July 2015 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

July 20, 2015

In attendance:

Melissa Ryans (Manager)

Jose Santoyo (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Linda Adams (Customer Service Clerk)

Ann Perry (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Joseph Asberry (Customer Service Clerk, Part-time)

Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:

Cristal Nino (Customer Service Clerk, Part-time)

Topics of Interest:

• Managers Meeting Updates
• SRP Discussion
• Open Discussion

First Topic: Managers Meeting Updates

• HPL’s new Human Resources representatives are: Valda DeWitt (Senior Client Relations Manager), Maria Gomez-Toledo (HR Manager in General Relations-Staffing), and Susan-Lopez (HR Generalist and primary contact for hiring new staff members)
• Lea Fraser is the new administrative specialist for Deputy Director of Customer Experience Michele Gorman
• Ricardo “Rick” Peralez is the new Assistant Director for Digital Strategies
• Solicitation Policy (Flyers): No outside organization is allowed to advertise their services or products in the library.
• We can allow qualified material at the library provided there is space, but we should not be cluttering our environment or desks to accommodate other organizations’ materials.
• Theater organizations that are library partners are allowed to display materials, but tutors that charge for services rendered at the library are not.
• Performers and authors who wish to sell their merchandise at their program(s) should be referred to the Programming Department.
• Anything received through delivery is approved for display provided we have the space.
• Please do not place any outside flyers on the CSD. Redirect to a manager/supervisor.
• This topic will be discussed further at a future managers meeting, and staff will be updated accordingly.
• Solicitation also includes customers selling Girl Scout cookies, raffles, church dinners, etc.
• Staff is not allowed to solicit on city property when they are on duty, and such solicitations have to be approved.
• If you wish the read the policy, please click here.
• Emergency Pamphlets and Red Binders: Please keep the new emergency pamphlets out of public view as they contain sensitive contact information for HPL employees, including executives and senior managers. Know where the red emergency binders are as well as the emergency kits. Please feel free to view the red binders during your down time but most importantly: know where the binders and kits are located at both branches.
• There are weeding trainings happening right now. Please look at the Training Portal (or check your email) if you wish to attend.

Second Topic: Staff Discussion

• Misleading Information/Communication: Please do not give erroneous information to customers. If you are unsure of something, please ask a coworker or supervisor for the correct information and then address the customer’s request.
• If you are unsure of an answer, please ask a coworker or supervisor. You do not get a pass for not knowing when there are tools (your coworkers) at your disposal.
• If you are unable to provide the customer with an answer because it requires a bit more research, ask them to call back later that day. Do not take down a customer’s name and number because that makes you liable for following up with the customer, which sometimes might not happen if you get busy, call in sick the next day, etc. Let the customer reach back out to us.
• Provide the customer with a location directory flier and ask them to call back to give yourself some time to research the answer. By doing this, we are placing the responsibility on the customer and not on staff.
• Sharing Contact Information: An email will be sent asking permission to distribute contact information with the rest of the grouping.
• Staff should call the branch first if running late or calling in and supervisor second. Call the private line rather than the public line to ensure phones are answered when the building is closed to the public.
• New HEAR Plans
• New HEAR plans are being prepared.
• Seek out trainings that will benefit your skill set.
• Formal trainings consist of those documented by HPL and TMS. Be on the lookout for emails from HPL Training staff regarding training opportunities.
• If you are interested – and staffing allows – I will give you time to attend, but please keep in mind that I must be fair to all staff.
• Kronos and Lunch Punches: No one should be earning unscheduled compensatory time on their lunch unless there is a reason for it. Punching out late for lunch means you should either 1) communicate with your manager regarding any issues with leaving for lunch on time (e.g., customer issue) or 2) seek a coworker/supervisor to cover your time at the desk if another coworker is being held up (e.g., conversation with someone in another department).
• Unless you are asked to punch in early from lunch, you should be taking your full lunch hour.
• Check Kronos if you are unsure as to what time you punched out from lunch to ensure you are punching in on time from lunch.
• Do not attempt to round lunch punches in Kronos. Punch in and out as close to the minute as possible.
• Work Orders/IT Requests
• Staff decided to document IT requests on paper so that all staff can keep track of technical issues occurring around the branch.
• Staff should try to troubleshoot equipment prior to calling IT (e.g., restarting computer).
• Staff should be posting Out of Order signs on equipment that describes the issue, date and time it was reported, and initials. This will aid IT and other staff in monitoring the issue.
• Supplies
• Please let Dee (Kashmere) or Twanna (Lakewood) know if supplies are needed. If we are missing something or are low on stock, they need to know so that they can order some more.
• We are a grouping and thus we should borrow from each location and replace accordingly. Just communicate with each other so that all items in the grouping can be restocked.
• Monies – Counterfeit Pens
• Counterfeit pens are to be used on any bills larger than $1.
• If the mark on the bill is dark/black, then it is a counterfeit bill.
• If the mark on the bill is clear/yellow, then the bill is legit.
• Use your judgement when taking money for fines. There is no limit on what denomination we can take but be aware of how much change is available (e.g., if someone wants to pay a $10 fine with a $100, then we would have to decline because we can’t make change. But if a customer has a $95 bill and wants to pay with $100, then that is fine.)
• Keep all counterfeit pens out of the cash drawer so that pens can be marked before a transaction is conducted.
• Staff asked what the procedures were when presented with a counterfeit bill. M. Ryans stated she would ask P. Fonseca.
• Hold Labels: We should soon be getting items that are being processed with the new hold system/labels. Be aware that the date on the bottom is no longer the expiration date but the date the label was printed. This means that we must pull the clean holds report daily to get a list of items that need to be pulled.
• Staff reported that the clean holds reports sometimes do not appear or appear later in the day.
• Staff will not be reprimanded for not cleaning the holds shelf if the list is not available in the morning; however, please find something else to do or ask what needs to be done.
• Link to holds label diagram.

