CE Managers
Meeting
05-27-16
Compiled by
Yolanda Anguiano
CE Update: (Elizabeth Sargent)
Even though
Michele is now gone, we will continue with the forward momentum of Customer
Experience.
·
CE
Managers and Assistant managers will continue to meet together every month
·
Youth
Services meetings will continue
·
Improved
communication will continue
·
The
lunch and conversation chats will now be with Customer Experience
Administration with Liz, Laurie and Mary attending.
·
Staff
members are still being asked to limit the time spent working at those
locations that are closed to the public on Mondays. It is a priority of
the Mayor’s to ensure that we have city services available and if customers see
cars and staff inside the location on the day they’re closed, they begin to
question why they need to be closed in the first place.
HPL is
becoming a partner in education. The first step is the Learning Link
initiative and it is close to being launched. Preparations are ninety to
ninety-five percent complete. The final steps of data transfer are being
worked out. The proposed launch will be in August. All HISD
students will have a Learning Link library card. Their student ID will be
their card number. They will be able to borrow up to 10 books and will
have no overdue fines. Students will be responsible for lost or damaged
items. A virtual Learning Link card will be issued to HISD staff.
It will provide them with access to our electronic resources. The staff’s
employee ID number will be their Learning Link card number.
Youth
Services meetings will continue during the summer with various training
components. Training on Camp Wonderopolis will occur in June and how to deal
with gangs from an HPD expert will occur in July. Every location or
grouping needs to ensure they have at least one person who can attend these
meetings. The August 12th meeting will be mandatory due to the
Learning Link training. All locations are to send their youth services
staff to this meeting. Similar training will take place at the CE
Managers meeting that month.
Mayor
Turner’s first City budget has passed unanimously and the library was one of
only three departments that did not see budget cuts. Mayor Turner’s message to
city employees was:
“It’s working.
I am proud to report that our city government is functioning in ways we have
not seen in modern memory. Today, our city council passed a budget unanimously,
one month ahead of schedule. Republicans and Democrats came together to send a
clear message to the credit agencies that Houston has its fiscal house in
order. We closed a $160 million budget deficit that averted massive layoffs,
preserved city services and saw the independent Tax Increment Reinvestment
Zones agree to contribute revenue back to the city – a major first. And that’s
just weeks after seeing our city departments come together in an unprecedented
way to address the number-one complaint when I took office: the condition of
our streets. Since the inception of our new program, we’ve filled 23,213
potholes – and 95% of citizen-reported potholes were filled by the next
business day. Our critics – the ones who complain that city government never
works – said it couldn’t be done. They were wrong. They should never
underestimate the power of Houstonians. I believe in our city employees and
elected leaders and in the Houstonians they serve. I am proud and grateful to
lead this great city. Together, we can make great things happen. Thank you.” -
Mayor Sylvester Turner
Managers
still need to complete their four hours of required outcome based
training. You should already have two hours credit due to training during
the CE Managers meeting a few months ago. You will receive information
about the other two hours via email next week. You will need to watch the
webinar and make a substantive comment to receive credit.
Leadership
Institute Program has concluded. Patrick Atkins, Melissa Ryans, Kallie Benes,
and Edgar Fuentes were among the graduates.
The Jungman
Renovation project is closer to completion. Books are on the
shelves. Liz thanked all those who helped getting to that point.
Updates:
·
Park
Place Manager Dena Melvin had her baby girl, Parker;
·
Robinson
Manager Chris Arrowood graduated with his MLS;
·
Melcher
Manager Shirley Singletary got married.
·
Former
Kendall Assistant Manager Lauren Wilcox has transferred to Virtual
Services.
·
Pleasantville/Tuttle
Manager Brandon Pope will be resigning at the end of next week, and former
Southwest/Walter manager Janna Hoglund has resigned and moved on to the Harris
County Public Library system.
·
Clayton’s
Sue Kaufman and Melissa Hayes have worked to get Ancestry.com help videos on
the training portal. Sue has been cleared to offer 2 hours of staff
training on basic family history.
·
Gregory
School staffs have been working on doing outreaches to area schools and using
UH Downtown and Texas Southern University students for help with archival
projects.
·
HMRC
was mentioned in Sunday’s Houston Chronicle about the Kaye Marvins
Photography studio collection they are receiving.
