Team Meeting: November 2014

Collier Team Meeting
 11/5/14 11:15AM
Notes Prepared by: Marcos Martinez

 SELF-CHECK (CHECKOUT MACHINES): September Circ reports are out and show another great success of this team's efforts to informing/educating/assisting customers with use of the checkout machines. September stats show 79% of checkouts were done using checkout machines. That's another 20% increase from August, which was at 58%! July report indicated an estimate of 37% use. The goal is to reach 85% by the end of 2014.

FOOD DRIVE @ COL: A collection bin for the food drive will be placed out in the lobby area. COL's food drive will begin Friday, 11/7/14, and run all month of November. All items will go to help support the local food pantry at Pathway Church of Houston. Only non-perishables will be accepted (ex. box foods, packages, cans, etc.). The idea behind this is to help support members of the Collier community who lack food. A community member lacking food cannot fully utilize the resources at the Library or focus on becoming an engaged citizen (ex. employed, volunteering, civic engagement, etc.). The Library is conducting this drive to help provide food to those who need a helping hand. FAQs sheet and flyer to follow soon.

STAFFING AT CSD:  Many customers have shared comments stating staff don't look busy or are holding conversations while redirecting customers to checkout at machines adjacent to desk. For the summer season, 3 staff were needed at the CSD, but with a reduction in traffic there may be times when only 2 staff are needed at the CSD. A short discussion took place with good ideas of possibly having 1 staff member at the checkout machines, 2 at the CSD, and 1 roving/roaming the floor. A sheet was provided to each staff member asking to indicate whether 2 or 3 staff are needed at the CSD for every hour we are open. Responses received from staff, observations made by manager, and statistical reporting will all be used to formulate a plan to use staff resources efficiently and effectively for this slow season (Nov-Jan).

Monthly Meeting: October 2014

Collier Team Meeting
October 15, 2014
Note Prepared by: Marcos Martinez

JULIA BRADLEY: All of us in this team must work together to help our newest team member, Julia, become well equipped on the service floor. You may see on the schedule “CSD – TR” which means Julia will either be shadowing you at the desk or you will assist with her hands-on training. Julia will be taking on the computer classes and open job lab, serve as volunteer coordinator, provide staff training of online resources, and maintain laptops/desktops to check for issues.

SIRSI & PLACING HOLDS: A few customers have reported their request for items, made with COL staff, have been sent to CEN for pick-up. Ensure the appropriate pick-up location is selected when using SIRSI “Place Holds” wizard. To assist customers, please utilize the online catalog to place holds for customers. Before confirming the hold request, ask the customer their preferred pick-up location.

“OP/$”: If you running to the bank to break big bills, you must transport the money in an envelope from the Library and back to the Library. This is for your safety and to not draw attention when you are transporting. Also, it is best to run to the bank prior to opening time to ensure we have change ready then. Have another team member witness how much you are transporting by counting the bills to them and again when you return.

CUSTOMER COMMENTS: Customer comments are greatly appreciated. They tell us when we are doing a great job and when we are not doing a great job. If we are falling short on something, we want to know that we are. Receiving customer complaints is a good thing in that we become aware of something is amiss and we can work to improve or correct it. Listen attentively, apologize if necessary, assure them comments will be passed and thank them. Use customer comment forms (found in CSD drawers and at front lobby area) to gather feedback. Let customer know they may fill out later and drop/mail to us.

INFORMATION DESK & CHECKOUT: Customers have filed complaints stating we, staff, are not wanting to assist customers when stationed at the desk. They’ve stated they have been given a paper with call number and pointed the direction to go. Another was when we informed customer(s) we no longer check out and we are only reference.

The CSD is the information desk. Please be mindful of the word choice used when informing and assisting customers on transactions at CSD and self checkout. Also, the word “self-checkout” should not be used on the public floor with customers. This may give the wrong message of us stating “do it yourself”. The word to use is “checkout area/desk”. When directing them to use the checkout machines to checkout materials, please offer assistance. My expectation is that we go out to the floor to assist customers where and when needed. The chairs at the CSD are not designed for using the full hour(s) you are assigned at the CSD. You will be moving often as customer need assistance.

TEAM WORK: Work together to assist customers and address concerns. All of us have a basic understanding and skills to deliver customer service, but we each have special expertise and skills to contribute to the team in order to deliver exceptionally to customers.

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Collier Regional Library Team is pumped and ready to rock this campaign!

 

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