Test – Helen

Hello,

Your request has been received. Please take the following steps to report your issue:

1. Call the City Call Center at (408) 535-3500.
   • Select Option 1 for English.

• IF calling during the hours of 4:00 PM to 5:00 PM on week days, Select Option 2  (if Options have changed, please follow directions to speak to a representative)
• IF calling after the hours of 5:00 PM or on weekends and holidays, Select Option 4  (if Options have changed, please follow directions to speak to a representative)

1. • •  *There may be a 30-minute waiting period, please stay on hold.
   • State that you are a “City employee with the Library Department and this is a call for the Call Center Duty Supervisor"
   • Provide operator with your name, the branch name, branch address, phone number.
   • Utilizing the information from the Intake Form, state in detail:
     • WHAT the issue is that the facility.
     • WHERE in the facility the issue is being experienced
     • WHEN you noticed the issue
     • State any anticipated impacts to services (community events, story time, etc. )
   • Ask for the Work Order number.
   • If a facilities worker comes out to service the issue, ask for their name and email SJPL Facilities their name, work order number, and what work was done so we can follow up.

IF YOU ARE WAITING OVER 30 MINUTES FOR A RESPONSE FROM PUBLIC WORKS:

• If this is an emergency, contact your Branch Manager and/or Ranking Senior.
  • Ranking Senior must get in touch with a Division Manager or another member of the Library’s Executive Leadership Team (ELT) to inform of the issue impacting the building and consider operational impacts.
• If this is not an emergency, email your Branch Manager and/or Ranking Senior a summary of the issue in case follow up is needed the following day(s).

Thank you,