Student Assistant

Handbook
2010-2011

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 Table of Contents

Welcome ................................................................................................................3
Meet the Staff .........................................................................................................4
Hiring ......................................................................................................................5
Job Responsibilities/Expectations ...........................................................................5
Circulation Desk Website ........................................................................................6
Customer Service Philosophy .................................................................................7
Lycoming College Student Employment Guidelines ................................................8
Circ Desk Policies ....................................................................................................9
Confidentiality ......................................................................................................10
Dress Code ...........................................................................................................10
Scheduling/Attendance.........................................................................................11
Payroll & Time sheets ...........................................................................................12
Evaluations ...........................................................................................................13
Grounds for Dismissal /Disciplinary Procedures ....................................................14
Library Code of Conduct .......................................................................................15
Safety & Emergency Preparedness .......................................................................16
Sexual Harassment Policy .....................................................................................17

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3
MEET THE STAFF

Janet McNeil Hurlbert Julia Dougherty

Director of Library Services Library Technician, Archives (PT)
Phone: (570) 321-4082 Phone: (570) 321-4333
E-mail: hurlbjan@lycoming.edu E-mail: doughert@lycoming.edu

Susan K. Beidler Marlene Neece

Head of Collection Management Systems Library Technician, Document Delivery
Phone: (570) 321-4084 Phone: (570) 321-4091
E-mail: beidler@lycoming.edu E-mail: neece@lycoming.edu

Alison Gregory Wilma Reeder

Librarian, Information Literacy, Outreach Library Technician, Serials Manager
Phone: (570) 321-4087 Phone: (570) 321-4089
E-mail: gregory@lycoming.edu E-mail: reeder@lycoming.edu

Mary Broussard Alysha Russo

Librarian, Reference and Assessment Library Technician, Circulation Supervisor
Phone: (570) 321-4068 Phone: (570) 321-4053
E-mail: broussm@lycoming.edu E-mail: russo@lycoming.edu

Susan Nelson Karla Procopio

Librarian, Coordinator of Access Library Assistant, Access Services (PT)
Phone: (570) 321-4352 Phone: (570) 321-4350
E-mail: nelson@lycoming.edu E-mail: procopio@lycoming.edu

Lisa Barrett Cynthia Bezilla

Library Technician, Technical Services Part-time Library Evening Proctor
Phone: (570) 321-4085 Phone: (570) 321-4053
E-mail: barrett@lycoming.edu E-mail: bezilla@lycoming.edu

Michele Creveling Grace Clark

Library Technician, Assistant to Director Part-time Library Evening Proctor
Phone: (570) 321-4106 Phone: (570) 321-4053
E-mail: crevelm@lycoming.edu E-mail: clark@lycoming.edu

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HIRING
New hires will receive a packet of hiring forms that will need to be filled out and handed in before you can receive your
first paycheck. A link to each form needed can be found on Google Sites:
http://sites.google.com/site/snowdentest/forms

Returning students will need to fill out the Student Employment Hiring Form each semester.

Students are hired for a semester at a time. Please notify your supervisor as soon as possible if you will be leaving your
position before the end of the semester or if you will not be returning to your library job or to the school in the coming
semester.

Employment at the library is not guaranteed from semester to semester, but is contingent upon satisfactory job
performance and evaluations, as well as the library’s operating needs. You will be notified at least two weeks before the
end of the semester if you will not be re-hired.

