August 2014 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

August 25, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Karl Beck (Library Assistant)
Tandi Pierson (Library Assistant)

Jennita Thomas (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Not in attendance:

Marissa Baltrip (Customer Service Clerk)

Dee Hunter (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Topics of Interest:

• HEAR
• CSD Discussion
• Civic Engagement and the Embedded Librarian
• Lakewood Shifting Project
• Incident Reports
• Open Discussion

First Topic: HEAR

• Remember that staff have 15 days to sign off on their HEAR plans after they have been presented. If staff needs assistance signing off on them, please ask your supervisors.
• After signing, staff must click “Save” again to make sure it actually gets processed. (Scroll to the bottom of the page after signing at the top.)
• If staff does not save signature, the plan is auto-signed by the system after fifteen days.
• Plans are comprised of items that would improve your performance and/or productivity. If there is a certain area in which you believe you could improve, please bring it up in discussions with your supervisors.
• SMART Goals have to be tasks that supervisors can measure
• P. Fonseca is still working on some plans and will be meeting with staff this week.

Second Topic: CSD Discussion

• Bookdrop should be checked twice a day: once when staff arrives and again when the branch opens.
• Staff expressed reservations about safety in regards to the bookdrop at Lakewood since it is outside the building. Staff would rather check the bookdrop once the building is open.
• Group consensus was that bookdrop would be checked when branch opens. This new arrangement will be reflected on the daily schedule at both locations.
• Staff should not be drinking while greeting and roving.
• At the CSD, staff can have a drink if the container has a lid on it. Try not to drink in front of customers, even if it is a bottle of water.
• Drinks should be stored under the CSD, not on top of the desk. Do not drink while assisting customers.
• Regarding placing customers’ USB drives into staff computers at CSD: if a customer is irate about having to wait for a computer to print something, take them into the computer lab (KAS) or allow them to print from a laptop at the CSD (since these are on the public network like the desktops).
• The catalog computer at KAS allows customers to print from USB devices, so if they do not want to wait for a computer so they can print, they can use the catalog computer to do so. At LAK, customers can use the fifteen minute (express) computer.
• These options allow the branch to charge customers for their prints.
• Staff should not be pulling up customers’ emails at the desk. Again, this is a safety and security issue.
• Again, refer to the fifteen minute (express) computer (at LAK) or take out a laptop and allow them to print documents from there. At KAS, the computer lab is an option.
• Customers should be paying for their print outs. Staff should be charging for print outs they print for customers at the CSD. Can put it in as booksale in Smart Money.
• Only in extreme circumstances are you able to use your judgment on if you need to assist them at the CSD. This includes checking their email.

Third Topic: Civic Engagement and the Embedded Librarian

• This is a new initiative by HPL.
• Managers will be involved in pulling together a team of 5-7 community leaders to decide on an issue and work to resolve it.
• Must set and achieve goals by end of project
• Meeting for LAK will be held on Tuesday, September 2^nd at 6:30pm
• Meeting for KAS will be held on Thursday, September 11^th at 6:30pm
• If interested parties approach staff, please refer to P. Fonseca

Fourth Topic: LAK Shifting Project

• Reference has been moved to the designated adult reading spot near the magazines
• Juvenile Spanish books are now located along the wall that formerly housed reference books

Fifth Topic: Incident Reports

·         There is a link on the group blog on how to fill out and submit an incident report

·         P. Fonseca distributed document that outlines when to call HPD, even if a customer says not to

·         Staff can call HPD Non-Emergency (phone number is on group blog)

·         Staff should call and document on incident report the time they called. If HPD does not show up, document that on the incident report as well.

Sixth Topic: Open Discussion

• Debate whether or not staff should have assigned shelving areas.
• Juvenile specialists would get children's areas so that they remain informed regarding their collections. Would place a second staff person in the area for assistance since juvenile areas see more traffic and use than the other areas of the collection.
• Staff raised concerns regarding people not shelving other areas if they are scheduled to shelve and there are no books in their section to shelve.
• Staff raised concerns about people shelving in their area and messing up the sections by improperly shelving.
• Consensus was that there would be a hold on assigning areas and the topic will be addressed again if need be.
• Regular rule applies: staff scheduled to shelf must shelve all areas. There are no assigned sections.
• The public chairs at KAS are going to be cleaned and scotch-guarded. The chairs in the computer lab will be replaced.
• Chairs from JUN will be installed at KAS in the adult and teen areas.
• Chairs in staff workroom will be reupholstered and cleaned.

