Public Services Managers Minutes - May 12, 2022

Updates from Larry

• Larry will serve as interim DED Public Services which will be retitled Chief Guest Officer, a common title in the service industry. This position will focus on providing the best customer service experience we can. Larry hopes to fill this position within 2-3 months.
• A request was sent to the Public Service Managers to schedule three different meetings with Larry
  
  • Larry to visit each location to connect with management, staff, and customers, but available to help with whatever needs done
  • 1:1 with all library and department managers in Public Services which will consist of a check-in, what the future looks like, and thoughts on professional development for managers
  • Larry to attend at least one staff meeting per location for staff to ask questions and for Larry to listen, learn, and gather information
• Guest Experience will be on a slight pause while we develop some further clarity to make sure we are all on the same page and have shared expectations. Larry will be releasing two videos the week of May 16^th. One will be a general overview and the second will address guest experiences.
• Larry shared his perspective on management and service
  
  • We work with people, not books, and we should focus on people when we can
  • Role of a manager
    • Get the mission done
    • Help the people around them to be successful
    • Be proactive in addressing issues
      • A manager/leader does whatever necessary to make things work well, but if you’re the only one who can do bail out problems, you’re an employee, not a leader
  • Motivation and Communication = Work
    • These are essential to achieve things and in order to be collaborative you must be a good communicator
  • Setting the example is imperative. People pay attention so we must give them the best example to aid in their understanding and help everyone work in the same direction.
• People will be a primary focus as we fill the open positions. We will be building relationships with our customers, hiring for open staff positions, and working to better utilize volunteers.
• Long-range planning will become a focal point as we look at different ways to provide service and work to regain our in-person customers
  
  • In the future we expect to see increased operational cost and an increase in the service expectations of our customers.
  • Our vision and long-range planning will determine and shape what we hope to achieve
  • Part of our long-range planning will include succession planning and professional development for managers
• Questions for Larry
  
  • How can we support Larry? Do what you do and do it well.
  • What does GX look like?
    • Guest experience isn’t a whole new set of routines, but a pivot to the WHY. We currently focus on the HOW instead of the relationships, results, and the WHY.
    • We will use our current customer service skills of listening and being polite, but we will focus on creating a series of positive experiences in order to build and expand on our value to the community. The goal being to become essential to the community by providing a set of experiences they can’t get other places.

Assistant Manager Position—Q&A – Mark

Mark clarified that the reintroduction of the Assistant Manager role will not be like the alignment. At this point, supervisory structures will look different at the locations as the Assistant Manager positions will be through attrition which means locations with current vacancies in Engagement and Access Manager positions have been discussed. Locations without management openings will be discussed when a vacancy arises. A discussion followed.

• As we replace EMs to Assistant Managers how will we make sure they are diversified?
  
  • The various types of responsibilities will be considered with the structure we have and assigned accordingly.
• Is the plan to reduce the number of managers over time?
  
  • We need to have flexibility for branches which will be opening like ED2, but we also dramatically increased the number of managers five years ago. We will look to right size management based on location.
• How will we address the number of people who report to an individual?
  
  • We will decide how many based on the size of the staff
• The discussion included conversation about what happened during Project Kaleidoscope
• It was suggested that managers would be able to supervise more staff if the annual review process was different
• A moratorium on meetings during the midpoint and annual review periods was suggested
• What is the decision on the Access Manager I position?
  
  • Nothing has been decided

Spring Weather Reminders – Risa

• We have had multiple safety trainings and talks about emergency plans and severe weather to raise awareness and reduce stress on staff.
• Reminder that staff must take leave if they decide to not work during a weather event.
• Reminder that OKC does sirens in zones, so a siren doesn’t necessarily indicate something near your location. Turn on TVs, access local radar online, use weather radios, and share with customers when you are monitoring weather.
• Safety Manual is being updated so be thinking about any revisions to your local emergency plans that may need updating.
• FYI-two Life Savers are the correct amount for a blood sugar emergency
• Discussion of how to handle staff stress was had and several suggestions were shared.

Location Sharing

Various locations shared their Summer Reading plans and other updates

Open Floor Q&A

• How are we counting to differentiate between networking and outreach?
  
  • Anything that is a presentation or involves library accounts and information sharing around services is considered outreach to be recorded in Library Market. Events where we are interacting with the community such as chamber of commerce or other opportunities to raise MLS’s profile are networking and aren’t being recorded in Library Market. There may be a tool to record these types of interactions available next fiscal year.

Breakout Rooms

Managers selected breakout rooms and had discussions with their peers