Staff Training Notes 8/7 & 14/15

Kendall Staff Training

Policies & Procedures: Attendance & Security

August 7 & 14, 2015

Presented by Karen & Lauren

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Objective:  To review and understand key City and Library policies and procedures regarding attendance and library security.

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Attendance & Timekeeping: City of Houston Administrative Procedures

1. A.P. 3-11: Absence; access at http://www.houstontx.gov/adminpolicies/3-11.pdf.
2. A.P. 2-4: Electronic Timekeeping Policy; access at http://www.houstontx.gov/adminpolicies/2-4.pdf.
3. See also: Reminder: AP 2-4 Electronic Timekeeping Policy, email, 10/25/12011; City of Houston Employee Guidebook; access at http://www.houstontx.gov/hr/guidepages/Muncipal%20Employee%20Guidebook%20rv2272014.pdf

Attendance: Houston Public Library Policies & Procedures

1. Human Resources, 5.1: Policies & Procedures relating to Hours, Time and Attendance (December 2009); access at https://hplnet.houstonlibrary.org/polandpro/pol-5_1.pdf and https://hplnet.houstonlibrary.org/polandpro/pro-5_1.pdf.
2. Human Resources, 5.0: Policy & Procedures relating to Notification of Tardiness or Absence (December 2009); access at https://hplnet.houstonlibrary.org/polandpro/pol-5_0.pdf and https://hplnet.houstonlibrary.org/polandpro/pro-5_0.pdf.
3. See also: Customer Experience Blog: Attendance Guidelines, 8/13/13; access at  http://hearresources.blogspot.com/2013/08/attendance-guidelines.html.  Staff Attendance, email, 5/19/2000.

Security: Houston Public Library Policies

1. Planning & Facilities, 2.3: Policy & Procedures relating to Library Security (March 2009); access at https://hplnet.houstonlibrary.org/polandpro/pol-2_3.pdf and https://hplnet.houstonlibrary.org/polandpro/pro-2_3.pdf.
2. Run, Hide, Fight: Surviving an Active Shooter training video; access at  https://youtu.be/5VcSwejU2D0 (YouTube) or http://www.houstontx.gov/mayor/press/20120726.html.
3. See also: Planning & Facilities, 2.8: Policy relating to Safety (March 2009); access at https://hplnet.houstonlibrary.org/polandpro/pol-2_8.pdf.  Personnel, 5.4.1: Policies relating to Recommended Safety Dress Guidelines (June 1997); access at https://hplnet.houstonlibrary.org/polandpro/pol-5_4_1.pdf. Human Resources, 5.9: Policies relating to Injury, Safety, Disability (May 1997); https://hplnet.houstonlibrary.org/polandpro/pol-5_9.pdf.

Staff Meeting Notes 4-8-15

11:15 – 11:45 AM, Breakroom

Agenda

1. Updates from Managers Meeting:
1. Collecting Stories for MY Link Campaign (Karen)
2. Staff Development Day (Lauren)
3. Self-Check Stats and what to do (Nina)
2. Training: Biography Help for Kids (Leona & Shanti). Biography Handout, Biography in Context Handout

Quick Notes

• Open Enrollment ends April 15; see blog post for details.
• FAQs about service animals: detailed guidelines to help you correctly follow ADA requirements regarding service animals (handout).
• Discover 15 Minutes: HPL partnering with Barbara Bush Houston Literacy Foundation to distribute tips to parents to encourage early literacy (handout).
• Make sure workroom doors are closed before public opening hours.

Upcoming Staff Events

• Friday, April 10: Last day of Pay Period
• Wednesday, April 15: Last day for Open Enrollment
• Wednesday, April 15: Staff Training Meeting
• Friday, April 17: Pay Day
• Wednesday, April 22: Open Discussion Meeting
• Friday, April 24: CE Managers Meeting (Karen, Lauren)
• Friday, April 24: Last day of Pay Period
• Wednesday, April 29: Tech Training Meeting/ Management Team Meeting
• Friday, May 1: Pay Day
• Friday, May 1: Staff Development Day @ George R Brown Convention Center

Meeting Notes 8/21/13

11:15 – 11:45 AM, Breakroom

Agenda

1. New benefit year starts September 1 (wellness, personal day accruals); for continuing FMLA, submit new forms for the benefit year 9/1/13-8/31/14.

