OC Public Libraries Employee Handbook 2018

Welcome to OCPL
OC Public Libraries Employee Handbook 2018


CONTENTS
Hello from the County Librarian 3
PART 1: Getting Started 4 Your First Day 5 OCCR and The County 5 Our Vision & Mission 8 How It All Started 11 Library HQ: Your Support Team 12 The Nuts & Bolts 15 It’s All About the Customer 18
PART 2: Settling In 20 Your Branch, Your Team 21 Your Work Day 24 Timesheets & Paydays 26 Technology 27 Professionalism is Everything 29
PART 3: How Am I Doing? 32 Performance Reviews 33 Learning & Growing 35
PART 4: Safety & Compliance 37
EPILOGUE 45 Employee Code of Ethics 46 Patron Code of Conduct 59 Handbook Acknowledgement Form 63


HELLO FROM THE COUNTY LIBRARIAN
WELCOME!
Welcome to OC Public Libraries, the third largest library system in the State of California. At OC Public Libraries, we believe that every employee is a valuable member of the team and contributes to our mission of empowering and enriching our communities. As the face of our organization, your day to day interaction with the public creates the image of OC Public Libraries. You were carefully selected to work at OC Public Libraries because we are certain that you will use good judgement, provide excellent customer service and portray a professional demeanor to the public.
We are excited that you are joining us and want to ensure that you are successful in your new role. This handbook will provide you with an overview of OC Public Libraries’ organization, introduce you to our culture, and clarify expectations. Please take a look and let your supervisor know if you have any questions.
We hope you will find your new role enjoyable and rewarding. Again, welcome!
Sincerely,
Helen Fried, County Librarian
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PART 1: Getting Started
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Your First Day
How is your first day so far? Overwhelmed? On information overload? Everybody around you had a very similar first day.
Relax!
We want you to succeed!
You have a supervisor to guide you, helpful coworkers around you, and this Employee Handbook to introduce you to OC Public Libraries.
Let’s get started!
WHAT IS OCCR?
OC Public Libraries is a program under OC Community Resources (OCCR) in the County of Orange. Other programs in OCCR include OC Animal Care, OC Parks, and OC Community Services.
OC Animal Care provides refuge for animals in the fourteen contract cities and unincorporated areas of Orange County, promotes community outreach and education on responsible pet ownership, provides adoption services, and enforces federal, state, and local animal control laws.
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OC Parks ensures that residents and visitors benefit from the regional parks system, educates and encourages residents and visitors to discover the parks system, responsibly manages public funds and revenues, and acquires, maintains and preserves park land.
OC Community Services links eligible customers to a wide variety of community resources that will help them to achieve self-sufficiency, seeks and secures alternate sources of funding, provides safe, affordable, and accessible housing and shelter opportunities, and provides comprehensive employment assistance and development services.
OC Public Libraries provides the community access to a wide collection of materials in multiple formats along with knowledgeable, friendly, and experienced staff to support the information needs of the community.
THE COUNTY OF ORANGE
OCCR provides services to all 3.1 million residents of Orange County. Orange County is governed by the Board of Supervisors: five elected officials that are responsible for overseeing the management of County government for their respective districts.
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Rita Fun Fact: In 1984, OCPL introduced a new library card using “state of the art” technology: barcodes. The new card featured a zebra who sported the “stripes” of the barcode. A contest was held to name the new library mascot and “Rita Book” was selected as the winning entry.
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OUR VISION & MISSION
OCPL VISION
OPEN DOORS, FREE ACCESS, COMMUNITY
OCPL MISSION
EMPOWER & ENRICH OUR COMMUNITIES
OCPL VALUES
Empower people
Serve everyone
Provide freedom of access Engender a love of reading and learning Make a difference in people’s lives
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OCPL CULTURE
OCPL STRIVES TO OCPL ENCOURAGES
 Meet the informational, educational, and recreational needs of the growing, diverse population of Orange County
 Be technology leaders in the community
 Grow our community partnerships
 Be an integral part of the education system
 Be a welcoming, inviting space for our communities
 Staff our libraries with qualified professionals
 Be fiscally sustainable
 Teamwork
 Innovation
 Creativity
 Positivity
 Good judgement
 Aspirational
environments
 Healthy workplaces
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OUR LIBRARY SYSTEM
OCPL serves 1.6 million people in our 24 member cities and unincorporated areas in 33 library branches throughout the County of Orange, plus a library in the Orangewood Children’s Home. A map of our branches may be found on our website: Library Locator
OUR BRANCH LIBRARIES
Aliso Viejo
Brea
Costa Mesa - Donald Dungan
Costa Mesa - Mesa Verde
Costa Mesa Technology
Cypress
Dana Point
El Toro
Foothill Ranch
Fountain Valley
Garden Grove Chapman
Garden Grove Main
Garden Grove Tibor Rubin
Irvine Heritage Park
Irvine Katie Wheeler
Irvine University Park
La Habra
La Palma
Ladera Ranch
Laguna Beach
Laguna Hills Technology
Laguna Niguel
Laguna Woods
Library of the Canyons
Los Alamitos/Rossmoor
Rancho Santa Margarita
San Clemente
San Juan Capistrano
Seal Beach Mary Wilson
Stanton
Tustin
Villa Park
Westminster
Does OCPL have a central library? No. OCPL does not have a central library, rather we focus on putting our resources into community branches to connect directly with those we serve.
