Meeting Notes 2/29/2012

11:15 – 11:50 AM, Break Room

Agenda

1. Celebrating Leap Day and the new building’s 2nd anniversary (with cake and ice cream)
2. New Staff:  Pedro Fonseca, LA Supervisor, begins March 3; Bradford Dobos, FT CSC, begins March 5
3. Please park in last section along fence until drain in back parking lot is fixed.
4. Turn in leave requests for Spring Break (March 10-18) asap so substitutes can be requested.
5. Handout: COH Electronic Timekeeping Policy eff 3/21/11; copy of info received last fall; review city’s standard policy for using Kronos, esp.
1. 7.2 Work Time and “riding the clock”: once an employee has punched in, he/sje is responsible for starting work.
2. 7.3 Compensatory time and Time Collection Problems: send email with specific time and problem that prevented punching in
3. 7.6 Overtime: any overtime work must be approved by an employee’s supervisor in advance.
6. Shelving: We are professional shelvers, having logging numerous hours shelving over the year(s), expected to provide consistent, accurate shelving.  Mis-shelved items create lots of extra work and hurt staff credibility in the following ways:
1. Customer Service: customers disappointed when item can’t be found, staff uses time helping customers locate items that are mis-placed; missing items go to On Search list, more staff time spent looking for them
2. On Search List: list increased by mis-shelved items, less time to search for other missing items
3. Paging: customers waiting for items which can’t be found; staff spending time looking for items in the wrong place; branch’s holds filled count reduced.
4. Shelving: staff shelving have to spend time re-shelving mis-shelved items, less time to shelve newly-returned materials
5. Claims Returned: when claims returned items mis-shelved, customers billed for items they had returned , leading to customer frustration, lack of trust and possible credit report.
7. Discussion:
1. Problems w customer’s checking out items FOS with holds for other customers: check it anyway and replace item-level hold with copy-first returned hold for original customer.  Thuy--follow-up with Tech Logic?
2. Lost cards: block card in customer’s account, add note with date, “lost card fnd at KEN and destroyed; fill out appl and verify address for replacement” (regular library card) or “lost card fnd at KEN and destroyed; $1 for replacement card” (computer use cards);  cards are not stored at the desk or in the blue file box in the lobby; please immediately block all lost cards so they cannot picked up and used by anothe customer.  See Kendall blog post, 7/8/11: About notes: lost card notes, that is.

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

Meeting Notes 1/4/12

11:15-11:50 AM, Break Room

Agenda

1. New & Departing Staff
1. New: Cosette, CSC-PT; Willie, IS/IT Help Desk Coordinator (Trainer)
2. Departing: Irene (retired 12/31/11); Tina (returning to Looscan 1/9/12)
3. Substitutes: will request for Monday-Thursday, beginning Jan. 9
2. Off-desk duties to be reassigned
1. Supplies
2. Damaged/Incomplete Items
3. Checking/Storing Applications
4. Others?
3. Following the Schedule--why?
1. Ready @ Open
2. Closing the floor
3. Sort
4. Whatever needs to be done
4. Deadlines:
1. Wednesday, Jan. 11: Feb programs in Program Registration
2. Monday, Jan. 16: Library closed for MLK Birthday holiday
3. Tuesday, Jan. 17: December Applications to CIRC Admin to archive
4. Tuesday, Jan. 17: Adult 10/11 GAPS MISC List to Collection Development

---

5. EPE Review

Job Duty: Customer Service
Weight:  20%
Employee provides extraordinary customer service by

• welcoming everyone in a friendly manner,
• being positive and professional in voice and actions with all customers,
• giving customers full attention,
• acknowledging all communications promptly,
• giving timely, accurate, thorough and appropriate information and assistance,
• making every effort to meet customers’ needs, and
• by being polite and equitable in enforcing organizational policies

Measurement:      
Acceptable

1. Employee welcomes customers and staff in a friendly, positive and professional manner.
2. Information and assistance provided are ordinarily timely, accurate, thorough and appropriate to the situation.
3. Often treats all persons and situations with respect, courtesy, and sensitivity to cultural diversity while enforcing organizational policies.
4. Ordinarily practices active listening and assists customers with defining their needs and requests.