May 2015 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

May 21, 2015

In attendance:

Melissa Ryans (Manager)

Jose Santoyo (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Linda Adams (Customer Service Clerk)

Ann Perry (Customer Service Clerk)

Karl Beck (Library Assistant)

Cristal Nino (Customer Service Clerk, Part-time)

Joseph Asberry (Customer Service Clerk, Part-time)

Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:

Dee Hunter (Library Assistant)

Topics of Interest:

• SRP Registration – Program Software Training
• SRP Discussion
• Staff Discussion
• New Forms Feedback

First Topic: SRP Registration – Program Software Training

• C. Nino presented PowerPoint about SRP registration software and highlighted the main steps to registering customers, logging books, and awarding prizes.
• PowerPoint Presentation
• Link to more training materials (videos) on HPL Training Portal

Second Topic: SRP Discussion

• Main Talking Points
• Group Registrations: All group registrations should be handled by D. McLaughlin (Kashmere) and T. Wade (Lakewood). This includes the awarding of prizes. If any groups call regarding registration, logging, and/or prizes, please refer them to the juvenile specialist at the location OR take a message to be given to specialists upon their return.
• Searching: Since there are no incentives for registering, staff does not have to conduct searches at this point. Searches can be conducted to populate last year’s information into this year’s program software if staff so chooses. But as we get into SRP, searches will need to be conducted to keep at a minimum the number of duplicates in the system and to ensure that there is no “double-dipping” (i.e., claiming double incentives at multiple locations).
• Staff can add members to a registration, which will copy/duplicate the information into a new record.
• We do not yet any booklets or logs to hand out. Staff does not need to make a note in the account about this since no one in the system has received anything.
• Please note accounts regarding any prizes not given due to lack of supplies at location. This ensures that the child can come back to claim a part of the prize at that level (e.g., received book at 10 level but not Dynamo voucher).

