Staff Training Notes 7-8-16 & 7-15-16

Kendall Staff Training

Opening Procedures: What Needs to Be Done and How to Do It

July 8 & 15, 2016

9-10:15AM, 3rd floor conference room and other floors

Presented by Karen Luik & Nagma Akbar

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Objective: To review the procedures that need to be completed before the library opens to the public.   

Description: Review each task on the Daily Opening Checklist, including what needs to be done and why. Demonstrate procedures on site and identify areas needing further information.

	DAILY OPENING CHECKLIST
*	If you're the first person in the building -- Disarm the alarm
	Lobby & Drive-Up	2nd floor	3rd floor
1	Turn on equipment and software: sorter, computers, self-checks	Turn on lights and open blinds (unless needed for sun control)	Turn on lights and open blinds (unless needed for sun control)
2	Load cash drawers and complete daily deposit if needed (see procedure below)	Turn on equipment and software: computers, AllCirc	Turn on equipment and software: computers, AllCirc
3	Get gate count and record on stat sheet	Get laptops from charging cart	Bring gaming keys from workroom, turn on screens, unlock desk cabinet
4	Get book drop bins and run through sorter	Check in newspapers and rotate old papers	Make sure gaming equipment charged and ready to check out
5	Print Clear Hold Shelf List and pull expired items	Refresh new book and other displays	Refresh new book and other displays
6	Run yesterday's pick-up carts through sorter	Pick up unshelved items and straighten furniture	Pick up unshelved items and straighten furniture
7	Before opening turn on all lights	Take empty carts to the Lobby	Take empty carts to the Lobby
8	Start slideshow	Start slideshow	Start slideshow
9	Unlock doors	Unforward phone
1	Weekly: Clean sorter belt, replace stats sheet	Weekly: Replace stats sheet	Weekly: Replace stats sheet
2	As Needed: Replenish desk supplies	As Needed: Replace stats sheet, replenish desk supplies	As Needed: Replace stats sheet, replenish desk supplies

PROCEDURES FROM QMS:

Opening the Building

Purpose:  Before opening the building to the public, a standard set of steps should be completed to ensure a smooth and stress-free opening of the library.

Scope: This procedure identifies the steps to be followed before opening.

Responsibility and Authority:  Frontline staff and managers may be responsible for opening duties at their facility. Review the daily work schedule once you arrive at your location to see if you are assigned these duties.  If so, perform the following steps:

Work Instruction:  

• Processing money:
• Open your safe and remove: the blue money bag(s) from the previous closing and the cash. (The amount should equal your branch’s regular starting amount.)  
• Tear off the credit card settlement slip from the credit card machine (this prints out at approximately midnight every day).  Photocopy this slip.  Insert the copy in the “Deposit Records” binder used to keep a record of the daily closing reports.  Insert the original in the most current blue deposit bag.
• Proceed to the computer linked to the cash drawer. Count the opening day’s cash.  Resolve any money discrepancies, should they exist.   See Daily Deposit.
• Once the monies have been counted and discrepancies resolved, the money bag(s) are ready to be picked up by delivery.  Locate the Bill of Receipt book.  Enter appropriate information in the From,  Released by, and Bag # items.  Store this information with the money bag(s).  The money bag(s) are  now ready to be picked up by delivery.
• Check Service Points
• Replenish supplies as needed (folded yellow library card information sheets, library cards and applications, pens, golf pencils).
• Prepare current day stats sheet.
• Remove clutter.
• Walk through public areas to pick and straighten up as necessary, including resetting any furniture that was moved the previous day.
• Computers
• Ensure reservation kiosk and public computers are working.
• Retrieve laptops and plug in laptop cart if one exists at your location.
• 10 minutes before opening, restart all service desk computers. Open web browser, Sirsi Workflows, Smart Money and Reservation system.
• Bookdrop
• Process material located in your bookdrop prior to opening your location. Backdate all items to previous open day.  
• At opening time, lock the bookdrop (if applicable at your location).
• Newspapers and Serials
• Check in and put out newspapers and any magazines ready to be shelved.
• Phones
• At opening time, open any gates around the building, take the phone off “forward” and unlock the main door.

