October 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

October 31, 2016

In attendance:
Melissa Ryans (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)

Not in attendance: 
Jose Santoyo (Assistant Manager)

Topics:
Managers Meeting Notes
Staff Discussion
Open Discussion

First Topic: Managers Meeting Highlights

• NL Changes:
• Jungman is now open. Young opens on November 5th
• YOU will be a standalone location.
• Cedric Clark is the manager at Young.
• Jerome Hurt is the assistant manager at Young.
• Smith is being paired with Melcher; the grouping will be managed by Shirley Singletary
• Assistant manager position will be posted as a Senior Library Service Specialist.
• Karen Luik will be managing SWX/WAL
• Kitty Myers will be temporarily managing KEN (the position will be posted)
• Gregory School has a new assistant manager, Miguell Ceasar 
• Digital Strategies
• Sirsi will be upgraded on 11/02. Staff should log out of WorkFlows on all computers but leave the terminals on so that the update can go through.
• New version should be 3.5.2
• Open Athens - new software for accessing databases
• Customers will need to know PIN
• We cannot provide PINs over the phone. Customer must come to the library and present library card and/or identification.
• See FAQ on website
• See policy on Intranet
• We can reset PINs over the phone but cannot recite the new PIN to them:
• Verify information on account and reset PIN to a number on account (e.g., last digits of phone or license, birthdate [MMDD])
• Customer should know what the information is. Customer still has to come into the library to retrieve PIN and/or change it
• Blue Cloud Visibility - new SirsiDynix software linking catalog with Google
• EBSCO Discovery - new software will search databases via catalog; go live on 11/28
• Learning Link
• Student barcode is first letter of last name + HISD student ID (also lunch ID)
• PIN is the two digit month and day (MMDD)
• School ID is in User Category 8
• Use PIN and User Category 8 to distinguish between students with the same last name
• An HISD School Code Lookup has been provided on the Intranet (click on "References", then look on the left-side of the page under "Circulation-Related Lists and Reports"). Staff can type in the either the school number or school name to search
• Other Notes
• Float Hub is being revised. They are creating FLOAT accounts that staff will use to check out float items before sending them to LMS
• UPDATE: Click here for instructions
• Be sure to discard poor materials - do not send items in poor condition to Float Hub!
• Active Incidents: You can sign up to receive up-to-date information regarding emergency/active incidents around Houston and Harris County:
• COH Emergency Notifications
• City of Houston Active Incidents (both HPD and HFD)
• Wireless Emergency Alerts
• Greater Harris County 9-1-1 Emergency Alerts
• Houston TranStar