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HOW IT ALL STARTED
OC Public Libraries began as the Orange County Free Library with its first eight branches opening to the public in August, 1921. Some of our first libraries were housed in log cabins and brick schoolhouses. Governed by the Board of Supervisors, OCPL has grown into a system of 34 community- centered libraries which serves the increasingly diverse population of Orange County. Our collection has evolved from traditional books and periodicals to include various digital formats in numerous languages. In addition to information resources, each branch offers a wide range of recreational and enrichment programs for children, families, and adults.
Garden Grove Library, 1956
Laguna Beach Library, 1940
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LIBRARY HQ: YOUR SUPPORT TEAM
Library Headquarters is located at 1501 E. St. Andrew Pl. in Santa Ana and is home to both OCCR and OCPL Administration staff.
WHO’S AT HQ?
LIBRARY ADMINISTRATION
The administrative team that makes system wide decisions is commonly referred to as the Policy Team (PT) and consists of:
 County Librarian
 Assistant County Librarian
 North Regional Manager
o Oversees Brea, Cypress, Garden Grove Chapman, Garden Grove Main, Garden Grove Tibor Rubin, La Habra, La Palma, Los Alamitos Rossmoor, Stanton, Villa Park, Westminster branches
 Central Regional Manager
o Oversees Costa Mesa - Donald Dungan, Costa Mesa - Mesa
Verde, Costa Mesa Technology, El Toro, Foothill Ranch, Fountain Valley, Irvine Heritage Park, Irvine Katie Wheeler, Irvine University Park, Library of the Canyons, Tustin Branches
 South Regional Manager
o Oversees Aliso Viejo, Dana Point, Ladera Ranch, Laguna
Beach, Laguna Hills Technology, Laguna Niguel, Laguna Woods, Orangewood Children’s Home, Rancho Santa Margarita, San Clemente, San Juan Capistrano Branches
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 Bibliographic Services Manager
o Oversees Cataloging, Acquisitions, ILL, the ILS, Warehouse
o Onsite Bibliographic Services staff include ILL Department, the
Circulation Coordinator, Acquisitions, Cataloging and
Warehouse staff
o Materials Evaluators work in the branch libraries
 Communications/Outreach Librarian
 Programs Coordinator
o Oversees READ OC
READ OC
READ OC is part of OC Public Libraries and provides tutoring in basic reading and writing to adult learners throughout Orange County. In support of this Core Program, READ OC also offers four other programs: Families For Literacy (FFL), READ Jr., Working for Inmate Literacy Now (WIN) and the Career Online High School.
WAREHOUSE
Warehouse staff support OCPL by:
 Sorting and delivering mail and books as part of the daily shipment
 Collecting and managing surplus items for all of OCCR
OTHER COUNTY TENANTS AT LIBRARY HEADQUARTERS BUILDING INCLUDE:
 CEOIT
 OC Parks Maintenance
 OCCR Contracts
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Rita Fun Fact: The original eight branches that formed the Orange County Free Library were: Brea, Westminster, San Juan Capistrano, Garden Grove Regional, Laguna Beach, Seal Beach, Costa Mesa- Donald Dungan, and La Habra.
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THE NUTS & BOLTS
It takes a lot of people to run a large library system like OC Public Libraries. Here are some more of the important “gears” that make our library run so smoothly.
BUDGET
Because OCPL is a special district, the library receives 95% of its revenue from a dedicated percentage of the property tax collected in the County of Orange. OCPL is not a part of the County of Orange’s general fund. The remaining 5% of the library’s funding is generated through grants, donations, and fines and fees collected in the branches. Copies of the current, and past, budgets may be found on the County Website, CEO Finance and Budget page.
LIBRARY ADVISORY BOARD (LAB)
Created by a County Board Resolution in 1996, the LAB has 26 members; it comprises 24 council members appointed by the member cities and two County Supervisor members appointed by the Board of Supervisors. Members serve two-year terms and receive no compensation. The LAB meets three times a year and acts in an advisory capacity to OCPL; they review our budget, operations and policy decisions and make recommendations to the Board of Supervisors. Meetings are open to the public in accordance with the Brown Act.
