety #3.2 No Smoking - Executive Order #1992-3, dated 3-18-92 First Aid #6.15 Safety is everyone’s responsibility. Your judgment and use of common sense is fundamental to your safety and the safety of others.
All accidents or injuries MUST be reported to a supervisor as soon as possible, even if thought to be minor. A supervisor must determine if it is a first aid injury or one of a more serious nature.
A few reminders are necessary because some people don’t remember to use common sense. Common sense tells us never to smoke while filling fuel tanks or working near open fuels or flammable materials. Common sense tells us to wear protective eye covering when using the power grinder, and other power tools. Common sense tells us to keep shields in place on all power tools such as a table saw, belts, or turning shafts. An employee may not use a piece of equipment if not trained for that equipment.
I. SAFETY AWARENESS All machinery, equipment, tools, and vehicles shall be used in accordance with the Michigan Occupational Safety and Health Act (MIOSHA) standards, according to manufacturer’s directions, and in a manner that reduces chances of injury to the operator, other employees, and the public. An employee with a hurried or careless attitude towards the work may cause an accident. We operate in a busy environment and every minute counts, but efficiency is not so important that anyone should take unsafe shortcuts. Safety is achieved through the continuing application of efficient and smart work techniques and habits.
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Accidents can be prevented by careful planning and an effective program of good organization, proper housekeeping and maintenance. Accident prevention is good business. The cost of accidents is always greater than the cost of prevention.
II. HAZARDS Unsafe conditions which cannot be properly corrected shall be reported immediately to the supervisor and may include the following:
A. Obstructions that might cause tripping. B. Tree limbs and other overhead obstructions that pose a potential hazard in a public use area. C. Any vandalism that creates a public hazard (open electrical panel, broken glass). D. Any defective piece of park equipment available for public use (playground equipment with broken swing seats, loose bolts, protruding nails, etc.). III. CONFINED SPACES WELL PITS, SEPTIC TANKS, MANHOLES, SEWAGE CLEANOUTS, ETC. TARGET OUTCOME: Employees will be able to recognize confined space and determine those which are permit-required versus non-permit required.
A confined space is large enough for an employee to enter, has limited or restricted means of entry or exit, and is not designed for continuous occupancy. A number of confined spaces exist within the park that may not be entered under any circumstances. These are known as Permit Required Confined Spaces and can be poorly ventilated or might have a dangerous atmosphere such as low oxygen levels, poisonous gases, or explosive fumes.
Do not enter a “Permit Required Confined Space” under any circumstance!
If an employee has questions about confined spaces at the park, discuss with the supervisor. REFERENCE: MIOSHA Standard Part 90
IV. HAZARD COMMUNICATION OR RIGHT-TO-KNOW TARGET OUTCOME: Employee will know how to obtain information about hazardous chemicals that they might encounter at work.
Employees have a legal right to be informed about hazardous chemicals they might be exposed to. 1986 PA 80 is an amendment to MIOSHA which requires that information and training be provided to employees who are exposed to hazardous chemicals in the normal course of employment or who are likely to be exposed to hazardous chemicals in the event of an emergency.
The Right-To-Know law has several requirements governing chemicals as follows:
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A. Inventory: All hazardous chemicals that Parks and Recreation Division employees work with on a regular basis must be inventoried and the inventory list kept at the place of work. Your Supervisor will review the list and show you where the list is kept. B. Labeling: All containers that store a hazardous substance must be labeled. The container label must list the chemical name and the hazard of the chemical. If necessary to temporarily store some of the chemical in another container, the common name of the chemical and hazards must be written on the secondary container. Never leave mineral spirits, paints, solvents, etc. in unmarked containers. Consumer products are an exception to the MIOSHA labeling requirement. Pesticides are also exempt from additional labeling because they are regulated under other federal regulations which require specific labeling. C. Safety Data Sheets (SDS): Manufacturers and importers of hazardous chemicals are required to provide SDS for products containing hazardous chemicals. The SDS are kept at the park office for review. MIOSHA law requires employees be informed where the SDS are kept and how to read them. If an employee has not received this instruction, the supervisor will provide the required training on Global Hazardous Communications, including instructions on SDS.
