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Attendant Assist Parking FAQ


Entering the garage and parking during Attendant Assist mode
What is the Attendant Assist parking mode in the Stata Garage?
How do I park my car during Attendant Assist parking mode?

Departing garage, retrieving keys
How do I retrieve my keys?
Do all Stata parkers relinquish their keys to the CSR or Attendants?
Is the Attendant Assist program only for some of the Stata parkers?
What if I lose my claim check?
What if my automobile is damaged during Attendant Assist parking?
What if the vehicle keys are misplaced?

Additional questions and details
What are the benefits of Attendant Assist parking?
Can I get the specific details? How does this work throughout the day?
Where are Attendant Assisted parking spaces?

Entering the garage and parking during Attendant Assist mode

What is the Attendant Assist parking mode in the Stata Garage?

On September 15, 2017, a new Attendant Assist parking program will launch in the Stata Garage. The garage will enter “Attendant Assist mode” once all of its regular lined spaces are filled with parkers (Monday-Friday only).

After enough Stata Garage permit holders have entered the garage and parked, filling all of the regular lined parking spaces, the garage will transition to Attendant Assist mode, adding capacity at the garage. During this mode, Attendants will direct parkers to aisle spaces, will keep vehicle keys in a lockbox, and will move vehicles from aisles into lined spaces as they become available throughout the day.

Attendant Assist parking will be available Monday-Friday but will not be available on the weekends.

How do I park my car during Attendant Assist parking mode?

  • Once the regular lined parking spaces are full, the garage will enter “Attendant Assist” mode.
  • In this mode, parkers entering the garage will be greeted by the Customer Service Representative (CSR). The CSR will inform the parker that the garage is in Assist mode and the driver will now park with the assistance of Attendants, who will be on each level of the garage. The CSR will direct the parker to a designated level, where the Attendant will greet the parker and direct them into the next available aisle space.
  • The Attendant will fill out a three-part claim check, noting:
    • The license number, make, and model of the vehicle, as well as the location of the vehicle in the garage
    • Any damage observed by the Attendant, who will perform a vehicle inspection
  • The Attendant will collect the vehicle key from the parker and will store it in the locked key box. Key boxes will be located on each level of the garage.
  • Three-part claim check distribution:
    • Part 1: with the key in the locked key box
    • Part 2: on the vehicle dashboard
    • Part 3: to the parker for vehicle retrieval
  • Throughout the course of the day, as regular parking spaces become available, Attendants will move aisle vehicles into regular lined spaces and will update the claim checks with the new vehicle locations. Customer vehicles will not be moved to a different floor of the garage but will be kept on the floor where originally parked.

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Departing garage, retrieving keys

How do I retrieve my keys?

7:00 AM – 11:30 PM

  • Customer Service Representatives at the garage provide keys
  • Parkers will proceed to the garage level where their car is parked and will be met by the floor Attendant.
  • The Attendant will request the customer claim check, will retrieve the customer key from the key box, and will escort the parker to their vehicle.
  • The parker will drive their car to the exit.

11:30 PM 2:00 AM

The SafeRide Supervisor provides keys; call 617-253-2997

2:00 AM 7:00 AM

Key retrieval not available. Bring your spare! Tip: If you expect that you’ll be collecting an Attendant Assisted vehicle after 2:00 AM and before 7:00 AM, then arrange to pick up your key during key pick up hours (7:15AM – 2:00 AM) or bring a spare key you can use. Your vehicle will already have been moved to a lined space, so no other vehicles will be blocking your vehicle.

Do all Stata parkers relinquish their keys to the CSR or Attendants?

No. Only parkers who are directed to park in the aisles need to relinquish their keys. This enables the attendants to move cars as needed during the day to make sure that all parkers are able to leave their spaces when they are ready to leave.

Is the Attendant Assist program only for some of the Stata parkers?

No. Only parkers who are directed to park in the aisles need to relinquish their keys. This enables the attendants to move cars as needed during the day to make sure that all parkers are able to leave their spaces when they are ready to leave.

What if I lose my claim check?

  • If you lose your Attendant Assist claim check, please speak with an attendant or the CSR.
  • The CSR will escort you to your car and will check the dashboard claim check and retrieve the keys from the key lock box.
  • Every parker in this situation will be asked to show their license and vehicle registration so the CSR can confirm ownership before handing over the keys.
  • This measure is intended to ensure the safety and security of the parkers and their vehicles.

What if my automobile is damaged during Attendant Assist parking?

The vehicle drop-off and retrieval process includes an inspection of the car by you and the Attendant at the start of the parking period and at the end of the parking period. If new damage is discovered at the end of the parking period, the program will pursue actions to cover the cost of repairs as detailed below.

Please note that the damage must be reported by the parker before departing the garage. If damage is reported after the vehicle has left the garage, then the claim will be denied as there will be no proof that it was a result of Attendant Assist parking.

If an Attendant incurs damage to a car during the process of moving cars, they are trained to report the damage to the supervisor on duty right away. The supervisor will make every attempt to contact the parker to inform them of the incident. If the parker cannot be reached, the incident will be noted on the claim check and reported to the parker upon retrieval.

If damage to the parker’s vehicle is discovered during the departure inspection, the following steps will be taken:

  • The program supervisor will check the record to determine if the damage was identified and logged by the Attendant who received the vehicle when it was first parked.
  • If the damage was not identified when the vehicle was first parked, then it will be assumed that the damage was incurred during the parking period.
  • The supervisor will fill out an Incident Report and file it with the insurance company, who will process the claim. Costs to repair damages incurred during the parking period will not be the responsibility of the parker.
  • If the damage was identified and noted as pre-existing during the car intake procedure, then no further action will be taken, and it will be the responsibility of the parker to attend to the damage.