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SANTIAGO LIBRARY SYSTEM (SLS)
OCPL belongs to the Santiago Library System, a state-funded network of ten public library jurisdictions and one associate member library in Orange County. The system seeks to promote cooperation and coordination of library collections and services to meet the informational, educational, cultural and recreational needs of all residents of the Orange County area.
Member Libraries
Anaheim Public Library
Buena Park Library District Fullerton Public Library Huntington Beach Public Library Mission Viejo Public Library Newport Beach Public Library OC Public Libraries
Orange Public Library
Placentia Library District
Yorba Linda Public Library Associate member library Orange County Public Law Library
Santa Ana Public Library is the only public library in Orange County that is neither a member nor an associate member of SLS.
Orange County Public Law Library and OCPL are County funded entities. Remaining members are city libraries which are funded locally.
Rita Fun Fact: Ladera Ranch Library is the system’s only library that operates as both a public library and a school library.
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SERVICE MODELS
TIER MODEL
OCPL employs a Tier Branch Model which ranks OC Public Libraries’ branches based on population of city, square footage of the facility and robust circulation. Robust circulation is calculated for each branch library using internet utilization statistics, number of information queries, foot traffic, program attendance totals and total number of items circulated. The resulting Tier Rankings allows OCPL to standardize staffing levels system wide, provides promotional opportunities for staff and facilitates succession planning.
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IT’S ALL ABOUT THE CUSTOMER
OCPL is dedicated to upholding the principles set forth by the American Library Association's Core Values and Code of Ethics. These principles include, but are not limited to:
 Providing honest, accurate and timely information to library users.
 Protecting library users’ rights to privacy and confidentiality.
 Distinguishing between personal convictions and professional duties
while acting as a representative of OCPL or its provision of access to information resources.
INTERNAL AND EXTERNAL CUSTOMER SERVICE
OCPL is committed to providing the highest level of service to our library users. This same level of courteousness applies to how employees interact with each other in person, on the phone and via email. With library users and fellow staff members, employees must strive to maintain a professional distance regarding personal matters.
OCPL’s success depends on positive public regard and an inclusive and tolerant work environment for our fellow staff members. For a comprehensive description of individual employee conduct refer to OC Public Libraries' Personnel Policies. For a more in depth discussion of customer service expectations, please refer to the Employee Code of Ethics.
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OCPL embraces a “one-stop shopping” customer service model for delivery of library services. Circulation and Information functions are merged into one point of delivery where staff offer a full spectrum of services. The goal is to help patrons in one transaction at one location. The result is streamlined services and enhanced convenience for customers.
SINGLE SERVICE DESK
To achieve this, OCPL staff emphasize customer service transactions ahead of other tasks and complete assigned duties when scheduled off desk. On-desk staff remove service barriers by moving around the branch to assist patrons with questions and the use of self-checkout stations.
As a best practice, a staff member is assigned to answer telephone calls in staff work areas. Staff try to answer questions completely and immediately without transferring the call to the service desk staff or taking a message.
Staff encourage patrons to use the self-checkout stations by guiding them and providing instruction in their use. When a patron’s transaction cannot be completed by using a self-checkout station, staff guide patrons to the service desk in order to complete their transactions.
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PART 2: Settling In
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YOUR BRANCH, YOUR TEAM
Every OCPL branch is unique in its own way, just like the community it serves. As such, each branch has different staffing needs. What unifies us is our love of libraries and the desire to help those we serve every day.
Overview of Library Staff
Some or all of these job classifications may apply to you or your coworkers. The number of branch staff and job titles vary depending on tier level and number of days open.
Job Classifications in OCPL
LIBRARY CLERK, SENIOR LIBRARY CLERK, OFFICE SUPERVISOR
Full or part-time, support staff position.
Performs a wide variety of duties that assist with daily operations, patron assistance, shelve library materials, keep the branch orderly, answer directional questions and assist with other duties as assigned. Incumbents may answer simple informational questions, assist librarians with programs and outreach, check items in and out, handle cash, order supplies orders and work with volunteers.
Senior Library Clerks and Office Supervisors are distinguished by their increasingly responsible duties, education, experience and functional supervision.
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LIBRARY ASSISTANT, SENIOR LIBRARY ASSISTANT
Full or part-time, support staff position.
Library Assistants complete clerical tasks as well as answer in depth reference and reader’s advisory questions, plan and facilitate library programs, participate in outreach and offer expertise and assistance with computers and reading technologies.
Senior Library Assistants are distinguished by their increasingly responsible duties, education, experience and functional supervision.
