Expectations:
Follow the chain of communication. Supervisors communicate with staff in a variety of ways -- TCC email is the primary method of communication, but there will also be individual meetings and staff meetings.
Bring your concerns and questions to your supervisor first.
Request a meeting higher up the chain of command if necessary.
Copy supervisor on HelpDesk and Facilities emails.
Attend staff meetings.
Sign up for TCC Alerts to receive messages about closures and late openings.
Daily responsibilities:
Read your TCC email as this is the primary method of communication.
Check the Outlook shared calendar.
Check in with supervisor near beginning of shift.
Wear your name badge in the public areas of the library so patrons can easily identify you as staff and will feel more comfortable seeking assistance.
Refrain from personal reading (magazines, personal web searches, games, Facebook, etc.) at Service Points.
Refrain from long or loud conversations at the Service Points.
Arrive to the scheduled service point on time or early. If you are going to be late, inform those on the desk.
Do not use headphones or earbuds at the Service Points.
Refrain from hanging around desks where you are not assigned.
Only staff should be behind Service Desks, offices, and in workrooms.
Be approachable and ready to help. Greet patrons as they come to the desk.
Since staff and customers have varying sensitivities to scents, please be respectful of others and don’t spray scents at work, particularly in any areas where there can be a lot of people.
Remember your library voice.
Be ready to move! Don't just point -- when possible, help patrons find what they're looking for.
Answer the phone promptly. Deliver detailed messages to other staff as quickly as possible.
Maintain good customer service standards for internal customers (your coworkers, supervisors, fellow TCC and VBPL staff) as well as external customers (students and community patrons.
Do not talk about patrons or coworkers at the Service Points or in any public area.
Be conscious of your demeanor at the desk -- Do you appear open, approachable, and helpful? Or do you appear distracted or preoccupied? Perception is everything -- smile at patrons as they walk by, proactively ask if they need help, and keep a positive tone in your voice in person and over the phone.
Personal cell phones and electronic devices should not be used at a service point unless needed to log in via MFA or troubleshoot a technical problem. Talking, texting, or playing on a device while at a service point does not convey the message of helpfulness we are trying to convey. If you must have your phone, please refrain from using it at the service points. If you need to make a call, get coverage for the desk and step away from the service area.
The phones at the service points are reserved for incoming calls and outgoing calls related to reference, circulation, or the computer lab. Other phone calls should be conducted away from the service points. (Patrons may use the phones to make emergency or quick phones calls. Please remind the patron that it is a business line and to keep it short. Dial the number to ensure it is a local number (not long distance numbers).
ALL staff are responsible for explaining and applying library policies to patrons and/or referring policy matters to the appropriate manager.
Statistics are collected for all library services, and most are included in the library’s annual report. The annual report documents the achievements of library staff and departments through the fiscal year as well as goals for the coming year. Results can be viewed instantaneously.
New staff need to register or have accounts created for the following resources and services:
Email set up by Helpdesk, access to Outlook (should automatically be added to relevant distribution lists and the eDirectory)
Access to proxies in Outlook
Access to Q:\LRCData
Access to Microsoft Teams (see Naomi Riddick)
Username and password for myTCC (Canvas, Student Information System, HRMS)
Alma username and pwd (same as myTCC); Alma roles are requested by Sharleen Parker
Username and password for Payline (see HR), your source for personal earnings, benefits and leave information
GOBI and MidWest Tapes accounts for collection development
Springshare resources (LibGuides, LibCal, LibStaffer, etc.) (Mary Hanlin, Brittany Horn)
LincSite: supervisor can submit a VCCS Help Ticket to Tara or Emily, including which forums the new staff member needs to have access to
LincSite: supervisor can submit a VCCS Help Ticket to Tara or Emily, including which forums the new staff member needs to have access to
Although TCC does not enforce a dress code for employees, librarians and staff are encouraged to wear business casual attire. Clothing should be clean, practical, and suitable to the situation. Less formal dress is appropriate for activities such as shifting or rearranging furniture, but more formal dress is appropriate for governance committee meetings. All staff are expected to wear TCC nametags while on-duty in public areas of the library and the College.
Requests to Conduct Research in the Libraries (per email from Curt Aasen 3/25/2015)
Any and all external research requests should be directed to either me or Dr. [Woodhouse]. I will need to have a copy of the researcher’s dissertation methodology section, letter of approval from their university’s IRB or other human research oversight board, and an administrative sponsor at TCC such as yourself or Bruce Brunson at the CMVE (in the case of veteran or active duty military focused research.) At that point a decision will be made by us whether or not to allow TCC as a research site.
We disbanded our own IRB several years ago replacing it with an agreement with EMVS to use their IRB for our own research requirements. External researchers must have IRB approval from their own institution’s IRB (only one IRB approval is required for human subject research).
Per Steve Litherland's 7/28/17 email: Classified and wage staff may not be in a campus library outside operating hours unless scheduled by their supervisor.
Per Curt Aasen's 5/2/16 email:
TCC Policy 1104 (Privacy) restricts the emailing of personal information (PI). The policy states:
“Authorized data files that contain PI and that need to be shared with other employees in the conduct of their assigned job responsibilities will be stored in a ‘shared directory’ such that access is controlled through the college’s centrally managed network security procedures.”
Secure transfer is currently conducted by establishing Q-drive folders and assigning rights to specific individuals. While this may be an appropriate method for certain workgroups, it can be cumbersome and difficult to manage.
The SharePoint content management system, which is the platform of TCC’s new intranet, offers a better solution, the Secure File Transfer app.
Benefits of the Secure File Transfer app:
In order to be in compliance with Policy 1104, the transmission of PI should only be through the Secure File Transfer app or established Q-drive procedures. If we all do this, outside entities will be not able to access this information.
You can start using the Secure File Transfer app immediately:
Additional information is under the Frequently Asked Questions button.