A22_16-T-0037_Attachment_B_Sample_Fee_Collector_Manual.pdf

ATTACHMENT B: SAMPLE OF FEE COLLECTORS HANDBOOK

Section Page #

Introduction 3

Purpose 3

Job Requirements 3

Uniforms and Personal Conduct 4

Working With the Public 5

Supplies 6

Campground Operations and Management 7

Reservation Information 9

Cancellation / No Show Policy 10

Changes to a Reservation 11

Camper Registration 11

Camping Permits 13

Iraq R&R Fee Waiver 13

Golden Age / Access / American the Beautiful Passes 14

Annual Day Use 14

Remittance of Money to the Park Ranger 15

Audits 15

Voided Permits 15

Refunds 15

Check and Cash Acceptance Policy / Complaints 17

Reports 18

Campground Policies and Procedures 19

Emergency Procedures 22

Radio and Telephone Use 22

Important Phone Numbers 23

Frequently Asked Questions 24

Table of Contents

INTRODUCTION

Welcome to Crosslake Recreation Area. We are very proud of our park and know you will be too. Being selected as our Fee Collector in the Entrance Station allows you a unique opportunity to enjoy our park and at the same time have the benefits of employment.

Our Park is located right in town of Crosslake, MN and is located on Cross Lake which is connected to the Whitefish Chain of Lakes. This unique area provides recreation opportunities to many diverse interests, including people fishing, boating and just spending time with family and friends in an outdoor setting. Settled in the heart of town, shopping and dining are in walking and biking distance.

This manual will provide you with the basic information you need to perform your duties at Crosslake Recreation Area. Additional information and clarification will be provided on the first day of the contract. Your attendance at this session is mandatory.

Our staff is always available to assist you. Feel free to contact one of our Rangers or Manager for any assistance you may need.

PURPOSE

The purpose of the Fee Collector program is to provide for the collection of camping and day use fees and to ensure a safe and enjoyable camping experience for our visitors. The Fee Collectors register campers into the campground, assist visitors with information, and provide assistance in case of emergencies.

Fee Collectors must remain friendly, concerned, helpful, and considerate at all times in dealing with the public. You are representing the Corps as a professional Fee Collector.

You are providing a public service and must exercise diplomacy at all times.

This manual will make clear what we expect of you and specifically outline the procedures you are to follow. In conjunction with the NRRS Operating Procedures Manual this manual will serve as the standard for your campground operating practices.

JOB REQUIREMENTS

You are, in most cases, the first person visitors will see when they arrive at our park. The impression you create at that first meeting will affect the camper’s impression of not only the park, but of the whole Corps of Engineers. Courtesy is essential!

Act friendly, even when you do not want to be. It is tough to be courteous when it is 98 degrees, the campers have been coming in all day long and ants have just eaten part of

Appendix 25 your lunch but it is extremely important. The camper arriving from Chicago with five screaming kids, three dogs and a heavily loaded car probably isn’t in the best of moods either. Remember that a big part of your job is to help make each visitor’s stay as enjoyable as possible. Let off steam after work, not during it.

Know your job. Answer questions courteously. If you do not know the answer, say so, then tell the visitor you will find out if they will check back with you later. Do not give out incorrect information!

UNIFORMS

Be attired in clothing that presents a clean, neat and professional appearance at all times.

The prescribed attire to be worn while performing official duties specified in this contract will include a collard shirt or blouse, trousers or slacks, and shoes. Knee length shorts are acceptable but T-shirts and tank tops will not be allowed.

PERSONAL CONDUCT

Fee Collectors shall not use any tobacco products while performing their duties.

Alcohol or any drugs (except prescribed medications) shall not be consumed while on duty or conduct themselves in manner unbecoming of their position as to bring discredit to themselves of the Corps of Engineers. If you are taking prescribed medications that might affect your job performance inform the Park Ranger on duty and make them aware of any possible side effects from the medication.

Fee Collectors will remain within hearing distance of the communication equipment (radio and telephone) during scheduled working hours, except when responding to visitor needs or making brief use of the restroom. Whenever the Entrance Station is left unattended, the windows and doors are to be locked securely.

No unauthorized persons, including relatives, friends, or volunteers are permitted behind the counter of the Entrance Station. Never bring other people to work with you, or have anyone else help or keep you company. You are the only individuals your contract authorizes to work in the Entrance Station. Any personal visitors are not allowed in the vicinity of the entrance station except when they are registering or paying fees. These visitors shall receive no preferential treatment regarding fees, site assignments or Corps and project policies.

Keep the back Entrance Station door locked for your safety so that no uninvited visitors may enter.

Keep the Entrance Station neat and orderly. Its appearance reflects on both you and the Corps. Only necessary information should be posted on booth walls. All information posted for the public needs to be approved by a Park Ranger.