Second Topic: Staff Discussion

• Law Enforcement and Customer Records 
• The policy is on the Intranet: Administration 1.9 - Confidentiality of Records and Compliance with Law Enforcement
• If a LEO visits the library to discuss library business (e.g., customer information), as for identification and refer agent agent to director or director's desginee
• No Court Order: explain policy and that a proper court order has to be presented to the library. Without that order, neither the FBI or local law enforcement has the authority to compel cooperation with an investigation or require answers to questions (other than name and address of person speaking with officer
• With Court Order / Subpoena: Notify the Director's Office (they will direct the subpoena to legal counsel)
• Send subpoena to Director's Office via delivery ASAP
• With Court Order / Search Warrant: Can be executed immediately; do not interfere with search and seizure
• Call a supervisor ASAP; they will notify Director's Office
• Cooperate with search to ensure only records identified in warrant are produced
• If warrant is issued under Patriot Act / FISA
• Same as above but order usually comes with a "gag order" (no person or institution can disclose that a warrant has been served or records have been produced)
• We must comply with "gag order"
• Cannot disclose information to any party, including the person whose records are the subject of the warrant
• HPL App: Customers can install the HPL app and use it to present barcode to check out items (particularly useful for self-checkouts)
• Emails: be on the lookout for suspicious emails; remember lessons from CyberSecurity trainings (newest threat is from hous.hr.resources.org)
• Courtesy: Courtesies are a form of customer service and is usually a one-time thing offered to customers under exceptional circumstances:
• Examples of exceptions: partnerships (e.g., TFL, Project GRAD) and customers with disabilities
• It's okay to print a document for a customer if he or she lacks funds or do not have bills/change, especially if it is job or school-related. But BEFORE offering to do so, encourage customer to get change so that they can get a card. Offering to do so should be second or third, not first. 
• Provide courtesy once, but EMPHASIZE to customer that it is a one-time courtesy due to the special circumstance and they will be expected to have funds / change next time.
• For computer assistance: help once, then encourage them to bring someone to aid them. It is not staff responsibility to type essays, resumes, or fill out FAFSA or job applications.
• Remember: providing excessive courtesies to repeat customers does a disservice to the library, vendors, and your coworkers. 
• iTeam: Remember to not reserve customers from CSD. They should always be directed to kiosk
• Remember that new library cards sometimes take 24 hours to work with the system; provide guest pass
• If customer cannot sign in at kiosk, reboot kiosk; system sometimes loses connection with Sirsi, and rebooting forces the connection again (customers should be able to sign back into system)
• Document double-bookings with full barcode, date, and time of occurrence:
• UPDATE: Type in "720" minutes rather than "60" minutes when creating guest passes. This should halt the double-booking issue.
• Should issue continue to occur, document and let supervisor know.
• Obscenity:
• Follow guidelines found on CE Blog under "Resources", then the "How To -" section of the blog. "Handle Customers Accessing Obscene Images"
• For accusations that a customer is watching pornography or obscene materials
• Staff assess content and determines if it falls into guidelines
• If it does not, apologize to customer and explain we have to follow certain procedures in order to comply with policies and law
• If it does, follow guidelines listed in the linked document.
• Definition of obscenity: we follow the definition in the Texas Penal Code (listed in document as well):
• Obscenity is material or performance that depicts patently offensive representations or descriptions of:
• ultimate sexual acts (normal or perverted), actual or simulated
• includes the following: sexual intercourse, sodomy, sexual bestiality
• patently offensive representations or descriptions of:
• masturbation, excretory functions, sadism, masochism, lewd exhibition of genitals (in sexual stimulation or arousal), covered male genitals in a turgid state
• lacks serious literary, artistic, political, and scientific value
• Per the above definition, that means that customers can watch the following:
• women twerking in thongs, wearing bikinis, sheer t-shirts
• the naked torso of a woman or man
• Do not use your personal definition of obscenity or pornography when assessing the content being viewed by customers.
• Person-in-Charge (PIC): The PIC is the in-charge person when supervisor is not on-site 
• PICs are identified on daily schedule - names of PIC are bolded
• PICs act as supervisors in the absence of managers
• Follow the lead and directions of the PIC at all times to minimize conflict and maximize teamwork. 
• Provide a unified front to customers to minimize confusion.
• If you disagree with a decision made by the PIC, let a manager know upon their return or email them your concerns. Do not argue with the PIC.
• Internal Customer Service: Remember that COH expects that employees demonstrate patience, courtesy, respect, and understanding to all customers, both internal and external.
• If a staff person is doing something incorrectly that needs to be addressed immediately because it has an immediate impact on service (e.g., paying fines through Sirsi rather than SMM), it makes sense to correct them then and there
• If it is something that does not have an immediate impact on service (e.g., incorrectly telling a customer that they can only check out ten CDs), let the staff person finish the customer transaction and then tell them. The staff person should then notify the customer of the miscommunication.
• If someone is attempting to aid you by correcting issues and/or errors, please be respectful and listen. If you feel that the information being presented is incorrect, you are more than welcome to let me know.
• Always be respectful when assisting, coaching, and aiding one another.

September 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

September 30, 2016

In attendance:
Melissa Ryans (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) Pedro Fonesca (Senior Manager)

Not in attendance:
Jose Santoyo (Assistant Manager)
Ana Santana (Customer Service Clerk, Part-time)

Topics:
Team Building Activity - Jeopardy!
Managers Meeting Highlights
Staff Discussion
Open Discussion

First Topic:
Jeopardy!: Staff were assigned into three groups to answer questions about themselves. Topics included their favorite books, movies, and the location they started at HPL.

