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Staff meeting 3/25/15

Collier Staff Meeting

Wednesday 3/25/15

Present: Djuina Hammett, Sara Pope, Julia Bradley, Cyrano Machey, Rose Siegal, Teresa Eshelman, James Diederich, Amanda McClendon

Not Present: Amethyst Taylor

1. Welcome Amanda

•  Amanda will be with us the duration of ACR’s closing. ACR is expected to reopen the first week of June, so Amanda should be with us through the end of May.

2. Breaks

• ·         Breaks need to be taken when you ARE NOT assigned to CSD or SC.

• ·         If you are assigned back to back to back desks/self-check and need to take a break, ask someone to cover for you for those 15 minutes.

• ·         If you are assigned back to back to back desks, please let Djuina know, as she can adjust the schedule.

• ·         You get 1 15 minute break for every 4 hours worked. You can’t stack your breaks and take 30  minutes, nor can you use them at the very beginning or end of the work day, or to extend your lunch.

• ·         Breaks are paid time, so if you are taking a break and are asked to help on the floor, you need to do so. It is not acceptable to say “I’m on my break” and not help.

3. Reader Advisory

• ·         What do you enjoy reading? This would be your reader advisory area. We are going to compile a list, so if you get asked to RA a genre you don’t really read, you know who to ask! Email Djuina your reading areas (for example, Djuina and Sara both like to read YA).

• ·         Julia had an idea for writing blurbs for staff recommended books. More coming soon on that!

4. Making Notes on Customer Accounts

• ·         If a customer uses anything other than a TDL or TID for identity verification, make a note of what type of id it is

• ·         If a customer uses something that is not their TDL or TID for address verification, make a note of what they used

• ·         The correct format for notes is: Date, Note, Initials/Location Example: 1/2/15 ADDRESS VERIFIED WITH LEASE AGREEMENT SP/COL

5. Wellness, Open Enrollment and Aflac

• ·         This is the last week to turn in wellness points! There is a list of ways to earn in the break room. If you need to do a coaching call, you can do it on work time (let Djuina know, so she can schedule accordingly)

• ·         Open Enrollment for benefits is through April 15^th. There are sessions throughout the city if you need help. Everyone must reenroll for the plan they want.

• ·         Aflac supplemental insurance must be arranged through an Aflac rep. If you want to talk to the rep, Djuina can have him come for all of us to talk to him, or you can arrange a one on one session. Let Djuina know if you are interested.

6. Saturdays

• ·         If you need to call in on a Saturday, you are responsible for trying to find someone to cover for you. In extreme circumstances, the person in charge may also call to find someone to work for you.

• ·         If you call in sick, you must work the following Saturday.

• ·         At this point, a doctor’s note may be required. In the future, it is likely that a doctor’s note will be mandatory for missed Saturdays.

7. Customer Service

• ·         Smile when greeting customers both on the phone and in person

• ·         Be proactive, ask how you may be of service

• ·         If you don’t know the answer to something, the correct thing to say is “I don’t know, but I can find out for you"
• Smile as you are saying goodbye and encourage the customer to come again
• Keep a neat appearance
• Make sure our building is clean
• Have a team spirit
• Make sure the facility is organized
• Be confident at every point in time
• Know when to ask for help

8. Open Discussion

• ·         Phone number list: Email Djuina your contact info, so we can compile a phone list for staff

• ·         Anti-Clutter: Clean up after yourself, especially in the kitchen

• ·         Summer food is from June 1-August 13. The kitchen absolutely must be clean for the Summer Food Program!

• ·         Service animals: Miniature horses and dogs are the only acceptable service animals. Guidelines are at the desk

• ·         ACR holds-Don’t send them to ACR, since it’s closed! Remember, we are receiving ACR holds, so those items should be coming here. Djuina sent an email to the people that do delivery with instructions on changing the hold location to COL.