June 2014 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

June 30, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Marissa Baltrip (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Tandi Pierson (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Jennita Thomas (Customer Service Clerk, Part-time)

Not in attendance:

Dionne McLaughlin (Senior Library Service Specialist)

Topics of Interest:

• Daily Schedule Editors
• Customer Service Desk Refreshers
• Summer Food Program
• Daily Statistics
• Greeting/Roving
• Open Discussion

First Topic: Daily Schedule Editors

•  J. Lopez and T. Wade are able to update the daily schedule if an emergency occurs and staff is not able to be where they are scheduled to be at. D. McLaughlin will get access when she gets a Gmail account.

Second Topic: Customer Service Desk Refreshers

•  Staff should backdate items deposited in the bookdrop until the branch opens. If staff does bookdrop at 8:30am, staff should check bookdrop again at 10:00am. Backdate both times.
• Everyone on staff is allowed to waive fines provided the reason is valid.
• When waiving fines, staff should add notes to the account.
• Staff does not have to ask supervisors for permission, but if a staff member is unsure that the reason is valid, please refer to a supervisor.
• If staff forgets to backdate when doing bookdrop, staff must waive fines that accumulates on customers’ accounts.
• Pick up/closing procedures include straightening shelves. Staff should be picking up books around the library and shelves. If time permits, staff should re-shelve those books.
• When the branch closes, staff should first lock the doors, then proceed to other closing procedures such as rolling the laptop cart to the workroom, powering off the monitors, etc.
• If you are helping a customer and it is time for you to clock out, please continuing assisting customer; do not ignore the customer.
• Staff is supposed to say the HPL greeting at all times, regardless if we know the person calling.
• Laptops are not being checked in properly, as fines are accumulating on customers’ accounts. Make sure that you are discharging the laptops from customers’ accounts. Manager will start referring to the daily schedule to see who is working the CSD at the time the laptop is discharged if problem persists.
• Items not found on paging list should be marked as missing in Sirsi.
• Customers can use offender IDs to get library card but must verify address with another document. Photocopies of IDs are not acceptable. Customers can use the temporary paper IDs issued by the DMV, but the document cannot be expired.
• Staff need to check out items onto their account so that items are not marked as missing when paging is done.
•  Staff can continue overriding holds found on shelf by patrons, but do not override holds to check out an item to yourself. Circulation Administration is monitoring these activities and can find out if staff is doing this.
• D. Hunter reported that laptops at Kashmere NL are not printing. IT came out at one point to fix them, but the problem persists. P. Fonseca stated to call IT again and/or contact the IT staff member who previously assisted with the problem.

Third Topic: Summer Food Program

• The snacks from the Summer Food Program have gone missing on two occasions. It is unacceptable and the blame is falling back on M. Baltrip and P. Fonseca. The snacks are not for staff members.

Fourth Topic: Daily Statistics

• Staff will begin tracking every time they help a customer that involves a foreign language interaction. Daily statistics sheet will be revisited to accommodate this new statistic, which we will begin documenting on July 1, 2014.
• This is part of a city-wide initiative, iSpeak. Citizens will be given cards that identify the language they speak. Interpretation assistance can be provided through 311.
• Staff will tally each transaction (person) under the language they speak and the source of the assistance (staff or 311). Staff will continue to record reference/directional/computer questions in the appropriate locations on the statistics sheet.

Fifth Topic: Greeting and Roving

·         Greeting customers is not just a customer service but also for safety. Pay attention to your surroundings, even in the staff workroom.

·         Staff scheduled to greet and rove at both locations should monitor flip kits while roving. Make sure that customers are not opening kits and removing items.

