HomeMy WebLinkAbout2020-01-22; Library Board of Trustees; Minutes ITEM #5
Monthly LIBRARY Report
for
November 2019
Systemwide …
Library & Cultural Arts staff gathered for their annual Staff Development Day on Nov. 19, an
opportunity for staff to come together to reflect on the vision for the future and to learn how
staff can prepare to grow and learn as individuals and as an organization. Staff were welcomed
by City Manager Scott Chadwick and Library & Cultural Arts Director Heather Pizzuto. The
theme this year, Finding Your Inner Superhero, featured a panel of employees sharing how they
discovered and utilized their personal strengths to enrich their professional roles. Following the
panel, keynote speaker Devin Hughes led a lively presentation including how staff can be their
best selves at work by recognizing how everyday interactions impact those we serve.
The library partnered with the Census Bureau’s San Diego County office to host a census
informational event at each of its libraries on Oct. 29, Nov. 4 and Nov. 12. Census staff shared
the importance of responding to the census, how the census can shape different aspects of our
community and information about job opportunities with the Census Bureau. Organizers were
pleased with 25 people applying for jobs at the events.
The annual In-N-Out Burger Cover-to-Cover Club library reading program began Oct. 5 and
ended Nov. 16. Children between the ages of 4-12 were able to earn a certificate good toward a
free hamburger for every five books read, up to three certificates per child. Again this year, the
program was managed in Beanstack, the same online system used for the Summer Reading
Adventure. At all three libraries, 754 children signed up for the program earning a total of 1,229
certificates.
In the month of November, teens at all library locations were invited to write down books they
are thankful for to earn a candy bar. Teens enjoyed participating and a total of 58 candy bars
were given out.
Children’s Librarian Ally Goodwin was selected to serve on the California Young Reader Medal
Committee as part of the California Library Association contingent. This three-year commitment
is a great honor and one for which she is well-qualified, being the selector for two of the larger
juvenile fiction areas, including elementary and middle school materials for our libraries.
The Embedding Evaluation in Libraries Institute Kickoff was held in Sacramento on Nov. 4 and 5.
The team, Librarians Maile McKeon, Madelyn Horton, Ashleigh Hvinden and Lead Librarian
Andrea Hilliard, received training on embedding evaluation into program planning and met
other members of the cohort for their nine-month mentoring program. Coaching calls and
cohort web meetings are planned for future months with the Wrap Institute scheduled for May
18 and 19 in Thousand Oaks.
Monthly Library Report for November 2019
CCL, Dove Lane …
The First Wednesday Book Club, led by Librarian Liza Blue, had a particularly fun meeting on
Nov. 6, when participants met with author Jenna Blum via FaceTime to discuss her novel, The
Lost Family. Twenty-three patrons attended, several of whom were new to the book club.
On Nov. 19, Teen Services Librarian Ashleigh Hvinden met with four teens at the Dove Library
for the very first Book Warriors teen book club meeting. The group discussed the type of books
that will be read in 2020, how the meetings will be run and other teen requests. The group also
created a list of books to read in future months.
A large crowd of 133 children and adults participated in a variety of activities as part of Dove
Children’s traditional Thanksgiving Family Fun program on Nov. 27. This all-ages program
offered patrons a storytime, scavenger hunt, turkey craft and even the opportunity to “Feed
the Turkey.”
Thirty-six people attended the Nov. 2 workshop titled So You Want to Write a Book? led by
Carlsbad-based author Matt Crisci. The participants discussed selecting the right story, the role
of story outlines, the importance of the first 10 pages and more.
Georgina Cole …
The Good Life Lecture series moved from the Dove Library to the Cole Library for the month of
November. The three lectures were Vegetable Gardening 101, brain and memory support, and
successful aging in place. More than 100 people total attended the three lectures with more
than 30 filling out surveys to provide positive feedback and information on upcoming lectures
they’d most like to see.
The library partnered with the Carlsbad Historical Society on Nov. 13 to present a book talk
featuring local author and California State University San Marcos Professor Michael Wilken-
Robertson sharing excerpts from his new book Kumeyaay Ethnobotany. The work focuses on
the interdependence between native peoples and native plants in California. To support his
program, Wilken-Robertson brought three Kumeyaay women from Mexico and during his talk,
he would ask one of the women a question about the use of a plant in Spanish and she would
translate it to Kumeyaay for the other women to consider and their answer would then be
translated back to Spanish and finally English. The event was quite dynamic and attended by 29
people.