Third Topic: Staff Discussion

• Laptops at Kashmere: J. Santoyo brought up the idea of recording on a Post-It the date, time, and battery charge percentage on the laptops up on return. This would aid staff in selecting laptops that are fully charged rather than laptops that have little or no charge.
• Post-It would be placed on top of closed laptop, not inside.
• Person in charge of rolling laptop out at night would remove Post-Its (can be done next day if no time at night)
• Staff was in agreement regarding doing this so it is in effect at Kashmere effective immediately.  
• No need for it at Lakewood because laptops are not used as heavily and they have 12 versus the 7 at Kashmere.
• Computer Cards:  Discussed password reset for kids without the physical cards
• M. Ryans stated that passwords can only be reset for kids with cards. Kids who only have their number written down (or memorized) cannot have their passwords reset.
• T. Wade stated that adults can have their passwords reset with either their card OR their picture ID.
• T. Wade brought up issue regarding registering for the computer: should staff do it or should customers be encouraged to do it? M. Ryans stated staff should encourage customers to do it so that they know the procedures for reserving a computer, but if a customer is incessant or has a disability then staff should make the reservation for them.
• Staff brought up passwords: should staff create one (last four of card, first name, etc.) and assign it or let customer create one? M. Ryans stated that customers should create password but staff can always use examples (e.g., “Please enter a password that you can easily remember, like your last name.)
• T. Wade stated that the last four digits on the computer card is not a good password because kids are wise to it and are now hopping on computers by typing in the last four digits on the card (which appears on computer screen for reservations) and hopping on the computer.
• M. Ryans agreed that this was an issue and told staff to let customers select another password.
• Staff brought up whether or not customers should type their passwords in at the CSD when staff are registering them for the computer (e.g., turn the keyboard around for customers) for doing password resets
• M. Ryans stated that technically, customers should not be using the equipment at the desk, including keyboards. Staff should ask customer to write down password and type it in. If a customer is insistent on doing it themselves for whatever reason, staff should allow them use of the keyboard if they wish to type in their own password.
• M. Ryans stated that staff shouldn’t be turning the monitors around at the CSD either (privacy issue) 

Third Topic: Staff Discussion 

• Staff discussed new statistics forms. M. Ryans stated that staff was not consistent in using the forms on the blog. Issues with accessibility, immediate feedback, etc.
• Staff decided to switch back to paper forms starting Tuesday, May 26th.

April 2015 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

April 20, 2015

In attendance:

Melissa Ryans (Manager)

Jose Santoyo (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)
Linda Adams (Customer Service Clerk)

Ann Perry (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Cristal Nino (Customer Service Clerk, Part-time)

Not in attendance:

Ana Santana (Customer Service Clerk, Part-time)

Topics of Interest:

• New Staff
• Staff Discussion
• Training Session – HEAR Forms, Orphan Books, Incident Reports
• New Forms Feedback*

First Topic: New Staff

• Ana Santana is a new part-time Customer Service Clerk for the grouping. Unfortunately, she was unable to attend the staff meeting due to car trouble.

Second Topic: Staff Discussion

• Staff Development Day: Staff Development Day is May 1^st and is mandatory for all staff. All staff has until Tuesday, April 21^st to select a breakout session and choose form three options (Game of Tones, Lost in Translation, or Mission Possible). If you do not select a session by the deadline or if a session is filled you may be randomly assigned a session on May 1^st.
• Parking: Parking issue has been resolved and staff will have the option of parking in Lot H and riding a shuttle to and from the convention center. Staff has the option of carpooling and getting a parking pass to park at Discovery Green if they are carpooling with 3 or more staff members. Staff must request parking passes from the Staff Development Day Committee. See Intranet for details.
• Attire: Attire for the event is business casual, but you may wear your HPT shirt.

• Clutter: Everyone on staff is responsible for cleaning up after themselves and after their programs. The workrooms at both locations are going to be decluttered and cleaned.
• Staff should be cleaning up after their projects (e.g., returning craft materials where they belong), straightening the CSD and replacing papers and items where they belong, taking personal belongings with you when you leave the CSD, and placing books on the cart prior to leaving the desk.
• Staff should also be aware that it is impossible to store indefinitely items that are used occasionally. If it is something that will be used continuously, store it at your desk. Use one of the supply boxes (it has a lid) to store materials underneath desk so that workroom looks a bit tidier.
• With rare exceptions, staff has the time to clean up after they have completed tasks. This is a time management issue: give yourself enough time before the end of the hour or assigned task to return items back where they belong and clean up after yourself.
• Serials:
• Person in charge of serials need to check periodicals in, including the Houston Chronicle. This should be done every day.
• Programs:
• Promotion: All staff should be promoting programs as they are occurring (e.g., a patron comes to the CSD to ask for help with their resume or filling out an application and there is an Open Job Lab going on at that time) and referring customers to programs.
• Responsibility: Staff conducting programs is responsible for all aspects of the program: preparing for it, taking it down, cleaning up after the program, submitting statistics, etc.
• Engagement: While conducting a program staff should not be doing anything but actively engaging with customers to try to get to know them and monitoring the audience for issues, concerns, etc.
• Holds:
• Staff needs to check out the items they place on hold. Items should not be left on staff desks or given to them. All staff holds need to be wrapped and placed on hold shelf.
• Pay close attention to messages Sirsi give when checking in delivery.
• Do not place CEN and ILL items on a cart. This confuses staff, who might then accidentally shelve those items. Wrap items appropriately and place in delivery immediately upon return.
• Holds processing will undergo a change wherein holds will be processed at the sending location rather than at the receiving location. Holds labels will be in the form of a sticker that is placed on the book by the sending location and scanned at the receiving location to activate hold.

