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

2 Texas Library Association Strategic Initiative Webinar: Serving Diverse Communities To hear the audio part of the webinar, be sure to dial our conference call at (toll free). When asked, key in your access code: For Technical Support, please call toll free to

3 Texas Library Association Strategic Initiative Webinar: Serving Diverse Communities CE Certificates will be available tomorrow on the TLA CE web site: Free recordings will be available on Monday on the same site. Can’t hear? Please dial toll free, use access code

4 Helpful Tips 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. Can’t hear? Please dial toll free, use access code

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

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%) Total12%

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? (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 Vietnamese bilingual staff:0 In 2010: total of 468 FTE Chinese bilingual staff:3.75 Russian bilingual staff:5 Spanish bilingual staff: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 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 ( /services/languages/) /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 (Retired) Director, Multnomah County Library (phone and fax) Rita Jimenez, Neighborhood Libraries Director Multnomah County Library Administration 205 N Russell St Portland, OR 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 Rita Jimenez, MCL Neighborhood Libraries Director Texas Library Association Nan Ellis, Registration Coordinator Mary Ann Emerson, Webmaster Mary Ann Emerson, Webmaster Gloria Meraz, Director of Communication Gloria Meraz, Director of Communication Julie Serafini, Programs & Events Assistant Julie Serafini, Programs & Events Assistant Patricia Smith, Executive Director Patricia Smith, Executive Director Ted Wanner, CE Specialist 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: 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 / The End

30 The End