A02_Appendix D - Park Attendant Handbook 2024.pdf

Appendix D

WAPPAPELLO LAKE

PARK ATTENDANT'S HANDBOOK

ST. LOUIS DISTRICT

U.S. ARMY CORPS OF ENGINEERS

Table of Contents

Section 1 – Introduction

Section 2 - Appearance and Conduct

Section 3 - Campsite Registration Yellow Tag Vehicle Tag Sample Free Camping Pass

Section 4 – Reservations

Section 5 - Computer Failure

Section 6 - Campsites and Recreation Fees

Section 7 - Day Use Issues

Section 8 - Day Use Fees

Section 9 - Campground Regulations

Section 10 - Radio Use

Section 11 - Lost and Found Lost and Found Receipt

Section 12 - Theft and Robbery

Section 13 - Directory of Forms

Section 14 - Collection and Transmittal of Fees

Section 15 - America the Beautiful Passports

Section 1 - Introduction

This set of guidelines will assist you in learning your job. It should also serve as reference while you are on the job. These guidelines are considered a minimum of what you need to know to perform your duties correctly. Read them carefully. Ask questions about sections you do not understand before you begin work. Additional guidance will be given during orientation and training. Procedures as outlined are subject to change due to operational requirements and changes in computer programming.

The information in this handbook will be reviewed during the training. Please bring this handbook to the training to facilitate the training.

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Section 2 - Appearance and Conduct

A Park Attendant is usually the first person visitors will see when they arrive at the campground. The impression you create at that first meeting will form the opinion campers have not only of the lake but also of the Corps of Engineers. You influence customer's impressions in how you treat them, in your appearance, and in how you act in both the fee booth and in the campground.

1. Everyone likes to be treated courteously, and visitors to the lake are no exception. The public is, after all, paying for these facilities and rightfully expects to be treated in a friendly manner.

a. Treat each person like you're glad to see them. Everyone likes a friendly greeting.

b. Know your job. Answer questions courteously. If you do not know the answer, say so. But tell the visitor you'll find out if they will check back with you later. Do not give out wrong information! Ask a ranger if you do not know the answer.

c. Always act friendly. Even if you are having a bad day, do not take it out on the visitor. Remember that an important part of your job is to provide services which help make each visitor's stay as enjoyable as possible.

d. Tactfully discourage loitering at the fee booth by the visiting public.

Having a customer hang around the booth may interfere with another's ability to get good service.

e. You may be the first to be questioned by reporters or curious visitors when incidents, accidents, fires, or fatalities occur in the campground, or at other locations around the lake. You should refer all inquiries to the Lake Project Office or to the Park Rangers on duty if outside normal office hours. They should know the whole story and know what information can be released. If you know something that the Lake Project Office or the Park Ranger does not know - tell them.

f. Campers may not like what you tell them to do. Remain calm and courteous but be firm. If you're right, do not back down. If you make a mistake, try to correct it. Most importantly, learn from mistakes and try not to make them again.

2. Your appearance plays a role in how the public judges your knowledge and expertise.

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a. Park Attendants shall remain fully clothed while on duty.

b. Clothing must be neat in appearance and appropriate for meeting the public. The Contracting Officer will have the final say on what is considered appropriate.

c. Park Attendants shall wear a name tag for identification, which will be provided by the government.

d. For safety reasons, sandals and open-toed shoes will not be allowed.

3. The appearance of the fee booth also plays a role in how the public judges your effectiveness.

a. Keep the fee booth neat and orderly, inside and out. The windows should be clean; floors swept and mopped; and bugs, nests, and spider webs should be removed. The impression one gets when walking into a messy store is that the owner does not know what he or she is doing. Besides, other people have to work in that booth too.

b. Only necessary information should be posted on fee booth windows. Let a ranger check the wording before you post something.

c. Personal radios and televisions are allowed inside the booth. However, their use must not interfere with your duties as a park attendant. Such items will be placed in inconspicuous locations. Any wiring or installation of antennas will be done only after consultation with and approval by the Contracting Officer.

4. Your behavior in the booth affects how customers view your competence and authority.

a. Smoking is not allowed in the fee booths or in any other government-owned building. It is O.K. to smoke, but do it discreetly away from the fee booth.

b. Park attendants may not be under the influence of alcohol or drugs while on duty. In addition, no alcohol or drug (except prescribed medications) may be used or consumed during duty. Notify the Contracting Officer before commencing duties if you have a serious medical condition, or if you are taking prescribed medications that may affect your job performance. Also, make the Contracting Officer aware of any possible side effects from the medication. The unlawful use of controlled substances while on federal property may result in criminal charges.

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c. The park attendant shall remain within hearing-distance of the communication equipment in the fee booth during scheduled working hours. The park attendant may leave the booth while, checking site occupancy, responding to visitor needs within the campground, and calls of nature. A sign should be posted at the booth notifying the public that the booth is temporarily closed and will reopen shortly. Leaving the booth unattended for lunch is not permissible.

d. The booth must be locked at all times, and money should be kept out of sight.

e. Visitors are not authorized to enter the booth. This includes relatives that are not a part of this contract and friends of any type. During your duty hours, you are the only person authorized to be in the fee booth, with the exception of Park Rangers and other Corps of Engineers staff.

