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

ESL Classes: Avance and Harris County Dept. of Education

Dear Team,

In response to a suggestion made at the Director’s Chat, posted here https://hplnet.hpl.lib.tx.us/blogs/dir/dir_t1391622730-74.html, I’d like to share with you some information. Unfortunately, the comments feature does not work on the Director’s Chat blog, but here is my response:

“All great suggestions and ideas! I would like to follow up with item #5 regarding ESL classes at Collier Regional or a nearby site. Research was conducted to determine if HPL staff should offer ESL classes at Collier, but a couple of other organizations are already offering this service at sites/facilities within a 3-5 miles radius from Collier Regional. Therefore, we have begun to refer customers inquiring about ESL classes to these organizations--Avance, http://www.avancehouston.org/esl-english-second-language , and Harris County Department of Education, http://www.hcde-texas.org/default.aspx?name=AdultEducation . We'll continue to explore the possibility of partnering with one of these two organizations to offer this service on site. Thank you! -Marcos”

In the meantime, please refer customers to Avance or Harris County Dept. of Education. I’ll also post this on the Collier blog for easy access with link to their sites and phone numbers listed.

 

Avance phone#: (713) 812-0033

Harris County Dept. of Edu. phone#: (713) 692-6216

Thank you,

Marcos Martinez

IRS Tax Instruction Booklets

A copy of the 1040, 1040A and 1040EZ instruction booklets have been pulled aside for reference copies when we eventually run out of booklets. These have been labeled as "Reference Copies. Library Use Only" and can be found on the laptop cart by the CSD.

Thank you,
-M

HPL Staff Goodies

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

Collier Program Registration Binder

Dear Team,

I am very pleased with the number of programs we have lined up for all of our customers. As we continue to promote our opening and the programs offered to our members of the community, we should see an increase in attendees at programs. A few of our programs, such as our upcoming Extreme Couponing Workshop and Spanish Computer Classes, have limited seating. Therefore, a program registration binder has been created and can be found on top of the laptop charging station at the CSD. Please refer to this binder to register interested customers and ensure all information required/requested is entered by STAFF only. We do not want customers writing in their information since other customers' personal info will be listed on the sheets.

Thank you,
-Marcos M.

February Teen Book Display!

Absolutely love this month's display in the teen area! Great work!

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