Friday, March 3, 2017

Making a difference in North Philly - one librarian's efforts

Image may contain: tree, plant, outdoor and nature



A bit of background for those not in Philadelphia.  The library above is McPherson Square Library, which is in East Kensington, which is in the epi-center of the heroin epidemic.  

Every year, I ask each of my library managers to fill out a self-reflection questionnaire in preparation for their annual reviews. Below are excerpts from the reflections of Judi Moore, the manager of McPherson Square. When I initially read Judi's comments, I was reminded why it is we do this work.  It was rejuvenating. I've removed some names and added others.  I also removed comments not related to this particular topic.  Comments in parentheses are mine. I've added links to appropriate articles or information where possible.


Describe any new goals, responsibilities, or added challenges you have taken on in 2016
The opioid crisis added new challenges for all of us, particularly with the users in the bathroom. I had to learn a lot about heroin and the behavior of the users.  I’ve been reading a lot and watching documentaries.  I know more about heroin than I ever expected to know.
I agreed to serve on the SAC committee for Willard Elementary School.  This is a school and community liaison group. 
I agreed to try to help Willard School fill the gap of not having a librarian.  I go over to their library to do story programs for their classes.  They did ask me to come over to the school “two or three days a week to run the library as an auxiliary of your library.”  In other words, they wanted me to be their librarian. Obviously, I can’t spend half my time at their school, but you can’t blame them for trying. (Philadelphia School District has a total of eight librarians in their schools.)
Identify what you like most about your job.
I like working with the people in the community, both children and adults.  Even though this neighborhood has a lot of challenges for the residents, I enjoy working in this sort of community.  There is a sense of a real neighborhood and family as we watch children growing up.  Many who have succeeded and moved on to “better” neighborhoods come back to visit with their children.  I like that I have patrons here whom I have known for many years, and that I know many members of their extended families.  I enjoy working with the staff at Impact Services to help make the park a better place.  And, this year we have developed our relationship with Jose Benitez and Elvis Rosado at Prevention Point.  I love that we do the afterschool lunch program provided by the USDA, and the way that MPS staff and other FLP staff help Maria and her cousin feed the homeless.  I love our children.  They are, in many ways, unspoiled and excited to do almost any kind of craft or other project we suggest.  We have our regulars who come in every day, for their daily dose of attention, so we really get to know them and get attached to them.  It is so sweet to just have the time to talk to little people. (McPherson has a regular crowd of 40 - 55 children to come almost every day after school)
I am still a book person at heart.  I enjoy being around books.  I love that I have three ladies who come sit at my desk to chat about new books, classic books, favorite authors, etc.  I have one woman who is joining me in a challenge to read, or at least try, the books on a list of classics we found.  The FLP’s electronic resources excite me.  I love to tell patrons about Hoopla, Zinio, and Overdrive; and to show them how to access those resources.

Achievements
What are your most significant accomplishments and contributions in 2016.


What accomplishment and achievements are you the proudest of?
I am proud of the way that we have taken on the drug crisis.  (The location talked about in this article is just a few blocks away from the library.  The park surrounding the library is also a very popular spot for drug users.  Over 800 needles were collected in a one month period in late 2016.) With the support of Lynn Williamson, Jose and Elvis, and yourself, we came up with a plan that is working well for the bathroom.  I am proud of the logbook and procedures implemented to help us identify problem patrons.  (There have been numerous overdoses in the public bathroom at the library in the last year.  First they began requiring ID's to use the bathroom.  Then, they added a five minute time limit, which was very hard for the existing staff to monitor.  They now have two part-time bathroom attendants who collect the id, keep the logbook [this has really helped in the case of OD], and set the timer.  The attendants are provided through a partnership with Project Home.)
It took a while and lots of persuasion, but we are now seeing more police in the park and in the library.

What work are you performing that is outside the scope of your current job description?

