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.
- 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.
- 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.
- 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 5th at 10am. Staff pulled names for Secret Santa.