·         Staff have to get better at the five expected behaviors of good customer service: 1) Greet Customers, 2) Smile, 3) Make Eye Contact, 4) Use Their Name When Applicable, and 5) Acknowledge Them As They Leave

Sixth Topic: Open Discussion

• Recommendation that staff replace the white bins housing the board books at Lakewood NL. M. Ryans will get with T. Wade to look at alternatives.
• Recommendation for bilingual displays at the branches.
• Managers’ meeting notes have been posted on the blog. Staff should read over those notes to remain informed of what is happening at HPL.
•  M. Ryans will order more earplug coverings for the headset at Kashmere NL.
• If the phone rings more than two times, staff not on the floor should answer the phone. C. Nino and M. Ryans asked whether or not to let the phone ring if staff were busy at the front desk. P. Fonseca stated that staff should answer the phone and explain to patron that he or she is with a customer. Please ask if the customer wants to hold or call back later. Staff should answer the phone during business hours.
• Staff in the back should pick up the phone if staff on the public floor is busy.
• J. Lopez shared a paging tip: at the top of the paging list there is a drop down box with the option to sort titles by location, pick up library, and type. He has found sorting titles to be very helpful when doing paging lists.
• Staff should make sure that they are using the new comment forms. The new version of the form can be found on the Intranet.
• M. Ryans will purchase more earphone covers for the headset at the CSD at Kashmere NL.
• The new Deputy Director of Customer Experience, Michele Gorman, starts on July 7^th.
• Staffs should try to handle customer complaints before directing them to the manager or kicking it up the administrative chain. If the customer insists on speaking to someone else, refer to the Manager. If the customer persists, provide him or her with NL Administration’s number (832-393-2707). If the customer continues to insist on speaking with the Director, provide them with 832-393-1300. 

May 2014 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

May 19, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Marissa Baltrip (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Tandi Pierson (Library Assistant)
Latoya Chase (Customer Service Clerk, Part-time)

Jennita Thomas (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Not in attendance:

Dionne McLaughlin (Senior Library Service Specialist)

Topics of Interest:

• Employee expectations
• Summer food program
• Unattended child policy
• Incident reports
• Greeting/Roving
• Open discussion

First Topic: Employee Expections

P. Fonseca distributed copies of Team Leader Shammi Gill’s email regarding internal and external customer service. The main points covered are:

• Staff should treat everyone courteously and respectfully.
• Staff should be productive.
• Staff should have a considerate and cooperative attitude.
• Staff should report to work when scheduled and follow directions.
• Staff is responsible for familiarizing themselves with city and departmental policies.

Second Topic: Summer Food Program

• P. Fonseca distributed informational handout.
• M. Baltrip and P. Fonseca are site supervisors for the program, but they may use other staff or volunteers to assist with certain duties and tasks. D. Hunter and L. Chase volunteered to assist.
• Program offers food to everyone up to age 18. Anyone 19 years or older must be mentally or physically disabled and enrolled in school. They must show proof of enrollment.
• Meals must be ordered the day before between the hours of 10AM-3PM by calling 832-395-6501
• P. Fonseca and M. Baltrip will maintain a binder with all the paperwork by the printer in the workroom.
• Lunches at Kashmere NL will be delivered anytime between 8AM-11PM. M. Ryans will be scheduled at Kashmere NL on Thursdays to receive delivery.
• Lunches and snacks have to be counted to verify the numbers match the delivery receipt before the delivery is signed off. One case should have 24 lunches, but to be sure, staff should count out individual lunches if he or she is receiving the delivery.
• Anyone receiving the lunches and snacks should sign off on the “Monitor (CRS) Daily Activity Report” and the “Delivery Receipt.” Lunches and snacks are packaged separately. Snacks will include something like juice and/or cookies.
• Lunches must be served between 11AM-1PM. Kashmere NL will serve its lunches from 12PM-1PM and snacks from 3PM-4PM. If delivery is late the branch can serve lunch after the 1PM deadline. The serving of lunches must stop at 1:00PM.
• During the summer food program, programs will take place in the children’s area.
• Staff serving lunches and snacks must use the “Daily Meal Count Form.” The sheet must be marked each time a lunch or snack is handed out. Staff cannot serve part of a lunch or snack.
• Staff can provide seconds if at least 50 lunches or snacks are given our, but since the branch has ordered 25, giving out seconds is not something that will be done.
• A table can be set up on which kids can place any uneaten food. From this table, kids will be allowed to grab whatever and as much as they want from it. Incomplete lunches should not be served unless the food is spoiled/rotten.
• The temperature of the milk should always be at 41 degrees or less. This should be stored in a cooler.
• Staff should check lunches for spoiled food. Spoiled lunches should be placed aside so that they can be reported.
• Kids must eat the food on-site, sitting down and monitored by staff.
• Fruit and vegetables may be taken out of the building by the kids. Everything else that was not eaten from a lunch that was given out must be thrown away daily.
• Leftovers should be promptly refrigerated. The branch may keep lunches that have not been served for two days. Lunches not given out on one day should be marked so that they may be the first batch to be given out the following day.
• MB is creating a binder for this program that will contain all necessary documents. It will be housed near the print station in the staff workroom.

