The U.S. Postal Service has long operated with the motto that
“Neither rain, nor sleet, nor snow” will stop their
postmen, portraying their employees as relentless individuals who
brave the elements to meet the population’s mailing
needs.
California weather dictates that Kiran Shah and Arthur Lapena
rarely face such harsh natural conditions, but no one should
question their determination on the job.
As the sole employees at UCLA’s post office, they face a
force no less daunting ““ the postal demands of a student
population exceeding 36,000.
Rather than water or ice, Shah and Lapena often face floods of
people pouring into their small room on the A-level of
Ackerman.
Lines in front of the post office, which can grow to more than
20 people during peak hours, prove a constant challenge to the
veteran postal workers.
“Every day is hectic,” Lapena said with
characteristic reticence.
Surveying a midday line at the office that stretched outside the
door and far into the Ackerman hallway, he added, “Nobody is
ready for this. But we make it through.”
Each day is a struggle for the two men of the UCLA post office,
but today, the deadline for federal income tax returns, looks to be
exceptionally arduous.
“It is the busiest day of the year,” Shah said.
However, Shah and Lapena face the challenges of tax day with the
confidence produced by years of experience serving the UCLA
community.
“I’m prepared,” Shah said. “It happens
every year.”
Shah has worked at UCLA since 1991, beginning in the mail room
and gradually rising to the position of supervisor at the post
office.
Long lines and chaotic days at the office are certainly not the
greatest challenge the 54 year-old has faced.
In 1981, Shah immigrated to the United States from his native
India. He had to quickly adjust to a new language and culture in
order to survive in his new home.
After first working with a travel company, Shah turned to the
postal service, where he has now been employed for over a
decade.
His co-worker Lapena also has a long history of postal service
at UCLA, working in the campus mailroom and post office for the
last nine years.
Shah and Lapena have endured much during their time together in
the Ackerman post office. From harmless customer complaints to
incidences requiring police intervention, the two have seemingly
been through it all.
Shah recalled one particular occasion approximately two years
ago when a can of soda transformed from a source of refreshment to
a tool of aggression.
A woman, apparently frustrated at the long line or other
procedural difficulties, hurled an open can of soda toward Lapena,
spilling the drink on the postal worker and the mail he was
processing.
The police were called, and the atmosphere grew increasingly
tense, but Shah worked quickly to diffuse the situation and quell
the strong emotions of both Lapena and the customer.
“I acted as a peacemaker,” Shah said.
Turning to his frustrated, soda-stained co-worker, he tried to
calm Lapena with words of forgiveness and far-reaching
perspective.
“I told him, “˜Our future is here, our future is in
the mail room ““ our future is not out there (in conflict with
the disgruntled customer),” Shah said.
Shah offered equally comforting words for the woman, who was
extremely repentant about the way her emotions had taken hold.
“The woman came and was crying and apologized,” he
said. “I said, “˜It’s O.K. Be
happy.'”
Thus, a situation ripe for prolonged stress and discord was
quickly resolved utilizing words of reconciliation.
Shah feels this level-headed attitude is essential for the
successful operation of the UCLA mailroom, which places immense
demands on the shoulders of two employees.
Asked about his most important role as supervisor of the post
office, Shah’s answer was succinct.
“Keep(ing) customers and employees cool,” he
said.
Despite the problems which occasionally arise at the office,
Shah expressed strong satisfaction with his work environment,
calling the Ackerman post office “another home.”
The affection Shah holds toward his workplace is reflected in
the positive reviews UCLA students and other users give the campus
post office.
“The long lines are a problem, but it’s so
convenient being right on campus,” said Sonya Cheng, a
fifth-year communication studies student.
Cheng was equally pleased with the two campus postmen.
“They’re nice,” she said. “They’re
not mail Nazis who expect you to know everything about the forms
and will send you to the back of the line if you don’t have
something ““ they are more understanding.”
“For the amount of customers they get and the line, they
are patient,” she added.
Naoko Yamada continues to use the Ackerman location even after
graduating last quarter.
“I’ve always had a good experience,” she said.
“They always say “˜hi’ and “˜have a nice
day.'”
For Shah, the positive feelings students feel toward him and the
post office are more than reciprocated.
“The customers are my hero,” he said. “Without
them, I would not be here.”