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Service Recovery Toolkit: Delivering Contactless Services - Shared screen with speaker view
Isobel Hunter
20:01
Please type comments and questions in the chat line and we will respond as we go along, or bring you in to the Q and A session
Jane Carnie
22:16
Does HLS have dedicated stock?
Martin Burton
23:49
we’ve been running since lockdown and moved stock from libraries and concentrated on delivery from specific libraries to minimise cleaning , we’ve also delivered to vulnerable families
Darren Smart
24:16
ours is integrated in the sense can request stock from any lib but for browsing has own allocation
adele_karwat
25:58
For HD we've introduced cloth bags which are washed after the 72 hour quarantine return period ready for reuse.
Angela Redfern
26:29
We're changing to cloth bags too
Mirka Duxberry
26:31
Do you have HLS customers who are too frail to get the books from their front door?
christina evans
26:47
Kathryn how many do you have in total that use the home library service?
adele_karwat
27:13
We also clarify on the day of the delivery that the customer isn't displaying any symptoms and run through the drop off process...helpful to those customers who are a little forgetful.
Darren Smart
27:16
has PHE. advise re no quarantine required between staff handling and customer taking?
sean.martin
27:34
do you have HLS customers in flats or sheltered accommodation?
Mirka Duxberry
27:36
Do you have a specific vehicle just for the HLS, or is do staff use their own?
Amy Jones
27:56
Our stock is also integrated and we have had limited access to our stock to supply and deliver to both our usual HLS and our additional shielding customers. So supplying specific titles is not possible currently. Focussing on genre selections.
Kathryn Harrison
27:58
q re hls gloves how often are they changed?after each customer?
Julie Mann
28:02
Do staff use their own vehicles to deliver HRS or council ones?
Jack
28:14
What support did you put in place to improve staff confidence and alleviate worries
HELEN’s iPad
28:23
do items need to be doubled bagged and sealed before being delivered to home library customers?
Darren Smart
28:25
their own for us
Judy France
28:35
We have also been delivering a doorstep HLS delivery, but how have you coped with customers who can't get to the door?
julieredfearn
28:51
Kathryn, gloves will be changed after each delivery and hands sanitized before starting the engine.
Darren Smart
29:04
no need to double bag but tied is good practice
Barbara
29:06
Do you deliver and collect at the same point of make two seperate journeys?
Angela Redfern
29:33
We will put into bags at least 3 days before delivery
Darren Smart
29:48
we are collecting & delivering at the same time
adele_karwat
29:54
Thanks Kathryn, we've had the same positive response from customers .. service is a life line
Barbican & Community Libraries
30:46
Kathryn, please will you share your van RA? Just doing ours now so this will be helpful
Barbara
31:01
Darren, do you keep the collected books seperate from those you are delivering?
Darren Smart
31:11
Good to hear how others are doing HLS, thanks for sharing Kathryn
Darren Smart
32:11
how are your staff handling the returned stock to avoid cross contamination?
Peter Aspinall
32:35
Hi Kathryn - great presentation any chance you can share Risk Assessment? thanks Pete (Wirral Libraries)
Darren Smart
33:10
We have two boxes one for deliveries & one for collections side be side in the boot
Cheryl Siddall
33:46
Hi Kathryn, sounds like it’s really going well. like peter I’d appreciate sight of R.A. pls
Tracey
33:56
What PPE are home delivery staff provided with and expected to wear?
Darren Smart
35:29
gloves, hand sanitiser & masks but latter is only for use if have to go into small area to deliver ie down a corridor
Darren Smart
36:20
re washing hands, hard to do when out on round for several hours
Sue Eustace
36:47
I would appreciate the RA for this.
Darren Smart
37:17
Can get small, portable wash set ups for vans & mobile libraries
Darren Smart
39:02
will do but has to be post meeting as not on work PC currently
Trisha Ward
39:22
Libraries Connected Guidance suggests don't use face visors. We have concerns about staff managing queues and impact on people who are hearing impaired. is there a reason for the advice re visors?
