Absolutely love this month's display in the teen area! Great work!
Thursday, January 30, 2014
Friday, January 24, 2014
NL Manager's Meeting Notes 1/23/2014
The managers were presented with three speakers from different agencies. Listed below are brief tips on how to help a customer who may be homeless, approach a mental health crisis, and de-escalate a situation. Note: A safety/security training may be provided to all staff in the near future.
I. Homeless Customers (SEARCH): A representative from SEARCH Homeless Agency came out to talk about what they do and offer to their clients--homeless. SEARCH has a mobile unit that covers the City of Houston and they go out to meet with clients. They help educate families who are in shelters, navigate clients with obtaining IDs (vitals), provide housing, assist with finding employment, and most importantly listen to their clients. The Mobile Crisis Outreach Team (MCOT) can be reached at 713-970-7520. For publicly intoxicated citizens, call 3-1-1 to request for HPD to escort them to get sober at a facility--Sobering Center Program.
II. Crisis Intervention (HPD): People in mental health crisis can be very unpredictable. Watch for body language; expect the unexpected; call police if not sure or in doubt. Model and exhibit what behavior you want a customer to do when approaching them. Approach calm and controlled while listening to what they have to say. Introduce yourself (ex. "Hi, I'm the Librarian...") and find out their name to use in the conversation. This helps show that you respect them and attempt to connect with them.
- Avoid orders and commands
- Speak clearly, calmly, and concisely
- Be honest and don't play along with delusions
- Don't get physical (no hands on customer)
III. Verbal Judo (HPL Josh Norris): Represent HPL in a positive manner.
- 3 kinds of people: Nice, deflective and difficult
- Mention and emphasize the good/positive
- Hierarchy of De-escalation:
- positive approach
- reiterate positive language
- give customer good choices
- take appropriate action
-MM
Tax Forms & Tax Assistance (AARP)
TAX FORMS:
Tax forms received to this date, 1/24/14, have been placed out near the entrance on the top of the furniture with promo materials (next to book sale). Teresa, Lourdes, or Trish will continue to put out any other forms that arrive after today. If we do not have a form and a customer is requesting, please refer them to the IRS.gov site where they can download forms. We typically do not print forms for the public, but exceptions can be made if they are 1-2 page tax forms (1 copy only; not instructions!). Also, if customers ask why a certain form(s) have not arrived, please inform them politely that last minute changes in laws can cause delays in printing and distribution, but to check back with us by phone if they wish to wait for a printed form.
TAX ASSISTANCE AVAILABLE:
AARP is scheduled to offer assistance in nearby facilities (Oak Forest Library, Hillendahl Library, and the SOSA Community Center) beginning the first week of February http://www.aarp.org/applications/VMISLocator/searchTaxAideLocations.action. Times may vary and HPL Print Shop has distributed flyers with more details for the public. Please refer customers who inquire about or seek tax assistance to these nearby locations. We may have customers asking why Collier Regional is not a site for tax assistance. Please inform them that sites are identified early on in the previous year and we, Collier Library, plan to make contact with AARP for possibly having our site selected for next tax season.
Thank you,
Marcos M.
Tax forms received to this date, 1/24/14, have been placed out near the entrance on the top of the furniture with promo materials (next to book sale). Teresa, Lourdes, or Trish will continue to put out any other forms that arrive after today. If we do not have a form and a customer is requesting, please refer them to the IRS.gov site where they can download forms. We typically do not print forms for the public, but exceptions can be made if they are 1-2 page tax forms (1 copy only; not instructions!). Also, if customers ask why a certain form(s) have not arrived, please inform them politely that last minute changes in laws can cause delays in printing and distribution, but to check back with us by phone if they wish to wait for a printed form.
TAX ASSISTANCE AVAILABLE:
AARP is scheduled to offer assistance in nearby facilities (Oak Forest Library, Hillendahl Library, and the SOSA Community Center) beginning the first week of February http://www.aarp.org/applications/VMISLocator/searchTaxAideLocations.action. Times may vary and HPL Print Shop has distributed flyers with more details for the public. Please refer customers who inquire about or seek tax assistance to these nearby locations. We may have customers asking why Collier Regional is not a site for tax assistance. Please inform them that sites are identified early on in the previous year and we, Collier Library, plan to make contact with AARP for possibly having our site selected for next tax season.
Thank you,
Marcos M.
Friday, January 3, 2014
Collier Team Meeting 01/3/2014
Collier Team Meeting Notes
1/3/2014
10:00am-11:45am
Meeting called by: Marcos M.
