June 2017 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

June 26, 2017

In attendance:
Melissa Ryans
Ruby Robinson
Dionne McLaughlin
Juan Lopez
Twanna Wade
Linda Adams
Ann Perry
Karl Beck
Dee Hunter
Alena Lee
Ana Santana

Vacant Position:
Customer Service Clerk, Part-time

Topics:
Managers Meeting
Staff Discussion
Open Discussion

First Topic: Managers Meeting

• Digital Strategies
• Information Security: COH is emphasizing information security, which means that some processes and procedures may change. The biggest challenge in IT/COH is ransomware (it encrypts files and asks people to pay a fee to unencrypt them). This has happened at HPL twice (the G-drive was infected). So please be sure to monitor suspicious emails and sites and do not click on any links or download any attachments that look suspicious. Delete all suspicious emails.
• If you do download an attachment or click on a link, contact the IT Helpdesk ASAP.
• Hotspots: The goal of DS is to hit five community neighborhoods (they have accomplished that). the hotspots are very popular (locations have long waiting lists), and they are working on adding more locations in the next fiscal year. That said, 20-30 hotsopots have been set aside for staff usage at outreaches and conferences. Staff are asked to not check out these hotspots for use by customers. Current rules for checking out hotspots will apply to staff as well (you will be charged fines and fees accordingly). 
• DS is still working to develop a staff lending program.
• Submit a ticked to IT Helpdesk to check out a hotspot
• HPL will not remove filtering software on hotspots
• Pilot program ends on June 30th
• International service is not provided on hotpsots
• There are training guides about hotspots on the Training Portal
• Try to handle customer issues at the branch level. If customer wishes to escalate, contact Emmanuel Merinini 
• In his absence, contact Beatrice (Bee) Duran
• Online Applications: The system uses real-time address verification (US Postal Service Database), and there have been issues with matching information submitted in form to what is in the system (e.g., change of address, name change, etc.). If there are continued issues with the online application (e.g., it will not accept/process application), then staff should process the application at the desk with the old method.
• See if address is in service area (remember all Texas residents can get a free library card)
• Match name and address
• Customers will now be asked to select a branch location if they complete the online form in-house (the location option will not be visible on staff or home computers).
• International Services
• Citizenship Kits: Branches should start receiving citizenship kits for circulation. 
• There are 13 items in the kit but only three are considered ESSENTIAL:
• Flash cards
• Civic lessons book
• Welcome to America book (English-version only)
• Check these kits out like we do flip kits: before checking them out or checking them in, please check and make sure all essential components are in the kit.
• Every item will have the same barcode, so you will only need to scan one item to check out the entire kit
• If an essential item is missing, it is a $7.00 fine for the item. If all three are missing, then it is $21.00 for the item. You would bill the account for all items and would still add on the processing fee ($10.00)
• Citizenship kits labeled are reference should be kept behind the desk.
• All kits will float
• Contact Jessica Stanley if a kit has pieces that need to be replaced/replenished.
• To do this, check the kit out on the branch's REFURB account and send to LMS
• You do not need to check the kit for ALL the items, just the three that are considered essential
• Training Department
• Staff Development Day will be held in April 2018. Might be held every other year rather than every year. 
• This year, Training Department considering doing a staff development week (trainings and other items are held at the branch with manager and staff)
• Remember that any training that costs money MUST be approved by the Training Department. Suzy needs at least two weeks notice about the training
• Pension
• Reform bill passes legislature. 
• Note: if investments perform too low, pension board may cut benefits or increase employee contributions to bring costs in line
• Mayor is seeking to reverse revenue cap
• Twanna and Linda will be attending the Q&A session, so direct any questions to them or a supervisor

Second Topic: Staff Discussion

• Staff Holds: You are required to check out your holds after you remove them from the holds shelf. We are still finding staff names on clear holds lists but the holds are not on the shelf. Remember that holds are automatically cleared by the system, and some items have holds and need to go out.
• Subscription Items (S-Plan Items): Remember that any item with a yellow call label should NEVER be discarded are stamped. You can tell that an item is a subscription item due to the bright yellow call label on the spine and the fact that the item is not stamped HOUSTON PUBLIC LIBRARY at the top of the book.
• This is important: we've been receiving these items for a little over a year, and there have been multiple emails, verbal reminders, and meeting discussions about this.
• These items are leased, meaning that they do not belong to HPL; we lease them from a vendor
• These are not HPL books so do not treat them as such
• If you find a S-Plan item that is damaged, set aside (e.g., place on manager's desk with note) or wrap a float label on it, write a brief description of what is wrong with it, and send it to LMS, ATTN: Sara Karow.
• Volunteer Services: Please remember that HPL does not accept requests for court-ordered volunteering. Check the blog for a list of organizations (or here) that do accept court-ordered volunteers.
• Customer Service: Please be mindful of how you treat customers. You should be addressing customers when they approach the desk. If customers feel as if you are unapproachable, then you are not providing exemplary customer service.
• If you have a line at the desk and the rover is busy, call the workroom to get a coworker to assist you. Remember that servicing customers on the public floor comes first.
• Office 365 (Word, Excel): The main issue is that the licenses do not allow for more than five computers to be signed in under one log-in. Because of this, there are issues with staff assessing any of the Office Suite software while signed in the STAFF profile. 
• IT provided a workaround, but it is not working. DS is working with COH IT and Microsoft to resolve the issue.
• If you need to use an Office product (e.g., Word, Excel): you will have to sign into your desktop profile (remember to sign out of your profile once you finish since your email is also accessible on your personal profile
• Note: In order to open attachments/documents, you will have to download the document, then open the software and open the document from the software. Let me know if you have any issues with this.