• ·         Julia and Cyrano had a question about who can be in the kids and teen areas. For kids, adults with kids can use the computers and the entire kids room. If an adult is unaccompanied by children, he/she may browse the collection, but then needs to leave the kids room when they find their items. For teens, that area is for teens only after 3 pm, on Saturdays, and school breaks, including summer. We are waiting for signage. After we receive signage, we will really be enforcing the no adults in the teen room/kids room. If you need to ask an adult to move from the teen room, first find them a place to sit in the adult area, so they won’t be mad at you when you ask them to move. Most adults seem to be sitting in the teen area due to lack of awareness that it is a teen space.

• ·         Sara needs help with several craft projects including vines for the Wild Rumpus Party and decorating pizza slices for the Children’s Book Celebration! These are very simple (no real artistic ability necessary!) and she would appreciate your help!

3/18/15 Meeting Notes

Collier Staff Meeting

Wednesday 3/18/15

Present: Djuina Hammett, Sara Pope, Julia Bradley, Cyrano Machey, Rose Siegal, Teresa Eshelman, James Diederich

Not Present: Amethyst Taylor

1. Time Off Requests

·         If you would like to take time off in the summer, please ask now

·         Requests are on a first come, first served basis (in Kronos)

·         Give at least one week’s notice for time off requests, if possible

2. Anti-Clutter

·         Anti-Clutter is back on the schedule for Friday mornings

·         When at the desk, to give the area a less cluttered appearance, please store all clipboards not in use in the drawers, with the exception of the small stats clip boards

3. ACR Staffer

·         Our staffer from ACR will be starting on Wednesday. Please make her feel welcome!

4. Giving Library Cards   

·         When giving customers library cards, please remove them from the frame and give the customer the 2 cards without the frame

·         Cyrano will be checking library card applications as part of his HEAR plan

5. Self-Check/Greeter

·         When you’re assigned at self-check, please greet customers as they come in. You may be able to answer their question right off the bat or take the items they’d like to check in.

·         The person at Self-Check needs to be handing out the bags with a bookmark inside. Encourage customers to submit their library stories (info is on the bookmark)

6. Customer Service

·         Cyrano received a compliment from a customer for being helpful, but really he was just doing what is expected of all of us. It is unfortunate that she felt like she needed to compliment that, meaning that she might have experienced less than great service at another library. Keep up the good work!

7. Open Discussion

·         Open enrollment has started. Everyone must do it even if everything is staying the same. Deadline is April 15^th. Done through Employee Self Service portal at portal.houstontx.gov

·         Enter your wellness points for this year-deadline is March 31^st

·         Graphic Novels-Sara has found several adult graphic novels shelved in the teen graphic novels. Remember, adult graphic novels will have a Dewey number, but no YA or + preceding it. Adult graphic novels must be shelved in the adult section. Teen graphic novels will have either a YA label or TEEN label (newer items), and the Dewey number will have YA before the call number on the label. Julia mentioned that volunteers are not shelving non-fiction, so staff needs to make sure you’re shelving the graphic novels properly.

·         If you want to take summer food training, submit your chosen date to Djuina ASAP.

·         Make sure you’re putting Central items in the bins, and not on the shelf! You can look at the label on the back of an item. If an older label starts with I, it goes to central. If it starts with H, it is a floating item. If you are unsure, you can scan the item in Sirsi.

·         Teresa said if you receive or find a water damaged book, you need to give it to her (don’t put it in the discard bin) so she can get rid of it. Mold can spread!

Meeting Notes: March 11, 2015

Collier Staff Meeting

Wednesday 3/11/15

Present: Djuina Hammett, Sara Pope, Julia Bradley, Cyrano Machey, Rose Siegal, Lolita Butler, Teresa Eshelman, James Diederich, Amethyst Taylor

1.  Trash vs. Garbage

·         Trash cans are for trash (not food wrappers). Trash cans can be found all over the library and in the work room.

