TOWN OF MARKHAM PUBLIC LIBRARY BOARD

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					                                                                               AGENDA
                                                                               ITEM 1.1


                  TOWN OF MARKHAM PUBLIC LIBRARY BOARD
                                       REGULAR MEETING

          Notice of meeting to be held on Monday, November 22, 2010, 7:00 p.m.,
      Markham Village Library – Program Room, Main Level, 6031 Highway 7, Markham

1.0                                      AGENDA

1.1    Call to order/Approval of agenda
1.2    Declaration of conflict of interest
1.3    Due Diligence
1.4    Delegation (Ownership/Linkages)
1.5    Chair’s Remarks
1.6    In Camera

       (Agenda Item 7.1 Thornhill Community Centre & Library –
       Update – R. Bell will be heard following Agenda Item 1.5 Chair’s
       Remarks)


2.0                                CONSENT AGENDA
       ALL MATTERS 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    Approval of Consent Agenda
2.2    Minutes of Meeting October 27, 2010
2.3    Communication and Correspondence:
       2.3.1     Resignation of Mrs. Madhany
       2.3.2     Annual Board Dinner
       2.3.3     Annual Staff Celebration
       2.3.4     Ontario Library Association Conference – Feb 2-5,
                 2011
                 Declaration of Compliance for MPL Board Members
       2.3.5     Board Leadership Newsletter #111
2.4    Annual Monthly Policy Review: (The wording of the following
       policies are reviewed annually by a Member)
       2.4.1 GP-2b Board Job Description – C.. Giblon
       2.4.2 BCL-2b Accountability of the CEO – A. Leung

3.0                          CEO’S REPORT
       3.1.1   CEO’s Report, November 2010

4.0                 MONITORING (delegation-ownership linkages)
4.1    Compliance list of internal monitoring reports and Discussion
       Led by Members:
       4.1.1 EL-1 General Executive Constraint – J. Hung
       4.1.2 EL-2a Customer Relations - E. McDermott
       4.1.3 EL-2e Financial Condition - M. Naik
4.2

5.0                                          ENDS
5.1

6.0                                   GOVERNANCE
6.1
                  TOWN OF MARKHAM PUBLIC LIBRARY BOARD
                                     REGULAR MEETING

           Notice of meeting to be held on Monday, November 22, 2010, 7:00 p.m.,
       Markham Village Library – Program Room, Main Level, 6031 Highway 7, Markham


7.0                             OWNERSHIP LINKAGE
7.1     Thornhill Community Centre & Library – Update – R. Bell
7.2     Board Priorities
7.3     SOLS Report
7.4

8.0                                   EDUCATION
8.1

9.0                           INCIDENTAL INFORMATION
9.1

10.0                                NEW BUSINESS
10.1

11.0                             BOARD EVALUATION
11.1    Conduct of the Board Survey

12.0                                ADJOURNMENT
                                                                                                    AGENDA
                                                                                                    ITEM 2.1

TO:                         Town of Markham Public Library Board

FROM:                       Cheryl Giblon, Chair

PREPARED BY:                Jane Byrnes, Board Secretary

DATE OF MEETING:            Monday, November 22, 2010

SUBJECT:                    CONSENT AGENDA


RECOMMENDATION:

That the Consent Agenda comprising of Items 2.1 to 2.4.2 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.

BACKGROUND:

2.0      CONSENT AGENDA

  2.1           Approval of Consent Agenda
  2.2           Minutes of Meeting October 27, 2010
  2.3           Communication and Correspondence:
                2.3.1       Resignation of Mrs. Madhany
                2.3.2       Annual Board Dinner
                2.3.3       Annual Staff Celebration
                2.3.4       Ontario Library Association Conference – Feb 2-5, 2011
                2.3.5       Declaration of Compliance for MPL Board Members
                2.3.6       Board Leadership Newsletter #111
  2.4           Annual Monthly Policy Review: (The wording of the following policies are reviewed
                annually by a Member)
                2.4.1 GP-2b Board Job Description – C.. Giblon
                2.4.2 BCL-2b Accountability of the CEO – A. Leung