5. Your behavior in the campground influences other camper's behavior. If they see you do something, they assume that it is a permitted activity.

a. How you spend your time during off duty hours is your business.

However, remember that you are subject to the same rules as our visitors. This includes, but is not limited to parking, licensing, and operating requirements for vehicles.

b. Park attendants who chose to live in the campground during the summer are not entitled to any special privileges. Unless you receive special permission from the Contracting Officer, avoid actions that are violations of Corps regulations.

c. Persons living with you in the campground, working under this contract or not, are subject to the same rules and regulations as park visitors.

d. You are not permitted to use or possess firearms of any type in conjunction with your duties as a Park Attendant.

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Section 3 - Campsite Registration

The park attendant's primary duty is to register campers and maintain camper records in the computer system. If the computer system is not functioning, see Section 5 - Computer Failure for information on registering campers when the computer is unavailable.

1. Site Selection - There are two types of incoming campers arriving at the fee booth - those who have reservations and those who do not (referred to as walk-ins). In addition, campers may arrive with Free Camping Vouchers.

a. Campers who have a reservation have a site set aside for them.

If the customer has only one reservation in their name, you may check the customer into the computer immediately, following procedures provided in the "Computer Quick Guide – Check-in a Reservation".

If the customer has more than one reservation in their name, they must select which site they will physically occupy. You may check them in on that site. Again, you will follow the procedures provided in the "Computer Quick Guide – Check-in a Reservation".

b. Campers who do not have reservations will need to make one prior to setting up on a site.

Provide the customer with a list of available sites and if needed allow them to go into the park and confirm which one they want.

Advise them to return to the booth to make the reservation before setting up on the site because someone else could have booked it online during the time it took them to view the available sites.

When the customer returns to the booth, register the customer in the computer following procedures provided in the "Computer Quick Guide - Walk-in Procedures".

C. Campers who have a Free Camping Voucher (sample pg 10)

Provide the customer with a list of available sites and if needed, allow them to go into the park and confirm which one they want.

Advise them to return to the booth to make the reservation before setting up on the site because someone else could have booked it online during the time it took them to view the available sites.

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Notify the patrolling ranger that a customer with a camping voucher has arrived. The ranger will place a hold on the site and wave camping fees.

Once the hold is placed, you may check them in on that site. You will follow the procedures provided in the "Computer Quick Guide – Check-in a Reservation".

2. Handouts - When a customer is checked in or registered, they should receive the following documents:

a. A Yellow Post Tag (instructions on pg. 8)

b. A Vehicle Tag for each vehicle registered (instructions on pg. 9)

c. A computer-generated receipt for any money collected

d. A copy of Title 36

e. A copy of the Park Information Guide

f. A map of the lake (if requested)

g. A map of the campground (if requested)

h. Any other handout materials as provided by the project office

3. Campground Surveillance

a. The park attendant shall perform regular surveillance of the campground, making notes of campers who have left and campers needing to register.

b. This surveillance should be done at least twice daily, once before the booth opens and again around 3 pm (just before check out time).

c. The park attendant should not, in general, directly contact customers, requesting that they register or extend their stay. Instead, they should contact a ranger and report their no-pay status.

4. Campground Policies

a. If your records say a site is taken, it is taken. Do not give a site to someone else unless you know FOR SURE the site has been vacated.

Encourage campers to leave equipment at their sites. However, we cannot require them to do so.

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b. Tell the campers that they need to drop off their yellow site tag at the booth when they vacate the campground.

c. Tell the campers that if they wish to check out early, they must notify you or leave a note on their yellow site tag to let you know they have left.

Generally, campers are not checked out early unless we are notified that they have left.

d. Reservations are site specific. A customer with a reservation for a specific site has rights to that site. If a new camper has setup on a reserved site, the new camper will be required to move.

e. Checkout time is 4:00 PM. All campers whose permits expire must either renew the permit and pay for another night or vacate their site by that time. A camper who does not vacate by 4:00 PM may be charged for an additional night’s camping. Checkout time is extremely important for campsites in the reservation system - reserved sites are guaranteed to be available at 5:00PM.

f. A responsible person in the camping party must register for the campsite.

We are not generally allowed by law to define a responsible person by age.

If adults do not appear to be present at a campsite, the best policy is to alert a ranger to the situation.

g. It is very important to hand out campground regulations to all campers and visitors. If a citation is issued to an individual for violation of one of these regulations, our case will be greatly hindered or perhaps even dismissed if the violator has not been informed of the regulations through the handout procedure. Your role in this is extremely important. See to it that each group receives copies of the campground regulations each time they register. If a party is only paying a few days at a time, and they have already been presented a copy of Title 36 at their original registration, for our purposes, they have been adequately advised of the rules.

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Yellow Tag

Yellow tags (LMS Form 617) shall be filled out and used to help with campground control. Fill out the tag using a black permanent magic marker. Mark the tag with the check-out date and the site number, according to the sample below.

Give the tag to the camper with the instructions to place it in the metal holder on the campsite post marking the site as soon as they register. Also, ask them to return it to the booth when they check out so you know for sure that they have left the campground.