LIBRARIAN I
Entry level, full-time position.
Candidate holds a Master’s Degree in Library Science.
Executes duties performed by staff in the Clerical and Library Assistant Series in addition to curating collections and providing extensive research assistance.
May oversee specific branch duties such as children’s, adult or teen services. May act as in charge person in branch manager’s absence. May supervise support staff and volunteers.
LIBRARIAN II
Incumbents have all the class characteristics, knowledge and ability of the Librarian I.
They have additional responsibilities and expertise in the area of collection development, supervision of staff or a unit and advanced technological knowledge.
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LIBRARIAN III
Incumbents have all the class characteristics of the Librarian I and II. They contribute significantly to library operations while planning, scheduling and facilitating programming and when selecting and maintaining collections.
LIBRARIAN IV
Incumbents have all of the class characteristics of the Librarian I, II, III and demonstrate competency and expertise when supervising a more complex unit or cohort.
LIBRARIAN V
Incumbents have all the class characteristics of the Librarian I, II, III and IV and demonstrate supervisorial expertise of a large unit or staff cohort. They contribute to program strategic plans and goals and support and train and mentor employees.
Rita Fun Fact: OC Public Libraries hosts Literary Orange, Orange County’s premier author event, annually. Every branch plays an integral part in promoting this signature event.
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WORK SCHEDULE
YOUR WORK DAY
Staff schedules may vary from branch to branch, and within the branch, depending on business hours and number of days open. Branch staff may regularly work eight or nine hour days, which includes some evenings and weekends, though some staff may be assigned to work all evening shifts and every weekend. Your supervisor will let you know your daily work schedule, including what time you are expected to start and finish each workday.
Based on business needs, with seven day notice, staff may be assigned a new schedule or work location.
Every day in the library is different! Things happen that one would never expect to happen in a library. For those of us who went to library school, the constant refrain is, “Well, they didn’t teach us that!”
The point is to have fun and roll with it.
In addition to your daily work schedule, staff are assigned Desk Schedules to ensure adequate coverage at the service desk and self-checkout stations. Under the direction of their supervisor, staff may use off desk time to plan or present branch programs, order library materials, shelve materials, and complete other tasks as assigned.
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In order to keep daily operations smooth:
 Make sure you have an accurate copy of your schedule.
 Arrive at work on time and ready to work.
 Request days-off in advance so your supervisor has time to ensure
sufficient branch coverage.
 Contact your supervisor before 8:30 a.m. if you are not able to
attend work.
 Familiarize yourself with branch opening and closing procedures.
BREAKS
You are entitled to one 15 minute break during each four consecutive hours of work. Rest periods shall be scheduled in accordance with the requirements of your branch, and may not be scheduled within one hour of the beginning or the ending of a work shift or lunch period. Additionally, the two break periods may not be combined into one 30 minute break.
The County may designate the location or locations at which rest periods may be taken. Since rest periods are considered hours worked, employees may be required to perform duties if necessary for business operations.
MEALS
If you work more than five hours in a day, you must take a meal break. You may discuss with your supervisor whether you prefer a 30 minute or 60 minute meal break; however, business needs may be taken into
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consideration when coming to a consensus. Meals are not compensable work time. Like breaks, meals may not be scheduled within one (1) hour of the beginning or the ending of a work shift and may not be combined with breaks.
TIMESHEETS & PAYDAYS
OCPL employees receive compensation on a biweekly basis. Pay periods begin on a Friday and end on the second Thursday thereafter. Staff shall not be scheduled to work more than 10 calendar days during any pay period and scheduled days off shall fall on at least two consecutive calendar days within a pay period.
Timesheets (VTI) are submitted online to your supervisor for approval every other week. The VTI program may be found on the OCCR Intranet site. Please refer to the County Calendar for paydays and holidays. The County Calendar and additional resources may be found on the Human Resources Services webpage.
Please be aware of and heed VTI’s reminder to change your password, typically once every few months; otherwise you will be locked out of your account.
Rita Fun Fact: In the 1970s and ‘80s, several branches piloted a program in which patrons could check out small pets such as hamsters, complete with food and cages.
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RH (Regular Base Pay), AL (Annual Leave), ALUP (Annual Leave – Unplanned Usage), HH (Holiday Leave), and HC (Holiday Compensatory Time) are the most common codes we use when filling out the VTI; however, your supervisor can assist you in finding the full list of codes on VTI.
TECHNOLOGY
OC Public Libraries makes a variety of computer resources available to its employees including: desktop computers, access to local area networks and the Internet, printers, Wi-Fi, application software, data files, voice mail and electronic mail. These resources are provided for the purpose of conducting library business, enhancing efficiency and to better serve the public.