JOB RESPONSIBILITIES AND EXPECTATIONS

Some of the responsibilities as a Circulation Assistant may include, but are not limited to:
Staffing the circulation desk.
Checking library materials (books, DVDs, reserves) in and out for faculty, staff and community members.
Answering directional and basic patron questions.
Answering the phone.
Adding paper to copiers and printers.
Retrieving and shelving library materials.
Shelf reading and keeping library materials and spaces in order.
Assisting in opening and closing the library.
Various duties as needed, including: scanning, straightening, deliveries, campus errands
Reporting problems or concerns to staff (equipment malfunctions, problem patrons, structural problems, etc.).
Reading all emails, updates and information from your supervisor. It is very important to keep on top of all
information. As per Lycoming College policies, “Per the student handbook the only email account that is
recognized for all official Lycoming College correspondence is your loginname@lycoming.edu. You are
responsible for accessing this account on a regular basis either via the GroupWise client in the labs, or via the
web at student.lycoming.edu. Many faculty communicate with students using email on a weekly basis. Failure
to read mail addressed to your Lycoming College email address is not an excuse for missing campus notices from
faculty and administrative offices.” For more information:
http://www.lycoming.edu/its//academiccomputing/Resnet/resnetdocumentation.html
Updates are sent out each week through email. Weekly updates are printed and posted in the FAQ binder and
are also archived on the circulation website.
Participating in student meetings and ongoing training, as required.

As a Circulation Assistant and a representative of the library and the college, you are expected to:
Be friendly, respectful and courteous to staff, coworkers and patrons.
Use good judgment during hours when staff is not in the building.
Put library work and customers first. Studying or other activities should not interfere with customer service.

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CIRCULATION DESK WEB SITE
Link: http://sites.google.com/site/snowdencircdesk/home

To help with training and to keep everyone up to date, we have created a website/wiki on Google Sites. All
employees are expected to become familiar with this site, to check it frequently, and to participate in any
assigned activities that may be uploaded to this site.

Your supervisor will help you get signed up for the site as part of your training. The site will use your Lycoming
College e-mail address. It is important that you use your Lycoming College e-mail for this site, even if you
already have a Gmail account or other Google account.

On this site you will find:

Activity checklists so that you can keep up with assignments and track their completion.
Forms – This page lists hiring forms, evaluation forms, time sheets, etc.
Need a sub! – This is a forum for posting sub requests if you will be unable to work an assigned shift.
Policies and Procedures – All policies and procedures you will need to know regarding working at the circulation
desk can be found here.
Scheduled – In addition to our regular semester schedule, we have a “live” schedule posted, reflecting weekend
rotations, sub shift changes, current hours, etc.
Student Meetings – Information on student meetings including overviews, quizzes, videos, slides and other
related information can be found here.
Suggestion Box – If you have any suggestions or ideas that you would like to share, they can be communicated
directly to your supervisor or other staff member or you can use the online suggestion box found on our wiki.
Weekly updates – Weekly updates sent by email are archived here for easy reference.

Some features of the site include:

Search - the website is fully searchable. Type a keyword into the search box and you will get links to every
mention of that keyword on the site.
Comments – You can leave comments on most pages of the website if you have any questions and in fact, there
may involve activities that require you to leave comments.
Text message reminders – You can use the “live” student schedule to sign up for text message reminders of
upcoming work shifts. Please see the website for instructions.
The site will be logged in using a generic Google Account on all circ computers at all times. You will not be able
to leave comments or post to the Need a Sub forum, but you will be able to view all information. If you wish to
leave a comment or post for a sub, please log in under you own Google account.

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CUSTOMER SERVICE PHILOSOPHY
As a Circulation Assistant, you are a representative of the library and very important to our success. You are
often a patron’s first point of contact with the library and as such, it is important to make a good impression.
Here are a few important basics to get you started.

When dealing with library patrons, you should:

Acknowledge all customers as soon as they approach the desk.

Make eye contact and smile

Be friendly, polite and respectful. Your positive attitude is very important.

When dealing with difficult patrons, be polite and pleasant. If possible, refer any difficult patrons to a
library staff member. If there are no other staff members in the building, remain calm and pleasant. If
you are unable to resolve the situation to their satisfaction, take down their information and let them
know that someone will contact them as soon as possible. Business cards for Janet Hurlbert are kept at
the main circ computer station in the drawer. These can be handed out to patrons who feel they need
to follow-up with a staff member.

If a line develops, make eye contact with those who are waiting, smile, and let them know you will be
with them as soon as possible. If patrons will be waiting for more than a minute or so, ask another
library staff member for help.

Refer all reference questions to the librarian on call. See Reference section under Policies and
Procedures on the Google website for more information on how to handle patron questions.

Never end a transaction with “I don’t know”. If you don’t know the answer to their question, find
someone who does.