Third Topic: Open Discussion

• Meeting Rooms: Do not book meetings back-to-back. Give a buffer of at least 15 meetings between meetings (this allows one group to clear out and clean the room before the other group comes in).
• Also remember that all meetings should end 15 minutes prior to closing. Groups/Persons reserving the room that continuously violate this policy may be banned for reserving the room.
• Applications: Staff are finding too many dupes when checking applications. Remember to check several fields (e.g., name, address, birthdate, alt id). Check to make sure that the customer did not have a youth card. You can do this by checking the account for the parent's name (which can be found in the Extended Info field) and ask the customer about the parent. Explain to customer that a parent/guardian signed for a card in their name and that should discuss any outstanding fines and fees with the person that got them the account.

May 2017 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

May 05, 2017

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

Vacant Position(s):
Assistant Manager - FILLED
Customer Service Clerk, Part-time

First Topic: Team Building Exercise
Staff continued playing team building exercises that revolve around staff birthdays.

Second Topic: Managers Meeting
Link to April 2017 Managers Meeting Notes

• Staffing Changes:
• Dan Johnson: Assistant Manager of ROB
• Ruby Robinson: Assistant Manager of KAS/LAK
• Michelle King: Manager of SCE Tech Link
• Monique Pickrom: Assistant Manager of SCE
• Analisa Falcon: Assistant Manager of VIN
• Kristin Williams: Assistant Manager of PLE/TUT
• Digital Strategies
• COH is emphasizing information security, which means that some processes and procedures may change.
• Biggest challenge in IT/COH: ransomware (it encrypts data files and asks people to pay a fee to uncrypt them)
• This has happened twice at HPL (infected G-drive)
• Be sure to monitor suspicious emails and sites and do not click on any links that look suspicious. If you are ever unsure of an email, DELETE IT.
• Hotspot Lending: the goal is to hit five community neighborhoods
• 20-30 hotspots have been set aside for staff usage at outreaches and conferences
• Working to develop a staff lending program
• Try to handle customer issues at branch, but if customer wants to escalate an issue, contact Emmanuel Merinini
• In his absence, contact Beatrice (Bee) Duran
• HPL will not remove filtering software
• DS is still looking for a new printing vendor (no one vendor can provide all the things HPL Needs)
• Computers (including reservation systems) will be updated to resolve licensing issues
• CE Administration
• Meeting Rooms: Food Charge
• The charge for food is kind of like a "cleaning fee" (GSD sometimes charges HPL for the cleaning it does).
• Collect meeting room fees the day of the meeting and let customer know that there are no refunds.
• Mark on application and calendar if customer will be serving food
• Stress to customers when form is provided what kind of foods can be provided.
• Meeting Room form will be revised to include set up/take down time
• Allowed "free food" is single-serving, pre-packaged snacks (i.e., store-brought food)
• The fee needs to be applied to any other kind of food
• Individually wrapped sandwiches, cookies, etc., will be charged
• Donuts and plate of cookies: charge required
• Food "prepared" on site: charge required
• Trying to put together panel card for meeting rooms to be given to customers booking rooms.
• If you see someone serving food during a meeting, do not interrupt the meeting. Speak to customer after meeting
• Manager's note: Mark on application the infarction so that other staff can keep track of continued violations
• If a customer continues to violate the rules/policies, staff can decline future reservations
•  Meeting Rooms: Business/Non-Profits
• Must see if business stands to make a profit (even if they collect fees off-site)
• Information-only sessions are fine (staff should sit in class)
• Exception: Girl Scouts/Boy Scouts - though these are open to the public and charge membership fees, it is still considered a non-profit.
• Arbitration is okay (e.g., HCAP) but personal lawyers are not
• Meeting Rooms: General
• All advertising needs to be approved (staff can approve at the desk)
• Certain statements have to be on advertising (these statements can be found on the HPL website).
• They cannot use the HPL logo
• Cannot collect fees (even off-site)
• 90-day period starts at date of booking
• Looking into creating branch email accounts to contact customers
• Staff will have to pull trash and dump 
• Form will be revised to include set up/take down time (staff should take this into consideration regardless and schedule meetings 15-30 minutes apart; do not schedule meetings back-to-back without disruption)
• If a customer violates policy by going over their time or not evacuating 15 minutes prior to closing, remind customer and note on application (customer can be suspended from reserving the room in the future)
• Non-denominational groups ONLY (no church or religious organizations)
• No parties or showers (refer to CEN)
• No limit on time for meeting reservations
• Financial Services
• Be sure to review policy. Copies will be placed in SMM binders and at CSD
• Library is being audited by COH. They will be visiting locations and might count drawers.
• Be sure that there are no monies lying about at the desk. All monies should be processed through SMM and placed in drawer
• Be sure you are using counterfeit pen on bills larger than $1
• Petty Cash Reimbursement: All receipts must be itemized (e.g., it has to list each item purchased not just a general number (like a credit card/debit card receipt))
• Be sure to write name of vendor if name is not on receipt
• Pick up Petty Cash ASAP. Someone else can pick it up for you but you must email Financial Services to let them know.

