AGENDA 1.0
MARKHAM PUBLIC LIBRARY BOARD
REGULAR MEETING
Notice of Meeting to be held on Monday November 26, 2018, 7:00 p.m. Markham Village Library, Program Room, 6031 Highway 7 East, Markham L3P 3A7
AGENDA
1.0 Call to order/Approval of agenda 1.1 Declaration of conflict of pecuniary interest 1.2 Delegation (none) 1.3 Chair’s Remarks 1.4 Staff Recognition 25/30 Year Milestone: Photo with Board Members 1.5 Presentation by BiblioCommons : Alison Mackenzie-Armes, Director of Partnership Development Simone Pereira, BiblioWeb Product Owner (30 minutes presentation 10 minutes Q & A)
2.0 Consent Agenda: All items listed under the Consent Agenda are considered to be routine and are recommended for approval by the Chair. They may be enacted in one motion or any item may be discussed if a member so requests.
2.1 Minutes of Regular Meeting, October 23, 2018
2.2 Declaration of Due Diligence by the CEO
2.3 Communication and Correspondence: 2.3.1 ELT Express: 2018 Municipal Election Recap 2.3.2 ULI Symposium Diversecity Tour: Aaniin Community Centre and Library 2.3.3 Markham District Veterans Association: Thank You to Markham Village Library
3.0 CEO’s Highlights, November 2018
4.0 Annual Monthly Policy Review (To be undertaken at the January meeting.)
5.0 Internal Monitoring Reports: (Compliance list of internal monitoring reports and discussion led by members) 5.1 Executive Limitation: EL-1 General Executive Constraint (A. DaSilva/L. Pogue) 5.2 Executive Limitation: EL-2a Customer Treatment (I. Lee /M. Sawh)
6.0 Ends
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7.0 Governance 7.1 Proposed By-Law change: Annual General Meeting
8.0 Ownership Linkage: 8.1 Input from Board Members 8.2 Board Legacy Documents
9.0 Board Advocacy
10.0 Education: 10.1 Workforce Development and Measuring Impact (A. Cecchetto) 10.2 OLA Super Conference 2019
11.0 Incidental Information
12.0 New Business
13.0 Board Evaluation (none in November)
14.0 In Camera Agenda 14.1 To Discuss Confidential Personnel Matters
15.0 Adjournment
Members are requested to call Susan Price at (905) 513-7977 ext. 4311 (or e-mail [email protected]) by 4:00 p.m. on Monday, November 26, 2018 if unable to attend. Thank you.
NEXT MEETING: Monday, December 17, 2018 7:00 p.m. Markham Village Library, Program Room 6031 Highway 7 East, Markham L3P 3A7
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TO: Markham Public Library Board
FROM: Catherine Biss, CEO& Secretary-Treasurer
PREPARED BY: Susan Price, Board Secretary
DATE OF MEETING: November 26, 2018
SUBJECT: CONSENT AGENDA
RECOMMENDATION:
That the Consent Agenda comprising of Agenda 2.0 to 2.3. 3 and the same are hereby approved as written and the CEO of the Library is hereby authorized and directed to take such action that may be necessary to give effect to the recommendations as therein contained:
2.0 CONSENT AGENDA:
2.1 Minutes of Regular Meeting, October 23, 2018 2.2 Declaration of Due Diligence by the CEO 2.3 Communication and Correspondence:
2.3.1 ELT Express: 2018 Municipal Election Recap 2.3.2 ULI Symposium Diversecity Tour: Aaniin Community Centre and Library 2.3.3 Markham District Veterans Association: Thank You to Markham Village Library
Catherine Biss CEO & Secretary-Treasurer
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MARKHAM PUBLIC LIBRARY BOARD
DECLARATION OF DUE DILIGENCE BY THE CEO
I, Catherine Biss, Chief Executive Officer of the Markham Public Library Board (the “Board”), hereby declare that to the best of my knowledge and belief, Markham Public Library is in compliance with the following from October 17, 2018 to November 20,2018.