A popular November Genealogy program was the Nov. 26 program meeting featuring Judith
Brooks’ presentation, Using Ancestral Religious Migratory Patterns to Locate Church Records.
This meeting also started off with the election of the North San Diego County Genealogical
Society Board officers for 2020.
In partnership with the Parks & Recreation Department, eight teens from the teen program at
Pine Avenue Community Center attended the November Harry Potter board game-palooza held
Monthly Library Report for November 2019
at the Georgina Cole Library. Teens enjoyed learning how to play Harry Potter Codenames,
Harry Potter Scrabble and Harry Potter Labyrinth.
On Nov. 4, 14 tweens celebrated King Tut Day by facing the challenges of the Egyptian Tomb
Escape Room. They had to solve a series of mysteries and puzzles to win the prize. Those who
did not finish by the end of the hour had to drink “Mummy juice,” though there were a few
who also volunteered!
On Nov. 12, the library partnered with the San Diego Children’s Discovery Museum for an event
attended by 67 people. The museum brought several mobile exhibits that children chaperoned
by their parents could visit and explore. The favorite exhibit was the Wind Tunnel which
allowed students to experiment with aerodynamics by exploring how lift, drag and air pressure
affect a flying object. Students launched a scarf or handmade object into the wind tunnel and
watched as it floated to the top or got stuck at the bottom.
Learning Center …
The Learning Center launched Saturday hours on Nov. 16 after much planning and the approval
of an additional staff member by City Council. Staff across the organization worked to ensure
computers, lights and other critical systems would work as needed for the additional hours.
Attendance on Saturdays has been growing slowly, and staff anticipate it growing more as
regular programming is integrated into the Saturday hours. Promotion for Saturday hours will
begin in earnest in January, allowing staff to settle into the new schedule and vacant positions
to be filled. The first Saturday family program will be held on Jan. 25 at 1 p.m. for the Lunar
New Year Celebration. The Early Childhood Literacy Program will also benefit from new
participants thanks to the availability of Saturday hours.
The Lego Builder’s Club was offered on Nov. 14 and attended by 16 children. Staff have
observed a growth in attendance over the last three months after a few modifications were
made to increase attendance at the program, such as incorporating themes into the building
projects and displaying the students’ creations to create a sense of pride.
During the month of November, the Library Learning Center celebrated Veterans Day and
Thanksgiving Day with special stories and crafts. Thirty-two children and adults attended both
programs.
Outreach and Community Connections …
Library staff led several school tours throughout November. On Nov. 4, staff conducted tours
for two La Costa Meadows first grade classes. On Nov. 14, Nov. 15 and Nov. 22, staff gave
library tours to nine classes from various elementary schools as part of the City Stuff program.
The highlights of the tour are a demonstration of how the book return conveyor belt (also
known at Cole as the “Book Bot”) works. And finally, staff conducted tours for three Poinsettia
Elementary first grade classes on Nov. 18. They introduced various community helpers in the
stories they read to their groups.
Monthly Library Report for November 2019
On Nov. 8 and Nov. 13, Librarian Missy Shaw presented a storytime to two classes of
kindergartners totaling 70 children and two classes of first graders totaling 70 children at St.
Patrick Catholic School. She read funny stories based on fairy tales and gave book talks about
several recently published chapter books. On Nov. 14 and Nov. 21, Librarian Shaw presented a
story time to two groups at Jefferson Elementary Kids Care totaling 75 children and to two
groups at Buena Vista Elementary Kids Care totaling 60 children. Librarian Barbara Chung
conducted a storytime at the KinderCare site near Leo Carrillo Ranch on Nov. 18. At the request
of the teachers, she read stories highlighting winter holidays.
In November, the Books To Go team started the month with an Nov. 5 visit to the Village Voices
meeting, where staff spoke about eBooks and business services to 10 people. The Books To Go
team also visited the Senior Center on Nov. 12, interacting with 28 seniors. On Nov. 14, the
team visited Valley Middle School and Magnolia Elementary School and connected with more
than 135 students.