SDS provide the following information:
• Manufacturer’s name, address and telephone number. • Product identification (name of chemical). • Physical properties. • Health hazard data. • Emergency first-aid procedures. • Reactivity data (dangers from mixing chemicals). • Fire and explosion hazards data. • Personal protective equipment. • Spill and disposal information. Supervisors must post MIOSHA/CET Form 2105. Employees must be made aware of location of the SDS. If an employee has any questions about products and potential hazards that may be encountered at this location, the employee should refer to the SDS and/or discuss concerns with the supervisor.
This new system requires that all chemicals have a classification, a new container labeling requirement and MSDSs are now SDSs. Most of us are familiar with the NFPA system where the number “4” indicates a severe hazard. However, under the new GHS HazCom standard, a “4” will mean the lease severe and “1” will be the most severe. These new requirements have been updated to include Signal words,
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Pictograms, Hazard classes and categories, Labels received on shipped containers and Safety data sheets (SDS). A power point presentation is listed on the DNR safety webpage.
http://inside.michigan.gov/dnr/divisions/prd/safety
ADDITIONAL TRAINING RESOURCES MIOSHA:
• The MIOSHA website provides several resources to assist employers with providing GHS training and information to workers. • Here you can access helpful informational handouts for: o General Info on GHS o The SDSs Format o Pictograms o Labeling requirements o Quick Cards OSHA:
• A Guide to GHS: https://www.osha.gov/dsg/hazcom/global.html • OSHA HAZCOM: http://www.osha.gov/dsg/hazcom/index2.html • OSHA BRIEF on Hazard Communication Standard: Labels and Pictograms: http://www.osha.gov/Publications/OSHA3636.pdf • OSHA Fact Sheet: http://www.osha.gov/Publications/OSHA3642.pdf • OSHA Effective Dates: http://www.osha.gov/dsg/hazcom/effectivedates.html PRD Safety Page on SharePoint:
• http://inside.michigan.gov/dnr/divisions/prd/safety/Pages/default.aspx
REFERENCE: 1. Inventory List of Hazardous Chemicals. 2. Safety Data Sheets. 3. Michigan’s Hazard Communication Standard Part 92 V. LOCK-OUT PROCEDURES FOR POWER EQUIPMENT TARGET OUTCOME: Employee will become familiar with lock-out procedures. The employee will be trained to locate energy control devices and use them during servicing and maintenance activities.
Lock-out procedures shall be used on energy control devices whenever maintenance or servicing is performed on machines or equipment. Locations of lockout control devices shall be shown to all employees.
Lock-Out Procedure Requirements A. Establish energy control procedures for the control of potentially hazardous energy when employees are engaged in servicing or maintenance activities. B. Energy control devices (locks, tags, etc.) will be provided by the employer.
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C. Full protection of employees during service or maintenance of machinery or equipment having potentially hazardous operations. D. Training and communication of the energy control procedure program to all employees. All employees shall be trained in the energy control program at this unit. If an employee has any questions or concerns about the Lock-Out Procedure or Lock-Out Program, discuss concerns with the supervisor.
VI. BLOODBORNE INFECTIOUS DISEASES TARGET OUTCOME: Employee will know how to respond when encountered with blood or other potentially infectious materials in the workplace.
All Employees:
All employees must be aware that bloodborne infectious diseases may be transmissible through contact with blood and other potentially infectious materials. Possible contact is often associated with administering first-aid to an ill person or an accident victim.
Besides blood, there are Other Potentially Infectious Materials (OPIM) that can transmit diseases, including: certain body fluids: semen, vaginal secretions, cerebrospinal fluid, synovial fluid, pleural fluid, pericardial fluid, peritoneal fluid, amniotic fluid, saliva in dental procedures, any bodily fluid that is visibly contaminated with blood, and all body fluids in situations in which it is difficult or impossible to differentiate between body fluid.
