November 2014 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

November 24, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Dee Hunter (Library Assistant)

Karl Beck (Library Assistant)

Tandi Pierson (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Jennita Thomas (Customer Service Clerk, Part-time)

Not in attendance:

Marissa Baltrip (Customer Service Clerk)

Topics of Interest:

• Job Postings
• CSD Talk
• IT Helpdesk
• Staff Open Discussion

First Topic: Job Postings

• P. Fonseca promoted to Librarian IV – Senior Manager of Neighborhood Libraries
• M. Ryans promoted to Librarian III. Will manage Kashmere/Lakewood grouping.
• Start date will possibly be in December, but nothing has been confirmed.

Second Topic: CSD Discussion

• Send items that are not in English or Spanish back to location that houses them. The World Languages Locations document on the group blog outlines the different languages purchased by HPL as well as the branches that house them. This document can be found on the group blog under the Float Resources tab.
• A new HEAR Resources tab was created on the blog. Page contains information regarding HEAR as well as forms that will be used by staff to track SMART goals.
• Homeless resources have been added on the Staff Meetings tab.
• Staff is to always wear their COH badges when working on COH premises. This is both a safety and customer service issue. Badge must be displayed prominently, either worn on the outer garment between the waist and shoulder or displayed on the belt at the waist if the badge is not covered by garments.
• Staff can be asked to go home to retrieve badge. There is a comment in Kronos ("Employee forgot badge") that can be used for such situations. Employee would have to use VACU to retrieve badge.
• P. Fonseca distributed staff borrower card policy and receipt forms. Reminded staff to close/log off Workflow so that transactions are not conducted under their username/password. 

Third Topic: IT Helpdesk

• Contact Helpdesk by phone (31570) or email (HPL.HelpDesk@houstontx.gov)
• For issues that do not require immediate attention, it is preferable that staff email the Helpdesk about the issue. Please copy manager and assistant manager
• Requests can also be submitted through Service Now (https://houstontx.service-now.com/). Use your Windows Login (Outlook username and password) to sign in.
• You can ask for a ticket number on the phone. Service Now will issue a ticket number after the request has been submitted.
• IT is working on issue regarding customers not receiving hold notifications through email. If staff encounters such an issue with a customer, check the Extended Notes field to see if IT has reported that emails are bouncing from the account. If there is such a note, let the customer know and have him or her update their information on the account. If there is no note take down the card number, customer name, and phone number and submit via email to the Helpdesk.
• Customer can also switch to receiving phone messages if they would prefer that method of communication. Staff can update the customer’s account to reflect this request.
• If staff have an issue with the helpdesk, email or call Judith Hiott. Let her know what the issue is. Be specific as possible. Provide date and time staff person called IT.

Fourth Topic: Open Discussion

• M. Ryans is working on a branch manual for both locations. C. Nino is working on a technical troubleshooting manual. Both will be available in print form and online on the group blog. M. Ryans and C. Nino will be meeting with staff to review the information inside.
• C. Nino asked that staff let her know what issues they are having so that it can be included in the troubleshooting manual.
• If staff plan on attending HPL's holiday party, please submit response so that the committee can ensure adequate materials and seating for employees and their guests.
• Date for holiday party is December 5^th at 10am. Staff pulled names for Secret Santa.

10/20/14 Staff Meeting

Meetings Notes

Kashmere/Lakewood NL Grouping

October 20, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Dee Hunter (Library Assistant)

Karl Beck (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Jennita Thomas (Customer Service Clerk, Part-time)

Not in attendance:

Marissa Baltrip (Customer Service Clerk)

Tandi Pierson (Library Assistant)

Topics of Interest:

·         Job Postings

·         CSD Talk

·         Clayton Special Collections Information

·         Employee Assistance Program (EAP)

·         Managers’ Meetings Information

·         Open Discussion

First Topic: Job Postings

·         P. Fonseca encouraged all staff to apply

·         Only four new positions were created. The rest of the positions posted are vacancies that existed prior to the hiring event and are being backfilled.

·         All staff applying for positions must meet the minimum qualifications.

·         Interviews at the hiring event will be different (more abbreviated, but it will still be a panel interview comprising about three people)

·         Locations of the vacancies are unknown at this time

·         Interviews will take place last week of October/first week of November

·         As positions open, they will file requests, and then post.

