October 2015 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood NL Grouping

October 02, 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)

Topics of Interest:

• Managers Meeting Notes
• Staff Discussion
• Open Discussion

First Topic: Managers Meeting Notes

• Holds Q&A
• Please review handout: Holds Q&A
• Main Points:
• Check in all delivery items using the RECEIVE TRANSIT function if it has a label.
• If an item DOES NOT have a label use the DISCHARGING function to check in the item so a label can be printed.
• Do not print new labels for an item wrapped with a new holds label, but if the label is torn or ripped, please print out a new label and replace the torn/damaged label.
• Customers receive hold notices the day AFTER the hold is checked in at the receiving location, but they will see that their holds are available immediately if they check their accounts online.
• CEN items do not need to be wrapped. Check in the item and place in outgoing bins. 
• Make sure that the items on the hold shelf are for the branch. (Items on the hold shelf should display LAK or KAS. All other items with another branch code should be placed in the outgoing bins at CSD.)
• Please review the process for updating locations for holds: How to Change Pick-Up Location for Holds
• Please review process for placing holds labels on items: Holds Label Location
• This process is not optional! Please follow these guidelines taught to you in the holds training.
• Please remember that items going to Central DO NOT need to be wrapped UNLESS it is a hold.
• The system will tell you if an item going to Central has a hold on it (message window will pop up). This is why it is important to watch the screen when processing delivery and circulating items.
• Place all CENTRAL or ILL items in the delivery bins IMMEDIATELY upon checking the item in. DO NOT place the items on the cart. That is how CEN items end up being shelved instead sent to Central.
• Executive Order 1-39 (OIG and Employee Misconduct)
• Please review this order. The highlights of the order are below:
• An employee that honestly believes misconduct occurred or is occurring must report to the OIG the facts and circumstances of that belief.
• If an employee falsely alleges that misconduct is taking place, then he or she has violated the E.O., and that person has committed misconduct.
• EVERYONE must fully cooperate with an OIG investigation.
• The OIG does not notify managers when they call people on their staff. You – the employee – get that call and are responsible for responding to all calls and emails from the OIG.
• You don’t need to tell a supervisor if the OIG calls, just let us know you need to go “Downtown” or to “611 Walker.”
• If you do not respond to the OIG’s attempts to establish contact with you, they will notify your immediate supervisor and work their way up the chain of command if you continue to fail to cooperate.
• Failure to cooperate with an investigation makes you in violation of the E.O. and is a form of misconduct.
• There are repercussions for not cooperating, including indefinite suspension.
• You are not to speak about the investigation unless you are provided permission by the OIG.
• Remember: you can tell whomever you feel comfortable with about any issues. 
• NCAA “Read to the Final Four” Program
• Cards will be given to all 3^rd grade students in participating schools (link). Program lasts for the 2015-2016 school year.
• Cards will be sent to the schools. HPL has already created the accounts using information provided by HISD. Cards were created by Central.
• Limitations are:
• No laptops can be checked out
• No gaming equipment can be checked out
• No ILL items can be placed on hold
• Only juvenile items can be checked out (includes CDs and DVDs)
• 10-item limit
• Card expires July 31, 2016
• Participating HPL locations will need to create an NCAA display. Lakewood and Kashmere are participating branches.
• If a child already has a card that has fines or is expired, that is okay. They can still use the NCAA card.
• All NCAA cards will be replaced for free. We can use child’s name and/or school ID number to find their record in Sirsi.
• Customer Experience Teams
• CE Administration is rolling out Customer Experience Teams. Please click to view guidelines and descriptions.
• Several kinds of teams:
• Standing teams: ongoing with no formal end date (e.g., Service Innovation Team)
• Quick teams: work on projects with a finite period of time, usually 6-12 months (e.g., Very Ready Reader Quick Team)
• Work group: work on a specific project for a finite period of time, usually less than 6 months (Books Alive Work Group)
• Any HPL staff can participate and work on any number of teams, but be mindful of your responsibilities at the branch and collaborate with manager regarding those responsibilities.
• If staff have any issues meeting commitments, let team leader know immediately.