International Services: creating Spanish classes for staff (limited size will be about 8-10 people)

Third Topic: Staff Discussion

• Check in ALL Float items and new books when processing delivery. 
• Be sure to discharge new books TWICE
• Reminder: Float should be discharged; holds should be scanned under "Receive Transit"
• Make sure that you are not taking any foreign currency when conducting transactions with Smart Money
• Sick Leave Usage:
• Remember that you can use up to 64 hours of SICK time during a benefit year (Sept 1 - Aug 31); after that, you will be required to provide a doctor's note to use additional sick time
• Be sure to remember HPL's time and attendance matrix:
• To get a 3, you can use no more than 48 hours of VACU or be tardy no more than 24 times
• You can use up to 64 hours of SICK and still get a three during the review period (Jul 1 - Jun 30)
• Monthly average would be:
• SICK: 5.3 hours
• VACU: 4 hours
• TARDY: 2 times per month
• Tagging:
• Remember to check all items that come through delivery, bookdrop, and across desk.
• Check to make sure item has a tag; if there is no tag, it goes on the shelf behind the CSD to be tagged
• If it has a tag, place it on the cart to be shelved
• ALWAYS check items for condition. If unsure, get a second opinion. Do not tag items in poor condition.
• When tagging, be sure to verify that the code on the tag matches the barcode on the book
• Remember that tags go on the back of the paper inserts for DVDs, CDs, and audiobooks (not on the case)
• We are not tagging serials at this time

March 2017 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

March 30, 2017

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

Vacant Position(s):
Assistant Manager (Librarian II)
Customer Service Clerk (CSC, Part-time)

Topics:
Team Building Exercise
Managers Meeting
Staff Discussion
Open Discussion

First Topic: Team Building Exercise 
Starting this month, team building exercises will consist of the following: 1) the staff person with a birthday this month will present to the group 5-10 questions that the group has to answer, 2) each person writes the answer on an index card, 3) the person who answers the most questions wins a prize selected by the birthday person. Purpose of exercise is giving rather than receiving.

Second Topic: Managers Meeting

• Closings/Openings: 
• SCE is now closed. Holds are being routed to LAK. Follow procedures for checking in SCE holds. Remember that you must first change the pick up location before checking the item in through receive transit. Checking in the item without changing the pick up location will send a notification to the customer stating that the pick up location is SCE rather than LAK.
• Brittany Moore will begin working in our grouping until SCE reopens.
• COL had a soft reopening on 3/27 and will have a larger opening celebration on 04/22
• BLU is scheduled to open on 5/13
• DIX will be closing in May for renovations
• Staffing Updates:
• Laura Montegrande is now Manager at VIN
• John Hog has been hired as Manager at COL
• Applying for Jobs: Remember to submit a resume with an application that is completely filled out. Do not remove other job experience from resume/application. (Remember that a part-time hour is half a full-time hour, so if a position requires one year of library experience, and you only put your part-time experience on there, you would not meet the qualification if you were a part-timer for only a year (it would count as 6 months of library experience).
• Same is true for customer service experience, so make sure to include all customer service experience, not just those at HPL.
• Youth Services
• SRP registration opens May 1st and is open to all schools
• Promotional materials should be arriving mid-April
• Get with Dionne and Twanna regarding any additional log books that might be needed (they will then get in contact with the appropriate persons)
• International Services
• HPL Policy & Procedure 1-9: Confidentiality of Records and Compliance with Law Enforcement
• Link to policy
• Link to procedure
• Main points highlighted in meeting:
• Subpoenas: not executed immediately; do not provide information to LEO; contact CE Administration immediately
• Search Warrants: executed immediately; cooperate with LEO and provide only those documents/information outlined in search warrant
• All Search Warrants come with a gag order (staff/institution cannot discuss contents of search warrants)
• Contact CE Administration immediately
• Reminder: This topic was covered a bit more in-depth in our October 2016 meeting. Review those notes as well
• The Living Room @ HPL: new program being piloted at ALI and JUN
• Purpose: facilitate discussion of topics to customers over coffee/tea; initiate communication and camaraderie
• Part of civic engagement: building bonds and social engagement in communities, particularly immigrant communities
• All members of the community can participate; participants offer shared experiences, languages,etc.; exchange of cultural ideas/activities
• Citizenship Tooklits: Branches will receive 1 reference toolkit; 75 toolkits will go into circulation across the system
• Toolkits contain 13 items, but we are only checking for three (similar to what we do with flip kits currently - some items are more important than others)
1. Workbook (it is okay if the CD is missing)
2. Welcome Guide (it is okay if the Spanish edition is missing)
3. Flash cards (these will be on a ring)
• Extra flash cards will be given as reference item at select locations (these will be in a box rather than a ring, so remember that box = reference; ring = circulation/kit)
• All locations will receive International Services binders with documents in several languages
• Website for immigrants: http://citizenshipcorner.org
• Digital Strategies
• Online library card registration form is online. Process will be piloted at JUN and CEN
• Some things of note:
• There is built-in address verification but you might have to verify it the traditional way
• Form will recognize duplicates
• Youth registrations will be conducted in-house rather than online (form is for adult cards only)
• Check with customer to see if they are using Overdrive; if so, merge accounts
• Staff will go into Sirsi and modify the account the following way:
• Search by name
• Replace temporary account number with library card number
• Change library from HOU-ONLINE to customer's preferred location
• Change profile name from PUBLIC to whichever applies to customer
• Change History Rule: Checkout history (change from CIRCRULE to ALL CHARGES); customer must then opt in when they get home by logging into their accounts
• If customer agrees with device checkout policy, change user cat 2 to LAPTOP-YES
• Still verify identity with ID
• For more information, check out the following links:
• Post on CE Blog
• FAQ on Staff Training Portal
• Other Messages:
• Incident Reports
• Be sure to write in third person (do not use "she" or "he).
• Describe customer as best as you can
• Be sure to always note what actions you took
• If police are called, be sure to get officer name and badge number (do the same for EMTs)
• Refer to guide.
• Report all illegal issues to HPD (call non-emergency), even if a customer states not to call or you did not witness to incident (mainly to protect staff and library)
• Be sure to get as much information from customers/participants as possible
• Remember that all parties have to submit an incident report (even if it is one sentence)
• Try to get another staff member as witness (especially for illegal/violent matters)
• Be sure to always follow naming conventions and other details (see guide for more information)
• As always, in the absence of a supervisor, have another coworker read over the incident report. Make sure it is giving a clear story (e.g., "And then what happened?")
• If customer leaves library/property, state that clearly in the report
• Reports should have a conclusion
• Anything that happens off property is not our concern (e.g., homeless customers sleeping at Metro bus stop - provide phone so customer can call Metro Police/HPD)
• Reminders:
• We cannot ban customers from library without a witness (he said/she said), but we still should call HPD Non-Emergency to make the report (provides documentation in case another incident happens and supports future allegations)
• Get statement/information from customers
• Cannot make customers stay; put in incident report if the customer leaves
• Do not follow any customers outside the library
• For children that are suspended: be sure to document the behavior (e.g., running, eating, fighting, etc.) in detail and let kids know that they are suspended. If you speak to a parent, let them know about the suspension as well. 
• Document all suspensions in incident reports.
• Use telephone greeting consistently, even if it is an in-house call or you recognize the number