What to do if you encounter blood or OPIM:
• Treat all human blood and Other Potentially Infectious Material (OPIM) as if it is infectious and DO NOT touch it. • Contact your supervisor immediately for further direction if you encounter any blood or other potentially infectious material. Further direction may include: o Keeping the area secure to prevent exposure until the area can be properly cleaned and sanitized by trained Category A staff. o Proper direction if an exposure or exposure incident occurs. • Any employee exposed to the body fluids of another person in the course of the employee’s duties should contact their supervisor immediately.
Category A Employees:
PRD’s Category A staff are required to have additional training. This training includes the minimal completion of the Bloodborne Infectious Diseases Training Module (#13) found on the PRD Training SharePoint Site under the Orientation Materials section, in the PPT (PowerPoint) folder.
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PRD’s Category A staff include the following:
• Park and Recreation Ranger • Park and Recreation Supervisor • Park and Recreation Manager • Equipment Operator • Janitor (classified Janitors, NOT STW) • The following Ralph A. MacMullan Conference Center staff: o Departmental Manager o STW Housekeepers
When working in a situation where contact with body fluids is likely, Category A employees are to assume exposure to pathogens and utilize the personal protective equipment. This includes, but is not limited to: rubber gloves and, depending upon the situation, safety glasses and masks covering nose and mouth.
If there is any question whether protective equipment should be worn, an employee shall utilize it. A simple explanation to the visitor being assisted indicating that the protective gloves are required for mutual protection will prevent negative reactions to the protective equipment.
A supply of protective gloves shall be kept in appropriate locations such as park headquarters, contact stations, other buildings, and vehicles. Each first-aid kit shall contain at least one pair, and preferably several pairs, of protective gloves.
BLOOD BORNE PATHOGENS REQUIREMENTS
A. A copy of the Exposure Control Plan shall be accessible to all employees. Hand washing facilities shall be readily accessible and/or appropriate antiseptic hand cleanser. B. Training shall be given at the expense of the employer. C. The employer shall provide personal protective equipment at no cost to the employee. If an employee has any questions or concerns about blood borne pathogens or the potential hazards that may be encountered at work, discuss concerns with the supervisor. REFERENCE: Blood Borne Pathogen Exposure Control Plan MIOSHA Standard Part 554
VII. PERSONAL PROTECTIVE EQUIPMENT TARGET OUTCOME: Employees will learn the need for personal protective equipment and the types of equipment available.
There is a legal requirement that protective equipment be worn while performing certain types of work. The wearing of personal protective equipment is required
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and is not at the option of the employee. If an employee receives a new work assignment, the supervisor will provide instruction as to the need to wear protective equipment. The supervisor will also provide the required protective equipment and training for how and when the protective equipment should be worn.
A. Employee must wear a protective helmet when working in an area where there is a possible danger of head injury from impact or from falling or flying objects, or from electrical shock and burns. B. Eye and face protection equipment must be used when machines or operations present the potential for eye or face injury. Eye protection is also required while mowing, using a grinder, saw, and any tool that has potential for eye injury. C. Foot and toe protection shall be worn by all employees if there is danger of injury to an employee’s feet. D. Hearing protection shall be used when using equipment producing loud noise. Even moderate noise levels can cause hearing loss over time. E. All safety equipment must be kept clean and in proper working condition. Ask supervisor for replacements if needed. F. If the personal protective equipment is shared with another employee, such as a welding helmet, the employee must sanitize following the manufacturers recommendation before the next use. If an employee has questions about personal protective equipment at the park, discuss with the supervisor. REFERENCE: MIOSHA Standard Part 33 VIII. EMPLOYEE ACCIDENT REPORT (R7200) If an employee is injured, it must be reported to the supervisor. Each and every accident shall be investigated to determine how and why it occurred. Supervisors are required to complete a detailed report on every accident. The report is designed to reveal the causes of the accident. Hopefully, the causes can be corrected to prevent future injuries to others.
