June 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

June 20, 2016

In attendance:
Melissa Ryans (Manager)
Jose Santoyo (Assistant Manager)
Dionne McLaughlin (Senior Library Service Specialist)
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)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:
Juan Lopez (Senior Customer Service Clerk)

Reminder: May 2016 Managers Meeting Notes

Topics:

• Lunches on Fridays: If you are scheduled at the grouping on Fridays during the lunch hour, you should punch out for lunch between 11:30am and 11:45am. Exceptions include staff meetings (if staff have to travel to another location to do opening procedures), meetings, trainings, etc.
• Staff is forgetting to punch in from lunch because of hurrying to the be on the floor before we open.
• Everyone should be punching out at lunch at either 11:30am or 11:45am to ensure everyone is back before 1pm, not at 1pm.
• Attendance: Forgetting to punch in and out also counts as a tardy.
• There are always exceptions (e.g., customer service, incidents, staffing issues, emergencies, etc.). Management will be fair and consistent when considering exceptions.
• Discards: Although we call all items removed from the shelves as discards, they are processed in two ways:
• If an item is in relatively good condition (e.g., old but outdated, old editions, etc.) they should be stamped with the FRIENDS stamp, and the "FRIENDS" designation on the label should be circled.
• If an item is in terrible condition (e.g., water-stained, moldy, smelly, really dirty, nasty, torn, etc.), then the item should be stamped with the DISCARD stamp and the "DISCARD" designation on the label should be circled.
• Please be sure to make this differentiation when doing discards.
• A good way of determining the difference:
• If it is an item you would purchase at a used bookstore/sale, then process it as FRIENDS.
• If it is an item you would throw in the trash or would not resell, then process it as DISCARDS.
• If you are unsure of what you would do, play it safe and process the item as FRIENDS.
• Clear Holds: Some items are not being removed from the hold shelf
• Issue: Items are being marked as MISSING because the item is supposed to be on the shelf when they are on the hold shelf.
• Reports not appearing in the morning but are not being checked in the afternoon.
• Can schedule someone to check Clear Holds reports in the afternoon just in case reports run later that day.
• Staff pointed out that when doing delivery that the barcode on the book does not match the hold label affixed to the book. Scanning the barcode shows a hold for another customer.
• Staff decided to scan the book, not label, to ensure the material being processed is going to the right person.
• If there is a discrepancy between the barcode on the book and the barcode on the label, scan the book and print a new hold label; place in delivery.
• Print Shop and Communications: 
• Locations are expected to plan programs three months in advance and have them entered into the Event module three months in advance.
• Book Clubs and Movie Times: Titles should be entered into Event module so customers can know what books will be read/what movies will be shown.
• We'll be receiving fewer flyers and other print materials.
• We'll have to determine what events will be "highlighted."
• Helen Chou and Marjorie Gonzalez will be touring all locations in July and will be meeting with staff to discuss changes.
• Summer Reading Program:
• Remember that children signing up for the program get a free book and the prize must be awarded in Evanced.
• There are two different Chipotle coupons: one for kids under the age of 12; the other is for kids ages 12 and over. Be sure to give the child the right coupon and log the prize in Evanced.
• If you provide a customer with an SRP slip to fill out, please use downtime at the desk to enter the information into the system. Registering customers is a task for all of us, not just youth specialists.
• You can provide youth specialists with the slip after it has been entered. Place a check mark on the slip so that they know it has been entered.
• Remember: any group calling about programs, registrations, and prizes need to be referred to Dionne (for Kashmere) and Twanna (for Lakewood). 
• If they are not available, transfer call to a supervisor or take a message and place on their desk so that they can follow up.
• Please let youth specialists know when prizes or other incentives are running low. Help them remain stocked for the summer.
• Shelving: due to the increase in circulation and in-house use, everyone is to shelve everything when they are scheduled to do so. We'll revisit shelving assignments after the summer.
• Also, if possible, you can shelve when scheduled to rove. 
• Please do not gather at the desk - use downtime to walk around and straighten shelves, pick up items, etc.
• Refrigerator: Be sure that you are taking groceries and food home. Do not use COH refrigerators to store food.
• Open Discussion: 
• Staff have requested application training. Will work on making this happen along with shelving training.
• Staff need to be careful when searching Sirsi for old accounts. There have been a lot of duplicate accounts created. Remember to search by another field (e.g., birthdate, alt ID, phone number, address, etc.)
• We're still a no-clutter department, so be mindful of clutter accumulating in the workroom and on desks.

June 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

June 03, 2016

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)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)
Pedro Fonseca (Senior Manager)

Topics of Interest:
Icebreaker
Managers Meeting
Staff Discussion
Team Building
Open Discussion

First Topic: Icebreaker
Staff split into two teams and played Taboo. The object of the game was to get your team members to guess a word without using noted key words.