1. Phones: The Library does not have a courtesy phone for the public to use. However, we are able to permit the use of the staff phone at the CSD when emergencies arise or a child is calling for a ride. Please limit these calls to two minutes and reiterate to the customer the length of use. If adults ask to use the phone, simply state we do not have a courtesy phone, but in some instances we allow the use for emergencies or when a child needs to call for a ride.
2. Phone Messages: Lourdes will be looking for or ordering "Important Message" pads for us to use at the CSD. Please attempt to take a message (caller's name, time/date called, msg) when the staff member is off-site, in a program or training, or off for the day.
3. Public's Personal Items / Headphones: If a customer asks us to watch or hold on to their personal items, please inform the customer that we cannot because we may be called away from the desk and would not want to see their personal items stolen. If a customer purchases a set of headphones from us and claims they do not function, please confirm this by testing on our computers. If the set does not function, we can issue them a new set at no charge. Please make a note on the damaged item and place both in my mailbox. No refunds can be issued for headphones once purchased.
4. SMART Goal Definitions: A sheet has been created defining some of the agreed SMART goal verbiage. A printed copy has been distributed to each staff member.
5. SMART Goal Logs: To help with measuring SMART goal progress, a few logs have been created. This includes a delivery log (Teresa and Lourdes will primarily use), library card application log (Lourdes and Marcos will only access electronically), and a shelving log (TBD). Beginning February 1st, all processed library card applications will be recorded on the log. Please be sure to review your apps one more time before submitting to the tray. If any errors are identified, Lourdes will inform you and have you correct the error.
6. Staff Updates & Discussion: Flyers will be made promoting a particular program/series offered at COL. We display only the last 4 months of new books received. All others prior can have their date label removed from the spine and shelved in their respective location. Tax forms will be placed out at the latest February 1st at the entrance on the counter top by the book sale carts. This will make access easier for customers. Once again, our new assistant manager/children's librarian will start Monday, January 6th. Please welcome and help her with any questions she may have. I will designate a few of you to help with hands-on training. Stay tuned...
7. Comments: A staff comment box/jar will be created and placed by the mailboxes. The idea is to submit comments/suggestions/questions anonymously for the next month's team meeting. Public comment forms have been printed and placed out on the public floor.
-MM
1/3/2014
10:00am-11:45am
Meeting called by: Marcos M.
1. Phones: The Library does not have a courtesy phone for the public to use. However, we are able to permit the use of the staff phone at the CSD when emergencies arise or a child is calling for a ride. Please limit these calls to two minutes and reiterate to the customer the length of use. If adults ask to use the phone, simply state we do not have a courtesy phone, but in some instances we allow the use for emergencies or when a child needs to call for a ride.
2. Phone Messages: Lourdes will be looking for or ordering "Important Message" pads for us to use at the CSD. Please attempt to take a message (caller's name, time/date called, msg) when the staff member is off-site, in a program or training, or off for the day.
3. Public's Personal Items / Headphones: If a customer asks us to watch or hold on to their personal items, please inform the customer that we cannot because we may be called away from the desk and would not want to see their personal items stolen. If a customer purchases a set of headphones from us and claims they do not function, please confirm this by testing on our computers. If the set does not function, we can issue them a new set at no charge. Please make a note on the damaged item and place both in my mailbox. No refunds can be issued for headphones once purchased.
4. SMART Goal Definitions: A sheet has been created defining some of the agreed SMART goal verbiage. A printed copy has been distributed to each staff member.
5. SMART Goal Logs: To help with measuring SMART goal progress, a few logs have been created. This includes a delivery log (Teresa and Lourdes will primarily use), library card application log (Lourdes and Marcos will only access electronically), and a shelving log (TBD). Beginning February 1st, all processed library card applications will be recorded on the log. Please be sure to review your apps one more time before submitting to the tray. If any errors are identified, Lourdes will inform you and have you correct the error.
6. Staff Updates & Discussion: Flyers will be made promoting a particular program/series offered at COL. We display only the last 4 months of new books received. All others prior can have their date label removed from the spine and shelved in their respective location. Tax forms will be placed out at the latest February 1st at the entrance on the counter top by the book sale carts. This will make access easier for customers. Once again, our new assistant manager/children's librarian will start Monday, January 6th. Please welcome and help her with any questions she may have. I will designate a few of you to help with hands-on training. Stay tuned...
7. Comments: A staff comment box/jar will be created and placed by the mailboxes. The idea is to submit comments/suggestions/questions anonymously for the next month's team meeting. Public comment forms have been printed and placed out on the public floor.
-MM
Thursday, January 2, 2014
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