References:  Associated policies or guidelines

Forms:  Related forms or records for process

Daily Deposit

Purpose:  To outline the proper procedure for preparing the daily deposit.

Responsibility and Authority:  All frontline staff

Work Instruction:  

At the end of the business day, the drawer should be closed out and counted:

1. Log into Smart Money Manager (Note: After 5 minutes of inactivity users are automatically logged out)
1. Click on the SMM icon located in the operations/system tray at the bottom of computer screen.
2. Enter your employee ID (i.e. e123456).
3. Enter your password.

2. Open the Cash Drawer
1. Double click on ‘No Sale.’
2. When prompted to enter amount click ‘OK.’
3. ‘Check Out’ with the ‘Payment Type’ Cash.  The available payment types are located at the bottom right of the SMM screen. The default payment type is Cash.
4. Leave the Amount tendered as $0 and click ‘OK.’
5. Cash Drawer will open.

“No Sale” should always reflect $0.00 amount.

3. Run Cash Drawer Count Report and Merchandise Category Report.

Cash Drawer Count Report:

1. Click on Reports.
2. Click on Cash Drawer Count.
3. Select Zone (Location).
4. Select Terminal.
5. Select Current (if it is for today) and click Submit. If report is for previous day select History and change date accordingly.
6. Enter Opening Balance (amount of money in the till at the beginning of the day).
7. Enter ALL Currency and Coins in the drawer. (Note: enter the number of dollar bills or coins, not the amount of money they total to. For example, if you have one $5 bill, enter 1.)
8. Click Submit at end of the report.
9. The resulting report should give you the total transaction amounts and if you are over or short.
10. Print two copies of the report; one copy of the report should be kept for location files and the second copy should be included with the money in the Fines envelope.
11. Fill out the rest of the report by hand:
1. Write your branch name on top of report,
2. Total Amount Enclosed Cash + Checks + Credit Cards =
3. Counted by:    Print name + Signature
4. Confirmed by: Print name + Signature
12. Close Report.

Merchandise Category Report

1. Select Zone (Location).
2. Select Terminal.
3. Select Current (if it is for today) and click Submit. If report is for previous day select History and change date accordingly.
4. Print three copies; one copy should be placed in the Fines envelope, one copy in the Book Sale envelope, and one copy is retained in the location’s files.

4. Separate out the money for the opening till and place the rest of the cash and the charge and check receipts in an envelope for deposit the next day.

The next morning:

1. The Telecheck machine should print the settlement receipt for Credit card and check transactions for the day.  
2. If the settlement does not automatically run, staff can press CREDIT then MORE and CREDIT then CLOSE to print the report.  For check transactions, press CHECK and then CLOSE.
3. Include the settlement receipt with the daily deposit.

References:  Administrative Procedures 4-8 Cash Handling

See also:  Accepting Payments (Smart Money)

Open Discussion Notes 9-23-15

Workroom, 11:15-11:50AM

Moderator: Lauren; Recorder: Karen

Attending: Lauren, Albert, Karen, Janalyn, Alice, Jose, Alisa, Doug, Trish, Jasmine, Pam, Temeka, Leona. Absent: Evin, Iffat, Nina, Shanti (notes in mailbox).