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Vehicle Tag

Vehicle tags (MVS Form 338) shall be filled out and used to help with vehicle control. Fill out the tag using a black permanent magic marker. Mark the tag with the campground initials, check-out date, and the site number, according to the sample below.

Give the tag to the camper with the instructions to hang the tag on their rear-view mirror with the numbers facing out. Point out to the camper that the back-side of the vehicle pass provides an abbreviated list of campground rules. Also, notify the camper that the vehicle pass permits the camper to use the boat ramps and beaches during their stay at no additional fee.

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Sample Free Camping Voucher

FREE-NIGHT 19-008

CAMPING

COUPON

Expiration Date: November 2019

This Camping Coupon allows the bearer three (3) nights of free camping at Wappapello Lake.

This coupon is good for one site in Greenville, Peoples Creek Lower, Peoples Creek Upper, Redman East, and Redman West Campgrounds.

Issued to:

Reason for Issuance:

Search for the Science Stone – Week 10 Winner6

Issue Date: August 8, 2019

Authorized by:

Jackie M Taylor Operations Manager

To be completed by campground attendant

Date Used: _______________

Campground: _____________________ Site: ______________

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Section 4 - Reservations

Other important duties of the park attendant are to track incoming reservations and to make future reservations at the booth.

1. Reservation Policies

a. In each campground all sites are designated as reservable.

b. Reservations can be made at any time prior to arrival, and up to 6 months in advance.

c. The camping fee for reservations must be paid in full at the time the reservation is made. Payment may be made with credit or debit card only.

d. Reservations may be made in the following ways:

By using the Recreation.gov application on their smart phone.

On-line at Recreation.gov

By calling Recreation One Stop at 877-444-6777

By making a reservation in person at the campground the reservation will be for.

e. Park attendants may make reservations at the booth for customers who come to the window, following procedures provided in the "Computer Quick Guide - Create a Reservation". However, they may not make a reservation for a customer by telephone.

2. Tracking Reservations

a. The computer system provides a powerful tool for tracking reservations.

b. Park attendants are responsible for generating daily reports for incoming campers, and making notes of new, canceled, and changed reservations.

c. Many park attendants find it helpful to fill out the yellow post tag and vehicle tags for reservations in advance and paperclip them to the handouts to facilitate rapid check in.

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Section 5 - Computer Failure

There are times when the computer is not functioning properly due to problems in the hardware, software, or telecommunication. When this occurs, you will be able deal with incoming reservations, but will not be able to

1. Incoming Reservations

a. It is very important that you are aware of which sites are registered or reserved since the computer is not available to protect you from a double booking. If the computer is expected to be down for an extended period, you will be provided with reports which will provide you with the incoming reservation information.

b. You will need to note what reservations arrived while the computer is unavailable so you can check them in when the computer becomes available. You will still need to verify address and ATB pass information.

Use the Express Check-in form (Sample on page 13)

c. You cannot accept a credit card while the computer is down. As a result, you will be unable to modify a reservation while the computer is down. This includes the following circumstances:

Customer incorrectly applied a discount pass and needs to pay full price. Notify a ranger. This will have to be resolved when your computer is back up and running.

Customer wishes to extend their stay. The customer will need to make a separate reservation for the additional dates. See paragraph 2 below for more details.

Customer wishes to leave early and as due a refund for unused days.

Make a note of this early departure and process it when your computer is back up and running.

2. Incoming Campers without an existing reservation.

a. An incoming camper without a reservation cannot be registered at the booth when the computer is down because payment cannot be collected. Advise these campers that they need to contact R1S to make their reservation through the following options:

By using the Recreation.gov application on their smart phone.

On-line at Recreation.gov

By calling Recreation One Stop at 877-444-6777.

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3. Updating the computer when it becomes available

Customers who came in under reservations and walk-in who made a reservation once they arrived

Check in the reservations, following procedures provided in the "Computer Quick Guide - Check In a Reservation".

You must check in the reservation, even if the customer has already left - it is the only way we have a record that the customer actually arrived on the reservation.

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Section 6 - Campsites and Recreation Fees

1. At Wappapello Lake, the majority of sites are classified as single capacity sites.

The only exemptions are designated double sites, which are double capacity sites.

2. The total number of camping units for single capacity sites is limited to one recreational vehicle or trailer and three additional tents. If no recreational vehicle is on the site, a maximum of four tents will be permitted. A total of eight people are permitted on single capacity sites.

3. The total number of camping units for a double capacity sites is limited to two recreational vehicles or trailers and six tents. If no recreational vehicles are on the site, a maximum of eight tents will be permitted. A total of sixteen people are permitted on double capacity sites.

4. Please be aware that not all sites can accommodate the maximum equipment allowed or all types of equipment. Detailed descriptions and photographs of each site are available on the Recreation.gov website.