Third Topic: Unattended Child Policy

• Unattended children that are under the age of 14 are allowed to be in the building but not for extended periods of time. Use your best judgment.
• Kashmere and Lakewood NL are considered an After School Zone due to the kids and schools around the libraries and they are welcome to attend.
• If a child is being disruptive please bring it to his or her attention. If he or she continues, try to contact a parent if they child is less than 14 years old. Kids 15 and over may be asked to leave.
• On the day that the branch closes at 8pm and a child is in the building, try to get in contact with the parent and explain to them our policy. It is for the safety of the child.
• P. Fonseca showed staff the link to the unattended child packet on the blog and went over its contents.

Fourth Topic: Incident Reports

• Incident report link has been placed on blog.
• P. Fonseca showed staff where the instructions for filling out incident report are and walked staff through filling out and submitting incident report.
• Staff should fill out all fields in incident report. Include private line for branch in report, mark "N/A" for fields in which information cannot be provided.

Fifth Topic: Greeting and Roving

·         It was decided at the last managers’ meeting that greeting is a service to better service customers since HPL is in a customer service driven industry. We want customers to know we are glad that they are here and staff is willing to help.

·         Staff should engage all customers in a friendly, polite and welcoming way when greeting and roving. Greeting is an active pursuit, not a passive one. Welcome them in and ask if they would like assistance with anything.

Sixth Topic: Open Discussion

• Employee suggestion: staff should be assigned a specific terminal (label terminals 01 and 02) when scheduled for the CSD. Staff vetoed the idea. P. Fonseca stated that most of the time, one person is assigned to CSD, and the assumption is that the staff member will be at the terminal with SmartMoney on it.
• Reminder that staff should be checking out any and all holds on their accounts.
• DVDs removed from the cases and placed into sleeves should be filed in their appropriate location.
• Staff should cease placing the brown paper towels in the staff toilet since this will cause plumbing issues. Brown paper towels should be disposed of in trash can.
• Discussion: when staff is scheduled to shelve and there are no books, what should staff do? Suggestions included shelf read, find another job duty and notify supervisors so that duty can be added to schedule, notify supervisors that another assignment is needed. Staff could also work on filing and shelving DVDs and CDs.
• Staff should be shelf reading all areas of the library. The shelf reading log shows that staff is only shelf reading the ADU areas. If this continues, staff will be assigned shelving/shelf reading areas.

April 2014 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood Grouping

April 29, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Marissa Baltrip (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Not in attendance:

Twanna Wade (Senior Customer Service Clerk)

Tandi Pierson (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Jennita Thomas (Customer Service Clerk, Part-time)

Topics of Interest:

• Missing items
• New hire
• Summer food program at Kashmere
• Summer Reading Program
• Greeting/Roving
• Open Discussion

First Topic: Placing Items in Missing Status

• Everyone should be able to place an item in missing status if an item is not found while 1) paging or 2) checking the shelf for items requested by customers in person or over the phone (i.e., NFOS items). These items should be placed as MISSING in Sirsi.
• If you need a refresher on placing items in missing please ask.

Second Topic: New Hire

• Staff were told about new part-time Customer Service Clerk Cristal Nino. She will be primarily at Lakewood. Welcome Cristal!

