Leading in a Time of Crisis
Pioneer Library System, Okla.
Innovation Synopsis
By quickly adapting and deploying services to a virtual environment, Pioneer Library System met community needs and retained all staff even as branches closed for 65 days and then opened with limited services due to the pandemic. In support of staff’s mental and financial health, PLS provided trainings, resources and opportunities for connection.
Challenge/Opportunity
On March 15, 2020, PLS made the difficult decision to close. That weekend, PLS implemented our Crisis Response Plan and identified ways to provide services in this new environment. We knew it was critical to continue to meet the needs of our community during this uncertain time. Staff are our greatest resource and retaining our full- and part-time staff was essential. Covering a wide geographic area, PLS quickly addressed connectivity for customers and staff.
Key Elements of Innovation
Within two weeks of closing, PLS deployed hotspots and devices to staff with limited connectivity. We expanded phone services to 12 hours daily, enabling staff to proactively reach out to customers to connect and identify needs. Staff were provided with resources to address stress, isolation and finances, as well as trainings on databases, videography and remote working tools. Staff at all levels updated customer records, completed collection inventory, created virtual programs and sewed masks for health care providers.
Achieved Outcomes
By pivoting quickly in our new environment, PLS created meaningful work for hundreds of employees and met the needs of thousands. Countless residents have shared the impact of the library. During a call to congratulate their progress in our summer challenge a customer shared, “I'm so glad you've called. You're the first adult I've talked to in four days!" As of September, PLS staff have created over 400 videos with over 72,000 views, created 3,900 masks and enhanced their personal and professional knowledge and skills.