Reference Questions Nov‐18 Oct‐19 Nov‐19 *1
1 Dove Library 8,106 9,760 8,346
2 Cole Library 4,468 5,871 4,831
3 Library Learning Center 402 933 479
4 Total 12,976 16,564 13,656
Technology Assistance Nov‐18 Oct‐19 Nov‐19 *1
5 Dove Library 1,852 2,541 2,017
6 Cole Library 1,339 1,653 1,296
7 Library Learning Center 134 457 197
8 Total 3,325 4,651 3,510
Circulation Nov‐18 Oct‐19 Nov‐19 *1
9 Dove Library 49,576 60,506 54,577
10 Cole Library 29,282 33,380 30,492
11 Library Learning Center 1,361 1,373 1,133
12 eAudiobook Downloads 4,138 6,277 5,889
13 eBook Downloads 5,343 6,223 5,921
14 eMagazine Downloads 2,591 1,333 1,274
15 Audio Streaming*2 ‐ 272
*4
16 Video Streaming*2, *3 ‐ 988
‐
17 Total 92,291 110,352 99,286
People Count Nov‐18 Oct‐19 Nov‐19 *1
18 Dove Library 29,806 33,899 28,867
19 Cole Library 22,129 19,354 17,533
20 Library Learning Center 4,065 5,279 3,231
21 Total 56,000 58,532 49,631
Library‐Sponsored Programs Nov‐18 Oct‐19 Nov‐19 *1
22 Pre‐School Programs 53 82 56
23 Attendance 2,303 3,263 2,093
24 School Aged Children’s Programs 41 55 63
25 Attendance 1,308 1,566 1,560
26 Young Adult Programs 8 19 8
27 Attendance 88 364 96
28 Adult Programs 75 78 62
29 Attendance 1,230 1,892 883
Technology Usage Nov‐18 Oct‐19 Nov‐19 *1
30 Computer Use 6,742 7,466 5,806
31 WiFi Use 10,643 11,956 10,212
32 Webpage Views 34,396 41,189 37,475
33 Database Usage 5,860 7,082 6,717
Facility Meeting Room Use Nov‐18 Oct‐19 Nov‐19 *1
34 Events 59 96 65
35 Attendance 7,312 5,716 4,281
Volunteer Hours Nov‐18 Oct‐19 Nov‐19 *1
36 Total Hours 1,156 1,182 1,032
*1
*2
*3
*4
Reference, Circulation, Visitors
Programs and Technology
LIBRARY BOARD STATISTICS
November 2019
Vendor provides data, not available at time of report
Effective Oct. 28,2019, video streaming service no longer active
Library Learning Center began offering Saturday hours effective Nov. 16, 2019
Video and Audio streaming added to monthly statistics. Two new streaming services launched to patrons on Dec. 3, 2018.
ITEM #5
Monthly LIBRARY Report
for
December 2019
Systemwide …
As part of the library’s ongoing effort to provide a variety of talent development opportunities
for staff, the Collections & Technical Services Division hosted an open house for staff on Dec.
11. The open house was held in response to feedback from staff in other divisions, who have
asked for more exposure to the variety of roles they might consider throughout the department
as they think about their future professional development. Nearly 40 staff members attended
the guided tours that took staff through a variety of stations demonstrating how library
materials are selected, ordered, added to the online catalog and physically prepared (and
repaired) for their life on the shelves for public use.
The library’s upgraded self-check kiosks made their debut at the Learning Center on Dec. 13.
The self-check kiosks have been upgraded with new computers, software and the Windows 10
operating system to provide patrons with an improved look and feel, a faster checkout
experience and easier access to library accounts. Initial feedback from Learning Center patrons
was overwhelmingly positive. Next steps include installing and configuring the self-check kiosk
upgrade on all Dove and Cole self-check kiosks the week of Jan. 6.
All library locations hosted holiday programs for youth. Programs during the month included an
afternoon of making ornaments for the Learning Center’s Christmas tree on Dec. 5. On Dec. 10
at Cole Library, the Gift of Giving Story Craft featured stories and a snowman-making activity.
Also on Dec. 10 at Dove Library, the audience enjoyed a performance of holiday songs by the
budding musicians of the Craig Devine Guitar School. The always popular Visit with Santa drew
nearly 240 children and parents to Cole Library and Library Learning Center on Dec. 19. Teens
enjoyed working in teams to solve a holiday-themed escape room at the Learning Center on
Dec. 20.