All computer resources are the property of OCPL and are to be used for valid business functions. All information created, sent or received via the County computer network, Internet or Intranet is the property of the County. Personal use of these resources that interferes with employees' performance or the function of the library, or that is intended for personal monetary gain, is prohibited.
INTERNET
It is the policy of OC Public Libraries that, as with any other communication medium, staff should exercise good judgment and courtesy while using the Internet. Staff should be careful to maintain the
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confidentiality of passwords and other security measures. Sharing of user names, passwords, tokens, or other related authentication methods is strictly prohibited.
EMAIL
Email can be accessed through accounts provided to employees by OC Public Libraries. The unauthorized use of passwords and codes to gain access to another's files or messages is prohibited.
All use of email must comply with OCPL’s policies and practices. Anything which could be construed as sexually explicit or discriminatory based on race, national origin, sex, sexual orientation, age, disability or religious or political beliefs is not permitted.
Staff email communication is not private or confidential, and may be subject to public disclosure under the Public Records Law and may be monitored as allowed by the Electronic Communications Privacy Act of 1986.
Libraries today are very different from twenty years ago. With tech changing frequently, we strive to be responsive, adaptive, and open to constant change. Change is a good thing and
helps us to stay relevant to our patrons.
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PROFESSIONALISM IS EVERYTHING
For OCPL staff, being professional means:
 Carrying a confident, friendly and polished image at workplace.
 Adhering to work schedule and arriving punctually.
 Wearing your County issued name badge.
 Showing respect, courtesy and patience when working with co-
workers and patrons.
 Taking job responsibilities seriously.
 Pursuing a better understanding by open communication.
 Taking constructive feedback in the positive spirit it is intended.
 Striving for continuous improvement and development of
professional competencies.
 Familiarizing yourself with OCPL’s Policies and Procedures and
diligently applying them to our daily operations.
 Comprehending the Vision, the Mission Statement, and the Values of
OCCR and OCPL and applying them to our daily operations.
NAME BADGE
As a county employee, you are expected to wear your OCPL badge at work. Your badge may also be your key card that gives you access to the library facility.
PUNCTUALITY AND ATTENDANCE
You are critical to the operation of OCPL and good attendance is crucial 29


to your work performance. If you arrive late or do not adhere to predetermined work schedules, someone else must do your job or delay doing their own job. We expect you to keep regular attendance and to be on time and ready to work at the beginning of each scheduled workday.
PERSONAL APPEARANCE
OCPL staff are representatives of the County of Orange. We ask that all employees to use good judgement when dressing for work and to wear attire that is professional and appropriate. Employees shall maintain a neat and clean appearance at all times. Business casual attire is strongly encouraged.
PERSONAL CELL PHONES AT WORK
Although OCPL allows employees to bring their personal cell phones to work, we expect employees to keep personal conversations to a minimum. For this reason, outside of an emergency, we expect employees to make and receive personal phone calls during breaks. Employees must turn off their cell phones while in meetings, presentations, or trainings. Phones should be left elsewhere while serving customers and not be brought to the public service desk.
PERSONAL SOCIAL MEDIA POSTS
We recognize that some employees may choose to express themselves by posting personal information on the Internet through personal websites, social media, blogs or chat rooms, by uploading content, or by making
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comments at other websites or blogs. Keep in mind that your personal postings could possibly be read by your co-workers, supervisors and superiors, as well as library patrons. Use your discretion when deciding what to include in a post or comment.
Need help? Not sure how to do something at work? New to doing storytime? Just ask! Ask a co-worker, call a nearby branch, or observe a children’s librarian in action.
Rita Fun Fact: We have unique architecture! The San Juan Capistrano Library was designed by world- renowned postmodern architect Michael Graves. The building is visited regularly by architecture students and scholars from around the world.
The Irvine Katie Wheeler Library is an exact replica of the Irvine Family Ranch Home and was built using old photographs and original architectural drawings as reference.
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PART 3:
How Am I Doing?
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PERFORMANCE REVIEWS
REVIEW PROCESS
Performance in the County is viewed as a continual cycle of planning, coaching/feedback and assessment of achievement. Supervisors and employees are responsible for establishing an accountable performance partnership.
WHAT IS PROBATION?
Probation is a period for learning and development. All new hires or promotional candidates are considered to be on probation for 6 months to 1 year, depending on their position title and whether they work full time or part time. Check with your supervisor to determine the length of your probation period. During this stage, employees may be released from County employment at any time if their supervisor finds they are not meeting the needs and responsibilities of the position. After probation has been passed, a regular, yearly review cycle will begin.
WHAT CAN I EXPECT?