Peter Aspinall
39:33
Thanks a lot Kathryn
Annie Owen
40:04
Thanks x
Amy Jones
40:13
Thanks x
Mirka Duxberry
40:29
Thank you Kathryn:-)
Kathryn Boothroyd
40:38
Thanks for comments everyone, I'll send RAs through, if there's anything else let me know
Kathryn Boothroyd
43:54
kathrynboothroyd@sthelens.gov.uk
hpitman001
43:57
Thanks Kathryn very helpful
Darren Smart
44:41
the evidence does not support general browsing activities being safe only low risk. this is why many shop types have controls to reduce risk i.e. no handling etc
Kathryn Harrison
44:49
yes that was great Kathryn thanks
adenike johnson
46:24
It is important to think about the double impact on BAME communities who have been disproportionately affected by Covid and the added trauma now of George Floyd's murder and the increasing awareness of racism in society.
Kathryn Boothroyd
46:29
We've removed seating, tables, comfort factors
Deborah
46:39
thanks Kathryn can I have a copy of RA plz
Jack
47:23
thanks Kathryn
Lesley Sim
48:26
Waterstones are having bins for people to put books they have picked up into but are not buying so they can be pt aside for 72 hours - are people planning this?
Carol Stump
48:35
re: BAME staff we will have risk assessments looking at this risk and individual conversations with all staff and we need to think about this for customers. A lot of our IT use is from people from BAME community and we have asylum seekers and refugees to consider
Darren Smart
48:40
cleaning hands regularly helps and appreciate need but is there evidence this is safe. Copying retail assumes they followed a evidence-led approach and they haven'trisk based
Kathryn Boothroyd
49:07
We are looking at bins or tables for people to put stock onto, so it can be quarantined
Darren Smart
49:27
likewise for us
Angela Redfern
49:32
same here
Barbican & Community Libraries
49:36
We're allowing browsing from the off. Sanitising hands on entry, limiting dwell time and removing all the chairs to discourage lingering
Kathryn Boothroyd
50:25
We are letting people use public loos, but not using staff facilities
Diane Wright
50:26
Are you reintroducing requests? We are concerned about opening up our requests because of moving them around the county
dlsah
50:37
Have you considered browsing PLUS a click and collect service?
Darren Smart
50:47
libraries do not have legal right to insist on face coverings - can request but not enforce as requires primary legislation change as done for TFL
Kathryn Boothroyd
51:00
Returns campaign being planned for us too,
Mark Heaton
51:23
In Rotherham we are considering call and collect prior to opening to public, as an interim step
Stephen Walters
51:24
Public health in Gateshead in no way would be encouraging browsing here yet.
Sharon Collins
51:59
Mark are you looking at opening all 9 sites at once?
Stephen Walters
52:10
There is a challenge re promoting a positive limited service, whilst moving much slower than the private sector.
Mark Freeman
52:21
No Sharon, we are looking at opening only the larger sites
Mark Freeman
52:39
for us that would be five, with a new building opening to make six in August
christina evans
52:39
Our staff have been offered basic sign language course from the council which was a hit.
Barbican & Community Libraries
52:46
We're looking at a hybrid of order and collect and browsing. We want people to stay engaged with us in a way they feel confident. We believe many will return stuff and go. Giving them the option to order and collect may keep them borrowing
Darren Smart
53:23
visors are not aerosol proof as they have significant gap below & edges
Mark Heaton
53:36
Those opening some libraries ... do you open the big ones first or the small ones?
Mark Freeman
54:06
We're going for the larger ones Mark
Cheryl Siddall
54:18
Warrington are also doing a hybrid also.
Karen Heathcote
54:29
and Tameside
christina evans
54:34
Larger ones first, then medium ones, then small/community is the plan currently for us in Somerset.
Robert.Prosser
54:41
Barnet just going for large libraries.
Dave Lloyd
54:42
Coventry planning for click and collect and small scale browsing from new best seller items
Kathryn Harrison
54:54
we are piloting in 3 small and then moving to 2 larger in Wakefield
adele_karwat
55:16
Blackburn plans to do both, feel collection service may go on for some time with customers being anxious about coming into buildings
Darren Smart
55:24
hi Mark size is not key it is how snugly they fit the face, Beards also lower effectiveness
Kanta.Pindoria
55:26
In Brent we're planning to open large libraries first. Mostly return and small scale browsing and Home Library Service.
Kathryn Boothroyd
55:30
I agree Adele, we're going to do both
Carol Newman
56:02
Inspire in Nottinghamshire will be offering browsing and order and collect.