What if the vehicle keys are misplaced?

In the event that a parker’s keys are misplaced as a result of an Attendant’s actions, the following steps will be observed:

  • All attempts will be made to locate the keys. If not found, then the parker will be notified.
  • The parker will be given Emergency Ride Home or cab vouchers for their commute home and back to work the following day.
  • Any missing keys will be replaced immediately, and the program will absorb the cost of replacement.

Although this is a highly infrequent occurrence, it can happen. As a suggestion, consider providing a single duplicate vehicle key to the Attendant Assist staff rather than the keys and keychain you generally use. In the unlikely event that the vehicle key is misplaced, you will still retain your original key and your other personal keys.

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Additional questions and details

What are the benefits of Attendant Assist parking?

Attendant Assist parking increases the capacity of the Stata Garage by 136 spaces. This option allows more members of the MIT community to park in closer proximity to their offices.

Can I get the specific details? How does this work throughout the day?

7:00 AM – 11:00 AM: CSR on site

  • At the start of the 7:00 AM shift, the Customer Service Representative (CSR) will retrieve any keys being held at the SafeRide office from the previous day. The keys will be stored in the lockbox at the row where the vehicle is parked at the Stata garage.
  • The CSR will greet parkers entering the garage and will direct them down the ramp for self-parking. The CSR will assist with directions, answer any questions, and discuss any concerns.
  • Attendants stationed at the first and second garage levels may direct parkers into lined spaces as needed.
  • Upon filling all regular spaces in the garage, the Attendants will switch into Attendant Assist mode and will direct parkers into aisle spaces.

11:00 AM – 2:00 PM: CSR on site

  • The CSR, stationed at the garage entrance booth, will greet parkers and will assist with questions and concerns.
  • The CSR and Attendants will take inventory of all keys, claim checks, and Attendant Assist parked cars.
  • Two Attendants will continually tour the garage, and as regular lined spaces become available they will move cars from aisle spaces into lined spaces. They will notify the CSR, who will update the new location on the claim check.
  • To make it easier for parkers to locate their vehicles, vehicles will only be moved into spaces that are within two spaces of the original parking spot. Vehicles will not be moved to another aisle or floor.

2:00 PM – 9:00 PM: CSR on site

  • The CSR, stationed at the garage entrance booth, will greet parkers and will assist with questions and concerns. The CSR will assist parkers as needed in identifying their floor for retrieval of their keys and car.
  • Parkers with claim checks can proceed directly to the garage level where they parked their car. Attendants will be stationed at the Central Stairwell on each level at the garage entrance to meet and assist the parkers. Parkers will provide their claim check to the floor Attendant, who will retrieve the keys from the lockbox and will escort the parker to their vehicle.
  • The Attendant will complete a quick inspection of the vehicle with the Parker to confirm that the vehicle did not sustain damage during the parking period.
  • Upon collecting the vehicle, the parker will proceed to the exit.
  • By 7:00 PM, Attendants will make sure all vehicles parked in aisle spaces are moved into regular striped spaces. Claim checks will be updated to reflect if a car has been moved to a new space.

9:00 PM –11:30 PM: CSR on site in Lobby

  • At 9:00 PM, the CSR will collect any remaining keys from the lockboxes on each level.
  • The CSR will be stationed at a podium next to the garage elevators and stairs at the lobby level of the Stata building.
  • Attendant Assisted parkers leaving after 9:00 PM should proceed to the Stata Lobby to retrieve their keys from the CSR. The CSR will direct the parker to the location of their vehicle.
  • Tip: Call the CSR at 617-833-1980 twenty minutes in advance to coordinate your meeting in the lobby at the podium.

11:30 PM – 2:00 AM: SafeRide Supervisor provides keys

  • At 11:30 PM, the CSR will provide any remaining keys to the SafeRide Supervisor.
  • Parkers will retrieve keys by calling the SafeRide Supervisor at 617-253-2997. Note: Signs will be posted in the lobby at this time directing parkers to contact the SafeRide Supervisor for key retrieval.
  • Tip: Call the SafeRide Supervisor twenty minutes in advance to coordinate your meeting in the lobby at the podium.

2:00 AM – 7:00 AM: No access to keys

  • At 2:00 AM, the SafeRide Supervisor will lock any remaining keys in the SafeRide office safe, and parkers will have no access to the keys until 7:15 AM the following morning.
  • Tip: If you expect that you’ll be collecting an Attendant Assisted vehicle after 2:00 AM and before 7:00 AM, then arrange to pick up your key during key pick up hours (7:15 AM – 2:00 AM) or bring a spare key you can use. Your vehicle will already have been moved to a lined space, so no other vehicles will be blocking your vehicle.

Where are Attendant Assisted parking spaces?

The following maps show where cars will be parked during the Attendant Assist mode.

In order to maintain a safe driving experience: Please follow the direction of the yellow arrows when leaving the garage. This will ensure that there is no interference with Attendedant Assisted vehicles being parked.

Level 00


Level 000

 

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 CONTACT INFO

Facilities

Department Directory

Parking & Transportation Office

Hours: M - F, 8AM - 5PM
Phone: 617-258-6510
Email: mitparking@mit.edu

Attendant Assist Customer Service

Hours: M - F, 7AM – 11:30PM
Phone: 617-833-1980

Saferide

Hours: M - F, 6PM - 2AM
Phone: 617-253-2997
making MIT work Massachusetts Institute of Technology