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IX. INSTRUCTION ON LADDER USE A. A ladder shall not be placed in a passageway, doorway, driveway, or any location where it may be knocked over unless it is protected by barricades or guards. B. Before and during a climb, always have another person check on the stability and guards. C. A ladder shall not be used as a brace, gangway, or for any use other than that for which it is designed. D. An employee shall face the ladder when ascending or descending. E. Do not overreach or do any pushing or pulling that may cause the ladder to move or topple. If both shoulders are outside of a side rail, the user is overreaching. F. A ladder which is transported or stored on or in a vehicle shall be securely fastened to prevent damage and unintentional displacement. If the ladder extends two feet past the bumper, it shall be flagged. G. A ladder shall be carefully inspected before use. A ladder shall also be inspected if it has been involved in an accident to determine if its condition caused the accident. H. Aluminum ladders shall not be used when working on electrical wiring. I. Extreme care must be taken when using any ladder during icy conditions or on unstable and smooth surfaces where a ladder may slip out at the bottom.
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J. Before climbing a ladder, an employee shall read and follow the factory decals on the ladder stating the maximum load capacity, intended use of ladder, and any other cautionary information. Supervisors are responsible to make sure decals are in place. X. INSTRUCTIONS ON LIFTING AND CARRYING A. Do not lean over to pick up any object as that may cause back strain. Bend from the knees and keep the back straight to give maximum support when lifting. Back injuries are one of the most common injuries incurred by Parks and Recreation Division staff. B. If something is too heavy to lift or carry by hand, either get help from other staff or use appropriate equipment to lift, such as a dolly or tractor. C. Keep the object being carried close to the body. Keep your vision unobstructed. XI. FIRE EXTINGUISHERS An employee should be familiar with the various types of fire extinguishers, the way they are activated, and which type to use on different fires. There are simple directions on the extinguishers. The three most common fire extinguishers are:
A. ASH: Anything that results in ash, such as wood and rags. B. BULK: Usually refers to flammable items stored in bulk such as gas, oil, and fuel oil. C. CIRCUITS: Referring to electrical circuits. If a fire extinguisher is labeled ABC, it is safe to use on all three types of fires.
If a fire extinguisher has been discharged or is discovered to having been discharged, even partially, remove it and bring it to the supervisor for recharging.
XII. HANDLING ELECTRICAL EQUIPMENT A. Electrical repairs may be made only by employees the supervisor determines to be qualified. B. Report any faulty machinery or wiring immediately to the supervisor. XIII. DEFECTIVE EQUIPMENT If a piece of equipment is defective, the employee should tag as “out-of-service” and report the defective equipment to the supervisor.
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EMERGENCY RESPONSE TARGET OUTCOME: The employee will be aware of the potential role of a STW in an emergency situation, be provided practical suggestions, and understand that they are responsible for knowing their specific work location’s emergency plan and phone numbers. I. SITE EMERGENCY PLAN A site emergency plan has been developed to provide a procedure for response to natural and man-created emergencies. This plan details responsibilities, tasks, and coordination of duties in the event of an emergency. An employee should become familiar with the site emergency plan and know where to find it. Copies of site emergency plans can be found at the Contact Station/campground, harbor office, and headquarters. II. JUMPSHEETS Millions of visitors use the state parks, access sites and recreation areas each year. Occasionally, an emergency situation can occur, such as an accident, fire, explosion, missing person(s), severe weather conditions, or medical emergencies. We, as Parks and Recreation Division employees, must be prepared to assist during emergency situations. The majority of the time, this assistance will consist of getting help, giving information and answering questions. Examples include calling the police department or 911. Rather than adding to or creating problems, it’s important to use common sense and always act as a calming influence. You will need to become familiar with your work location's emergency plan and emergency services provided in your surrounding area, such as the ambulance, 911, hospital, police and fire department. Being prepared and acting quickly can mean the difference between life and death. A few things you can do to be prepared: A. Know the location of your unit’s Jump Sheets and review them at the beginning of the season. B. Have a current and legible emergency phone number list located at each park phone location. C. Know the locations and use of fire extinguishers. D. Know where the first aid kits are and supplies to restock them. E. Have maps or directions to the closest hospital or medical center at key locations in the park to hand out to visitors. F. Keep emergency equipment, such as lifeboats with oars and life rings, in good condition and available at the beach area. G. Post an emergency plan for employees and the public to understand and follow. H. Sometimes it's necessary to meet emergency responders at the entrance as they may not be familiar with the location of certain areas or sites. I. When you are working at a Parks and Recreation Division location while in uniform, visitors will expect you to take a leadership role. Although an emergency situation doesn't happen often, you must be prepared when it does. Know your work site’s emergency plan. Listen carefully for this information during your individual work site training.
