Documentation Example 1

7/20/03

Lynn Smith called me at 11:40am and said she would be at the library in 20 minutes to meet with me. I told her I could not meet with her in 20 minutes but that I would be happy to schedule an appointment for another time. She seemed hesitant to schedule an appointment and asked why she could not meet with me in 20 minutes. I explained to her that I had an appointment already in place and would then be going to lunch. She did finally schedule an appointment for noon on 7/23/03. Her tone was polite at first, but immediately changed to angry when I told her she could not come in 20 minutes.

7/23/03
I had the interview with Lynn Smith. Lynn was 10 minutes late due to a “parking problem.” She stated she had visited the library before and had trouble, but she thought today would not be as busy.

I gave her a volunteer application and criminal records check form. She asked why she needed to complete paperwork. I told her it was the procedure for becoming a volunteer and everyone had to do it. She said she did not want to complete a criminal records check because that was like admitting she was a criminal. I told her it was one of the requirements. She asked if she could go get her criminal history herself and bring a copy to me. I said we had to process the check ourselves.

She finally agreed to complete the paperwork but sighed several times while she was filling it out. She was also muttering something under her breath but I could not make out the words.

I started asking her standard interview questions and she sighed again several times. She did not smile the entire time she was in my office and often while I was speaking she looked bored. At one point her cell phone rang and she held up a finger to me and took the phone call. I’m sure I gave her an incredulous look. She rolled her eyes and told the caller, “I have to go. This lady is giving me the eye.”

She had written on her application, "I sometimes get irritable and unreasonable, but I'll be fine as long as people stay out of my way."

At this time, I informed Lynn that we did not have any positions available that would fit her needs and the needs of the library. She asked me if I was kidding and I told her I was not. She said I had to take her as a volunteer because volunteers can go anywhere they want. I told her that was not the case and thanked her for her interest in the library. She did not look happy when she left and I again heard her muttering under her breath.

Documentation Example

Collecting Documentation

As soon as you are aware of a problem, begin documenting the issue. Be sure to include the date and time of each occurrence, as well as the names of any people involved. Do not record personal opinions – keep everything factual. You may include tone of voice or general attitude, but don’t make guesses as to reasons for behavior.

For example:

1/18/07
Anne Smith no-showed for an interview at 9:00am, but called around 3:30pm and stated she had forgotten. I rescheduled her appointment for tomorrow at 10:00am.

1/19/07
I interviewed Anne Smith at 10:15am (she was 15 minutes late to the appointment). At the end of the interview I told her I did not feel we had any positions open that would fill her needs and ours.

She called me back around 12:30pm and stated she wanted to volunteer with children. I once again explained to her that ACPL did not have any volunteer positions where volunteers assist children with homework, except the Homework Help program, which requires math skills through calculus. She asked me what calculus was.

2/2/07
Anne Smith called my office while I was out at a conference. My recorded message stated I would be out of the office until 2/8/07. She left messages at 8:17am, 10:32am, and 4:12pm.

2/3/07
Anne Smith left messages at 10:30am, 11:07am, 2:04pm, and 4:09pm.

2/4/07
Anne Smith left messages at 10:54am and 3:17pm.

2/5/07
Anne Smith left a message at 12:30pm.

2/6/07
Anne Smith left messages at 8:01am and 4:47pm

2/7/07
Anne Smith left messages at 9:17am, 10:15am, 11:20am, 1:37pm, and 3:39pm. Her tone of voice sounded increasingly agitated with each call.

2/8/07
Anne Smith left a message at 9:42am wanting to know why I had not called her.

I called Anne Smith at 10:31am and explained to her again that she did not have the skills needed for Homework Help.

2/16/07
Anne Smith called at 12:17pm, 12:19pm, 12:43pm, and 12:52pm while I was out at lunch and left messages telling me she needed to talk to me about volunteering with children. I had just finished listening to my messages when the phone rang and it was Anne (1:13pm). She wanted to know why I had not called her back about volunteering. I explained to her again that she did not have the skill set needed for Homework Help.

I also told Anne that in the future I would not be returning calls about volunteering. I explained that I had spoken to her on several occasions and the answer was not going to change. I was polite but firm. She indicated that she understood.