Third Topic: Summer Food Program at Kashmere

• Program is a federally funded program that provides nutritional FREE lunch and afternoon snack to children during school summer vacation.
• Program is open to youth ages 1 to 18. No pre-registration is required for youth participating at open sites.
• Program has been implemented in New York Public Library and Chicago Public Library
• Program will run from June 2^nd through August 8^th. Time will be from 11-1 for lunch and snack is from 3-4.
• Will be hosted Tuesday – Thursday
• P. Fonseca and M. Baltrip will run the program and will be attending a training today to find out more information. All staff will be able to assist in passing out food as assigned.
• Food must be stored in fridge; some food will have to be warmed up. P. Fonseca stated he will see about getting a microwave for meeting room. Stated sponsor will provide whatever is needed

Fourth Topic: Summer Reading Program

•  During SRP, programming now has extra books to give out, log books, stickers for reading levels, attending programs, and reading down fines. Patrons will be able to pay down fines with vouchers received for reading a certain number of books.
• D. McLaughlin will work with T. Wade to prepare a training/information SRP session for staff at Kashmere NL in the computer lab. Possible date for training: Monday morning when all staff are available for training.

Fifth Topic: Greeting/Roving

• P. Fonseca stated that greeting is an initiative that has been put in place because the Director would like all customers to have a point of contact as soon as they walk through the door since we are a customer-driven industry.
• Staff should alert manager of any issues customers might have with staff greeting and assisting with their need as soon as they enter the door.
• Some staff made a suggestion that greeting/roving is done during the hours in which the branch is busier. P. Fonseca stated that doing this would mean having only one staff member at the desk during the times it is slow.
• J. Lopez stated that such an arrangement (one staff member on floor) would be a safety issue. He would prefer to have two people.
• Staff could not come to a consensus, so greeting/roving will remain in place during business hours. P. Fonseca stated he would attend the managers’ meeting on Thursday to get feedback.
• Reminder that team leaders are visiting locations to observe greetings.
• If it is slow in the branch, staff at desk should be doing something: putting DVDs up, placing DVDs and CDs in order, checking email and/or branch blog, or checking apps.

Sixth Topic: Open Discussion

• P. Fonseca distributed Tier Designation Forms of Essential Personnel Status and had staff fill them out and sign.
• P. Fonseca congratulated staff on doing a great job on the display boards. Stated that the “Spring” board will be up until the end of May, after which D. McLaughlin will put up an SRP board that will remain until the end of the program.
• P. Fonseca reminded staff about the staff meeting suggestion form on blog. Staff can suggest topics to talk about at staff meetings. Name of staff member who made suggestion will not be mentioned unless he or she requests. Please note this request when making the suggestion.
• Float blog has been created that contain resources for floating and links to different items. Staff can also use blog to communicate to staff such various issues related to floating (e.g., branch closures, branches receiving too many books, etc.)
• M. Ryans distributed sheet with updated key codes and definitions for daily schedule. Staff is encouraged to make suggestions for revisions and/or additions of codes.
• Staff should be logging into the shelf reading form on the branch blog. Staff should log which sections they shelf read (where they started and where they stopped). Staff should also be checking the log to see where other staff members have shelf read and either do a different section or continue where another staff member left off. Do not re-read the same sections. 

3/24/14 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood Grouping

March 24, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Dee Hunter (Library Assistant)

Tandi Pierson (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Jennita Thomas (Customer Service Clerk, Part-time)

Not in attendance:

Twanna Wade (Senior Customer Service Clerk) – conducting outreach

Marissa Baltrip (Customer Service Clerk)

Karl Beck (Library Assistant)

Topics of Interest:

·         Daily schedules

·         Staying informed

·         COH Open Enrollment

·         Shifting at Lakewood

·         Laptop applications

·         Lakewood’s closure and new hire

·         Greeting/Roving feedback

·         Saturday Switching Guidelines

·         Open Discussion

First Topic: Daily Schedules

• Staff should notify P. Fonseca and/or M. Ryans if he or she needs time for special projects or other duties.
•    Since it is on the individual to meet his or her HEAR goals, he or she needs to let a supervisor know the workflow/tasks so that it can be added to the daily schedule (e.g., time for outreaches).    
• Let managers know how much time is needed for certain duties.

Second Topic: Staying Informed

•  Staff should check their emails and the group blog at least twice a day. This can be done at either off the desk or at the CSD when it is slow.

Third Topic: COH Open Enrollment

•  P. Fonseca reminded staff that this is an active enrollment and that staff are required to make selections or else they will be defaulted into the Open Access Plan on May 01, 2014. If staff previous waived medical, dental, or vision coverage, they do not need to do anything to retain waived status.
• All elections must be made electronically using Choicelinx (www.yourbenefitschoices.com/coh) now through Tuesday, April 16^th.
• P. Fonseca handed out information packet.
•  Staff need to earn a minimum of 500 wellness points by March 31 to save at least $300 on 2014 city health plan contributions.
• Staff should check ESS to verify points. Staff should turn in physical activity and reporting forms via fax to 832-393-7212 or 832-393-7211 or email wconnection@houstontx.gov. No forms=No points.