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FACILITY MANAGEMENT I. BEACH EQUIPMENT AND EMERGENCY PLAN It is the duty of Parks and Recreation Division staff to keep all available lifesaving equipment in top operating condition. A well-supplied first-aid kit is a necessity in dealing with emergencies that may arise. Complete accident reports are to be filled out and filed for each incident according to directions you receive from your supervisor.
Adequate signing is placed in strategic locations, including the entrance to the unit, stating “No Beach Guard.” Report any missing or damaged signs or damaged emergency equipment to your supervisor immediately.
A written and posted Emergency Plan is established for each beach area. You should become familiar with the emergency plan; the Plan includes directions for employees and the public to follow in case of an emergency situation and should include the listing of emergency services telephone numbers. Emergency equipment, such as lifeboats with oars, ring buoys, first-aid equipment, etc., must be kept in good condition and available at the beach area. NOTE: Great Lakes beaches do not have lifeboats available. Boats should be painted white, identified as a lifeboat with a red cross on it, and the unit name. Equipment, and the beach emergency sign, should be checked daily.
II. BEACH CONTROL AND RULES Parks and Recreation Division rules pertaining to the beach area should be strictly enforced. Parks and Recreation Division rules prohibit dogs, as well as all other animals, and glass containers from beach areas. However, dog droppings and broken glass continue to be a constant problem. If you notice droppings, broken glass, or litter be sure to resolve the issue. Picnic tables and fires should not be allowed on the beach. If you are assigned to control the beach area with another employee, make sure to stagger your lunch breaks. This will increase visitor services.
Employees on the beach are the principal, and often the only sources of authority for several thousand people on a busy day. It is always possible that a dangerous situation can develop on the beach. Good judgment must be used at all times.
Occasionally, lost children may be brought to the employee. Call for assistance if no PA system is available, it is often helpful to walk around the beach with the child to give the parents a chance to spot the youngster.
All Great Lakes designated swimming beaches use a flag warning system. RED - Danger, YELLOW - Be very careful and extra cautious, GREEN - Swim with caution. Know and understand the standards for posting each of these flags.
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Geese and seagulls are becoming more and more of a nuisance on many beaches. The number of such birds has reached the point on some beaches where the amount of “bird droppings” has actually created a health hazard. Some beaches have been closed by the Department of Public Health due to this issue.
Such birds should be discouraged from congregating in beach areas. Visitors should be discouraged from feeding them. You should consult with the supervisor if you observe a buildup of birds and/or droppings in a beach area.
III. LOST AND FOUND All property found shall be turned in at the unit office and cataloged on form R1018. Record the name of the finder and where found on the Lost and Found Log. The property is returned to the rightful owner upon proper identification and the transaction is recorded on the form. The name, address, and telephone number of the claimant are to be recorded for audit purposes.
Lost and found property is not to be retained by an employee for any reason.