Go above and beyond for the customer. Think outside the box. Do the unexpected. Make someone’s
day.

Ask the customer if they have found everything they need.

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LYCOMING COLLEGE STUDENT EMPLOYMENT GUIDELINES
The following is reprinted from the Lycoming College website: http://www.lycoming.edu/financialaid/seGuidelines.html

Policies for individual departments are made at the discretion of the supervisor. There are, however, several guidelines
that every student worker should be aware of:

Appearance

Dress codes are dependent on the work required and are determined by the supervisor. Students should always use
good hygiene and maintain a well-groomed appearance.

Attendance

Offices that utilize student workers depend on them to do the assigned work. Students who accept a position as a
student worker have a responsibility to work their arranged hours. The following guidelines should be observed:

Be on time for work

If you must be late or absent, inform you supervisor immediately
In an emergency situation, call your supervisor as soon as possible
Follow the procedures for locating a substitute worker if such a policy exists

Supervisors may dismiss a student for incurring unexcused absences or lateness.

Confidentiality

Student workers may have access to sensitive material. It is imperative that confidentiality and discretion are maintained
at all times. Any breach of confidentiality may be cause for dismissal from employment. You should not:

discuss departmental issues outside of the department

discuss information about other students
remove or reproduce files for use outside the workplace

Student workers are also expected to be completely accurate with their time sheets. Misreporting of hours on a time
sheet may be cause for immediate dismissal from employment. Any forging or alternation of time sheets by a student is
a violation of the Honesty Code and students found guilty are subject to maximum penalty.

Public Relations

Student workers are representatives of the college. It is important to remember this when dealing with members of or
visitors to the campus community. Follow the instructions of your supervisor when dealing with visitors to your
department.

Training

Training may be informal sessions during your scheduled hours or it may be formal, arranged sessions held at scheduled
times during the year. Supervisors are responsible for providing adequate training to student workers. Student workers
are responsible for attending training sessions and participating fully in the learning process. It is essential that students
are competent in their positions.

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SNOWDEN LIBRARY CIRC DESK POLICIES

When you are staffing the circulation desk, please be sure to adhere to the following policies. Many of these
rules are in place so that we can provide the best customer service possible.

First impressions are lasting. Please remember that as a library employee, you represent the college and the
library and are often the first point of contact for library patrons.

Food and Beverages

Food and beverages are permitted while you are working, but should be limited to small snacks and should be
discreet. Please keep food off the counter and out of sight. The student desk area also provides some privacy
for snacks and beverages, but do not spend too much time at the desk during busy hours.

Studying and Laptops

Studying and use of personal laptops is allowed during slower time but must not be placed above customer
service. Be careful not to get too involved in studying and be sure to look up regularly and be aware of what is
going on in the library.

Student Desk/Counter
Students are to be seated at the counter during the following times:
Monday-Thursday 7:30 a.m. – 9:00 p.m.
Friday 7:30 a.m. – 5:00 p.m.
Sunday 5:00 p.m. – 9:00 p.m.

All other times, students may be seated at the student desk but should look up and scan the first floor
regularly and be prepared to help patrons. If you need to use the computer, please do so for no more than 20
minutes per shift. Alternately, as stated above, laptops may be used at the counter.

Visitors
Please limit conversations with friends to no more than a few minutes.
Please discourage friends from continually or regularly hanging out at the circulation desk.
Visitors are not allowed behind the circ desk. Work areas are restricted to employees only.
Student workers not on duty should limit their time behind the desk.

Access Codes and Passwords

At times it may be necessary for library staff to share passwords or other access codes with student
employees. Sharing this information with anyone outside of the library (or even other student workers) may
be grounds for dismissal.

Not Permitted at the circ desk:

Use of cell phones or texting
Use of headphones or earbuds
No computer games

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CONFIDENTIALITY

It’s not just our policy, it’s the law!

Under PA Law, Title 24, Section 4428:

Records related to the circulation of library materials which contain the names or other personally
identifying details regarding the users of the State Library or any local library which is established or
maintained under any law of the Commonwealth of the library of any university, college or education
institution chartered by the Commonwealth or the library of any public school or branch reading room,
deposit station or agency operated in connection therewith, shall be confidential and shall not be made
available to anyone except by a court order in a criminal proceeding.