Second Topic: Staff Discussion

• New Items: New items that come through delivery should be scanned/checked in TWICE under the DISCHARGE function in Sirsi.
• Items in the system are still showing INPROCESS and/or SHIPPING status. Checking in new items this way will ensure that those statuses are cleared.
• T. Wade pointed out that it would also aid in processing any new items that have holds on them, as the new holds label will automatically print under DISCHARGE. Processing new books under Receive Transit would require staff to then go into the Discharge function to generate the holds label.
• National Night Out
• Both locations have been invited to several National Night Out events:
• Jose: Glenwood Civic Club
• Twanna: East Houston Civic Club
• Dionne: Kashmere Gardens Civic Club
• Juan: Settegast Village Apartments
• Asked staff if anyone wanted to attend.
• Dee would go with Dionne. Karl would go with Jose. Ann would go with Juan.
• M. Ryans stated she would remain at the branch to aid with coverage for that evening.
• Kronos: Global Time Off Requests (Training)
• Link to Employee Guide
• All time off requests should be submitted through the new Kronos system. Do not use the Quick Stamp log-in for this function. Use this link: https://coh.kronos.net/wfc/navigator/logon (also found on Inside HPL and group blog under “Staff Links” as “KRONOS Full Service”).
• Can request time off under the COH Employee Calendar wizard OR My Requests Wizard.
• View process here: Process for submitting time off requests through Kronos Navigator.
• Training for employees will be held at a later date that is at this time unknown.
• Click here for the blog posting detailing more information regarding this process.
• New Contractors for A/C:
• Johnson Controls (JCI) is no longer contracted with the City. Last day of contract was September 30^th. TDI is the new contract for all A/C issues, and their first day was October 1^st.
• After hours number has yet to be received, so call GSD Property Management On-Call After Hours number (713-213-8776) for any issues after 4PM. Call and/or email Karrington so he can address the issue as well.
• Outreach Opportunties:
• Several opportunities to go on outreaches hosted by the department:
• Scream In: October 23^rd (5:30AM-10:30PM)
• Three Doctors Event @ GRB: November 6^rd (7AM-2PM, in shifts)
• MakerFaire: November 14^th
• J. Santoyo, D. McLaughlin, T. Wade offered to assist with the Three Doctors event.
• Let supervisors know if you are interested in helping at any outreach events.
• CMC Information (J. Santoyo):
• Campaign runs from October 1^st – October 30^th
• Plans for booth:
• Have slips of paper in balloon on board. Slips of paper would have what the person won (e.g., chips, water, etc.). No slip = no prize.
• People can purchase the opportunity to throw dart to hit balloon and get a prize.
• T. Wade is creating a throw. Working on making a Halloween-themed basket.
• Thinking of splitting costs with staff that work on booth/man booth so that everyone contributes.
• Staff can also give money online or to J. Santoyo or contribute whatever amount they want to participate.
• Not mandatory. Staff can also assist with taking down/setting up the booth and manning the booth.
• Updates from M.Ryans:
• Staff can take a lunch during the time of the event, but all lunches must be taken before 1PM – including travel time – so that staff arrive at the building in time to open to the public.
• Booth can either stay up until 2PM or can come down early in order for staff to return to branch.
• Will get together with J. Santoyo regarding staffing for that day so that everyone is aware of what their roles are on this day and to ensure people are at the branch by 2PM. (We need at least people at each location.)

September 2015 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood NL Grouping

September 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)

Denetra Hunter (Library Assistant)

Joseph Asberry (Customer Service Clerk, Part-time)

Ana Santana (Customer Service Clerk, Part-time)

Topics of Interests:

• Staff Discussion
• Open Discussion

First Topic of Interest: Staff Discussion

• Telecheck Machine: The Telecheck Machine at Kashmere NL is still inoperable. We are awaiting an update from Dimitri Revada in Financial Services about getting a new power cord. Until further notice, we can only accept cash through Smart Money. We can accept payments through the My Account function in the online catalog. Please offer this service to anyone wanting to pay their fines with a credit card. Staff have the customer sign into the Express Computer and aid them in printing  a confirmation receipt if they would like.

• M. Ryans provided a training on how to accept payments through the My Account system.