Cheryl Giblon
Chair




I:\SENIOR 2007\BOARD\MEETINGS\2010\November 2010\2-1 RPT-BRD 10-22-11 Consent Agenda .doc                 1
                                                                                                AGENDA
                                                                                                ITEM 4.1.2
TO:                        Town of Markham Public Library Board

FROM:                      Catherine Biss, Chief Executive Officer

PREPARED BY:               Moe Hosseini-Ara, Director, Service Excellence

DATE OF MEETING:           November 22, 2010

SUBJECT:                   INTERNAL MONITORING REPORT – EXECUTIVE LIMITATION EL-2a,
                           CUSTOMER RELATIONS



POLICY TYPE:               EXECUTIVE LIMITATIONS

POLICY TITLE:              CUSTOMER RELATIONS (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 consistency across the system.




Catherine Biss


1. The CEO shall not use application forms or procedures that elicit information for which there is no clear
   necessity.

      REPORT:
         • 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.


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.




                                                                                                               1
    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. Customer data is transmitted and securely stored on servers protected behind a
         firewall on the Town of Markham’s network. The security of the network and servers are tested
         regularly by the Town’s IT department and meet or exceed best practices in the industry.


3. The CEO shall not fail to establish with customers a clear understanding of what may be expected and
   what may not be expected from the service offered.

    REPORT:
       • The Location & Hours bookmark and the Managing Your Account brochure 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, and available programs and services.
       • 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 fail to inform customers of this policy, or to provide a grievance process to 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. In addition,
         customers have access to the Customer Suggestions & Comments Form and the Fines and
         Fees Appeal Form at all branches.
       • There is an escalation process in place whereby customers are given the opportunity to take
         their concerns/complaints to the next level if necessary.
       • Customers can click on the “Contact Us” link on the Library’s website to obtain email addresses,
         contact names, and telephone/fax numbers to contact appropriate staff.
       • Ongoing online customer satisfaction survey also provides customers the opportunity to provide
         comment and feedback on the Library’s policies, procedures and processes. Comments are
         reviewed regularly by management and handled accordingly.


5. The CEO shall not fail to provide a safe, clean, organized and welcoming environment in all Branches.

    REPORT:
       • Reports regarding issues related to this limitation can be found in the CEO’s Highlights on a
         regular basis.
       • The Strategic Plan puts specific focus on creating and maintaining a clean and welcoming
         environment which has resulted in numerous initiatives to ensure success.
       • A contract Facilities & Properties Coordinator has been employed to deal with related issues
         on a system-wide basis. This staff member will ensure consistency and adherence in the
         application of the Library’s expectations, processes and service levels with Town
         Departments and outside contractors.



                                                                                                               2
6. The CEO shall not fail to establish an effective Internet policy.

    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.
       • The policy is reviewed annually to ensure relevance. There have been no changes since it
         was last updated in January 2008.
       • With the implementation of Bill 168, the procedures for handling issues related to this policy is
         under review and will be updated if necessary.
       • Customers must read and accept the Internet Use Policy when logging into the Library’s
         public access computers.


7. The CEO shall not operate without a policy guiding the posting and distribution of materials and petitions
   in the Library.

    REPORT:
       • The Library has two management policies, Posting & Distribution of Materials and Petitions.
         Both policies are made available on the Library’s website and at all Library locations.
       • The Posting & Distribution of Materials policy was last reviewed and updated in October
         2010.


8. The CEO shall not fail to establish a comprehensive media relations policy and ensure staff compliance
   with it.

    REPORT:
       • The Library has a Media Relations Policy, which is made available to staff at all Library
         locations. The Marketing and Community Development Manager and other Senior
         Management staff work with the Town of Markham’s Communications & Community Relations
         department as required to ensure appropriate communications/relations are maintained with the
         media with respect to sensitive matters.
       • The policy is reviewed on a regular basis and as per the review schedule.




                                                                                                                3
                                                                                                    Agenda
                                                                                                 Item 4.1.3
TO:                         Town of Markham Public Library Board

FROM:                       Catherine Biss, Chief Executive Officer

PREPARED BY:                Larry Pogue, Director, Administration & Operational Support

DATE OF MEETING:            November 22, 2010

SUBJECT:                    INTERNAL MONITORING REPORT – EXECUTIVE LIMITATION EL-2e,
                            FINANCIAL CONDITION



POLICY TYPE:                EXECUTIVE LIMITATIONS

POLICY TITLE:               FINANCIAL CONDITION (EL-2e)

                            [Report on actual expenditures compared with budget]


GLOBAL POLICY LIMITATION:
With respect to the actual, ongoing financial condition and activities of the organization, the CEO shall not
cause or allow the development of fiscal jeopardy or a material deviation of actual expenditures from
board priorities established in Ends policies and under the Public Libraries Act, RSO 1990, c. P.44.