4. Fees are assessed on a per-site basis. Fees are outlined each year in the "Park Information Guide" as follows:

a. Class A campgrounds:

Standard Single Electric

Standard Single Electric, Water, and Sewer

Standard Single Electric and Water

Premium Double

Walk/in single tent

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Section 7 - Day Use Issues

1. Day Use activities inside the campgrounds

a. Picnickers may not picnic in a camping area, just as campers may not camp in a picnic area. Unoccupied campsites and their facilities are intended for the use of campers, not picnickers.

b. Picnic shelters are available on a reservation basis for a $50.00/day permit, if desired. Shelters may be reserved by contacting Recreation One Stop by phone or through the recreation.gov website. Shelters which have not been reserved may be used on a first-come first-served basis, at no charge.

c. Other campground facilities - such as showers, comfort stations, and shoreline access - inside the campgrounds are intended for the use of campers. If you suspect someone that is not a camper is using these facilities, please report it to a ranger.

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Section 8 - Day Use Fees

1. The Corps was authorized to charge day use fees when Congress enacted the Omnibus Budget Reconciliation Act of 1993 to reduce the national debt. The funds generated from these fees are used to help pay the operation and maintenance costs in the Corps’ recreation program

2. At Wappapello Lake, day use fees are charged for the use of Redman Creek, Rockwood and Peoples Creek beaches and many of the Corps-owned boat launch ramps including Sundowner, Redman Creek , Rockwood, Chaonia North , Chaonia South, and Peoples Creek.

3. Persons who are currently camping in Corps of Engineers campgrounds and have current vehicle tags are not charged additional use fees for using the boat ramps or beach. Their camping fees pay for the use of these facilities. Please ensure that your customers are aware of this.

4. Golden Age, Golden Access and all America the Beautiful Passes provide free day use access. Customers must display their pass in a hangtag.

5. Users may pay day use fees on a day-by-day basis or by purchasing an annual pass.

a. Fees paid on a daily basis are paid in honor vaults or Automated Fee stations located at each facility.

The customer takes a day use envelope, fills out all applicable information, places the money in the envelope, tears off the tag attached to the envelope flap, puts the envelope in the vault, and hangs the tag on the rear-view mirror. If the vehicle does not have a rear-view mirror, the customer may place the tag on the dashboard.

The boat launch ramp fee is $5.00.

The beach use fee is $5.00 per vehicle

b. A customer may also purchase a COE annual pass, which is a hang tag that hangs on the rear-view mirror. COE Annual passes are available at the campground fee booths, the Visitor Center, and the Project Office.

COE Annual passes are valid one year from the month of purchase.

COE Annual passes cost $40.00. Customer may transfer the annual pass in any vehicle from which they are in.

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6. Procedures for selling a COE Annual Pass

a. Each annual pass has its own receipt in triplicate. A handwritten receipt must be completed for each annual pass sold. The customer will receive the top copy. The second copy will be stapled to the computer-generated receipt and remitted in the Bill for Collection (See Section 15 - Collection and Transmittal of Fees), and the third copy will remain in the annual passbook to be returned at the end of the season.

b. The sale of annual passes must be entered into the computer, following procedures provided in the "Computer Quick Guide - Point of Sale".

c. Payment may be made by credit or debit card only. COE Annual Passes cannot be sold if the fee booth computer is down because payment cannot be collected.

d. The customer will receive two receipts - the handwritten one from the annual passbook and a computer-generated receipt.

7. Exchanging a receipt from an automated fee machine for a COE Annual Pass

a. A customer may purchase a temporary Annual Pass from an automated fee machine and exchange the receipt for a COE annual pass at a campground fee booth, or visitor center. Also, each patrolling ranger will carry a supply of COE Annual Passes for exchange purposes only.

b. The visitor must provide a receipt from an automated fee machine that is for a temporary annual pass and the dates must be legible. If the pass is older than 14 days, it will still be exchanged.

c. Fill out the annual pass receipt book with the required information. DO NOT enter the pass into R1S. Each annual pass has its own receipt in triplicate. A handwritten receipt must be completed for each annual pass sold. The customer will receive the top copy. The second copy will be stapled to the automated fee machine receipt and remitted within the same envelope as the R1S remittance. The third copy will remain in the annual passbook to be returned at the end of the season.

d. The hangtag will display the month the pass was purchased. For example, if the pass is purchased in August but not exchanged until September, the hangtag will have an August month sticker placed onto it.

e. The customer will receive one receipt - the handwritten one from the COE annual passbook.

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Issuing COE Annual Passes

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Section 9 - Campground Regulations

As a park attendant, you should have an understanding of Corps of Engineers Regulations. Although you will not be enforcing any of them, you do have a responsibility to become sufficiently familiar with them to be able to answer questions.

The following is a partial list of the regulations you are most likely to encounter. If you have questions concerning any other Corps regulations, ask a Ranger.

1. The following regulations are selected from Title 36, Chapter 3, Part 327, "Rules and Regulations Governing Public Use of Water Resources Development Projects Administered by the Chief of Engineers".

a. "Camping is permitted only at sites and/or areas designated by the District

Engineer." Camping anywhere else on the project is not allowed.

b. "Camping at any one or more campsites at any one project for a period longer than 14 out of any 30 consecutive day period is prohibited without written permission from the District Engineer."

This means a total of 14 days in any 30-day period, not 14 consecutive days. A customer may not camp for 5 days, leave 2 days, camp 5 days, leave for another 4 days and return for more than 4 days - they will have accumulated 14 days in 20 days. The customer will have to be gone for 10 days before they can be permitted to return to that campground.

