Holidays

Hello everyone,

This is the last day that I will be here until after the new year.

I wanted to take a moment and thank everyone for all that they've done in the last year.

I know that my arrival and all the subsequent changes have made everything very chaotic, but I think all of you have risen the the challenge.  Rather than resent the intrusion, all of you have made me feel welcome and excited to be in our grouping.

If you have any problems when I'm gone, please talk to Tula.  If there are any time card issues, please contact Richard Hurst.  Finally, if there are any other issues outside what they can assist with, please call Pedro or the Customer Experience team (formerly NL Administration) at 3-2707.

Thanks, and have a wonderful holiday,
Brandon

Notes from the staff meeting

Staff Meeting

December 19, 2014

Place: Tuttle

Attendance: Brandon, Tula, Jeremy, Rosa, Sharita, Nadine, Wendy, Courtnie, Pedro

Absent: Lori Reza, Brittany Moore

Notes:

• Brandon will try to hold meetings the Friday after each Manager’s meetings, that way he can pass along any information quickly.
• Training
• Staff Borrower Cards- read over the policy and explained in detail about the procedures. Staff card need to be set up by either the manager or assistant manager. All employees are asked to read and sign the policy, saying they have read and understood the regulations.
• The “super” password is going to be phased out soon in workflows, so start trying to use your own personal workflows password to override any necessary things. If you have trouble with overriding with your password, ask Brandon or Tula for assistance.  Also, start closing out workflows when you leave the desk.
• Customer Service Minute – let Brandon or Tula know if anything happens. We can’t fix problems we don’t know about. If someone makes a comment either good or bad, let us know.
• Phrases to stop using- “We are not a daycare”. This isn’t polite customer service and it can only make matters worse. “No”. Give them alternatives to try instead of just telling them that we don’t offer a service. Tell them what we do offer or what we can do to help them.
• Another tip to remember is that when a patron is angry, don’t feel like you have to apologize for your actions, if the actions were within guidelines, but do apologize for the reaction to your actions. For example “I’m sorry that your upset about the suspension against your child …”
• Question from Sharita and Wendy about difficult patrons needing “extra” computer help and the kids over at PLE.
• Response: Something to be aware is that Tuttle will start offering an Open Job Lab at least once a month, where patrons who specifically need help with job applications. Also, if it is slow at the desk, you might be able to help the patron but let them know that it was lucky that they came in at a slow time, that this sort of help may not always be possible.
• Response: With the PLE kids, just treat them like you would want to be treated. Don’t yell at them from across the room. Don’t watch over them like a hawk, that makes them want to cause trouble. If they act up, give them warnings, but if they choose not to listen, then follow the incident and suspension guidelines. Give them the same warnings and courtesy’s that you would to an adult.

