Suspended Customer

Good New! I spoke with Roosevelt and Meller and we are all agreed that Mr. Kahn should be suspended for 90 days (as laid out in our policies and procedures) from using our remote reference services due to abusive language and vulgarities. If he calls Telephone Reference, please politely transfer the call to a manager (say: "Thank you for calling. I can connect you with a supervisor to help you." or something similar) or to me so that we may inform him of this suspension. I want to stress that we were only able to do this thanks to the Incident Reports and documentation from staff. Great job on documenting his behavior and keep doing this if we face any other abusive customers.

Thanks,
mvc

Standards for Outreach and Programming & Training on EPE Plans

Greetings,
These objective measurements did not get spelled out explicity in EPE Plans due to space and the nature of the measurement field, which identifies what is effective or standard. These standards will serve as a general guidelines for objectively scoring in these categories along with the other elements in the measurement field--much like the criteria for number of hours of sick time used contribute to attendance rating.

OUTREACH AND PROGRAMMING
Keep in mind this reads as "assists in planning and presenting..."and that program portion will be prorated this year to months that we are actually open.
Rating Measurement
5 (Outstanding) = 6 or more outreaches and 6 or more programs
4 (Strong) = 4 to 5 outreaches and 4 to 5 programs
3 (Effective) = 2 to 3 outreaches and 2 to 3 programs
2 (Needs Improvement) = 1 outreach and 1 program
1 (Unacceptable) = No outreach or programs

TRAINING - These are formal training hours as defined by the training department.
Rating Measurement
5 (Outstanding) = 12 or more hours
4 (Strong) = 8 to 11. 5 hours
3 (Effective) = 4 to 7.5 hours
2 (Needs Improvement) = 2 to 3.5 hours
1 (Unacceptable) = 1.5 or fewer hours

And as a reminder...
ATTENDANCE RATING
Rating Measurement
5 (Outstanding) = 0-24 hours
4 (Strong) = 25-40 hours
3 (Effective) = 41-64 hours
2 (Needs Improvement) = 65-80 hours
1 (Unacceptable) >80 hours
Remember this applies to sick leave (not including FMLA) and dock hours.

One Card Initiative

Here is some exciting news from Fred Schumacher on the HPL/HCPL One Card solution. Please read through this important information.

Thanks,
mvc

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Greetings all.

As you may have heard, HPL and HCPL have been working toward implementing a one card solution that will allow customers of both systems to use one library card to access both their HPL and HCPL accounts. We are excited about being able to offer this service enhancement to our customers, and we anticipate that it will be well received by customers who use both library systems. As an added bonus, the enhanced service will also allow us to check in HCPL items mistakenly returned to HPL branches and HCPL will be able to check in HPL items mistakenly returned to one of their locations. I hope you agree that this will be welcomed by our customers. As a first step toward system-wide implementation of this enhanced service, the Horizon ILS circulation client has been installed at Bracewell, Stella Link and Park Place branches, and the service enhancement will be implemented at each of these locations beginning Monday, November 5th. Please be aware that customers choosing to access their HPL accounts using their HCPL Knowledge Card barcodes may do so at any HPL location from that day forward.

You may expect to have the HCPL Horizon shortcut installed on workstations at your branch at some point during the next two weeks. Once the shortcut is installed, please contact your LA Supervisor to arrange for training for staff to implement the service enhancement at your branch. Our goal is to have the service enhancement implemented system-wide by the end of November.

Please let me or your LA Supervisor know if you have any questions.

Thanks.

Fred Schumacher
Circulation Services Manager
Houston Public Library