Fourth Topic: Shifting at Lakewood

• Major shifting project was completed at Lakewood.    
• All items on spin racks have been removed. They will eventually be removed from building to acquire more space. 
• Adult CDs are now in the new Adult A/V area with the adult DVDs and audiobooks.     
• Adult paperbacks also have a section next to the adult fiction, which has been shifted over to the adult side.
• JUV CDs are now in a new JUV A/V area along with JUV DVDs.         
• JUV paperbacks have a place on the shelf as well (behind the JUV chapter books).     
• ADU and JUV Spanish items have been separated to their corresponding places.      
• JUV picture books have been shifted down to the bottom three shelves so that kids have easier access; top two shelves will be used for displays.  
•  There is a new kids’ corner that provides board books and toys for small children.
• YA paperbacks have been interfiled with the rest of the YA books. (Should be shelved by author’s last name.)
• YA section has been expanded.

Fifth Topic: Laptop Applications

• Staff should fill in all the fields on laptop applications at the time of check-out and check-in.       
• The following fields need to be filled out: time out, time in, staff initials (for both time out and time in), date, and library card number.
• Staff should print two receipts: one goes on the laptop/to the customer, the other is attached to the application along with the identification.
•  Staff should notify customer if laptop is late so that customer is aware of fines.
• Staff should print out a receipt and give it to the customer when the customer is returning an item/items.
• Applications can be thrown away if there are no fines when laptop is turned back in. Applications with fines should be kept (along with receipts) until fine is paid off.
• Staff is responsible for catching fines.
• L. Chase stated that staff is finding that some laptops are not being checked in and fines are accumulating. Staff are having to check in laptops and waive fines. P. Fonseca stated that staff should be careful because this process is bad customer service and staff should not be waiving these fines.

Sixth Topic: Lakewood’s Closing and New Hire

• New hire Cristal Nino, part-time CSC, will begin March 31^st.
•  Lakewood will be closing on April 7^th and will open sometime early May 2014.
•  Staff deployment is still being evaluated.

Seventh Topic: Greeting/Roving Feedback

• Con (per J. Lopez): older customers walk past greet because they already know what they want.
• Pro (per T. Pierson): customers at LAK reacting well; staff have received strange looks when customers first arrive, but customers later feel more comfortable with greeter when exiting the library. P. Fonseca reminded staff to monitor how they approach customers when greeting.
• Pro (per. L. Chase): makes it easier to prioritize customers’ needs.
•  Pro (per J. Lopez): greeting works for new customers and those that do not come as often. Older customers that get stopped sometime do not acknowledge greeting because they already know what they want.
• Pro (per D. Hunter): greeting useful for customers needing to do something quick such as making copies; greeting/roving makes the interaction quicker since staff is there to quickly assist and answer questions as needed.
• Suggestion (per D. McLaughlin): wearing the earpiece and roving can be confusing: should staff assist the customer in front of them or answer phone? P. Fonseca stated that staff member at CSD should answer phone. Use your best judgment. If the person at the desk is busy and the greeter is not then the greeter can answer the phone and vice versa.
• P. Fonseca stated that staff should not be holding conversations with customers while helping them. Staff should focus on helping customers (getting to the point) so that they do not fall behind in assisting other customers.
•  J. Lopez was concerned about staff divulging personal information to customers through the earpiece while it is in use. P. Fonseca stated that staff should always be professional while on the floor. Earpiece can be muted or microphone can be lifted away from mouth. As always, staff can redirect customers to the CSD for information about their accounts, etc.
•  If needed, staff can go to the CSD to assist customers with account information, but they should then go back to the floor to continue greeting/roving.

Eighth Topic: Saturday Switching Guidelines

•  P. Fonseca distributed Saturday Switching guidelines for FT and PT staff.
• This is still a work in progress and will be discussed at the next managers’ meeting.