• Nuts and Bolts
• Hiring went well. 66 people were hired and 77% of that was internal promotions. Brandon has all the statistical factsheets, if anyone is interested. As of right now, they are not having a hiring freeze, just a hiring frost. Meaning things are going to be a bit slower than usual.
• Michelle Gorman is starting up a new “chat” sessions throughout the year. PLE/TUT is placed into a group with LAK/KAS, MOO/DIX and few other locations from this side of town. At least twice this year, Michelle will host a meeting with “our” assigned group and from all the staff members at those locations, roughly 15 people will be selected to go eat pizza with Michelle and have a chat with her and the other staff members, to see how things are going at the branch locations for our area.
• With the new changes to NL Admin/team leaders which is now called Customer Experience (CE); part of Pedro’s role is to come out to the branches each week and work with the staff. Do not be alarmed if you see him at either PLE or TUT once a week or every two weeks.
• On January 12, 14, 16, both managers and assistant managers must attend an ALL Day Boot Camp training. Brandon and Tula will be looking at the schedule to see how that will work out for the week.
• Robberies @ HPL – Please keep the lights on until further notice. Report anything weird or unusual.
• Budget Cuts- Please stop gossiping about things, especially behind the desk. It starts rumors and can spread quickly, which end up with mixed up messages. Please do not gossip with each other or patrons, things you say may end up being taken as “this is HPL’s standpoint”.
• Councilmembers  – Anytime you interact with any city councilmen or their staff members, please let Brandon know, so it can be documented. Again, this goes back to you talking about an opinion, but someone else taking it as the libraries opinion, in general.
• Stop using nicknames- please stop referring to patrons as “bag lady” or “weird sisters” etc. They are becoming too commonplace among the staff and the nickname can be slipped out in front of the intended patron by accident. This can lead to bad customer service.
• Facilities is now called SPACES.
• PLE will be getting a new roof sometime in the next year or two. TUT will be getting new furniture.
• Security issues – needs to be documented.
• HPLQ- Houston Public Library Quarterly, sort of like Books on the Bayou, but these books will come out quarterly.  Books Alive is coming up this Spring and the theme is “The Good, The Bad, and The Nerdy”. SRP- planning and organizing is starting up soon as well. There is NO dedicated children’s programming person. A position has been posted and it does not require a degree. If interested or know anyone, let Brandon know.
• Taxes- a lady from VITA is coming to TUT to help prepare the taxes for free, but no word on when that will start.
• Civic Engagement- is going to be Jan 26^th, a video will be shown throughout each library location for the interested members. Please let Brandon or Tula know if anyone asks about this program.
• Defensive Driving- if you haven’t taken DD in 3 years, then talk with Brandon, so he can get you signed up. You MUST have it on record with HPL and it is good for 3 years.
• Family Deaths- Talk with Brandon if this occurs. There are policies and guidelines that must be followed. Only FT workers get this benefit, which is 3 paid days off. You would need proof (obituary) to verify the death.
• Sick Time- each FT employee can have up to so many days sick, without dr.’s note. After that, documentation needs to be given to Brandon for records.
• DIY- if you enjoy Do-It-Yourself projects, and coming up with ideas, let Brandon know. HPL is looking for someone to help with flyers.
• Central/JIB- Both locations will be closed from Dec. 26^th-28^th. Staff will be rerouted and helpdesk, phone ref, etc. will be at other locations, do not be alarmed.
• Graduations!! – If you graduated or will be graduating, let Brandon know. Michelle has asked for a list of all those that have graduated.
• Christmas Party – we will have it on Jan. 8^th as a belated holiday staff party and also as a Farewell party for Sharita.
• New Safe- TUT has a new safe, but do not use it until it gets bolted down; continue to use the old one.

• Shelf Reading Assignments
• For now, keep the current assignments, until they can see how the staff changes will look in February.
• Extras
• Pedro’s work cell: 281-901-4439. NL admin is 32707. Keep both those numbers handy, especially the NL #.
• Do not clock out till 15 minutes after the hour. 

Welcome to the new PLE/TUT Blog!

Hello everyone!

By the time this goes live, I should have met all of you, but on the off chance I haven't let me introduce myself.

My name is Brandon Pope and I am the new manager of the PLE/TUT grouping.

This month, things are going to be weird.  As all of you know, Jon and Ashley were transferred out much quicker than they were expecting.  Additionally, by the Tuesday after they left, I came in as well as two other staff members.

If you haven't met them yet, we now have a new Sr. CSC and a new p/t CSC in our grouping.

Jeremy George comes to us from Central.  He has a lot of experience in HPL, but this is the first time he has worked in the branches.

Lori Reza is a new hire to the city.  She is just starting working at the library, so don't be surprised if she has a lot of questions.

This blog will be one of the ways that I get information to you.  I will try and back that up with in person conversations and email, but please make a point to check this each day.

Additionally, I am including all sorts of useful links in a column on the right.

Thank you all!  I know things have been unsettled the past few weeks, but I think that we are in very good shape to do some amazing things at both of our branches!

Brandon