Cooperate with Corps of Engineers employees in performance of their duties and with those who have contracts with the Corps of Engineers for custodial services and grass mowing.

You are subject to the same rules as our visitors. Inappropriate behavior in the park is not acceptable at any time, whether on duty or off.

When emergencies occur in the park, you may be the first to be questioned by reporters or curious visitors. Refer all inquiries and information you receive to a Park Ranger. Do not give out information to the media or visitors.

You are not permitted to carry, use, possess, or maintain firearms in the entrance station or recreation vehicle.

Friends or relatives who bring their own camping units will occupy a separate site within the campground and pay all applicable fees.

Vehicle: You are to provide and maintain a fully operable vehicle, for contract related transportation at no additional expense to the government in performance of duties required. Only street-legal motorized vehicles, which are licensed, and driven by drivers possessing a valid driver’s license, shall be operated on government property. The Contractor shall provide proof of vehicle insurance sufficient to meet State of Minnesota liability insurance requirements. Their use shall be restricted to the roadways. They shall be used for entering, exiting and in performance of required duties only.

The contractor or employees of the contract are not allowed to operate or ride along in government vehicles. The contractor or employees will park at the parking lot between the Entrance Station and site 118. Parking in front of the Entrance Station is not allowed.

WORKING WITH THE PUBLIC

Please remember to emphasize courtesy in all public contacts. Park users should always be given the benefit of the doubt when initially dealing with problems, with the emphasis placed on explaining the rule in question and in gaining compliance. (Unless, of course, the problem is so outrageous as to warrant immediate action). All conversations should occur in a normal speaking voice, and all problems should be approached cheerfully and courteously. The other park users will get a negative impression if they see Rangers or Fee Collectors who appear rude or discourteous, as those onlookers are unlikely to be aware of whatever incident or provocation caused your loss of temper.

An occasional angry visitor seems to come with the territory, and they normally come during periods when you’re the busiest. The best procedure is to remain calm and courteous. If they are angry because they disagree with or dislike the instructions you’ve given them, remain firm with your instructions but do not argue. If the person is upset about something outside of your control, politely explain that you would like to help them but are not able to. If the problem persists, arrange for a Park Ranger to meet them at their campsite if they are registered or ask them to pull aside and wait for the Park Ranger. You may also give them the name and office phone number of the Park Manager. Keep in mind that people are not arguing with you as a person, they are mostly venting their feelings against the government or a specific park policy.

Please be consistent in informing the users of park rules and regulations. If exceptions need to be made please discuss with the Park Ranger on duty. If a camper says that he or she has been allowed an exception to some rule, give that person the benefit of the doubt for the time being while you check it out with the Park Ranger on duty. (The application of this general rule is subject to your common sense; you can be sure that none of us would give permission to set off firecrackers or allow ATV use.)

Your role is to provide information to the public. You are to inform the public about our regulations, not enforce the regulation. Leave the enforcement up to the Park Rangers. You are the “good Fee Collector” informing the visitor of the rules and trying to keep the “bad” ranger from having to stop by their site.

Keep in mind that Park Rangers may make exceptions depending on situations and don’t take it personally if a Park Ranger makes an exception on a situation after you have informed the visitor about the rules.

SUPPLIES

Stationary Supplies:

Fee Collectors will receive basic stationary type supplies (pens, pencils, rubber bands, etc.) at the beginning of the contract period. Additional items will be supplied on request; notify the Park Rangers of your needs in writing. Please allow one-week lead-time for acquisition.

Entrance Station Equipment and Materials:

The following will be issued to the Fee Collectors for your use in the Entrance Station (In addition to the accountable property listed in the next section):

Stamp pad and rubber stamp Wall Calendar Brochures / publications Locking safe Fire Extinguisher First Aid Kit Telephone and Directory Computer equipment Cleaning supplies and equipment to clean the fee station

Computer equipment using ORMS software shall be used in the issuance of user permits.

The computer equipment is very expensive and may be easily damaged; therefore, Fee Collectors shall exercise extreme care around the computer equipment and follow all guidelines pertaining to the care of computer equipment. Fee Collectors shall make financial restitution to the Corps of Engineers for repairs or replacement costs of computer equipment damaged due to the negligent care by Fee Collectors.

The computers are for official use only.

Do not create your own forms for the public or flyers for the booth. If you have ideas or requests forward them to a Park Ranger.

Contractor Supplied Equipment and Materials:

As outlined in your contract, you are required to supply the following items:

Transportation to inspect park area Proof of a $5000 security bond

Accountable Government Furnished Equipment and Supplies:

Government furnished equipment/supplies for which you are accountable and will be required to formally sign for:

One Portable radio Keys Safe combination Annual Day Use passes

These items cannot be used for any other purposes other than items described in this contract.

CAMPGROUND OPERATIONS AND MANAGEMENT

Good job performance requires a full understanding of both the policies under which the campground is administered and the procedures by which that administration is carried out. This section is designed to explain and/or outline the policies and procedures used in operating the campground on a day-to-day basis.