In accordance with this statute and the Intellectual Freedom Committee of the American Library Association’s
recommendations, any information regarding library patrons – names, addresses, phone numbers, books
checked out, billing issues, research topics - is not to be given out to any requestor.

If a patron needs a book that has been checked out, we can help them place a hold on it but we cannot
give out any information regarding who currently has the book checked out. If a patron is insistent that
they need the book right away, please suggest E-Z Borrow or refer them to the circulation supervisor or
other staff member.

Please be sure not to leave any patron information up on the circulation screen, or in any publicly
viewed area, where another user might be able to see it.

DRESS CODE

Generally, what students wear to class is acceptable for work. Clothing should be neat and clean and in good
taste. Students must wear shoes. Name tags are to be worn at all times and should be left in the library at the
end of each shift.

What is not acceptable for the work environment is:

Clothing that might offend workers or patrons, which is distracting, or would cause comments (for
example, tee-shirts with messages containing ethnic, racial or sexist slurs or obscene language or
pictures)
Pajama bottoms
Hats, hoods or caps
For student safety, flip flops or open-toed shoes may not be suitable for certain projects
Short shorts
Tops that are too revealing (for example, no belly shirts)

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SCHEDULING/ATTENDANCE
Regular Weekly Schedule
At the beginning of each semester, students are asked to hand in their class schedule, along with shift and
schedule preferences. While every effort is made to accommodate preferences, there is no guarantee that you
will get your preferred shifts or your preferred number of hours. We are open over 100 hours a week and have
over 60 2-hours shifts to fill while working around everyone’s schedules and preferences. This can be a tricky
and difficult task and there will be times when students are asked to work shifts they would prefer not to
work. The more flexible an employee is (willing to work any shift, including weekends), the more hours they
are likely to get.

Hours per week

Hours per week tend to range from 6 to 10. Newer students will tend to be scheduled about 6 hours a week,
more experienced students, anywhere from 6-10. As per Lycoming College policy, students may not exceed 20
hours per week when classes are in session.

Substitutes
If you are unable to make a scheduled shift, it is your responsibility to find a substitute by posting to the
Google Need a Sub forum. It is very important to let the circulation supervisor know about any shift swaps or
schedule changes, even if they have already occurred. The circulation supervisor is responsible for verifying
everyone’s hours before approving payroll and cannot do so if there is no notation of schedule changes.

Finals/Holidays/Breaks
Student workers are needed during finals and on days immediately before or after many holidays and breaks.
If you are unable to work your regular shift due to leaving early for home or due to a final, it is your
responsibility to find a substitute. The circulation supervisor will send out reminders before finals and breaks
to give each worker plenty of time to make other arrangements.

Student Meetings
Student meetings are generally scheduled once a semester and attendance by all student workers is required.
If you are unable to make a meeting due to a class or required academic activity, you must inform your
supervisor and make arrangements for any make-up activities or assignments.

Inclement Weather
The College considers the Snowden Library an essential service during all weather conditions when classes are
in session. This means we are open during times that students are on campus, even if the rest of the college
closes or classes are canceled. Student workers are expected to show up for their regular shifts. Commuter
students should use their best judgment about whether or not they feel they can make it to work but are
responsible for finding a sub if they decide the driving conditions are too dangerous.

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Tardiness/Missed Shifts
Students are expected to be on time. If you are running late, please call the circulation supervisor or
the student worker on duty to let them know.
If you cannot come in for a scheduled shift and have not had time to find a sub, you are still
responsible for finding a replacement or for working the shift. If it is an emergency, please call the
circulation supervisor or other staff member on duty so that they may assist you in finding a sub.
For each missed shift or shift in which you are late, a warning will be issued. Three strikes and you will
no longer be employed by the library.

PAYROLL/TIMESHEETS
Employees are paid every two weeks through direct deposit.

Shifts are entered online through WebAdvisor. If you are unable to enter your hours through WebAdvisor for
any reason, you may submit a paper timesheet. Timesheets are kept at the student desk in the desktop filing
box and on Google Sites.

