As the academic year commences at Virginia Tech, the Blacksburg campus experiences a substantial influx of incoming mail and packages. This surge is particularly pronounced at the start of each semester, and the most significant influx occurs in the fall.

This year, 22,998 packages were received in the first two weeks, catering to the needs of the university's 10,000 on-campus residents. The packages consist mainly of crucial items such as books, medicine, and laptops. The high volume will persist for an extra four weeks before incoming mail and package quantities stabilize and decrease for the rest of the semester.

"I am incredibly proud of our Mail Services team for their dedication and commitment to ensuring that our students receive their mail and packages in a timely and efficient manner," said Carrie Cox, senior director of auxiliary services at Virginia Tech. "Their hard work and adaptability are essential in managing the high volume of deliveries, especially during the hectic first weeks of the academic year."

To manage this surge in mail volume, the Mail Services team uses a range of strategies, including staffing adjustments and technology integration. Staff levels increase significantly, with the team expanding from fewer than 10 members during the summer to over 35 during peak times. This includes a mix of full-time, part-time, and student staff, all of whom receive comprehensive training to handle the increased workload.

Mail Services using a cart to unload packages from an UPS truck
Postal Assistant Crystal Hollins carefully loads packages onto a cart from a UPS truck, ensuring each parcel is on its way to its rightful destination. Photo by Linda Hazelwood for Virginia Tech.

Despite the challenges posed by the high volume of deliveries, Mail Services employs a meticulous approach to ensure efficient processing and timely delivery. Each package is scanned for specialty items such as perishables, medication, and electronics. A four-point address verification system is used, and any package with incomplete or mismatching information is placed in a lookup queue for further verification. Additionally, labels are double-checked upon arrival at the Owens Hall and Graduate Life Center mailrooms.

The team faces specific challenges, such as incorrectly labeled packages and space constraints. Incorrect labels divert packages to a manual look-up process, which is time-consuming. Carrier trucks must scan each package upon delivery, adding another layer to the workflow. Limited window availability and space for package storage also restrict the number of students that can be helped at a time. The staff remains patient and persistent in expediting the process as much as possible.

To ensure efficient communication with students, email notifications are sent once a package or mail is ready for pickup, specifying the designated pickup location, followed by a series of reminder emails.

"I have worked for Mail Services for 12 years, and we have learned and adapted each year to improve how we service our students," said Christina Agee-Collins, residential mail supervisor. "We have learned that, yes, it is stressful, but we try to remain calm and assure our staff that there is light at the end of the tunnel. We try to make the best of each day and provide the best customer service possible."

Technology plays a pivotal role in managing mail and packages, especially at the start of the academic year. Handheld devices confirm package receipt from carrier trucks and specialized software logs packages into the system and records when they are picked up. Four locker banks provide students with greater flexibility to retrieve packages outside regular mailroom hours, including weekends.

Mail Services unloading packages from UPS truck
Mail Assistant Sarah Thompson receives packages from a UPS truck driver, while Senior Director for Auxiliary Services Carrie Cox observes the logistics. Photo by Linda Hazelwood for Virginia Tech.

Over the past few years, Virginia Tech has observed a significant increase in package volumes, largely because of the increased popularity of online shopping. In contrast, traditional mail volumes have decreased.

For a smooth and efficient mail and package delivery experience, students are advised to follow these steps:

  • Ensure your packages and mail have your complete name, residence hall, and room number.
  • If you anticipate important deliveries such as medications, perishables, refrigerated items, or vital documents, please complete the Important Deliveries Form with the carrier and tracking number. This step ensures that necessary actions are taken to ensure accurate and timely delivetly.

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