INTERPRETATION:
Consistent with statutory obligations and prudent financial management, funds will be allocated and
expended consistent with stated ends policies.

REPORT:
This is a report on actual and budgeted expenditures during the specified portion of the fiscal year. All
expenditures were in full compliance with Board policy.




Catherine Biss


1. POLICY LIMITATION: The CEO may not expend more funds than have been received in the fiscal
   year to date unless the debt guidelines (below) are met.

      INTERPRETATION:
      The CEO shall not operate in a deficit situation at any time during the fiscal year that cannot be repaid
      within 60 days.

      REPORT:
      The CEO is in compliance. As of October 31, the Library had a budgetary surplus of $471,813,
      based on actual expenditures of $8,819,249 against budgeted expenditures of $9,169,954. See
      Appendix “A” (Ten Months Operating Budget Statement of Revenue and Expenditures – October 31,
      2010).




                                                                                                              1
   Revenue has been higher than expected this year, with a favourable variance of $121,108. Program
   fees, Fundraising, and Sales of Damaged & Discarded Books are the main contributors to this
   variance.


2. POLICY LIMITATION: The CEO may not indebt the organization in an amount greater than can be
   repaid by certain, otherwise unencumbered revenues within 60 days, or hold the controllable
   expenditures to avoid overspending funds.

   INTERPRETATION:
   The CEO shall not enter any commitment that cannot be fully paid from unencumbered revenues or
   monitor the expenditures to ensure commitments are covered, without jeopardizing the Library’s financial
   stability.

   REPORT:
   There are no commitments beyond those identified in the current operating budget.


3. POLICY LIMITATION: The CEO may not fail to process payables for timely submission to the Town’s
   Financial Services Department.

   INTERPRETATION:
   The CEO shall ensure timely processing and submission of payables.

   REPORT:
   Invoices for payment are processed and submitted to the Town’s Accounts Payable Department in a
   timely fashion. This has been made a priority in order to ensure that payments are made as quickly
   as possible. Upon receipt of the Library’s authorizations for payment, the timing of the actual
   payments is determined by Accounts Payable.


4. POLICY LIMITATION: The CEO may not withhold, nor otherwise delay, from the Board the results and
   recommendations of the auditors and the Administrative response thereto.

   INTERPRETATION:
   The Library’s financial statements will be evaluated by an independent auditor on an annual basis,
   who will then express an opinion based on the audit, and then present it to the Board.

   REPORT:
   The Auditor’s Report for 2009 was presented to the Board at the May 31, 2010 meeting. The report
   indicated that the Library’s financial statements “present fairly, in all material respects, the financial
   position of the Board as at December 31, 2009 and the results of its operations and the changes in its
   financial position for the year then ended in accordance with the Canadian generally accepted
   accounting principles.” In her presentation, the auditor verified that there were no uncorrected
   differences and that throughout the audit she had the full cooperation of staff. The Board approved
   the “2009 Financial Statements of the Town of Markham Public Library Board” as prepared by the
   auditor.


5. POLICY LIMITATION: The CEO may not fail to comply with the Management Policy on Expenditure
   Control, which is based on the Town of Markham’s Expenditure Control Procedure policy.

   INTERPRETATION:
   The CEO shall comply with the Library’s “Management Policy on Expenditure Control.”




                                                                                                            2
   REPORT:
   The CEO is in compliance. The “Management Policy on Expenditure Control” is based on the Town
   of Markham’s “By-law 2004-341 Purchasing By-Law.” Both documents delineate the procurement
   practices that the Library must follow.

   Included in these policies are competitive bid processes and approval thresholds. In the course of its
   business, the Library carries out significant levels of purchasing using approved tax-funded operating
   and capital budgets. The Library participates fully in the Town’s procurement planning process,
   which enables us to take full advantage of the Purchasing Department’s experience and negotiation
   expertise.