I am giving out lunches when Maria is absent, and doing the associated weekly paperwork for the lunch program. 
I helped a graduate student from Jefferson hospital find senior citizen contacts in the neighborhood for a project she was doing.  This turned out to be more involved than I anticipated.  However, she rewarded us with medical toys, which the children have adored.  I cannot tell you how many times I’ve had my ears checked and my blood pressure taken.
I worked with a Cub Scout troop to distribute hats, gloves, and scarves to the neighborhood children.
Goals
What job-related goals would you like to accomplish in 2017?
Help our children and adults bridge the technology gap.  Our patrons are still not as tech savvy as they should be in the 21st century.  They know how to play games, but they don’t know how to research, use Word to finish school assignments, download ebooks, etc.



Friday, August 19, 2016

KaWhat!?! KaHoot.it - Job Description Trivia


At several points during the last few years, I have heard staff in various positions question whether a particular task was their job, or not.  Things like this are what get my wheels turning.  How can I address this without lecturing (to which no one would listen), or doing some dry, boring activity. Fortunately, my co-worker attended a presentation by the Free Library's New American's committee and they used Kahoot! in order to present some facts and figures about immigration in the U.S. Perfect!

Kahoot! is an online interactive platform that allows you to design a trivia game or lesson that participants use their individual devices in order to answer the questions. (Click on the word Kahoot! to go to the site.) Score is kept and progress is shown on the screen after every questions.

We did the exercise at our last cluster meeting.  Hilarity ensued, and Aha moments occurred.  I do believe a number of people were surprised by some of the answers.  Below is a screen shot of the questions we asked.  All of the answers were validated afterwards in a PowerPoint presentation that directly quoted the job descriptions and the Customer Service Policy, which I informed the group trumps job descriptions every time. To see the slides, click here.  If there are FLP Cluster Leaders, or other staff out there who are interested in using our Kahoot! I believe this link : https://play.kahoot.it/#/k/8c43b775-a61e-4a3d-89bd-eb60468bb9be will take you there.





Friday, June 10, 2016

Patron Bill of Rights - The Final Draft

The staff of North Philadelphia Neighborhood Libraries has, over the course of multiple Cluster meetings, worked on developing the statement below.  This entire process has been described in previous blog posts.  At the June meeting, we took a final look at this document, and realized there was no mention of computers in our initial draft.  Since this is the purpose for the majority of visits at our libraries, it needed to be added.  Currently, all staff agree that this statement addresses all of the primary areas of providing good customer service.  It will be posted in our workrooms, as a reminder to all staff why it should be that we come to work each day.

Patron Bill of Rights
When patrons enter any of the libraries in North Philadelphia, they have the right to expect:
  • Courteous, friendly staff with a willingness to listen
  • Clean, safe, and comfortable building
  • Staff to give accurate information and/or appropriate referrals 
  • Access to working PC's with staff able to give appropriate assistance as needed

We are still in the process of working on a similar statement for staff, and have a draft.  More to come on that later.

Tuesday, May 24, 2016

Bringing Nature Inside at the Libary

There has been much research and many studies recently regarding the effects of nature and natural materials on the psyches of children and adults.  The link below will lead you to some of them, however, to sum it all up; children and adults need nature in their lives.  (http://www.childrenandnature.org/documents/C118/ )

In several previous posts, I've described the six libraries in the North Philadelphia Cluster in many ways. This time I'll describe their settings in regards to the availability of nature and natural settings.

Three of the libraries have little or no nature close at hand. Kensington, has no grass, trees, or any other type of natural growth immediately on its property.  Ramonita de Rodriguez  and Cecil B. Moore each have a couple of small trees in the front, but, otherwise nothing else.  Widener has a small area of grass behind the library, which has been used for various programs involving nature. Lillian Marrero has a fenced-in yard surrounding it. And, McPherson Square sits in the middle of a large square, which would be wonderful, if it wasn't also known as "Needle Park"as it sits at the epicenter of the heroin trade.  Long story short, there isn't much opportunity for programs involving nature outside of our libraries.  What do you do?

Of course, you bring nature into the library.  I have, on several occasions, attended the Nature Play Study Group organized by DVAEYC.  It is attended by a number of teachers from preschools that have outdoor classrooms or access to forested areas.  There are also people from other types of organizations who are interested in this topic. I attend each meeting with the primary purpose of considering how to adapt the activities to take place in a library setting.