·
Central
is focusing on bringing community organizations to the library as part of their
outreach efforts.
·
Robinson
is offering programs for children for those families who are visiting to get
their passports. While the parents are getting their passports, the
children will be engaged in other activities.
·
Vinson
is doing an outreach to a senior center on Mondays. Seniors are reading a
Harlequin Romance chapter a week.
·
Alief
has set up a program in which they will visit every Alief ISD Elementary School
throughout the school year and perform outreach.
·
Carnegie
and Moody have contributed to a Head Start kinder boot camp program. They
are working with Coop and Sherman Elementary kids.
·
There
is a task force being created to reimagine the space at Dixon. Councilman
Davis is looking to give money for improvements.
·
Pleasantville/Tuttle
has revamped After School Zone and we have seen a significant reduction in
incidents.
·
Stanaker
is working with Digital Inclusion and Community Engagement to provide computer
and workforce training to the Open Door Mission.
·
Park
Place and Smith have been piloting after-school food programs.
CE
Announcements:
(Laurie Covington and Fred Schumacher)
Laurie
Covington - Summer Food Program: The program begins on Tuesday, May 31st.
Managers who are hosting the program need to pick up a thermometer from
Celeste. Gloves can be requested from the Supply Room. Laurie has
sent participating locations an email with the information from Parks about
ordering the food. If anything else is needed, address it with
Laurie. We are providing a great service to the community by feeding
hungry children. Laurie asked for stories and photos about customers
using the service to serve as outcomes.
Mary Wagoner
sent out congratulations to Tech Specialists for the increase in Open Job
Labs. Since the training in January, numbers have increased compared to
last year.
Fixed asset
inventories were due yesterday. If you haven’t completed them, please
send them to Yolanda by 3PM today.
When you have
an overage/shortage with money in the deposit, please make a note on the
deposit paperwork. Financial Services needs to know that you noticed the
shortage or overage and have tried to investigate. It can be that you
don’t know why there is a discrepancy, but you need to put a note.
Laurie
reminded managers that you can only report temperature issues when the
temperature is outside of the acceptable range of 74, plus or minus 2
degrees. Don’t report that it’s too hot if it’s 75 degrees or too cold if
it’s 73. Please share the information with staff.
A new service
begins in July at 13 locations: notary service. More information about
training will be forthcoming. Passports at Collier will begin in July as
well.
HPL Training
is looking for the next class for Leadership Academy. People can
self-nominate. If you have suggestions, send them to Liz.
CSC
interviews will be scheduled in early June. There are many internal candidates.
Part-time CSC interviews will happen after the full-time ones are done.
We will be posting Sr. LSS, LA, LII and LIII soon for open positions.
The summer
interns from SER begin on June 13th. Celeste needs their
immediate supervisor’s t-shirt size.
The three
presenters for next month’s “Commitments to Solutions” segment are Jenny
Phengdara, Sylvia Espinosa, and Jose Santoyo.
Fred
Schumacher: There is a new way of returning Flip Kits. Refurbish
accounts have been set up for each location. Please discharge the
returned Flip Kits to the refurbish account. This is being done for
better tracking. Fred will send a power point on directions next week.
Digital
Strategies: (Rick
Peralez, Robin Cabrera & Maurice Williams) Digital Strategies is rolling
out a new service and support feature where you can get tech support directly
from your desktop. Robin and Maurice did a demonstration. The new
app will launch soon. You will need to enter your name, e number, phone
extension, and g-tag number to access the support. This will be a quicker
way of accessing tech help and will only be placed on staff computers, not
public ones. There will be a short survey at the end of the help
session. This app will be available the same hours the helpdesk is
open. Plans for extending the time may be forthcoming. This app
will be pushed out remotely. An announcement about this new service will
be sent via email soon.
Our current
public Wi-Fi service is wide open. No authentication is required, which
creates issues with security. Digital Strategies wants to create the same
customer experience as other library systems and will update the service.
It will require a 2-factor identification. When customers try to login to
the public Wi-Fi, they will be asked for their library card number and
pin. Usage options for library out-of-town visitors are being
considered. Policy changes will be needed to accommodate this new
security requirement. When customers use their personal devices to access
the Wi-Fi they will only need to authenticate once. Rick would like to
launch this when Jungman re-opens.