ORMS is the program used at the park. ORMS Field Manger Manual will be available for your use throughout the length of the contract.

Check the supply of receipt printer paper regularly and be especially aware of upcoming periods when the park and permit use will be high. Notify a Park Ranger at least one week in advance that your supply of paper is low.

NOTE: Fridays and Saturdays are very busy. Do not wait until then to request supplies.

Opening Procedures for Each Day:

1) Turn on portable radio

2) Drive through the campground to determine occupancy before every shift. Reference the occupied site list printed at the closing the previous day.

3) Log on to ORMS

4) Review Daily Arrival Report (DAR) or report on computer.

Closing Procedures for Each Day:

1) Run two copies of the occupied site list for the Campground Hosts, one sorted by site and one sorted alphabetically.

2) Make note of how many electrical and nonelectrical sites are available.

This can be done by writing it the log shared between the rangers and fee collectors.

3) Update the Campground Pegboard.

4) Reconcile money and then close shift (financial session) for the day.

5) Restart computer so updates can be done overnight.

6) Turn off Radios.

7) Leave the change drawer open.

8) Lock the doors and windows.

Closing a Financial Session

1) You will have two financial sessions for the day; one for Crosslake Campground and one for Crosslake Day Use.

2) Make sure receipts are orderly; facing one way and straightened (not folded).

3) Stamp the back of each check. Write the Park ID # on the checks. If it is for Crosslake Campground write #3141. If it is a check for Crosslake Day Use; write #3354.

Other Daily Responsibilities:

The Fee Collectors will clean the entrance station daily (Wednesday – Sunday) this includes the following:

a) Interior walls, fixtures, counter tops and floors shall be kept free from dirt, dust, grease, litter and all debris.

b) Exterior walls shall be kept in a clean condition and free from insect nests, cobwebs and bird nests.

c) Windows (both interior and exterior) shall be kept clean and free of dust, spots and streaks.

d) Shelves, windows, counter tops, floors, and brochure holders shall be kept neat and orderly at all times.

e) All surfaces of the information board and telephone stand shall be cleaned to remove cobwebs, insect nests, bird droppings, and other foreign material.

f) Remove all cigarette butts and garbage from the cigarette ash urn.

Campground Tours:

Summer Season A minimum of three (3) complete tours of the campground shall be conducted each day to locate and contact campers who have not yet registered for camping.

The first tour will be completed between 8 am and 9 am. The second tour will be completed between 12 pm and 1 pm except on Mondays when a tour is not required. The third tour will be completed between 5 pm and 6 pm. A third tour of the campground is not required on Fridays. Additional tours may be necessary

Spring and Fall Season A minimum of two (2) complete tours of the campground shall be conducted each day to locate and contact campers who have not yet registered for camping. The first tour will be completed between 9 am and 10 am. The second tour will be completed between 4 pm and 5 pm except on Fridays. The second tour on Fridays will be completed between 2 pm and 3 pm. Additional tours may be necessary to ensure that all campers are registered.

The Entrance Station is to remain open during hours of operation.

RESERVATION INFORMATION

The National Recreation Reservation Service (NRRS) is the service provided by Reserve America who is under contract with the US Army Corps of Engineers, the US Forest Service, Bureau of Land Management and the National Park Service to provide campsite reservation services.

Reserveable Electric:sites: 22, 24, 26, 50, 51, 53-68, 70-77,80-83,85-94, 97-104, 106, 109, 111-119.

Nonelectric sites: 1, 2, 4, 7-12, 16, 17, 20, 21, 27-31, 36, 37, 41-46, 48, 49 .

Nonreservable-first come, first served:

Electric sites:52, 69, 78, 79, 84, 95,96,105,107,108, 110.

Nonelectric sites are 3, 5, 6, 13-15, 18, 19, 23, 32-35, 38-40.

People wishing to make reservations must do so by contacting Reserve America at 1-877- 444-6777 or on the internet at recreation.gov. Reserve America takes credit cards over the phone and internet. Reserve America will no longer take personal checks, money orders or travel checks for reservations. In the park these payment methods will still be accepted.

We recommend that customers use the internet to make reservations because they can look at a map of the campground and can see the park info, rather than having it read to them.

Reservations must be made at least 2 days in advance. For example, someone wishing to reserve for Friday must make reservations by Wednesday.

Reservations can be made up to 180 days in advance of customer arrival for individual sites. Group Shelter reservations may be made 360 days in advance.

Reservations for weekends must be made for two nights, and three nights on holiday weekends.

More information on reservations is on the “NRRS Policies” flyer that is available to hand out to the public.

CANCELLATION / NO SHOW POLICY

Cancellations These policies are designed to discourage reservations by people who do not fully intend to camp and make late and/or no cancellations, which limit the opportunity for resale.