Third Topic: Staff Discussion

• "Email" will now be added to the schedule. Emails regarding Kronos issues have not been arriving in a timely manner. Please use "Email" time to check and respond to emails and to check Kronos and email supervisor regarding any timecard issues.
• If you attend an off-site training on your off day, please send email the following day.
• Reminder: do not wait until the building opens to be on the floor. You should be on the floor about five minutes prior to opening.
• Reminder: please be sure to be at the desk at your scheduled time.
• Cleaning House: Please do not take for granted the housekeeping certain people on the team does. Be courteous and practice good internal customer service by putting your things where they belong. Again, think about how you're utilizing your time and make sure to give yourself enough time to clean up either before you go on the desk or after you are off.
• Sprockets: If you submit a Sprocket, remember to place your name on the form. Email staff/manager about issue so that all will know.
• Reminder: monitor conversations/volume at desk; staff should not be the loudest people in the building
• Open enrollment ends April 7th. Be sure to  have all changes entered into ESS by the deadline.
• Notary Survey: Staff seem to overwhelmingly agree that notary services are not working at KAS NL for the following reasons:
• Cannot notarize most documents brought to location (wrong kind or lacking notarial certificate)
• Has made customers extremely frustrated with staff/branch
• Everyone is required to view the Pronunciator webinar (staff has been assigned this task)
• Please do not send all change down with the deposit (remember that it will more than likely be your coworker going to get change).
• Please minimize pointing to customers. You should always get up and, if not necessarily walk them to the collection then walk with them in the general direction.
• This is especially true when customers are looking for books. Escort them to the section. Do not give directions.
• Question: What happens if staff is busy at the desk and a customer gets impatient waiting?
• Answer: Call for assistance from the back. Remember that serving customers on the public floor comes first, so people in the back are expected to help out up front if needed.
• Triage and use judgment: if it is something minor that can be resolved, see if the customer you are assisting is willing to wait while you direct the other customer; if it is more time-consuming, ask the customer to wait or get another staff person to assist him/her.
• Stuck between a rock and a hard place, but use your best judgment: assess the situation and determine the best course of action to take.
• Weeding at KAS: Be sure that before shelving you are reviewing each book for condition and removing ones that are in poor condition. If you are unsure, put to the side and place a note on it and I will review it later.
• Be sure to use weeding time/discard time to complete tasks. We have about 2-3 weeks left (goal: have all sections weeded by condition by April 15th)
• KAS will delay opening on April 24th - April 27th. Staff will be aiding with this project
• Goal is to get all tagging done within that four-day period, so we need to remove as much junk from the collection before it begins
• I-Team system will be upgraded on April 3rd, so we should be able to batch print guest passes after the update.
• Reminder: do not store non-HPL items. Be sure to enter item information in the Orphan Book Log and send item to ILL (attach a note so ILL know it is an orphan book).

Fourth Topic: Open Discussion

• Question regarding printing jobs for customers that do not have dollar bills/change;
1. If you provide a free print the job from Coin Copier machine, do not accept any monies. Accept monies only if you print from CSD.
2. Use your judgment: customers should go get change in order to print items out (good practice: ask customers if they intend to print prior to them getting a guest pass/computer card and let them know what is required).
1. Remember the service priorities: work- and school-related tasks should always be a concern
2. Remember those with disabilities and other limitations
3. Make sure you emphasize that it is a one-time courtesy
4. Do not make it a habit of providing free print jobs. You should always see if it is possible for customer to get change
• Question regarding staff providing change (e.g., giving a dollar in exchange for four quarters)
1. Not really recommended because customers have begun expecting all staff to provide change - it has gone from being something staff do out of the kindness of their hearts to being an expectation demanded from customers. Staff are not required nor mandated to provide change.
• Question regarding letting customers use flash drive unattended
1. Use best judgment but remember that there is a chance you or the customer might forget the flash drive. We do not want our flash drives to walk off
2. Please do not leave applications in drawers at CSD; do not take to desk.
• Place the application in the application bin but place a note on it so that the checkers know that you need to review before they look over it
• Children printing items in computer lab that are not homework related
• Children are no longer allowed to sit at the last two computers in the lab. Will be reserved for staff/volunteers/students doing homework or research

February 2017 Staff Meeting Notes

Meeting Notes 

Kashmere/Lakewood Grouping 

February 17, 2017

In attendance: 
Melissa Ryans (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 (Senior Customer Service Clerk)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)

Not in attendance: 
Dionne McLaughlin

Vacant Position(s): 
Assistant Manager (Librarian II)
Customer Service Clerk (Customer Service Clerk, Part-time)

Topics: 
Team Building Exercise
Staff Discussion
Staff Training
Open Discussion

First Topic: Team Building Exercise
The group played the 5 Second Rule game, where each participant had five seconds to provide three answers to a question and/or topic (e.g., name three breeds of dogs, name three NBA teams, etc.)

