8/22/13 Manager's Meeting Notes

Announcements:

-Sirsi Training is every Friday if we need to send new hires, or just go to a refresher course.  Someone mentioned that new material is covered each week, so it is worth it to go multiple times.

    -There is a new comment form available.  Staff needs to write something on it before sending it to administration.  For example, “Response needed”; “No response needed”; what staff said to customer, etc.  Staff member who receives the report must initial it.

    - Try to remember the dates that you will be attending the customer service training. It will also be on the daily schedule.

    - Very important – Remind staff that our workday is from 9:15-6:15.  We stop work at 6:15 p.m.  We must stay open until 6:00 PM.  If someone is in line when it’s time to close, we must help them.  If someone’s applying for a library card, and it will be complicated to get them out on time (fines, duplicate account, multiple cards, etc.) we can ask them to come back the next day.  There was discussion among managers about allowing customers to keep laptops until 6:00.  Most felt that since the regular computers shut down at 10 til the closing hour, the laptops should be turned in at that time as well.

     - Affordable Care Act (ACA):  Laurie and Shammi were getting a lot of questions from staff about helping patrons to answer specific questions.  Laurie reminded us that our role is limited, just as it is during tax season:  We are to help customers navigate the website and to get them an email address if they need one.  We are not to input information for them or answer questions such as “Which plan is the best for me?”

     - Read Mary’s latest email about the pop-up library materials.  We are to send in the punch card, and there are instructions for what to do with the materials. (Hi, Team, Once again, it is very important that I receive all punch cards and surveys related to the Pop Up Library program.  Please send all surveys and punch cards to:"

§  Houston Public Library, Central

§  ATTN: Mary Wagoner, Team Leader

§  NL Administration, Suite 629

§  RE: PUL

     - Statistics:   There was a lot of discussion about what to include as part of the stats for “Pulled” and “Processed”.  Starting September 1, everything needs to be classified and counted as follows:

·        Pulled = The entire paging list for that day (even if not all are found) + all items on the “clear holds” list + anything that is checked in and has a transit slip going to another location (including CEN).

·        Processed = Delivery + anything we check in that goes on the hold shelf.  (An email was sent Thursday or Friday about specifics; it might have changed from the meeting.)

- Approving vacations:  Don’t approve 3 or 4 staff at one time.  The manager and assistant manager can’t be on vacation at the same time.  (If one’s on vacation, and the other has a day off, that’s okay.)  

-Subs:  They have a very limited pool of subs (around 7 per Yolanda Anguiano) that will answer their phone and come to work.