Meetings
Notes
Kashmere/Lakewood
NL Grouping
February
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)
Marissa Baltrip
(Customer Service Clerk)
Karl Beck (Library
Assistant)
Dee Hunter (Library
Assistant)
Tandi Pierson (Library Assistant)
Tandi Pierson (Library Assistant)
Latoya Chase
(Customer Service Clerk, Part-time)
Not in attendance:
Jennita Thomas
(Customer Service Clerk, Part-time)
Topics of Interest:
·
Introduction
of new staff
·
Kronos
reminder
·
Homeless
customers
·
Programs
·
Open
discussion
First Discussion: Introduction of New Staff
·
Introduced
Karl Beck to staff. Explained that he will be at Lakewood and is on light duty,
so staff should assist as needed since he cannot lift bins or push carts.
Second Topic: Kronos Reminders
·
Staff
should review timecards regularly and email P. Fonseca before the end of the
pay period any comments or missed punches. Staff must get approval to make up
any time.
·
Staff
should remember what is required when calling in and the notes that are used on
timecards.
Third Topic: Homeless Customers
·
Charity
Dominguez: SEARCH Homeless Services provide mobile outreach willing to meet and
come out. Help homeless get set up.
·
Operation
ID: assist the homeless with getting identification cards.
·
Contact
Information: Charity Dominguez (713-416-5823) / Jess (281-352-7509)
·
HPD
Homeless Outreach Team (HOT): mostly patrol Downtown area; can come out and
help. Contact person: Sgt. Steve Wick (steve.wick@houstonpolice.org). Will come
out and talk to staff.
·
Call
311 to have person taken to the Sobering Center (public intoxication). Located
near Star of Hope on Shepherd. If intoxicated person is violent, staff should
contact 911. Otherwise, staff can contact 311 and have someone from the
Sobering Center come out.
·
For
mental health treatment: the Mobile Crisis Outreach Team (MCOT) can come out.
Contact information: 713-970-7520
·
P.
Fonseca stated that staff would benefit from watching a video about what it is
like to be schizophrenic. Will look for video and provide link to staff so they
may watch.
·
Tips
for dealing with customers with mental health issues:
o
Resist
making assumptions
o
Do
not play along
o
Do
not take criticism personally but listen to customers; most just want to be
heard.
o
Be
mindful of personal limitations and take a break or go in back to cool off.
o
Consult
with coworkers and supervisors.
o
Listen
to the needs of customers; do not decide what their needs are/what they need.
·
Josh
Norris (GSD Security): work and cell numbers are located on group blog
·
Provided
tips on Verbal Judo (using language and posturing to de-escalate situations)
o
Generate
voluntary compliance
o
Represent
HPL positively
·
Know
your weaknesses: staff should deflect situation to another employee and/or
supervisor
·
Speak
to people so they do not feel insulted; avoid telling the person that they will
be kicked out or threaten to call HPD
·
Hierarchy
of Deflection
o
Positive
approach (do not tell customer to calm down)
o
Reiterate
positive language
o
Provide
choices and explain choices to customer
·
Do
not get physical with customer and do not get in the way of them leaving.
·
Call
HPD automatically if there is a weapon or domestic violence (physical only, not
arguing); contact HPD automatically regarding anything that breaks the law
·
Do
not get close enough that customer can reach you; have something between you
and customer
·
Crisis
Intervention: mental health crises unpredictable
o
Customer
can go from calm to violent
o
Staff
should watch body language
o
Remember
that customer can have extraordinary strength and be insensitive to pain
o
Do
not let past experiences influence present actions
o
Customer
may have been calm but could change
o
Staff
should work with backup when possible; staff should assist each other when
situations occur
o
Perceptions
may differ – ask customer; he or she may not realize he or she is mentally ill
o
Person
may not believe you have his or her best interest at heart
·
Pace
the contact
o
A
calm, calculated and controlled approach is usually best
o
Sudden
aggressive movements on the part of staff can trigger an explosive fight or
flight response
o
Do
not let tactical guard down.
o
Give
customer space
·
Patience
can be priceless
o
Staff
should model behavior he or she wants customer to exhibit
o
Take
deep breaths and calm down
o
Allow
customers to vent
o
Introduce
yourself
o
Assure
customer you are there to help not hurt
o
Use
customer’s name in conversation (attempt to find their name and use it)
o
Do
not argue or question delusions; do not play along with delusions
o
Do
not make promises; do not lie
Third Topic: Programming
·
Report
PACE issues to Karla Brown, P. Fonseca, and Nicole Robinson.
·
Movie
time will begin at both Kashmere and Lakewood starting in March 2014 as part of
ASZ: Kashmere will host one at 3:30pm on Fridays. Lakewood will host one on
Mondays at 4:00pm.
·
Due
to the fact that Lakewood will be hosting movie time on the public floor,
movies must be G or PG.
·
Movies
shown should follow guidelines on movie licenses.
·
P.
Fonseca has received iPads but is awaiting charges. iPads can be checked out
for in-house use (just like laptops).
·
iPads
can be used in ASZ
·
D.
McLaughlin inquired about connections to secure devices to tables. P. Fonseca
stated such devices were not provided. Staff should keep iPads at table with
them.
·
Kashmere
NL’s Playstation 3 is still missing its power cord and HDMI cable.
Fourth Topic: Open Discussion
·
L.
Chase asked about children and computer cards. Some children are repeatedly
asking for computer card numbers. P. Fonseca stated that patrons should get
another card. Can give card number as a courtesy the first time, but repeat
offenders need to get a card. Staff can note on account that child has made a
request for their number so that all staff are aware of repeat offenders.
·
L.
Chase also inquired about children at the computer being disruptive. P. Fonseca
stated that so long as the children are not being disruptive, they can hang out
at terminals together. But if they become disruptive, staff can place limit of
one child to each terminal.
·
Chilton
Manuals at Kashmere need to be discarded.
·
The
reference section at Kashmere needs to be moved to the shelves at the former
reference desk.
·
The
African-American section at Kashmere needs to be integrated with general
collection. P. Fonseca and M. Ryans will assess the collection before project
begins.
·
P.
Fonseca discussed topics that were brought up at Lakewood’s last civic club
meeting.
·
K.
Beck wanted to know how to deal with patrons using threatening language and/or
profanity. P. Fonseca stated that staff should use best judgment and ask
customers who do so to leave. If customer does not leave, call HPD to assist
with disruptive customer.
·
K.
Beck also wanted to know about patrons being banned at one location. P. Fonseca
explained that patrons can be banned at one location and have customer
privileges at another. Decisions are made on a case-by-case basis.
·
P.
Fonseca took a vote to see if staff wanted to have a meet and greet with local
station captains for each library’s service area. Staff voted to have meet and
greet.
·
Both
branches need a list of homeless shelters in the area to assist homeless
customers.
·
J.
Lopez discussed his latest tech meeting and stated that technology trainers can
start training staff. P. Fonseca reminded staff of tech resources and links
posted on group blog.
·
J.
Lopez recommended creating a troubleshoot binder for staff to use as well as
customers.
·
Code
on copier at KAS has been changed and will be updated on blog. (Updated on
blog: 02/26/2014)
·
M.
Ryans reminded staff that applications are to be sent down weekly.
