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Training Library Staff to Be “In Charge”

Training Library Staff to Be “In Charge”. Brett Lear Jefferson County Public Library brettl@jefferson.lib.co.us http://jefferson.lib.co.us/about/forlib.html. Speaking Points. Training staff to be “in charge” Policies that help guide staff Support systems.

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Training Library Staff to Be “In Charge”

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  1. Training Library Staff to Be “In Charge” Brett Lear Jefferson County Public Library brettl@jefferson.lib.co.us http://jefferson.lib.co.us/about/forlib.html Jefferson County Public Library

  2. Speaking Points • Training staff to be “in charge” • Policies that help guide staff • Support systems

  3. What do we mean by “Person In Charge” (PIC)? • House sitter analogy • Units handle problems first The PIC is the: • 2nd Level Go-To Person • Point person for emergencies • Documents everything • Notifies Chain of command

  4. > 100,000 visitors per month 11 locations Open daily Bookmobile No central library Library sizes and staffing levels vary widely Large # of internet stations available > 1 million volumes Facts About JCPL…

  5. Manager not always in library Many part time staff Administration only open 40 hrs per week/9-5 Few locations with security guards Frequent use of subs Trouble travels Reporting problems Unclear role of PIC Staff support of PIC Need to empower employees to act Why We Train Staff to Take Charge

  6. Define role of PIC Teach PIC role Focus on common sense and informed decision making Improve communications Increase accurate documentation and track trends Uniform way to handle patron concerns/problems Increase safety Objectives of PIC Training

  7. PIC Training • What is the training? • Who attends? • What is covered? • Handouts & Homework

  8. Who Attends? • Managers, unit heads (heads of circulation and information services), and most supervisors • Librarians • Other staff to give them knowledge of the duties of the PIC and to assist the PIC when needed

  9. PIC Training 9:00 a.m.-1:00 p.m. Instructor’s Agenda 9:00-9:10 Introduction (Library Manager) 9:10-9:20 Deputy County Librarian: Person In Charge Role 9:20-9:40 Building Services: Building Emergencies/Procedures 9:40-10:00 Information Technology: Technology Problems 10:00-10:20 Public Information Office: Media and Publicity 10:20-10:35 Break 10:35-11:05 Library Manager I: Emergency Situations 11:05-11:35 Library Manager II: Complaints Regarding Policies 11:35-11:50 Break – 15 minutes 11:50-12:35 Problem Solving: Group Exercises & Discussion 12:35-1:00 Wrap Up: Homework Assignment & Evaluations

  10. What JCPL expects of PICs • You will use common sense. • You will make a decision to the best of your ability • You can tell the difference between and know how to act upon real emergencies and routine problems. • You can tell the difference between an eccentric and problem patron. And if you’re not sure, you’ll take the time to gather some facts before acting. • You know your resources within the library, including: PIC notebook in each library, emergency procedures handbook, and online Policy Manual. • You are not alone when dealing with a PIC situation. Call on other PICs in your library or at other libraries for backup. • You can delegate some tasks to other staff members, such as calling IT. • JCPL will support you as long as you follow these expectations. You are the one on the scene and the one best able to judge what is going on.

  11. Group Activity Emergencies: • The fire alarms go off. It is the second time today. The first time the fire dept. responded they said it was a problem with the building's system reacting to changes in water pressure. • A young man runs into the library and says that someone has a gun in the parking lot. • A female page tells you that a 20-something man has been following her in the stacks and touched her back and shoulders asking her if she would like a massage. • A patron reports that there are two children in a parked car outside the library. • A group of teenagers are sitting on a bench on library property. One of the teens comes in to library and says that a man is yelling at them and telling them to be quiet. She is extremely frightened.

