Michael Sulivan, Southest Region Manager (KR, SS, SOM & SE):
What is entailed in managing a group of libraries? I see one of my key roles as region manager is being aware of the needs of each location. By working with the managers and coordinating with the administration, I ensure that those needs are filled so staff may focus on filling the needs of customers.
You’ve been with JPL for many years. How does your experience in this library system—or elsewhere—help you as a region manager? Over my 19 years of employment with JPL, I have had the pleasure of serving as administrative supervisor in addition to branch manager at five locations: Brentwood, Eastside, University Park, Argyle and Mandarin. These experiences have given me knowledge of the opportunities and challenges faced by managers at branches of all sizes. These experiences have helped me to develop good judgment and problem solving skills in handling customers, personnel and building concerns, all of which are critical as a region manager. In my new position, I look forward to being able to respond to both customer and staff concerns to ensure the continued effective delivery of library services to the citizens of Jacksonville.
What are a couple of the biggest challenges you face as a region manager? On a daily basis, ensuring that there is an adequate balance of staff at all the locations within the region is by far one of the major challenges. With current staff stretched so thin, even one or two staff members calling in sick can wreak havoc on branch schedules necessitating the movement of staff from one branch to another in the region. Thankfully, all the branch managers within a region work together in a mutually supportive manner to ensure that staff challenges have minimal impact to the customers.
On a personal level, it is exciting to work at different locations within the region every day. I enjoy the opportunity to work with so many different customer oriented staff members every week.
What is your funniest experience with a customer? Early on in my career I was working at reference in FAR (for newer staff that is the acronym for Fine Arts & Recreation) in the old Main Library. One afternoon an older customer kept hitting on me. Initially, I couldn’t decide if I should be shocked or horrified; finally after deciding everything was harmless, I settled on amused. Fortunately Tricia Egbert, FAR’s supervisor at the time, rescued me after about an hour.
Who is the person you respect most—in history, professionally, or personally—and why? Wow, what a hard question; there are so many people worthy of respect. However, given all that I see in politicians today I am going to say George Washington is a person I respect highly. He recognized that the role of a politician is not the acquisition of power, but rather it is service to the people. At a time when he could have easily assumed an almost permanent tenure as President, he stepped down after two terms, a tradition followed by all other Presidents until Franklin Roosevelt.
What is entailed in managing a group of libraries? Managing a group of libraries entails incorporating all leadership principles taught in the Destination Leadership class: Inspire a Shared Vision, Model the Way, Enable Others to Act, Encourage the Heart, and Challenge the Process. I have found that they are all equally important.
You’ve been with JPL for many years. How does your experience in this library system—or elsewhere—help you as a region manager? I’ve had the awesome opportunity to work in numerous capacities and at 16 JPL locations. The positions I’ve held include Library Clerk, Library Assistant, Reference Librarian, Youth Services Librarian, Librarian Senior and Library Supervisor.
Having served in these roles, I am readily able to relate to people at various levels within the organization. Whether I’m speaking to the clerical team about customer service issues, the youth services folks about preschool story time, or the adult reference staff about collection development issues, I am still within my comfort zone. I often pull from my own knowledge to provide leadership and direction to the region.
What are a couple of the biggest challenges you face as a region manager? My greatest challenges include reading, reviewing and frequently responding to the over 200+ emails I receive on a weekly basis. My goal has always been to reply to emails within a timely manner. However, perusing 40 -50 emails each day can be quite challenging.
But there is a bright side. Even though I am inundated with emails, I work out of the branch office, just a few feet away from customers and staff. At times I simply walk away from the computer and go interact with staff and customers. These face-to-face interactions quickly remind me of why I love the library and why I do the things I do for so many people. These breaks give me the boost I need to get back to my inbox and to keep moving forward.
What is your most memorable experience with a customer? During the recent economic downturn, I had a brief encounter with a library customer at the Pharos printer. He had sent a document to the printer but wasn’t quite sure how to release his print job. While I was in the process of showing him how to get this done, he began to share his story. In a low but friendly tone, he said, “You know, I’m 46 years old. I have never gone hungry and have never been homeless. I have always kept a job. But four months ago, I lost my job driving trucks and for the last two nights I have been sleeping on the ground. ”
I felt a lump in my throat and tried to hide my sorrow as he shook his head and added, “I would have never in my whole entire life thought I would be homeless”. As he spoke, I noticed that the document he had just printed was a job resume. Being a bit unsettled, I said an internal prayer for him and asked him if he had a job interview coming up. He said, “Yes, can you pray that I get the job?” I grinned and said,” I’ve already done that.” He smiled, looked optimistic, and left.
I never saw this customer again and don’t know how the next chapter in his story unfolded. But with every customer that comes into the library I remember this particular guy. I remember his quiet spirit and hopeful desperation. I remember how sincere he spoke as his life was nowhere near where he thought it should be. I remember how much he needed his printed document. But most of all I remember how extremely fortunate I felt to be in a position and a place that offers real help for real people—the library.