Third Topic: Training

• HEAR Forms: HEAR section of blog was revised to break down forms in relation to SMART goals. If you have been assigned a particular SMART goal, then you should be diligently recording the information in that SMART goal form so that your HEAR plan accurately reflects your work. All staff is responsible for logging the information for their SMART goals. Please keep up with your goals and be vigilant about recording your stats on the forms.
• Orphan Books: All non-HPL items (including Harris County Public Library items) should be processed through the online Orphan Books form on the group blog. Items should then be sent to CEN, ATTN: ILL to ensure that they are not ILL items. ILL will then re-route the items to their appropriate libraries.
• Incident Reports:
• Form is on the Intranet and blog and must be submitted to the mailing list (HPL – NL Incidents) within 24 hours of an incident.
• If supervisor is not present at the time of the incident, let him or her know as soon as possible.
• Incident reports are legal documents that can be used in court, so editorial contents are not needed.
• Use the specific language used during an incident. Do not censor the words of a customer – vulgar language should be documented
• Include full library and staff name and specify who was involved.
• If a customer does not want their information to be included in an incident report, respect their privacy.
• Children can be suspended for not providing parental information when asked by staff.
• Supervisors can submit reports on behalf of staff, and M. Ryans and J. Santoyo are willing to review reports for staff.
• All reports are to be submitted to HPL – NL Incidents
• Practice exercise was conducted: staff was asked to write an incident report about a disruptive child at Lakewood NL, who was told to lower his voice, cursed at a staff member, and pulled books off the shelf when asked to leave by a staff member. Child was 15 years old and incident happened at 11:00AM.
• Sample incident reports were sent to the manager and assistant manager for review.

*Not able to discuss the new statistics forms. Will be added to the agenda for May’s staff meeting.

March 2015 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

March 30, 2015

In attendance:

Melissa Ryans (Manager)

Jose Santoyo (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Latoya Chase (Customer Service Clerk)

Ann Perry (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Pedro Fonseca (Senior Manager)

Not in attendance:

Cristal Nino (Customer Service Clerk, Part-time)

Topics of Interest:

• Staffing Changes
• Staff/CSD Discussion
• Notes from Managers Meeting
• Open Discussion

First Discussion: New Staff

• Jennita Thomas (part-time CSC) was promoted to a full-time CSC and has transitioned to Scenic Woods. The group will be gaining a new part-time CSC, Ana Santana, on April 13, 2015. She used to be a sub for the library and has already worked with a few of the staff in the grouping.