2/18/07
Anne Smith called me at 8:36am stating that she wanted a volunteer position working with children. I told her we had no volunteer positions that would meet her needs and the library’s needs.

2/20/07
Anne Smith left a message at 11:47am. I did not return the call.

2/24/07
Anne Smith left a message at 3:48pm. I did not return the call.

Verification Letter

July 22, 2004

Christopher Smith
345 Main Street
Fort Wayne, IN 46805

Dear Chris,

I wanted to write and tell you how much your volunteer time at the Allen County Public Library has meant to the Shawnee Branch and the entire library system. You have been an exceptional volunteer for us and we are very sorry to see you go!

If you ever need your volunteer hours in documentation or a letter of recommendation, I would be happy to provide them.

I looked up your total hours and you worked 366 hours starting October 12, 1999 and going through July 5, 2004. We thank you for all you hard work as a volunteer! Please think of us if you are ever looking for a volunteer opportunity in the future.

Sincerely,

Sandra Screeton
Volunteer Services Manager

Thank You - Special Program

November 1, 2005

Mary Smith
901 Main Street
Fort Wayne, IN 46805

Dear Mary:

Thank you for helping to make The Day of the Dead/El Dia de Los Muertos possible! Your assistance with the sugar skulls and royal icing is very much appreciated! Jen and Phil from the Georgetown Branch wanted me to pass along to you their sincere gratitude. We couldn’t have made this program great without you!

Thank you! ¡Muchas gracias!

Sandy Screeton
Manager, Volunteer Services
Allen County Public Library

Help Needed 2

October 7, 2003

Guidance Counselor
Central High School
567 Main Street
Fort Wayne, IN 46805

MOVING CREWS NEEDED

The Allen County Public Library is moving to a temporary site in January or February. We are looking for groups of high school students who need to do service hours or would like to perform service hours during our moving process.

We are looking for:

Volunteers available for 3-4 hours during school hours or on the weekends for one time or several times during the next 5-6 months.

Volunteer tasks:

1. Box maker

2. Mover – pushing carts of books into trucks and off the trucks

3. Loader – take books from shelf to box

4. Unloader – take books from box to shelf

5. Assisting departments as assigned during the two weeks the library is closed to the public

Skills required:

1. Able to put materials in order by number and decimal (using Dewey Decimal system)

2. Lifting 30-50 pounds

Benefits:

1. Documentation of hours volunteered

2. Confirmation of hours worked for scholarship and/or grant purposes

3. Providing a valuable service to an agency that is very responsive to the needs of an entire community

Please contact: Sandy Screeton, Volunteer Services Manager, at 260-421-1233

Help Needed Letter 1

June 28, 2007

Dear Genealogy Enthusiast:

As you may already know, the Federation of Genealogical Societies, along with the Allen County Public Library, are preparing for a national genealogical conference that will be taking place August 15-18 of this year at the Grand Wayne Center and in our very own beautiful new Main Library! The conference is expected to draw in thousands of visitors from all across the country (and beyond!).

But our Genealogy Center staff can’t pull this off on their own. We are looking for enthusiastic, energetic volunteers like you to help out at our big event. There are all sorts of opportunities available, whether you want to assist in the morning or evening, for three hours or three days! Recruit members of your family or a couple of close friends and make it a group effort!

Following are some of the many areas in which we need volunteers:

Packet Assemblers: We need up to 10 people on Monday, August 13 between the hours of 9:00am – 12:00pm, to assist with assembling packets of information for the conference. Some attention to detail will be essential for this duty, along with the ability to handle repetitive tasks. Be prepared to take instruction and then work independently!

Registration Desk Attendants: We need 4-5 people on Tuesday the 14^th between 2:00pm and 7:00pm; 4-5 people on Wednesday the 15^th between 6:00am and 4:00pm; 4-5 people on Thursday the 16^th between 6:00am and 4:00pm; 2-3 people on Friday the 17^th between 7:00am and 4:00pm; and 2 people on Saturday the 18^th between 7:00am and 12:00pm. If you’re a people person, this is definitely your chance to shine as you greet and answer general questions for conference attendees. Registration Desk Attendants should also be able to tolerate crowds, high levels of noise and activity, and a fast-paced environment while remaining professional and polite.

