Staff Procedures Manual

Table of Contents

Introduction...... 4

Customer Service...... 4

Problem Customers...... 7

Incident Reports...... 10

Staff Behavior...... 12

Emergency Procedures...... 15

Safety...... 15

Driving RPL Vehicles Safely...... 16

Fire...... 17

Power Failure...... 18

Bomb Threats...... 19

Staff Personal Disasters…...... 21

Outreach Services...... 22

Lamination...... 22

Rules for Using Creative Works and Images Form...... 22

Support Services...... 24

Loans...... 24

Acquisitions...... 25

Technical Services...... 25

Acceptance of Donated Items...... 26

Memorials and Monetary Gifts...... 28

Definition ofCollections...... 29

Direct Services...... 31

Reference...... 31

Telephone Reference...... 31

Email Reference...... 32

Mileage for subs...... 32

Paper Copies...... 33

Posting Promotional Flyers...... 35

Unattended and Disruptive Children – General Guidelines36

Staff Childcare...... 38

Privacy of Information...... 40

Guidelines for Responding to Law Enforcement Requests..41

Employee Electronic Use...... 46

Introduction

Welcome to the Rapides Parish Library (RPL) Staff Procedures Manual!

This manual has been created to cover some core concepts used at the Library, to introduce you to the various departments of the library and to give you specific procedures to use in various situations.

Customer Service

Superior service is the best form of communication and promotion for the library. Our goal is to ensure the best library experience for all customers. An empowered staff, with a can-do attitude, creates quality service. Make customers feel welcome – smile, look them in the eye and greet everyone with a positive, enthusiastic attitude.

Every employee of the Library must be service oriented. We work for the people of Rapides Parish and they are our guests in their Library.

Customers are among the Library’s most valuable assets. Every employee represents the Library to our customers and the public. The way we do our jobs presents an image of our entire organization. Customers judge all of us by how they are treated with each employee contact. Therefore, one of our first priorities is to assist our customers. Nothing is more important than being courteous, friendly, helpful and prompt in the attention we give to customers.

Our personal contact with the public, our manners on the telephone and the communications we send to customers are a reflection not only on ourselves, but also of the professionalism of the Library. Positive customer relations not only enhance the public’s perception or image of the Library, but also pay off in greater customer loyalty.

As we serve the public, we should keep in mind these basic rules of customer service:

Rules are made to be followed with both consistency and sensibility. Gaps between customer expectations and actual service lead to customer complaints.
There must be two dimensions of service: procedural and personal. The understanding and proper interpretation of procedures and policies lead to consistency in customer service.
Tailor customer service to meet customer needs. Find a way to get to "yes".
Respect works both ways. Meet the eyes of the customer and smile. When customers approach you, rise and greet them. Each person should be treated with respect, especially when we are requesting proper identification and information.
Ensure their satisfaction through assertive hospitality. Assertive hospitality means doing all that is feasibly possible to meet the needs of our customers. Assertive hospitality is showing or taking a customer where he/she needs to go and exceeding their expectations by making suggestions and/or helping them find additional information or materials.
Remember: Rules are means to an end, not the end itself.

Here are some pointers:

Always acknowledge a customer whether you are on the telephone or assisting another customer. For example, “I will be with you as soon as I finish with this customer.”
Always conduct yourself in a professional, mature manner.
Strive for excellence. Before you open your mouth, remember the cost of losing a customer can result in a lost donor, voter, or supporter.
Enjoy cultural diversity. Every customer is different and unique. Appreciate the diversity. Avoid saying or doing anything negative or judgmental about another individual.
If you encounter a customer who is dissatisfied and it appears that you are not able to resolve or assist the person, ask the manager on duty at the time for assistance. Try not to let a customer leave until you have done all that is feasibly possible to accommodate the person.

Problem Customers

In the event you are faced with a dissatisfied or disruptive customer and you are not able to resolve the problem, consult the manager on duty. At Main Library, in the evenings and on Saturday and Sunday, the security monitor should be contacted.

Assess each situation in a calm, non-judgmental manner. Explain your position in clear, firm language. Present suitable alternatives, if possible. Explain the penalty (e.g., expulsion) for continued inappropriate behavior. Use teamwork. Be sure another staff member is with you when confronting the customer. Call outside help if necessary. Phone numbers for local police departments should be posted by the telephone.

Fill out an Incident Report, describing the event, to be forwarded to the appropriate administrative staff. Incident Reports are found on the Staff Intranet under Forms / Circulation Forms. Submit via in-house mail or fax them within 24 hours. If you wonder if you should fill out an Incident Report, then you probably should!