For each review cycle, including the Probation period, you will work with your supervisor to establish clear expectations for your performance. You will establish a Performance Action Plan (PAP) and Performance Incentive Plan (PIP). PIP is a supplemental, optional reward that is available apart from, and does not have an impact upon, negotiated general salary increase once Probation has been passed.
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At the mid- point in the review cycle you will meet with your supervisor for feedback and coaching on your job performance. We want you to succeed and believe honest, forthright discussions about your performance will help you achieve your goals as well as promote the County’s objectives. An employee may be required to participate in an improvement plan at any time, if a supervisor deems performance sub- standard.
At the end of the review process, employees may earn increases in pay for jobs well done. Step 12 reflects the maximum pay for a position. Employees may also earn time off for completing their optional PIP goal.
TRANSFERRING BETWEEN BRANCHES
Staff may be transferred from one branch to another at any time for business needs. Staff may also be considered for vacant positions at other branches if they apply to be on the transfer list.
PROMOTIONAL OPPORTUNITIES
County job opportunities, including those at the library, are posted online. If you would like to be notified about upcoming recruitments, you may sign up for email notifications by job category.
For additional information on the Review Process, Transferring and Promotional Opportunities, please visit the County of Orange website, Human Resources Services page.
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LEARNING & GROWING
OCPL’s vitality depends on staff who are enthusiastic, adaptable, innovative and collaborative.
Staff should work with their branch managers to take advantage of learning opportunities that present themselves via internal and external workshops, professional conferences, webinars and online learning courses. Staff are encouraged to look outside the “library world” at retail, business and popular culture trends to see if and how these might be applicable and useful to enhancing the way we do our work.
COMMITTEES
OCPL values collaboration and one of the best ways to do this is to participate in system wide committee work. Some of our best work is produced when staff at different levels and from various backgrounds get together to share ideas and experiences. Committees provide an excellent avenue for contributing to the improvement of our organization, networking with staff outside your branch, and developing skills that increase opportunities for advancement.
MEETINGS
Bi-monthly Public Services Meetings also provide excellent opportunities for staff to receive training and to network and learn from each other.
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Each meeting will focus on Adult, Teen or Children’s services. Each branch is expected to send a minimum of one staff member to each meeting who shall share information learned with branch co-workers.
Committee lists and a full schedule of meetings may be found on the OCPL Master Calendar.
Rita Fun Fact: When OCPL celebrated its 95th anniversary in 2016, the Library’s Marketing Committee reintroduced Rita Book to the public with a limited edition, commemorative library card.
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PART 4: Safety & Compliance
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A CULTURE OF COMPLIANCE
OCPL is committed to hiring the most qualified applicants, promoting from within whenever possible, offering progressive training programs, competitive wages, salaries and benefits, and supervising fairly and consistently in a work environment free from discrimination or harassment. If you ever see something or hear something at work which makes you say, “That doesn’t seem right,” what should you do? Speak up; we are listening!
A HARASSMENT FREE WORKPLACE
It is our policy not to discriminate against any applicant for employment or employee due to race, color, religion, age, sex, national origin or ancestry, marital status, veteran’s status or disability in accordance with applicable federal, state and local law. This policy extends to every phase of the employment process and is often referred to as EEO (Equal Employment Opportunity.)
Any incident that you believe involves discrimination or harassment should be brought to the immediate attention of your supervisor, the County’s Human Resource Services or OCCR’s Compliance Unit.
HOW TO REPORT YOUR CONCERNS
OCCR
 Compliance Helpline: (844) 732-6235
 Compliance Online Report: mycompliancereport.com
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 Email: [email protected]
 In Person: Contact any member of the Compliance Team
County of Orange
 County Fraud Website http://ocgov.com/gov/ia/fraud
 County Fraud Online http://ocgov.com/gov/ia/fraud/online_form
 County Fraud hotline: (714) 834-3608
SAFETY
Every OCCR employee is responsible for working safely to avoid accidents and injuries. The Program’s Injury and Illness Prevention Program (IIPP) is designed to ensure all employees comply with these practices. Within five working days of your hire date or new job assignment, your supervisor will verify that you understand the safety policies and will complete the agreement to comply with safe practices and the IIPP check list.
DEALING WITH DISTRESSED INDIVIDUALS
From time to time employees may encounter disruptive or distressed library patrons. If staff determines that an individual presents an immediate threat to personal safety or if they sense the possibility of an assault, they are to immediately disengage, walk away, get to safety and call 911.
 Disruptive conduct is any behavior by which an individual violates or restricts the rights of others to use the library, or staff to perform their duties. This could include loud talking, throwing objects, boisterous
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behavior, smoking, or other conduct that negatively impacts library operations.