Any changes or cancellation to a reservation made prior to customer arrival at the campground must be made by contacting Reserve America.

If a customer cancels a reservation more than 3 days prior to arrival, a $10.00 service fee will be charged.

If a customer cancels a reservation less than 3 days prior to arrival it is considered a late cancellation and a $10.00 service fee plus the first night camping fee will be charged.

No Shows NRRS policy is that sites will be held for the customer from check in time on the scheduled day of arrival until check out time the following day. If the customer does not arrive and does not cancel their reservation they will be considered no shows and charged the following:

- $20.00 service fee

- First night recreation fee

- Any fees remaining will be refunded to the customer

Our local policy for No Shows We will process “No Shows” in accordance with NRRS policy with the following guidelines:

1- Discuss with a Ranger and an attempt will be made to call the person to see if they plan to arrive and to let them know that it is being processed. (Some people do not realize there is a deadline).

2 - If someone calls to inform the park that they will be late, you will be notified by a ranger and we will try to accommodate people.

Contact the Ranger on duty if you have any questions or an unusual situation. Again, the Ranger on duty will make the final decision to “No Show” the site, after there has been an effort to contact the site and if there are other people waiting for a site to open up.

CHANGES TO A RESERVATION

Date Changes Its possible to change customers’ reservation dates, provided the site is available for the request period. The change may include extending, shortening, or completely revising the dates of the original stay period.

Reservation changes must be made by contacting the NRRS (ex. extended stay, early arrival) more than 3 days prior to arrival.

Changes made to a reservation less than 3 days prior to arrival must be made at the campground. We do not make those changes over the phone. We cannot make these changes before they arrive in the park.

We cannot guarantee the same (or any) site will be available sooner or later than the reserved dates. After changing the dates, the cart displays the difference in price between the new dates and the pervious dates. A transaction fee may also apply. The customer then has to an additional amount or gets a refund.

Its becoming more common where people will pay for an extra day for a extended check out. For example, a family is schedule to depart on Monday, but they check out late Sunday night.

Incoming Reservations Check the incoming camper list daily. Look ahead for at least three days. Monitor any changes that are made to the list.

CAMPER REGISTRATION

The following procedures are all necessary for efficient, rapid camper registration, although the sequence is somewhat flexible. Keep in mind, however, that friendly;

courteous service should never be sacrificed for speed, despite the temptation.

1) Greet the person and ask how you can help them. Ask if they have a reservation; if not ask if the person wants a particular site or area; many of our users are regulars who have specific preferences. If the camper does not have a preference or reservation, he or she should be encouraged to drive through and select a few acceptable sites. People must register before they set up on a campsite.

2) “Walk-in campers” (customers without reservations) should be directed to sites that are not reserveable. If the walk-in sites are full and no reservations are scheduled to arrive on that day or if someone is staying for one night and would prefer a site that is reserveable (check the incoming camper list), you may rent out a site for one day at a time. You must be sure to fully explain to the customer that reserveable sites may only be rented day-to-day unless no reservations are coming in at which we can rent up to 14 days –when park link is operating. Notification of reservations is usually received each day from Reserve America. Customers must make reservations at least 2 days in advance. Theoretically, this gives the campground a “2-day window” during which notification of all in-coming reservations should be received. In reality, the campground may not receive complete accurate information, for example – reservations may be incorrectly cancelled, number of days may be incorrect, park link may not properly import information, etc. For this reason, attempt to fill all the non-reserveable campsites first. After these are filled, only rent reserveable sites one day at a time unless availability can be accessed through Park Link. If you are in doubt, contact a Ranger.

When selling a campsite, enter all information required into the computer. This includes cell phone numbers, permitting they have a cell phone. In the past few years we have had a problem of getting a hold of people that are on site for emergency situations and visitors not departing the site by check out time. It is important to be able to get a hold of these visitors so we can resolve the issues.

3) Do not forget that the camper must be given a copy of the permit for their vehicle.

Please ask people with boats to post there the yellow Day Use Pass on their dash when using the boat ramp and parking area. Rules of the campground are to be stapled on the Day Use Pass before they are handed out.

4) Verify that the customer information is correct; you should look the customer information up in the system and make any necessary changes. This is important because if they request a refund and the information in the system is incorrect, we will not be able to process it and will have no way of contacting them to inform them that they will not get their refund. Customers that have been coming here for years may have outdated information in our system. We also need to have accurate customer information in the event that the site is vandalized or we have complaints; we can contact the registered occupant to investigate after they leave the campground.

5) Each registering camper and visitor should be given a copy of the Crosslake Newsletter and asked to please read the campground rules on the back.

Keep in mind…

Campsites are sold only to adults, 18 years or older. However, it is perfectly acceptable for children to be sent to the booth with money and their original permit to renew the registration but cross check to make sure they have given you the correct site number.

Only one site will be sold to one person.