Remain calm. Do not raise your voice.
Be receptive and non-judgmental.
Listen carefully to a customer’s question or complaint.
Pause, breathe deeply and think before responding.
Speak in a relaxed tone. Repeat the customer’s comments as concisely as possible.
If there is a justifiable need for an exception and you have the authority, make one.
If an exception cannot be made, explain the policy in a relaxed tone, and if possible, show the customer the written policy or posted sign.
Stay in control of the situation; do not allow the customer to manipulate or intimidate you.
Be pleasant, calm and firm. DO NOT argue with or touch the customer. Stick to the issue.
Avoid humor or personal remarks.
When necessary, request the assistance of another coworker in the department/branch or a manager.
NEVER be drawn into a physical or verbal confrontation with a problem customer under any circumstance.
If you see a customer with a weapon or have reason to believe that a customer has a weapon, notify security or the police, then contact a manager. Managers should then notify an Administrator, following the Chain of Command, as soon as possible. Under no circumstances is an employee to approach a customer with a weapon.
Emergency phone numbers for the police or Sheriff’s office, and appropriate fire departments are posted at each circulation desk.

ILLEGAL BEHAVIOR (Call the police or Sheriff’s office)

1.Assault

2.Criminal mischief

3.Drunk and/or disorderly conduct

4.Harassment

5.Public lewdness

6.Theft (larceny)

7.Trespass

PROBLEM BEHAVIOR

Chatty customers
Disruptive conduct
Using obscene language
Solicitation
Smoking
Sleeping
Loitering
Running and playing
Pets
Leaving unattended children
Customers without shoes or shirt
Feet on tables and chairs

Incident Reports

Fill out the Incident Report found on the Staff Intranet at Forms / Circulation any time that a customer complains, anyone other than an employee sustains an injury of any kind*, a crime is committed, you give a customer a warning, you ask a customer to leave, or anytime that something unusual happens.

When filling them out, be factual and objective; not conjectural. It is possible that they could be subpoenaed.

These are in-house documents. No one may see them except branch managers, department heads or administrative staff. If someone else wishes to have a copy, the Director must give permission.

If a crime is not committed, fill out an incident report, save it, and send it as an attachment to the Director, the Assistant Director for Direct Services and the Human Resources Manager.**

If a crime is committed:

If the customer is willing, call the appropriate law enforcement agency.
If you are NOT a manager, make sure that you involve your manager; if she is not there, call her at home.
Next, either you or she should CALL the Director, the Assistant Director for Direct Services or the Human Resources Manager, in that order. Call until you get someone.

Finally, fill out an incident report IMMEDIATELY, save it, and send it as an attachment to the Director, the Assistant Director for Direct Services and the Human Resource Manager.** Be sure you say specifically what the law enforcement agency did.
If necessary, administrative staff, not public services staff, will give the law enforcement agency a copy of the incident report.
If law enforcement is called, on the Incident Report, please note the name of the office and the report number.

The library administrative staff will take a pro-active stance on reporting to law enforcement any crime committed, and will cooperate fully with them.

*If the person injured is an employee, use form LDOC-WC-1077, found on the Staff Intranet at Forms / Human Resources. You can get to it in two ways, under Instructions for Completing form LDOC-WC-1077 and also under LDOL-WC-1077.

**If the incident occurs at the Main Library, be sure to send the incident report to the Director, Assistant Director for Direct Services, Human Resource Manager, Assistant Director for Support Services, Security, Main Circulation Manager and Main Reference Manager.

Staff Behavior

Listed below are some behaviors that are unacceptable and, if continuously abused, can result in disciplinary action, up to and including termination of employment:

Consuming food/drink, chewing gum or smokeless tobacco products while assisting a customer.
No breaks / lunch at public desk
Discussing personal business in the presence of a customer. Save personal conversations of any nature for breaks and lunch.
Disapproving comments about the Library in the presence of customers is unprofessional and will not be tolerated. It not only reflects negatively on you, but on all other Library employees.
“Horseplay.” It is not only childish, but it is dangerous and could cause serious injury.
Participating in idle gossip and rumors. Gossip and rumors can create a hostile work environment.
Offensive comments should not be made or repeated and will not be condoned at RPL.
Speaking “Libraryese,” rather than using common words while conversing with customers. Libraries are like numerous other work environments that are full of acronyms. Customers generally do not know the terms we frequently use and it is rude to use them in their presence.

MESSAGE TO THE STAFF

From: Steve Rogge, Director

Date: October 30, 2001Revised 10/23/03

I would like all staff to be aware of how I feel about how we treat each other as fellow staff and (by extension) how we treat customers and others.