At Wappapello Lake, the 14-day rule is enforced at the campground level. Campers are allowed to leave one campground and go to another one without being considered in violation.

c. "The unauthorized placement of camping equipment or other items on a campsite and/or personal appearance at a campsite without daily occupancy for the purpose of reserving that campsite for future occupancy is prohibited."

All non-reserved sites are available on a first-come first-served basis to campers that are ready to camp.

As a park attendant, you can play a big part in helping the Ranger staff with this regulation. When campers come to the fee booth to register, particularly prior to holiday weekends, ask them if they intend to spend the evening. If they leave the campground with the intention of not returning that evening contact a Ranger and request that the individual remain at the booth until a ranger arrives.

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c. “Personal property of any kind shall not be left unattended upon project lands. After a period of 24 hours, unattended personal property shall be presumed to be abandoned.

This regulation applies to all personal property, including camping equipment on registered campsites. Campers cannot leave their campsite unattended for more than 24 hours.

As a park attendant, you can help the Ranger staff with this regulation. If you become aware of a registered site where the occupant hasn’t been on site for more than 24 hours (eg. Went home during the week and is only camping during the weekends, leaving their site unoccupied), let a ranger know.

d. "The digging or leveling of any ground or the construction of any structure without written permission of the District Engineer is prohibited."

d. "Campers, picnickers, and all other persons using a water resources development project (lake) shall keep their sites free of trash and litter during the period of occupancy and shall remove all personal equipment and clean their sites upon departure."

2. The following regulations are contained in the Park Information Guide and are authorized by Title 36, Section 327.12a.

a. "A responsible person must register within a reasonable time after a camp is established or when the fee booth opens. Check out time is 4:00 p.m."

b. "Campground roads and facilities are to be used by registered campers and their visitors only. Interfering with or restricting the use of the shoreline by boaters or other lake users is prohibited."

c. "Roadways in recreation areas administered by Corps of Engineers are open only to licensed vehicles and licensed drivers."

d. "Parking on the grass in any location, along roadsides, or in such manner to obstruct traffic is prohibited."

e. "All wheeled vehicles, including but not limited to mopeds, minibikes, boat trailers, motorcycles, and other vehicles, must be kept on camping pads registered to vehicle users or in designated parking areas. All motor vehicles must be parked lengthwise on the camp pad except at sites with irregularly shaped pads. Empty boat trailers may be stored on the grass provided that they are moved on and off the grass by hand."

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f. "Picnic tables and lantern holders must remain on gravel surfaces at campsites with gravel impact areas."

g. "All wastewater must be collected in a container and disposed of in authorized disposal facilities. In primitive areas where sanitary facilities are not provided, human waste must be buried 100 feet from any body of water and/or campsites."

h. "To avoid tree damage, hanging lanterns are to be suspended a minimum of 8" from the side of the tree and 24" from overhead limbs. Do not drive axes, nails, or other objects into trees."

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Section 10 - Radio Use

Radios have been provided in each fee booth for communications with the Administration Building, patrolling Rangers, and the other fee booths at the lake.

These radios are to be used for official business only.

1. Do not use radios for chit chat.

2. Never use abusive or revealing language on the radio.

3. Remember that many people hear you every time you talk on the radio, maybe even campers standing within earshot of another radio. Radio traffic on Corps radio frequencies at Wappapello Lake is recorded on a twenty-four-hour basis and can be played back to determine date, time and origination of all radio calls.

4. The 10-Code is not used on Corps radio frequencies.

5. Try to memorize the call numbers of other fee booths and the patrolling rangers.

Avoid using names over the radio.

6. When calling, state the number you are calling once, followed by your number once. Example: 5545; this is 5546.

7. If you do not get an answer right away when you call someone, wait 20-30 seconds before calling again.

8. Know what you want to say before you call. Be concise and to the point. Keep your radio transmissions as brief as possible. If you need to discuss something in detail, use the phone.

9. Refrain from making unnecessary radio transmissions. However, you are required to answer all radio calls to your booth.

10. At the end of a statement say the word "over" so the other party will know it's their turn to talk.

11. At the end of a transmission say your call numbers followed by the word "out."

12. Never use the phrase "over and out."

13. To ask someone to give you a telephone call, ask them "Can you give me a land line please?"

14. KEEP RADIO TRAFFIC TO A MINIMUM!

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Section 11 - Lost and Found

1. Lost Items

a. If a person comes to the booth to report that he has lost an item, call the office to see if it has been turned in.

b. If the office does not have the item, then fill out the Lost and Found Receipt (LMS Form 342) with the following information.

Date item was lost Lake Name Circle that the item was lost Information Taken By (your name) Mark that the item was lost and fill out the customer's name, address, and telephone number.

Provide as accurate description of where the item was lost.

"Peoples Creek site 23" or "Peoples Creek boat ramp parking lot".

Try not to simply say "Peoples Creek campground" unless that's all the customer knows.

Provide as detailed description of the item(s) lost. We get a lot of key rings, glasses, and purses turned in each year. A good description of what was lost, including how many keys, what kind of keys, what color glass frames, what the purse is made of, etc., helps quite a bit.

c. Turn the completed form (both copies) over to the next patrolling ranger to be filed at the Administration Office.