Second Topic: Staff/CSD Discussion

• Registration Policy: Everyone should follow HPL policy and remember that customers must present a valid/current government ID. We can accept the receipts given by the DMV. Both forms of ID cannot be expired. Staff should not accept photocopies of an ID or the DMV receipt. To verify address, customer must present address verification documents if address on ID does not match what is on the application. Address verification can be done with official government mail or a utility bill (both must be postmarked/active within 30 days of the date on the letter/bill). Customers can use an auto insurance card or a voter's registration card (must be unexpired). Staff should not accept any junk mail or self-addressed letters.
• An ID/DL that has been cut in the corner means that the ID/DL card is not valid. Staff can be a bit more lenient with computer cards but customers must still present some form of ID.
• Customers can place a P.O. Box on application but they must present address verification. Place P.O. Box address in mailing address and physical address on the second address line.
• Out-of-state students can use home address as physical address but need to present a document from the university to show residency to get a library card. Staff would use the temporary resident template in Sirsi. Card would be good for only three months and they would have to come in to renew after the card has expired.
• Staff is expected to know HPL's policy registration policy regarding library cards and follow procedure. Use downtime at the desk to review the policy or ask a supervisor for assistance if you are unsure about registering someone for a library card.
• Programs: In April, Community Engagement will be conducting ESL classes at Kashmere on Thursdays from 1PM-3PM. COH Health and Human Services are also providing ACA Navigators to do ACA enrollment for the public on Wednesdays from 12PM-3PM. Staff involvement is not required other than opening the meeting room and assisting with setting up/taking down for programs. Both programs have been added to the monthly schedule.
• Processing Damaged Items: Daniel Pillow and Fred Schumacher (along with COMS) created a process for processing damaged items returned by customers (Link). Patrons must pay for damaged items (e.g., written on, wet, chewed on, etc.) returned at the desk or through bookdrop. Check acquisition date and total number of check outs if unsure of whether or not to give customer the benefit of the doubt. Document decisions made in extended notes field.
• Remember that these materials belong to HPL, so if you do not charge a customer you should have a good reason not to.
• Staff should use their judgement, follow the instructions posted on the blog (Link), and refer to a supervisor if he or she is unsure of whether to charge a customer.
• Items on the Fly: Items brought to the desk for checkout that are not in the system are considered on-the-fly and should have a temporary bibliographic record attached to it so that they can circulate. Items on-the-fly are more than likely due to items that were placed as MISSING in Sirsi and never found, so they were removed from the system.
• Do not let an item "walk" out of the library with a customer. Process the item using the proper procedure (Link). The book must then be sent back to Inventory Control for processing up return to the library. Please do not send books that are in poor condition. If the item is in poor condition, discard it.
• Open Job Lab Training: Julia Bradley from Collier will be at Kashmere on Friday to conduct an Open Job Lab training. M. Ryans is working with J. Lopez and T. Wade to create an in-house training focusing on skills needed by staff to successfully conduct an Open Job Lab. M. Ryans will update staff with a date and time for training.
• Schedule: Remember that the schedule is a living, breathing document and is often adjusted based on staffing, programs, etc. If more time is needed to complete job duties, ask a supervisor if the schedule can be adjusted. If a task is missing from the schedule, please let supervisor know. Be aware that the expectation is that staff is using the requested additional time to complete the task. Sometimes the issue is not lack of time but poor time management.
• Kronos: It is your responsibility to monitor your timecard and inform supervisors of any corrections that need to be made. Please try to send emails regarding late/early/missing punches the same day the incorrect punch happened. If you are out one day, please send email the following day. Remember that no one should be accumulating compensatory time during the lunch break unless it is for a specific reason (e.g., supervisor calls you in for a meeting, incident happened on floor, etc.). If you are unsure of what time you punched out, view your timecard before punching back in from lunch.
• Reconsideration & Comment Forms: Reconsideration forms should be used when a customer wants to request that a book be removed from the system. This form can be found on the Intranet. Patrons should not be submitting reconsideration suggestions on the comment forms or positive/negative comments on the reconsideration forms.
• Comment Form: Link
• Reconsideration Form: Link
• Open Enrollment: April 15, 2015, is the deadline to re-enroll in your benefits. Staff is encouraged to update, change, or continue with their current selections. Benefit enrollment is ACTIVE. If staff does not make a selection, COH enrolls you in the default selections. Staff will be scheduled to review selections and enroll. Review posting on blog for dates and times for enrollment meetings across city and let supervisors know if you wish to attend.
• P. Fonseca pointed out that the COH default selections are the highest ones, so he strongly encouraged staff to make their selections before the deadline.
• Deposit Procedure: At Kashmere, the register has been over twice. Staff should be mindful of handling money. Do not leave money on the counter or drawer to be added to the register at a later time. All monies taken from customers MUST be entered into SmartMoney and placed in register drawer.
• Remember that three (3) merchandise category reports and two (2) cash drawer reports are printed each night. 2 Merchandise category and 1 cash drawer reports are sent to Financial Services.
• If there are no fines/fees collected the reports are still printed and sent to Financial Services. If no monies are taken, the collected reports can go in one envelope, which is placed in the delivery bin.
• Staff scheduled for deposit at closing should be assisting one another with deposit procedures.
• Payments can be taken over the phone but those calls should be routed to Central.
• All staff should review and know this procedure. It has been posted on the blog. (Link).
• Summer Food Program: Kashmere NL will once again be hosting the Summer Food Program. Several staff will be attending training for the program so that proper coverage can be provided.
• Branch Statistics: Recording statistics accurately and timely is part of your job duties. All questions count even if the same patron asks them. Staff should also be documenting all programs on the forms on the blog. Phone transactions (questions) should also be counted.
• HEAR Forms: All HEAR forms from JAN-MAR will be opened so that staff can make sure all trainings, programs, etc. have been documented. Forms will close on Friday.
• Breaks: Remember that breaks cannot be combined with lunches. Take a break before lunch and the other after lunch. Make sure that your break is only 15 minutes.
• Remember that you should be taking breaks when you are not scheduled for CSD or GREET/ROVE.
• Let supervisors know that you need to take a break if scheduled for consecutive hours on the floor.
• At Lakewood on Mondays and Thursdays, breaks should be taken before we open at 11AM.
• Breaks should last for 15 minutes. If someone is relieving you for your break, be sure that you return to the desk/floor once your 15 minutes are over.