Cheryl Siddall
56:06
Warrington are opening hub sites first so we have a designated room with its own 1 way entrance and exit for click and collect. exit
Michelle Gannon
56:53
We are going for a phased approach - returns only for 2/3 weeks, followed by click call and collect and then Grab and go. Idea is to go slow
Sharon.Kirkpatrick
56:57
In Dorset we are looking at a phased approach, Home Library Service has started, next Order and Collect from 6th July and then phased approach to opening the libraries with all the measures in place.
Darren Smart
57:24
Kent are starting with click & collect, a HLS and MLS offer. We want to bring back browsing but only when evidence supports safe to do so
Peter Aspinall
58:10
Wirral doing phased approach. Order and Collect in 4 Centrals with no browsing in this phase.
chrys mellor
58:13
North Yorkshire going for phased approach, some community libraries already offering 'click/collect'
Anita Luby
58:20
In Redbridge we are planning on opening larger libraries first and small ones last. Also triaging people in the queue and directing customers to the relevant part of the building so that they are not wandering around looking for where and what they need. Looking at Click n Collect, Grab n Go and also limited browsing all operating in tandem.
medwa
58:48
interested to know about MLS offer, Darren
Angela Redfern
58:52
We have removed ref and closed study rooms too
Stephen Walters
59:02
I am a convert to delaying browsing. There certainly are local differences. I am sure the public will have higher expectations. It may come soon, but will build employee confidence first. (Gateshead).
Jackie
59:07
Kent expects to keep click & collect when browsing returns to extend our book offer
Darren Smart
59:11
Kent have been using return bins & will continue to do so
Catherine Clark
59:11
In some Cumbrian libraries we were thinking of putting trolleys around and asking people who have picked up books to leave them on there to quarantine. We may think again given what Isobel said. Thank you
Stephen Walters
59:35
yes definitely keep ‘ring and read’ once browsing does start....
christina evans
01:01:19
Has anyone been running any building resilience courses for staff?
Dave Lloyd
01:02:32
All staff in Coventry (Council not just Libraries) will need to complete a health and well-being questionairre before returning to work
kholford
01:02:33
Hi, Worcestershire have run a series of resilience courses and webinars for staff
julieredfearn
01:03:01
In Kirklees, we have coffee and chat sessions just for wellbeing - sometimes with just staff only. We have had mental health first aid training with a provider for staff.
Kathryn Boothroyd
01:03:17
Good advice Carol
chrys mellor
01:05:30
would be interested to hear more on Worcestershires resilience courses
julieredfearn
01:05:35
In Kirklees, we have also encouraged staff to underatke self development via online courses etc. Really helped to build confidence.
Mark Freeman
01:05:39
We've got the same issue Anita - we share our sites with a number of different organisations including one library co-located with a Building Society, so we'll need to triage queues too.
Barbican & Community Libraries
01:05:42
Agree with Anita re managing expectations via comms, triage etc. We're doing the same
christina evans
01:06:32
I know with our comms even being v. clear, the press has already misconstrued what is happening. So my rec. is don't put a date on anything!
Sophia Richards (Libraries)
01:07:23
We are doing some short video guides to help people know what to expect
Mark Freeman
01:07:25
Definitely Christina!
Darren Smart
01:07:40
we have promoted online training as well as making befriending calls to HLS & MLS customers
christina evans
01:08:17
Love that idea Sophia, might get Olly to steal that for Somerset :)
Darren Smart
01:08:58
and us, thanks Sophia
Louise Judge
01:09:01
Great Idea Sophia - perhaps a LW idea? I think we’ll borrow it in b&NES too.
PUGHK
01:09:25
Can I ask? Will anyone be making any Pc's available for customers and what about people requiring photocopying? Is anyone going to offer this service?
julieredfearn
01:09:32
Thank you, some really positive chat and questions today.
Jack
01:10:01
Will computers be available
christina evans
01:10:03
We are introducing it first at our largest library (taunton) which has a separate room (glass box) where we will offer limited PC
Kathryn Harrison
01:10:10
Wakefield looking to resume when all our libraries open but relatively small authority
kholford
01:10:11
Worcestershire plan to allow customers to reserve from the place of collection only
medwa
01:10:19
Problem with county-wide requests is not all opening at the same time.
Catherine Clark
01:10:19
Cumbria here - a large county
christina evans
01:10:20
We are still debating fees etc at the moment!
