10/20/14 Staff Meeting

Meetings Notes

Kashmere/Lakewood NL Grouping

October 20, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Dee Hunter (Library Assistant)

Karl Beck (Library Assistant)

Latoya Chase (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)

Jennita Thomas (Customer Service Clerk, Part-time)

Not in attendance:

Marissa Baltrip (Customer Service Clerk)

Tandi Pierson (Library Assistant)

Topics of Interest:

·         Job Postings

·         CSD Talk

·         Clayton Special Collections Information

·         Employee Assistance Program (EAP)

·         Managers’ Meetings Information

·         Open Discussion

First Topic: Job Postings

·         P. Fonseca encouraged all staff to apply

·         Only four new positions were created. The rest of the positions posted are vacancies that existed prior to the hiring event and are being backfilled.

·         All staff applying for positions must meet the minimum qualifications.

·         Interviews at the hiring event will be different (more abbreviated, but it will still be a panel interview comprising about three people)

·         Locations of the vacancies are unknown at this time

·         Interviews will take place last week of October/first week of November

·         As positions open, they will file requests, and then post.

·         HPL will be making decisions regarding applicants very quickly, and staff will be notified very quickly

Second Topic: CSD Discussion

·         Transaction Time with Customers:

o   Staff should monitor time spent helping a customer, especially those comfortable with certain people.

o   This is a workflow issue because staff can get backed up (e.g., customers needing assistance at CSD). Customers will also come to expect the same service from all staff.

o   Transactions between staff and customers should be about five minutes, though there are special circumstances. Staff should use their best judgment (e.g., customers who are not computer literate or have disabilities)

o   If customer requires more intensive assistance, staff should excuse themselves from the transaction to aid at the CSD when needed and let the customer know they will return to continue assisting.

o   Let customers know about the programs and services offered by HPL (e.g., open job labs, computer classes, Brainfuse, etc.) so that customers can gain the skills they need to complete certain tasks

·         Gift Policy:

o   Staff should not accept any gifts from customers. Could face possible jail time if transactions are reported to city officials. Special gifts include food, drinks, gift cards, etc.

o   Do not accept any gifts that are given by customers because you assisted them whether they are offered on or off the clock. Do not accept gifts if they are given to a family member to be given to you.

o   The state, city, and department all have gift policies and there are penalties (criminal consequences) for not adhering to the policy.

o   T. Wade asked about customers getting mad at staff for refusing gifts. P. Fonseca stated that staff should explain the policy to customer. Gifts can be donated to a charitable institution. Gift cards can be donated to the library.

o   D. McLaughlin asked about significant others bringing gifts to the library. P. Fonseca stated that if there is a personal relationship outside of work that it is okay, but staff should not claim to have a personal relationship with a customer just to receive gifts.

o   Staff should not accept anything of value for doing what the city is paying them to do.

·         Damaged Items Found on Shelf

o   If a customer wants to check out an item that is damaged, please note the damage on the customer’s account in the Extended Notes field. Type out a brief description of the damage, and make sure that the note is dated and contains the initials of the staff person checking out the item as well as the location. This prevents the customer from being erroneously charged and decreases the chance of an issue arising between other staff and the customer in regards to the item(s). Do not allow a customer to walk out of the library with a damaged item that was found on the shelf without noting the account.

o   If a customer states that an item was checked out damaged, let the customer know for future reference that the damaged should be reported to the library as soon as they see it.

o   Staff should be checking returns for damage to item.

o   If a damaged item comes across the desk, staff should immediately place it in discard status and then put it on the discard shelf/bin.

·         Food at Desk

o   Food is not all at the desk at all. This includes candy and gum.

o   If food is found at the desk, it will be thrown away.

o   Staff can drink whatever drinks the public is allowed so long as the container as a lid. Place all drinks underneath the CSD and out of sight of the public.

·         The ear piece at Kashmere is not being charged. Staff should make sure that they are placing the head set correctly on the charging station. A green blinking light will come on if the ear piece is correctly on the station.

Third Topic: Clayton Special Collections Library

·         Clayton is one of the ten best genealogical libraries in the nation and is a part of HPL’s Special Collection libraries

·         The staff at Clayton teaches genealogy to the public; they do not do it. Staff provides resources to the public and shows them how to access digital materials

·         Staff should always conduct a reference interview to see how best to meet customers’ needs. If someone is looking for obituaries in the newspaper (e.g., Houston Chronicle), refer to CEN. If they are looking for Houston/Texas records, neighborhoods, houses, etc., refer to HMRC. Refer to Clayton if the information can be placed at a person-level: keywords include birth, marriage, death, land records, church records, cemetery

·         If they are looking for family histories, refer to Clayton

·         Staff can show customers Clayton Library’s website and highlight the in-depth staff assistance and specialty.