  12. Patron Complaints: • A male patron wants to know why we have security cameras in the library, and what we do with the tapes. • A woman spits at a Circ clerk after she is told that she has fines on her card. • A patron wants to work off her fine like she does at Bemis. • A patron calls and needs to talk to her son because she is not going to be able to pick him up as planned. • A patron’s computer time is up and someone with a reservation on that computer is waiting to begin. You inform the first patron that she must vacate the computer. Her response is to say she’ll punch you in the face if you ever talk to her again.

  13. Various Handouts • Agenda (participant’s version without times) • IT handouts (consult with Director of Information Technology) • Bibliography for PICs (see page 5) • Blank sheet of paper for “Notes” • Building Services handouts (consult with Building Services Supervisor) • Calling for Help • Confidentiality Training (pages 5-15 through 5-18 from the Circ Manual; contains Library Law section CRS 23-90-119 on confidentiality) • Digital Camera Guidelines • Disturbance Instructions for Unattended Minors • Emergency Closing Guidelines (Policy Manual – Emergency Handbook) • Emergency phone numbers wallet card (JCPL form #743) • Evaluation Form • Freedom to Read Statement • Handling Behavioral Emergencies • Internet Use and Safety Policy • It’s About Choices (JCPL form 745) • JCPL Disturbance Policy, Disturbance Directives, & Disturbance Guidelines • JCPL PIC Training Documentation form • Library Bill of Rights • “Handling Problems and Complaints Concerning Circulation” • Patriot Act Confidentiality Request Instructions • PIC Duties list (see X:/PSMT/PIC Documents/PIC Duties) • PIC Homework Assignment (see X:/PSMT/PIC Documents/PIC Training/Homework Assignment) • PIO handouts (consult with Director of Public Information) • First page of online Policy Manual • Process to Use When Problem-Solving as PIC • Reconsideration of Material form • Sample Accident Form • Sample Incident Form • Telephone tree • Unattended Persons Guidelines

  14. Homework See your manager to discuss location specific questions you have about being PIC for your location, including: • Where is the cell phone kept and how do you use it? A good practice is to use the cell phone to leave a message on your Manager’s voice mail. • Where is the nearest off-site phone you can use if the library phones or cell phones don't work? • What police number do you call and where is it posted? • What have been the most recent incidents PIC's have had to handle for your location? • What does staff know/understand about working with PIC’s? • Do they know which situations to handle vs. refer to PIC? • Do they know the emergency circumstances in which a PIC may ask them to perform a different job task? • Where are the emergency exits for your building? • Where are the keys kept for various doors in the building? • Where are the emergency controls for your building (electric, water, HVAC)? • What is the emergency evacuation plan for your building? • Where are the fire alarm boxes located? • Where is the fire extinguisher located and how do you use it? • Where is the Knox box for your building located? • What are the procedures for enabling/disabling security system? • What else does your local manager want you to know about serving as PIC for your location?

  15. How do you make it work?The PIC Model PIC Training Policies Support Systems

  16. Policy Manual, including: Disturbance Policy Evacuation Procedures Emergency Procedures Opening / Closing Procedures Procedures for dealing with the media Top Management Support Policy/Procedural Support

  17. Signage in Public Areas Lines of sight Reporting System Accidents& incidents Paper and on-line Emergency Cell phones PIC assignments posted Things In Place

  18. Library Managers available as resources (all Managers’ schedules are posted online) 24/7 Senior Management PIC Chain of Command Telephone Tree 24/7 IT Help 24/7 Building Services Police Liaison Substitute Call Lists Emergency phone number card People Support

  19. “Nicoletti Training”--John Nicoletti, Ph.D. Threat Assessment Disaster Management Threat & Violence Assessment Team Development Crisis Response Team Development Policy Development Develop training as needs arise & change Intellectual freedom training to help staff make decisions regarding Internet use, etc. Additional and Continuing Training

  20. Questions?

  21. Training Library Staff to Be “In Charge” Brett Lear Jefferson County Public Library brettl@jefferson.lib.co.us http://jefferson.lib.co.us/about/forlib.html Jefferson County Public Library

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