Second Topic: Managers Meeting Highlights
Link to August 2016 Managers Meeting Notes

• Learning Link Accounts: 
• Learning Link accounts are now in Sirsi, and we go live with these accounts on Monday, October 3rd. Until then, these accounts are not to be used.
• Fred Schumacher emailed all staff an FAQ about these accounts. Read it carefully. There is a post on the blog about the FAQ, and it is linked to under "Staff Resources" as well.
• Staff Development Day:
• Staff should receive an email with the decal to park in Lot H.
• Remember: you must have your badge to get into the building.
• Registration ends at 8:45AM.
• FAQ is on the Intranet
• Notary: Staff with notary duties are considered "on-call" during their off-desk time. 
• The specific hour assigned to staff is highlighted in green on the schedule.
• We tried very hard to schedule staff so that at least one person is doing an off-desk task so that the people working the desk/floor or in a program are not pulled away to handle transactions (sometimes difficult through when short-staffed).
• Staff at desk should get assigned staff to handle the notary transaction.
• All notary fees go into the FINES envelope (envelopes at Kashmere NL will be updated)
• Pensions: Mayor has worked with HPD, HFD, and municipal pension system to try to get a reign on pension situation. If COH does not take care of it, the State of Texas will.
• More information can be found here.
• COH Drug and Alcohol Policy: COH has a No Tolerance policy regarding drugs, and alcohol is prohibited during working hours. Coming to work intoxicated or under the influence of drugs is also not tolerated.
• If a supervisor suspects that you might be inebriated or under the influence of drugs, the department can have you undergo a "reasonable suspicion" drug test. 
• If at any time a supervisor initiates the screening and you fail the test, you are automatically terminated.
• On the other hand, if you self-identify (meaning that you tell your manager before he or she reports it), you will not be terminated because you self-identified prior to receiving notification of the test.
• An abbreviated version of the policy (that was passed to all staff at the meeting) can be found here.
• The official COH policy can be found here: EO No. 1-12: Amended Controlled Substance and Alcohol Abuse

Third Topic: Staff Discussion

• Statistics: Please be sure to have all statistics for programs and outreaches entered into the program / HEAR logs by the 1st of the month. This is not always doable, but you should be attempting to enter stats if not every day then at least once a week.
• Deadline for statistics is very firm: they are due on the 7th of each month.
• Communications and other departments use those stats when reporting to various persons and entities.
• Trainings: Everyone has been enrolled in the A to Z webinar.
• So far, most of you will probably meet your HEAR goal by the end of this year. 
• Staff will receive 6 hours of training credit for attending Staff Development Day.
• Other Info:
• ILL - Only A/V materials (audiobooks, DVDs, CDs, etc., go in the bubble-wrap envelopes.
• Staff should place A/V materials in manila envelope and send to ILL (good practice: write A/V on the envelope so that drivers and staff know to handle package with care).
• Staff should provide customers will all components of the ILL item. For example, if the item comes in a plastic bag, provide customer with bag and let them know that it should be returned along with the items,
• Most of the time, additional components are labeled as such.
• Remind customers to not remove purple label - that is how ILL tracks the item, and ILL creates special barcodes that are different from regulation HPL barcodes.
• COH Employees: You can let COH employees enter the building when it is closed. This does not extend to employees of other companies and/or organizations. 
• If there is ever an issue when someone from another agency wants to enter the building when it is closed, contact me or Jose. In our absence, contact the Senior Manager or CE Administration (x32707)
• Sometimes vendors are sent to the location to work on something in the building and will ask for access. If you are unsure, contact me or Jose. In our absence, contact the Senior Manager or CE Administration (x32707) to confirm if a vendor was sent to the location.
• Criminal Activity: We are not responsible for criminal activity that occurs off library property. If a customer enters to complain or report a criminal activity that occurred off library property, allow them to use the phone to call 911 if it is an emergency.
• If it is not an emergency, provide them with the the HPD Non-Emergency number.
• The customer must make the call, and the customer must remain on-site until HPD arrives to give a statement. 
• We cannot act as an agent on behalf of customers for incidents that take place off library property.
• If a customer contacts HPD and officers do arrive on scene, do an incident report and get the incident number/information from the customer/officer.
• If the incident is occurring, then you could act as a "good Samaritan" and call 911, but do not get involved and place yourself in harm's way.
• If you are ever in doubt, contact your supervisor (or Senior Manager / CE Administration in the absence of a supervisor). 
• Gaming Equipment: Remember to power down the game consoles BEFORE unplugging them. This is especially true for the PlayStation 4 in the gaming room.
• Powering down the PS4 is especially important because not doing so can corrupt the system - the game even tells you so.
• To power down the PS4, press the PS button in the middle of the controller, then select "Power Down Console"
• Holidays and Vacations: Please start submitting vacation requests for the holidays. An email will be sent out next week. 
• Remember that supervisors have an obligation to make sure both locations are adequately staffed.
• Remember that supervisors have to be equitable and fair when scheduling vacation requests during the year, so please be flexible.
• Remember that the Floating Holiday ends on December 31st, and you must request it at least 30 days in advance. 
• Submitting the request less than 30 days will not be approved.
• Combined Municipal Campaign (T. Wade): Fall Festival is on October 28th. Tables and booths will be throughout the buildings and hallways too.
• Central will be open during this time, so there will be customers browsing tables/booths too.
• CMC runs from 10/01 - 10/31
• Employees can give online or can sell items to raise funds.
• Branches must choose to do either a booth or enter pumpkin carving contest. Entry fee for both is $5.00.
• Booth suggestion: Jeopardy game using poster board, index cards, etc.
• Still considering the rules of the games and operation of the booth.
• J. Lopez and K. Beck wanted to do the pumpkin carving contest.
• Staff cannot raffle items at the locations. They can get an agency to come in and do a raffle.
• Staff decided to sell drinks and snacks (e.g., chips, candies, water, etc.) at the locations.

