Serving Diverse Communities: Case Studies in Leadership

1. Serving Diverse Communities: Case Studies in Leadership Multnomah County Library Portland Oregon May 24, 2010

2. Texas Library AssociationStrategic Initiative Webinar:Serving Diverse Communities • To hear the audio part of the webinar, be sure to dial our conference call at 866-740-1260 (toll free). When asked, key in your access code: 4146650 For Technical Support, please call toll free to 800-843-9166

3. Texas Library AssociationStrategic Initiative Webinar:Serving Diverse Communities • CE Certificates will be available tomorrow on the TLA CE web site: www.txla.org/ce. Free recordings will be available on Monday on the same site. Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650

4. Helpful Tips Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650 • To minimize background noise, please mute your phone line by pressing *6. You may “unmute” your line later by pressing *7. Please note the “Raise Hand” button on your screen – or you can type questions via the chat box.

5. More Helpful Tips • Twitter hash tag will be #TLAweb. Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650

6. Molly Raphael & Rita Jimenez

7. Serving Diverse Communities: Case Studies in Leadership Multnomah County Library Portland, Oregon May 24, 2010

8. Outcomes of today’s webinar • Explore innovative methods to assess community needs • Learn practical strategies to: • address changing demographics • provide better customer service • Get inspired and motivated • Focus on lessons learned

9. Impact of a leader’s experience: Acorns to Oaks • Focus on library’s commitment to total community – who are we not serving? • Use existing and build new connections • Involve target audience in developing plans for service • Don’t be afraid to “correct” mistakes • Hire the right leaders to develop plans and them support them in their work

10. Role of the chief executive:Molly Raphael • Identify organizational strengths and build on opportunities for improvements • Recognize talent in leaders and potential leaders, including new hires • Encourage and support key leaders, especially creativity and new thinking • Prepare to “stay the course” and focus on the vision and the goals

11. The impact of a leader’s experience: Rita Jimenez • Neighborhood Libraries Director • Daughter and granddaughter of immigrants • Heightened awareness thru life experience • Understand value of culturally specific services • Saw blind spots

12. Demographic portrait of Multnomah County Top four languages spoken other than English: • Chinese (1%) • Russian (1%) • Spanish (8%) • Vietnamese (2%) • Total 12% http://www.census.gov/acs/www/index.html

13. Our LSTA needs assessment • Designed to build relationships & provide data • Community leader interviews first, then surveys and focus groups • Recommendations focused on staff, collections and programs (in that order) • Strong communication plan essential • Commitment to real change

14. Commitment to excellence • Support from Director and senior leaders • Support from staff in every part of our library • 2009 IMLS National Medal for Museum and Library Service & 2008 Arthur Flemming Award

15. 5 years later – what has changed? • 13.25 (FTE) additional library staff who speak Chinese, Russian or Vietnamese in 12 strategic locations • Goal of 100% coverage: one bilingual employee at a location during open hours • Support by most staff though some resistance from union leadership

16. Demographic portrait of Multnomah County Library staff • In 2004: total of 445 FTE • Designated Chinese bilingual staff: 0 • Designated Russian bilingual staff: 0 • Designated Spanish bilingual staff: 18 • Designated Vietnamesebilingual staff: 0 • In 2010: total of 468 FTE • Chinese bilingualstaff: 3.75 • Russian bilingualstaff: 5 • Spanish bilingualstaff: 23 • Vietnamese bilingual staff: 4.5

17. New bilingual staff: the faces of our community • A picture is worth a thousand words • Target language staff at quarterly staff meeting • Most of new target language staff is bicultural as well as bilingual

18. Resources to support change • Mandatory cultural competency training for all library staff fostered a system-wide conversation and focus in 2006 • Ongoing training opportunities like Vietnamese culture training allows our staff to learn about our patrons and serve them better • Continuous learning and adaptation to new information and evolving community demographics

19. Cultural competency training • Conducted by TACS, a local non-profit http://www.tacs.org/ • Training began with senior management, then middle managers, then front-line staff • Improved from continuous participant feedback throughout the year • System-wide goal setting

20. 5 years later—what has changed? • Collection budget increased by 75% • Circulation increased by almost 40% • Reference questions increased by 328% • Storytimes in 4 languages – building a new generation of library users and supporters • Buy-in from staff who see results

21. Welcome to the Library videos spread our message in 3 languages • Helps immigrants navigate the library • Stars both library staff & community members • Circulates as DVDs and available on YouTube and library website (http://www.multcolib.org/services/languages/)

22. Take aways: • Get out of the library & listen • Interview your community leaders • Manage change (A good resource: William Bridges’ Managing Transitions) • Over-communicate with both patrons & staff • Always be willing to learn and to shift direction in a rapidly changing environment

23. Your questions and comments

24. Molly Raphael ALA President-Elect 2010-2011 (Retired) Director, Multnomah County Library mraphael@rapgroup.com 503-635-6361 (phone and fax) Rita Jimenez, Neighborhood Libraries Director ritaj@multcolib.org 503-988-4366 Multnomah County Library Administration 205 N Russell St Portland, OR 97212 http://multcolib.org/services/languages Want more information?

25. Thank you For your time, questions and commitment

26. Serving Diverse Communities: Case Studies in Leadership Multnomah County Library Portland Oregon May 24, 2010

27. Brought to you by… • Molly Raphael, ALA President-Elect 2010-2011 • Rita Jimenez, MCL Neighborhood Libraries Director • Texas Library Association • Nan Ellis, Registration Coordinator • Mary Ann Emerson, Webmaster • Gloria Meraz, Director of Communication • Julie Serafini, Programs & Events Assistant • Patricia Smith, Executive Director • Ted Wanner, CE Specialist • Special thanks to ReadyTalk.com

28. Please remember • Continuing Education Certificates may be printed tomorrow, May 25, on the TLA CE web site: www.txla.org/ce • Recordings will be available at the same web site on Monday, May 31 • Please complete the evaluation survey following the webinar

29. Ted Wanner, Continuing Education Specialist Texas Library Association tedw@txla.org / 800-580-2852 The End

30. The End