2. Review of Electronic Timekeeping Policy (COH Administrative Procedure 2-4, 3/31/11):
• Employees are responsible for reviewing their work schedules and clocking in and out as scheduled.
• Any variation outside scheduled work times will be calculated from the actual punch time, which may create compensatory time or overtime and must be approved by the employee’s supervisor prior to the occurrence.
• Compensatory time should not be accrued for personal reasons or to “bank” time to take off later.  
• Non-exempt employees are required to clock in and out at the beginning and end of their shift and lunch break.
• Once an employee has clocked in, he/she is responsible for starting work.  Attending to personal matters or not working while clocked in is considered not working or “riding the clock” and is grounds for disciplinary action.
• If an employee is unable to punch in or out because of a time clock malfunction, network problem, or accidental oversight, it is the employee’s responsibility to inform the appropriate supervisor or timekeeper.  
• Sign the acknowledgment on back page and return to Karen’s mailbox by the end of the month.

3. We’re open until we’re not open: phones are answered and laptops are checked out until closing time.  Shammi reports she called recently at 7:53 PM and no one answered the phone.  What this means for customer service:

4. We are not able to give change or dollar bills (for change) from the register.  But you can always assist a customer by making a general announcement asking other customers if anyone has change or a dollar bill for change.  Most people are happy to help because they’ve been in this situation before as well.

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Upcoming Staff Events

• August 22: Neighborhood Libraries Managers’ Meeting and Budget Review @ CEN (Karen); Affordable Care Act Training @ STE (Meg).
• August 23: Customer Service Training @ STE (Cosette, Leona, Meg); SirsiDynix Updates @ CEN (Alisa, Regina).
• August 30: Last Day of Pay Period.
• September 2: LIBRARY CLOSED for Labor Day.
• September 4: Open Discussion Meeting.
• September 6: Customer Service Training @ OAK (Juli, Katherine, Meg, Pam).
• September 9: New Program Planning Meeting (Meg, Alice, Alisa, Cosette, Jose, Leona, Nina, Pam, Regina, Sharon)
• September 13: Customer Service Training @ COL (Alice, Alisa, Crystal, Regina). Last Day of Pay Period.
• September 18: Staff Meeting

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Remaining August Programs

Adult  Computer Classes, 2nd Floor Conference Room

• Intro to MS PowerPoint 2010, Wednesday, August 21, 12:30 PM – 2:30 PM
• Digital Technology Basics, Thursday, August 22, 10:30 AM – 12:30 PM
• Getting to Know Your Gadgets: eBook Open House, Tuesday, August 27, 3:00 PM-5:00 PM
• Internet Basics 1&2, Wednesday, August 28, 12:30-2:30 20PM
• Intro to MS Excel, Thursday, August 29, 10:30 AM – 12:30 PM

Teens, 3rd Floor

• Teen Video Game Time, Wednesday, August 21, & 28, 4:00 PM-6:00 PM
• Teen Movie Time, Tuesday, August 27, 3:30 PM-5:30 PM

Children, 1st Floor Meeting Room

• Toddler Story Time, Tuesdays, August 27 10:30-11:00 AM

• Babytime, Thursdays, August 22 & 29 11 AM – 12 PM
• Babytime: Baby Yoga, Fridays, August 23 & 30 2:30-3:00 PM

Early September Programs

Adults, 1st Floor Meeting Room

• Kendall Bee Quilters, Mondays, September 9, 16, 1:00 PM – 3:00 PM
• Mystery Book Club, Thursday, September 5 • 1:00 PM – 2:30 PM