·         There is 1 garbage can. It is located next to the kitchen. Any food wrappers need to go in the garbage can, not trash cans.

·         Also, (mentioned by Juila after the staff meeting) remember you can recycle paper, cans, etc in the recycle bins! Paper can go in the small green bins or tall green bins. If you are recycling something that had food/drink in it, please rinse it out, and put it in one of the large recycling bins next to the staff entrance.

2. Statistics:

·         Please be diligent about recording statistics!

o   We are good at recording questions at the desk, but sometimes the Pulled and Processed holds, P# for the door and program statistics aren’t being recorded

o   Reminder: “Pulled” is the total number of items on the paging list, found or not. There should only be 1 number written in the “Pulled” box of the statistics sheet. If you are assigned paging in the morning, as soon as you print out the paging list, please write the number of items on your list on the statistics sheet immediately, before even going to look for them. This makes it less likely that you’ll forget to do it when you finish.

o   If you don’t find items, please mark them missing immediately. This will move the hold along to another location, and the item will show up on the missing items list to be looked for at a later date.

o   Reminder: “Processed” includes 3 numbers: Delivery+Clear hold shelf+# of items in the bins going out to fill holds.

o   If you are assigned Clear Hold Shelf, you are responsible for writing the number of items from the list on the stats sheet.

o    If you are assigned delivery, you are responsible for writing that number on the stats sheet (for the previous day)

o    If you are assigned Opening Procedures, you are responsible for counting the number of outgoing holds in the gray bins (do not include those items just going back to Central).

·         To avoid confusion for what is a Central hold and what belongs to Central, we have decided to only wrap with a receipt CENTRAL HOLDS. If an item belongs to Central, there is no need to wrap it with a receipt, just put it in the bin for items to Central, along with the holds going to Central.

o   If you are assigned Self Check the last hour of the day, you are responsible for recording the P# on the statistics sheet

o   If you do a program (including ASZ) and nobody shows up, you should still record it on the spreadsheet that is linked on the blog with attendance 0.

3. ACR

·         Acres Homes Library is closing for roof repairs March 22^nd, and is slated to reopen June 1^st

·         We will be getting a staff person from ACR

·         We will be getting their holds

4. Monthly Reports

·         Each staff member should write a monthly report.

o   This report should include programs you’ve done, accomplishments, building issues you may have noticed, customer compliments and complaints.

o   Monthly reports are due to Djuina by the 5^th of the next month

o   These will be used to help with your HEAR evaluations

5. Face Out Books

·         There should only be 1 book faced out on the end per row

·         If a shelf is crowded, there shouldn’t be a book at the end

·         The book chosen to be face out should come from the same shelf to make it easier for customers and staff to find. If you have a James Patterson book on a shelf that has authors whose last names begin with A, that book is going to be less likely to be found.

6. Schedule Adherence

·         The schedule is not a suggestion, you need to do what it says

o   If you are scheduled to straighten an area in the morning, you need to do that. It makes our library look nice, and shows our customers that we care about how our library looks. This helps provide better customer service, as nobody likes to shop in dirty disorganized stores!

o   If you need time to work on something, please let Djuina know, and she can adjust the schedule.

7. Open Discussion         

·         Incident Reports: When you first say I, put your name and position. Don’t use abbreviations (example, PT CSC should be written out: Part Time Customer Service Clerk).

o   The naming convention is: Date_Location_Initials_type of problem and subject involved (if known): Example: 073009_COL_JD_Theft Smith.doc

·         Additional Staff-We will not be getting someone from LMS

·         Service Dogs: PTSD service dogs are ok to be in the building. Service animals must be dogs. Guidelines are at the desk

·         Rules and policy changes: See email from Roosevelt Weeks. Changes include backpacks and bags may now be 3 feet tall, there is a ban on smoking on all library property, clothing must not expose underwear or private body parts

·         Wild Rumpus Day is going to be April 10^th to celebrate the Maurice Sendak (author of Where the Wild Things Are) exhibit that will be on display at the Julia Ideson building starting March 20^th. We need help with decorations-if you’d like to help make jungle vines, it is very easy, and we’d appreciate the help! Just ask Sara or Amethyst for directions.

