Service Desk Assessment Template - DOC by icp15602


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									 Performance Review                                                                                                Performance
 MIT Libraries                                                                                                     Assessment





 EMPLOYEE SIGNATURE: _______________________________________DATE:____________

 SUPERVISOR SIGNATURE: ______________________________________DATE:____________

 DEPARTMENT HEAD SIGNATURE: _________________________________DATE:____________

 ASSOC. DIRECTOR SIGNATURE: __________________________________DATE:____________

 Benchmark Rating
 Following the completion of each Performance Assessment Period (see following page under Instructions),
 benchmark ratings are assigned by supervisors. Ratings are communicated back to employees by means of a copy
 of this cover sheet late in January (Support Staff) or April (Administrative Staff).
 Based on the performance described in this assessment and information learned in the performance discussion, the
 benchmark rating assigned to describe this employee’s performance for this past year is:

  Exceptional (Performance of responsibilities in most areas regularly surpassed expected levels for the position this past
     year; work served as an example for others. Demonstrated a thorough and insightful understanding and execution of job
     responsibilities. This rating indicates an outstanding overall performance.)

  Strong (Performance of responsibilities in most areas was strong this past year; in some areas it exceeded expected levels
     for the position. Demonstrated a comprehensive understanding and consistent performance of job responsibilities. This
     rating indicates a commendable overall performance.)

  Effective (Performance of responsibilities in most areas was at expected levels for the position this past year; there may
     have been inconsistencies in some responsibilities. Demonstrated a full understanding of the job duties. This rating indicates
     a satisfactory overall performance with potential for improvement.)

  Improved Performance Required (Performance of responsibilities in significant job areas failed to meet required
     levels for the position in the past year. Performance plan for the next year will be required. This rating indicates an
     unsatisfactory overall performance. No merit increase is awarded.

  New (Performance rating deferred until one year at MIT or one year in current position has been completed.)

Performance Assessment Form                                                                                                      1

Performance assessment identifies the core responsibilities of a position and records an individual’s
performance in that position. It not only provides a means of common understanding of responsibilities
and expectations between supervisor and employee, but is also a useful tool in setting and reviewing
goals, documenting achievements and identifying strategies for the employee’s growth and development.

The supervisor, in consultation with the employee, should schedule a date for the performance
discussion. This date should allow enough time for the employee to complete the Self-Assessment Form
and submit it to the supervisor two weeks in advance of the scheduled performance discussion.

The supervisor should review the Self-Assessment Form and refer to it in completing this Performance
Assessment Form. The completed Performance Assessment Form should be provided to the employee
at least two days in advance of the scheduled performance discussion. Finally, the Performance
Assessment Form should be updated as a result of the performance discussion, documenting the agreed
upon goals as well as any changes or adjustments to other sections.

The final copy of the Performance Assessment Form should be signed by both the employee and
supervisor and forwarded, along with the Self-Assessment Form, to the Associate Director, who will sign
and forward both copies to Administrative Services for retention. Performance assessments will be kept
on file for four years (three past years plus current year).

While both the Performance Assessment and the Self-Assessment forms will be filed together, it is the
Performance Assessment Form that is the document of record of an employee’s performance. If an
employee disagrees with particular issues raised in the Performance Assessment, s/he may write a letter
or statement to that effect and request that it be included in his/her file as well.

Support Staff Calendar
    Performance Assessment Period is October through December
    Benchmark Ratings due in January
    Benchmark Ratings communicated back to employees in February
    Salary letters distributed in late March; new salaries effective in April

Administrative Staff Calendar
    Performance Assessment Period is January Through March
    Benchmark Ratings due in April
    Benchmark Ratings communicated back to employees in May
    Salary letters distributed in late June; new salaries effective in July

Performance Assessment Form                                                                               2
A. Review of Goals

    Assess employee’s success in meeting last year’s goals and indicate which of them are
    complete. For any that were not completed, acknowledge any obstacles to progress. (For
    the Six-Month Review of a new employee, use this section to assess the status and success
    of initial training.)

       Attend customer service training – completed April 2006
       Shift journal collection on the 2nd floor – completed August 2006
       Assist in training of new student workers – helped train one student at the
        beginning of the spring semester and two at the beginning of the fall semester

       Participate in testing new version of Aleph – delayed due to late release from
        vendor but scheduled to start in January 2007

B. Position Responsibilities

    List the employee’s core position responsibilities and note any significant changes to these
    responsibilities since the last review.

   Assists in all aspects of circulation, reserve and information operations
   Shares responsibility for opening library and related tasks
   Shelves and assists in maintenance of the general book and bound journal
    collections and oversees stack management
   Performs searches for missing titles
   Process Book Page requests
   Assists in training staff involved in circulation and reserve operations and schedules
   Trains and directs work of student stackers
   Collects circulation and public service statistics and assists in developing methods
    for accessing and reporting them
   Participates in continued development and enhancement of circulation services
   Provides information and reference assistance
   Assist patrons with copying, scanning , and microform equipment

C. Acknowledgement of Employee Accomplishments

    Note employee’s significant accomplishments of the past year, which may include some of
    the goals from Part A, above. Assess the impact of these accomplishments on the
    employee’s development as well as the Libraries’ organization.