The library also celebrated the holidays with a concert at each of its locations. Fifty people
enjoyed a concert at the Library Learning Center on Dec. 5 featuring vocalist Allison Adams
Tucker and guitarist Peter Sprague performing Christmas tunes mixed with some popular
favorites. A lively crowd of 150 enjoyed a performance by vocalist and electric violinist Val
Vigoda, who shared stories of touring with Cyndi Lauper and the Trans-Siberian Orchestra, on
Dec. 8 at the Dove Library. A final holiday concert on Dec. 15 at Cole Library featured
performers Danny Green on keyboard and Rebecca Jade on vocals for an enthusiastic audience
of 100.
CCL, Dove Lane …
The Dove Children’s Division hosted its first Happy Noon Year Celebration, ringing in the New
Year at noon on Dec. 31 with stories, music, dancing and even a ball drop. One hundred and
eighty children and adults attended this program, which will likely return next year due to its
popularity.
Monthly Library Report for December 2019
On Dec. 4, a large and enthusiastic group of 20 patrons braved the rain to discuss one of the
bestselling books of 2019: Where the Crawdads Sing by Delia Owens. There was risk of the
meeting turning into a one-sided love fest as patron after patron raved about the book.
Thankfully, one brave attendee took on the other 19 to voice why she didn’t enjoy the book
and a fun, dynamic debate unfolded.
Georgina Cole …
Senior Librarian Sarah Dana worked with Police Senior Volunteer Larry Engel on his work to
determine the make and model of the city’s first patrol car. This information will be used by the
Police Department in their upcoming project to restore a vintage car to be used at special
events and to celebrate the history of the Carlsbad Police Department. Using the Carlsbad
Journal and City Council minutes, Sarah determined the makes and models of several early city
police vehicles and shared these findings with Police Department colleagues.
Cole Library Children’s staff hosted a Hogwarts Winter Festival inspired by the Harry Potter
books for kids in kindergarten to third grade on Dec. 17. The 65 attendees spent a fun hour
visiting different stations representing classes from Harry Potter’s Hogwarts. The kids entered
through Platform 9 ¾ and received a tie with their house colors. Once they visited and learned
four fun assigned lessons, they collected a Master of Wizardry certificate.
Learning Center …
On Dec. 18, fourteen children enjoyed learning about aerospace engineering by piloting a drone
and making boomerangs at the Learning Center’s STEAMworks Lab.
Outreach and Community Connections …
On Dec. 5 and Dec. 12, Librarian Missy Shaw presented storytimes to two classes of
kindergartners totaling 70 children and two classes of first graders totaling 70 children at St.
Patrick Catholic School. That same day, she also visited Jefferson Elementary Kids Care and
Buena Vista Elementary Kids Care for storytimes to two groups totaling 100 children. Missy
read stories about winter and gave book talks about several recently published books for the
older children.
On Dec. 13, Library Assistant Kylee Seal gave library tours to three third grade classes from
Jefferson Elementary School as part of the CityStuff program, a partnership between the city,
Junior Achievement and local elementary schools. As usual, the highlights of the tour were a
demonstration of how the automated materials system works (also known at Cole as the “Book
Bot”) and a tour of the downstairs area of the library.
In December, the Books To Go team started the month with a Dec. 10 visit to the Senior Center,
where staff spoke with 16 people. The Books To Go team also visited Valley Middle School and
Magnolia Elementary School on Dec. 12, interacting with 80 students and 10 adults throughout
Monthly Library Report for December 2019
the afternoon. On Dec. 19, the team visited two local preschools, LePort Montessori and the city-
run Kruger House, providing storytimes to 34 preschoolers total.