Second Topic: Notes from Managers Meeting

• Staff Development Day: It is mandatory that all staff attend. Staff normal scheduled to be off or work an abbreviated shift will have their schedules adjusted. Will be held on Friday, May 1, 2015, from 8AM-5PM. Of course, there are exceptions (e.g., illness), but unless it is an extenuating circumstance, vacation requests will not be approved for that day.
• P. Fonseca stated that managers should email him if staff will not be able to attend
• P. Fonseca stated that staff that takes off due to illness will be required to provide a doctor's note upon their return to work.
• P. Fonseca stated that training hours will be given to staff the amount of hours is unknown at this time.
• .LMS Reorganization: LMS is undergoing a major reorganization. Fred Schumacher is now head of LMS. Esther Reyes is over Circulation Administration. Felicia Brisco is managing Frank and Meyer.
• GSD Updates: Josh Norris is no longer with GSD, so he should now be treated as an external customer with limited access (e.g., he is not allowed in the workroom or other staff areas).
• MY Link Stories: HPL is soliciting stories from customers for MY Link campaign. Staff and customers can use online form to submit stories. Staff should encourage customers to do so through the link on the website. Staff can fill out form for customers but please get their information so that it can be entered onto the form on the website.
• Incident Reports: Reports should be submitted that same day, so if there is an incident, please let supervisors know ASAP so report can be recorded and submitted. Please submit reports to me first for review – submit to Jose in my absence – but staff should know that if you are submitting the report you will be emailing the report.
• Will try to schedule training in April.
• If staff retrieve information (e.g., name) from a source such as Sirsi, the reservation system, or another customer, please document in the incident report.
• Do not chase customers out of the building. If customer leaves before police arrives, do not follow or attempt to detain them. Just document in the report that the customer left before the police arrived.
• Do not continue engaging a customer once he or she has been told to leave. Remain present, vigilant, and visible to maintain control of the situation, but if a customer is mumbling under his or her breath, cussing you out, or walking away, cease engaging the customer and allow the customer to leave. Continuing to engage the customer, especially if they have ceased listening to you, only angers them and gives them a reason to continue the harassment/disturbance. Document in the incident what was said and done (if anything). Do not escalate situations.
• Service Animals: Review blog posting and in-post links. Only dogs and miniature horses are considered service animals. Service animals must be harnessed, tethered, or leashed.
• Do not under any circumstances ask about a customer's disability.
• Staff can only ask TWO questions: 1) Is the animal required due to a disability and 2) What work/task has the dog/horse been trained to perform?
• Err on the side of caution and take a patron's word for it. It is not our job to determine if an animal is truly a service animal or not. It is not our job to determine if that person truly has a disability or not.
• Staff cannot ask a customer to remove a service animal from the building unless the animal is being disruptive or is not housebroken. In that case, staff may ask that the animal be removed from the building but must allow the customer back into the building.