Ninth Topic: Open Discussion

• T. Pierson asked whether or not customers could drop off books at Lakewood when it is closed. P. Fonseca stated they could, as he will be picking up bookdrop and bringing it to Kashmere NL to be checked in.
• P. Fonseca alerted staff to PACE ending next week (April 5^th). Planning and Facilities should be delivering 50 chairs for the graduation ceremony.
• Ceremony will be set up in the children’s area, so the furniture over there (including the flip kit station) will have to be moved. Food will be housed in the meeting room.
• Possibility of hosting a computer class with tablets at Kashmere NL as a continuation of the PACE program. Would take place on Thursday evenings. J. Lopez would facilitate class. Would possibly be from 5:00PM-7:00PM.
•  J. Lopez has been given an instructor’s laptop at KAS for the computer class. Computer lab now has twelve computers for the public to use.
• Third computer at CSD moved to a cubicle in the workroom.
• Delivery at KAS: should be completed at front desk. Since delivery times are inconsistent, delivery will not be scheduled to anyone; rather, the person at the CSD when delivery arrives should do delivery. If the bin is sat down in the workroom, staff should take bin to CSD for staff at desk to complete it. If staff at CSD swap out while delivery is being processed, incoming person at CSD should complete delivery.
• Delivery will be scheduled on Fridays since staff can switch duties as needed (e.g., delivery scheduled for 11am but arrives at 10am, staff can do delivery at 10am and complete another assigned task at 11am).
•  Monday – Thursday: staff at CSD when delivery arrives should process delivery. It will not be assigned on these days.
• Greeters should be assisting at CSD when the desk gets busy.
• Staff should be communicating with one another about their duties.
• P. Fonseca discussed the book The Five Dysfunctions of a Team by Patrick Lencioni and outlined the five dysfunctions: absence of trust, fear of conflict, lack of commitment, avoidance of accountability, inattention to results. Recommended that staff read it.

2/24/14 Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

February 24, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Marissa Baltrip (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)
Tandi Pierson (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Not in attendance:

Jennita Thomas (Customer Service Clerk, Part-time)

Topics of Interest:

·         Introduction of new staff

·         Kronos reminder

·         Homeless customers

·         Programs

·         Open discussion

First Discussion: Introduction of New Staff

·         Introduced Karl Beck to staff. Explained that he will be at Lakewood and is on light duty, so staff should assist as needed since he cannot lift bins or push carts.

Second Topic: Kronos Reminders

·         Staff should review timecards regularly and email P. Fonseca before the end of the pay period any comments or missed punches. Staff must get approval to make up any time.

·         Staff should remember what is required when calling in and the notes that are used on timecards.

Third Topic: Homeless Customers

·         Charity Dominguez: SEARCH Homeless Services provide mobile outreach willing to meet and come out. Help homeless get set up.

·         Operation ID: assist the homeless with getting identification cards.

·         Contact Information: Charity Dominguez (713-416-5823) / Jess (281-352-7509)

·         HPD Homeless Outreach Team (HOT): mostly patrol Downtown area; can come out and help. Contact person: Sgt. Steve Wick (steve.wick@houstonpolice.org). Will come out and talk to staff.

·         Call 311 to have person taken to the Sobering Center (public intoxication). Located near Star of Hope on Shepherd. If intoxicated person is violent, staff should contact 911. Otherwise, staff can contact 311 and have someone from the Sobering Center come out.

·         For mental health treatment: the Mobile Crisis Outreach Team (MCOT) can come out. Contact information: 713-970-7520

·         P. Fonseca stated that staff would benefit from watching a video about what it is like to be schizophrenic. Will look for video and provide link to staff so they may watch.

·         Tips for dealing with customers with mental health issues:

o   Resist making assumptions

o   Do not play along

o   Do not take criticism personally but listen to customers; most just want to be heard.

o   Be mindful of personal limitations and take a break or go in back to cool off.

o   Consult with coworkers and supervisors.

o   Listen to the needs of customers; do not decide what their needs are/what they need.

·         Josh Norris (GSD Security): work and cell numbers are located on group blog

·         Provided tips on Verbal Judo (using language and posturing to de-escalate situations)

o   Generate voluntary compliance

o   Represent HPL positively

·         Know your weaknesses: staff should deflect situation to another employee and/or supervisor

·         Speak to people so they do not feel insulted; avoid telling the person that they will be kicked out or threaten to call HPD

·         Hierarchy of Deflection

o   Positive approach (do not tell customer to calm down)

o   Reiterate positive language

o   Provide choices and explain choices to customer

·         Do not get physical with customer and do not get in the way of them leaving.