Mark Freeman
01:10:30
We're assuming putting ICT back in at Stockton - we've assessed spaces to distance people and would only do on a booked session basis.
hpitman001
01:10:34
we haven't decided yet in lancashire
Mark Heaton
01:10:41
We plan to offer prebooked p.c.s use but no printing, no photocopying, no newspapers, no loitering...:-)
adele_karwat
01:10:43
Thanks all, really useful session. Bye for now
PUGHK
01:10:44
Thanks Mark
Sharon.Kirkpatrick
01:11:10
In Dorset the council has various helplines for staff to seek wellbeing support and guidance with signposting to professional services. We also offer coaching and mentoring services.
Dave Lloyd
01:11:13
No request service until we open all Libraries
Darren Smart
01:11:27
eeKent
Kathryn Harrison
01:11:29
re icy looking at in Wakefield especially central due to asylum seekers and other digitally excluded
Lisa Rowling
01:11:31
pre-booked pcs will be available in BCP
Pamela
01:11:38
We are considering making reservations "This Branch only" at first to avoid the problem of transporting stock across the county
Barbican & Community Libraries
01:11:39
Very different to a county library service but we've made a firm decision not to reintroduce requests because most of our usual customers are City workers. Only 20% of them are back in the office and that isn't going to change any time soon. So, we can't have this service until the stock comes back
chrys mellor
01:11:48
same in N Yorks - probably not thinking of reservations immediately but...………….
Stephen Walters
01:11:49
I think this will be a driving force locally for the abolition of fines and reservation charges....
Darren Smart
01:11:52
Kent are doing same as West Sussex
Mark Freeman
01:11:54
We're not going for reservations at present either. Difficulties in getting stock transferred around and time needed in checking shelves etc amongst customers.
Jenny
01:12:12
our reservations in Northumberland are free which has been a USP for us
christina evans
01:12:28
You make a good point about being within the shelves for request mark.
Jackie
01:12:55
Kent is planning to start clearing pre lockdown reservations
Kathryn Harrison
01:13:10
another great session thanks everyone, see you for next one!
Lesley Sim
01:13:17
we have approval not to charge res. fees
Mark Freeman
01:13:28
Yes, some really great questions and points made.
dlsah
01:13:33
Thank you!
Kathryn Boothroyd
01:13:34
Thanks, this has been incredibly useful for me
Sam Goodey - Vision Redbridge
01:13:34
Thank you very helpful
christina evans
01:13:37
Thanks for everyone (and thanks Darren smart for the advice)
Mark Heaton
01:13:38
Really worthwhile - thanks everyone!
Goulding Christine
01:13:39
Great session, thank you
Carol Stump
01:13:44
Great!
medwa
01:13:45
Thank you all
Mirka Duxberry
01:13:46
Thank you:-)
Angela Redfern
01:13:46
Thank you
Barbican & Community Libraries
01:13:47
Thanks everybody
Jack
01:13:50
Thank you Isobel, Kathryn and Mark, some great discussion
Anita Luby
01:13:54
Really good session, thank you to everyone who organised and spoke today to share experience
hpitman001
01:13:54
good session thanks
Sharon Collins
01:13:56
Very worthwhile
Karen (Reading)
01:13:56
Thanks
PUGHK
01:13:58
Thank you. From a Welsh perspective it's good to see what's happening in England etc.
Ben Corbridge
01:13:59
Thank you.
Fiona Tarn
01:14:01
Thank you!
Jenny
01:14:02
Very useful thank you everyone!
Sue Eustace
01:14:03
in Wakefield we are instructing staff to do shelving etc when we are not open to public
Suzannah Scott
01:14:05
Thank you
cshbsxd
01:14:11
Thank so much it has been very useful
Linda.Dobson
01:14:12
thanks everyone, take care
Mark Foster
01:14:12
Very useful, thank you
adenike johnson
01:14:13
Thanks Bye all
Karen Alvey
01:14:14
Thank-you - it’s been really useful listening to the exchange of views.
Kathleen Hindhaugh
01:14:17
Very useful session, thanks.
Daniel Andrews
01:14:19
Thank you, and see you on Monday
Tracey
01:14:21
Many thanks.
Sue Eustace
01:14:23
Thank you.
2X65!4
01:14:24
Thank you, good insight
Stephen Walters
01:14:25
thanks ...excellent. LC are knocking it out of the park...as they say
Lisa Rowling
01:14:31
thank you
Julie Mann
01:14:34
thanks
Sally Starkey
01:14:34
Thanks all