 Distressed individuals may be those who appear to be ill, hallucinating, suffering from delusions or are in need of personal assistance.
 Illegal Behavior should be handled by the proper authorities. Examples of illegal behavior include but are not limited to:
o Assault: conduct that causes injury to another person.
o Criminal Mischief: Intentionally damaging the property of
another.
o Drunk and/or Disorderly Conduct: Causes public
inconvenience by fighting, unreasonable noises, abusive or obscene language / gesture, threatening behavior, or hazardous or physically offensive condition.
o Harassment: Threatens or annoys another person by physical contact or abusive or obscene language, or follows a person in or about a public place.
o Public Lewdness: Intentionally exposes the private or intimate parts of the body in a lewd manner in a public place.
o Theft: Wrongfully takes, obtains or withholds the property of another.
o Trespass: Knowingly enters or remains unlawfully in or upon a premise.
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PROCEDURES
A. Disruptive conduct:
1. Treat every patron with tact, courtesy and calmness.
2. Take action as soon as the problem is identified.
3. Give a verbal warning.
4. Give a second warning if the behavior continues.
5. Failure to follow the direction of the library staff or security guard
may result in the individual being asked to leave the library
premises for 24 hours.
6. Call for assistance if needed from supervisor, mental health
professional, security guard or law enforcement.
7. Persistent violation of the Patron Code of Conduct by the
Problem/Distressed individual will result in a 30 day expulsion and
suspension of library privileges.
8. Library Users receiving a written notice of expulsion or suspension
of library privileges due to violation of the Code of Conduct may within 10 working days appeal the ruling by written correspondence to the Assistant County Librarian.
9. The Assistant County Librarian will respond to the appeal within 10 working days.
10. If the appeal to the Assistant County Librarian is not satisfactory, the library user may, by written communication, make a final appeal to the County Librarian.
11. The County Librarian shall respond to the user within 14 working days.
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B. Distressed individuals:
1. Be empathetic.
2. Clarify messages.
3. Respect personal space.
4. Be aware of body position. Do not appear to block avenue of
escape.
5. Permit verbal venting when possible.
6. Set and enforce reasonable limits.
7. Avoid overreacting; try to remain calm, rational and professional.
8. Avoid physical contact.
9. Call for assistance, if needed, from supervisor, mental health
professional, security guard or law enforcement.
C. Illegal behavior:
1. OC Public Libraries employees that observe illegal behavior shall
report the observations to local law enforcement and notify their
supervisor of the incident.
2. Safety is the responsibility of all OC Public Libraries employees. If
staff determines that an individual presents an immediate threat to personal safety, they are to immediately disengage, walk away, get to safety, and call 911.
RESOURCES
Aside from your supervisor and coworkers, a great place to find more information about policies and procedures is on the County, OCCR, or
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OCPL Intranet.
 County Intranet
 OCCR Intranet
 OCPL Intranet
Among the links you will find are:
 Policies and Procedures
 Safety Information
 Service Animals Procedure
 Functional Phone List
 Master OCPL Calendar
 Statistics
 Patron Code of Conduct
 IT Help Desk
 Paystub link
 Mileage claim form
 OCPL Brand and Style Guide
 Workplace Violence Response Training
And much more!
EMPLOYEE ASSISTANCE PROGRAM (EAP)
You are a valuable employee and your personal and professional happiness is important to us. Sometimes problems arise that you may find difficult to solve alone. EAP is designed to help you and those close to you resolve problems affecting your physical and emotional well-being
and job performance. It is a completely confidential employee benefit. 43


Your Employee Assistance Program Benefits Provide:
 Private, confidential assessment and referral counseling.
 24-hour, 7-days-per-week emergency telephone counseling.
 EAP consultation with licensed or certified counselors.
 Appointments outside of work hours.
 Coverage extends to family members and significant others.
 No charge to the employee or family member for the EAP
counseling.
 Bilingual counseling in Spanish. Arrangements for other languages
can be made in advance of the scheduled appointment.
Counselors in several other languages are readily available.
 Referrals to community social services and self-help groups.
 Referrals to licensed outpatient and inpatient treatment facilities
often at contracted, reduced rates.
 Follow-up and case management to all persons using the EAP.
 Group debriefing when a traumatic incident occurs.
 Coordination with other employee benefits.
For information or assistance call 1-800-221-0945 or visit www.mylifevalues.com.
OTHER EMPLOYEE RESOURCES
Additional Employee Resources, including the Memorandum of Understanding, may be found on the Human Resource Services webpage.