2. Found Items

a. Whenever someone turns in an item that has been found, you must fill out the Lost and Found Receipt (LMS Form No. 342). You must provide the following information:

Date item was found Lake Name Circle that the item was found Information Taken By (your name) Mark that the item was found and fill out name of the person who found the item, address, and telephone number.

Provide as accurate description of where the item was found.

"Peoples Creek site 23, on picnic table" or "Redman Creek boat ramp parking lot, by Automated Fee Machine". Try not to simply say "Peoples Creek campground"

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Provide as detailed description of the item(s) found. We get a lot of key rings, glasses, and purses turned in each year. A good description of what was found, including how many keys, what kind of keys, what color glass frames, what the purse is made of, etc., helps quite a bit. Get as much detail as possible.

Turn the completed form (both copies) and the found item over to the next patrolling ranger. All found items are stored at the Project Office.

b. If the owner of the found item claims it before you can turn it over to the ranger, fill out the section of the form "Property Released To". W rite in the owner's name, address, and telephone number, and the date the item was released. Also, have the owner sign the form. Give the carbon copy to the owner. Turn the original into the patrolling ranger to be filed at the Project Office.

c. A Lost and Found Receipt must be filled out for all found items, even if you return the item to the owner shortly after it is given to you. These completed forms are the only record available to prove that the property has been returned to the proper owner.

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Lost and Found Receipt

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Section 12 - Theft and Robbery

1. If a theft is reported in a campground, give the camper the telephone number for the county sheriff's office. It is better to have the camper make the call so that he/she can answer any questions asked. You should also notify your patrolling ranger as soon as possible so that an incident report can be made.

2. Record the name, address, and site number of the person reporting the theft and get the details of the incident. Give this information to the patrolling ranger as soon as the ranger arrives. Make it clear to the camper that the theft is under the jurisdiction of the county sheriff and that it is the camper's responsibility to ensure that the sheriff is notified.

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Section 13 - Directory of Forms

TITLE 36 Rules and Regulations Governing Public Use of Water Resources Development Projects Administered by the Chief of Engineers

MVS FORM 338 Vehicle Tag

LMS FORM 314 Privacy Act

LMS FORM 342 Lost And Found Receipt

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Section 14 - Collection and Transmittal of Fees

This section is included for information only - as of 2020,Wappapello Lake does not collect fees in the form of Cash, Check, or other paper funds.

1. You, as a park attendant, will collect fees for camping, reservations, and sales of annual passes. All funds collected will be processed through the computer system and receipts will be provided to customers.

2. You are responsible for ensuring that the money you have collected balances with computer generated reports. Your contract may be terminated by the Contracting Officer in the event of unbalanced receipts, unaccountable receipts, and/or unbalanced funds.

3. You are responsible for the security of the money from the time you collect it until you mail it to the bank. As such, you may not do the following:

a. Lend the money b. Use the money

c. Deposit the money in a bank, or

d. Mix the money with your personal money.

4. You must provide your own change. Ensure that you have enough to get you through the day when your shift begins.

5. Customers may pay their fees by credit card.

6. Fees will be transmitted by the Contractor once a week or when accumulated monies exceed $5,000, whichever comes first. Instructions for transmitting the fees are in the "Computer Quick Guide - Bill for Collection Instructions" and "Computer Quick Guide - Transmittal of Bill For Collection".

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Section 15 - America the Beautiful Passports

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INTERAGENCY

STANDARD OPERATING PROCEDURES – 2024

REVISED NOVEMBER 2023

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TABLE OF CONTENTS

What’s New

Pass Program Background

Law

Pass Program Background

Official Name

Interagency Passes and Associated Pass Materials

Pass Options

Frequently Asked Questions – Overview

Pass Program – General Topics

Signs and Other Materials

Design and Security Features

Supplemental Materials

Supplies (Hole Punch, UV Black Light, Barcode Scanner)

Photo Contest: Share the Experience

Golden Age and Golden Access Passports

Exchanging “old” Golden Passports

Digital Passes

Motorcycles

Misuse – Red Check Mark System

General Rules and Benefits for Interagency Passes

Verify pass ownership and validity

Frequently Asked Questions – General Pass Program

Annual Pass

Frequently Asked Questions – Annual Pass

Senior Annual Pass

Frequently Asked Questions – Senior Pass

Senior Lifetime Pass

Frequently Asked Questions – Senior Pass

U.S. Military Annual Pass

Frequently Asked Questions – Military Pass

U.S. Military Lifetime Pass

Frequently Asked Questions – Military Pass

Access Pass

Frequently Asked Questions – Access Pass

Cover photo: Inyo National Forest by Peter Thomas .

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4th Grade Pass and Every Kid Outdoors Program

Frequently Asked Questions – 4th Grade Pass

Volunteer Pass

Frequently Asked Questions – Volunteer Pass

Supplemental Materials – Hangtag

Frequently Asked Questions – Hangtags

Supplemental Materials – Decal

Frequently Asked Questions – Decals

Inventory and Ordering

Ordering Passes and Related Materials

Damaged or Missing Stock

Sales and Accountability

Pass Sales

Upgrades

Voids/Refunds/Returns

Exchanging Receipts from Automated Fee Machines

Damaged Passes

Lost or Stolen Passes

Pass Misuse

Accountability

Third Party Sales Agreements

Where Are the Interagency Passes Accepted?