Adult  Computer Classes, 2nd Floor Conference Room

• Social Networking, Tuesday, September 3, 3:00 PM – 5:00 PM
• Getting to Know Your Gadgets: eBook Open House, Wednesday, September 4, 12:30 PM – 2:30
• Computer Basics I &II, Thursday, September 5, 10:30 AM – 12:30 PM
• Computer Basics I &II (Bilingual), Tuesday, September 10, 10:30 AM – 12:30 PM
• Intro to MS Word, Wednesday, September 11, 12:30 PM – 2:30 PM
• Intro to MS Excel, Thursday, September 12, 10:30 AM – 12:30PM
• Computer Security, Tuesday, September 17, 3:00 PM – 5:00 PM

Children, 1st Floor Meeting Room

• Toddler Story Time, Tuesdays, September 3, 10, 17, 10:30-11:00 AM
• Babytime, Thursdays, September 5, 12, 11 AM – 12 PM
• Babytime: Baby Yoga, Fridays, September 6, 13,  2:30-3:00 PM
• Preschool Storytime, Wednesdays, September 11,18, 12:30-1:15PM
• Papercrafting with Amie, Monday, September 9, 4:00- 5:00PM
• Family Movie-tba, Thursday, September 12, 4:00-6:00PM

Meeting Notes 4/11/12

11:15-11:45 AM, Break Room

AGENDA

1. Elevators;  the left elevator has been fixed; the right elevator will remain out of order to receive the same repairs (in the next week).
2. Smoking:
1. City Ordinance (Ordinance 2006-1054) requires smokers to be at least 25 feet from a building entrance (the curb across from the staff entrance): “Smoking is prohibited outdoors within 25 feet of building entrance and exit doors, wheelchair ramps serving the door, operable windows and air-conditioner intake vents.  (See: COH Health and Human Services website).
2. Please pick up and dispose cigarette butts in an appropriate container--the butts littering the curb outside the staff door make all of us look slovenly.
3. Keep smoking paraphernalia at your desk, not at shared workstations.  Some of us are allergic to tobacco products and the smell makes us nauseous.
3. Phones
1. Use standard greeting for public calls (“Thank you for calling the Houston Public Library.  This is the Kendall Neighborhood Library Library. How may I help you?”)
2. Use name for private line and internal calls.
3. Ring tones: bell ring for public line (pick asap during public hours), electronic rings for private and internal lines (pick up asap during all hours).
4. When transferring calls, please tell the person receiving the call what is needed.  Don’t just push the transfer button when the extension starts ringing because: 1) the person receiving call can’t tell if it’s an internal or public call (communication, teamwork); 2) the customer has to repeat request second time (customer service).
4. On the Fly applications: Please don’t do this. . . ever.
1. If you’re too busy to complete an application now, you’ll be too busy later too.
2. You’re not saving time, just creating more work later for someone else later on.
3. Customers deserve a fully-functional card right away--take the time to do it right the first time.
5. Listening to Music: Wearing earbuds or headphones while shelving or working at your desk is okay IF you keep the sound low enough that you can hear someone speaking to you without that person having to shout or jump around to get your attention.  Listening to music should not interfere with doing your job, which includes communicating with other staff members.
6. Benefits Open Enrollment: through next Tuesday, April 17.  Enroll online at www.houstontx.gov/oe.
1. Meetings for AFLAC Supplemental Insurance: Central, 4/12 at 2:30, Stella Link, 4/13 at 10:30
7. Next Staff Meeting, 4/25: 1-hour weeding workshop by COMS staff, 10 am (for am staff) and 11:15 (for pm staff), Workroom.
9. • Q&A
• Courtesy holds for patrons should have a note on the item with name, date, and initials of the staff person that placed the hold. Courtesy holds can be held for 24hrs.
• Please keep alphabetizing the sort room karts in the sort area correctly. YA uncataloged items should be in order by author last name. The juvenile series are in order by title. Remember when sorting it is author last name, first name, and then by title. Spell out the number of items that have numerical titles.
• Remember door count will be done next week. The person on sort will most likely be the person to write down door count.
• When closing at the end of the day remember to:
Clear everyone off the floor and check restrooms.
Turn off all public monitors and TV screens.
Turn off staff computers.
Make sure all chairs are pushed in.
Pick up all loose books on tables and shelves.
Shelve items on their correct shelf if time permits.

Meeting Notes 03/28/2012

11:15-11:45 AM, Break Room

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 30^th. 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.