Every individual has the right to work in an atmosphere that is free of overt or implied racism, sexism, ageism, etc. No one should have to hear comments, racial or otherwise, that offend or make him or her uncomfortable. All of our communications with each other, both oral and written, should be civil in tone and content. We should be showing each other respect, regardless of our differences. If provoked, in some way, our response should still be civil.

Sometimes such negative words or acts are intentional. If so, they are hateful and unacceptable. Staffers who do this should expect a response from this administration. That response may be verbal counseling, a written disciplinary report, or some more severe punishment, depending on the nature of the offense and on the employee’s previous record. Sometimes we offend without meaning to or even realizing that we have done so. In such cases, the proper response is to acquaint the staffer with the effect that his or her words or actions have had on others, in the hope of preventing future problems.

One problem area is expressing the attitude that all people in a certain group have some negative characteristic: (most Arabs, or blacks, or whites, or older people, or young people, etc., etc. are ………….). Of course I am not saying that staffers cannot have opinions about groups or individuals. I am saying that we do not have the right to express those opinions in word or action in the work place if they are negative, as described above.

Let me reiterate my comment about the need for civility in tone as well as the content of what we communicate. I expect everyone, from management on down, to avoid an abrasive or sarcastic or threatening tone, even if provoked by another person’s perceived failings or bad actions.

We need to show respect for each other, in spite of our differences. We need to avoid taking sides and getting into an “us against them” mind set. This can be achieved if we look at others as individuals, cut each other some slack for our differences, and focus on the overall goal of fostering a positive atmosphere in the work place. If you have a grudge or grievance against someone for the way they have treated you in the past, get over it. Start a new chapter in your relationship. But if a new offense occurs, report it to me and to whomever else is appropriate. If you need to report something, make every effort to avoid exaggeration.

This is what I believe. This is what I have always believed. This is the standard for acceptable behavior for this staff.

Emergency Procedures

In an emergency concerning Fire, Alarm, Bomb Threat or Power Failure, consult the Emergency Procedures poster, which is posted throughout the library or branches. Review these procedures annually.

References to the police shall refer to the local police department for each municipality that has one, and to the Rapides Parish Sheriff’s Department in all other cases.

Safety

We must take every precaution to prevent accidents. Managers and employees must take responsibility for their safety and for the safety of our customers. The key is consistent use of safe work practices. Work areas should be maintained so that they do not create a safety hazard for anyone. All new employees will receive basic office safety training during their initial orientation.

Protect your back by always practicing safe lifting techniques and/or using a back support (weight belt).

Admittance to, or passage through, an area that has been roped off, barricaded or otherwise designated as a danger zone is prohibited.

Employees that use the hand-held laser scanner must avoid looking into the end of the unit. At no time should the unit be pointed at another person.

All injuries, no matter how slight, must be reported to the appropriate supervisor, who must ensure that the proper forms are turned in to the Human Resource Manager. The supervisor fills out these forms, found on the Staff Intranet:

Forms / Human Resources / LDOL – WC – 1007

Employer’s Certificate of Compliance (see bottom of form above)

There are also instructions for how to do this at:

Forms / Human Resources / Instructions for Completing the Employer Report of Injury/Illness.

Food and beverages must be kept clear of all electronic and computer equipment.

All safety equipment that is issued or required to perform certain types of work must be used while performing that work and no machinery is to be operated without safety guards in place. This includes clothing, jewelry and fingernails and hair. No individual under the age of 17 years old is authorized to operate any of the FacilitiesDepartment machinery.

Driving RPL Vehicles Safely

Employees who use vehicles in the course of their duties are expected to observe the law, including seatbelt use.

Do not tailgate.
Do not use cell phones or handheld devices while driving.
Report any functional problems with a vehicle immediately so corrections may be made.
Don’t exceed the posted speed limit.
Drive defensively and be prepared to act when there is an emergency.

Fire

Department Heads and Branch Managers are to ensure that all employees know the location of fire alarms, fire extinguishers and emergency exits.

Emergency exits are to remain free of obstructions at all times. Managers at Main Library are responsible for ensuring that all of their employees, especially night employees, know how to unlock the side door in the Children’s Department in the event of an emergency.

If you discover a fire or detect smoke, follow the procedures below, also found on the EMERGENCY PROCEDURES poster:

Sound the nearest FIRE ALARM and call the fire department, or emergency #911.
If possible, attempt to control the fire with an extinguisher; however, do not put yourself in danger. Otherwise, vacate the area.
Report the fire to your supervisor or the supervisor on duty, the Security Monitor and Library Director or any member of the administrative staff that is on duty. If a fire occurs during normal working hours, notify administration following the Chain of Authority found on the back of the EMERGENCY PROCEDURES poster.
Await the arrival of the fire truck to inform the firefighters of the location of the fire.

When you hear the fire alarm, follow the procedures below: