Team Members' Roles

<Team Members Roles>

The text above is a link to a spreadsheet that was created to give everyone in the Collier Team an overview on how integral each one of us are in this team. The primary role(s) of each team member have been listed to inform each other of (1) who to go to for questions or relay information and (2) how important each of our roles are in order to function properly as a team at this synergized facility.

Please click on the link at the top and examine this information carefully. I want you to think of your role and how you fit in the big picture. Our parts are critical not just in this team, but in the HPL system and the people who access our services and resources. Every action and behavior exhibited is an opportunity to positively impact an individual and cause a ripple effect. Remember every person--each one of us and our customers--has the same fundamental goal of becoming a better person and/or making life easier/better to live in. Go forth and make this pursuit of happiness easier for all!


-M

Two Envelopes to Send to CEN Financial Services (Money at Closing)

Hello, Team,

Beginning Tuesday, April 1^st, 2014, we will begin separating cash/receipts in two envelopes to send to CEN Financial Services Department. One envelope (#1) will be labeled as “Fines” which will include fines, misc, HPL bags, NR fee, and passports. The other envelope (#2) will be labeled as “Booksale” and will include only book sale, flash drives, and headphones. How do we determine what is what? The merchandise category report lists all of the transactions. Use this to guide you.

For Fines envelope, please insert the following: merchandise category report, signed cash drawer count, and cash/receipts. For Booksale envelope, please insert the following: merchandise category report and cash/receipts only. If there is no Booksale transactions to send, simply prepare and send the Fines envelope only. Financial Services will know there was no Booksale to send based on merchandise category report.

You may ask “why are we doing this?” Well, money collected from “Booksale” items goes to the Library’s fund for programs/furniture and to replenish Friends items to sell. The money collected from “Fines” goes back to the City’s general fund pool.

A printed template has been provided in each of your mail boxes as well as at the CSD in the drawer for reference. Please review carefully and take time to properly process money at closing.

Please let me know if you have any questions.

Thank you,

Marcos Martinez, Lib II, Manager

Monthly Team Meeting 03.26.2014

Collier Monthly Team Meeting
Notes by Marcos Martinez
03.26.2014

• PERSONAL BUSINESS: Personal business should be conducted during 15-minute or lunch breaks and is suggested to use personal devices for personal matters. Please do not surf the web for leisure purposes or carry personal phone calls while at the CSD or on the public floor when open to the public. Copies of page 22 of the City of Houston Employee Guidebook was distributed to all team members focusing on the section of "Use of City Communication Systems".
• GREETINGS: Please greet/acknowledge fellow team members and superiors when they enter a room (COL members, other branch members visiting, team leaders, etc.). We want to welcome all guests to our work home; both customers and staff.
• DESK SHIFT SWITCHING: When being relieved from the desk, please remember to properly follow through or refer customer(s) before leaving the desk. For example, if beginning the transaction of a new library card and your relief arrives, inform the customer that "Staff Member A" will take care of processing their application and thank them. We do not want to start a transaction and leave without informing them with the next steps or who will be attending to them. This may leave the customer wondering where you are and possibly wait for you when you may be out for lunch. Not a great experience for the customer. Follow through and/or refer!!
• UNATTENDED CHILDREN & LIB TOYS: Children under the age of 7 must be accompanied by a parent or guardian at all times and child must be with parent. Children conducting themselves disorderly in the toy area (i.e. throwing toys, running, standing on furniture, etc.) should be addressed and brought to the attention of the parent/guardian. Remember to communicate to next desk shift crew (your relief) what is going on and/or what has been addressed. This will help with following through with asking customers to leave if they cannot comply with library rules.
• CUSTOMER LOSES PROPERTY: If a customer claims to have lost their property on Library premises (photo id, wallet, etc.), we should do the following: 1) check if someone has turned in item(s) in question; 2) inform all efforts are made to contact owner if item(s) are turned in to staff; and 3) ask customer if they would like to leave their name and contact info in case property is turned in within the next 1-2 days. We do not offer to call police to complete a police report. We can encourage/suggest the customer to file a report with HPD. If HPD arrives on site to conduct investigation or file report, please proceed with submitting an incident report.
• CHECKOUT AT CSD: Customer must have a library card or valid photo-ID to check out items. No card or ID, then no check out.
• NEW LSS (Tech Instructor): Lloyd will be deployed in April 2014 to FRA/MEY grouping to assist with delivering computer classes. Our new LSS will start with us on 3/31/14 Monday and Lloyd will be here for 1-2 weeks to train her and pass on his duties. Please welcome Wendy on Monday when she arrives.
• COL ROOF & EXTERIOR: Collier is scheduled to have roof and exterior worked on later this 2014, according to CIP. Staff kitchen renovation is scheduled to be completed but no exact date(s) determined for when work will begin.
• CONTRACTOR SIGN-IN: All contractors (Johnson Control, GSD-contractors, Coin Copier Techs, etc.) visiting must sign in before they begin work. There is one copy on a clipboard in the work room. An additional copy was created and is located in the drawer at the CSD for our convenience (thank you, Amethyst!).
• STAFF 15-MIN BREAKS: Ideally, breaks should be taken when off the CSD. If there are 3 staff at the CSD and no long line of customers, you may proceed to take a break. Just remember to communicate this to your fellow team members at the CSD before leaving for a break.
• SHELVES: When scheduled to RM/SH, please remember to straighten shelves and push book ends in. We would not want for our shelves to look messy or possibly injure someone by not tidying up our shelves. Also, there is no assigned areas to shelve. Please take the collection of books from the sorting area at the CSD that is overflowing; Unified Service Delivery!
• TEAM PROJECTS: A spreadsheet detailing our team's various projects and statuses will be available soon on the COL Team Blog.

-MM

Quick Roam Every Hour or Two

Dear Team,

Please remember to take 5 minutes to conduct a quick walk-through of the public floor every hour. Only one person scheduled on the CSD needs to step away to do this--ideally when there are 3 staff scheduled on the CSD. The walk-through includes walking the perimeter of the interior, checking the restrooms (Male staff check men's; Female staff check women's), and a glance at the parking lot from the entrance. This will allow us to report any issues early on, assist customers on the spot, tidy areas, and provide a staff presence in areas not as visible to us from the CSD.

Also, if a customer reports the restroom needs cleaning, please refer the issue to Tracy or Marcos. If the issue is minor or during times when Tracy or Marcos are not available, please make attempts to attend to the issue (ex. throwing away trash on floor, etc.). If the issue is major and Tracy or Marcos are not available, please contact GSD Call Center at 3-8400 and place a temporary Out-of-Order sign.

Thank you,
-Marcos