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BUILDING MAINTENANCE I. TOILET BUILDING MAINTENANCE The cleanliness of our toilet buildings is crucial to the impression we make upon the visitors to state parks, recreation areas and boating facilities. A "Minimum Sanitary Cleaning Standard" guide set up by the Parks and Recreation Division Office states that all state park, recreation area and boating site toilet buildings shall be cleaned at a level equal to, or better than, the Minimum Sanitary Standards, and may be found in the Field Manual and in the pipe alley of each toilet building. During the operating season, all toilet buildings will be given a minimum of one cleaning daily, and more if needed. A. Wear safety equipment for protection against chemical splashes and germs. B. Upon entering a building, check for unsanitary conditions, plugged toilets, lavatory drains and floor drains. Check the operation of flush toilets and urinals and make the necessary adjustments prior to cleaning the building. Report any unsafe conditions to the supervisor. C. Check equipment: Check faucets for leaks, light fixtures, door locks, partitions, and hardware. Employee should repair if authorized by supervisor; otherwise, report conditions to a supervisor. D. Empty waste baskets and sanitary containers each time the building is cleaned. Be alert for broken glass, insulin needles, etc., to prevent injury. For this reason, never reach in a trash receptacle to remove items. If needles, or sharps are found, contact your supervisor for further instruction on disposal. E. Cleaning interior surfaces is a top-to-bottom procedure. Clean ceilings and corners, removing spider webs and insect residue. Clean walls, window sills, ledges and shelves. The last step is to sweep floors. Use short strokes and clean the broom often. F. Clean mirrors and windows. G. Clean bowls, pipes, and faucets. Use good quality cleaning agent. Apply cleaner on damp cloth or sponge, rub bowl or fixtures, and rinse with water. Clean only toilet bowls with toilet bowl cleaner because they contain acids that will harm other finishes. H. Clean and disinfect toilet bowl and seat. Use detergent, germicide, toilet bowl brush, sponge, and pail. Clean outside surfaces of the toilet bowl and seat with sponge dampened with detergent-germicide. CAUTION: Do not mix any cleaning products, especially chlorine products, with bowl cleaners containing acids or with ammonia. This mixture will create fatal fumes. Use all cleaning agents according to directions. I. Wash dirty walls and partitions. Use a pail and a sponge or cloth. Use detergent to spot-wash lavatory, doors, partitions, and walls. Pay particular attention to urinal partitions, including the bottom edges. Change water often. J. Scrub floors. Use detergent-germicide liquid or powder. Mop with solution in water. Use bucket with wringer to pick up excess water. Make sure floors are left as dry as possible. Change water often.
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K. Clean floor drain baskets at least weekly. Clean shower drains more often during heavy use periods to prevent plugging by soap, hair, and sand. L. Sweep all walks and pick up any litter around the buildings. M. Check the operation of the water heater. Report any malfunction to the supervisor immediately. N. Spray the interior of the building for insect control when necessary. O. Ensure adequate stock of all cleaning supplies. Replace toilet tissue and paper towels; ensure adequate supply of paper and re-stock. Ensure all cleaning equipment and supplies (push brooms, parlor brooms, dustpans, pails, sponges, cloths, detergents) are adequate and in good working condition. Make note of what is needed and inform the supervisor. P. Clean vault toilets daily. Put deodorizer in vault at least weekly or more often if needed. Q. Remove cobwebs daily, inside and on the outside of buildings.
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GROUNDS MAINTENANCE The appearance of the grounds managed by Parks and Recreation Division provides the visitor with an immediate impression. We must be alert and respond to anything which may degrade that appearance.
Litter pickup and disposal is one of the facility’s most important tasks. Keep areas around dumpsters and day use areas free from litter.
Picnic tables require regular checks for loose nuts and bolts. Tighten them when necessary. Broken or damaged tables should be removed from service for repair.
Picnic stoves require frequent removal of ashes. Broken stoves should be removed for repairs. When removing ashes from fire circles, do not dig a deep hole in the center of the fire pit. This presents a serious hazard, especially to people walking at night. Never dig a campground fire pit deeper than four (4) inches, and make certain ashes are cold before removing.