·         HPL will be making decisions regarding applicants very quickly, and staff will be notified very quickly

Second Topic: CSD Discussion

·         Transaction Time with Customers:

o   Staff should monitor time spent helping a customer, especially those comfortable with certain people.

o   This is a workflow issue because staff can get backed up (e.g., customers needing assistance at CSD). Customers will also come to expect the same service from all staff.

o   Transactions between staff and customers should be about five minutes, though there are special circumstances. Staff should use their best judgment (e.g., customers who are not computer literate or have disabilities)

o   If customer requires more intensive assistance, staff should excuse themselves from the transaction to aid at the CSD when needed and let the customer know they will return to continue assisting.

o   Let customers know about the programs and services offered by HPL (e.g., open job labs, computer classes, Brainfuse, etc.) so that customers can gain the skills they need to complete certain tasks

·         Gift Policy:

o   Staff should not accept any gifts from customers. Could face possible jail time if transactions are reported to city officials. Special gifts include food, drinks, gift cards, etc.

o   Do not accept any gifts that are given by customers because you assisted them whether they are offered on or off the clock. Do not accept gifts if they are given to a family member to be given to you.

o   The state, city, and department all have gift policies and there are penalties (criminal consequences) for not adhering to the policy.

o   T. Wade asked about customers getting mad at staff for refusing gifts. P. Fonseca stated that staff should explain the policy to customer. Gifts can be donated to a charitable institution. Gift cards can be donated to the library.

o   D. McLaughlin asked about significant others bringing gifts to the library. P. Fonseca stated that if there is a personal relationship outside of work that it is okay, but staff should not claim to have a personal relationship with a customer just to receive gifts.

o   Staff should not accept anything of value for doing what the city is paying them to do.

·         Damaged Items Found on Shelf

o   If a customer wants to check out an item that is damaged, please note the damage on the customer’s account in the Extended Notes field. Type out a brief description of the damage, and make sure that the note is dated and contains the initials of the staff person checking out the item as well as the location. This prevents the customer from being erroneously charged and decreases the chance of an issue arising between other staff and the customer in regards to the item(s). Do not allow a customer to walk out of the library with a damaged item that was found on the shelf without noting the account.

o   If a customer states that an item was checked out damaged, let the customer know for future reference that the damaged should be reported to the library as soon as they see it.

o   Staff should be checking returns for damage to item.

o   If a damaged item comes across the desk, staff should immediately place it in discard status and then put it on the discard shelf/bin.

·         Food at Desk

o   Food is not all at the desk at all. This includes candy and gum.

o   If food is found at the desk, it will be thrown away.

o   Staff can drink whatever drinks the public is allowed so long as the container as a lid. Place all drinks underneath the CSD and out of sight of the public.

·         The ear piece at Kashmere is not being charged. Staff should make sure that they are placing the head set correctly on the charging station. A green blinking light will come on if the ear piece is correctly on the station.

Third Topic: Clayton Special Collections Library

·         Clayton is one of the ten best genealogical libraries in the nation and is a part of HPL’s Special Collection libraries

·         The staff at Clayton teaches genealogy to the public; they do not do it. Staff provides resources to the public and shows them how to access digital materials

·         Staff should always conduct a reference interview to see how best to meet customers’ needs. If someone is looking for obituaries in the newspaper (e.g., Houston Chronicle), refer to CEN. If they are looking for Houston/Texas records, neighborhoods, houses, etc., refer to HMRC. Refer to Clayton if the information can be placed at a person-level: keywords include birth, marriage, death, land records, church records, cemetery

·         If they are looking for family histories, refer to Clayton

·         Staff can show customers Clayton Library’s website and highlight the in-depth staff assistance and specialty.

·         Staff can refer customers to genealogy databases (Ancestry.com, Heritage Quest)

·         Staff can also call Clayton while the customer is there and have the customer speak with staff over the phone. Staff can also provide Clayton’s phone number so that customers can call. Do not send customers blindly to Clayton. This frustrates the customer and staff.

Fourth Topic: Employee Assistance Program (EAP)

·         EAP is no longer at a designated building. Staff should call 1-855-378-7485 or go online to guidanceresources.com. You will be referred to local resources.

·         P. Fonseca distributed handouts at meeting.