Please see Google Sites for instructions on how to enter your payroll hours:
http://sites.google.com/site/snowdencircdesk/policies-and-procedures/payroll

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EVALUATIONS
Evaluations for new hires will be conducted in or around November. All students (new hires and rehires) will
be evaluated each spring in or around March. The evaluation forms are based the Lycoming College employee
evaluations. A copy of the evaluation form is shown below:

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GROUNDS FOR DISMISSAL

Please note: The term supervisor applies not only to the circulation supervisor but is defined as any
staff member on duty at the time – director, librarian, library technician or proctor.

A. You as a student clerk may be dismissed from your employment with the Snowden Library for any of
the following reasons:

1. Refusal to do assigned tasks.

2. Frequent tardiness or absenteeism from work without prior permission of your supervisor.
3. Dishonesty in performing your job. Examples: stealing from the cash drawer, negating fines,
failure to perform proper checkout procedures.
4. Improper reporting of hours on a time card.
5. Unauthorized use of library materials, facilities, or supplies.
6. Consistently poor job performance or inadequate job skills.
7. Failure to maintain a positive service-minded approach towards library users, staff, or co-
workers.
8. Reporting to work under the influence of alcohol or a controlled substance.
9. Insubordination.

B. In case of failure to meet the library’s expectations as evidenced by one or more of the above reasons,
these procedures generally will be followed by your supervisor:

1. Verbal warning
2. Written warning
3. Dismissal

A supervisor may bypass step one and proceed immediately to step two if circumstances warrant. In
addition, the student will not receive any more warnings after step two, prior to employment
termination.

The Library Director maintains the right to terminate immediately the employment of a student library
clerk for serious violation of items A- 1 through 9 above.

C. If your overall job performance is determined to be marginal and after sufficient warning there is no
significant improvement, you will not be rehired for a subsequent academic term.

D. There is not an appeal process for a verbal warning. However, if you receive a written warning and feel
that it was unjustified, you may appeal in writing to the next higher level of supervision (which would
be the library director, Janet Hurlbert). In the event of dismissal, you may appeal, presenting written
documentation, to a committee composed of the immediate supervisor, another librarian, and the
library director.

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LIBRARY CODE OF CONDUCT

As a circulation assistant, it is useful to know not only what is expected of you, but also what is expected of
our patrons. The library code of conduct can be found on our website:
http://www.lycoming.edu/library/about/codeofconduct.html

Snowden Library Code of Conduct

The Code is designed to preserve the library as a place for research and study on a daily basis.

Snowden Library abides by Federal laws, the statues of the Commonwealth of Pennsylvania, local ordinances,
the Lycoming College Student Handbook, and other College policies that guide behavior on campus.
Presented here are particular guidelines for behavior within the Library. Violations of this code may result in
the loss of library privileges or further legal or disciplinary actions.

Disruptive behavior, excessive noise, and harassment of patrons or staff are prohibited.
Defacement of materials, equipment, or furniture is prohibited and may lead to criminal prosecution.
Use of any type of tobacco product is prohibited.
Appropriate use of copyright and licensed databases is the responsibility of the user.
The misuse of materials may lead to criminal prosecution.
Internet access is available only to members of the Lycoming College community.
Young children are welcome on an occasional basis, but must be accompanied and supervised by an
adult.
Library users who are not members of the Lycoming College community are guests of the Library and
College. They may be asked to leave if their behavior disturbs library patrons or staff.
Cell phones must be set to non-audible signals upon entering the library.
Covered beverages and small snacks are allowed in the library. Patrons should refrain
from eating around computer areas and dispose of all food containers in the appropriate receptacles.
Permission must be granted by the Library Director to photograph or film the library
and its users.
Solicitation for donations and signatures or operating a business is not allowed within
the library building.

Patrons having questions or comments about the Snowden Library Code of Conduct and
its application should contact the Associate Dean and Director of Library Services.