Second Topic: Managers Meeting
Link to May 2016 Managers Meeting Notes

• Updates: CE Administration is continuing with the forward momentum inspired by M. Gorman. They are not making any changes to anything that has already been put into place.
• Juvenile and managers meetings are still mandatory.
• Lunch chats will continue with Liz, Mary, and Laurie hosting. The next one at Kashmere NL isn't until December 8th.
• Sprockets: When submitting Sprockets, please make sure to 1) check the open requests to ensure that the request has not already been submitted and 2) use the correct code for the problem. If you are not sure, please ask.
• If you make a mistake and use the wrong code, you can call the GSD Call Center (832-393-8400), and they will fix the problem.
• Mondays: Staff can work in closed locations provided that they are accounting for the work being done. No one will be scheduled in closed locations all day. At most, it would be 2-4 hours and not every Monday.
• HISD Partnership
• Learning Link Cards: Administration is 95% there with this initiative. The goal was to get library cards to all HISD students. There will be some changes with this new card. Details will follow. Mandatory training will be attended in August by juvenile specialists and managers.
• The goal is to have this done by the time school starts.
• They are also looking to provide virtual Learning Link cards to 29,000 HISD employees. This would allow teachers to use HPL databases and other electronic resources.
• COH budget passed. HPL, Parks & Recreation, and HPD were the only departments that did not have their budgets cut.
• There are some positions open. Continue to check the COH employment page for job opportunities and if you apply, please let Laurie know.
• There will be a freeze on personnel actions from June 25-July 2 due to the end of the fiscal year.
• HR will still post positions, interview people, and vet candidates, but they won't be able to give anyone an effective date for selected positions.
• A new HOPE increase is effective July 22nd. No promotions or salary increases for the July 2nd pay period. New hires and start dates would occur after that date.
• Digital Strategies
• Discussed the possibility of securing the Wi-Fi. Access would require customer to have a library card and PIN. There are issues with having open Wi-Fi but there are also issues with tying access to having a library card (e.g., users who are not able to get a card would not be able to access Wi-Fi).
• Still going through RFPs for a new contract for printing/copying services. Looking to address the change issue, debit/credit card usage, printing from personal devices, etc.
• Spaces
• Along with Digital Strategies, they are looking to create "TechLink" platforms at various HPL locations. Some locations will be a dual library and tech center; others will be primarily tech centers.
• TechLink staff would be part of Digital Strategies.
• Scenic Woods would be the first one. Other branches for consideration are Dixon, Pleasantville, Acres Homes, and Hillendahl.
• There is no timeline as to when this will be completed/go into effect.
• Will provide different types of digital spaces for customers. 
• Link to TechLink information on the Intranet.

Second Topic: Staff Discussion

• SER intern: Intern will start on Tuesday, June 14th. Percy is still working on trying to get us at least one other intern.
• Workflow:
• Remember to plug in the laptops at night. There have been issues with laptops not being plugged in at LAK.
• Also at LAK: carts will be stored in separate bathrooms to prevent damage to entryways.
• KAS: If you take disks out of the DVD and/or CD cases, please place the empty cases on the cart to be shelved. Do not place them in the wire basket. If the disks have been removed and filed, then the DVD/CD case is ready to be shelved.
• Shelf Reading Training: Date to be announced, but it will be sometime in June or July.
• HEAR:
• Evaluations are due by July 31st. 
• IT Issues: The website for Intercontinental Airport - specifically, the one people use to take the onboarding test - does not work on public computers and public laptops. The issue has been reported. As of now, it has not been resolved. Please let customers that come in wanting to use the computers for that purpose know about the issue.
• Remember that a best practice is to forward incident tickets to other staff members so that they are aware of any issues happening at either location.
• Summer Food Program: 
• Promotion: Please promote the program as much as possible. Most of the kids do not like the food, so there is a bit of push-back, but just remind them during the lunch and snack time that the food is there.
• Some staff have go around the branch and encourage kids in the library to come eat - that's a good practice. 
• Work as a team. Someone can serve lunches/snacks, another staff person can round up the children.
• DO NOT force anyone to go into the room.
• Expectations:
• Follow all policies and procedures:
• We cannot serve 2nd lunches or snacks
• Kids nor adults can leave the room with the food. They can take a fruit/vegetable or the sandwich. Anything else must remain in the room.
• If you see adults eating the food, you must ask them to cease doing so. If they attempt to leave the room with the food, you must stop them. Do not do anything drastic. Please do not fight with them. Telling them they cannot take it suffices.
• We cannot heat up the food for kids. They must be handed the food as is in the box. We've started bring the microwave into the meeting room during the lunch program so that kids can warm up their food.
• Remember to count meals at point of service. Mark sheet immediately after you hand out a box. Do not hand out 10 boxes then mark 10 slots. That's against policy. Hand out a box, then mark on the sheet. Repeat.
• Stay in compliance because inspectors from both the City and State could make an appearance.
• Kids can continue eating after 1PM but we must immediately cease distributing lunches at 1PM.
• Every full-time employee in this grouping is a site supervisor. If you are distributing snacks and/or lunches, your name goes into that field.
• Lunches seem to be arriving around 10:30AM this year, so if we keep the same driver and/or route, we might not have to adjust schedules too much this summer. This can always change though.
• Summer Reading Program:
• Both locations have received SRP books. Remember that each kid gets a free book when they sign up for SRP. 
• Registration prize (the free book) should be rewarded in the Summer Reader software. Please do not forget to do this. Prizes are limited.
• Booklets: Publication of SRP booklets have been outsourced, so it might take a while get get more copies since they are no longer being done by Print Shop.
• Please do not hand out booklets as if they are flyers. Hand them out to kids/parents that register for the program.
• If a parent or child wants one, encourage them to sign up for the program. If they refuse but still want a book, give it to them. Do not argue/fight/fuss with customers.
• Be conservative when distributing the books, especially since both locations are handling a lot of group registrations.
• Please remember to promote SRP - and all programs - to customers that you speak to at the desk, on the floor, in programs, etc.