Exhibit Assistants: Several people will be needed between 8:00am and 6:00pm on Wednesday, August 15 to assist vendors with moving into their spaces in the exhibit hall at the Grand Wayne Center. No lifting or moving is required! This task involves showing the vendors where their spaces are and urging the vendors to unload quickly at the dock so that other vendors may arrive and take their turn unloading as well. Exhibit Assistants should have stamina for continued walking and standing, a friendly and courteous attitude, and the ability to deal with unexpected changes, delays, or problems in a helpful and efficient manner.

Computer Lab Docents: We need 1-3 volunteers to direct attendees to the computer labs within the Main Library. No genealogy or computer experience is necessary! Volunteers must be able to interact pleasantly with a variety of individuals, make small talk, and answer general directional questions (“Where is the nearest restroom?”). People are needed Wednesday the 15^th and Thursday the 16^th between 9:00am – 9:00pm, and on Friday the 17^th and Saturday the 18^th between 9:00am – 6:00pm.

Youth Fair Assistants: The Youth Fair is being held in the Main Library on Saturday the 18^th from 10:00am until 3:00pm. Assistants will be needed to take photographs, help young adults and children with historic costumes, and provide general aid as needed. Youth Fair Assistants should enjoy working with teens and children, have energy for continuous standing or walking, and display responsible behavior.

Early/After Hours Volunteers: Because the Genealogy Center will be open between 6:00 – 9:00am on Thursday, Friday and Saturday, we will be needing additional people to greet Genealogy Center patrons and make certain they get from the entrance to the Genealogy Center (and not wandering in between), that they know there is no food or drink allowed, the locations of the restrooms, etc. We also need a few night-owls to volunteer between 9:00pm – midnight on Thursday, escorting patrons from the Genealogy Center to the exits, making sure no one gets stuck on the elevator, directing people to the parking garage, and acting as liaison between the patrons and ACPL Security staff in the event of problems or concerns. Early/After Hours Volunteers need to be friendly, patient, and confident.

As you can see, we have a lot of exciting events planned and we would like you to be a part of things! Please respond quickly if there is a volunteer position you are particularly interested in having. You may reach me by telephone at 260-421-1233 or via e-mail to sscreeton@acpl.info. If you know of someone else who would like to help, short-term volunteer applications are available in the Human Resources office at the Main Library or by contacting me directly.

Please note: If you have already signed up to help out at the conference, I still need to hear from you so the volunteer schedule remains correct. There will be a lot happening leading up to the conference and we don’t want to have certain things double-booked!

I look forward to hearing from you and scheduling you in to be a part of this terrific event!

Sincerely,

Sandra Screeton
Manager, Volunteer Services

Rejection - Inappropriate Behavior

August 21, 2006

Michael Smith
789 Main Street
Fort Wayne, IN 46805

Dear Michael,

Thank you for your application to volunteer at the Tecumseh Branch of the Allen County Public Library. We appreciate your interest.

I am writing to let you know that we will not be able to use you as a volunteer in the Allen County Public Library system at this time. Your behavior as a patron has been inappropriate. Volunteers are expected to act as role models, and need to display proper behavior at all times.

If at the end of one year you have demonstrated your willingness and ability to act as a role model within the library, we will review your application and discuss with you the possibility of interviewing you to become an ACPL volunteer.

Please feel free to contact me after August 21, 2007, to request an appointment.

Sincerely,

Sandra Screeton
Volunteer Services Manager

Incomplete Application

July 6, 2006

Julie Smith
234 Main Street
Fort Wayne, IN 46805

Dear Julie,

Upon reviewing your application this morning I noticed a problem that must be dealt with before I can consider you for a volunteer position at the Allen County Public Library.

Your application does not include the names of two references. You must list two references who are not family members. This can be a teacher, friend of the family, someone you have done babysitting or yard work for, a member of your church or synagogue, or someone of similar status who is age 18 or older and has knowledge of your maturity and sense of responsibility.

I have included a copy of your application. You may fill in the needed information and send it back in the enclosed envelope.

Please feel free to contact me if you have any questions. I can be reached at 421-1233.

Sincerely,

Sandra Screeton
Volunteer Services Manager