We have done some very simple things, like using sweet gum tree balls and small pine cones with
the kitchen sets instead of purchased play food.  (The play food tends to disappear rather quickly, and the children do not put the natural items in their mouths.)










Tree cookies are another item which works well in the library.  They are
good for building, counting, as loose parts to be used with wooden blocks, examining textures, and every other thing the children can dream up.
















There are several ideas we have and will make them available as soon as we have the materials needed.  An example is this simple building project that uses twigs and stones.

These are very small efforts, indeed.  However, at the rate these items go home in pockets and bags, and need to be replaced by librarians and others, it become apparent that the children are fascinated by these natural objects and don't always need store-bought pretend food or other things.


The staff of the North Philadelphia Cluster think I'm a little obsessed with this, and maybe I am.  Here is an article from the National Association of the Education of Young Children to back me up.  Also, if you are in Philadelphia, we will happily accept donations of pine cones, pebbles, tree cookies, and other natural objects.

NAEYC
http://www.naeyc.org/tyc/article/connecting-young-children-with-nature



















Friday, May 13, 2016

In a world of change ...

"In a world of change, the learners shall inherit the earth, while the learned shall find themselves perfectly suited for a world that no longer exists."  Eric Hoffer

I heard this quote while attending a seminar titled, "The Leaders Role and Responsibility as Mentor" presented by Dr. Chip Bell, and it made an immediate impression on me.  I started to look back on the approximately two and a half years of North Philadelphia Neighborhood Libraries Cluster.  There has been a natural ebb and flow of the group coming together and then drifting apart, into what looks like a dysfunctional family.  There is a closeness and a camaraderie that is only found in groups that have worked together over time, along with the type of tattle-tailing and bickering that frequently happens with siblings.  I don't see this as a bad thing.

We see this with staff.  The people who have "learned" or accepted new ways have had an easier time adapting.  Those who were sure they knew what it is all about took longer to catch up.  I've noticed those are sometimes the ones sitting in the back of the meeting with their arms crossed, or they are the people who always seem to have some other important commitment when cluster meetings are scheduled.  The rest of us are having much more fun discovering new and different ways to do thing.

My thinking then expanded to the wider FLP world, specifically, the staff forums. Who are the people we hear from most on those forums?  The learners or the learned?  Who are the persistent nay-sayers? And, who are the voices of reason that occasionally pop up?

I asked a few different people what they thought about this quote, and got the response below from one of them.

"I feel like this implies a willingness to change and adapt.

We see this now with highly educated people who refused to learn/ keep up with technology-  and now they are totally left behind and out of the loop on many current events, innovations, discoveries, etc.

We see this with librarians (and Las) who refuse to accept and adapt to the changing nature of what our job is and insist on reference and books being everything."

I would be interested to hear other people's thoughts on this.

Friday, March 4, 2016

Empathy and a Bill of Rights for Patrons and Staff

At our March 2016 cluster meeting, we had a very nice presentation by the Stephen and Sandra Sheller 11th Street Family Health Services of Drexel University.  The staff at Ramonita G de Rogriguez library have developed an active collaboration with the health center, and wanted to be sure all of the cluster staff were familiar with their services in order to be able to refer patrons as appropriate.  Also, there are several other health centers in North Philadelphia who offer similar types of services. It is helpful that all of the staff are aware of them.

After the presentation, and a break, we were FINALLY able to get back to the work of creating a bill of rights (for lack of a better term right now) for patrons and a separate one for staff.  In other words, what can a patron expect when they walk into one of our libraries.
This process started in September and October  with exercises to begin to think about our patrons.  These are described here.  In November we talked about walking in each other's shoes and about the perceptions each person has about the other's jobs.  That is described here

At this meeting, after yet another soapbox speech by me about the importance of good customer service, staff self-selected whether they wanted to work on patron rights, or staff rights.  I was very pleased that the majority wanted to work on patron rights.  They were divided into groups of 3 - 4 and with newsprint and markers went to work.

Step two of the process involved them "voting" for the points they felt were most important to them using stickers.  Photos of the "voting" process and the completed sheets are at the bottom.