Third Topic: Team Building

• Staff split into two teams and played Family Feud. 

Fourth Topic: Open Discussion

• Discussed coverage issues at other locations and impact on work that is being done in branches.

May 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

May 06, 2016

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)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)
Pedro Fonseca (Senior Manager)

Topics of Interest:
Icebreaker
Managers Meeting
Staff Discussion
Training

First Topic: Icebreaker
J. Santoyo and L. Adams created a list of common scenarios and distributed one scenario to each staff person. Staff was encouraged to explain what they would do and provide feedback to each other's answers.

Second Topic: Managers Meeting
Link to April 2016 Managers Meeting Notes
Handouts: iSpeak Language & Phone at Work Policy

• There is a new senior manager of International Services, Helen Chou. She has taken over Shammi's old position.
• iSpeak: As part of the iSpeak Houston initiative, there is a new language line that staff can call that would assist them in assisting someone that speaks a language. 
• Prior to calling the line, staff should seek in-house assistance first, especially for Spanish assistance. If you know someone in the system that speaks a different language, reach out to them if you can.
• This line is not free and HPL is charged per minute, with rates varying depending on the language.
• This line should NOT be given out to the public. Citizens can still call 3-1-1 for public interpretation services.
• A handy flowchart with pertinent information can be found here.
• A copy of the Language Identification poster can be found here. Both locations have this poster displayed in-house in a flyer holder at the CSD.
• New Reservation System: Robert Bliss sent out an email regarding the new ITeam Reservation system. Right now, they are test-piloting it at Central. In the interim, please watch the video during your off-desk time as instructed. The blog post with relevant links can be found here.
• Employment Application Issues: Administration wants staff to be aware of the following issues in regards to applying for HPL positions;
• Applications need to be filled out completely.
• Supplemental questions need to be answered, and they need to be answered correctly:
• Education Question: If you don't see your degree on there, you should select the highest degree you have attained (e.g., you have an Associate's but don't see it listed; select High School Diploma). DO NOT select "None of the above."
• Experience Question: You should count all the years of customer service experience - or any experience - when answering this question. This includes part-time, full-time positions; it includes experience whether it was at HPL or anotherjob.
• HR will not send applications through if the application does not meet minimum requirements. Supplemental questions are also scored, and applications with low scores will not be sent through.
• Resignations: If you resign, you must do so in writing. The document should be sent to your managers, Sharon Alvarez and Susan Lopez in HR, your senior manager and Liz Sargent in CE Administration.
• If you need assistance writing a resignation letter, you can use the Letter of Resignation template that HPL has provided on the Intranet. Look under Forms, then the H.R. tab. (Submitting this form is preferred.)

Third Topic: Staff Discussion

• Discards: We are implementing a new discard procedure. Starting today, there will be a discard log next to where the discard boxes are. When you do discards, you need to mark the date, your initials, and record how many Friends boxes you processed and how many Discard boxes you processed.
• Remember that you should be using the Friends stamp for items going to Friends and the Discard stamp for items that are to be discarded.
• This sheet will aid us in keeping a more accurate count of how much we are processing. It has also been added to the Workflow Procedures section of the blog under "Discards and Damaged Items."
• The form can also be found here.
• Meeting Room Reservations: Remember that when inputting any meetings into the calendar that you need to record your initials and the date of entry. You also need to add whether or not an application has been turned in for the meeting. 
• When receiving applications, you need to update the entry to reflect that an application is on file. The application itself needs to be signed and dated (the date the application was received) by the person receiving the application. This is necessary so that we can follow up with staff regarding any issues with bookings.
• Desk Behavior: Remember that you should be monitoring not only the volume of your voice at the desk but also the conversational topics. If you need to discuss customer issues (e.g., giving another employee a head's up about a customer issue), please stick to the issue and not any personal comments about the customer.
• Cell Phones: There is a debate regarding whether to ban them completely from the floor allow staff to carry them on their person but require that they not pull them out while on the floor. We'll do the latter. Be mindful, though, that not every call or text requires your immediate attention. If it does, you probably should take some time off to deal with the situation. Administration nor your supervisors want to receive any complaints about staff being on their cell phones while at the desk or on the public floor.
• Remember that once information is conveyed to you that you are accountable for following through with it. Failure to do so leaves you open to reprimands, including formal disciplinary action.
• If you need to call or text due to an emergency, please let a supervisor know so that they can assist.
• If a supervisor is not present, the expectation is that all staff will help each other out. So please be kind if a staff person asks you to cover for them while they handle a personal matter. 
• If you are requesting assistance, you should be considerate and wrap things up as quickly as possible and return to the floor.
• WPRs/HEAR: All WPRs have been completed. HEAR reports are due in June. Training numbers for the last WPRs were not updated, but as soon as Leilany returns, we will update the training hours for staff.
• IT Issues: There are still issues with YouTube not loading on the public computers, and the airport website - the one used for employment testing and registration - is not loading either. Please be sure to communicate these issues to customers needing assistance.
• YouTube seems to work on Chrome, but there is a one to two minute loading delay> IT does not work in Internet Explorer or Firefox.
• Summer Food Program (hosted by J. Santoyo): This program will run from June 1st until August 11th. All full-timers were scheduled to attend training so that we are adequately covered for receiving lunches.
• When signing for food, staff must make sure the date, time, and number of items received are correct.
• Our number per meal and snack is 25.
• Summer Intern: The branch will be hosting a summer intern, Saliamah Johnson. She will work from June 13th to August 5th.