·         Julia has a Catalog Basics class on Wednesday, March 18^th. There will be prizes, so please let customers know about it!

·         Closing announcement standardization-we will work on a script for the closing announcements, following what they say at Central.

Mario

Here's post-it Mario, hanging out in our teen section and encouraging kids to check out our DSis!

Staff meeting notes from Wednesday, February 25

Collier Staff Meeting

Wednesday 2/25/2015

Present: Djuina Hammett, Julia Bradley, Cyrano Machey, Rose Siegal, Lolita Butler, Teresa Eshelman, James Diederich

1. Displaying Books

a. The New Books display should only include books from the current month plus from the previous month. Books from two months back may be displayed only if we are extremely low on new books.

b. An ongoing project, which will be assigned to our volunteers, will be to remove the new book/date stickers from all books that are over three months old.

c. We will no longer use easels to display items on the shelves, since it can look a bit messy. If a book on display does not stand on its own without an easel, select a different book to display. This also applies to CDs and DVDs, which we can crack open in order to make them stand up.

2. Chairs at the Desk

An additional chair has returned to the workstation closest to the Self-Check machines to prevent hunching over the computer while we assist patrons. Bear in mind that we still won't "park" there once we've finished using that workstation.

3. Temporary Holds

a. We will hold items temporarily for up to two full business days. If you are temporarily holding an item for someone, please put a note on it that includes the patron's name and the date until which it's being held.

·         We are now holding these items on the shelf just below the workstation closest to the Self-Check machines, in an effort to keep the CSD laptop cart uncluttered.

b. While you're Roaming, Opening, or Closing, take a look around and give things a fresh eye, as if it were your first time visiting the library. See if there are any micro-adjustments you can make.

4. Wellness Points

Please don't forget to log Wellness Points. Employees need to accrue at least 500 points or they'll be penalized $25 per paycheck, which comes out to $600 per year. You can log on to houstonwellnessconnection.org to get more information.

·         [After-the-fact note from Julia: Gwen Walter at Organizational Development-Safety & Wellness has previously been helpful in answering my own questions about this.]

5. Photography in the Library

a. The only entity that is allowed to take photographs in the library unannounced is the Communications Department. If Communications has granted anyone permission to take photographs of/in the library, we would know about it. If you see a patron taking photographs or video, please approach them. We need to respect (and are liable for) the privacy of other patrons in the library who might be intentionally or unintentionally photographed.

·         If you have any questions about the legitimacy of someone taking pictures in the library, you can contact Blanca Quezada in the Communications Department. Her extension is 31382.

·         Reminder: we never give any statements to the media. Communications handles all PR for HPL.

6. Open Discussion

a. Teresa: When clearing holds, remember to check the ILL shelf for expired ILL items that need to go back to Central.

b. Djuina: The new shelf-reading schedule will be on the COL blog. It will rotate monthly. 30 minutes to an hour per week should suffice for reading your section, but you can also use Planning time to do so.

c. Djuina: OPENING PROCEDURES, in addition to counting processed items in the bins and noting them on the previous day’s stats sheet, now include:

·         -Newspapers

·         -Counting the money in the cash drawer: this will no longer be a separate item on the schedule

o   Keep pennies to a bare minimum

d. Cyrano: DVDs and CDs are now in alphabetical order again.

·         The foreign language DVDs are now grouped together, alphabetically first by language and then by title.

e. Future projects:

·         -Merging Mystery and Sci-Fi sections with regular fiction

·         -Shifting Fiction items to make better use of extra space in the Non-Fiction section.

f. Financial Services will be leading a mandatory training session for all employees.

