Best of 2014: Collier Regional Library

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.

National Night Out @ Yes Prep!

Community Engagement and Collier Regional Library partner to represent HPL at this annual event in the Collier service area. Pictured below are Jayla Parks, youth librarian and assistant manager at COL; Marcos Martinez, manager at COL; and Clementina Nunez, Community Engagement.

Incentive from NL Admin for Staff's Hard Work

NL Administration's Team Leaders gave out HPL tote bags and USB flash drives to each NL team member as a way of saying thank you for all the hard work.

 

 

Pictured Above: Ms. Lourdes Bradford, Sr. LA at COL. She is shown here happily receiving her new HPL tote bag / backpack and HPL USB flash drive.

#MYLinkCard

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

 

HPL Commercial Shoot

Lights, cameras, action!! COL manager, Marcos, and fellow staff shooting for commercial package for the HPL My Link Card Campaign (HEB crew on set!). #MYLinkCard

Chinese Community Center - Library Assistants

Our wonderful Library Assistants from the Chinese Community Center (CCC), Thanh Nguyen (right) and Dong Le (left), are pictured below. The COL Team appreciates the work they do and the assistance they provide with maintaining collections, greeting customers, and helping customers on the floor and in programs.

Thank you for all that you do!

-M

Sept. Adult Book Display

Staff Picks brought to you by COL Team and coordinated by Trish Bratton and Judith (volunteer).

Thank You & Congratulations, Rose & Lourdes, for Your Service!

Both Ms. Rose Siegel and Ms. Lourdes Bradford received recognition for reaching a monumental milestone with the City of Houston--15 years of service with the City! Thank you both for all that you have done for the City and for serving the community to improve their quality of life.

-Marcos, Manager of Collier Regional Library.

 

 

Certificate commemorating their years of service and the awarding of the 15-year COH pin. Pictured here left to right: Laurie Covington, Team Leader; Lourdes Bradford, Senior Library Assistant; Rose Siegel, Library Assistant; and Marcos Martinez, Collier Regional Manager.

Pictured here left to right from front row: Marcos Martinez, Rose Siegel, Lourdes Bradford; back row: Wendy Garza, Teresa Eshelman, Laura Troy, Trish Bratton, Amethyst Taylor, Lolita Butler, ShaRhonda Clark.

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

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

HPL Staff Goodies

Some of the Collier Team showing off their HPL goodies recently received. All smiles! :)