Do not allow a family to register and pay for more than one site, unless they are staying on all sites. Make it clear that sites must be utilized (i.e. someone sleeping in equipment on each site). In no event will they be permitted to pay for or occupy an additional site for the purpose of reserving it for a friend or relative’s use later, even the same day.

When more than one reservation is made in one person’s name, we need to make sure to change the occupant information to a person that will be on the site and responsible for it.

Once a site has checked in, there should not be more than one site in one person’s name.

CAMPING PERMITS

The computer using the ORMS Software System generates all camping and visitor permits. Instruction on the use of the computer system will be provided during training days. You will be given a user manual that provides detailed instructions on the use of the ORMS system. Any problems that you may have with the computer should be answered in that manual. If they are not covered in the manual or you cannot define the problem immediately, please do not punch keys and hope that something will happen, as this will only make the problem worse.

IRAQ R&R FEE WAIVER

The Corps of Engineers will waive camping fees for active service personnel on temporary leave from duty in Iraq for the duration of the operation. The intent is to recognize the selfless service of these individuals to our Nation and the World.

Procedure:

1. Service personnel will be required to show ID and leave orders to obtain the waiver.

This applies only to family members accompanying the service member on one family site.

2. In ORMS: Enter as a “walk-in” and change the fees to $0. When the window pops up asking why, enter “Military furlough from service in Iraq.” Do not enter as a “problem site” to make the site free. We may need to track these in the future, so we need to walk them in and change fees.

People seeking a waiver for the day use fee can be put into the computer the same way.

Just change fees to $0 and make sure that you fill in the customer info do not leave it General Public in order to track this for the future. This waiver does not apply to the Annual Day Use Pass.

GOLDEN AGE PASSPORTS / AMERICA THE BEAUTIFUL SENIOR PASS

The Golden Age Passport has been replaced in 2007 by the America the Beautiful (AtB) Senior Pass all existing Golden Age Passports will still be honored. The Corps of Engineers is currently not authorized to issue the new America the Beautiful Senior Pass however it will be honored the same as a Golden Age Passport.

Both passes allow for half off the regular price of camping fees, annual passes and day use fees.

The new pass may be purchased for the same one time $10 fee at a number or locations see Appendix.

GOLDEN ACCESS PASSPORTS

The Golden Access Passport has been replaced in 2007 by the America the Beautiful Access Pass all existing Golden Access Passports will still be honored. The Corps of Engineers is currently not allowed to issue the new America the Beautiful Access Pass however it will be honored the same as a Golden Age Passport.

Both passes allow for half off the regular price of camping fees, annual passes and day use fees.

Golden Age/Access Discounts If a customer is entitled to a golden age/access or AtB senior/access discount, you will need to see the card and a piece of ID to verify. Upon indicating in ORMS that the customer receives a discount, you will need to enter the card number.

If the customer made a reservation at the golden age/access or AtB senior/access price, you will be asked to verify that they are entitled to the discount. If they are not, you need to indicate so and collect the remaining fee.

If they did not make a reservation at the reduced rate, the Fee Collector should help them fill out the refund request form for ½ reductions in fees and leave it at the booth. They will receive a refund within 8 weeks.

Golden Eagle Cards/National Park Passes Are Replaced with America the Beautiful Annual Passes The Corps does not issue or honor these cards in the campground.

ANNUAL DAY USE PASSES

Annual day use passes for using the Upper and Lower Boat Ramps are sold for a price of $30. These are sold as a POS item in ORMS.

1. Be sure to fill out the receipt (there are three copies for each pass issued. The copies correspond with the permit number).

2. Make sure that you also affix the month and year sticker to the hanging tag.

SHIFTS: ORMS Operator Shift Management You will reconcile and close shifts daily. If there are any discrepancies, make adjustments in the adjust column. (This includes making sure your totals are correct for Payment methods, check numbers are correct, etc.)

If you are not able to find the discrepancy, or are unable to correct it: leave your shift open and contact a permanent Ranger for assistance. (This can wait until the following day; please do not call a Ranger at home for this).

Once a shift is closed, changes cannot be easily made.

If your shift is left open and you need to open the booth before a Ranger has assisted you, it is ok to continue collecting on the open shift. The shift “total” will be for the total amount you have collected since you opened the shift, and will not track it by day.

REMITTANCE OF MONEY TO THE PARK RANGER

A Ranger will collect money from you on a regular basis. The collection will be done based on how much money has been collected and how much time has passed. When the money is collected and all of the receipts match the amount received, a form will be given to you stating amount collected. To be prepared for Collection you must first make sure all your shifts are closed out in ORMS.

A park ranger will count the money with each fee collector before the money is collected for the Bills for Collection (BFC). A Ranger will notify you when there will be a BFC.

AUDITS

A Park Ranger will randomly perform audits. The following methods will be used:

Records/reports will be checked to assure that all information has been entered properly.

