On Monday, October 5, Jefferson County hosted its annual Champion Awards celebration. To kick off Customer Service Week, Jefferson County celebrated Everyday Heroes by honoring 10 employees and/or teams who exemplify customer-service excellence.
A record number of Jefferson County Public Library (JCPL) teams and employees were nominated for awards this year, and JCPL had three of the 10 winners.
Library 2 You
Transformational customer service defines and describes this team that was newly formed in July 2014 and has gone above and beyond reinventing how they approach serving customers outside library walls. They do an outstanding job in bringing library services and resources to patrons through their bookmobile service, home services to patrons who do not have the ability to be mobile and are home bound. They also serve patrons of all ages at family stops, serve over 600 senior patrons in senior and assisted living centers in Jefferson County, and serve incarcerated patrons by taking the bookmobile to the Federal Corrections Center. The team has seen a 46 percent increase in circulation of their materials from last year, doubled the number of volunteers who assist Library 2 You, and eliminated isolation of seniors through an innovative Dial–A-Book Club initiative.
The Golden Library Remodel Team
Last summer, the Golden Library was closed for 12 weeks for an extensive remodel. The question arose – how do you provide Library services to the community when your building is closed? Through the dedication of many JCPL staff, led by Library Manager Carroll Mannino, services to patrons continued with:
- Story times at the Golden Community Center
- Adult Book Group meetings at a local Starbucks
- Teen Advisory Board and DIY Explorers Club meetings at Golden High School
- Young Readers Club meetings at the Astor House
- Bookmobile visits (pick up and returns) in the parking lot of the Golden Library.
The preparation and coordination of moving these events to other locations was monumental. Golden Library staff jumped in and helped when needed; those assigned to other Libraries during the closure accepted their new assignments and locations with enthusiasm. When it came time to reopen the Golden Library, staff was on hand with the HUGE task of restocking the Library with a new collection. Through their efforts, we were able to maintain key services during the closure, and we now have a beautiful, state-of-the-art Library for all to enjoy.
Librarian Sean Eads
There are many things Sean does – but specifically in the technology assistance and the individualized customer service arenas. Example: a patron asked if they could have the Sunday New York Times magazine when we get rid of two month old newspapers. Every month Sean makes sure to get it out of the recycle bin and saves it for the patron. Sean is also the go-to guy for difficult-to-solve technology questions from patrons who bring an incredible variety of electronic devices in with no idea of how to use them or what they can do. His patience with these patrons is outstanding.
Three others were nominated as well: The Columbine Library Operations Team and employees Janell Kerski, Patron Experience Associate, and Polly Tagg, Patron Experience Supervisor.
Congratulations to the 2015 Customer Service Champion award winners and all Library nominees!