February meeting notes

Collier Staff Meeting

Wednesday 2/18/15

Present: Djuina Hammett, Sara Pope, Julia Bradley, Cyrano Machey, Rose Siegal, Lolita Butler, Teresa Eshelman, James Diederich

Not Present: Amethyst Taylor

1. Library Cards Training-Cyrano

·         Please consult Cyrano’s handouts for details

·         For computer cards: First check to see if a customer is in the system already.     

o   If yes, you can either give a customer their card number

o   Or, they can pay $1 for a new card if the card is unexpired

o   Make sure to choose either AdultComp or YouthComp so it has the correct permissions and expiration date

o   Name and birthdate are necessary for everyone

§  For a child, put the school name in the notes field

§  For adults, an alt ID is required, but DO NOT put it in the Alt ID field, as this will create an issue later if they try to get a library card. Put the ID number in the notes field following the T, I or X format

·         For Library Cards: First check to see if a customer is in the system already

o   When renewing a card, make sure to extend the expiration date on the card

o   For pin numbers, don’t initially offer to change the pin number. The procedure is to write down the Sirsi generated pin number on the yellow About Your Library Card sheet. Tell the customer they can change the pin number online, and if they wish, you can walk them to the catalog computer to change it. If the customer asks you, then you can change it.

o   Make sure the form is filled out completely in BLUE or BLACK ink. No colored ink, no pencil.

o   For youth library cards, make sure the gray box is filled out completely, including the laptop permission box and the child verification box. If both parents want to be able to know what a child has checked out on a card, or want to be able to bring the child in and check out without a library card, they both need to be on the form.

o   Make sure Collier is the home library!

o   There are only 3 types we use: Resident, NR Waiver or Non-Resident

o   User Cat2 is only for youth cards (adults don’t need laptop permission)

o   The format for city and state is the city, a space, and then the state abbreviation (no commas!):

Houston TX = correct

Houston, TX = incorrect

o   The parent’s date of birth goes in the notes field, not on the same line as the name

·         On applications, make sure you put your initials (legibly!) and date

·         Make sure to ask the customer if he/she would like a voter’s registration card, and check the appropriate box

·         Don’t forget to put the sticky bar code on the application

·         Mark the correct box for how identity/address was verified, and write down the ID number and type on the appropriate line

·         If a customer does not know his/her PIN number, you must ask for ID to change the PIN number

·         If a customer is picking up holds for a card holder (example, husband picking up holds for his wife) and he doesn’t know the PIN, you may check him out at the desk. You should still ask for ID and verify that the addresses match. This is the ONLY TIME you may check out a customer at the desk.

2. Telephone Etiquette:

·         Make sure to answer the phone properly every time whether internal or external. This is the greeting:

o   “Thank you for calling the Houston Public Library system. This is the Collier Regional Library. How may I help you?”

·         Smile

·         Speak clearly and at an appropriate speed

·         Be aware of your tone and inflection

·         Give the customer on the phone your undivided attention

·         If you must place a customer on hold (either an internal or external customer) you must ask their permission to place them on hold, receive permission from the customer, and then you may place them on hold.

3. Phones on the floor & Browsing at the desk

·         Cell phones are only permissible on the floor during closed hours

·         You should NEVER have your phone out at the desk, either talking on it, texting, browsing the internet, looking at pictures, etc.

·         Your cell phone should not even be with you at the desk. Leave it in the workroom.