Annual Passes on hand and issued will need to be accounted for.

Rangers will randomly inspect permits issued to campers and visitors to assure fees were assessed and charged correctly.

VOIDED PERMITS

Permits are voided when a mistake has been made in filling out the permit or if the camper changes his/her mind before leaving the entrance station. If you have any questions as to voiding a permit and the situation, please contact a Park Ranger.

Permits can also be voided if a camper has an emergency and needs their money back if it occurs on the same day/same shift it was collected. These are properly referred to as voids, not refunds. This must be an exceptional circumstance, such as an emergency of magnitude that would reflect unfavorably on the Corps and the U.S. Government. A Park Ranger must approve these situations.

All voided permits are tracked, and all copies of the receipt must be saved.

REFUNDS

As a general rule, we do not approve refunds. If a customer has an emergency (illness, death, or a mistake made by the contractor or us) a refund will be approved. A Park Ranger must approve all refunds.

Because all funds are processed through ORMS software and the NRRS we CANNOT give refunds at the park.

When a customer makes a change or cancellation BEFORE arrival at the campground, all refund requests must be made through the NRRS.

When a customer makes a change AFTER arrival at the campground, the refund request form is filled out on the computer at the campground. Park Rangers are the only ones authorized to approve refund requests, this can be given orally to the Fee Collectors.

Even if the refund is processed in ORMS, we need the request form completed for our records. Be sure to tell the customer that refunds generally take 8 weeks to process.

Be sure to get the proper dates the customer is requesting the refund for. (Ex: if they paid for 5 nights and want 2 nights refunded, make sure you do not enter the entire stay in the date column).

Refunds may be subject to service fees.

Refunds are based on the original method of payment. For example, if initial payment was made with a bankcard, the approved refund will be credited back to the customer’s bankcard.

If the payment was made by other means (check, cash) the customer has the option of a check refund.

We cannot refund POS items at this time. If an error has been made that can not be solved by voiding the permit (on same day/same shift) and this is necessary, contact a Park Ranger.

CHECK & CASH ACCEPTANCE POLICY

Single party personal checks are accepted with the following provisions:

• For exact amount only.

• Assure the written dollar amount matches the numbered dollar amount.

• Written out to NRRS

• Compare signature on driver’s license with check signature.

• Write the driver’s license and phone number under the customer’s address on the check if it is not already printed on it.

• Verify that the address is correct and current. If the address on the check is not current, do not accept. We cannot accept checks that are not “pre-printed” with name and address.

• Stamp the back of the check with “Pay to any FRS or General Depository for credit to the U.S. Treasury”. The stamp is provided. Write park ID #3141 on front of check.

We accept Traveler’s Checks with the following provisions:

• Assure you will have at least $50.00 in cash remaining in the change fund.

• Encourage the smallest denomination they have.

• Compare the old signature with the new signature on the traveler’s check with each other and with the driver’s license signature.

No Second party checks are accepted. This includes personal, government, or payroll checks. We don’t accept two party checks because it is against federal regulations and because our accounting procedures won’t allow it.

We do not accept foreign currency or checks, including Canadian. Only U.S.

currency and checks payable by a U.S. Bank are authorized.

ORMS procedures…

• It is important for tracking purposes to correctly enter the payment method and enter check number in correct column.

• Do not click “accept payment” until you have the payment in your hand.

COMPLAINTS

Occasionally a visitor will ask the procedure for complaining about some aspect of the Corps’ operation of Crosslake Recreation Area. If a visitor relays a complaint verbally, write down the pertinent details and pass the message along to the Park Ranger.

However, you should encourage the individual to file a written complaint that he or she can leave at the entrance station or mail to the office. Don’t hesitate to give out the mailing address:

Corrine Hodapp Southern Headwaters Supervisor U.S. Army Corps of Engineers Crosslake Recreation Area 35507 County Rd 66, P.O. Box 36 Crosslake, MN 56442

• All NRRS complaints should be referred to a Park Ranger.

• All complaints about other users, contractors or employees need to be referred to a Park Ranger.

REPORTS

Incident Reporting If an incident occurs make sure you call a Park Ranger immediately. If they are not able to respond right away please write down all the important information, including who, what, where, when and why.

Remember that with the exception of our own campground / resource management regulations, law enforcement is a function of the Crosslake Police Department. The report of a theft, accident, assault or other criminal violation must be passed on to a law enforcement officer. If a Park Ranger is not available to report the incident, please contact the Crosslake Police Department office directly.

The Fee Collector shall cooperate with Government personal in safeguarding Government property. The contractor shall be responsible for reporting all acts of vandalism, larceny, or pilferage to the Supervisory Ranger; insure that the entrance station doors and windows are locked each time the building is left unattended; and cooperate with all Corps of Engineer employees and other contractors in performance of their duties.