Digital
Strategies is still working on the reservation system and is considering
several vendors for the pay for printing services.
TECHLink (Rick Peralez & John
Middleton): In an effort to further bridge the digital divide, HPL will
be launching a new free service called TECHLink which will be collaborative spaces
that offer cutting edge technology for literacy, learning and community
gathering places. John presented examples of what other library systems
have done to bring their services to the 21st century. These
new spaces will offer music and video production, digital animation, graphic
design, photo editing, multi-media presentation, coding and game
development. Customers will be able to access instruction using
professional-grade tools and equipment. The learning environment will
focus on creativity, self-expression and collaboration. The spaces will
be available for staff and public. Efforts to make those locations
certification centers will be pursued. We want to bring emerging
technology to our customers, so this space will be evolving as technology
changes.
The locations
are not finalized, but the initial proposed TECHLink locations in the system
include: Scenic Woods, Dixon, Southwest Express, Pleasantville, Hillendahl,
Vinson, Central, Shepard-Acres Homes, Smith, and Johnson. Scenic Woods
will be the first site to have a TECHLink space. Some locations will be a
full TECHLink with multiple parts and others will have a lab and only a few
modules. They are also looking at a way for the TECHLink staff to take
the equipment to locations that are not TECHLink sites.
Policy will
have to change to accommodate this new service. The roll out will be
under Digital Strategies and Rick is already preparing the job descriptions for
the needed staff. An advisory team is being put together of 5 to 6 staff
to talk about what this means in terms of operations and policy. Contact
Liz if you are interested. Rick hopes to launch this within a year, but
the timeline depends on finding money, perhaps with the next bond in the fall.
Dr. Lawson will be sending out an email on this new service soon.
Youth
Services: (Kallie
Benes) The Children’s Book Celebration-Books Alive event was a huge
success. Author Dan Santat was blown
away. Kallie is going on maternity leave after close of business next
Friday. Please direct your questions or issues to the CE Admin main line
(x32707). We will know who to reach for the appropriate answer. Kallie
is expected back on September 1st.
SRP (Sara Pope): All front-line staff need to
know how to handle SRP related tasks, like working with Summer Reader and
awarding prizes. If additional training is needed, managers can contact
Collier. All locations should have received the books for registration
prizes. If locations need more, contact Sara. Other prizes haven’t
been received yet. The YS team will receive them shortly and will divide
them up and place them in an envelope. Sara reminded everyone not to
exceed their room capacity for any of their SRP events. The stickers,
logs and calendars for SRP will be coming to locations no later than May 31st.
If you need more print material, contact the Print Shop. If you need more
prizes, contact Sara. Be aware that some of the SRP events require
registration. Sara leaves the proper method to handle registration up to
the location--on paper, Google form, etc.
Adult SRP (Carmen Abrego): There is a new
SRP for Grownups: SRG. Locations will receive brochure about it and it
coincides with the 400th anniversary of Shakespeare’s death.
Prizes for the SRG include theater tickets and subscriptions to Theater Under
the Stars. Adults can attend 1 of the 4 author programs to receive a
prize as well as review books to qualify for a weekly drawing. All who
register will receive Houston MFA tickets. More information on this
program will be shared soon.
Camp Stream (My’Tesha Tates): Camp Stream will
take place June 13th through the 17th at Central.
Vinson, Park Place, Collier, and Scenic Woods will have Camp Stream Reloaded in
August. Each program will last five days and meal services will be
provided. Kallie pointed out that if kids attend all five days of the
program, they qualify for the Children’s Museum pass SRP prize. All kids
participating in Camp Stream/Reloaded are required to have a library card.
At the end of Central’s program, there will be a “party on the plaza.” If
your location would like to host a Camp Stream next year, contact My’Tesha.
Staffing
Strategies & Scheduling: (Chris
Arrowood, Christopher Patrick, Maggie Sepulveda, Jennifer Sessa; Gary Lackey,
Hellena Stokes, Brandon Pope) One of a manager’s more difficult tasks is
scheduling. The schedule needs to satisfy the needs’ of the organization
and staff. Developing a balanced schedule is good for morale.