Who is the person you respect most—in history, professionally, or personally—and why? There are quite a few people for whom I have a great deal of respect. One of those individuals is my cousin, the late Mrs. Eddie Mae Steward. Eddie Mae Steward was a Jacksonville native and a leader of the civil rights movement. Many of her efforts led to the court-ordered desegregation of the schools in Duval County. She dedicated her life to the achievement of civil rights for all Americans. She served as the Florida State president of the NAACP and also as the Secretary of the Duval County Democratic Executive Committee. I often recall visiting her, sitting and talking with her in her living room. She shared personal stories and wisdom from her heart. I remember most clearly the abundance of trophies and awards that filled the entire room and hallway. She would walk with me over to some of those accolades and explained the significance of each one. She was a strong woman who was never afraid to move beyond the norm. I learned so much from her and I miss her greatly. A Main Street post office and a section of Main Street here in Jacksonville is now dedicated to her memory. She was truly an inspiration to me as well as to so many others.
Bob Silkett, Pablo Creek Region Manager (JB, AR, UPK, PCR):
What is entailed in managing a group of Libraries? Organizational Skills - My region (Pablo Creek) is fairly compact but I’m required to work at each of my four libraries at least one day a week. There’s much travel between branches and to Main for meetings, so the ability to stay organized and focused on key tasks will be important to success.
People Skills - A very good leader once told me that a definition of management is getting things done through people. I try to practice that every day. We are all dependent on each other for success and I think a good leader needs good people skills to help his team succeed – it’s a daily challenge, but one that must be met.
Patience - JPL finds itself in a difficult situation with many people, including myself, trying to learn a new job, adjusting to a new location or both. If you believe in your people—and I do—you need patience to allow them to adapt to the situation, as well as encouraging them to try new things and build up their comfort level as they do.
Positive Attitude - I like to think of myself as a problem solver, so I think it is important to listen well to others to better understand problem issues or challenges and then do my best to work collaboratively to try and come up with the solutions. I find that’s one of the best ways to build a team, especially if they feel like someone is listening to them and that they’re making a contribution by being part of the solution.
How does your experience in this library system help you as a region manager? I have had a great, well rounded experience here at JPL, having worked at Main (Special Collections) as well as in both large (SE) and small (NW) branches. I have also done a fair bit of committee work and special assignments as well, which brought me into contact with other departments (Facilities, CR&M, Finance, and Training). I know a lot of people and like the people I know, and I think that’s important when you need help or you need to help them.
What are a couple of the biggest challenges you face as a region manager? I think the biggest challenge is to adapt to the re-organization and the situation the Library was forced into with the recent budget cuts. Right now we are all struggling to adapt, learn new jobs, and work with new people in new locations. Many of us, including me, are uncomfortable but one of the true strengths of this organization, I believe, is that we generally like the people with whom we work and I think that will help us get through this. (At Staff Development Day, I always enjoy watching staff greeting their former workmates – it’s always positive.)
Another challenge is, given our situation, how do we define success and what should we be doing to make that happen? Even though many of us feel out of place, this gives us an excellent opportunity to try something new, offer our ideas or thoughts, or look at a situation a little bit differently. What do we have to lose?
What is your funniest experience with a customer? Sorry, can’t think of a situation off the top of my head.
Who is the person you respect most in history, professionally or personally? I have two that come to mind: Robert E. Lee, not because of the cause or the government that he served, but because of his skills as a leader. He fought well and creatively with the resources that he had, besting opponents twice his size. His men revered him because he was humble in victory and took responsibility for setbacks. He often sketched out what he wanted his commanders to do, but gave them much independence on how that was to be accomplished. At Appomattox, his ragged defeated army was saluted by his foes--the ultimate sign of respect.
The other person is tennis player Arthur Ashe. I grew up playing tennis every summer in Connecticut and had a chance to watch Ashe play at the U.S. Open. He amazed all of us by overruling an umpire’s call that had gone in his favor insisting on giving his opponent the point (he did this several times). That was the sort of tennis player that I wanted to be, one that played hard, but won well and lost well, content that I had done my best.
Jane Harris, West Region Manager (AYL, DU, WST, MAX):
What is entailed in managing a group of libraries? Good communication is very important. Also, I am working on being better organized. I am keeping lists upon lists.
You’ve been with JPL for many years. How does your experience in this library system—or elsewhere—help you as a region manager? My experiences have been a big help in answering questions from new managers. Most of the questions deal with issues that I have previously encountered.
What are a couple of the biggest challenges you face as a region manager? Making sure the branches in the region are adequately staffed and making sure they are consistent in library procedures.
What is your funniest experience with a customer? I have had funny ones, but I don’t tend to remember them as much. I have had some memorable moments when customers thanked me. One of the most memorable moments was with a young elementary school student. It had been a busy day and I spent a lot of time helping her with a school assignment. A week or so after the encounter, she came back into the library to show me her paper. She had gotten an A+. She thanked me for my help. Her mother said she asked to come to the library so she could thank me. It was definitely one of those moments that make you glad you became a librarian.
Who is the person you respect most—in history, professionally, or personally—and why? I would have to say my Mother. She always made the best of any situation. She had a high moral standard and did her best to instill that standard into her children. She quietly went through life helping others when she could. I once heard a relative say they never heard my mother raise her voice and after thinking about it, I had to agree.
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1 comment:
Jane, Bob, how wonderful! I read these with smiles, remembering with great clarity days at the "old" CW and year II SSLLI, respectively.
Congratulations on your promotions and success with JPL! Katherine Moody
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