1) All wages owing have been paid to all employees of the Board;
2) All payroll remittances, consisting of income tax, CPP, EI premiums and Employers Health Tax
relating to employee remuneration have been appropriately calculated and withheld, and promptly
remitted;
3) All the Harmonized Sales Taxes owing have been appropriately calculated based on the Board’s
current operating procedures and promptly remitted on a quarterly basis;
4) All federal and provincial regulatory filings have been made;
5) The Board has been informed of any complaints of harassment, including sexual harassment,
involving a staff person;
6) The Board has been informed of any contraventions of the Occupational Health and Safety Act;
7) Other than as previously disclosed to the Board, there are no actual, threatened or potential claims
against the Board or its Directors.
November 20, 2018 Catherine Biss, CEO & Secretary-Treasurer Date
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AGENDA 2.3.2
AANIIN COMMUNITY CENTRE AND LIBRARY
NOVEMBER 7, 2018 ULI SYMPOSIUM DIVERSECITY TOUR
Brenda Librecz, Commissioner, Community and Fire Services
Community Building
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AGENDA 2.3.2
Driven by Community Demographics
Demographics
• Large Households • Multiple-Family Households • Lower Average Individual Incomes • Mother Tongue Diversity • Immigrant Population
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AGENDA 2.3.2
A Priority Neighbourhood
A Community of Newcomers
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AGENDA 2.3.2
Immigrants are Opting for the Suburbs
Why this Matters • Access to opportunity • Everyone should have a fair chance to build a good life • Providing young people with the opportunities they need to build a good future • Pathways to stability and security • Working with partners to lower the barriers to opportunity
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AGENDA 2.3.2
AANIIN COMMUNITY CENTRE AND Duff Balmer, Principal LIBRARY Phil Fenech, Principal DESIGNING FOR DIVERSITY
Shaping a new experience through people focuses design
…taking programming out of the box
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AGENDA 2.3.2
It’s not about walls, It’s about connection!
Magnifying opportunities for viewing and social gathering
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AGENDA 2.3.2
Creating a radical sense of transparency
The roof is the unifying agent; it ties everything together
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AGENDA 2.3.2
The roof blurs the boundaries between inside and outside
The roof frames a range of informal gathering spaces
EATING
VIEWING
WELCOMING
MEETING COOKING
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AGENDA 2.3.2
As well as a series of unique community hub spaces MARKET PLACE
INFO ART PLAZA PLAYGROUND
READING TERRACE EVENT SPACE
that speak to the diverse character of this community
Expanding conversation around inclusiveness
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AGENDA 2.3.2
A visual expression of community diversity
Thank you!
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AGENDA 2.3.2
AANIIN LIBRARY
Deborah Walker, Director, Library Strategy
A Place for Innovation
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AGENDA 2.3.2
Study Space for Strivers
Family Gateway
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AGENDA 2.3.2
A Catalyst for Daily Social Interaction
COMMUNITY HUBS
Mary Creighton, Director, Recreation Services
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AGENDA 2.3.2
Aaniin Community Hub
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AGENDA 2.3.2
Aaniin Community Kitchen
Aaniin Youth Room
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AGENDA 2.3.2
Thank you!
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TO: Markham Public Library Board
FROM: Catherine Biss, CEO & Secretary-Treasurer
PREPARED BY: Larry Pogue, Director, Administration
DATE OF MEETING: November 26, 2018
SUBJECT: INTERNAL MONITORING REPORT – EXECUTIVE LIMITATION EL-1, GENERAL EXECUTIVE CONSTRAINT
RECOMMENDATION:
That the report entitled “Internal Monitoring Report – Executive Limitation EL-1, General Executive Constraint” be received.
POLICY TYPE: EXECUTIVE LIMITATIONS POLICY TITLE: GENERAL EXECUTIVE CONSTRAINT (EL-1)
GLOBAL POLICY LIMITATION: The CEO shall not cause or allow any practice, activity, decision or organizational circumstance which is unlawful, imprudent or in violation of commonly accepted business and professional ethics, including, but not limited to the Public Libraries Act, RSO 1990, c.P.44, and relevant City of Markham policies adopted by the Markham Public Library, either Board or Administration.
INTERPRETATION: The CEO will ensure that the organization functions in a lawful and prudent manner, adhering to commonly accepted business and professional ethics, statutes, policies and contracts.
REPORT: Library staff have governed themselves lawfully and prudently, and their activities have been compliant with commonly accepted business and professional ethics, statutes, policies and contracts.
ASSERTION OF COMPLIANCE: As per the Report below, I assert that I am in compliance with this Global Policy Executive Limitation.