Second Topic: Staff Discussion
Link to December 2017 Managers Meeting Notes

• Opening/Closing Procedures:
• Due to an update in opening/closing assignments (related to iTeam software and iPad kiosk), new procedures were created. This is particularly necessary for Kashmere NL. 
• Each staff person was provided with a handout of the new OP/CL procedures for Kashmere NL
• Staff should make sure that all tasks are completed before opening/closing.
• Opening/closing is a joint effort. Not everyone will be scheduled to open and close, especially if they have a program at the end of the day (closing/taking down program is necessary to ensure that equipment is securely stowed away and trash is picked up).
• Procedures will also be made for Lakewood NL; both will be added to blog.
• iPads (Crayola Kiosks):
• New procedures sent out by M. Wagoner. Please review post on blog.
• If you are scheduled to roam/rove please be sure to periodically check on the iPads every 10-15 minutes.
• Ensure that all iPads are firmly attached to kiosk and all screws are there. (It only takes the removal of one screw to slide the entire device out of the bracket.)
• If there are any issues, please let a supervisor know. In the absence of a supervisor, email IT and Senior Manager.
• If a screw is missing, slide the device out of the bracket and place in a secure place. Notify supervisor immediately; in absence of supervisor, notify IT and Senior Manager.
• Linking to Us: Please continue talking to customers that you think will be willing to go in front of a camera and speak about the impact the library has had  on them. You can take video with your cell phone. 
• Everyone appearing in the video must fill out a media release form.
• Before the customer(s) leave, please ensure that the form is filled out completely. This includes the fields for the name of the event, library name, and phone number.
• Benefits Discount: You must attain 100% completion in Cigna Wellness Program by March 10th to receive the discount for the upcoming benefit period. Check your myCigna account to make certain you have done what you needed to do by the deadline.
• Notary: Remember that we cannot process notaries using expired IDs. 
• We cannot conduct notaries on documents that do not have a notarial certificate, so any statement that is written on lined or blank paper cannot be notarized.
• We can refer customers to the Gale Legal Database so that the customer can retype statement on template that has a notarial certificate.
• We cannot type the document/information for them. We can aid with formatting (as we do with most documents)
• Do not change the content of the document. They should use spellcheck/grammar check in Word.
• There are certain documents we cannot notarize. M. Ryans is working on a list of notaries in the area that we can refer customers to.
• If you have any questions regarding what can and cannot be notarized, ask a supervisor or coworkers. 
• Check the group blog, CE blog, or HPL website for information.
• Call CE Administration (x32707) and speak to Laurie or Yolanda.
• Call Maurina Powers at OAK/ACR
• HISD Learning Link/Computer Usage:
• At LAK: We are going to pilot a new process: having kids use their Learning Link numbers to sign into computers.
• Benefits: Cut down on staff signing kids up for computer cards and retrieving numbers from Sirsi and gets the kids and staff acquainted with Learning Link accounts.
• Repair Shelf/Status: Remember if an item is removed from the shelf due to a missing or scratched disk, place it in Repair Shelf status so that it does not show up on any paging lists or in the catalog.
• Holds: 
• Remember to check out your holds after you remove them from the shelf. You should not be in possession of a hold that is not checked out on your account.
• Remember to check out any items that you remove from the new book cart/shelf. You should not be in possession of an item that is not checked out on your account.
• Remember to remove the yellow hold labels from items when you are checking out holds to customers. Remember to remove yellow hold labels from items received over the desk/through bookdrop before shelving the item.
• New Job Postings: Check out COH employment webpage for a list of new job  postings. Apply for those positions you are interested in and remember to email Liz and Laurie to let them know you have applied.
• Equipment:
• Please be careful in handling/overseeing any library equipment you are using during programs. Do not pick up laptops from the screen/monitor side. Do not carry more equipment than necessary. Be sure equipment is secured OR is being monitored at all times.
• RFID Tagging: Kashmere is scheduled to be tagged in April 2017
• We should weed the collection prior to start date
• Project will be scheduled on Mondays so that people can weed, process, stamp, and box all discards.
• If interested in participating in project, please let me know.
• Summer Jobs: COH is now hiring for summer interns. Both branches have requested interns, so if you know someone that would be a good fit at our locations - and will work and likes working with kids! -- please let them know about this opportunity and encourage them to apply.
• Desk Behavior: Please remember to monitor not only what you say at the desk but also your tone. This includes toward the evening when we are about to close, even more so if customers are still in the building.
• Other Reminders:
• Be sure that you are shelving when scheduled to shelve.
• Be sure to mark on the statistics sheet if the paper was received and processed.
• Be sure to mark on the statistics sheet any notaries conducted.
• We will be migrating to Office 365 software, starting with Outlook. Deployment is next Wednesday. There are training videos on Lynda.com and TMS. 
• Videos on Lynda are about an hour; the ones on TMS are about 30 minutes
• Highly recommend enrolling in the courses on TMS (these are logged by the system and HPL Training)

