HPL Customer Service Substitutes

From the Neighborhood Libraries Blog:
HPL Customer Service Substitutes FAQ
2.2.2012




Requesting a Substitute:


When can I request a Substitute for an assignment in the future? Request a Substitute about 2 weeks before you need someone. For example, if you need someone for the week of February 14th, send the request at the end of January. If we book things too far in advance, your scheduling needs may change; or the Substitute may forget.
What is the best way to request a Substitute? If it is a request for the same day, it is best to call 32707 and talk to Yolanda or Linda. If it is a request for the future, it is best to email Yolanda and copy Linda Samson with location, date needed, hours needed, and the person who the Substitute will report to.
If someone calls in sick on Saturday, can I still request a Substitute? The person-in-charge at the location for the day should call 32707 and the on-call Team Leader will respond to the request. Please call after 9am since you don’t open until 10am.


Substitute Timesheets:
What parts of the timesheet do I have to complete?
Please use blue ink for all parts of the timesheet.
The Substitute fills in their name, address.
The manager or person-in-charge completes the rest of the form including the location, date, and time. The manager initials the times in and out, verifying the time.
At the end of the shift, the manager totals the number of hours for the shift, and then both the substitute and manager sign the time sheet verifying the accuracy of the form.
If it is unsigned, then the form will have to be sent back to the location which delays payment.
Please have the substitutes round up or down to the nearest 5 minutes. If they come in at 9:03 please round to 9:05am. This will make it easier to add the time up at the end of the day.
Who should total the number of hours? The manager or person-in-charge totals the number of hours and verifies that the total hours worked matches the total hours to be paid.
Do Substitutes get breaks or a lunch hour? As with regular staff, Substitutes should get a 15 minute break for every 4 hours they work. If Substitutes work more than 6 hours, then they should take either a 30 minute or 60 minute unpaid lunch break just as regular staff do. The Substitute signs in and out on the timesheet for lunch (with initials by manager). Please be flexible if the Substitutes wish to take a lunch break without working an 8 hour day.
Do I need to do a separate timesheet for each day that a Substitute works? If you have the same person for a week or several days within the same week (non-consecutively) you can use the same timesheet. If someone works for two (or more) weeks, then complete a separate timesheet for each week.
Can we fax (or scan) a timesheet? You may fax a timesheet to the NL Office at 832-393-1462 if you know the timesheet will not be in delivery for several days (for example: Saturday work and not in delivery until Tuesday). Please send Yolanda the original as soon as possible.
Substitute Surveys:
What should I do if the performance of a Substitute is not acceptable? Be sure to complete the Person-in-charge Substitute survey. Provide information to us about any issues or concerns. If we need additional information, we will contact you. For some issues, please coach the Substitute just as you would with a regular staff person.
Do I have to do separate surveys for someone who is working for more than one day at my location? You may combine a series of days for a Substitute into one survey. If there are issues or concerns, please do a survey after each shift.
Other Substitute issues:
Can I change the reporting site for a Substitute after it is scheduled within my group? Our preference is that you send a member from your team to the alternate location and have the Substitute remain at the originally assigned location. It reduces time and confusion. A Substitute is assigned to a specific location for a date or dates and not a group.
Will current Substitutes receive additional training? The Substitutes may need a quick refresher before they start a shift. Some of the Substitutes have sporadic schedules and it may have been several days or weeks since they have worked. Please ask them if there are any areas that need to be reviewed during the tour/introduction to the site.
Will the Substitutes ever be able to take fines? The Substitutes are not full City of Houston employees. As such, they are not allowed to handle money or take fines. Please share with your staff this restriction and reinforce that a Substitute is not left alone at the customer service desk.