Catherine Biss, CEO & Secretary-Treasurer
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1. Business Ethics The Library has policies, practices and arrangements requiring employees to act in an appropriate and ethical manner in the course of their duties. The Library’s close relationship with the City of Markham ensures that the Library is in step with municipal business practices.
In addition, the Library assumes a neutral position with respect to political matters and engages in open dialogue with Markham’s various communities. During elections, the Library endeavors to host all- candidates meetings to aid in the civic engagement process. During the Municipal Election, the library hosted meet and greets with local candidates in libraries throughout the city. This participation in community life reinforces the Library’s fundamental role as a neutral gathering place and an unbiased facilitator for the free exchange of ideas, views and opinions. The lives of citizens are enriched through the provision and exchange of information and they are able to more fully participate in a free and democratic society.
The following specific Library policies relate to business or personal ethics and are enforced throughout the organization. They constitute guidelines for employee behaviour that ensure an understanding of acceptable conduct on the part of employees while carrying out their work. See Appendix “A” for summaries of each of these policies.
Business Expense & Conference Confidentiality of Personal Information Employee Health & Safety Employment of Related Individuals Library Collections & Material Selection Privacy & Access to Information Procurement Respect in the Workplace Rules of Conduct Staff Intervention During Internet Use Policy Terms of Reference for Management and Non-union Employees Terms of Reference for Non-union Part-Time Employees Violence, Vandalism & Unacceptable Behaviours Workplace Substance Abuse
2. Professional Ethics: Professional ethics are embodied in statements issued by the associations that represent the librarianship profession. All the major North American library associations have statements on intellectual freedom (see Appendices “C” & “D”.) These statements affirm the role of libraries in providing service and materials of interest to the entire community, to ensure the right of intellectual freedom in the selection and provision of materials, and to resist attempts at censorship by any individual or group within the community. These are core values of the profession that help to define the role of public libraries within western democracies.
MPL’s practices are in conformity with the statements issued by the Ontario Library Association, and the American Library Association. MPL’s “Library Collections and Materials Selections Policy” includes the following elements:
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Material selection criteria Statement on new formats (in recognition that collection formats change over time) Withdrawals procedures Gifts and donations from the public Customer requests Resource sharing / Inter-library loan services Statement on intellectual freedom Reconsideration of collection items upon challenges from the public
Very occasionally, the Library receives complaints or challenges from the public about specific collection items and these challenges are reported to the Board in this report. We thoroughly investigate such complaints, considering factors such as the merits of the collection item, the position taken by neighbouring public libraries, etc. MPL management then makes a decision and contacts the complainant to explain this decision. Over the past year, we have received complaints about the following two items:
Alvin and the Chipmunks: Daytona Jones and the Pearl of Wisdom (DVD) A customer complained that this film depicted Chinese individuals and Chinese culture in a stereotypical manner. Following investigation, MPL chose to maintain the item in our collection for many reasons, including the fact that it has been borrowed over 500 times and was still in demand by Markham residents. It was produced in the 1990s and has been in the collection for more than10 years. There have been no other complaints about this movie, which is also held by other York Region libraries. While we did decide to retain the item, it was moved from the Children’s collection to the Adult collection in order to encourage parents and children to watch it together, thereby providing an opportunity for them to discuss it in context.
Inside the Atheist Mind, by Anthony DeStefano (Book) A customer complained that this book is offensive to Atheists and biased against them. He described the book as hate-speech. MPL reviewed the book thoroughly and decided to retain the title in its collection as per MPL’s “Library Materials and Material Selection” policy.
The Library strives to provide the widest possible range of resources within its collections. Along with Inside the Atheist Mind, which represents only one point of view, MPL has a fairly large collection with the views on all aspects of Atheism, including the authors cited by the author as being problematic or offensive to him (Nietzsche, Dawkins, Hitchens, Harris, Maher, etc.).
This book was reviewed by Publisher’s Weekly, North America’s leading independent and authoritative book review journal. Public Libraries across North America and beyond rely on the expertise of this review journal. The book was also positively reviewed in National Review, a respected magazine of news and opinion that was established over 60 years ago. The author is a bestselling author from whom MPL owns other titles that have been well received by the community. The publisher of the title is Harper Collins, a reputable and long-standing mainstream publisher and this title is held at other libraries across Canada, including the Toronto Public Library.
