Open Discussion Notes 3-19-14

Open Discussion Meeting with Kendall Staff and Shammi Gill

• Regarding the continuation of the Open Discussion Meetings: Most staff agreed that they liked having a non-structured meeting in which we could bring up issues and thoughts. So we will continue to have these meetings. (MH)
• We have a new repair/missing items spreadsheet that staff can access on Google Docs. The link is on the blog under “Quick Links”. (JK)
•  Delivery Reminders:

o   Please shelve holds throughout the day when on assigned to delivery. Don’t leave wrapped

hold items on a cart in the back or for someone else to shelve. (AB)

o   Do not set aside drive-up items – do all KEN and KENDRV items in one batch.

o   Do ILL items first if you see them.

o   You can use the DRV UP holds template for any drive-up holds.

•  In May and this summer, Jose and Pam will have a “planning for college” session as one of the computer classes. Jose is hoping to have an academic adviser in the session to offer advice.
• Signs for April programs need to be sent in for approval. (KL)
•  Leona is preparing for outreach for SRP. As of today, we haven’t received the information regarding our SRP programs. (LH)
•  Alisa & Nina are planning to conduct outreaches at middle and high schools to help bring more teens into the library. (AB)
• Saturday A-Team has been working really hard together, even with such a short amount of staff. Kudos to y’all! (KL)
• Shammi encouraged us to request for substitutes when are below are minimum staffing level. They are taking requests up to two weeks in advance, so we can plan ahead. (SG)
•  There will be a representative from a security company coming on Friday to assess the security situation in our building. (KL)
• Donna Jackson (HPL’s graphic/visual specialist) will be visiting soon to look around the building and gather ideas for further enhancing our space. (KL)
• March 31 is the deadline to submit your Wellness points to avoid the $25 monthly fee. (SG)

Staff Meeting Notes 2-5-14

February 5, 2014, 11:15 – 11:45 AM, Breakroom

1. 1. Event Updates (Karen)
   1. Monthly Stats
   1. Circulation: 27, 629 (#2; Stella Link 30,921)
   2. Computer Use: 2,399 (#10; Carnegie, Park Place, Alief, Walter, Stella Link, Frank, Robinson, SW Express, Vinson)
   3. Self Check: 7,029/ 34.3% (#3; Stella Link 21,836; Alief 7,332)
   4. Holds: 4,657 (#2; Stella Link 5,190)
   2. Training Opportunities:
   1. KEN Monthly Staff Meetings, 11:30-11:45 + assignment:
   1. Feb 5: Consumers Reports (Alice)
   2. Mar 5: Reference USA (Alice)
   3. Apr 2: tba (Pam)
   4. Apr 30: tba (Pam)
   5. May 28: SRP Registration (Leona)
   6. Jun 25: tba (Leona)
   2. Sirsi Symphony: 9AM-1PM, Concourse Computer Lab, 2/28, 3/28, 4/25, 5/23
   3. Staff Training Portal: 10-11 AM, 6th floor training room, 3/19, 5/21, 7/16, 9/17, 11/19
   4. NEO: 9AM-12PM, 2/10-14, 4/7-11, 6/9-13, 8/11-14, 10/13-16, 12/8-12
   5. Online course from TSL: Providing Excellent Customer Service While Dealing With Real People.  For more details and to register, please click on this link:  https://www.tsl.texas.gov/customerservice. Please seek supervisorial approval prior to registering.
   6. HPL Training Calendar: https://sites.google.com/site/hplstafftraining/formaltraining/calendar
   3. Announcements:
   1. New GSD Building Maintenance staff: Patrick Broussard, 7AM-4PM, M-F
   2. Accepting applications for Customer Service Substitutes online (handout)
   3. Overriding CD limits for customers
   2. Consumers Reports Training (Alice)
   1. See handout for information and assignment details.
   2. Email the completed assignment to Karen by Friday, Feb. 14.

   
   

   Upcoming Staff Events

   • Feb 1: AARP Tax Help starts: Wed 12-4, Sat 10-2 (through Sat, Apr 12)  
   • Feb 4: 2014 SRP Programs due
   • Feb 5: Stats and Monthly Report due
   • Feb 10-14: NEO Training @ CEN
   • Feb 12: March programs complete in Evanced, Calendar and Room Reservations
   • Feb 12: Staff Appreciation Pizza Party
   • Feb 15: Last day of pay period
   • Feb 19: Staff Open Discussion Meeting
   • Feb 27: NL Managers Meeting @ CEN
   • Feb 28: Last day of pay period; Sirsi Symphony Training @ CEN

   
   
   

Meeting Notes 5/30/12

11:15-11:45 AM, Break Room

AGENDA

1.    Updates from NL Managers Meeting 5-24-12:

1.        Steve Hill, Communications Dept, Service Area Maps and Customer Survey:

·         During June, each NL location will have a map of Houston for customers to use a push pin to mark where they live (in order to update each NL’s service area).

·         Customers will also be asked to fill out a brief paper (or online) survey asking for their feedback about HPL services.  Encourage customers to use the online survey (easier to tabulate). 

·         Maps need to be in a monitored location so push pins don’t become a danger to children.  [suggest 2^nd and 3^rd floor desks—lobby too crowded. KL]

·         Maps, easel(s), and surveys will be delivered next week.