Fifth Topic: Managers’ Meeting Information

·         Staff should submit incident reports for bodily fluids found in the library and/or on library premises. Please indicate where the bodily fluids were found. NL Administration wants to keep track of things like this for security reasons.

·         If it is in the restroom, staff does not have to do one if it looks like an accident (e.g., someone missed the toilet), but if it looks like vandalism (e.g., stuff smeared on walls or floor), then submit incident report. Pictures are helpful.

·         There are sanitizers and Clorox wipes available for locations that need them. Should be on supply list.

·         If you have taken the health assessment but do not see your points in ESS, please know that Cigna is aware of the issue and is working on transporting that information into ESS. Staff is encouraged to print out health assessment as backup.

·         Library Card Campaign: Continue promoting new card. Let customers know that the old cards (22477…) will expire. At this time, there is no set date on which the cards will expire. Still, just let the customers know the old cards will expire “sometime in the near future” and encourage them to update their cards. Customers will have to fill out an application to get new cards.

Sixth Topic: Open Discussion

·         P. Fonseca discussed having Project Grad at Kashmere and Lakewood NL. Staff interested in having it at the branch. P. Fonseca will see about getting it at Kashmere NL. Concerns about having it at Lakewood due to spacing limitations.

·         L. Chase asked that when doing applications staff search three fields to make sure that customers do not have any prior accounts: name, birth date, and alt ID. In some occasions, searching for the address will pull up an old account. She is finding a lot of duplicate accounts when processing applications.

·         Staff holiday party (for the group) will take place between the Thanksgiving and Christmas holidays (sometime in December).

·         Staff decided to do a potluck. Will distribute sign-up list in November.

·         Staff decided to do Secret Santa. J. Thomas recommended that staff lists four-five things they would want on the name slip so that their giver knows what to get them. Gift cards are an option; just state the store/restaurant you would like a gift card for.

·         Price range of gifts: $10-$20, but this is still be debated

9/29/14 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

September 29, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Dee Hunter (Library Assistant)

Karl Beck (Library Assistant)
Tandi Pierson (Library Assistant)

Jennita Thomas (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)
Theodora Muokebe (NL Team Leader)

Not in attendance:

Marissa Baltrip (Customer Service Clerk)

Latoya Chase (Customer Service Clerk, Part-time)

Topics of Interest:

·         Flip Kits

·         CSD Talk

·         Combined Municipal Campaign (CMC)

·         Kronos and Timecards

·         Managers’ Meetings Information

·         Open Discussion

First Topic: Flip Kits

·         D. McLaughlin and T. Wade attended the juvenile meeting this month, and important information regarding the flip kits was shared:

o   Kallie Benes states that if a customer returns a flip kit and it has a hold on it, staff should send the flip kit back to CMH regardless. Some branches are reporting receiving flip kits that are not replenished. To do this, staff should place the hold receipt on the flip kit tag (on the side opposite the barcode) and place another piece of paper over the receipt and note that it is to go to CMH. Staff should highlight the holding location on the in-transit receipt. Staff at CMH will replenish the kit then send it to the holding location for the customer to pick it up.

o   This cannot be stated enough: do NOT cover the barcode on the flip kit tags. Always place receipts on the other side.

o   The Flip Kit program now has a website: http://www.flipkits.org. Customers can place flip kits on hold through this website. A link to the item’s page in HPL’s catalog is provided for the flip kits. Holds are placed through HPL’s catalog.

o   HISD also has a flip kit program, but the bags are blue. If a blue flip kit is returned to the branch, please send it to CMH, attention Kallie Benes. She will route it to the correct school.

o   The program also has business cards promoting the website and program. These cards should be placed on the flip kit display. Business cards will also be placed in the kits themselves. Staff is to replenish these business cards for storage on the display the same way we replenish surveys and the CMH tickets. Contact Kallie Benes.

o   Kallie also stated that while customers are more than welcomed to use the kits inside the library, the kits must be checked out first. This is because the only way they track usage is through circulation numbers.

o   Regarding tickets: Kallie asks that staff specify the amount of tickets needed when requesting additional ones. Staff tracks the number of tickets sent out and the number of them redeemed. If the branch is giving out only two tickets a month but is requesting 18, then 16 tickets that are being wasted. So be mindful when requesting additional tickets. There is no limit to the number of times you can request additional tickets.

o   Surveys must be completely filled out in order to get a ticket. No answer on the application should be "Not Applicable."