·         If you have a family emergency, you should give them the private line number: 832-393-1752. You should also let people know if something is going on so that we can find you if you get a call

·         Browsing the internet at the desk is prohibited

o   Exceptions are if you are doing something work related

·         Work related things include familiarizing yourself with HPL’s web page and Intranet, reading HPL blogs (there is lots of useful information on other locations’ blogs in addition to our own!), or preparing for a program (should only be done if you have no other time off the desk to do so)

·         If a customer asks you to look up something on a website, that is fine as well, because it is work related

·         Having a cell phone out at the desk, or browsing the internet at the desk (except for work related things) will be subject to disciplinary action

4. New Book Check-In

·         When checking in new books, be on the lookout for a sheet of labels that has a couple of labels missing in each book that you check in. A quick flip through the pages should reveal if there is a sheet in there.

o   These sheets seem to be often found in board books and “flimsies” (the 8x8” books, most often about things like movies, tv shows or Barbie)

·         If you find one of these label sheets, please throw it away

·         Also, after the meeting, Teresa reminded me about flimsies with stickers in them:

o   If you are checking in new books, and you come across a book that has stickers in it, please don’t check it in, and give it to Sara

5. CEN items on the shelf

·         When checking in items, make sure you are putting Central’s items in the correct bin

·         If you are shelving, be aware of the items you are shelving. If there is an I on the sticker on the top left back corner of the book, it is most likely a Central item

·         If it says CEN on the label, that would also be a Central item

·         If you are shelf reading, and you notice a book that looks strange, check to see if it is Central’s by scanning it

·         If you see a small dot on the label, it is most likely Central’s item (although not always, as some used to belong to Central, but have since been floated to NLs)

6. DIY DVD covers

·         We are working to see if there is a professional looking template that can be printed in color and look nice

·         In the meantime, if you come across a DVD that has a Do-It-Yourself cover, please set it aside

7. Giving Change             

·         We only open the register to give change when there is a transaction

·         If a customer has a $5 and wants to buy a print card, if they want to buy a magazine, they can get change back

·         If a customer has change and wants a solid dollar, if you have one, you can trade them, or you can check with other staff

o   We cannot open the register to give them a dollar

o   DO NOT tell a customer to ask other customers to trade them a dollar for coins

o   If a customer has 5 quarters and wants to buy a magazine, they cannot get a paper dollar back. That is not change.

8. Open Discussion         

o   Adults in the teen room after 3 pm on weekdays, all day Saturdays, in the summer and school vacation days, on the computers are not allowed

§  The teen room is for teens. We are working on getting a sign made explaining this to our customers

§  The teen computers have been removed from the queue that the customers can see. To use a teen computer, a customer must go to the selected computer and put in the user id and password there (same as kids computers)

o   By the same token, adults with children can use the kids computers, but there should not be adults without children in the kids room

o   Self-check now has a renew feature, which we aren’t really advertising, as it currently allows items on hold for other customers to be renewed. The option is there, and if a customer chooses to use it, so be it. It doesn’t work for DVDs, since they are not renewable.

o   Tagging: Tags should be placed behind the barcode in the back cover of the book, since many  customers seem like they’re trying to scan barcodes on books

o   Barcode Generator: Make sure you’re using the barcode generator if a customer forgets their library card. This is going to help our self-check statistics!

o   Roaming means you should be out on the library floor-it is not acceptable to go sit in the workroom during your roaming hour if it seems like no one needs help. If no one needs help, you can work on shifting/shelf reading, shelve a few things, merchandise our collection by making sure there are items face out on each shelf etc. If you need a suggestion on a task to do while roaming, ask Djuina or Sara

o   ILLs-when you are doing the Clear Hold Shelf, make sure you are checking to see if there are any ILLs that need to be sent back! If you print the Clear Hold Shelf list from the intranet, this makes it easier

o   Statistics:

§   Pulled items is the total number of items on the paging list, whether found or not. If you are assigned paging in the morning, before you start looking for your items, go ahead and count the number of items on your list, and write it down on the stats sheet. This will make it less likely that you will forget.

§  Processed items is the total number of items from delivery, plus the total number of items from the clear hold shelf report, plus items in the bins

·         If you are assigned Opening Procedures in the morning, you are responsible for counting the number of items in the gray bins and recording that number on the previous day’s stats sheet

Please note you are responsible for the information that we went over at the meeting, whether you were there or not. If you have any questions about anything, please feel free to contact either Sara or Djuina.