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)

                   

April 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

April 22, 2016

In attendance:
Melissa Ryans (Manager)
Jose Santoyo (Assistant Manager)
Dionne McLaughlin (Senior Library Service Specialist)
Juan Lopez (Senior Customer Service Clerk)
Twanna Wade (Senior Customer Service Clerk)
Linda Adams (Customer Service Clerk)
Ann Perry (Customer Service Clerk)
Dee Hunter (Library Assistant)
Joseph Asberry (Customer Service Clerk, Part-time)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:
Karl Beck (Library Assistant)

Topics of Interest:
Icebreaker
Reminders
Updates
Training
Open Discussion

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

Second Topic: Reminders

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

Third Topic: Updates

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

Fourth Topic: Training

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

March 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood NL Grouping

March 4, 2016

In attendance:

Jose Santoyo (Assistant Manager)

Dionne McLaughlin (Senior Library Service Specialist)

Juan Lopez (Senior Customer Service Clerk)

Ann Perry (Customer Service Clerk)

Karl Beck (Library Assistant)

Dee Hunter (Library Assistant)

Joseph Asberry (Customer Service Clerk, Part-time)

Alena Lee (Customer Service Clerk, Part-time)

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

Not in attendance:

Melissa Ryans (Manager)

Twanna Wade (Senior Customer Service Clerk)

Linda Adams (Customer Service Clerk)

Topics of Interest:
Icebreaker
Managers Meeting
Staff Discussion

First Topic: Icebreaker

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

Second Topic: Managers Meeting

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

Third Topic: Staff Discussion

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