1. At Closing--Teamwork and Customer Service.  Don’t forget to:
1. Forward the phone, 2nd floor (this morning answered call from customer with fine problem because phone not forwarded).
2. Record the gate count, 1st floor (power went out overnight and we lost yesterday’s visitor count).
3. Don’t leave bins unplugged overnight, 1st floor (it creates more exceptions the next morning when items mis-sort).
4. Label outgoing holds so they can go out in Delivery in the morning, 1st floor (this morning labelled three bins of outgoing holds which missed Delivery and will sit until tomorrow to go out).
2. Sorter Problems:
1. Books sorting to wrong bins but looks okay to TechLogic when they check logs.
2. Copy Fred, Jeff, and Patrick on emails to Helpdesk or TechLogic about sorter problems to keep them in the loop.
3. Wait a few seconds after green light before sending next item through because books are stopping on the belt--given them enough time to clear.
3. Deposit:
1. When bagging money at the end of the day, don’t just throw it loose in the bag. Loose bills get stuck in the bag and make it more difficult for the person doing the deposit the next day.  
2. The coins should be in the correct bag and the bills wrapped around the coin bags with a rubber band.  
4. Sorting Room:  
1. Please don’t dump books on carts, especially when they’re mixed up.  Items are going on the wrong carts, which creates extra work for a colleague.  
2. If you don’t have time to put books on a cart in order, dump them in the correct bin for someone else to sort.
3. When full bins are stacking up (especially when there are 4 or more), take the initiative to unload them and put the material on a metal cart in order, so it is ready to be reshelved.  
4. Don’t leave ½ full carts in the sorting room--it wastes carts and takes up space.  Add the books to another cart already underway.
5. Send languages not at Kendall (we have Spanish, French, Japanese and Russian) in the float bins to LMS; they will send to locations with those languages.  
5. Blank (Unscheduled) Hours:
1. There’s plenty of shelving to do--use your unscheduled time to help us clear shelving every day.  
2. If shelving is done, then shelf read. Most staff have Shelf Reading as a SMART Goal; for a 3, you should be averaging 1 hour/week.  
3. When you’re on the clock, you should be using unscheduled time for work duties.  Limit personal activities to your lunch hour and 2 15-minute breaks.
6. Delivery/ Holds:
1. Don’t put tems on the holds shelve which are supposed to be at other locations  (this week removed 60+ items on hold shelves for customers at other locations).  This is careless when items are clearly marked and unfair to customers waiting for their holds.
2. When handling paging or Delivery, always separate items for KEN (staying) from items going to other locations (going).
3. When checking in holds/delivery, use the following Sirsi functions:
1. Labeled: use Receive Transit (doesn’t print label
2. Not Labeled: use Discharge (prints label)
3. Bookdrop: use Discharge or Bookdrop Backdate (prints label)
4. This will keep the Spool WIzard from filling up with unprinted labels.  Also, make sure to clear the Virtual to Print Wizard before you leave the computer.
4. The MaxStick Label paper is in demand.  Albert is ordering it regularly so we have enough on hand but don’t waste it (for example, don’t print labels for non-hold items going back CEN--just put them in the CEN bin).
7. Book Drop:
1. Empty both bins each time.  Don’t let material pile up in the second bin.  It’s not fair to customers who have returned items to not check them in promptly.
2. The door to the second book drop is not opening/closing easily.  This should be reported so it can be fixed.
8. Desk Supplies:
1. Leave tools such as staplers and tape dispensers at each public service desk (and the workroom).  If you borrow them to use somewhere else, return them when you’re finished.  (Apparently the 2nd floor stapler is missing because it was taken by a customer.)
2. If customer want to borrow scissors or a stapler, let them use it at the desk.
9. Laptops:
1. Don’t leave laptops at the public service desk overnight.  They need to be locked in the charging cabinet so they can recharge and vulnerable to theft.
2. The public laptops are charged in the right-side compartment of the charging cabinet--that’s were the chargers are.  (The left side is empty.)
10. Coin Copier
1. The Coin Copier technician says to flip the copier paper over if it is wrinkling during printing.  (Or fan it when reloading the paper tray.)
2. Use the bypass login to help customers with printing problems--charged but not printing, wrinkled paper.  Use the abandoned print cards for customers with change or money problems.  Refer customers with frequent printing problems to call Coin Copier for refunds.  Use your discretion to help customers with printing issues.
11. Above and Beyond:
1. When you provide extraordinary service to a customer, ask them to fill out a comment form.  We appreciate the acknowledgement
2. Thank you to Alice for preparing the schedule Monday morning.  We all pitched in to get things done!