   Attend customer service training
   Shift journal collection on the 2nd floor
   Assisted in training of three new student workers
   Shelf read thesis collection
   Organized staff training session for new scanning equipment
   Created general training documentation for staff and students for use of scanner
   Assisted in removal of items from reserve collection in preparation of fall semester

Performance Assessment Form                                                                        3
D. Assessment of Performance

   Discuss and evaluate the employee’s job performance over the past year relative to the
   above sections (A., B. and C.). Consider performance factors that are most applicable to
   the employee’s position (see Appendix and/or provide others)

Hayden continued to provide good customer service at the desk this year. His thorough
knowledge of circulation processes and policies enabled him to efficiently perform
transactions and resolve problems. Hayden was welcoming with patrons, making eye
contact as they entered the library and practiced the skills covered in the Libraries’
customer training session. I value Hayden’s contributions to making the library a place to
which our patrons would want to return.

Handling patron fines was an area in which Hayden shined. He was very calm and
professional when talking to patrons even when they were visibly upset. Hayden was
able to effectively resolve most of the situations himself, forwarding only the most
complex to his supervisor. He was very judicious in waiving fines, usually choosing to
reduce them instead, achieving a satisfactory outcome for the library and the patron.
Settling fine disputes is a sensitive circulation responsibility and Hayden serves as an
example to his colleagues in this area.

Keeping up with changes in procedures, Hayden learned about ILLiad as well as the new
processes for ILB. He also showed great initiative by teaching himself how to use the
scanning equipment purchased for the library this year. Not only did Hayden create
documentation for how to use the new scanner but also he held a training session for
interested staff. With Ex Libris’ delay of the latest Aleph release, Hayden was not able to
realize his goal of testing the system this year. However, Hayden will participate in
testing the circulation model in the spring after the upgrade is installed.

As a member of the circulation unit, it’s critical that Hayden work collaboratively with
others. He continued to progress in this area with his training efforts with staff and
students. In addition to the training he provided on the scanning equipment, Hayden also
worked with other staff to train three new student workers. The team of three circulation
staff members planned the student training, dividing training responsibilities amongst
the group. Hayden demonstrated his flexibility by regularly volunteering to cover the
desk on nights and weekends when staff was on vacation. This flexibility is not only
appreciated by his supervisor but also by the rest of the circulation staff.

It is important for staff members to communicate to the group about issues and
concerns that occur, especially at night or on weekends as there is usually only one staff
member working. Hayden needs to keep this fact in mind as there were a couple of
incidents that he failed to report to the day staff when he was working over the weekend.
One example was when he forgot to mention that a student reported having problems
accessing a locally mounted CD-ROM database. The problem could have been solved
sooner if he had let others know about it rather than waiting for someone else to
discover it and report it. I am confident that Hayden can make this adjustment in the

In addition to regular shelving of materials, Hayden completed a few projects to maintain
the stacks. After processing staff completed the annual journal storage, Hayden shifted
the entire journal collection incorporating a few journals which changed titles. He also

Performance Assessment Form                                                                   4
relabeled all the stacks to reflect the appropriate ranges held. Along with another staff
member, Hayden shelf-read the theses collection improving patron access. The plan is to
reduce the reference collection this year based on the R2 Consulting recommendation.
Hayden will be the primary circulation person assigned to work with processing on this

Hayden continued his responsibility for book searches this year. He was very
conscientious about responding to patrons’ requests quickly, making sure he was within
the advertised 24 hour turnaround time. His email communication, while always
professional, has improved in that he was able to employ a friendlier voice, which is
difficult in writing.

Overall, it was a productive year for Hayden in which he was able to increase his skills.
His contributions made Hayden a real asset to the library.

E. Goal Setting and Strategies for Success

    Work with employee in establishing goals for coming year, and list below.
           be specific and realistic
              refer to goals suggested in self-assessment form as well as factors impacting job
               satisfaction and development needs
              consider performance areas representing positive growth opportunities or needing
               improvement as noted above (D)
              identify strategies for meeting goals (including training and other resources)

   Attend service desk training
   Take Dreamweaver class
   Participate in testing new version of Aleph
   Work with processing staff on Reference weeding project

F. Organizational Commitment to Support

    Consider employee’s needs as stated in self-assessment form. Acknowledge those that are
    in your control as a supervisor and indicate strategies for providing support.

While the library already has two web contacts, I would like to encourage Hayden’s
interest in developing his web skills. Projects requiring Dreamweaver or basic html skills
occur more frequently each year and it is likely more support in this area will be needed
in the future. Hayden and I will check the IT training schedule to see if the appropriate
training is offered in the spring or summer. However, I would like to avoid scheduling the
training in the fall due to the heavy demand at the desk.

Performance Assessment Form                                                                        5


Use section D of the Performance Assessment Form for a narrative on any selection of factors
listed below or any additional factors as they pertain to the employee’s performance in the past
12 months.

What they did
Execution of position responsibilities
Realization of position objectives
Areas of exceptional performance
Areas of positive growth opportunities
Areas of performance needing attention or improvement
Special projects or achievements

How they did it
Quality of work
Effectiveness of prioritization
Effectiveness of time management

Big Picture
Demonstrated level of commitment to job, department and MIT Libraries
Demonstrated understanding of impact of individual contribution to Libraries’ and department’s goals

Adaptation to changes
Demonstrated level of resourcefulness
Effectiveness in dealing with challenging situations
Experimental initiative
Effectiveness in solving problems and making decisions

Effectiveness of working relationships
Demonstrated examples of collaboration
Demonstrated examples of leadership

Implementation and development of technical skills
Effectiveness of oral and written communication
Demonstrated commitment to customer service

Level of commitment to learning and skill development
Professional involvement and contributions

Performance Assessment Form                                                                            6

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