X-Change Minutes - December 19, 2017

Access and Engagement Service Model

• The Access and Engagement Service Model was identified as an area in which both library staff and support departments needed a better understanding and shared terminology.
• The alignment was addressed as a term that is being used frequently in reference to the Access and Engagement Service Models.  However, the term alignment or phrase alignment referred to the process of mapping to the new job titles and that was substantially completed the end of May 2017.  
• A presentation was given to share areas of Access and areas of Engagement in which the library has had success. While the former service model was successful, it was adjusted to the current model to meet the needs of a growing library system and to help better achieve the library’s overarching goals.

Presentation information:

ACCESS Efficiency and Streamlining

• The changeover to processing completed entirely by the Technical Processing Department, rather than having to process at individual libraries was successful.
• Access staff can devote more time and attention to the collection.
• A structured service model and system level problem solving allows for communication and training to be more streamlined and consistent across the system.
• Frontline staff are more involved in work groups, are able to network more, and there are now more opportunities for career growth.

ENGAGEMENT Efficiency and Streamlining

• Now that access staff are more empowered to answer directional questions, answer basic computer questions, assist at the copy/fax/scan machine, oversee collection maintenance, and create displays that merchandise the collection, engagement staff are starting to have more time to own their expertise and thoughtfully engage 1-on-1 with our members by developing and leading programs, getting out in the community, and answering reference, in-depth computer, and readers’ advisory questions.
• Engagement staff can utilize skills that they were not able to utilize in their job previously. For example, former PC Specialists can now facilitate and assist with programs as Engagement Specialist Is.
• The EPD Steering Committee is working in coordination with engagement staff from around the system to develop an engagement structure and workflow that will set all engagement staff up for success.
• Our Engagement Service Model is still a work in progress, but we are moving in the right direction at both the local and system levels.  

The meeting was separated into small groups following the presentation. Discussion on the Service Model continued in small groups.