Fourth Topic: Summer Reading Training (hosted by T. Wade)

                   

April 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

April 22, 2016

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)
Dee Hunter (Library Assistant)
Joseph Asberry (Customer Service Clerk, Part-time)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:
Karl Beck (Library Assistant)

Topics of Interest:
Icebreaker
Reminders
Updates
Training
Open Discussion

First Topic: Icebreaker
Staff had to write a statement and/or sentence to complete a phrase. Each staff member then had to read their statements in conjunction with another staff member.

Second Topic: Reminders

• Deposit: Please do not open the register to count monies until after the building is clear of customers and is locked. 
• Closing: Blue Ridge is closed for renovations. 
• Kronos: Please send an email for any issues on your timecard, that includes trainings that supervisors are aware of. Missed punches, duplicate punches, early/late punches - all of them require an email to a supervisor listing 1) a reason for the punch and 2) in the case of missed punches, a time to place into Kronos.
• Also, please make sure you are not accumulating any unscheduled compensatory time by taking shorter lunches. If you are making up time, you should be diligent in ensuring you are shortening your time by the correct number of hours. Ex: If you arrive at 9:30AM, then you would take a 45-minute lunch.
• Meeting Room: Usage has decreased since TFL was implemented, but it is still important that staff at the desk get the statistics from users in the meeting room.
• Outside Branch Events/Duties: Please remember that before you sign up for any outside activities/duties that you need to first ask a supervisor for permission. We often do make concessions so that staff can attend this activities, but we need to make sure that the buildings are staffed for programs and lunches. 
• Suspicious Emails: Remember to delete any suspicious emails in your inbox. You should recognize them because they often contain misspellings, very little information in the body, weird email/domain names, etc. You should not open any attachments on those emails. If you do open an attachment, notify HITS (832-394-4487) immediately.
• Open Carry Signs: Remember that the Open Carry signs should be put out every time you have a school visit. Since we're gearing up for SRP, I will continuously remind staff of this.
• Work Progress Reports: These are due by April 30, 2016. Please make sure that you are prepared for any skills test/technology assessment you have been given. If you have programs, please make sure your programs have been entered. We will be rating your work from July 2015 - March 2016.

Third Topic: Updates

• Personal Mail: We are not allowed to receive personal mail at the library. There is an actual city policy regarding this matter. GSD staff have been notified of this as well. (This does not include work-related items such as giveaways or materials for programs.)
• Relevant Links: 
• 1. Employee Guidebook Section Section VII - Policies): http://www.houstontx.gov/hr/guidepages/section7.htm#use
• 2. Mayor's Policy 503 Conduct: Personal Telephone Calls and Mail: http://www.houstontx.gov/mayorspolicy/503.pdf
• Telecheck: Customers can now pay with debit cards. We should be able to provide the PIN pad to customers so that they can enter their PIN. If there are any issues, please let a supervisor know.
• Job Postings: There are several jobs online now for interested staff - Customer Service Supervisor at CEN, LII position for OAK/ACR, Senior CSC and full-time CSC positions for COL, SWX, WAL, JUN. If interested, please apply and email Laurie Covington so that administration is aware that you've put in your application.
• Encrypted Email: Be advised that COH is now doing encryption on emails that contain personal health information or personally identifiable information. The servers have the ability to scan attachments in outgoing mail in outgoing mail. If such information is found, the server will bounce the email back to the sender. Going forward, you have to add the keyword ENCRYPT in the subject line of emails containing this information. If you receive such a message and there are no personally identifiable information/health information, please contact HITS Security.
• Remote Meetings/Camera: We have new portable cameras for staff that can be used to meet remotely with other team and/or committee members. A training for staff will be conducted in the upcoming weeks.

Fourth Topic: Training

• CBC Contest (iPads): M. Ryans conducted a training on how to take photos using the Insta Booth app on the iPad. 
• Instructions can be found here. 
• Staff created their own imaginary friend and took each other's pictures using the Insta Booth app. Photos were labeled accordingly and uploaded to the branch's Google Drive.

March 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood NL Grouping

March 4, 2016

In attendance:

Jose Santoyo (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Ann Perry (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Joseph Asberry (Customer Service Clerk, Part-time)

Alena Lee (Customer Service Clerk, Part-time)

Ana Santana (Customer Service Clerk, Part-time)
Pedro Fonseca (Senior Manager)

Not in attendance:

Melissa Ryans (Manager)

Twanna Wade (Senior Customer Service Clerk)

Linda Adams (Customer Service Clerk)

Topics of Interest:
Icebreaker
Managers Meeting
Staff Discussion

First Topic: Icebreaker

• 5 Things in Common - Staff was divided into two groups and each group had to come up with at least five things each group member had in common (no body parts or clothing items were admissible as things they had in common). A speaker from each group then shared what the group members had in common.

Second Topic: Managers Meeting

• Link to February 2016 Manager Meeting Notes
• Link to handouts from meeting
• Incident Reports: While staff were in their groups, they were asked to grab the sample incident report handouts and as a group analyze and share what they believed was right and wrong about each incident report. After the groups discussed the incident reports the entire staff when over each entry on the reports and shared why they believed it was right or wrong.
• Budget Cuts: As of right now, no layoffs are planned. Cuts are going to be made by taking funds out of other areas. Materials is the area that will see the biggest cut more than likely. The cuts have to be between 5% and 7%, or 1.9 to 2.2 million dollars.
• Open Carry Signs: These are to be displayed by the main entrance when a school sponsored event is taking place. A school-sponsored event is one in which a school that is part of a TEA recognized/registered school district is present in the building. 
• If a person is openly carrying while the school is present, we are to ask the customer to either go leave their weapon in their vehicle or leave the building while the school is present.
• As much as possible, staff should be proactive in letting customers know ahead of time when a school will be present. Staff should also provide customers when the expected end time of a school-sponsored event.
• If the customer refuses to leave, staff are to contact 911 and let the police handle the situation.
• DO NOT engage in confrontations with customers who refuse to leave.
• The signs are to be used ONLY during school-sponsored events. The signs should also not be used for any other signage but the ones displayed in the holder.
• Link to blog post on how to find out if a school is recognized and/or registered.
• Link to search for public schools
• Link to search for private schools
• Discards: HPL is becoming more streamlined in the processing of discards. Branches now have a "FRIENDS OF THE LIBRARY" stamp with which we are to stamp the books that are being sent to Friends. This is intended to cut down on the processing time at the warehouse and in turn the wait time for boxes to be picked up from HPL locations and taken to the warehouse.
• Make sure that only items that are wet, moldy, or in seriously bad condition are discarded.
• If you would not buy a book in that shape, do not send it to FRIENDS.
• If you are unsure if an item is a discard or friends item, err on the side of caution and send it to FRIENDS.
• Staff Appreciation Funds: Staff voted and decided on having a catered luncheon on a date to be determined.
• Customer Service Review Program: This is a new secret-shopper initiative which will be done mostly using volunteers but some staff as well. It will include both in-person and over-the-phone interactions. 
• It is not going to be used for disciplinary actions for individuals or locations.
• It is not going to be used for incentives or demerits.
• The main goal is to see how we are doing as a whole across the system and to bring out more standardized customer service across the system.

Third Topic: Staff Discussion

• A. Perry stated that Juan and Twanna's technology trainings were very effective and helpful. As a result of the trainings she has been able to help a lot of customers.
• J. Lopez stated that he and Twanna were taking requests on topics for future trainings, but if they do not receive any requests they will come up with topics on their own.
• Mark Item Used Pilot: Good for roaming the library and making staff more visible to customers. Use of handheld device to scan items on the spot would eliminate many extra steps and make things more efficient. 
• When in doubt, staff should scan items so that they are cleared from the system and the items are not shelved while they are on someone's account or have holds on them.
• Summer Food Program: All full-time staff are scheduled to attend a site supervisor training session beginning next week. This was done to ensure that as many of us as possible were available to sign paperwork and be on-site for deliveries.
• M. Ryans sent out an email with the schedule for those staff that were enrolled, so please be sure to review that email.
• Applications: Please double-check Sirsi for duplicates and make sure you search by at least three different ways: 1) ID/DL, 2) birth date, 3) name
• On youth cards, make sure that all boxes on the application are checked, specifically the ones about laptop permission and what was used to verify the youth's identity (e.g., in person, birth certificate, etc.)
• Remember that we are required to ask customers if they would like a voter's registration card, so be sure that that box is checked as well.
• iPad Crayola Kiosk (KAS): The power adapter (the yellow plug) has to have the light on in order for the iPads to charge. If the light is not on, press the red button (the reset button), and the light will come on.
• A committee is being formed to come up with rules and guidelines for the iPad literacy station.
• P. Fonesca asked staff to monitor the station as much as possible.

February 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood NL Grouping

February 01, 2016

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)

Alena Lee (Customer Service Clerk, Part-time)

Ana Santana (Customer Service Clerk, Part-time)

Topics of Interest:

Introduction of New Staff

Icebreaker

Managers Meeting Notes

Staff Discussion

Open Discussion

First Topic: Introduction of New Staff

• Alena Lee, the new part-time CSC, introduced herself and thanked the staff for making her feel welcomed.

Second Topic: Icebreaker (Year of the Coin)

• J. Santoyo distributed pennies to all staff. Staff had to look at the year on the coin and answer three questions:
• 1) Where were you that year?
• 2) What were you doing or what do you remember the most about that year?
• 3) If you could change anything about that year, what would it be?
• Once again, the staff enjoyed the icebreaker, and they learned a little bit more about each other.

Third Topic: Managers Meeting Notes

• Link to January 2016 Manager Meeting Notes 
• COH / Mayoral Updates: No budget updates, but one of Mayor Turner's goals is to close the budget shortfall. He expects that doing so will be a "shared sacrifice" amongst all COH departments. This does not mean or imply layoffs. There is a "hiring frost" at the moment, and departments are being asked to fill only those critical positions. Some positions are taking as long as three months to fill.
• ConnectED: Dr. Lawson went to Washington, D.C., for a conference about how the library plays a vital role in children's literacy and to promote and grow our relationship with HISD.
• Foundation Director: Sally Swanson is the new Foundation Director.
• Digital Strategies Updates: IT is working to launch a new Computer Reservation system. The contract Coin Copiers expired, so they are going to start researching new proposals for printing services.
• Please start filling out the surveys IT sends you after a ticket has been closed. They help with customer service training and provides feedback about services.
• Please do not duplicate calls. You may call for an update, but if an issue has been reported, please do not report it again.
• Arts and Crafts Room @ CEN: There is a dedicated area for staff needed supplies and space to do any arts and crafts projects such as displays. Another purpose of the room is to engage volunteers and have them help make premade things that are needed.
• The space is located in room 455 (on the 4th floor) and has some supplies already stocked that staff might need (e.g., workspace, butcher paper, die-cut machines).
• There is no set schedule to use the room.
• There will be ready-made kits available.
• If you wish to take a trip to Central to look at the space or utilize it, please let M. Ryans or J. Santoyo know so that we can work the request into the schedule.
• You will have to be swiped in to get into the room, but the staff in the Kid's Room are there if you need entrance.
• Outcome-Based Programs: As a system, administration will be establishing goals for some (not all) library programs and examining the impact or outcomes of these programs. It's not about quantity but quality of the programs (e.g., How do our customers benefit from storytimes?).
• This will be a centralized process moving forward, and one of the first programs being analyzed is the Very Ready Reader Program.
• Process will require surveys to be distributed before and after programs or sessions to measure outcomes.
• If a customer speaks to you about a positive outcome (e.g., someone got a job because of Open Job Lab), please don't keep it to yourself. See if they would be willing to "go on the record" with their compliment, and if so, take down their name and number. Those stories should not stop with you.
• Link to handouts: Outcome Measurement Presentation
• Link to handouts: Outcome Measurement
• Financial Services: There are still issues with the Telecheck machine at both locations. IT and Dimitri Revada in Financial Services are aware of the issue.
• Please run the credit card and/or check transaction first before doing the transaction in Smart Money.
• If there are any issues with a machine not doing a close out batch at night, we can force one by pressing CREDIT -- MORE -- CLOSE or CHECK -- CLOSE.

Staff Discussion

• Time and Attendance Guidelines:
• During the benefit year (Sep. 01 - Aug. 31), any sick hours used over the allotted 64 requires a doctor's note.
• Wellness hours cannot be used to treat an ongoing illness or injury. If you use wellness hours, a doctor's note is needed to show proof of how time was used. This is needed in case of an audit.
• Remember that you must call in to the branch and/or supervisor no later than 30 minutes after the start of your shift.
• Everyone should be calling the branch first to alert staff or PIC of your situation. Everyone should have the private lines - not public lines - saved in their phones.
• Policy also dictates that employees cannot make up more than 4 hours in a given week. Again, there are always special circumstances, and each individual situation will be taken into account when determining the amount of time you are able to make up.
• Relevant documents:
• Notification of Tardiness or Absence
• Hours, Time, and Attendance
• Shelving Issues:
• Do not shelve items based on how a book looks (where you think it should go). You should shelve items as required by the call number (as everyone has been trained).
• If you think a book is mislabeled, communicate your concerns to a supervisor. They will look into the issue and report any concerns to LMS.
• At Kashmere, DVDs and CDs have been found in the cases on the shelf. The procedure is to place the discs in an envelope and file them in the filing boxes by the number on the card and shelve the case.
• The non-fiction DVDs at Kashmere will be interfiled so that they can be properly shelved and paged. This will be different from the previous arrangement, wherein the items were shelved based on category (e.g., National Geographic, History Channel, etc.)
• Link to the appropriate blog posting on change: Change in DVD Arrangement at KAS
• Supplies: If you use the last of something, please let Twanna or Dee know so that they can order more of it. We should not be running out of something just because there was a lack of communication.
• Delivery: If you a "time sensitive" envelope, please open it and place out flyers. If the flyers have a paper that says, "Please discard previous flyers," please remove the old flyers (recycle them) and replace them with the reprints. Do not leave both versions on the desk.
• The only items that should go on the managerial desk are any items addressed to manager, supervisor, or person-in-charge.
• Important to make sure the appropriate items are being placed out on the floor since some of them are time-sensitive.
• Remember that you should be completing all tasks related to delivery when scheduled for delivery. This includes putting up the bins (taking them to the front in some cases), putting all holds on the hold shelf, distributing items addressed to the appropriate persons.
• Supplies should be set aside. Please let Twanna or Dee know when supplies have arrived so that they can verify items and follow through regarding any issues.

Open Discussion

• Mark Item Used: 
• We will be creating a workflow to be used by the system, not just ours, so we need to think of how this would work in all locations.
• Staff settled on having a dedicated area for items picked up around the branch. Staff will be scheduled time on schedule to scan items under the Mark Item Used function. Items will be shelved and/or placed on shelving cart.
• Staff will do pick ups during their scheduled roving times.
• M. Ryans distributed a how-to-guide for the process. 
• Staff should watch the screen for any pop-ups because scanning the items in the function does not activate holds, discharge items, etc.
• Anything removed from the shelves are to be counted, even those items used for programs.
• Brainstormed workflow. Agreement that items would be placed on cart behind CSD at Kashmere and in a bin at Lakewood NL. Items will be processed as scheduled and shelved (if time allows) or placed on carts to be shelved at a later time.
• Link to Handout: Using the Mark Item Used Function
• Monies for Staff: Consensus from staff was to use it to go out for dinner or do an activity after hours. More discussion to follow and a decision to be made later.
• Meeting Rooms: Be sure to initial the form and the entries on the calendar. Linda is checking reservations to ensure that there are no double-bookings or other issues, but we need to know who took the reservation, and the way to do so is by having the person receiving the application initial and date.\
• Wellness: The deadline is March 12, 2016, for completing the other requirements needed to get the discount on next year's medical benefit. The posting is on the blog for the requirements. COH Wellness has also been emailing employees. You can check mycigna.com to see how much of the requirement you have completed.
• Staff Workstations/Desks: Some workstations are assigned, and as such items on them need to be respected and left alone. Do not move things from desks and certainly do not throw them away.
• J. Santoyo introduced a new way to celebrate birthdates: staff will get to choose between cake and drinks or a gift card, which will be presented to the staff member during one of the staff meetings.

January 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood NL Grouping

January 04, 2016

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)

Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:

Dionne McLaughlin (Senior Library Service Specialist)

Topics of Interest:

• Icebreaker
• Managers Meeting Notes
• Staff Discussion
• Open Discussion

First Topic: Icebreaker

• J. Santoyo hosted the icebreaker "Two Truths and a Lie." Staff seemed to enjoy it, and most of the staff easily guessed which of the statements was a lie. J. Santoyo told staff that the icebreakers would be a part of all staff meetings going forward.

Second Topic: Managers Meetings Notes

• Link to December 2015 Manager Meeting Notes
• Staff Updates
• System-wide:
• Melinda Campbell is the new Assistant Manager at Collier.
• Julia Bradley is the new Manager at Collier.
• Marcia Cameron-Denton is the new Manager at Alief.
• In-house:
• Alena Lee was hired as the new part-time CSC for our grouping. Her start date is January 19th. She will be housed primarily at Kashmere NL.
• Employee Assistance Program (EAP)
• EAP is here as a resource to aid employees who are having personal and/or professional issues. Professional issues can include issues such as harassment, bullying, adjusting to a new position, etc. Personal issues include depression, anxiety, stress, etc.
• EAP provides both short-term counseling and long-term counseling.
• Supervisors can (and are encouraged) to recommend EAP as a resource to employees, especially if personal issues are having an impact on job performance (e.g., punctuality). Remember that this is not a judgment but a recommendation in order to assist you in getting whatever help you need to be successful both professionally and personally.
• First session is often on COH time. The rest will have to be scheduled using your off time or accrual hours.
• Employee is not required to go to EAP.
• EAP representative can be deployed to the location if needed (e.g., death on the job, traumatic event, etc.)
• For more information, please review the resources below:
• COH EAP Page: http://houstontx.gov/hr/eap/
• Guidance Resources (Part of EAP): www.guidanceresources.com
• Handouts distributed at staff meeting
• HOPE Raises
• Starting this year, staff should see up to a $0.50 an hour raise on their checks. It should appear on the January 22nd check. The raise is dependent upon 1) if you are below, at, or above the midpoint for your paygrade and 2) how close you are to that number. (The closer you are, the less the raise). 
• Here is a link to the blog post discussing this more in-depth. 
• Mileage Reiumbursement
• Checks will not issued for amounts under $100. 
• Staff must now submit a petty cash form and pick up the amount from Financial Services at Central.
• Staff can authorize a supervisor to get the money, but they must notify Financial Services in advance that you are authorizing someone else to pick up your monies.
• If you do get a check from Financial Services for anything, please cash it immediately.