·         Staff can refer customers to genealogy databases (Ancestry.com, Heritage Quest)

·         Staff can also call Clayton while the customer is there and have the customer speak with staff over the phone. Staff can also provide Clayton’s phone number so that customers can call. Do not send customers blindly to Clayton. This frustrates the customer and staff.

Fourth Topic: Employee Assistance Program (EAP)

·         EAP is no longer at a designated building. Staff should call 1-855-378-7485 or go online to guidanceresources.com. You will be referred to local resources.

·         P. Fonseca distributed handouts at meeting.

Fifth Topic: Managers’ Meeting Information

·         Staff should submit incident reports for bodily fluids found in the library and/or on library premises. Please indicate where the bodily fluids were found. NL Administration wants to keep track of things like this for security reasons.

·         If it is in the restroom, staff does not have to do one if it looks like an accident (e.g., someone missed the toilet), but if it looks like vandalism (e.g., stuff smeared on walls or floor), then submit incident report. Pictures are helpful.

·         There are sanitizers and Clorox wipes available for locations that need them. Should be on supply list.

·         If you have taken the health assessment but do not see your points in ESS, please know that Cigna is aware of the issue and is working on transporting that information into ESS. Staff is encouraged to print out health assessment as backup.

·         Library Card Campaign: Continue promoting new card. Let customers know that the old cards (22477…) will expire. At this time, there is no set date on which the cards will expire. Still, just let the customers know the old cards will expire “sometime in the near future” and encourage them to update their cards. Customers will have to fill out an application to get new cards.

Sixth Topic: Open Discussion

·         P. Fonseca discussed having Project Grad at Kashmere and Lakewood NL. Staff interested in having it at the branch. P. Fonseca will see about getting it at Kashmere NL. Concerns about having it at Lakewood due to spacing limitations.

·         L. Chase asked that when doing applications staff search three fields to make sure that customers do not have any prior accounts: name, birth date, and alt ID. In some occasions, searching for the address will pull up an old account. She is finding a lot of duplicate accounts when processing applications.

·         Staff holiday party (for the group) will take place between the Thanksgiving and Christmas holidays (sometime in December).

·         Staff decided to do a potluck. Will distribute sign-up list in November.

·         Staff decided to do Secret Santa. J. Thomas recommended that staff lists four-five things they would want on the name slip so that their giver knows what to get them. Gift cards are an option; just state the store/restaurant you would like a gift card for.

·         Price range of gifts: $10-$20, but this is still be debated

9/29/14 Staff Meeting Notes

Meetings Notes

Kashmere/Lakewood NL Grouping

September 29, 2014

In attendance:

Pedro Fonseca (Manager)

Melissa Ryans (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Twanna Wade (Senior Customer Service Clerk)

Dee Hunter (Library Assistant)

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

Jennita Thomas (Customer Service Clerk, Part-time)

Cristal Nino (Customer Service Clerk, Part-time)
Theodora Muokebe (NL Team Leader)

Not in attendance:

Marissa Baltrip (Customer Service Clerk)

Latoya Chase (Customer Service Clerk, Part-time)

Topics of Interest:

·         Flip Kits

·         CSD Talk

·         Combined Municipal Campaign (CMC)

·         Kronos and Timecards

·         Managers’ Meetings Information

·         Open Discussion

First Topic: Flip Kits

·         D. McLaughlin and T. Wade attended the juvenile meeting this month, and important information regarding the flip kits was shared:

o   Kallie Benes states that if a customer returns a flip kit and it has a hold on it, staff should send the flip kit back to CMH regardless. Some branches are reporting receiving flip kits that are not replenished. To do this, staff should place the hold receipt on the flip kit tag (on the side opposite the barcode) and place another piece of paper over the receipt and note that it is to go to CMH. Staff should highlight the holding location on the in-transit receipt. Staff at CMH will replenish the kit then send it to the holding location for the customer to pick it up.

o   This cannot be stated enough: do NOT cover the barcode on the flip kit tags. Always place receipts on the other side.

o   The Flip Kit program now has a website: http://www.flipkits.org. Customers can place flip kits on hold through this website. A link to the item’s page in HPL’s catalog is provided for the flip kits. Holds are placed through HPL’s catalog.

o   HISD also has a flip kit program, but the bags are blue. If a blue flip kit is returned to the branch, please send it to CMH, attention Kallie Benes. She will route it to the correct school.

o   The program also has business cards promoting the website and program. These cards should be placed on the flip kit display. Business cards will also be placed in the kits themselves. Staff is to replenish these business cards for storage on the display the same way we replenish surveys and the CMH tickets. Contact Kallie Benes.

o   Kallie also stated that while customers are more than welcomed to use the kits inside the library, the kits must be checked out first. This is because the only way they track usage is through circulation numbers.

o   Regarding tickets: Kallie asks that staff specify the amount of tickets needed when requesting additional ones. Staff tracks the number of tickets sent out and the number of them redeemed. If the branch is giving out only two tickets a month but is requesting 18, then 16 tickets that are being wasted. So be mindful when requesting additional tickets. There is no limit to the number of times you can request additional tickets.

o   Surveys must be completely filled out in order to get a ticket. No answer on the application should be "Not Applicable."