Adopted by the Faculty Library Advisory Committee, September, 2003

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SAFETY & EMERGENCY PREPAREDNESS
Working at the library involves or may involve, working with people in and outside the Lycoming College
community, working late hours, working when there is no other library staff on duty and the occasional
building emergency such as a water leak.

Listed below are a few general guidelines regarding safety and security. More information on Snowden
Library’s own emergency procedures and disaster preparedness plan will be provided during training.

Escort Service
From the Lycoming College website: “From dusk to dawn, the Department of Safety and Security will provide
walking escorts from and to any on campus location to members of the campus community.”

We strongly encourage all of our students to take advantage of this service when leaving work late at night or
at any other time you feel you need it.

General Guidelines
For general guidelines on power outages, water problems, fire and vandalism, please refer to the red Snowden
Library Emergency Procedures card located near each phone.

Campus Policies on Emergencies

The following is taken from the college Safety & Security website:
http://www.lycoming.edu/emergencyPreparedness/referencePage.html

In an extreme emergency, the campus emergency alert siren will be activated. The siren will sound for
approximately 90 seconds. Upon confirmation of an event, the siren will be activated in the following
situations:

Campus-wide Emergencies – Siren Activation

1. Active Shooter — Shelter in Place/Take Cover
2. Hostage Situation — Shelter in Place
3. *Hazardous Material Accident — Shelter in Place
4. *City-wide Hostile Event — Shelter in Place
5. *Weather Emergency (i.e., tornado) — Shelter in Place

*In the event of an emergency of this nature it is likely that the College will learn of the event through the
County Department of Public Safety (911). If the city sirens are activated, the College siren may be activated to
ensure the campus community is aware of the event.

**Shelter suggests that people who are outside when the siren sounds should, using reasonable judgment as
to which building to enter, go inside and stay put.

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Responding to the Siren

Shelter in place - If in imminent danger, and escape is not possible, seek shelter, stay put, turn off all lights,
and suggest all occupants seek cover, if possible.

Activate a cell phone to check for a text message (if subscribed to the College’s text message alert system), go
to the nearest (and safest) computer to check for an e-mail, or to a campus phone and call the College
Switchboard for a message from the College’s emergency message system. If in danger, remain as calm and as
quiet as possible and attempt to contact the Safety and Security Office (ext.4911 or (570) 321-4064) or the
Williamsport Police Department (911) to advise them of your location and the number of people in the room.
To help conceal your location, occupants’ cell phones should be on “vibrate.”

The police will assume control of the incident upon arrival and proceed with appropriate actions including
removing individuals from buildings when safe to do so. Staff, faculty and students should remain in their
location until either police or Safety and Security arrives to escort them out of the room. Follow all instructions
given by police officers or Safety and Security explicitly.

As with any emergency event, awareness of your surroundings and the events happening around you are the
biggest potential deterrent to preventing a hostage taking, criminal or terrorist act from occurring.

Alert Messages
At the activation of the siren, an alert message will be sent indicating the nature of the event, if known. The
message will be brief. Information and messages following the initial communication will be based on the best
available information at the time and the timing of additional messages will be dictated by the severity and
duration of the event and their approval by the agency in charge.

LYCOMING COLLEGE SEXUAL HARASSMENT POLICY

The information printed below is from the Lycoming College Student Handbook. Please visit the link below for
more information.

http://srv2.lycoming.edu/myLyco/all/studentAffairs/studenthandbook/sexualharassment.html

Lycoming College affirms the principle that its students, faculty, and staff have a right to work and study
without being subjected to sexual harassment. This is also Federal and state law.

The EEOC defines sexual harassment as unwelcome sexual advances, request for sexual favors, or other verbal
or physical conduct of a sexual nature. Sexual harassment occurs when (1) submission to such conduct is
made, either implicitly or explicitly, a term or condition of an individual's employment or academic status, (2)
submission to or rejection of such conduct by an individual is used as the basis for employment or academic
decision affecting the individual, or (3) such conduct has the purpose or effect of interfering with an
individual's work or academic performance or creating an intimidating, hostile or offensive working or
educational environment. If someone believes he or she has been sexually harassed, they are strongly
encouraged to report the incident to the College immediately and, hopefully, within six months of the
incident.

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