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As per the MPL policy, the content or manner of expressing ideas in material that is purposely selected to fill the needs of some Library customers, may, on occasion, be considered to be offensive by other Library customers. The Library recognizes the right of any individual or group to reject library material for personal use, but does not accord to any individual or group the right to restrict the ability of others to access that same material.
3. Statutes: The Library operates under and complies with various statutes, including (but not restricted to) the following:
Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 Employment Standards Act, 2000, S.O. 2000, c. 41 Human Rights Code, R.S.O. 1990, c. H.19 Labour Relations Act, 1995, S.O. 1995, c. 1, Sched. A Municipal Act, 2001, S.O. 2001, c. 25 Municipal Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. M.56 Occupational Health and Safety Act, R.S.O. 1990, c. O.1 Public Libraries Act, R.S.O. 1990, c. P44
4. Occupational Health and Safety Act, R.S.O. 1990 c. 0.1
The Occupational Health and Safety Act (the “Act”) sets out the legal framework and the tools for ensuring that workplaces across the province are both safe and healthy. This legislation outlines the rights and duties of all workplace parties, establishes procedures for dealing with workplace hazards and provides for enforcement of the law where compliance has not been achieved voluntarily.
The Act makes it clear that all workplace parties (workers, supervisors, employers) have an important role and a responsibility for promoting health and safety. The Library has a management position with a focus on employee health and safety, and also receives advice on an ongoing basis from the City of Markham with respect to individual employee situations. In addition, Joint Health and Safety Committees consisting of trained worker and management representatives are functioning in each of MPL’s branch locations.
5. Contractual Agreements – Internal Collective Agreements: About 84% of MPL’s total workforce of 310 employees are currently unionized under the Canadian Union of Public Employees (CUPE). The unionized group includes 52 Full Time, 111 Part Time and 98 Page employees. (The non-union group includes employees in Management and Administration, Sunday contract and other temporary workers.)
MPL currently has two Collective Agreements covering the Full Time and Part Time groups, which will expire on March 31, 2020. The Pages certified with CUPE in July 2017 and we are currently negotiating a first contract agreement with that group. The purpose of the collective agreements is to create a legal framework governing the relations between the Library as employer and the Union which represents the employees within the bargaining units.
6. Contractual Agreements – External
ITS-MPL Information Service Level Agreement:
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The Library and the City’s Information Technology Services (ITS) Department annually reviews the Service Level document which outlines service standards for IT services provided to the Library.
7. Other Contracted Services:
The Library participates in and benefits from a number of other contracts arranged through the City of Markham’s Purchasing Department for various services, ensuring cost savings and efficiencies. Some of these cover off key essential activities for the Library. Appendix “B” summarizes these contracts, including both ongoing service contracts and those for one-time purchases of goods and services.
ATTACHMENTS:
Appendix “A” – MPL Policies Relating to Business / Personal Ethics: Appendix “B” – City of Markham Contracts Covering MPL
Appendix “C” – Ontario Library Association (OLA) Statement on the Intellectual Rights of the Individual
Appendix “D” – American Library Association (ALA) Library Bill of Rights
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Appendix “A” – MPL Policies relating to Business / Personal Ethics:
Policy Title Topics Covered in Policy Business Expenses & Conference Permitted expenditures by Board members and staff, use of corporate credit card, reimbursement procedures for expenses paid by employees, signing authorities. Automobile expense reimbursements. Meal allowances while on Library business, membership & association fees, and seminar & conference attendance, and business travel. Reimbursement of transportation and accommodation expenses. Library Board member honorarium. Confidentiality of Personal Information Confidential handling of all employee information, Library Board member information and customer personal information; Information restricted to CEO, confidential Administrative Staff. Employee’s rights to review his/her personal information; queries from prospective employers, financial institutions, and outside agencies. Confidentiality of customer information held by Library. Employee Health & Safety Statement of Commitment by the CEO; Health and Safety (H&S) is a high priority. MPL committed to maintaining a healthy and safe work environment. H&S Program established numerous activities and initiatives to achieve this end in accordance with the Ontario Occupational Health and Safety Act. Accident investigation and reporting; best practices relating to hazards; first aid; workplace health monitoring; establishment of a Joint Health and Safety Committee; continuous review of equipment and processes; non-smoking guidelines consistent with Region of York by-law; an internal responsibility system (IRS); new staff orientation; preventative maintenance and equipment repair; annual safety inspections; annual health and safety program review and safety audit; safe work procedures; fire protection and emergency procedures; hazardous substances to be identified and controlled in accordance to the Work Place Hazardous Materials Information System (WHMIS.) Employment of Related Individuals Governs the Library’s actions regarding its recruitment & promotion processes. “Related individuals” may work for the Library except where there is or could be a conflict of interest or favouritism, or the perception thereof. Range of examples include: married couples; in-laws; landlord/tenant; business partners. Process to handle conflicts; Management Plan in place to minimize such conflicts. Library Collections & Materials Selection Guides staff in the development and acquisition of MPL’s collections, resources and services for Markham’s diverse community; in two official languages, English and French, plus materials that reflect local linguistic, cultural heritage, and also accessibility
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needs. Including Canadian content; City of Markham materials; cognizant of the Canadian Charter of Rights and Freedoms; print, non-print, audio-visual and electronic materials. Selection criteria guidelines; consideration of new formats and withdrawal of materials. Processes regarding access to collections and controlled usage; gifts and donations; and customer requests for collection materials. Sharing of resources through Inter-Library Loan (ILLO) services. Process for reconsideration of materials. Authoritative statements on intellectual freedom and rights of the individual. Privacy & Access to Information Is in compliance with the intent of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA); all customers have the right to privacy and confidentiality regarding their use of the library, its materials and services; information received from customers may be either in person, in writing or electronically. Adheres to the principles outlined in the Canadian Standards Association Model Code for the Protection of Personal Information. Listing of information collected from library customers and reasons required. Online privacy practices; guidelines regarding personal information of staff, with consent. Procurement Outlines principles, conditions and methods respecting the library’s procurement, disposal and administrative service requirements, including the entering into of contracts and signing authority. Includes methods of Procurement for: tenders, requests for proposals; requests for quotation; expressions of interest; pre-qualification requests; and non-competitive procurement. Process for the awarding of contracts (dollar threshold); deposit requirements. Guidelines for disposal of surplus or obsolete property. Detailed review of this Policy to be conducted every 5 years or earlier. List of items that are excluded from Policy’s requirements and a summary of the contract award authorities. Respect in the Workplace To maintain a working environment based on respect for the dignity and rights of all MPL employees, volunteers, contractors, consultants and Board Members. Policy addresses: respect; discrimination; harassment, including workplace sexual harassment; poisoned work environment; and violence. Prevention and duties of employees and supervisors and managers; liability. Procedure for resolving and investigating complaints; confidentiality of complaints; and protection from retaliation.
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Rules of Conduct Established to ensure the comfort and protection of individuals using the Library. Rules of Conduct include: prohibition of noisy or disruptive conduct, abusive language or behaviour, and theft or vandalism; appropriate computer usage; children to be supervised; and no solicitation or canvassing. Process regarding consequences of violation of these rules. Staff Intervention During Customer Internet Use Guidelines to assist staff in dealing with difficult or illegal situations with customers using the Internet at Markham Public Library; four (4) procedural scenarios are provided. Reference to sections of the Criminal Code of Canada respecting illegal activities that may arise in the viewing of Internet sites. Terms of Reference for Management & Non-union Terms and conditions of employment for Management and Non-Union employees. Employees These terms include: compensation, fringe benefits, hours of work and overtime, probationary period, and annual vacation. The Policy also speaks to the appointment to positions of dual responsibility, and leave of absences for educational purposes. Other terms are identical to those provided for in the Full Time Collective Agreement or as outlined in the Employment Standards Act. Terms of Reference for Non-union Part-Time Same as above, but pertaining specifically to Part-time exempt employees. Employees Violence, Vandalism & Unacceptable Behaviours Related to the “Rules of Conduct”, this policy emphasizes the importance of a safe environment for MPL customers. Definitions provided for “vandalism” and “violence” in the Library; staff reporting process described for minor and major incidents. Specific incidences described and appropriate consequences outlined. Workplace Substance Abuse Defines workplace substance abuse, impairment and enabling behaviours, providing a policy statement on these matters States that the Library endeavors to provide a health and safe workplace that is free from impairment by drugs and/or alcohol as well as illicit drugs. All employees must report to work in a “Fit for Work” condition.
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Appendix “B” – City of Markham Contracts Covering MPL:
(1) Multi-year Service Contracts:
Bid Award Contract Description # Awarded Supplier Window Cleaning Services 258-Q-13 Sparkle Window Cleaning Ltd. Markham Public Library Materials & Processing Services 141-Q-13 Library Services Centre (LSC) Feminine Napkin Disposal Sanitizing & Air Freshening 198-T-14 Canon Hygiene Canada Ltd. Services Citywide Plumbing Contract 004-R-15 Saunders Plumbing & Heating Inc. Janitorial Services for Various City Locations 078-R-15 National Corporate Housekeeping Pest Control Services 189-Q-16 E-Safe Pest Control Markham Public Library Courier Service 234-T-16 Jim Clifford Moving Services Ltd. Fire Safety Systems Inspections, Testing & Repairs 158-T-17 Onyx Fire Protection Services Inc. Security Services for Various City Locations 021-R-18 Paladin Security Group (Ontario) Ltd. Citywide Building and HVAC Systems Maintenance 023-R-18 SIG Mechanical Services Overhead Doors Preventive Maintenance, Inspection and 155-T-18 Candoor Overhead Doors Ltd. Emergency Repairs
(2) Contracts for Major Projects (Current Year):
Bid Award Contract Description # Awarded Supplier Replacement of Library Shelving and Lighting, Unionville 153-S-16 Out of the Box Associates Ltd. (Phase 3 – 2018) Library (Phase 3 of 3) Security Lighting Replacement at Markham Village Library 041-Q-17 Cameron Contracting Milliken Mills CC Library Lighting Replacement 016-Q-18 Kacel Electric Inc.
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TO: Markham Public Library Board
FROM: Catherine Biss, CEO & Secretary-Treasurer
PREPARED BY: Michelle Sawh, Manager, Service Delivery
DATE OF MEETING: November 26, 2018
SUBJECT: INTERNAL MONITORING REPORT – EXECUTIVE LIMITATION EL-2a, CUSTOMER TREATMENT
RECOMMENDATION:
That the report entitled “Internal Monitoring Report – Executive Limitation EL-2a, Customer Treatment” be received.
POLICY TYPE: EXECUTIVE LIMITATIONS
POLICY TITLE: CUSTOMER TREATMENT (EL-2a)
GLOBAL POLICY LIMITATION: With respect to interactions with customers, or those applying to be customers, the CEO shall not cause or allow conditions, procedures, or decisions which are unsafe, undignified, unnecessarily intrusive, or which fail to provide appropriate confidentiality and privacy.
INTERPRETATION: The CEO will ensure there are appropriate conditions, procedures, or decisions to provide confidentiality and privacy for customers or those applying to be customers.
REPORT: Customer relations policies and procedures are in compliance with Board policy and are reviewed regularly and as per their review schedule to ensure compliance and relevance. The system underwent an exhaustive review of all customer service policies and procedures under the Customer Service Revolution project, and library staff continue to update procedures as needed. All staff are trained on the revised policies and procedures to ensure compliance and consistency across the system. Additionally, as part of ongoing staff development, in-depth customer service training is made available to all.
1. The CEO shall not use application forms or procedures that elicit information for which there is no clear necessity.
REPORT: Markham Public Library is subject to the provisions of the Municipal Freedom of Information and Protection Act (MFIPPA). MFIPPA requires that MPL protect the privacy of an individual's personal information that exists in its possession and that it follow a privacy protection scheme that includes rules regarding the collection, retention, use, disclosure and disposal of personal information in its custody or control. MPL is in compliance with the MFIPPA, and the library’s use of application forms and related procedures elicit only the information that is necessary and required to conduct the business of the Library. Whether for membership, borrowing materials, employment, or volunteering, superfluous data is neither collected nor stored.
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2. The CEO shall not use methods of collecting, reviewing, transmitting or storing customer information that fail to protect against improper access to the information elicited.
REPORT: The Library uses appropriate methods of collecting, reviewing, transmitting, storing, and protecting customer information. Any unnecessary information is shredded or deleted from the applicable database(s) when it is no longer required for the purposes of conducting the Library’s business. As of July 2016, customer data on the Integrated Library System (ILS) is now stored with SirsiDynix in the Cloud. Customer data is stored at one of SirsiDynix’s secure data centres in Canada. The Library is also compliant with Canada’s Anti-Spam Legislation, ensuring that no commercial electronic messages are sent to customers who have not opted in to receive such messages. The Library’s Anti-Spam Compliance Policy is posted on the MPL’s website and readily accessible to customers.
