Best Practices in New Employee Orientation
Montgomery County Public Libraries, Md.
Innovation Synopsis
New Employee Orientation and Basic Skills Training (NEOBST) is an instructionally designed program that introduces Montgomery County Public Libraries’ (MCPL) new staff to their positions by providing a strong foundation about the library’s mission, vision and Strategic Plan and preparing them to become the best public service employees.
Challenge/Opportunity
Before the implementation of NEOBST, newly hired staff were sent directly to his/her assigned branch to begin work without receiving a proper introduction to MCPL as an institution devoted to public service with approximately 500 employees and serving one million residents. The NEOBST model combines both theoretical and practical information delivered in two separate segments:
- An introductory 28 hours of orientation and formal instruction at the MCPL Training Lab at Central Administration Offices and
- A section of 8/9 weeks of practical instruction at MCPL branches where the new employees have been assigned.
NEOBST provides a larger global outlook and understanding of MCPL as a whole, while maintaining a rigorous training plan to help new employees perform at high standards.
Key Elements of Innovation
NEOBST has been transformative. New employees receive consistent messaging about the customer service model and training for performing their specific assignments from the first day. NEOBST recognizes different adult learning styles and offers diverse venues for learning – hands-on training in the new training lab, real world practice on the job at branches, and electronic resources. MCPL has created an infrastructure to train new employees about public libraries’ vital role in the community and their own job responsibilities. An added bonus is that new staff get to meet the Director and senior staff during their first week of employment.
Achieved Outcomes
At the end of the NEOBST program, new employees must formally demonstrate his/her ability to use MCPL’s Integrated Library System (ILS) and to implement MCPL’s Policies and Procedures while delivering customer service to County residents. Three forms document the results of this formal observation:
- The Quality Service Standards (QSS) form that captures customer service interaction with the customer,
- Checklist #2, which captures the ability to use the ILS and
- The New/Transferred Employee Checklist that captures the introduction to the branch.
Of the 107 staff trained - 68 information staff and 39 circulation staff - from January 2014 to March 2015, all successfully completed training and have gone on to be productive employees in MCPL. In addition, several have accepted promotional opportunities.