·         P. Fonseca asked to staff to use the Orphan and County Items Form for blue flip kits turned in by customers. This will aid staff in tracking these items if a customer returns for the kit.

Second Topic: CSD Discussion

·         P. Fonseca stated that checking in bookdrop after branches open is going well.

·         Regarding customers wanting to fill out a new application to write down the address on the identification card (after writing down a different address): staff should ask for address verification for the address written on the application. Staff should not have customer rewrite a different address on a new application.

·         Customers can pull up electronic bills/insurance cards on the computers and/or their handheld devices and present to staff for address verification

·         ILL envelopes are to be kept and reused to send items back to ILL. Please do not throw them away.

·         Staff should always verify that items are being checked in.

·         The one on one meeting between individual staff and manager begin this week. Staff should begin reviewing the questions that were sent via email on September 13^th.

Third Topic: Combined Municipal Campaign (CMC)

·         T. Wade is the CMC Coordinator for the group.

·         Staff can donate individually through the ESS portal or the group can host a fundraiser. Fundraisers can be added to the website so that outside groups in the city can view it. Fundraisers can be for the public.

·         Food can be sold to both staff and the public for CMC, but if the food is prepared by staff at home, then a sign must be posted stating that the food was not prepared in a kitchen.

·         The goal for HPL is 48,000. Staff can donate money or volunteer hours. Volunteer hours must be accumulated on staff’s own time.

·         D. McLaughlin suggested that the group sell water bottles for $0.50. T. Wade suggested that the group could sell baskets and hold a raffle by selling tickets.

·         T. Wade stated that staff cannot do a 50/50 raffle (sell tickets to pool money; winner gets 50% of the pot, the other 50% goes to a charity) with cash. Instead of cash, the staff would have to get a gift card of some type. The gift card cannot be a Visa gift card.

·         Staff can sell items (include food) inside the building during CMC.

·         Staff asked about the public eating the food sold during CMC in the library. P. Fonseca stated that certain areas of the library could be designated as an area in which customers could eat the food purchased for CMC.

Fourth Topic: Kronos and Timecards

·         Staff should log in to Kronos and review his or her in and out punches. Staff should be logging into Kronos all the way to check timecards periodically throughout the week.

·         If staff sees a red box or something incorrect that needs to be changed or approved, he or she must send P. Fonseca and M. Ryans an email about it.

·         Emails regarding any changes that need to be made to timecards must contain 1) a reason for the incorrect punch and 2) how the individual plans on making up the time or, for applicable staff, if the individual wants to use some type of accrual (e.g., SICK, COMP, VAC, etc.).

·         Staff must provide a time in the email for any punches absent on their timecard.

·         List of reasons for the punches can be found on the Staff Meeting page of the group blog in the October 2013 meeting notes.

·         Staff does not need to go into details regarding the reason for the tardiness, but the reason has to be selected from the list.

Fifth Topic: Managers’ Meeting Information

·         A new website for HPL will launch October 24^th. Staff will be given a preview on Oct. 15^th. Feedback from all staff is encouraged.

·         Staff should contact NL Administration (ext. 32707) if any issues arise and a supervisor is not available. T. Muokebe also provided staff with her city cell number (832-577-7234) in case any personal issues arise and they would like to speak with her directly. This number will be added to the group blog.

·         Staff should refer to the NL Blog for information and resources. It is quite comprehensive and utilized by various departments within HPL.

·         For any issues related to security and emergencies, please let P. Fonseca know. If supervisor is not present, email Karrington Burnett. CC P. Fonseca, John Middleton, and Theodora Muokebe on the email. They will forward it to Josh Norris in GSD Security.

Sixth Topic: Open Discussion

·         P. Fonseca congratulated staff for the nice displays they created in September.

·         P. Fonseca handed out bags and flash drives provided by NL Administration.

·         K. Beck asked about the one-day suspension for smoking in the library. P. Fonseca stated that this is what the policy states. T. Muokebe stated she would look into it, especially in light of the new COH non-smoking policy.

·         T. Wade stated that those branches with 100% participation for CMC will receive a pizza party.

·         Staff that donate 1%  or 2% of their check will be recognized. 