After the meeting, I and a colleague carefully reviewed all of the sheets and boiled down all of the information to the statements below.  This does not complete the process.  This information will be shared back with all of the staff for them to review for anything that is missing, or items they feel should not be there. Additionally, I imagine some wordsmithing will happen.

When completed, these documents will be made into posters for display in the staff workrooms as a reminder.  They are not meant to become public documents.


Patron Bill of Rights

  • Courteous, friendly staff with a willingness to listen
  • Clean, safe, and comfortable building
  • Expect all staff to give accurate information and/or appropriate referrals 

Quality of Work life Expectations
  • Mutual respect and common courtesy
  • Work as a team – support each other beyond job class
  • Communication at all levels
    • Updates on policies, events, patrons, potential problems, etc.
    • Expectation that email will be read on a daily basis
  • Adequate and timely training
  • Tidy, clean, and safe facilities
  • Adequate staff
  • Adequate supplies 

















Tuesday, November 10, 2015

What we think of each other's jobs - Part two of Developing Empathy

We did a group activity at the November meeting of the North Philadelphia Neighborhood Libraries. The group was divided  by their job classes.  Municipal Guards. Library Assistant 1's.  Digital Resource Specialists with Library Assistant 2s/3s.  Librarians and Librarian Supervisors were also together.  Each group was charged with developing a list of the five best and worst parts of each of the other groups' jobs based on their own perceptions. Then, each group was tasked with determining the best/worst parts of their own jobs.  Here are the results of that exercise.


Library Assistant 1's


The Municipal Guards thought:

Best /Easiest

  1. They get rotating desk shift
  2. Shop online
  3. A lot of free time
  4. First impression patrons get of the library's tone
  5. If they like you they "got ya" back
Worse /Hardest

  1. If they don't like you, they DON'T have your back
  2. Too much idle time
  3. They like to be security
  4. They want things to go their way all the time
  5. They have to listen to two supervisors

The Library Assistant 2's, 3's and Digital Resource Specialists thought:

Best / Easiest
  1. Lack of responsibility
  2. Repetition of work
  3. Advancement Opportunities
  4. Processing Materials
  5. Overtime available
Worse / Hardest
  1. Various interpretations of Rules / Policies
  2. Dealing with irate patrons
  3. Coworker relationships
  4. Poor leadership
  5. No proper training - consistency

The Librarians thought:

Best / Easiest
  1. Helpful options
  2. First face - greeter - get to know names
  3. Finger on the pulse (really know what is going on)
  4. Shelving - keeping in order - meditative
  5. Not in charge - pass them on
Worse / Hardest
  1. Saying, "You owe money"
  2. First problem receiver
  3. REALLY know what's going on
  4. Chaos
  5. Bathroom Monitor

The real story according to the LA 1's.

Best / Easiest
  1. Don't have to order supplies
  2. Being on the front line
  3. :)
Worse / Hardest
  1. Making cards continuously for the same people
  2. Being on the front line
  3. Can't satisfy everyone
  4. Pay

Library Assistant 2's, 3's & Digital Resource Specialists (DRS)

The Library Assistant 1's thought:

Best / Easiest
  1. They provide training
  2. Resourceful
  3. Having a great staff to work with
Worse / Hardest
  1. Have to keep track of paperwork
  2. Dealing with patrons with no computer experience
  3. Ordering Supplies
  4. Being innovative when you have nothing to work with

The Municipal Guards thought:


Best / Easiest
  1. They really know their job
  2. They love their job
  3. They really step up when the time comes
  4. They get to schedule computer programming & the lab
  5. They order our supplies
Worse / Hardest
  1. They think they run the library
  2. Responsible for the money
  3. They can do yearly reviews
  4. They try to boss you around
  5. They have to do the scheduling for all the LA's

The Librarians thought:

Best / Easiest
  1. Team Leader - Learn Leadership Skills
  2. Training new staff 
  3. Trusted
  4. More variety
  5. Digital Resource Specialists can really specialize
  6. They see results / rewarding
Worse / Hardest

  1. Caught in the middle (mediator)
  2. Same as LA1
  3. Keeping up with changes - AS 45 issues
  4. Scheduling when short / Keeping track of fairness
  5. DRS - Dealing with frustrated computer users

The real story according to the LA 2's, 3's & DRS.