Open Discussion

• What should a staff person do if they want to use DFAM but does not have an obituary for relative (e.g., hardship/cost issues).
• Recommended that staff bring something from funeral home showing the person had a service/is deceased
• Reminder to check DVDs for condition upon check out and return. Staff have been receiving damaged DVDs in delivery that were processed as holds.
• Be sure to patrol the children's area and monitor any suspicious persons/behavior.
• Suspicious behavior includes acting weird, staring, harassing - be sure rules are being followed
• Staff should  have an active presence in the area during the afternoon.
• No set guidelines regarding adults sitting in children's area. This is roving/roaming is a good idea
• Reminder to check all bills greater than $1 with counterfeit pen before processing transactions
• Check with F. Schumacher regarding HISD students not being in Sirsi (re: Learning Link accounts)

January 2017 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

January 30, 2017

In attendance:
Melissa Ryans (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 (Senior Customer Service Clerk)
Alena Lee (Customer Service Clerk, Part-time)
Ana Santana (Customer Service Clerk, Part-time)

Not in attendance:
Dionne McLaughlin

Vacant Position(s):
Assistant Manager (Librarian II)
Customer Service Clerk (Customer Service Clerk, Part-time)

Topics:
Managers Meeting
Staff Discussion
Open Discussion

First Topic: Managers Meeting
Link to December 2017 Managers Meeting Notes
Bi-weekly Pay Schedule for 2017
New Organization Charts 2017

• Staffing Changes:
• Kitty Myers is manager at KEN
• Victor Quijano is assistant manager at KEN
• The manager position at Park Place will be posting as an LIII position; Assistant Manager position will be a Customer Service Supervisor
• Djuana is now overseeing BLU; Patrick is now overseeing PAR
• Youth Services is back under Central:
• Michelle Johnson is Manger of Central Youth Services
• Carrie Toombs will manage the Juvenile Room
• Craig Bertuglia will manage the Teen Room
• They will be posting for a manager position for VIN
• IT Network Upgrade: Improved internet security and connectivity
• Continue to report iTeam issues
• HPL RescueMe (new application installed on desktops)
• IT can remotely log into the computer and correct issues on terminal
• Faster than calling or emailing 
• Best use: installation of software (e.g., computer needs Adobe, Java, etc.)
• Camp Stream: Registration will open one month prior to event (May 9th)
• Starts at CEN on June 5th
• Reloaded dates: July 31-August 4 and August 7-August 11
• Youth Services:
• Teachingbooks.net (HPL database)
• Provides resources for various books (e.g., trailers, booktalks, book lists, etc.)
• Children Book Celebration
• Date: May 6th
• Author: Grace Lin
• Art contest: Let's Go Fly a Kite
• They need assistance with displays and artwork, so if you are interested, please let a supervisor know.
• Immigration: Refer to this posting
• Learning Link Updates:
• There is an issue with HISD accessing resources through their portal
• TexShare resources cannot be used in schools; can only be used at libraries or at home.
• HISD had a few issues with Overdrive
• Wanted content to be separated out (requires different licensing deals)
• Request: filter sites for elementary schools; looking for ways to categorize content  according to grade level/school
• Tumblebooks is licensed for use in elementary schools
• We can document on Learning Link accounts address and update contact information (e.g., phone, email). Use your best judgment when verifying information.
• Goals/Budget:
• COH moving toward a performance-based/goal-oriented budget
• Now departments need to meet targets in order to get money
• Highly important that programs and statistics are documented correctly
• Saturday Switching Guidelines Reminders:
• Document can be found on her group blog.
• Full-time staff have to work scheduled Saturdays
• Must switch Saturdays if you want to take off
• Can request up to three hours of vacation time on Saturdays PROVIDED staffing levels allow it.
• You can switch Saturdays with an employee in another grouping PROVIDED managers at both locations approve of the switch
• You can use VACS for that Saturday (which means you get to keep your regularly scheduled OFF day the following week), or you can make up time the following week (scheduled OFF day would be Saturday, and you would work M-F that week).
• Staff that work every Saturday (both full-time and part-time) get four Saturdays off per calendar year (these do not roll over).
• Illnesses: Policy states staff members calling in sick should call around and request coverage within the grouping
• This policy is rarely applied in this grouping, but absences on Saturdays are documented in case a pattern develops
• Repeated call-ins on Saturdays can result in 1) a request for a doctor's note, 2) employee will be made to work the following Saturday, and ) disciplinary action (e.g., PID)
• Death in the Family Leave: This covers specific family members (father, father-in-law, mother, mother-in-law, sister, brother, spouse, child, stepchild, grandparent, and grandchild)
• Sudden deaths do not require a Saturday switch
• Funerals or memorials made in advance OR the family member does not fall under the DFML qualification rules do require a Saturday switch.
• Staff can take part of the day off to attend the funeral/services (if time is less than four hours)
• Severe Weather:
• Timecards are not coded for disaster time if Mayor did not close down COH or tell employees to stay home
• Depending on managerial judgment, time issues related to severe weather can be coded as VACU or VACS (the latter is preferable in the grouping).
• Staff can also use SICK leave up to 64 hours before it starts to negatively impact HEAR

Second Topic: Staff Discussion

• Joseph has been promoted to a Senior Customer Service Clerk. He will be going to CEN but for now will be remaining with us until our new part-time CSC begins (mid- or late-February)
• Procedure added to opening procedures at KAS: print out at least 20 guest passes each morning.
• Summer Food Training has began. Trainings have been added to daily and monthly schedules.
• REMINDER: Check out all holds. Holds should ONLY be removed from hold shelf AFTER they have been checked out on your account.
• Reminders regarding updates:
• Customers can check out only 1 laptop per library card
• A form has to be completed for each laptop that is being checked out
• Minors (under 18) can use their parent's valid ID (not expired) PROVIDED parent is listed as the responsible parent
• Can use 1 ID to check out 2 laptops PROVIDED parent and child have a library card
• We can ask for two IDs (one for each laptop), but it is very rare that a customer would have two forms of ID
• If using 1 ID, paper-clip both forms to the ID provided
• DO NOT hand over ID until BOTH laptops have been checked in
• Wellness: Reminder that all points have to be earned by March 10, 2017, to qualify for discount. Can still do Telephone Coaching, attend a lifestyle management program, or use the Cigna App + Fitness Tracker (e.g., Fitbit) to track activity
• Remember to reach out to customers and see if they are willing to go on camera to speak about the library. You can use your smartphone/branch digital camera. (This is part of the Linking to Us initiative)
• Just remember that each person in the video MUST fill out a Media Release Form.

December 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

December 19, 2016

In attendance:
Melissa Ryans (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)

Vacant Position(s):
Assistant Manager

Topics:
Managers Meeting
Staff Discussion
Open Discussion

First Topic: Managers Meeting
Link to October 2016 Managers Meeting Notes
Link to November 2016 Managers Meeting Notes

• Reorganization: There is only one Deputy Director (Weeks). There are now 4 Assistant Directors (Liz Sargent is the AD for Customer Experience) and 3 Assistant Deputy Directors.
• Liz's ADD position will be posted.
• Technical Services (LMS) and Circulation Administration are under IT.
• Programming and Community Engagement are now under Nicole Robinson.
• There will be no major movement of staff at this time.
• Linking to Us HPL Stories: NL Administration is asking us to collect stories from customers about the impact libraries have had on them. Customers will retell their stories on video (they must also sign a media release form) recorded by staff.
• Staff can record themselves reciting stories from customers if a customer does not want to appear on camera but would still like to share their story.
• Mayor Turner is really interested in this project.
• Link to document regarding this initiative.
• New Positions:
• Tara Hornbeak is now the Librarian II (Manager) of Robinson NL.
• There is a new assistant manager (Librarian II) at Kendall NL.
• Drew Alvey is the new Library Service Supervisor at Blue Ridge.
• CEN Plaza has been renamed the Barbara Bush Literacy Plaza

Second Topic: Staff Discussion

• Pension: As stated previously, there will be changes to the pension. Some of the proposal included increasing contribution rates from 5% to 8% for those in Group A. Group B will contribute 4%; Group D will contribute 2%. The retirement eligibility formula for municipal employees does not change. Rate of return on investment dropped from 8% to 7%
• For more information, please click here: https://readymag.com/627994
• Brainfuse Training: Staff are encouraged to watch the Brainfuse training on the Staff Training portal. Staff will be scheduled to attend this webinar. To receive training credit, you must post a comment after watching the video (comment has to be of substance) and write your name and e-number at the end of your comment to get training credit. Let me know when this has been done so that I can notify HPL Training.
• 2017 Staff Schedule: Goal is to primarily host them on Fridays at Kashmere because several staff members (including the manager) are required to provide trainings as part of their review plans.
• Would also go a long way to minimizing having staff come in and will allow ample time to do our staff meeting and staff training. 
• We will still have Monday meetings at Lakewood but they will be far less than they were at 2016.
• HISD Learning Link Reminders:
• We can look up Learning Link accounts with student information (name, student ID, etc.), but we cannot:
• Provide students with any library card numbers
• Check out any items on library card accounts WITHOUT either the library card or a parent/student ID
• Students are still required to present a library card if they want to check out any items on the library card accounts.
• Learning Link accounts do not have that restriction.
• There is a reason for that distinction: 
• Parents sign for library cards and thus acknowledge responsibility for all fines and charges accrued on that account.
• If you check out an item to a child that does not present a library card or a valid ID, then that parent can claim non-responsibility, especially if they have the card in their possession during the time the items were circulated.
• Library card accounts go to collection; Learning Link accounts do not.
• Learning Link accounts are different because parents did not sign for the cards, so accountability is minimized.
• If you search for a child and pull up a Learning Link account and a library card account, ALWAYS circulate on the Learning Link account. If the items cannot check out on the Learning Link accounts (because it does not meet the criteria), then let child/parent know that the child needs a regular library card.
• You can still provide children with Computer Card numbers.
• Review the FAQ on the blog for Learning Link accounts.
• Relevant policy pertaining to accessing borrower accounts is below:
• "Staff will retrieve a record by name if the customer presents acceptable ID matching name and address in user record [Note: The parent would present his or her ID on behalf of the minor.].... Customers should be advised that this is not possible if the online circulation system is down; with no access to the borrower database, offline circulation requires library card.
• Link to policy and guidelines.
• Wellness: Remember that in order to get the full discount you must do the biometric screening and one (or two) additional health activities. Go to the COH Wellness page to see how much of a discount you get for completing an activity. Go to myCigna for additional options and to see your completion percentage.
• There are deadlines to completing certain activities, so be sure to note them!
• Boundaries with Customers: Remember that customers are customers first and professional boundaries should be maintained. Do not talk about religion, politics, etc. with customers, even those that you might know personally.
• Redirect customers that bring up certain topics.
• If there is a problem, please get a supervisor.
• Holds for Customers: For holds pulled for customers but not placed on account:
• Record date on the slip and make sure customer knows we will only hold the item for three days. Let them know that if a customer places a hold on the item through official channels (e.g., it comes up on a paging list), then the hold will go to that customer.
• Please do not offer to hold expired holds for customers. Before doing so, check and make sure that the item has not been placed in transit due to another hold. If there are no holds, then re-hold the item on the customer's account.
• Summer Food 2017: We will be doing Summer Food again this year. Training starts in January. Training dates for staff have been added to the monthly schedule. All full-time staff will be attending the training.
• Work Progress Reports: WPRs are due by January 31st. Meetings will be scheduled throughout the month.