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Epilogue
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EMPLOYEE CODE OF ETHICS INTRODUCTION
As employees of OC Public Libraries, our mission is to empower and enrich our communities. Our success depends on our staff members' ability
to foster teamwork, trust, and commitment. Our Code of Ethics is intended to help create an environment that upholds integrity, respect and truthfulness for both employees and the communities we serve. This Code may be modified or updated at any time. All employees are expected to be aware of and adhere to its guidelines.
CORE PRINCIPLES
To help us achieve our mission, we are committed to three core ethical principles:
 Commitment to Excellence
 Workplace and Personal Integrity  Responsibility
APPLICATION AND ENFORCEABILITY
The Code of Ethics applies to all OC Public Libraries personnel including extra help and contract employees. Provisions of the Code of Ethics are supported by federal and state law, County and city codes and ordinances, departmental policies and procedures, and collective bargaining agreements. Violations of the Code of Ethics may result in
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administrative or disciplinary action under those laws, codes, ordinances, policies, procedures and agreements.
Supervisors must ensure that subordinate employees are aware of and compliant with the guidelines set forth by the Code of Ethics.
MAKING ETHICAL DECISIONS
In dealing with ethical problems not detailed in the Code of Ethics, employees are expected to use common sense and their best moral judgment. If an employee has ethical questions, they should consult with their immediate supervisor, branch manager or regional administrator for more detailed guidance.
COMPLIANCE WITH APPLICABLE LAWS AND REGULATIONS
OC Public Libraries employees are expected to observe Federal and State law, County and City codes and ordinances, and departmental policies and procedures as well as the OC Public Libraries’ Code of Ethics.
QUALITY OF SERVICE
COMMITMENT TO LIBRARY PRINCIPLES
OC Public Libraries is committed to upholding the principles set forth by the American Library Association's Core Values and Code of Ethics. These principles include, but are not limited to:
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 Providing honest, accurate and timely information to library users.
 Protecting library users’ rights to privacy and confidentiality.
 Distinguishing between personal convictions and professional duties
while acting as a representative of OC Public Libraries or its provision of access to information resources.
INTERNAL AND EXTERNAL CUSTOMER SERVICE
As OC Public Libraries employees, we are committed to providing the highest level of service to our library users. To this end, we:
 Provide access to appropriate resources for all library users.
 Give accurate, unbiased and courteous responses to all requests.
 Serve all library users in an efficient and friendly manner.
 Keep current our knowledge of new technologies that apply to the
library discipline.
This same level of courtesy applies to how employees interact with each other in person, on the phone and via email. We:
 Treat fellow staff members with professionalism, courtesy and friendliness.
 Treat fellow staff members politely, avoiding rudeness or hostility.
 Respect one another's opinions and attempt to reach consensus
while collaborating.
 Work together to resolve conflicts and find solutions to
communication problems.
 Provide our employees with clear direction about what is expected 48


of them and encourage them to ask questions and seek
clarification.
 Promote open lines of communication throughout our organization
to create a healthy, productive environment.
With both library users and fellow staff members, employees must strive to maintain a professional distance regarding personal matters. To do so, we:
 Keep our personal opinions to ourselves about potentially controversial issues (for example, current events,
politics, and religion) so that patrons may access information free from judgment and staff may work in an environment that is amicable and tolerant of diversity.
INDIVIDUAL CONDUCT
As OC Public Libraries employees, we understand that our organization’s success depends on positive public regard and an inclusive and tolerant work environment for our fellow staff members. We:
 Maintain a working environment free from all forms of harassment or intimidation, sexual or otherwise. Discriminatory treatment, abuse, violence, threats, threatening behavior, harassment or intimidation is not tolerated, regardless of whether or not the incidents occur on OC Public Libraries premises and whether or not the incidents
occur during business hours.
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 Uphold federal, state, and local law to ensure equal recruitment, employment, compensation and promotion for all qualified individuals and prohibit discrimination based on federally protected categories of race, color, ethnicity, religion, sex, national origin, age, pregnancy or disability.
 Never bring dangerous weapons to the workplace, out to our work locations, or onto any County or city operated worksite, including parking areas. A dangerous weapon is a firearm or any other instrument capable of causing bodily harm when used in a manner and under circumstances that manifest intent to harm or intimidate another person, or that would cause a reasonable person to have concern for their safety or the safety of another.
 Comply with work and safety policies in accordance with County and OCCR policies and procedures, including but not limited to the County of Orange drug and alcohol policy prohibiting the use of alcohol or prohibited drugs in the workplace or working under the influence of alcohol or prohibited drugs.
 Maintain integrity in our dealings with library users, vendors, other employees or agents in the community.
 Utilize County resources in a productive and professional manner. County resources include but are not limited to: staff time during work hours, County equipment and supplies, as well as use of the internet.
 Avoid personal relationships with library users, constituents, co-
workers, or any person that may compromise the employee’s 50