·         Call HPD automatically if there is a weapon or domestic violence (physical only, not arguing); contact HPD automatically regarding anything that breaks the law

·         Do not get close enough that customer can reach you; have something between you and customer

·         Crisis Intervention: mental health crises unpredictable

o   Customer can go from calm to violent

o   Staff should watch body language

o   Remember that customer can have extraordinary strength and be insensitive to pain

o   Do not let past experiences influence present actions

o   Customer may have been calm but could change

o   Staff should work with backup when possible; staff should assist each other when situations occur

o   Perceptions may differ – ask customer; he or she may not realize he or she is mentally ill

o   Person may not believe you have his or her best interest at heart

·         Pace the contact

o   A calm, calculated and controlled approach is usually best

o   Sudden aggressive movements on the part of staff can trigger an explosive fight or flight response

o   Do not let tactical guard down.

o   Give customer space

·         Patience can be priceless

o   Staff should model behavior he or she wants customer to exhibit

o   Take deep breaths and calm down

o   Allow customers to vent

·         Homeless and mentally ill are people too

o   Introduce yourself

o   Assure customer you are there to help not hurt

o   Use customer’s name in conversation (attempt to find their name and use it)

o   Do not argue or question delusions; do not play along with delusions

o   Do not make promises; do not lie 

Third Topic: Programming

·         Report PACE issues to Karla Brown, P. Fonseca, and Nicole Robinson.

·         Movie time will begin at both Kashmere and Lakewood starting in March 2014 as part of ASZ: Kashmere will host one at 3:30pm on Fridays. Lakewood will host one on Mondays at 4:00pm.

·         Due to the fact that Lakewood will be hosting movie time on the public floor, movies must be G or PG.

·         Movies shown should follow guidelines on movie licenses.

·         P. Fonseca has received iPads but is awaiting charges. iPads can be checked out for in-house use (just like laptops).

·         iPads can be used in ASZ

·         D. McLaughlin inquired about connections to secure devices to tables. P. Fonseca stated such devices were not provided. Staff should keep iPads at table with them.

·         Kashmere NL’s Playstation 3 is still missing its power cord and HDMI cable.  

Fourth Topic: Open Discussion

·         L. Chase asked about children and computer cards. Some children are repeatedly asking for computer card numbers. P. Fonseca stated that patrons should get another card. Can give card number as a courtesy the first time, but repeat offenders need to get a card. Staff can note on account that child has made a request for their number so that all staff are aware of repeat offenders.

·         L. Chase also inquired about children at the computer being disruptive. P. Fonseca stated that so long as the children are not being disruptive, they can hang out at terminals together. But if they become disruptive, staff can place limit of one child to each terminal.

·         Chilton Manuals at Kashmere need to be discarded.

·         The reference section at Kashmere needs to be moved to the shelves at the former reference desk.

·         The African-American section at Kashmere needs to be integrated with general collection. P. Fonseca and M. Ryans will assess the collection before project begins.

·         P. Fonseca discussed topics that were brought up at Lakewood’s last civic club meeting.

·         K. Beck wanted to know how to deal with patrons using threatening language and/or profanity. P. Fonseca stated that staff should use best judgment and ask customers who do so to leave. If customer does not leave, call HPD to assist with disruptive customer.

·         K. Beck also wanted to know about patrons being banned at one location. P. Fonseca explained that patrons can be banned at one location and have customer privileges at another. Decisions are made on a case-by-case basis.

·         P. Fonseca took a vote to see if staff wanted to have a meet and greet with local station captains for each library’s service area. Staff voted to have meet and greet.

·         Both branches need a list of homeless shelters in the area to assist homeless customers.

·         J. Lopez discussed his latest tech meeting and stated that technology trainers can start training staff. P. Fonseca reminded staff of tech resources and links posted on group blog.

·         J. Lopez recommended creating a troubleshoot binder for staff to use as well as customers.

·         Code on copier at KAS has been changed and will be updated on blog. (Updated on blog: 02/26/2014)

·         M. Ryans reminded staff that applications are to be sent down weekly.