Transcript I ‘d Like to Speak to the Person In Charge”

Training Library Staff to Be
“In Charge”
Brett Lear
Jefferson County Public Library
[email protected]
http://jefferson.lib.co.us/about/forlib.htm
l
Jefferson County Public Library
Speaking Points
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Training staff to be “in charge”
Policies that help guide staff
Support systems
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
Facts About JCPL…
• > 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
Why We Train Staff to Take Charge
• 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
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Trouble travels
Reporting problems
Unclear role of PIC
Staff support of PIC
Need to empower
employees to act
Objectives of PIC Training
• 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
PIC Training
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What is the training?
Who attends?
What is covered?
Handouts & Homework
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
PIC Training
9:00 a.m.-1:00 p.m.
Instructor’s Agenda
9:00-9:10
9:10-9:20
9:20-9:40
9:40-10:00
10:00-10:20
10:20-10:35
10:35-11:05
11:05-11:35
11:35-11:50
11:50-12:35
12:35-1:00
Introduction (Library Manager)
Deputy County Librarian: Person In Charge Role
Building Services: Building Emergencies/Procedures
Information Technology: Technology Problems
Public Information Office: Media and Publicity
Break
Library Manager I: Emergency Situations
Library Manager II: Complaints Regarding Policies
Break – 15 minutes
Problem Solving: Group Exercises & Discussion
Wrap Up: Homework Assignment & Evaluations
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.
How to tell if it’s an emergency
 Is someone injured or in physical danger?
 Look for the three “b’s” – blood, bones, breathing. If you can
see blood or bones, or if they aren’t breathing, it’s an
emergency.
 Is there fire or smoke? Are alarms going off?
 Are genitals exposed?
 Is anyone’s property threatened or damaged?
 Is anyone verbally threatening staff or other patrons? Interfering
with others use of the library?
 If a kid throws up and his mom says he has the flu, that’s one
thing. It’s another if he throws up after having eaten the leaves
off that weird plant in the lobby.
Which of these scenarios qualify as an emergency?
 A patron says the men’s room is on fire. (CHECK
BATHROOM FIRST FOR STATUS, THEN CALL
911 IF NEEDED)
 Someone trips on the front sidewalk and goes through
the glass entrance door. (CHECK FOR BLOOD OR
INJURIES. IF INJURED CALL 911**.)
 A patron is arguing with Circ staff over a $5.00 fine.
(NO)
 There is a fierce hailstorm outside and it’s closing time.
(WE DON’T WANT TO ENDANGER SOMEONE,
KEEP PEOPLE INSIDE).
Group Activity
Emergencies:
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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.
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A young man runs into the library and says that
someone has a gun in the parking lot.
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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.
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A patron reports that there are two children in a parked
car outside the library.
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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.
Patron Complaints:
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A male patron wants to know why we have security
cameras in the library, and what we do with the tapes.
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A woman spits at a Circ clerk after she is told that she
has fines on her card.
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A patron wants to work off her fine like she does at
Bemis.
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A patron calls and needs to talk to her son because
she is not going to be able to pick him up as planned.
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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.
Various Handouts
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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
Homework
See your manager to discuss location specific questions you have about being PIC for your
location, including:
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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?
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Do they know which situations to handle vs. refer to PIC?
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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?
How do you make it work?
The PIC Model
PIC Training
Policies
Support Systems
Policy/Procedural Support
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Policy Manual, including:
– Disturbance Policy
– Evacuation Procedures
– Emergency Procedures
– Opening / Closing Procedures
– Procedures for dealing with the media
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Top Management Support
Things In Place
• Signage in Public
Areas
• Lines of sight
• Reporting System
– Accidents& incidents
– Paper and on-line
• Emergency Cell
phones
• PIC assignments
posted
People Support
• 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
Additional and Continuing Training
• “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.
Questions?
Training Library Staff to Be
“In Charge”
Brett Lear
Jefferson County Public Library
[email protected]
http://jefferson.lib.co.us/about/forlib.htm
l
Jefferson County Public Library