November 2016 Staff Meeting Notes

Meeting Notes

Kashmere/Lakewood Grouping

November 21, 2016

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

Topics:
Team Building
Staff Discussion
Managers Meeting Discussion

First Topic: Team Building Game (Mad Gab)

• The staff played a mini-game of Mad Gab. They were given pieces of paper that contained small words that when read together aloud made a word or phrase. (ex: Says Amy's Treat = Sesame Street). 

Second Topic: Staff Discussion

• Health Assessment: Health assessment has to be completed by December 5th in order to get a partial discount on next year's medical benefits. Check your myCigna to see how far you have left to get the 100% discount.
• Holiday Party: Holiday party for HPL is on Friday, December 17th, from 7PM-11PM. They are requesting that staff RSVP by COB on Friday, December 2nd (which is next Friday). 
• The first 100 employees to RSVP and attend will receive a $20 HEB gift card.
• Kronos: 
• Remember to be careful accumulating compensatory time on lunch breaks. If you're 15 minutes late, you should take a 45-minute lunch; if you're 30 minutes late, you should take a 30-minute lunch.
• We're closed for Christmas from Friday, December 23rd - Monday, December 26th. No one will be scheduled to work on Saturday, December 24th. The work will will start Monday, December 26th. 
• This means that people scheduled to work on Saturday will not have a shift for that day; shift will start the following Monday, so you will get holiday pay and not a holiday accrual.
• Schedules for full-time employees will reflect a Monday-Friday schedule for the week of December 26th.
• If you were scheduled to be off on Friday, December 30th, you have the option of using vacation in order to keep your off day.
• Learning Link: Remember that all HISD students should have a Learning Link account in the system.
• While we should encourage parents and kids to get My Link cards, we should also aid children in checking out items by telling them about their accounts. Instead of asking, "Do you have a library card?" perhaps ask, "Are you an HISD student?" 
• Most students know their school ID/lunch ID.
• Remember the limitations of the account. (see: Learning Link FAQ) 
• No A/V, flip kits, laptops, adult or young adult items
• Children wanting to check out such materials will need to get a My Link card.
• Sirsi Log-Ins: Please check your log-in sessions in Sirsi to ensure you are logged into the proper branch account. (see: Check Sirsi Profile Location)
• Sirsi Accounts: Each branch now has four branch accounts. The usernames and an explanation regarding when to use each account can be found on the Workflow Procedures blog.
• Trainings: Everyone has been scheduled to take the A to Z training that have not taken as of today. The trainings are linked to on the schedule, so clicking on it should take you to the appropriate webpage.
• Remember to print out certificate so that you can get training credit.
• There is a required training on homelessness that will earn you 2.5 hours of training credit. It must be viewed by all staff by February 7, 2017. 
• You must get at least 80% on the quiz in order to get training credit.
• KAS Issue: There is a homeless customer that staff are trying to get help for. She is to meet with Search Homeless today to see about getting into Beacon House.
• If she is still on site tomorrow it will constitute loitering.
• CEN Items: Remember that Central items that are NOT on hold can be dropped into the delivery bin. Central items WITH holds are dropped into the HOLD bin.
• A. Perry pointed out that CEN items with holds usually display the name of the customer for whom the item is on hold.
• Vacation: M. Ryans will be on vacation from 12/9/2016-12/14/2016. J. Santoyo has graciously offered to handle timecards in my absence.
• Holds: Please do not fill holds with books that are damaged. (Remember: if you wouldn't touch it or want it, why give it to a customer?)
• If it is the last copy in the system, let me know and I'll convey the issue to LMS.
• Immediately place the damaged item on the DISCARD account so that the hold system can flip to the next item.
• Staff Holiday Party: 
• Definite date: December 30, 2016.
• J. Lopez will get with staff regarding food and other items.
• Will use funds from staff appreciation bank.

Third Topic: Managers Meeting (presented by P. Fonseca)

• HPL is moving forward with the hotspots and tablets (for checkout)
• Hotspots are not holdable so staff will have to create system for holding hotspots and contacting customers (will become holdable once all locations have them)
• Will be piloted at ACR/DIX
• Hotspots must be returned to the location from which they were checked out 
• If it is 3 days overdue, the hotspot will be "locked" (customer will not be able to get data)
• Laptops cannot be turned off 
• Up to 10 devices can be hooked up to the hotspot 
• Staff will be able to check out the devices
• HPL is piloting online applications and moving away from paper applications
• Customers will fill out application online
• Staff will still issue cards
• Will have an impact on workflow
• Possibility of doing sign-ups at outreaches using hotspots
• Will probably not get Sirsi in out in field
• Youth Services discussed Very Ready Reader
• Requests that locations limit story time attendance to 20
• Do the 20 kits, then do your own stuff
• All storytimes must be conducted in VRR-style
• Name other programs as something else (e.g., "STEAM Storytime" becomes "STEAM Program")
• There will be a VRR Training in Janary 2017. (Training will be ongoing.)
• Possibility of number of programs going up while attendance goes down (emphasis is on quality not quantity)
• Learning Link: Some accounts are accumulating late fees
• Issue should be addressed by today
• Waive fines on student accounts.
• Waivers do not apply to items marked as LOST/ASSUM in the system. This is only for items that are late.