August 2016 Staff Meeting Notes

Meeting Notes 

Kashmere/Lakewood Grouping 

August 29, 2016

In attendance: 
Melissa Ryans (Manager)
Jose Santoyo (Assistant Manager)
Juan Lopez (Senior Customer Service Clerk)
Twanna Wade (Senior Customer Service Clerk)
Ann Perry (Customer Service Clerk)
Karl Beck (Library Assistant)
Joseph Asberry (Customer Service Clerk, Part-time)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)
Pedro Fonesca (Senior Manager)

Not in attendance: 
Dionne McLaughlin (Senior Library Service Specialist)
Linda Adams (Customer Service Clerk)
Dee Hunter (Library Assistant)

Topics:
Icebreaker
Managers Meeting
Staff Discussion
Open Discussion

First Topic: Icebreaker
Human Knot: Staff worked together to untangle a "human knot" without letting go of hands. Team did not complete due to time constraints, but staff would liked the icebreaker and would like to revisit this at a later date when more time is available; possible suggestion to use strings to elongate the "ropes" and allow for more maneuverability.

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

• Here are J. Santoyo's notes from the August 2016 managers meeting. Some highlights are:
• Collier's manager position will now be an LIII
• Four additional positions are about to be posted:
• 3 Senior CSCs for Passport Services
• 1 Library Service Supervisor for BLU
• Guided Resources and COH Employee News discounts: take advantage of the discounts offered to COH employees. Links to the websites as well as instructions on how to enroll can be found on the CE Blog.
• Wellness program started on August 1st and ends on March 10, 2017.
• Remember that biometric data is needed (measurements had to have been taken after 02/01/2016)
• There will be biometric screenings offered around Houston, but the sessions will be highly limited. Try to get your measurements from your annual wellness/physical appointments.
• Biometric data: blood pressure total, HDL cholesterol, height, weight, and waist circumference
• Health assessments need to be completed by employees and eligible spouses by  12/05/2016
• Once again, there is an additional step:
• Can choose to do preventative care (deadline: 01/31/2017)
• Can choose to do telephone coaching but has to be done early because you have to complete several sessions in order to complete this step (deadline: 03/10/2017)
• The 2017 Combined Municipal Campaign is approaching. Training for coordinators will be held, and the Fall Festival is on 10/28/2016.
• Libraries will be opening 1 hour later at 2PM, so it is expected that staff participate and attend the event.
• Each location has to provide either a booth or carve a pumpkin (entry fee: $5).
• Staff Development Day: Remember this is on 10/10/16, and it is mandatory for all staff
• Vacation requests will not be approved unless it is a highly extraordinary circumstance.
• Managers are asked to provide reasons why staff are not/cannot attend.
• Parking is a huge issue: carpooling is highly recommended
• Email will be sent on 09/13/2016 for staff to sign up for carpooling drawing. 
• At least three people per car; rest can make arrangements or park at Lot H
• Security at CEN will only let people on the list enter the parking garage
• Notary Services: Start date is Monday, September 19, 2016.
• Will determine logistics at the branch-level
• Learning Link: 
• Copies of presentation PowerPoint were provided at meeting to all staff. In summary:
• 10 items can be checked out at a time: print materials and audiobooks only; DVDs and laptops cannot be borrowed on these accounts.
• No fines will accumulate on account, but customers will be charged for damaged/lost items up to $10 per item
• They can still check out items despite fines/fees on account as long as account is under $50 ($49.99)
• Accounts cannot be sent to collections
• No actual card will be given to middle and high school students
• User name/account is first letter of first name and school number (ID)
• PIN is month and date of birthday (MMDD)
• Pre-K - 5th grade will be issued a card that schools will provide
• Elementary school accounts can only check out juvenile materials
• Middle and high school students can check out YA and adult materials
• HISD staff/teachers/employees will also get an account for digital access only
• Launch is scheduled for mid-September to early October.
• Digital Strategies: Roland Lemonius is the new Tech Link Manager
• Houston Housing Authority Voucher Program: HHA is opening up their waiting list once again for housing. HPL is providing customers with access to computer labs so that they may do their applications.
• Encourage customers to apply on Tuesdays, Wednesdays, and Thursdays. HHA takes 20% of applicants from each day. 
• More information can be found here.
• Renovations, Opening and Closing Calendar 2016 (list of branches and the dates they will be closing or opening)