• Meeting Room Scheduling: Please do not schedule meeting rooms outside of business hours. If a mistake is made regarding scheduling, staff should be proactive in contacting the reserving party so that the issue can be resolved in a timely manner.
• Please make sure that reservations do not conflict with library programming.
• Do not schedule meetings back-to-back. Provide a bit of a "grace period" between reservations so that no meetings are delayed. (Time can also be used to allow groups to clean up the room per library policy.)
• Grace periods can be 15-30 minutes. Use your judgement.
• All meetings should end 15 minutes prior to the library closing.
• Scheduled hours for meetings - as well as library closures - have been placed on calendar.
• Linda will be responsible for reviewing each request form, calling customers to go over meeting room policies and guidelines, and confirming start and end times. She will also be ensuring that no double-booking is occurring and reminding customers who have not yet filled out forms for their tentatively scheduled requests.
• WPRs and Skills Tests: WPRs are due in October for most staff. The first set of skills test questions will be sent out to staff with a Unified Skills Assessment on their HEAR. Those staff with a Technology Skills Test will get the first set of 5 questions. All staff will be scheduled to review their tests, so please use your time wisely to go over the assessments.
• National Night Out: National Night Out is on October 6th, and this grouping have been invited to four of them. This is on a Tuesday, so Lakewood NL will need to be staffed. I will be at Lakewood NL to provide coverage. If you would like to attend an outreach, please let me know so that schedules can be adjusted. So far, the layout is:
• Lakewood Community Center - Twanna
• Glenwood Civic Club - Jose
• Settegast Village Apartments - Juan
• Kashmere Civic Club - Dionne and Dee
• TFL, MBK, and Youth Job Labs: Toyota Family Learning at Kashmere NL begins on October 10th. Please be aware the the program takes place on Thursday nights and most of Saturday. The program will run until January 28, 2016. Flyers have yet to be received, but when they do arrive, please promote the program in-house.
• Kashmere NL will also be hosting Youth Job Labs as part of a job readiness initiative geared toward teens. It seems that these labs will run on Thursday nights and Saturdays. 
• Processing Apps from Outreaches
• Shelving Assignments: Everyone has been assigned an area to shelve/shelf read. With the exception of some areas of the juvenile area, sections will be rotated throughout the year so that everyone becomes accustomed to how shelving and shelf reading works at both locations in all of the collections. Going forward, if you are assigned to shelve or shelf read, please do so for the areas you have been assigned.
• Jose and Melissa will be backup for those staff out on certain days. Other staff will also be asked to held shelve/shelf read those areas.
• If you do not have any books to shelve when you are scheduled to shelve - and there are no other pressing duties or assignments - you should check your area and make sure it is tidy: pick up any books and re-shelve as needed.
• Document your shelf reading on the Shelf Reading Log so you can get credit for the work you do.

August 2015 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

August 31, 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)

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:

Linda Adams (Customer Service Clerk)

Topics of Interest:

• Staff Discussion
• Manager’s Meeting Updates

First Topic: Staff Discussion

• Sirsi Reminders:
• Temporary Addresses: If a customer puts down an address that you know is probably a temporary housing unit (e.g., halfway house), but the address is on the ID, you have to treat it like any other residency address and make the card a normal library card.
• Please remember that to retrieve any information from an account – including providing library card numbers – requires some form of ID from parent and/or child.
• A child cannot present an ID in the absence of a parent.
• Computer Card Numbers: Adults wanting their computer card number must present a picture ID. Juveniles wanting their computer card number do not have to present an ID because we do not require them to present one to get a card.
• The PIN in Sirsi is not the password used in the reservation system. Those are two different systems. When a customer gets a new card they must set the password at the reservation system.
• Reminder: we are no longer resetting passwords to the last four numbers on the card since those numbers are displayed on the monitor. Ask customers to choose something easily remembered like their first name, birthdate, etc.
• Charges applied to a customer account for overdue/billed items are not to be removed even if the item is returned by the customer. This bill must still be paid.
• Wellness and Benefit Year: Wellness hours for the 2014-2015 benefit year expire today. All full-time employees will receive another 8 wellness hours for the 2015-2016 benefit year sometime in September. Remember that all wellness hours have to be used in the benefit year they are issued. So the new hours will expire August 31, 2015.
• Benefit Year is from September 1 – August 31 of the following year.
• If an employee uses no sick leave during the benefit year then they are issued up to 3 personal days to be used during the benefit year.
• Holiday Vacation Requests: Please submit any vacation requests that you might have for Thanksgiving and Christmas during the month of September. In October, M. Ryans will start speaking with staff about their time off requests.
• Goal is to be equitable and fair in granting time-off requests.
• Reminder: Full-timers wanting a Saturday off must switch with another full-time employee. Part-timers can request up to 4 Saturdays off in a calendar year.
• Expectation that staff will be adaptable and willing to work with teammates so that everyone (who are so inclined) gets at least a little time off during this holiday season.
• If you do not intend on requesting time off, please let supervisors know.
• Opening and Closing Procedures: Please remember that closing the blinds in the morning is part of opening procedures. Opening them is part of closing procedures.
• Holds Processes: Remember that items that have a label with a rubber band must be scanned in the Discharging Wizard under the “Common Tasks” group.
• Items that have the 1-Up sticker are scanned in the Receive Transit wizard under the “In Transit” group.
• New labels will not be printed if they are discharged using this function.
• Fire Drills: Gwen Walter will be coming out to locations on Mondays and Fridays to perform fire drills. Please use spare time to review the evacuation plan at both locations.
• Will discuss with Gwen where the meet-up spot is for staff. At Kashmere, it was normally at the rear of the parking lot. At Lakewood, it was near the ditch at the park. Will confirm to ensure that these locations are correct.
• Building Closures: If the building has to close, there are two options – 1) helping out at other locations (strongly recommended) and 2) take vacation (which may be VACU or VACS depending on circumstances)
• Remember that if you take vacation that you may be called back to work if the building reopens ahead of schedule.
• Person-in-charge is responsible for monitoring emails/calls about the situation, deploying staff, and communicating ongoing developments with Senior Manager and/or CE Administration.
• Usually M. Ryans and J. Santoyo are on duty, but if we are not, then your next point of contact should be P. Fonseca.
• Thanks to everyone for sharing their contact information. This will make it easier for PICs to remain in contact with all on staff in cases of an emergency or building closing.
• Location Closure: Alief will be closed for 9 months for renovations and should reopen in spring 2016. Robison will gain regional hours (will be open late on Mondays and Wednesdays) and passport services on September 8^th.

Second Topic: Managers Meeting

• Updates
• Cylenthia Hoyrd is now manager of Carnegie. Kelly Patton is Assistant Manager
• Monica Siboldi is now Assistant Manager at Collier
• We received the items for the outreach kit (notepads, magnets, pens, pencils).
• Might take time to replenish items to distribute wisely.
• Tablecloth is screen printed so they cannot be washed or dried at high heat, so please be careful when using them at outreach events.
• CMC: Candece Beverly is this year’s CMC Coordinator. There will be a Fall Festival at Central on Friday, October 30^th from 11AM-2PM. All branches will open at 2PM that day to allow staff time to attend.
• There is a mandatory training on early literacy called the Very Ready Reading Program that is to happen on Friday, October 9^th at Central. It is an all day training for youth staff.
• Public Relations Office and Media:
• Marjorie Gonzalez is the new PR Manager.
• Please review this handout regarding the guidelines related to handling the media.
• Some major points:
• Call PRO when the media arrives, even if they claim that their presence has been cleared by Communications
• If anyone tries to photograph customers, especially children, they need permission.
• Selfie pictures are allowed as well as photos of the outside of our buildings.
• Professional photos require a fee and the customer/photographer needs to be directed to Communications department.
• Marjorie and Blanca are our main contacts for Communications since Greg Simpson’s position remains vacant.
• HEAR Goals:
• Staff is no longer penalized for absence due to illness.
• Sick time usuage up to 64 hours is not reflected on this new system.
• Staff needs to provide a sick note for any SICK hours over 64 hours.
• Staff must submit vacation requests within 24 hours in order for the request to be considered scheduled and not unscheduled.
• VACU and AWOL hours will count toward attendance hours PLUS any SICK hours if more than 64 hours were used during the review period.
• Punctuality policy: tardiness is defined by the Kronos rule of 7 (if Kronos shows that you are late because you punched in 8 minutes after your shift).
• Forgetting to punch in or out is considered a tardy unless there is a power outage.
• Lateness due to a major weather event is excused.
• Both metrics are equally important. To get a certain score you must meet both metrics. You can score no higher than the lowest metric.
• Please click here to review the chart with the new metrics: Attendance and Punctuality Metric for Customer Experience
• New Meeting Room Policy:
• Event has to be free and open to the public
• Customers can reserve the room up to 90 days in advance but no more than six times during a 90-day period
• Photo shoots or media announcements need to be approved by Communications
• Equipment use is restricted to what is in the room (i.e., we cannot loan out our televisions, projectors, etc.)
• Customers may provide light refreshments and drinks in covered containers but if the group wishes to have an event catered or have carry out food that is a charge of $25 per meeting.
• No food preparation is allowed in the meeting.
• All fees except for food charges should be paid at the time of the reservation. Food charges are paid at the time of the meeting.
• Customers are responsible for cleaning up.
• School visits are exempt from the food fee.
• Link to new meeting room policy.
• Training: Staff should provide 48 hour notice if they are unable to make it to a training they signed up for. 

August 2015 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

August 14, 2015

In attendance:

Melissa Ryans (Manager)

Jose Santoyo (Assistant Manager)

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)

Cristal Nino (Customer Service Clerk, Part-time)

Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:

Dionne McLaughlin (Senior Library Service Specialist)

Topics of Interest:

• Managers Meeting Updates
• Staff Discussion
• Open Discussion

First Topic: Managers Meeting Updates

• HPL has new Youth Services Coordinators: Rebecca Denham (Young Adult) and Sara Pope (Children). They will be supporting Youth Services Advocate Kallie Benes.
• Telecheck Receipts: Financial Services has asked us to send all receipts that come out of the Telecheck Machine to Financial Services. (These are the receipts that come out the following morning listing credit/debit card and check transactions.) These receipts should be sent down even if no transactions took place in Telecheck.
• Staff should make a copy of receipts that come out of the printer. Place the copy in the deposit binder and attach to the previous day’s deposit.
• Staff should place the original copy in the previous day’s deposit bag.
• The person scheduled to do deposit in the morning is responsible for making the copy, placing the copy in the binder, and placing the original in the deposit bag (or outgoing deposit envelope).
• Years of Service: Karl Beck has been with the library for 15 years. All his contributions are greatly appreciated.
• Outreaches: All locations will be receiving an outreach kit to support the library’s goal of quality outreaches.
• Kit is a rolling luggage that will include a table cloth with HPL’s logo and giveaways to promote HPL.
• Kill will contain informational flyers for programs and events, as well as library card applications.
• Giveaway supplies are limited so use them wisely – do not give them all away on one outreach.
• Giveaway and informational supplies can be reordered to restock kit.
• We want to focus on building relationships with the people we interact with on outreaches.
• One big focus is to make sure the public knows that all library services and items are completely free.
• Here is a link to a document regarding the Outreach Toolkit. This link is available on the Intranet, and staff is advised to review this flyer and be aware of what is expected of staff on outreaches.
• Focus this year is on QUALITY of outreaches not QUANTITY.