Managers need to provide communication and transparency with staff. A
good schedule is easily understood, keeps to a consistent timeline, is clear on
expectations, and is flexible. Always have a plan B if staff call in sick
or with an emergency. When accommodating time off requests, don’t drag on
the approval.
Managers
should have a back-up scheduler. Create a schedule that is at least 2
weeks in length. The group recommended using a Google form. Use
standard terminology. A handout with those codes was distributed and will
be posted with the minutes. Using standard terminology throughout the
system enhances the readability. Bookmark the schedule on all staff
computers and include it on the CE blog, so CE Administration can access
it. To enhance communication, include necessary trainings and approved
leave or sick time on the schedules.
Cooperation
and flexibility are essential on all levels. Have staff cross-trained on
different tasks, so they can serve as a back-up when needed. The best way
to encourage flexibility is to lead by example. When scheduling for the
holidays, try to foster a balanced expectation. Have staff take turns in
requesting time off. Communicate the expectations clearly. Get to
know your staff and schedule with their preferences and strengths in
mind.
Manager
Commitments:
(Mercedes Mayne, Dominick Spinelli)
Mercedes is
making sure to have staff meetings every first Friday of the month and allowing
staff to request time on the meeting agenda. She created a staff
suggestion box and placed it in Dixon and Moody’s workrooms. Staffs have
requested to add shelving movies on the work schedule among other things which
have led to more discussion during staff meetings. Now with its success,
Mercedes has moved the suggestion box to an on-line form.
Dominick wants
to balance training and rotate duties on the schedule. He cross trains
his staff on Holds, DVD, Flip Kit procedures, etc. Sprocket training for
all staff was done for uniform reporting. He made a quick reference
guide. He conducted one-on-one discussions with staff that needed extra
attention and followed up with them during group meetings. Dominick
conducts informal or impromptu meetings with Young staff only in between the
group meetings with the combined Smith/Young staff. He posts the minutes
to their blog. Lastly, he wants to give staff an opportunity to lead the
team on a project because it boosts morale and leadership skills. He is
watching for opportunities to do so by taking into account staffs’ interests
and the location’s needs. Some examples include craft sessions, video
gaming, redesigning the DVD checkout and others.
In
attendance: Brandon
Pope, Tim Siegel, Leonore Hu, Melissa Gwinn, Dominick Spinelli, Melissa Ryans,
Jenny Phengdara, Jayla Parks, Richard Hurst, Billy Glasco, Monica Siboldi,
Jennifer Myers, Robert Lewis, Derrick Spearman, Nathan Stokes, Chris Arrowood,
Alexandra Drake, Tula Gorden, Tara Hornbeak, Tega Zoma, Mercedes Mayne, Melinda
Campbell, Tony Goodwyn, Christy Chang, Erika Cardoso, Drew Alvey, Craig
Bertuglia, John Merullo, Hellena Stokes, Karen Luik, Jennifer Sessa, Sara Pope,
Fred Schumacher, Michelle King, Marcia Denton, Helen Chou, Kathrine Myers,
Kelly Patton, Christopher Patrick, Gary Lackey, Vanessa Gempis, Julia Bradley,
Iona Joseph, Jose Santoyo Laney McAdow, Melissa Hayes, Felicia Brisco, LeRoy
Robinson, Diane Doyen, Beck Gorman, Paty Bustamante, Donnie Byrd, Maria Powers,
Susan Kaufman, Edgar Fuentes, Kallie Benes, Rebecca Denham, Alma Avina, Sylvia
Espinosa; Guest: Rick Peralez, Robin Cabrera, Maurice Williams, John Middleton,
Sara Pope, Carmen Abrego, My’Tesha Tates; CE Admin: Elizabeth Sargent, Laurie
Covington, Mary Wagoner, Pedro Fonseca, Patrick Atkins, Djuina Hammett, Celeste
Diaz, & Yolanda Anguiano
Next meeting is in the large meeting
room at the Southwest Multi-Service Center at
6400 High Star, 77074 on June 24th
from 8:30AM-12PM.
Thanks,
Laurie Covington
Senior Manager of Customer Experience Administration
Houston Public Library | Customer Experience
500 McKinney, Houston, TX 77002
Office: 832-393-1367 | Email: Laurie.Covington@houstontx.gov
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