Third Topic: Open Discussion

• New Statistics Forms Feedback: Staff has not been consistently recording statistics. Most staff forgot to enter the statistics on new forms, especially during the first week of its implementation. Everyone is getting used to them and feel like they still need an adjustment period. But so far, no one has stated that they wish to cease using the new forms.
• HERO and Discrimination: The Americans with Disabilities Act protest individuals from discrimination based on disabilities. It is not staff responsibility to monitor restrooms any particular customer chooses to use. If a customer complains about a transman or transwoman using the restroom, staff should speak with the complaining customer, not the customer using the restroom of his or her gender. If a customer is being hostile or harassing another customer regarding this issue, staff should intervene.
• Staff Alone in Building: Consensus seems to be no more than 15-30 minutes prior to start of shift. No one should be left alone in the building at closing. No staff should be on the public floor alone at opening and closing of building.
• J. Lopez asked if customers could have knives in the building (e.g., using to eat food). P. Fonseca stated that knives are weapons and should not be anywhere on property.
• J. Lopez asked about allowing someone to eat in the computer lab (e.g., diabetic). Consensus was that no one is allowed to eat in the computer lab, but if a diabetic needs to eat something to regulate insulin levels, he or she should be allowed to eat/drink on the public floor.
• K. Beck asked if we report incidents that happen off library property. M. Ryans stated that if an incident does not happen on HPL property, we do not need to do an incident report for it, but we should still call the firefighters or police to get assistance for those involved.

January 2015 Staff Meeting

Meetings Notes

Kashmere/Lakewood NL Grouping

January 26, 2015

In attendance:

Melissa Ryans (Manager)

Jose Santoyo (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Latoya Chase (Customer Service Clerk)

Ann Perry (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Jennita Thomas (Customer Service Clerk, Part-time)

Not in attendance:

Cristal Nino (Customer Service Clerk, Part-time)

Topics of Interest:

•  Introduction of New Staff
• Staff/CSD Discussion
• Notes from Manager Boot Camp
• Sirsi Training
• Open Discussion

First Discussion: Introduction of New Staff

• Introduced Jose Santoyo, Librarian II, and the new assistant manager for the Kashmere/Lakewood grouping

Second Topic: Staff/CSD Discussion

• Recording Statistics: Everyone was reminded to continue recording all statistics (questions, holds, programs, meetings, outreaches) as it justifies our budget and staffing levels. We all need to be more vigilant about recording them. 
• Delivery and Hold Slips: Delivery will be assigned on the scheduled and will be conducted in the workroom, not at the CSD. It will be scheduled no later than 2:00PM and will be processed on the computer that generates the hold slips to wrap holds. Everyone should be printing the hold slips now that IT has instituted the practice through Sirsi. If anyone needs training, please let me or Jose know so that we can train you.
• Flip Kits: Staff should make it a standard practice to check in and out flip kits by scanning the books inside of them. This will ensure that 1) the book is inside the kit when it is checked out and when it is checked back in and 2) that no other HPL materials are in the bag. Staff continues to find erroneous materials in the kits, so we need to open the bags upon check in/check out to make sure that all items match and the right contents are in there.
• Reading Emails and Group Blog: Emails should be read twice a day, the blog at least once a day. It is not possible to communicate everything to each staff person, and that is the surest way to have a breakdown in communication. It is the responsibility of the staff to read their email and check the group blog for information posted.
• Breaks: Breaks should be taken when staff are off the desk, but if you must take one when you are scheduled at the CSD, please inform your supervisor or another staff member so that they may relieve you. Use your judgment and prioritize your time wisely when taking breaks. Remember that staff receives one 15 minute break for every four hours of work. Be mindful of CSD coverage and staffing levels.
• Deposit Procedures: Deposit Procedures, per the policy of Financial Services, are on the blog. There needs to be two envelopes sent for deposit if there are book sale and fine monies. If no monies are collected, we still need to submit the reports to Financial Services. (Link to document on blog.)
• Opening and Closing Procedures: Please refer to the handout for guidelines regarding what to do when opening and closing the branch. These instructions were taken from CE Administration during the Manager Boot Camp.
• Schedules: The daily schedule is now being done by Jose, so please copy him regarding vacation time and other events (trainings, meetings, outreaches, etc.) which need to be entered into the schedule.
• Vendor Log: Make sure that all vendors and contractors sign in and out when they are in the building. This includes Coin Copiers, GSD Security, etc. Don’t be afraid to approach vendors and contractors and have them sign the log. If something happens (e.g., equipment comes up missing), CE Administration is going to ask questions, and if there was an outside visitor on the premises at the time of the incident, they will want to know. So be vigilant and consistent in having anyone outside of library staff sign the log.
• Checking Sirsi for Holds: If the hold list or clear hold shelf lists aren’t posted on the Intranet in the morning, that does not mean there are no holds. That means that circulation has not ran the report. Everyone should check Sirsi (using the Onshelf Items function under Holds) to see if there are any holds that need to be pulled. Check the hold shelf to see if there are any expired holds. Do not assume that because there are no lists on the Intranet that there are no holds to process. Also, please make sure that items not found during paging are marked as MISSING in Sirsi so that they do keep appearing on our lists.
• Floating/Collection HQ: Floating as we know it has ceased. All branches are to cease floating items to various branches. Managers will be using HQ to shop for materials or send surpluses to understocked locations. Only float hubs will be allowed to send materials to other locations.
• Application Processing: Application reviewers will have 3-4 sessions with each individual who has errors in their applications in order to coach/train them on how to fix errors in their applications. Issues that arise with processors must be brought up to supervisors. During this process, it is expected that staff be courteous and polite with each other.
• Monthly Training – All staff have taken January’s scheduled training. I will be submitting February’s sometime next week.
• Customer Service Desk: Customer Service is our first priority, so be mindful of being at the desk when you are scheduled to be there.
• Meeting Room Applications: Applications need to be completed in FULL by customers before staff accepts them. Contact information and date and time of meeting are a must. Applications can be accepted by fax or email as long as customers submit their request promptly so that their point of contact can efficiently complete the reservation. Staff need to communicate with each other about special circumstances so that everyone knows what is going on.
• Bookdrop: Be vigilant about backdating items returned through bookdrop in order to avoid issues. Sirsi should be backdated to the last day the library was open. Staff should immediately waive fines for books not backdated. Note the account when this happens.

Third Topic: Notes from Manager Boot Camp

• Broken or Damaged Furniture: Report any broken furniture, fixtures, or equipment to me or Jose. GSD no longer repairs furniture, so we need to contact Jason Stephens or Karrington Burnett in SPACES because the items might still be under warranty and can be replaced or repaired at little or no charge. GSD does not have its own repair shop any longer.
• Dress Code: According to COH policy, management can meet with staff in regards to dress code. Staff is expected to dress and groom themselves according to the requirements of the position. Safety issues should also be kept in mind.
• Staff meetings are mandatory and the days they are held will rotate so that the same people do not have to come in on their off days all the time.

Third Topic: Sirsi Training

• T. Wade discussed the new process for issuing a replacement card for lost cards. 
• Distributed handouts regarding the process. (Links: Issuing a Replacement Card Slides and Issuing a Replacement Card Instructions)
• M. Ryans reiterated that going forward, all staff should use the new process for replacing cards
• Do not use BARRED status.
• If a patron pays their fines in full, then the card can be replaced and renewed for 3 full years. If fines are not paid in full then the card can only be replaced with the current expiration date. If a card is expired with fines do not issue a new card/renew card because customer will have to pay fines in full before privileges can be reinstated.

Fourth Topic: Open Discussion

•  HPL’s policies take precedence over COH policies.
• D. Hunter discussed patrons at temporary addresses (e.g., “Volunteers of America”) and reiterated that they can only get temporary library cards which expire in 30 days and can only check out 3 items at t time. The “Profile Name” field on Sirsi will give the temporary status and set lending limits to 3 items automatically when “HOU-TMPRES” is selected. (Link to policy.)
• Ask patrons “Is this your permanent address?” when attempting to verify addresses. Do not argue with them if you think that they are not being truthful. Accept what is presented. If the address they wrote on the application does not match what is on the ID/Bill, ask for another proof of address.
• Reminded staff that proof of address must be recent, at least 30 days or less. Verification can be a utility bill, insurance card/letter, most current lease (cannot be expired), consular card (with additional proof of address), government letter, and other government issued IDs.
• When doing a courtesy for a patron, we must inform them that this is not standard practice so that they do not expect the same service from other staff. Explain that what you are doing is a one-time courtesy.
• It is okay to print up to 4 pages at the CSD as a courtesy to customers.
• Regarding processing/item lost fees: Patrons do not get back processing fees or collection fees unless the item was FOS. In that scenario, a full refund is given. 
• D. Hunter brought up de-magnetizing the books so that the 3M gates do not constantly beep when patrons exit the building.

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.