Transcript Tag, you`re it! Implementing a "Person in Charge"

Welcome to PIC
Training!
Tag, You’re it!
Implementing a “Person In Charge”
Training Program
http://www.placonference.org/session_handouts.cfm
Presenter
• Adrianne Peterson
• Jefferson County
Public Library
• Community Link
Library Manager
Presenter
• Brett Lear
• Multnomah County
Library
• Reference, Adult Services,
and Programming
Coordinator
Presenter
• John Cabrera
• Multnomah County
Library
• Senior Administrative
Analyst
Today’s Agenda
8:30-8:45
Adrianne & Brett
Introductions, Person in Charge Role: Why and
How?, Warm-up, Today’s Agenda
8:45-9:00
Adrianne & Brett
Icebreaker, Sample Agenda & Class Structure
The PIC Training Class
9:00-9:25
Brett
Expectations of PICs, Behavioral Issues,
Emergencies, and Calling for Help
9:25-9:50
Adrianne
Building Emergencies, Handling Complaints,
Technology Emergencies, Media and Publicity
9:50-10:00
Break
10:00-10:20
John Cabrera & MCL Security Officer
Behavior Problems, Urban Issues, Exclusions,
Anecdotes
10:20-10:30
Brett
Documentation
10:30-10:35
Adrianne
Emergency Situations; Intro to Group Exercise 1
10:35:-10:55
Problem Solving
Group Exercise I & Discussion
10:55:11:05
Break
11:05-11:10
Brett
Complaints Regarding Policies: Intro to Group
Exercise 2
11:10-11:30
Problem Solving
Group Exercise 2 & Discussion
11:30-12:00
Wrap Up
Homework, Questions, & Evaluations
Sample Agenda
9:00-9:10
Library Managers
Introduction
9:10-9:20
Director of Library Programs &
Services
Person in Charge Role
9:20-9:30
Deputy Executive Director
Senior Management Team PIC, law
enforcement, etc.
9:30-9:50
Director of Administrative Services
Behavioral Issues & Emergencies
9:50-10:00
Building Services
Building Emergencies
10:00-10:20
Information Technology
Technology Emergencies
10:20-10:30
Promotions & Marketing
Media and Publicity
10:30-10:45
Break
10:45-11:15
Library Manager I
Emergency Situations
11:15-11:35
Problem Solving
Group Exercises & Discussion
11:35-11:50
Break
11:50-12:20
Library Manager II
Complaints Regarding Policies
12:20-12:40
Problem Solving
Group Exercises & Discussion
12:40-12:55
Wrap Up
Homework & Evaluations
Person In Charge Role
• What does the
Person in Charge
do?
• What is the
purpose of the PIC
system & class?
• Support systems
Behavior Issues
• Common Behavior
Problems
• In-depth discussion
to follow
Emergencies
 How to tell if it’s an
emergency
 Which of these
scenarios qualify as an
emergency
 Calling for HELP in an
emergency
What the library expects of PICs
• Keep a clear head
• Know your policies
• Think before you
speak
• Use your best
judgment
• Think Safety First!
Enforcing the Multnomah County Library Rules for Acceptable Use of the Internet
This is intended as a tool to help staff deal with customers whose behavior while using the Internet is deliberately
offensive to other customers or staff. Do not hesitate to contact the PIC if you feel uncomfortable confronting a
customer about this behavior. MCL applies a series of 5 steps for enforcing the Internet Access Rules. Contact the
FSO or the police any time you feel threatened. Use only the steps necessary to resolve the situation.
Step 1: Warning
“There’s been a complaint about the website you are viewing. Viewing this site is creating a hostile environment
for other customers and staff because they cannot avoid seeing what is on your screen, and this is a violation of
Multnomah County Library Internet rules. Please stop looking at this website, and do not view similar websites
when others are present. If you continue to violate the rules, your computer privileges will be suspended.”
Yes
No
Customer complies?
Issue is resolved.
Notify PIC.
Document
warning
Contact
PIC
Step 2: Suspend Computer Privileges
“Because you have continued to violate the Multnomah County Library’s Internet Access rules, you will need to
stop using the computer at this time. If you continue to use the computer, you will be asked to leave the Library.”
No
Customer complies?
Yes
Issue is resolved.
Document
suspension.
Step 3: One Day Exclusion
“Your Library privileges have been suspended for the day because you are in violation of Multnomah County
Library’s Internet Access Rules and Behavior Rules. You must leave the library immediately. If you do not, we
will call the police (or FSO).”
No
Customer complies?
Yes
Issue is resolved.
Document
exclusion.
Step 4: Six Month Exclusion
The PIC issues a six-month exclusion to the customer and repeats the request for the customer to leave the
premises. Branch staff should call the police now if the situation is escalating. If the customer is there when the
police/FSO arrive, have them help issue the exclusion. Even if the customer leaves, fill out an exclusion notice for
his/her return. Exclude on #6 & 8 from Behavior Rules.
No
Customer complies?
Yes
Issue is resolved.
Document
exclusion
Step 5: Extreme Circumstances
If the customer makes any kind of threat to a member of the staff or public, the exclusion is for one year. Exclude
on #1, 6 & 8 from Behavior Rules.
Emergencies
 How to tell if it’s an
emergency
 Which of these
scenarios qualify as an
emergency
 Calling for HELP in an
emergency
Executive-level PIC
• Who?
• Responsibility?
• Contact
Information?
Emergencies continued…
Handling nonemergencies
Building Emergencies
 Who do you go to for
help?
 How do you ask for
help?
 How do you
document?
 Staff Stuff - Policy
Manual - Handbooks Emergency
Procedures Handbook
Building Maintenance Request
IT Emergencies
How do you notify
IT?
Emergency or
inconvenience?
How do you
document?
Computer Support Form
Media & Publicity
• What are your
policies regarding
media & publicity?
• Confidentiality?
• Where are your
policies located?
Policies
• What are your policies
regarding interaction with
law enforcement?
• Confidentiality? Patriot
Act?
• Where are your policies
located?
• Staff Stuff - Policy Manual
- Library Policies
General Guidelines for
Complaints
• Know the library’s
policies & procedures
• Know where things
are written or posted
• Gather the facts
• Don’t promise things
you or the library
can’t deliver
Handling Complaints
You should be hearing audio, if you are not, stop the presentation and check
your speakers
• How you handle a
can resolve or
escalate the
situation.
• E-Learning
Modules
Handling Behavioral
Emergencies
How to stay cool
when things get hot
You should be hearing audio during this slide. If you are not, close the
program and correct the sound issue, then restart the program.
Handling Problems and
Complaints
Concerning Circulation
Handling Difficult Behaviors
• Common Behavior
Problems
• Determining &
Implementing
Exclusions
Documentation
• Incident reports
• Accident reports
• Maintenance
request
Group Exercises & Discussion #1
Emergency Situations
• Form 4 groups
• Review your
situation cards
• Problem solve
• Report back to
group
• Group suggestions
Group Exercises & Discussion #2
Patron Complaints
• Form 4 groups
• Review your
situation cards
• Problem solve
• Report back to
group
• Group suggestions
Wrap Up
• Review of flip
charts
• Homework
assignment
• Evaluation
– SDAR
Questions?
Comments?
http://www.placonference.org/session_handouts.cfm
Thank You!
• Send us an email:
[email protected]
[email protected]
[email protected]