Third Topic: Staff Discussion

• Desk Guidelines: Just a reminder to 1) not have your cell phones out at the desk and 2) do not browse the Internet while at the CSD. You may continue to utilize HPL and COH websites/blogs for special projects happening at the branch (e.g., skills tests).
• Keep eyes open to keep circumstances under control.
• Be mindful of the CSD when assisting customers on the floor and don't leave coworkers alone without telling them.
• Telecheck Machines and PIN Pads:
• Please start using the PIN pads to process all credit card transactions. Instructions will appear on the FD200 (the original Telecheck machine).
• Checks are still processed through the old Telecheck machine.
• Watch the screen closely and follow the instructions, as due to some software updates the sequence of instructions might have changed.
• Kashmere NL has received a new Telecheck machine, so be sure to start copying the close out receipts. Place copy in the SMM binder and place original in deposit bag.
• The old Telecheck machine has been sent back to Dimitri Revada in Financial Services.
• WPRs and Skills Tests: This month, all staff will receive another WPR to update them on their progress in regards to their professional development and HEAR. Everyone with a skills test should have also received an email regarding the questions that will be covered when supervisors meet with staff to conduct the skills test. While you will be scheduled time off desk to go over your questions, you are also encouraged to use downtime to review the questions. As always, you are also encouraged to use your supervisors and teammates as resources.
• Technology Training for Staff: J. Lopez and T. Wade have offered to host in-house technology training for staff.
• Will start late-January/early-February and will be held on alternating Fridays so that everyone has a chance to attend a session.
• Schedule Changes: J. Santoyo announced a change to the schedule. Moving forward, staff will be assigned 1) a two-hour block time on the desk/floor and 2) an hour wherein they were allowed to prioritize tasks to get things done. Duties would not be assigned for this hour. Rather, the onus would be on staff to look around and see what needs to be done and do it. This can include catching up on shelf reading, completing a skills test, shelving, etc.
• Format of schedule change will be changing to give more autonomy to staff as to what duties they need to accomplish.
• Staff will see PIE on the schedule, which stands for Prioritize, Initiate, Execute.
• M. Ryans stressed to staff that they would be held accountable for using the time for work-related tasks. 
• This new change will be continuously assessed throughout the year in order to gauge the impact (positive or negative) on staff and workflow at the branches.
• Monies for Staff: We have a total of about $200 to spend on staff ($25 for placing in the Holiday Mask competition and $180 from NL Administration). This cannot be spent on gifts or gift cards, so we should focus on spending it on staff events such as holiday parties, staff appreciation events, teambuilding events, etc. Staff should think about this. We will revisit in next month's meeting.
• Suggestion: Going out to eat as a group.

Fourth Topic: Open Discussion

• Open Carry:
• Reminder: COH employees cannot carry weapons while on duty or on city premises. They can, however, transport or store a firearm in a locked, privately-owned motor vehicle in the parking lot.
• All guns must be concealed or holstered (if displayed openly).
• Gun can be a handgun or long handgun.
• Customers cannot bring in a handgun during school-sponsored events. (HPL will update us on this. Details will follow.)
• Can ask customer to remove weapon and lock in vehicle if they are present when a school-sponsored activity starts.
• Visits to the library by classes from nearby schools would count as a school-sponsored visit.
• Daycare visits are not exempt (if this changes, will update staff accordingly.)
• Reminder: Staff do not have the authority to ask a customer if they have a CHL or to present their license. Only LEOs can do this, so please do not ask this of any customer openly carrying.
• If you are concerned about someone openly carrying (e.g., they are acting suspiciously and/or aggressively, threatened you or another customer, etc.), let a supervisor know or call HPD.
• Reminder: Do not get into discussions with customers about open carry laws. HPL has provided a statement you can give to the customer (don't have to memorize, but this was posted on the blog here). Also, do not provide the media with any comment other than the one HPL provided (that can also be found on the blog here).
• Reminder: Use your judgment if you encounter someone openly carrying. If they are merely using library services, then they are acting within the law. HPD will investigate persons calling 911 to falsely report those persons lawfully carrying. As always, if you do have any concerns, contact a supervisor.
• Links to various resources:
• Blog post on Open Carry (email from Dr. Lawson)
• HPD COH Open Carry page
• Open Carry posting on Intranet 
• Firearms Legislation Overview (COH)
• Branch Issues:
• Discussed suspension of customer KM. 
• Staff have started scanning items on the shelves at Lakewood NL.
• Kashmere NL has been selected as a notary site.