Reference Questions Dec‐18 Nov‐19 *1 Dec‐19 *1
1 Dove Library 12,869 8,346 7,577
2 Cole Library 4,011 4,831 4,752
3 Library Learning Center 380 479 599
4 Total 17,260 13,656 12,928
Technology Assistance Dec‐18 Nov‐19 *1 Dec‐19 *1
5 Dove Library 2,570 2,017 1,930
6 Cole Library 1,297 1,296 1,332
7 Library Learning Center 172 197 298
8 Total 4,039 3,510 3,560
Circulation Dec‐18 Nov‐19 *1 Dec‐19 *1
9 Dove Library 46,288 54,577 51,949
10 Cole Library 26,183 30,492 28,325
11 Library Learning Center 1,014 1,133 1,617
12 eAudiobook Downloads 4,149 5,889 5,868
13 eBook Downloads 5,287 5,921 6,244
14 eMagazine Downloads 1,682 1,274 1,413
15 Audio Streaming*2 1,093 *4 583
16 Video Streaming*2, *3 954 ‐ ‐
17 Total 86,650 99,286 95,999
People Count Dec‐18 Nov‐19 *1 Dec‐19 *1
18 Dove Library 24,714 28,867 25,973
19 Cole Library 17,556 17,533 19,243
20 Library Learning Center 3,181 3,231 3,234
21 Total 45,451 49,631 48,450
Library‐Sponsored Programs Dec‐18 Nov‐19 *1 Dec‐19 *1
22 Pre‐School Programs 59 56 56
23 Attendance 2,091 2,093 1,821
24 School Aged Children’s Programs 38 63 53
25 Attendance 909 1,560 1,458
26 Young Adult Programs 6 8 12
27 Attendance 11 96 78
28 Adult Programs 58 62 52
29 Attendance 1,428 883 829
Technology Usage Dec‐18 Nov‐19 *1 Dec‐19 *1
30 Computer Use 6,935 5,806 6,241
31 WiFi Use 10,462 10,212 11,836
32 Webpage Views 41,466 37,475 40,157
33 Database Usage 7,459 6,717 6,165
Facility Meeting Room Use Dec‐18 Nov‐19 *1 Dec‐19 *1
34 Events 40 65 52
35 Attendance 3,794 4,281 3,340
Volunteer Hours Dec‐18 Nov‐19 *1 Dec‐19 *1
36 Total Hours 918 1,032 1,003
*1
*2
*3
*4
Programs and Technology
Library Learning Center began offering Saturday hours effective Nov. 16, 2019
Video and Audio streaming added to monthly statistics. Two new streaming services launched to patrons on Dec. 3, 2018.
Effective Oct. 28,2019, video streaming service no longer active
Vendor provides data, not available at time of report
LIBRARY BOARD STATISTICS
December 2019
Reference, Circulation, Visitors
Donations Received ‐ July 1, 2019 to Dec. 31, 2019
Value Category Amount Contributors
$.01 ‐ $99 $239.31 58
$100 ‐ $249 $382.37 3
$250 ‐ $499 $550.00 2
$500 ‐ $999 $500.00 1
$1000 ‐ $4,999 $2,000.00 2
>$5,000 $5,000.00 1
Totals:$8,671.68 67
Donation Designations
Non‐specified:$2,156.68 Non‐specified
Specified:$1,515.00 Purchase library materials for all libraries
$5,000.00 Support Dove Library programs and services
$6,515.00 Specified
1st Half of Fiscal Year FY 2015‐16 FY 2016‐17 FY 2017‐18 FY 2018‐19 FY 2019‐20
July $1,601.15 $10,651.06 $424.16 $83.05 $141.24
August $157.15 $91.95 $1,601.75 $343.27 $60.87
September $52.45 $254.70 $52.20 $54.69 $269.16
October $81.01 $156.41 $51.40 $861,735.16 $5,065.52
November $1,053.08 $74.76 $200.80 $74.66 $131.63
December $1,154.90 $1,245.85 $2,021.50 $2,883.92 $3,003.26
Total $4,099.74 $12,474.73 $4,351.81 $865,174.75 $8,671.68
2nd Half of Fiscal Year
Jan. to June 30 Totals $47,727.67 $12,316.16 $1,357.95 $15,866.99 N/A
Annual Donation Totals $51,827.41 $24,790.89 $5,709.76 $881,041.74 ‐
Source: IFAS accounts ‐ 0014010‐5651 (General Fund), 1454010‐5651 (Library Gifts & Bequests)
Notes:
Jan. 2015 to June 30, 2017 ‐ Pre/Post Carlsbad City Library & Cole Library renovation donation activity
FY 2018‐19, Oct. 2018, Received one‐time trust donation of $861,163.01 from the Rosemary Falkenstein Estate
1/14/2020
Not reported: Funding provided by Friends of the Library, special trusts and endowments managed by Carlsbad Library & Arts
Foundation, and cultural arts special revenue accounts.