Customer Alerts in computer system We do have the capability of creating alerts that are attached to a customer record. These alerts should be entered upon Park Ranger approval only as they will be viewed by anyone in the NRRS system that accesses that customer record.

Alerts automatically pop up when we check that person in. If an alert pops up when checking someone in, follow the guidelines if any are given. Notify a Park Ranger of any alerts if they are no longer valid they will have you delete them.

We use alerts for two reasons:

• To notify you if someone is not permitted in the campground. Please contact a Park Ranger if someone tries to check in who is not permitted in the campground.

• To notify you if a customer was involved in a serious issue in the past. In some cases, they may be permitted in the campground, but the Rangers need to be reminded of problems we’ve encountered in the past with that customer.

• Fee Collectors are allowed to enter alerts into NRRS, please verify all alerts with the Park Ranger on duty before entering alter into the system.

CAMPGROUND POLICIES AND PROCEDURES

Parking on the Site All wheeled vehicles must fit and be driven entirely on the graveled pad of the site.

All motorized vehicles in the campground must be licensed, street legal and operated by a licensed driver. Electric and gas powered scooters that do not have a license to operate on the state roadways are not allowed on the roads in the park. No motorized vehicles are allowed off road in the park.

Altering Landforms No digging or leveling of any ground in the park is permitted. Any action to change a natural resource of an area is prohibited.

Garbage / Wastewater All trash, garbage and debris must be kept picked up during their stay and prior to departure.

Dishwater and other waste must be disposed of in proper facilities, not on the ground.

There should be a bucket, holding tank, or other catch basin for wastewater. The water can then be disposed of at the trailer dump station or in appropriate wastewater dump stations but never on the ground, in portable toilets, or in to river waters.

Arrival Times Check in time is 1:00 p.m. It is important to take note of a site that may have come in the previous night. Make sure you back date the arrival date and charge the visitor for the previous night.

14 Day Limit Camping by an individual or group is limited to 14 days in any 30 day period anywhere in the park. If a camper stays for 14 straight days they are out for 16 days before returning, they may not simply change sites within the campground.

The 14 day limit is based on occupants AND camping equipment. We do not permit the games of “musical campsites, musical campers or musical camping equipment.”

Reserve America may make a reservation for a group for more than 14 days. For example, they could have a 14-day reservation under one person’s name and a back-to-back reservation under someone else’s name. It is your job to catch that. Solve the situation if you are able to; contact a Park Ranger for clarification or assistance if needed.

Visitor Hours Visitor hours end at 10:00 p.m. Be sure to inform users of visiting hours.

Quiet Hours Quiet Hours are from 10 PM to 7 AM during this time only registered campers are allowed in the site areas campground. Day users should be out of the park during these times as well, exceptions are the people using the boat ramps to launch boats for fishing or island camping.

Campsite Capacity Fees will be charged on a per site basis rather than a per family basis. One fee per site registration should be paid within a reasonable time after the chosen campsite has been occupied. Use your own judgment, if you have to ask campers more than twice contact a ranger.

The maximum amount of equipment, allowed on one site is: One recreational vehicle (pick-up camper, motor home or one travel trailer) plus one tent or two tents. Case by case exceptions may be made with dependant children occupying a third tent however this needs Ranger approval.

Unoccupied sites If a sold site is not occupied by a person, even if a camping unit is there, when the Fee Collector leaves for the night, that fact should be noted for the Rangers. Purchasing sites for the purpose of reserving them will be firmly discouraged. Please notify a Ranger in these instances.

Dump Station Use of the dump station by units not camping in the campground will cost $5.00 per vehicle, paid to the Fee Collector at the Entrance Station. These are entered in the computer under a POS item.

Registered Occupant It is important to have the correct site occupant listed. No more than one site should be in one person’s name. This is important in the case of notifying them in the case of an emergency, helping their visitor’s locate them when they arrive and to have someone responsible for the site in the event of a problem.

One person can reserve up to 4 sites from Reserve America. When you check the group in, you need to make sure occupant information is changed.

At the campground, only one site will be sold to one person.

Site Transfers Campers are permitted to transfer to another site. Encourage them to find a site that is non-reservable, especially if they are planning to stay more than one night.

Day Use Day Use is permitted in all areas of the park during normal open hours 7 AM – 10 PM except campsites. Many people come in to the park and fish from shore or picnic which is allowed as long as they are not impeding the use by others or prohibiting the use of a campsite.

Comfort Stations The Comfort Stations are only open to the campers. The showers open 24 hours a day with the exception of posted cleaning times. There is a new POS button under the Day Use Launch Pad for a shower charge. The shower charge is at $2.00 fee for non campers.

Golden Age/Access AtB Senior/ Access Pass Policies The Golden Age, Access and AtB Senior Access Passes are valid only for the campsite the passport holder is occupying and may not be used to purchase vehicle passes or campsites for others.