Best / Easiest

  1. Delegating
  2. Pay increase
  3. More input
  4. More responsibilities
  5. Creating team environment
Worse / Hardest
  1. Delegating
  2. Repeating yourself
  3. Separating work relationships
  4. Staff scheduling
  5. Negative attitudes

Municipal Guards

The Library Assistant 2's, 3's & Digital Resource Specialists thought:

Best / Easiest
  1. Down time
  2. Meet many people / i.e. buildings / contractors
  3. Financially rewarding
  4. Uniform by employer
  5. Work station
Worse / Hardest
  1. Grounds Keeping
  2. Bathroom cleaning
  3. Handling difficult patrons
  4. Securing building
  5. Essential personnel

The Library Assistant 1's thought:

Best / Easiest
  1. No LA duties
  2. Get to walk around
  3. Get to put people out
  4. Offer coworkers a sense of protection & safety
  5. Uniforms show patrons exactly who they are
Worse / Hardest

  1. Unruly patrons
  2. Cleaning public bathrooms
  3. Grounds-keeping (grass, snow, etc)
  4. Some guards not properly trained
  5. Dual job (guard & custodian)

The Librarians thought:

Best / Easiest

  1. Seeing immediate results of their work
  2. Variety
  3. Get to be outside when its nice
  4. Relationships (talking time to talk)
  5. Creating safety / haven


Worse / Hardest
  1. Cleaning bathrooms
  2. Emergency cleaning
  3. Problem patrons
  4. Constant awareness
  5. Shoveling snow

What the Municipal Guards had to say:

Best / Easiest
??????? (They ran out of time)
Worse / Hardest
  1. Cleaning toilets
  2. Grass
  3. Babysitter
  4. Shovel snow
  5. Lack of good equipment
  6. Underpaid
  7. Clean up behind people
  8. Have to deal with problem patrons

Librarians

What the Library Assistant 2's, 3's & Digital Resource Specialists thought:

Best / Easiest
  1. Sit down
  2. Execute their vision
  3. Help patrons
  4. Spend Grassroots money
  5. Salary
Worse / Hardest
  1. Managing staff
  2. Writing reports / evaluations
  3. Difficult decisions about patrons
  4. Communication with staff
  5. Dual roles

What the Library Assistant 1's had to say:

Best / Easiest
  1. Reference questions
  2. Don't work circulation desk
  3. Going on outreach
  4. They don't have to do library cards
  5. Don't have to do money drawer
Worse / Hardest
  1. Managing staff
  2. Being on floor all day
  3. When to enforce policies
  4. Dealing with building issues
  5. Dealing with disgruntled patrons

What the Municipal Guards thought:

Best / Easiest
  1. They get a nice check
  2. Responsible for the branch
  3. Get to decide how to spend Grassroots
  4. They get to do outreach
  5. If they like you they have your back
Worse / Hardest
  1. Have to deal with everyone
  2. Take public's side
  3. Disrespectful to guard
  4. Listen to LA's
  5. They have to make the final decision

And, the Librarians say:

(They actually did two.  One for generic "Librarian" and one for "Library Supervisors/Branch Managers")

Librarian

Best / Easiest
  1. Focus on programming
  2. Focus on patron service
  3. Relationships
  4. Buying stuff
  5. Reference Questions
  6. Not so many staff issues
  7. Vocational calling
Worse / Hardest
  1. Staff issues (without formal authority)
  2. Being Acting LS1
  3. LS1 not letting me do what I need to do (micromanages)
  4. Job insecurity
  5. Lack of respect / understanding of vocation

Library Supervisor (LS1) / Branch Manager

Best / Easiest
  1. Authority
  2. Learning new things
  3. Still a librarian
  4. More diversity in job
  5. Setting the tone of the library
Worse / Hardest
  1. Telling people no
  2. Policy interpretation / access to policy
  3. Mediating
  4. Scheduling fairly
  5. Keeping the building open
  6. Ninja problem staff
Note:  I did very little editing to these responses.  All have been transcribed to the best of my ability.