City of Carlsbad Library
Semi‐annual Library Donation Report
Totals
Fiscal Activity
ITEM #7
Community Relations Division
Jessica Padilla Bowen
Jan. 22, 2020
Community Relations Responsibilities
•Community programs
•Rental and venue support
•Communications (internal and external)
•Community outreach
Community Relations Team
Community Programs Supported 2019
•510 internal events
•300 rental events
•51,514 attendees
Venues Managed
Gowland Meeting Room Schulman Auditorium
Dove Courtyard Cole Community Room
C
Cole Community Room
Ruby G. Schulman Auditorium
•Signature performance
venue for city
•219 seats
•Used 70%
of available time
George & Patricia Gowland Meeting Room
•Seats up to 70
with flexible layouts
•Used 90% of available time
•AV upgrade in 2019
Community Programs Produced
•Concert series
•Author talks
•Workshops
•Play readings
•Cinema series
Community Programs Produced
•Workshops
–Business
–Good Life Lecture Series
–Good Life Travel Series
–Writing workshops
Carlsbad Reads Together
Communications
•Website
•E-newsletters
•Print materials
•News releases
•Digital displays
•Videos
•Social media
Upcoming Communications Initiatives
•Digital strategy with consultant help
•Website upgrade
•Outreach training for staff
Upcoming Initiatives
•Schulman Auditorium
Sound System Replacement
Questions?
DISPLAY & DISTRIBUTION OF MATERIALS 1
P&P\DISPLAY AND DISTRIBUTION OF MATERIALS 01/2020
ITEM #9
DISPLAY & DISTRIBUTION OF MATERIALS Purpose: Organizational and administrative ease POLICY:
The mission and vision of Library & Cultural Arts is to foster learning opportunities for the community. Consistent with that mission and vision, only announcements and literature published by non-profit organizations engaged in educational and cultural activities in Carlsbad and in the Carlsbad area will be considered for display. The
greater Carlsbad area is defined as Solana Beach to Oceanside to Escondido to Fallbrook. Due to limited display space, it may not always be possible to distribute or display all announcements and publications that fall into these categories. Fliers up to 11 x 17 may be accommodated when space permits. No tear-offs, rough-edged or handwritten materials may be posted. Prior approval from L&CA administration is
required for all materials and any materials posted or left for free distribution without approval will be discarded. The provision of display space for public use does not constitute L&CA endorsement of the views advocated in these displays. L&CA is not responsible for the preservation or
protection of materials posted or placed for free distribution. The following criteria will be used, in this prioritized order, to determine which items will be distributed or displayed:
1. Materials produced by L&CA and other City of Carlsbad departments. 2. Information and instructional materials from federal, state and local government agencies. 3. Information and instructional materials from schools in the Carlsbad area. Schools are defined by the California Department of Education at
http://www.cde.ca.gov/ds/si/ds/dos.asp.
4. Materials and publications that include content with a byline by City of Carlsbad staff. 5. Announcements of public events to be held in Carlsbad by 501(c)(3) non-profit organizations engaged in educational activities that support L&CA’s mission and
vision.
6. Announcements of public events to be held in the greater Carlsbad area by 501(c)(3) non-profit organizations engaged in educational activities that support L&CA’s mission and vision.
Non-L&CA or non-city materials will be displayed for a period to be determined at the
discretion of L&CA administration, subject to the above priorities. Approved by the Library Board of Trustees –
DISPLAY & DISTRIBUTION OF MATERIALS 2
P&P\DISPLAY AND DISTRIBUTION OF MATERIALS 01/2020
ITEM #9
Procedure:
• Each L&CA facility will designate one point of receipt for announcements and materials to be reviewed by L&CA administration or other staff as may be assigned. If the materials have previously been approved, they need not be re-
submitted to L&CA administration each time updates or additional quantities of the same items are received.
• Staff will be assigned to monitor posting/distribution areas regularly and remove
items which are in violation of the policy.
• Each L&CA facility will post a copy of the basic policy statement in the area
where materials are posted or distributed. The entire policy is available on the
L&CA’s web page.
• Individuals who leave materials for review should be advised that the materials will not be returned to them. Alternatively, they may choose to leave one copy for
review and contact information for the L&CA to notify them of approval, before supplying additional quantities. Appeal of Decision Process
• Appeal of any decision adverse to an applicant may be made in writing to the L&CA director within five business days of its making. The L&CA director shall render a decision within ten business days. The applicant may appeal the L&CA
director’s decision to the chief operating officer within five business days of the L&CA director’s decision. The chief operating officer will render a decision within 30 calendar days. The chief operating officer’s decision shall be final.