2.       Kindle Fire for Staff Training.  NL Admin has purchased 36 Kindle Fires with book sale funds, 1 for each location for staff training.

·         Item will have G# and barcode so it can be checked out to staff members for a 2-week period.

·         Dr. Lawson wants everybody on the staff to be familiar with ebooks and the new mobile app so we all can help customers with their questions.

·         Ebook training—2 at Kendall (May 25 and June 1), 3 hours (2 hours training, 1 hour hands-on practice). 

3.       Counterfeit Bills.  Mike demonstrated the difference between a counterfeit and an authentic $10 bill.  Financial Services has received several counterfeit bills under $20 and asked all staff to check every bill $5 and up.

4.       Jason Stephens, Planning & Facilities: brochure holders for Voter Registration Forms

·         All Texas libraries required by state law (Texas Election Code, Section 20.001) to make voter registration forms available to their customers and to mail them, if requested by the customer.  Each adult applying for a PowerCard should be offered a Voter Registration Form.

·         Staff is not expected to verify customer’s information or to help customers fill out forms.  To answer questions, go to the Harris County Tax Assessors Office, Voter Registration (http://www.hctax.net/voter/acquirevoterapp.aspx) or the Texas Secretary of State (http://www.sos.state.tx.us/elections/voter/reqvr.shtml).

·         If requested, staff can put completed forms (which are postage-paid) in the outgoing mail box for pick up.

·         At Kendall: in addition to the forms at the desks on each floor, additional forms (both English and Spanish) are in brochure holders in the 2^nd and 3^rd floor Print Centers.

5.       New Substitute Guidelines

·         Substitutes can only be requested when staffing levels fall below established minimum level [posted on Quick Links page

·         For vacation requests, staff must switch Staurdays with a co-worker.  Substitutes may only be requested to fill unexpected absences.

·         Substitutes must be requested only for hours the library is open to the public, minimum 4-hour shift.

·         See CSS section on Quick Links blog for revised guidelines and request form.

6.       NL Administration offices are moving from Marston to the 6^th floor of Central (old HALS suite) June 11.  Other moves from Marston:

·         Collection Development is moving in the Library Materials Services area by June 6

·         Financial Services is moving into the former Collection Development office on the Concourse level by June 6.

·         Communications department is moving to the former ILL space (already moved?).

·         Human Resources is moving to the former Program staff office on the 4^th floor of Central by June 11.

2.    eBook Training, May 25 & June 1

3.     SRP begins next week (see June/July Program Calendar).
4.  Ready 2 Open: Everyone has this on his or her schedule 15 minutes before we open to the public, meaning everyone is on the floor making sure everything is turned on, checked in, straightened up, and ready for customers.

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.

Meeting Notes 2/15/12

11:15-11:50 AM, Break Room

Agenda

1. Handouts
1. Change in Laptop Checkout Policy (email from Mike VanCampen, 2/8/12): no checkouts if customer has any fines; picture ID and library card must match customer checking out laptop
2. Physical Weeding Guidelines (from Collection Development Office, 1/17/12): items meeting the following criteria should not be reshelved, floated, tagged or sent for a hold: yellowing pages; split bindings; dirty/stained/water-damaged/hi-lighted/written-on pages; torn pages or cover; loose or missing labels; physical damage (bite marks, cigarette burns, roaches, mold, strong ordor).
2. Recap from Last Meeting
1. Bookdrop: 4x/day--smaller and quicker
2. Sorter: clean “shingler” belt every morning with soapy water and brush, wipe dry (1st person assigned to Sort)
3. Tagging: at desks, on the spot as time permits--better check-in consistency
3. News/Updates
1. Book Sale wish list, due 2/17: requesting non-supply items needed
2. Kronos: email problems logging in to Karen with date and punch time
3. Parking: please use last row of parking lot while back lot is flooded
4. EV Charger: no parking restrictions, a convenience for electric-car owners
5. AARP Tax Help: Wed 12-4, Sat 10-2; schedule on blog, program calendar, yellow handout, posted 2nd & 3rd floors
6. Tax Forms: what we have received from IRS in lobby; get copies of other forms from binder (2nd floor desk) or www.irs.gov
4. Substitutes
1. Substitute signs in and out on timesheet; leave in manager’s box at end of day.  Both substitute and manager/supervisor fill out surveys at end of day.
2. Links to time sheet, substitute and manager surveys on blog/Quick Links page
3. Offer to help if there’s something they don’t know how to do: “This is how we do this here.”
4. Share observations with manager to be included in end-of-day survey
5. extra timesheets and training handouts for standard procedures in folder on top of mail boxes
5. Volunteers
1. Online applications only, effective immediately (link on blog home page, under “Volunteer Links”
2. Part of city-wide initiative to improvement volunteer management and volunteer experience
3. Volunteers must be at least 14 years old and agree to serve for a minimum of 45 days and at least 20 hours in the first month (3-4 hours/week).  Also: no criminal background, no court-ordered community service
4. Volunteer applications with be processed by Andrea Lawrence, Volunteer Coordinator, Office of Volunteer Services, Department of Community Engagement.  After processing (interview, background check), they will be referred to the branches for orientation and scheduling.
5. Volunteers sign in and out for their shifts using the Google form (link on the blog).  They must wear their Volunteer picture ID (or the generic volunteer badge available at the 3rd floor desk) while volunteering.
6. Frees staff time to schedule, train, manage on-site volunteers