August 2014 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

August 25, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Karl Beck (Library Assistant)
Tandi Pierson (Library Assistant)

Jennita Thomas (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Not in attendance:

Marissa Baltrip (Customer Service Clerk)

Dee Hunter (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Topics of Interest:

• HEAR
• CSD Discussion
• Civic Engagement and the Embedded Librarian
• Lakewood Shifting Project
• Incident Reports
• Open Discussion

First Topic: HEAR

• Remember that staff have 15 days to sign off on their HEAR plans after they have been presented. If staff needs assistance signing off on them, please ask your supervisors.
• After signing, staff must click “Save” again to make sure it actually gets processed. (Scroll to the bottom of the page after signing at the top.)
• If staff does not save signature, the plan is auto-signed by the system after fifteen days.
• Plans are comprised of items that would improve your performance and/or productivity. If there is a certain area in which you believe you could improve, please bring it up in discussions with your supervisors.
• SMART Goals have to be tasks that supervisors can measure
• P. Fonseca is still working on some plans and will be meeting with staff this week.

Second Topic: CSD Discussion

• Bookdrop should be checked twice a day: once when staff arrives and again when the branch opens.
• Staff expressed reservations about safety in regards to the bookdrop at Lakewood since it is outside the building. Staff would rather check the bookdrop once the building is open.
• Group consensus was that bookdrop would be checked when branch opens. This new arrangement will be reflected on the daily schedule at both locations.
• Staff should not be drinking while greeting and roving.
• At the CSD, staff can have a drink if the container has a lid on it. Try not to drink in front of customers, even if it is a bottle of water.
• Drinks should be stored under the CSD, not on top of the desk. Do not drink while assisting customers.
• Regarding placing customers’ USB drives into staff computers at CSD: if a customer is irate about having to wait for a computer to print something, take them into the computer lab (KAS) or allow them to print from a laptop at the CSD (since these are on the public network like the desktops).
• The catalog computer at KAS allows customers to print from USB devices, so if they do not want to wait for a computer so they can print, they can use the catalog computer to do so. At LAK, customers can use the fifteen minute (express) computer.
• These options allow the branch to charge customers for their prints.
• Staff should not be pulling up customers’ emails at the desk. Again, this is a safety and security issue.
• Again, refer to the fifteen minute (express) computer (at LAK) or take out a laptop and allow them to print documents from there. At KAS, the computer lab is an option.
• Customers should be paying for their print outs. Staff should be charging for print outs they print for customers at the CSD. Can put it in as booksale in Smart Money.
• Only in extreme circumstances are you able to use your judgment on if you need to assist them at the CSD. This includes checking their email.

Third Topic: Civic Engagement and the Embedded Librarian

• This is a new initiative by HPL.
• Managers will be involved in pulling together a team of 5-7 community leaders to decide on an issue and work to resolve it.
• Must set and achieve goals by end of project
• Meeting for LAK will be held on Tuesday, September 2^nd at 6:30pm
• Meeting for KAS will be held on Thursday, September 11^th at 6:30pm
• If interested parties approach staff, please refer to P. Fonseca

Fourth Topic: LAK Shifting Project

• Reference has been moved to the designated adult reading spot near the magazines
• Juvenile Spanish books are now located along the wall that formerly housed reference books

Fifth Topic: Incident Reports

·         There is a link on the group blog on how to fill out and submit an incident report

·         P. Fonseca distributed document that outlines when to call HPD, even if a customer says not to

·         Staff can call HPD Non-Emergency (phone number is on group blog)

·         Staff should call and document on incident report the time they called. If HPD does not show up, document that on the incident report as well.

Sixth Topic: Open Discussion

• Debate whether or not staff should have assigned shelving areas.
• Juvenile specialists would get children's areas so that they remain informed regarding their collections. Would place a second staff person in the area for assistance since juvenile areas see more traffic and use than the other areas of the collection.
• Staff raised concerns regarding people not shelving other areas if they are scheduled to shelve and there are no books in their section to shelve.
• Staff raised concerns about people shelving in their area and messing up the sections by improperly shelving.
• Consensus was that there would be a hold on assigning areas and the topic will be addressed again if need be.
• Regular rule applies: staff scheduled to shelf must shelve all areas. There are no assigned sections.
• The public chairs at KAS are going to be cleaned and scotch-guarded. The chairs in the computer lab will be replaced.
• Chairs from JUN will be installed at KAS in the adult and teen areas.
• Chairs in staff workroom will be reupholstered and cleaned.