Definitions and Websites

Appendices

Appendix A - Statement of Permanent Disability for Lifetime Access Pass Issuance

Appendix B - Recreational Site Bulk Order Form

Appendix C - Interagency Pass Marketing Policy and 3rd Party Agreements

Appendix D - Examples of ID Cards for the Interagency Military Annual and Military Lifetime Passes

GENERAL INFORMATION

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WHAT’S NEW?

• The Passholder Two option on the back of the Annual Pass has been removed, making all Interagency passes consistent with one signature .

• The text below the signature line on Annual Passes has been changed from “Passholder Signature (Required)” to “Print and Sign Name – Not Valid Without Signature and Passholder Being Present”

• The FLREA website https://doi .sciencebase .gov/flrea will be updated with data for the next triennial report to Congress in 2024 .

• The Appendix has been consolidated . Previous content has either been added to existing chapters in the SOP or websites are now listed to find forms and brochures that were previously included .

• The Pass Issuance List at https://www .nps .gov/planyourvisit/pickup-pass-locations .htm may be filtered by state, pass type and agency then printed or saved as a pdf . Contact your recreation fee manager if changes are needed to your site .

PASS PROGRAM BACKGROUND

Law Congress passed the Federal Lands Recreation Enhancement Act (FLREA), Public Law 108-447, fee collection authority in December 2004, replacing the Recreation Fee Demonstration Program (Fee Demo) and the Land and Water Conservation Fund Act . The FLREA law authorized the Department of Agriculture’s Forest Service (USDA FS) and the Department of the Interior’s National Park Service (NPS), Fish and Wildlife Service (FWS), Bureau of Land Management (BLM), and Bureau of Reclamation (Reclamation) to charge fees at federal recreation sites which meet certain criteria and to reinvest a majority of the revenues into enhancing the site . The law also established the America the Beautiful – the National Parks and Federal Recreational Lands Pass Program (Interagency Pass Program) . The Interagency Pass Program was implemented on January 1, 2007 .

The U .S . Army Corps of Engineers (USACE) sites began participating in the Pass Program on January 1, 2016, with authority through The Water Resources Reform and Development Act signed into law June 10, 2014 .

The National Park Service Centennial Act, signed into law on December 16, 2016, stipulated changes to the Senior Pass: Senior Lifetime Pass price will be equivalent to the Interagency Annual Pass price;

add an Senior Annual Pass for $20 beginning August 28, 2017; allow upgrades for a visitor who purchased four Senior Annual Passes and would like to exchange all four passes for a Senior Lifetime Pass at no additional charge . A senior pass holder with fewer than four Senior Annual Passes may exchange these annual passes for a Senior Lifetime Pass as long as they pay the difference between the paid sum of the purchased passes and the Lifetime Senior Pass price . The Senior Annual Passes do not have to have been purchased in four consecutive years; NPS (only) must deposit its Senior Pass sales proceeds to two newly established funds: Second Century Endowment and National Park Centennial Challenge Fund .

In 2019, the Every Kid Outdoors Act, part of S . 47 The John D . Dingell, Jr . Conservation, Management, and Recreation Act (Natural Resources Management Act), required the Secretaries of the Interior and Agriculture to jointly establish a program to provide all U .S . fourth graders with a free pass to public lands and waters for themselves and their families .

On January 1, 2021 The National Defense Authorization Act for FY 2021 (PL 116-283) passed, with Section 625 making a free pass available to Gold Star families .

https://doi.sciencebase.gov/flrea/exec-1

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On December 27, 2021 The National Defense Authorization Act for 2022 (PL 117-81) was signed into law, with Section 641 making a free lifetime pass available to veterans and Gold Star families .

Pass Program Background Recreation fees generated through site entrance fees, standard amenity day-use fees, and the America the Beautiful – the National Parks and Federal Recreational Lands Interagency Pass Program are a vital source of revenue . This revenue is used specifically for improving federal recreation facilities and services that directly benefit visitors .

The Interagency Pass Program offers a suite of interagency annual and lifetime passes (interagency passes) that provide U .S . citizens and visitors a cost-effective and convenient way to access federal recreation lands .

80 to 100% of the Pass Program’s proceeds are used for projects and services that directly improve and enhance visitor recreation services .

In 2007, an Interagency Pass Program was established as a collaborative initiative of the Department of Agriculture’s Forest Service (USDA FS) and the Department of the Interior’s National Park Service (NPS), Fish and Wildlife Service (FWS), Bureau of Land Management (BLM), and Bureau of Reclamation (Reclamation), and later, the U .S . Army Corps of Engineers (USACE) .

An Interagency Pass Program workgroup with representatives from each participating agency promotes consistency among the agencies, manages the program, develops policies, and incorporates new ideas to maintain a high-quality program supported by the public and partner organizations .

Objectives of the Pass Program include:

1) Making interagency passes convenient to purchase and use .

2) Integrating technology to continually improve data collection and prevent misuse .

