AGENDA
1. New Staff: Glenn Hollis, BTOP trainer, begins March 24
2. Updates:
a. Library Card Renewal Requrements (from Fred Schumacher): "Everyone renewing his/her library card registration must submit a new completed application form and present the required documentation. If fines are owed on the account being renewed, the fines owed must be paid in full at the time the registration is renewed."
b. How to Handle Customer Comments (from Laurie Covington): “When a customer complains (or compliments) our locations, we should offer them a Patron Comment Form. According to the Patron Comment Policy (1.1 B.1), “whether or not the patron decides to pursue a matter by filling out Patron Comment Form, a staff member and the unit manager always send in the form upon each incident of a complaint.”
Therefore, if a customer complains verbally, but does not want to fill out the Patron Comment Form, the staff member accepting the complaint should fill out the Patron Comment Form themselves with as much information as is available. This applies to complaints both in person and on the telephone. If the customer does not give you their name, leave that section blank. It is preferred that staff direct customer concerns to the manager first so he or she is aware of the issue and can address it immediately.
Route Patron Comment Forms to Yolanda Anguiano in NL Administration and indicate if follow up is needed. Communications tracks complaints and reports them monthly to ELT so it is as important to report these verbal complaints as the ones we receive in paper form. It can also be helpful to have a record of customer concerns as early as possible so they can be resolved quickly.” Comment forms can also be filled online.
c. Handy After-Hours Phone Numbers (from Laurie Covington): “Have you ever been working an evening or weekend and had a pipe break or the AC go out?
There is now an after-hours GSD Call Center for Weekdays after 4:30pm and on Weekends. Simply call 713-213-8776 and they can help you with your emergency plumbing, carpentry, and mechanical issues.
Emergency AC and HVAC issues can be assisted with the Johnson Controls After Hours number: 1-866-635-1395.
For Security issues after hours (including after hours alarms) call the On-Call Investigator at 832-316-1944.
For Neighborhood Library issues you can call 832-393-2707 during the weekday and on weekends and someone should answer your calls.”
3. Updates from March Managers’ Meeting (Pedro):
· The open discussion times for Mike VanCampen at neighborhood libraries has changed from 10-12 to 9-11a.m.
· Hired 13 new substitutes recently.
· Please encourage any substitute that you believe is doing a great job to apply for new positions that are being posted.
· Please let your manager or team leader know of anyone that is planning on retiring or leaving to try and get the position posted ASAP.
· Team leaders rotate on Saturdays for any questions that might arise. Their number is 832-393-2707.
· Passports are currently still being processed at Alief and Central. Alief’s hours are different from what the HPL website states: Mon.&Wed. 3-7p.m. / Tues.&Thurs. 1-5p.m. / Sat. 10-2p.m.
· All staff should have printed out and signed the Cigna email by March 30th. Even staff that is not a Cigna member.
· After hours call procedures are stated above. If HiTech calls tell them not to send HPD. You call GSD to send investigator. GSD will call you back with an update.
· Staff should view the Neighborhood Library Leaders blog on a regular basis for updates and are encouraged to comment on posts.
· Staffs interested in literacy are encouraged to let their team leaders know. Carnegie is being discussed as being a designated literacy hub.
· Keep on the look-out for counterfeit money, including $1 & $5 dollar bills.
· Let your manager or team leader know when service personnel are showing up without a badge for identification.
· Keep doing incident report on everything needed to be reported to show the necessity for security.
· The open discussion times for Mike VanCampen at neighborhood libraries has changed from 10-12 to 9-11a.m.
· Hired 13 new substitutes recently.
· Please encourage any substitute that you believe is doing a great job to apply for new positions that are being posted.
· Please let your manager or team leader know of anyone that is planning on retiring or leaving to try and get the position posted ASAP.
· Team leaders rotate on Saturdays for any questions that might arise. Their number is 832-393-2707.
· Passports are currently still being processed at Alief and Central. Alief’s hours are different from what the HPL website states: Mon.&Wed. 3-7p.m. / Tues.&Thurs. 1-5p.m. / Sat. 10-2p.m.
· All staff should have printed out and signed the Cigna email by March 30th. Even staff that is not a Cigna member.
· After hours call procedures are stated above. If HiTech calls tell them not to send HPD. You call GSD to send investigator. GSD will call you back with an update.
· Staff should view the Neighborhood Library Leaders blog on a regular basis for updates and are encouraged to comment on posts.
· Staffs interested in literacy are encouraged to let their team leaders know. Carnegie is being discussed as being a designated literacy hub.
· Keep on the look-out for counterfeit money, including $1 & $5 dollar bills.
· Let your manager or team leader know when service personnel are showing up without a badge for identification.
· Keep doing incident report on everything needed to be reported to show the necessity for security.
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