Regular safety checks of playground equipment are needed. Repair or replace loose or worn parts, if possible. Report any damaged or defective playground equipment to the supervisor if immediate repairs are not possible.
Signs and lot marker posts serve an important function. Crooked posts and vandalized signs are an eyesore and reflect a lack of attention to detail. If you see a crooked post, straighten it up. Make repairs on damaged signs or report them to your supervisor.
Grass mowing is the main item involved with lawn care. Safety is an important factor in mowing. Sticks, stones, and other debris must be removed from the area rather than take a chance on throwing an object with a rotary blade. Do not mow too close to trees, buildings, or other objects. No job is complete without some hand trimming. On campsites, move electrical cords prior to mowing.
Keep constant watch for hazardous trees or limbs that might constitute a danger to the public. Report such hazards immediately.
As you make daily rounds through the facility, be alert for water main leaks and sewage system malfunctions. Soggy spots in lawn areas which are usually dry, or foul odors near sewage facilities, should be reported immediately to the supervisor.
I. EQUIPMENT TRAINING A. An employee must be trained on each piece of equipment before using B. Training records are maintained C. Immediately report damage or concerns about equipment to supervisor II. OPERATION OF MOTORIZED EQUIPMENT A. Only use items you have been trained to use. B. Follow maintenance schedule.
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C. Wear proper PPEs and be observant of who and what is around you. 1. A mower can throw a rock 50’ and break a car window, puncture a canvas tent, or leave a large bruise on a person D. Parks have very limited funding for new equipment. If you have been trusted with using motorized equipment, treat it like your supervisor is watching you. E. Cleanliness is a key aspect for safety. Clean off equipment when you are done using it and before you store the equipment. F. Equipment should be returned the way you found it. G. Report any problems or accidents immediately. III. EQUIPMENT UPKEEP AND REPAIR A. Always LOG out and wash off equipment when you are finished using B. Check the oil and other fluid levels prior to use of equipment C. Never dump used oils or solvents on the ground or down a drain for disposal IV. MOWING AND TRIMMING A. When operating lawn mowers: 1. Operator must have proper instruction on complete usage before operation of mower. This instruction will be provided by a qualified member of the permanent park staff and documented in the training records. 2. Ear and eye protection must be worn. 3. Operators of push-type mowers are required to wear either approved steel- toed work boots or the slip-on protectors provided by the park. 4. The mowing area must be checked for possible hazards, e.g., sticks, rocks, papers, bottles, wire, etc. This material must be removed before mowing begins. 5. Be aware of the direction of discharge of the mower. Never discharge toward a building, person, or vehicle. Do not mow within 50 feet of any park visitor, vehicle, trailer, tent, or motor vehicle. 6. A lawn mower should never be left unattended unless the engine is shut off and the key removed. V. TOOLS AND TOOL USE A. Routinely service tools and equipment B. Use procedure for Tagging Equipment for Repair (Form IC3029) on malfunctioning items C. Maintenance of equipment you use is your responsibility D. Follow daily, weekly, and monthly inspection schedules E. Always return tools and equipment clean and store properly F. Do not use any tools unless properly trained G. Contact the supervisor if you have any questions regarding the use of a tool
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H. A tool shall be used for the purpose for which it was designed or approved I. Visually inspect tools prior to use for signs of trouble J. Check fluid levels prior to use K. Always wear the proper protective equipment while using tools VI. DEFECTIVE EQUIPMENT What makes a piece of equipment defective is sometimes easy to answer, because the tool simply does not work. However, sometimes a working tool may in fact be defective. Sometimes it is hard to tell if a tool or a piece of equipment is defective. A. Things to look for 1. Damaged cords 2. Ground prong missing from plug 3. Guards missing 4. Set screws and adjustment knobs no longer stay tight If you ever question the condition of a tool or a piece of equipment, ask a supervisor. If you know something is defective, either lock it out using the Tagging Equipment for Repair procedure (IC 3029 form) or place it in the defective tool area.
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