3. The CEO shall not allow customers to be unaware of what may be expected from the service offered.
REPORT: The brochures for Location & Hours and Managing Your Account are updated as required and are made available for distribution at the branches. These documents inform customers about services, borrowing policies, membership responsibilities, service charges, hours of operation and library locations. The same information is also available on the Library’s website. Customers registering for a new library card are provided an overview of their membership responsibilities, borrowing privileges, available programs and services, and a personalized library tour. The Library’s website includes additional information about policies, procedures, services, programs, tips, instructions and contacts. Policies and procedures are reviewed regularly to ensure protection of the Library’s assets while providing the highest level of customer service.
4. The CEO shall not allow customers to be unaware of this policy or unaware of a grievance process for those who believe they have not been accorded a reasonable interpretation of their rights under this policy.
REPORT: This policy is available on the Library’s website and in hard copy at each branch, if requested. In addition, customers are encouraged to voice their complaints through any medium with which they are comfortable (i.e. in person, over the telephone, online, by mail or email). All feedback is taken seriously and responded to in a timely manner. MPL’s Complaint Resolution Process details an escalation process in place whereby customers are given the opportunity to take their concerns/complaints to the next level if necessary. Complaints are also tracked via an online database that allows MPL to track the number of complaints, complaint type, and average resolution time. An on-going online Customer Satisfaction Survey also provides customers the opportunity to provide comments and feedback on the Library’s policies, procedures and processes. Annually, the Library has over 4,000 customers completing our Customer Satisfaction Survey. Comments are reviewed regularly by management and handled accordingly.
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Customer Satisfaction scores have maintained their high levels (scored out of 10) year over year.
Performance Indicator 2018 2017 Overall Customer Satisfaction 8.7 8.7 Willingness to Re-use Services 9.2 9.2 Willingness to Recommend to Others 8.9 8.9 Overall Satisfaction with Staff 8.9 8.9
5. The CEO shall not operate facilities without appropriate accessibility, privacy, safety, and cleanliness.
REPORT: Reports regarding issues related to this executive limitation can be found in the CEO’s Highlights on a regular basis. MPL has been working with the appropriate departments at the City to ensure that all facility projects incorporate and meet accessibility guidelines as per the Accessibility for Ontarians with Disabilities Act (AODA), 2005. With respect to existing facilities, MPL will be working with the City to conduct any required retrofit work to ensure compliance by 2025 as stipulated within the Act. An extensive report was provided in the April 23, 2018 Board Package (Agenda Item 5.1 – Executive Limitation EL-2f, Asset Protection) which speaks to the various projects undertaken to ensure appropriate levels of maintenance and public safety including the following: o Interior painting of walls at Markham Village and Administration entrance stairwell, main floor, study rooms o Replacement of brick fascia at the main entranceway at Markham Village o Replacement of main public entrance doors at Markham Village o Veterans Square (north exterior area of Markham Village) o Lighting upgrade in parking lot and south walkway at Markham Village o Driveway replacement and upgrade (in process) at Thornhill Village o Shelving replacement project – a 3-phase project spanning 2016 – 2018 at Unionville. The first two phases were completed in 2016 and 2017. The third and final phase has now been completed. Staff work closely with the cleaning contractor (in stand-alone facilities) and with the community centre staff (in shared use facilities) to ensure that the appropriate level of cleaning and maintenance is provided.
6. The CEO shall not allow access to inappropriate material on the Internet.
REPORT: The Library’s Internet policy is available on the Library’s website, and on the Library’s public access workstations. It incorporates, by reference, the Rules of Conduct and the Wireless Internet Access Policy which includes expectations for acceptable use and related consequences for inappropriate use. The policy is reviewed annually to ensure relevance. Customers must read and accept the Internet Use Policy when logging into the Library’s public access computers. Filtering is provided on PCs in the children’s department to ensure that children are not subjected to inappropriate material while surfing the internet.
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ASSERTION OF COMPLIANCE
As per the aforementioned data, I assert that I am in compliance with this Global Policy Executive Limitation.
Catherine Biss CEO & Secretary-Treasurer
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