3) Offering a high-quality product that promotes federal recreation lands support and stewardship .

4) Promoting partnerships and educating stakeholders about recreational opportunities on federal recreation lands .

The Interagency Pass Program covers overhead costs associated with managing the program with funds generated by individual pass orders through central sales channels, including USGS and other partner sales . The Interagency Pass Program manages product design, production, fulfillment, customer service call center, and marketing . Participating agency sites are only responsible for paying bulk order shipping costs . Pass sales through the interagency central sales channels benefit all agencies that participate in the Interagency Pass Program .

New interagency annual and lifetime pass options were created when FLREA established the “America the Beautiful – the National Parks and Federal Recreational Lands Pass” Interagency Pass Program on January 1, 2007, replacing the Golden Eagle Passport annual pass, Golden Eagle Hologram, Golden Age Passport lifetime pass, Golden Access Passport lifetime pass, and the National Parks Pass (“old passes”) . All “old pass” stock should have been destroyed and documented according to sites’ agency policies .

While the older versions of lifetime passes are no longer issued, all are still valid for the lifetime of the pass holder and must be accepted where interagency passes are accepted .

No longer issued but still valid and accepted:

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Official Name of Interagency Pass Program and Passes FLREA legislation established the name of the program’s interagency pass as “America the Beautiful – the National Parks and Federal Recreational Lands Pass .” The phrase, “America the Beautiful” is trademarked and may not be used by itself when referring to the interagency passes or pass program . Using the acronym “ATB” is also not permitted .

Interagency Passes and Associated Pass Materials Interagency passes are available at participating federal recreation sites that charge entrance or standard amenity day-use fees . Some passes are available through the official online channel (USGS Store) and at some retail locations that have valid pass reseller agreements .

1) Annual Pass: $80 .00 anyone can purchase this pass .

2) Senior Annual Pass: $20 .00 available for U .S . citizens and permanent residents who are age 62 or older; valid for one year from purchase month .

3) Senior Lifetime Pass: $80 .00 available for U .S . citizens and permanent residents who are age 62 or older; pass does not expire .

4) Military Annual Pass: Free annual pass for current U .S . military members and their dependents .

5) Military Lifetime Pass: Free for Gold Star family members and U .S . military veterans; pass does not expire .

6) Access Pass: Free for U .S . citizens and permanent residents with documentation of permanent disability; pass does not expire .

7) 4th Grade Pass: Free for current U .S . 4th grade students with valid Every Kid Outdoors voucher .

8) Volunteer Pass: Free annual pass after completing 250+ hours of volunteer service on public lands .

9) Hangtags: Hangtag allows pass to be displayed from rearview mirror at unstaffed sites .

10) Decals: Window sticker for pass holder with a registered open-top vehicle .

Pass Options There are several interagency pass types . Many sites also offer other passes that are specific to their site .

Inconsistent fee types and the variety of pass options can be challenging for visitors to navigate . Staff can direct visitors to the best pass for them by asking a few quick questions at the beginning of their interaction .

Taking this opportunity to explain options and show the connection between our agencies may help minimize confusion while promoting the benefits of the Interagency Pass Program . It is important that visitors know they have options, whether it is paying a day-use or entrance fee, purchasing a site-specific pass, or buying an Interagency Annual Pass .

Fee collection staff at field sites are the faces of customer service for our agencies . Training staff to ask some key questions will go a long way:

1) Is anyone with you today at least 62 years old and a U .S . citizen or permanent resident?

2) If the visitor’s car has a license plate indicating a disability you might ask, “Does someone in the vehicle have a permanent disability?”

3) Is anyone in the vehicle a veteran, Gold Star family member or currently in the U .S . Military or a dependent of a current U .S . Military member?

4) Do you recreate on federal lands at least a few times per year? In the same location or region?

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5) Will you be visiting several federal recreation sites this year OR on this trip?

6) Did you know that if you visit this site and/or a few more federal recreation sites over the next year, you could save money by purchasing an interagency pass that is valid at thousands of federal areas?

Frequently Asked Questions – Interagency Pass Program Background

1) Which agencies participate in the program?

a . Bureau of Land Management (BLM) https://www .blm .gov b . Bureau of Reclamation (Reclamation) https://www .usbr .gov c . Fish & Wildlife Service (FWS) https://www .fws .gov d . USDA Forest Service (USDA FS) https://www .fs .usda .gov e . U .S . Army Corps of Engineers (USACE) https://www .usace .army .mil f . National Park Service (NPS) https://www .nps .gov

A representative from each of the six agencies forms an Interagency Workgroup that oversees the program .

2) Why don’t all federal recreation sites accept or issue the passes?

a . Not all federal recreation sites charge entrance or standard amenity (day-use) fees .

b . The interagency passes cover entrance or standard amenity day-use fees, but do not cover parking fees, expanded amenity fees, tour fees and some other types of fees .

c . Not all federal recreation agencies participate in the program . For example, Tennessee Valley Authority sites do not issue interagency passes, but may honor the Senior and Access Passes for camping discounts, and Military and 4th Grade Passes for day-use fees .

Encourage visitors to contact sites directly for information about pass acceptance .

d . Private concessioners who may…