When you break down silos and stop worrying about job descriptions, that’s where the magic happens. Dummeyer started cross-training with her staff in early 2020. Then the pandemic hit, which forced her team to work together quickly and effectively to deliver safe service in new and innovative ways. Job descriptions were thrown out the window and all hands were on deck. This “cross-training by fire” built team empathy and helped staff learn new skills that they now employ daily to deliver better customer service.
Biography: Erin Shea Dummeyer is the Director of the Mark Twain Library in Redding, CT. A public librarian through and through, she empowers her staff to deliver creative, values-driven service.