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Donna Clark, Division
Manager, Branch Operations, provided a verbal presentation regarding an
update on the Library’s COVID-19 Recovery Plan. (Held on file with the
Chief Executive Office.) She discussed resumption of a service plan,
which factors in staff and customer safety, Ottawa Public Health Advice, and
aligns with the City of Ottawa. She spoke to continued staffing pressures at
branches, at InfoService, and in Program Development. Ms. Clark stated that recruitment
is in progress, however, there are delays with onboarding (as service
partners continue to experience staffing pressures). She mentioned that strides
have been made with new hires who will be starting soon. There are plans in
place to continue recruitment to address staffing pressures.
Ms. Clark mentioned that
customers not wearing, or improperly wearing, their masks in branches is an issue
that is causing concern. The incidents vary by branch, and Ms. Cark noted
that some are more volatile. Since November 2021, there have been 20 incident
reports, resulting in 13 evictions. Staff continue to track incidents at each
location to aid enforcement. Next, she provided an update on progress since
November and spoke about recent service reductions in branches, as well as
recently expanded open hours for the Kiosk. Ms. Clark then provided an
overview of the plans to temporarily suspend service at several bookmobile
stops. Specifically, she reviewed those stops that will be maintained with
modified hours, stops that will be served by a maintained stop, and stops
that will be paused altogether. She noted that bookmobile stops could resume
earlier, should staffing levels in that department improve. Ms. Clark then discussed
the plans to resume and expand services from February through to June,
specifically, the return to regular operating hours, Chromebook and PC access
increases, creative spaces opening, museum pass lending, and in-person
programming where possible.
Chair Luloff said it is
difficult for Senior Management and staff who have been asked to work longer
hours and to manage with low levels of staffing. He welcomed new employees that
have joined OPL during these difficult times. Chair Luloff thanked Vice-Chair
Fisher and Trustee Brockington, members of the COVID-19 Ad hoc Committee, for
their guidance and sage input.
In response to a question
from Vice-Chair Fisher regarding clarification on the incidents related to
mask-wearing that led to thirteen evictions, Ms. Clark said that the term “evictions”
is an internal term used when customers are asked to leave the premises when
they break the customer code of conduct, or if employee directions are not
adhered to after repeated warnings. She explained the eviction process and examples
of penalty timelines.
Trustee Meehan asked a question
about whether it is primarily casual and part-time employees impacting
vacancy rates. Ms. Clark replied that the vacancy numbers include both
Full-time, Part-time, and Casual positions. She explained that normally there
is a healthy number of casual staff to pull from, but that this is not the
case right now. She said that staffing challenges could be due to employees
resigning or not returning. Ms. Clark spoke to an ongoing recruitment plan and
methods staff have taken to recruit.
Trustee Meehan commented
that everyone is experiencing staffing shortages and urged staff to continue
active recruitment. She noted that she would be happy to share job postings
in her newsletter. Chair Luloff agreed and noted that social media is an
excellent platform to recruit.
Anna Basile, Division
Manager, Corporate Services clarified the current vacancy numbers. She
referenced some of the challenges related to recruitment, specifically
identifying that more clarity is needed in terms of education requirements.
She said staff are working on this clarification, and this will be folded
into current recruitment initiatives, including sharing information with Members
of Council, hoping they can help support recruitment efforts by sharing the
information with their constituents.
Trustee Brockington said
there was a healthy discussion at the Ad hoc Committee Meeting regarding the broad
range of positions available. He asked whether customers had been informed of
the upcoming changes to the Bookmobile stops service, and Ms. Clark confirmed
in the affirmative.
In response to a question
from Trustee Brockington regarding opportunities to rotate stops should
staffing challenges continue for Bookmobile longer-term, Ms. Clark said that the
Manager of Alternative Services has created a matrix that realigns stops to
serve as many regular stops close by as possible, where high usage stops and communities
that exhibit high prevalence of low-income markers will be prioritized, and multiple
stops that serve the same community will be combined. She said the manager
does not have the luxury of pulling from branch staff to offer services, due
to the unique qualifications for the Bookmobile positions. Once staffing
stabilizes, the manager can shift to enhancing services once again.
In response to a question
about whether hiring in this area was a priority, Ms. Clark confirmed in the
affirmative and explained the position requirements.
There being no further
questions, the presentation was RECEIVED as presented.
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