Staff Profile - January 2013

Jessica Serrano, Library Associate at Webb Wesconnett, was nominated for the Challenge the Process Award by then Branch Manager Erica Brown. Jessica won that award and also was named Employee of the Quarter for the 4th quarter of FY 2012. Jessica speaks fluent Spanish and helps Spanish customers file forms, etc., and makes them feel welcome. These and other skills led Eric Soriano to ask her to assist with Spanish computer classes at Main. Erica Brown said, “Jessica encourages the heart with her patience and kindness to everyone. She has been shopped more than anyone on the staff and I believe it is because she attracts customers with her openness and enthusiasm.” (Jessica preferred not to use a photo.) 

Q: You used WorkSource laptops and taught in Spanish while WorkSource trained in English in the next room at the Webb Wesconnett Branch Library. How did you proceed to develop this successful partnership with WorkSource?

A: When Eric Soriano asked me to assist with Spanish computer classes at Main, I shared the importance of having a computer class taught in Spanish with my supervisors at our branch. They agreed that Hispanic customers could learn quicker if they had an appointed time to work with a Spanish speaker. Granted their support, I spoke with Shelly at WorkSource and she agreed to let me use some of their laptops so that I could teach a Spanish version of basic computers at the same time she was teaching an English version. This used to be on Mondays, but since our library is now closed on Mondays, Shelly does her workshop across the street at a church now, and I teach my class here at CW on Fridays using the Mobile Laptop cart that JPL provides. When I go to the Main Library once a month, I use the computer lab and teach with Francisco Rosado who had a huge part in helping this program take off. Eric also comes for guidance and support.

Q: How does the partnership with WorkSource benefit JPL?

A: WorkSource has called Hispanic churches in the area to inform the community about our services and they left flyers throughout the Hispanic community. Because of WorkSource, we have more customers in general. Shelly gives me her schedule every month and I give her mine, and we advertise each other's classes.

Q: How do you work to develop even better computer classes for Hispanic library customers?

A: We have a great team. Eric Soriano (E-specialist focusing on multicultural access integration), Francisco Rosado (a wonderful retired teacher), two volunteers—Luis Terrón (computer expert) and Elizabeth Mendez (a bright student at FSCJ)—and I get together and brainstorm under Eric’s supervision. We review past classes and constructively criticize them. Using surveys and person-to-person feedback with our students, we constantly work on improving the courses we teach. We have changed things that didn’t work and are constantly trying new methods. The courses at Main and the courses at Webb Wesconnett coincide, so we are teaching the same thing on the same week.

Q: WorkSource does a lot of advertising for the Spanish computer classes; does JPL promote these classes as well?

A: Eric Soriano sends posters and flyers to be made and has them posted on our JPL website; all include the description of the classes, as well as the locations, dates and times. I also talk to ESL classes at CW and I’m sure Eric Soriano and other employees verbally advertise this class in their encounters with local Hispanics. CAL, at Main, also has a great part in this, as they also advertise the class to their ESL students. I hope all JPL employees will help promote the Spanish computer class to Hispanic customers whenever opportunities arise. Also, if there are any Spanish speakers in our system, please join our team. We are only two employees that are instructing the classes and really need help so that we will be able to extend these basic computer classes to other libraries! If you are interested, please contact Eric Soriano.

Q: What are your favorite things to do?

A: I enjoy hanging out with my family, traveling, dancing, watching Korean dramas and Indian movies.