·         P. Fonseca asked to staff to use the Orphan and County Items Form for blue flip kits turned in by customers. This will aid staff in tracking these items if a customer returns for the kit.

Second Topic: CSD Discussion

·         P. Fonseca stated that checking in bookdrop after branches open is going well.

·         Regarding customers wanting to fill out a new application to write down the address on the identification card (after writing down a different address): staff should ask for address verification for the address written on the application. Staff should not have customer rewrite a different address on a new application.

·         Customers can pull up electronic bills/insurance cards on the computers and/or their handheld devices and present to staff for address verification

·         ILL envelopes are to be kept and reused to send items back to ILL. Please do not throw them away.

·         Staff should always verify that items are being checked in.

·         The one on one meeting between individual staff and manager begin this week. Staff should begin reviewing the questions that were sent via email on September 13^th.

Third Topic: Combined Municipal Campaign (CMC)

·         T. Wade is the CMC Coordinator for the group.

·         Staff can donate individually through the ESS portal or the group can host a fundraiser. Fundraisers can be added to the website so that outside groups in the city can view it. Fundraisers can be for the public.

·         Food can be sold to both staff and the public for CMC, but if the food is prepared by staff at home, then a sign must be posted stating that the food was not prepared in a kitchen.

·         The goal for HPL is 48,000. Staff can donate money or volunteer hours. Volunteer hours must be accumulated on staff’s own time.

·         D. McLaughlin suggested that the group sell water bottles for $0.50. T. Wade suggested that the group could sell baskets and hold a raffle by selling tickets.

·         T. Wade stated that staff cannot do a 50/50 raffle (sell tickets to pool money; winner gets 50% of the pot, the other 50% goes to a charity) with cash. Instead of cash, the staff would have to get a gift card of some type. The gift card cannot be a Visa gift card.

·         Staff can sell items (include food) inside the building during CMC.

·         Staff asked about the public eating the food sold during CMC in the library. P. Fonseca stated that certain areas of the library could be designated as an area in which customers could eat the food purchased for CMC.

Fourth Topic: Kronos and Timecards

·         Staff should log in to Kronos and review his or her in and out punches. Staff should be logging into Kronos all the way to check timecards periodically throughout the week.

·         If staff sees a red box or something incorrect that needs to be changed or approved, he or she must send P. Fonseca and M. Ryans an email about it.

·         Emails regarding any changes that need to be made to timecards must contain 1) a reason for the incorrect punch and 2) how the individual plans on making up the time or, for applicable staff, if the individual wants to use some type of accrual (e.g., SICK, COMP, VAC, etc.).

·         Staff must provide a time in the email for any punches absent on their timecard.

·         List of reasons for the punches can be found on the Staff Meeting page of the group blog in the October 2013 meeting notes.

·         Staff does not need to go into details regarding the reason for the tardiness, but the reason has to be selected from the list.

Fifth Topic: Managers’ Meeting Information

·         A new website for HPL will launch October 24^th. Staff will be given a preview on Oct. 15^th. Feedback from all staff is encouraged.

·         Staff should contact NL Administration (ext. 32707) if any issues arise and a supervisor is not available. T. Muokebe also provided staff with her city cell number (832-577-7234) in case any personal issues arise and they would like to speak with her directly. This number will be added to the group blog.

·         Staff should refer to the NL Blog for information and resources. It is quite comprehensive and utilized by various departments within HPL.

·         For any issues related to security and emergencies, please let P. Fonseca know. If supervisor is not present, email Karrington Burnett. CC P. Fonseca, John Middleton, and Theodora Muokebe on the email. They will forward it to Josh Norris in GSD Security.

Sixth Topic: Open Discussion

·         P. Fonseca congratulated staff for the nice displays they created in September.

·         P. Fonseca handed out bags and flash drives provided by NL Administration.

·         K. Beck asked about the one-day suspension for smoking in the library. P. Fonseca stated that this is what the policy states. T. Muokebe stated she would look into it, especially in light of the new COH non-smoking policy.

·         T. Wade stated that those branches with 100% participation for CMC will receive a pizza party.

·         Staff that donate 1%  or 2% of their check will be recognized. 

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.