Third Topic: Staff Discussion

• HEARs: Remember that our main goal as managers is to give staff enough time each week or month to meet your goal (which is a 3). So if you plan says you have to complete a task twice a week to get a 3, then we should be scheduling you to complete that task twice a week. 
• To earn 4s and 5s, you should take the initiative and demonstrate your ability to work efficiently and to communicate to us that you need additional time.
• Do not log formal trainings (e.g., those trainings given by COH and HPL, those trainings taken through TMS, and any trainings reported to HPL Training from approved resources).
• Will start emailing on a monthly basis training opportunities for staff.
• To begin: Everyone should take the Cyber Security training. HITS states it is optional, but everyone in this grouping needs to take it.
• Continue to log informal trainings (e.g., trainings conducted in-house by supervisors and/or your coworkers)
• All in-house trainings will now have sign-in sheets to ensure staff gets credit for participating
• New Programs:
• Workforce Solutions is offering on-site training at KAS every other week on Tue, Wed, and Thu from August through October.
• Project Grad starts in October at KAS and focuses on providing college preparatory assistance with FAFSA and college essays.
• Keys and Locks: Looking to see what locks staff have access to and update cores as to get rid of skeleton key (master key) and branches.
• Exempt locks: Manager's office and security room/closet
• J. Santoyo created a wonderful Google spreadsheet for staff to document which locks work with their key and those that do not
• Holidays and Vacations: M. Ryans will send out an email to all staff in October requesting a list of dates and times you want off for the holidays.
• Be mindful to the fact that our goal is to be fair to everyone. I will be comparing this year's requests with last year's.
• We were told last year that we could not request assistance in order to staff our locations for the holidays, so please be mindful of that.
• Switching weekends: staff are encouraged to be mindful that some are scheduled to work after both holidays, so be kind if a staff person asks to switch.
• Staff are not required to switch weekends.
• Shelving and Shelf Reading: Everyone should shelve everything, as I am working on updating the shelving/shelf reading assignments. Keep shelf reading your assigned sections.
• Staff can shelf read other sections if they see that it needs to be done
• Volunteers: 
• LAK received a new volunteer from the Chinese Community Center, Ms. Ngo. 
• KAS received a new student volunteer.
• Outreaches and Open Houses: This week, staff will begin calling schools to establish contacts. If interested in attending an outreach, please let me know. Staff will be partnered up (if necessary) to attend requested open houses.
• Reservation System: Please see the post on the group blog regarding reminders and issues with the iTeam system.
• Remember that if you submit a ticket to IT to forward the incident number to supervisors so that they are aware that the issue has been reported.
• Staff are allowed to include all staff on the emails, too.
• T. Wade stated that staff can highlight cells on the reservation screen then click "Make Reservation" - this will automatically give customer those assigned time slots. (e.g., 1 cell = 15 minutes; 4 cells = 60 minutes)

July 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

July 18, 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)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:

Dionne McLaughlin (Senior Library Service Specialist)

Topics:

Managers Meeting

In-house Discussion

First Topic: Managers Meeting

Link to June 2016 Managers Meeting Notes

Handouts from Meeting

• Helena Stokes is the Assistant Chief at Central. Curator Danielle Wilson is now manager of Gregory School.
• Dominick Spinelli is the new manager at Jungman Neighborhood Library.
• CE Administration will be sending out an email regarding staff interest in working at Jungman. Similar emails will be sent regarding Blue Ridge and Young (the new building is twice the size of the old building). 
• Locations must be staffed using current staffing levels. There are no additional funds for staffing.
• Staff will see HOPE pay increase on the July 22nd pay check. 
• For information regarding the pay scale and how to calculate the change per hour, please refer to this post.
• HEAR reviews for non-supervisory staff are due by July 31st. 
• Staff should start thinking about what they would like to see on their 2017-2018 HEAR plans and/or submit any suggestions for SMART goals. 
• The Customer Experience blog has a suggestion box for all employees that want to share their suggestions. 
• There will be staff appreciation fund for the new fiscal year. Details to follow.
• Please be vigilant about the permanently banned customers (there are two; both branches have the notices posted in the workroom). Familiarize yourself with their pictures. If you see them, alert a supervisor. Do not give them new library cards or give them permission to use the facilities.
• United Way will be donating refrigerators to locations participating in the Summer Food Program. Details to follow.
• HISD and HPL are getting closer to finalizing details regarding the new Learning Link cards that will be going out to HISD students and employees. 
• Mandatory training for juvenile staff and mangers will take place at their respective meetings in August.
• This grouping will have an in-house training for all staff. 
• Digital Strategies
• New reservation system is being piloted at Central
• New system interacts with Sirsi
• New system will link the PIN in Sirsi to the computer/library card number (so the PIN in Sirsi will be the PIN for the reservation system)
• Computer cards will have to be renewed
• There is an automatic time extension for customers if two computers or more are available.
• Staff can send messages to customers at computers, and customers can send messages to staff from their computers.
• Old passwords will not work, and it will take 1 day for changes to be updated in the new system. Staff will have to use guest passes until the change takes effect.
• DS is considering transitioning from computer cards to guest pass numbers written on strips of paper (staff would provide on to customers - would work for 1 day)
• Customers will have to enter card number plus PIN to reserve station
• Computers will reboot after a customer signs out
• There will now be a five minute wait between each session on the express computer.
• New system will show reservations that were not accepted or logged in as "No Shows" (should help when customers claim they were skilled or that staff deleted their reservation)
• In the new system, staff should not make the reservation for customers. Print out a guest pass and redirect customers to kiosk and assist them with logging on.
• Customers can no longer select a specific computer.
• Looking into laptop dispensers; RFP for new printing contract includes request for system to accept credit/debit cards
• Looking to have scanners that will scan documents to USBs
• Looking to have Windows 10 on public terminals but will not have the Windows 10 display (e.g., tabs, cards, store, etc.)
• Youth Services
• Staff should have back-up programs in place in case SRP performer is a no-show.
• Remember: do not award group prizes. 
• Group prizes are packaged by Central; we do not distribute the prizes we have at our locations because then we would have nothing for individual kids. Twanna and Dionne communicate this information to Youth Services.
• For groups (schools, daycares, community centers, etc.) refer to Twanna or Dionne. If they are not available, take a message that includes contact name, phone number, and date
• You can also get a supervisor so we can speak with the group
• Remember to award programs/activity prizes in Evanced.
• Library Foundation
• Houston Public Library Foundation: vote on Charity Navigator so that they can be rated by the company.
• Looking for impact and outcome statements from customers.
• If a customer comes to you saying that they found a job or they accomplished something because of the assistance you provided, see if they would be willing to go on the record with it.
• Get the customer's name and contact information and provide me or Jose with the information so that we can kick it up the chain of command.
• The foundation is looking at having people participate in Amazon Smile, which donates a percentage of purchase costs to a charitable organization (in this case, it would be the foundation).

Second Topic: In-House Discussion

• Reminder; There are new Flip Kit procedures. Be sure you are checking out returned Flip Kits to the KAS-REFURB or LAK-REFURB accounts before sending them to CMH. 
• For information about the procedure, please view this blog post: New Flip Kit Procedures
• Reminder: There are also new discard procedures. Please make sure to review these procedures before discarding any items. You can find the procedures here. 
• Summer Food: Due to high program attendance at on Tuesdays and Wednesdays, staff should order 34 lunches and 34 snacks on these dates. On Thursday, staff should order 24 lunches and 34 snacks.
• KAS: Please make sure the plug for the iPad kiosk is inserted securely and fully.
• Wellness and Floating Holiday: Wellness hours have to be used by August 31st or you will lose them. Floating Holiday requests must be submitted 30 days in advance. They need to be used by December 31st.

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)