   In 2010, this has led to savings in the purchase of 3M equipment for Thornhill Community and
   Milliken Mills Branches, and of furniture for Unionville Branch. Over the past several years, the cost
   of the inter-branch courier service contract has decreased significantly while the quantity of materials
   being shipped has increased. In addition, there have been improvements in the quality and reliability
   of the service. The courier transports boxes of books and other materials between MPL locations five
   days per week in order to fulfill customer holds and return materials to their home branch locations.
   The number of holds placed by Library customers has been increasing steadily in recent years,
   resulting in heavier courier loads.

   We are also part of a multi-year contract for cleaning services that covers buildings throughout the
   Town, including the stand-alone Library branches (Markham Village, Thornhill Village, Unionville).


6. POLICY LIMITATION: The CEO may not acquire, lease, rent, encumber or dispose of real property.

   INTERPRETATION:
   For the purpose of acquiring, leasing, renting or encumbering, this means new property not currently
   under Board ownership, lease, or rental. Real property is interpreted to mean real estate, space and
   facilities. Disposal would mean the sale of real property.

   REPORT:
   Currently there are 6 MPL branch locations, including three stand-alone buildings (referenced above)
   and three community centre branches (Angus Glen, Milliken Mills and Thornhill Community). The
   new East Markham Branch, to be located in a community centre being built directly adjacent to
   Markham Stouffville Hospital, will be opening in several years.

   The Library currently does not own real property or lease or rent any spaces.


7. POLICY LIMITATION: The CEO may not fail to aggressively pursue receivables, fines and fees, after
   a reasonable grace period.

   INTERPRETATION:
   The CEO shall ensure receivables, fines, and fees are recovered through the most current methods.

   REPORT:
   The Library does recover receivables, fines and fees on an ongoing basis. MPL has an agreement
   with Unique Management Services (UMS) to pursue suspended customer accounts that that have
   amounts owing of greater than $40 in fines, fees and lost materials, and where the customer has
   failed to respond to multiple MPL contact attempts for a minimum of 45 days. The following is a
   summary of 2010 year-to-date information related to MPL’s UMS transactions:




                                                                                                          3
                                      Description                             Amount
              Customer accounts submitted to collection agency                      424
              Fines/fees received from customers following UMS contacts         $16,197
              Value of returned items following UMS contact                     $11,390
              Fees paid to UMS by MPL                                            $2,140
              Net benefit to MPL                                                $25,447
              Net value to MPL per $1 paid to collection agency                  $11.89


   While the relationship with the collection agency is very successful financially, the most important
   benefit is that overdue materials are returned to MPL at a greater rate, making them available to other
   customers and ensuring that the Library fulfils its service mandate within the community. The
   arrangement helps to ensure that resources purchased through taxpayer-based funding remain public
   assets rather than be misappropriated into private hands.


ATTACHMENTS:
   • Appendix “A” – Statement of Revenue and Expenditures, 10 months ending 31/10/2010.
   • Appendix “B” – Variance Report.




                                                                                                         4
                                                                                    AGENDA
                                                                                  ITEM 11.1

                               The Conduct of the Board

1. Board members are aware of what is expected of them.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

2. The agenda of Board meetings is well planned so that we are able to get through all
   necessary Board business.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

3. It seems like most Board members come to meetings prepared.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

4. We receive written reports to the board in advance of our meetings.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

5. All Board members participate in important Board discussions.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

6. We all do a good job encouraging and dealing with different points of view.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

7. We all support the decisions we make.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

8. The Board has taken responsibility for recruiting new Board members.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

9. The Board has planned and led an orientation process for new Board members.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

10. The Board has a plan for board education and development.

    1 Strongly disagree             2 Disagree              3 Maybe or Not Sure
    4 Agree                         5 Strongly Agree

                                                                                         Over
                                                                                 AGENDA
                                                                               ITEM 11.1


  11. Our Board meetings are always interesting.

     1 Strongly disagree             2 Disagree         3 Maybe or Not Sure
     4 Agree                         5 Strongly Agree

  12. Our Board meetings are frequently fun.

     1 Strongly disagree             2 Disagree         3 .Maybe or Not Sure
     4 .Agree                        5 Strongly Agree

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