Check out time Check out time is 12:00pm noon. If people would like an extension, it needs to be approved by the park ranger. Granting an extended checkout time depends on site and volunteer availability. We are firm on the 12:00pm check out.

Picnic Tables Each campsite is equipped with one picnic table. Although it would be nice to accommodate campers’ requests to have additional picnic tables, we will not be moving picnic tables around. There is a possibility in the future where we offer this luxury for a fee or rental.

Fireworks It is illegal to use any fireworks anywhere in the park; this includes anything that is lit even sparklers.

Lost and Found Found items document where item was found the item must be turned in (under Federal law finders are not keepers) to the Park Ranger or the ORMS at the end of each shift.

The Park Ranger will record all lost and found items on the Lost and Found Log in the office. The Park Ranger will coordinate all lost and found articles and information, and should be consulted whenever inquiries are made about lost and found items. When someone inquires about a lost article, always fill out a lost report, in case the item is found after his or her departure.

If an item is not claimed within 90 days the item will be sent to the finder if he or she wants it. Unclaimed items worth more than $25.00 will be converted to Government use or sold.

Special Events Music festivals, Camporees, events for profit, fishing tournaments etc.) Must be coordinated with the Park Ranger by the sponsors.

EMERGENCY PROCEDURES

In the event of an accident or serious injury:

A. Render any life saving first aid that you are trained to provide. Do not attempt to extricate vehicle accident victims unless fire is an immediate concern.

B. Call an ambulance by dialing 911, if necessary. In non-life threatening situations make it clear that the victim pays for the ambulance, not the government. In life threatening situations or when serious injuries are present, call the ambulance without delay.

C. Contact the Park Ranger or Park Manager as soon as is reasonable

D. Control traffic and/or crowds, if necessary, for safety.

E. Call the Sheriff and/or Fire Department as required by dialing 911.

F. If a telephone is not available, try to use your radio to call for assistance and to request a phone call to 911.

G. RADIO AND TELEPHONE USE

The use of proper radio procedures are necessary to eliminate confusion and misunderstanding, to insure that both Corps and FCC radio use guidelines are followed, and to provide for the most efficient use of the radio system.

Keep in mind that park visitors near the booth and Corps personnel hear the radio transmissions. Fee Collectors shall not say anything that may be interpreted by park visitors as unprofessional.

General radio use guidelines are as follows:

a) The radio is to be used for official business only.

b) Calls are to be kept short, if a long conversation is necessary, use the telephone if possible.

c) Use plain English during the conversation; avoid using slang, local jargon, or the 10-code, and don't swear.

d) The proper procedure for making a call is use first names to identify yourself and then identify the person you are calling.

Other examples of appropriate ways to call a Ranger:

o Entrance Station to Ranger on Duty o Bob to Ranger o Bob to Deb o Entrance Station to available Ranger

e) Think about what you are going to say before transmitting.

Telephone Calls The Entrance Station is for business purposes. The Entrance Station phone will not ring for all incoming calls to 218-692-2025 or 651-290-5793. Outgoing calls can be made on the Entrance Station phone. In order to do this press 9 +1+ Area Code + Number. The Park Administrative office can transfer calls up to you. It is also possible to contact each phone by the 4 digit extension number.

Telephone Numbers Crosslake Recreation Area Outside Lines:

xxxxxxxxx

Other Important Numbers:

Crow Wing County Emergency 911 Nonemergency 218-829-4749

Reserve America 877-444-6777 Reserve America Helpdesk 877-345-6777

Commonly Asked Questions

• There are 118 sites.

74 Electrical Sites 44 Nonelectrical Sites 6 of the Nonelectrical are Tent Only Sites

• 27 Non Reserveable sites 11 are electrical 16 are non electrical

• Fees

$26 for electrical sites $20 for non electrical sites $40 for Shelters

$5 for dumping (non campers) $3 boat launch (non campers)

$1 for swimming (non campers)

• Water Shut off October 1st.

• Reserving shelters on recreation.gov o Shelter #1: Gazebo (Lake Side) o Shelter #2: Pavilion (River Side)

• Park ID# for NRRS o Crosslake Campground # 3141 o Crosslake Day Use #3354

The Contractor shall comply with all current applicable federal, state and local safety and occupational health laws, rules, and regulations and must complete all work in a safe manner in accordance with EM 385-1-1 Safety & Health Requirements Manual. An online version can be reviewed at http://140.194.76.129/publications/eng-manuals/em385-1-1/2008_English/toc.html.

**Also the Fee Collector Handbook is a working document. The U.S. Army Corps of Engineers reserves the right to make changes in this Handbook for the sake of making improvements to operate and manage the Recreation Area more efficient.**

Appendix http://140.194.76.129/publications/eng-manuals/em385-1-1/2008_English/toc.html http://140.194.76.129/publications/eng-manuals/em385-1-1/2008_English/toc.html