Second Topic: Staff Discussion

• Shared Contact Information: Staff was thanked for agreeing to share contact information with one another so that they can be reached by all team members in case of emergencies. Information was emailed to all staff by J. Santoyo.
• HEAR Plans: Everyone should have a current HEAR plan assigned to them.
• Staff will be scheduled some time each week to work on assigned skills tests (which are a component of some HEAR plans). You are encouraged to collaborate with teammates and supervisors.
• Staff need to document shelf reading on the shelf reading log to reflect the work being done.
• Staff should document any trainings, programs, etc. that are being attended and/or taken on the logs.
• Management will be pulling information from those logs for HEAR and WPR purposes. It is on you to ensure that you are documenting your work so that HEARs and WPRs will accurately reflect the work you are doing.
• All forms can be found on the HEAR Resources section of the group blog.
• Laptops and IDs: In order to minimize giving out the wrong ID/DL to customers, we have implemented a new process. S
• Staff are to read aloud the name on the ID/DL to the customer before giving it to them.
• Staff can for example say, "Here is your ID/DL Mr./Mrs..." or "Are you Mr./Mrs..."
• Staff can ask customer to look at their ID/DL before concluding the transaction to make sure ID/DL belongs to the right customer.
• Another method suggested in eliminating ID/DL confusion is to number all laptops and the laptop cart slots with matching numbers and to place laptop check out form (and ID/DL) in the slot of the laptop given to customer.
• Holds Receipts/Hold Printers: A few reminders about the holds printer and delivery:
• Do not print wrappers for items that come through delivery with the new holds label affixed. These items are ready to be placed on the hold shelf. When the box pops up to print a holds wrapper shit, please hit CANCEL.
• Process all items received through delivery through RECEIVE TRANSIT. For holds that go on our shelf, discharge process those items through DISCHARGE so that the new holds label will print via the new holds label printer.
• Take the hold label off when checking out the item to a customer. The holds label is just like the old holds wrapper: we removed the wrappers upon customers checking out the item, and we remove the new holds label upon customer checking out an item.
• If a customer brings back an item that has a holds label on it, remove it PRIOR to placing on the shelving cart or shelving the item.
• All items that come through delivery as “FLOAT” (usually possesses a yellow label) need to be checked in.
• All locations are able to float up to 3 bins each week. Do not leave books on book cart because shelves are tight. Let a supervisor know about the issue.
• The holds printers will be located in the workroom at both locations.
• A bin will be placed at the CSD to collect outgoing holds that need to be processed. Outgoing holds will be processed the following day as part of opening procedures. More information will be forthcoming about this change in workflow procedures.
• Desk Behavior: When assisting a customer, place give them your undivided attention. If you need assistance due to the number of customers present and/or needing assistance, please call the workroom to receive assistance.
• Computer Card Passwords: Please do not use the last four digits of the computer or library card number as passwords for customers trying to reserve a computer. This is creating issues with customers (particularly children) activating reserved sessions for waiting customers.
• Recommend that the customer use a familiar password (e.g., email) or use their birthdate, name, etc. as a password.
• Library Card Policy: All customers, including children, must have an ID or library card to check out items as they are responsible for any fines or fees accrued on the account.
• If you allow a child to check out items without a library card or ID (from either the child or parent), you are changing liability from the parent to yourself.
• Do not check out items by opening customer account from display user tab in Sirsi without first having the customer present a library card or ID. Anyone can return books.
• A parent has to be present when presenting ID for a child to check out, and the parent ID has to match the name on the child’s account.
• Blinds and Lights: Branches have been asked to close blinds during the day. This will now be a part of opening procedures. At closing, blinds will be re-opened for security reasons. Remember: lights are to be turned off at closing, and lights should be turned off in areas not in use.

Third Topic: Open Discussion

• Make sure customers trying to get a library card have a valid ID/DL and that they don’t already have an existing account. If DOB and ID/DL number match the application information then they are the same person.
• For youth, a good practice is to ask for guardian name to verify identity. (Can usually be found in the Extended Info field/tab.)
• If a customer provides an application with an address that does not match the one on the ID/DL but they fill out another application with the address on the ID/DL, they still need to provide something to verify the address on the first application because more than likely the information on the first application is the correct address.
• Unattended children: Children six years old and under must be attended and supervised by someone at least fourteen years old or they will be considered unattended and/or unsupervised. If a young child is with an older brother/sister, then the older brother/sister is the one attending them. Take the young child to the older brother/sister if they are being disruptive.
• If a parent is in the building, take the kids that are acting up to the parent and explain to the parent why their child’s behavior is not acceptable and ask them to monitor the child and his or her behavior.
• To minimize issues when checking in items, give return receipts to customers and watch screen as items are being discharged because sometimes a message will pop up.
• Watch the screen to ensure system is removing items from customers’ accounts (this includes when doing bookdrop).
• Handguns in Texas Libraries: Effective January 1, 2016, individuals licensed to carry a concealed handgun may now carry it openly in most locations, including public libraries.
• Anyone wanting to openly carry a handgun is required to be licensed.
• Gun must be holstered at all times.
• Law does not apply to library employees, so staff are not allowed to bring handguns into the workplace or into their employer-owned vehicles used for work.
• Law does allow a licensed person to carry to have a handgun stored in a locked personal vehicle in the employer’s parking lot.
• When this law goes into effect, staff will not be allowed to ask customers if they have a permit for their firearms.
• It is currently – and will remain – illegal to brandish a firearm or remove from holster without merit.
• Staff can ask customer to holster weapon, but J. Santoyo and M. Ryans asked for staff to alert them to the situation.
• Police can be called is customer refuses to holster weapon.
• Tasers and pepper spray are considered weapons and are not permitted on COH property (including libraries).
• Links to relevant (current) COH policies:
• Executive Order 1-37 Security on City Premises
• Administrative Procedure 3-21: Violence in the Workplace

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.