MANAGING THE PROBLEM LIBRARY PATRON

1. MANAGING THE PROBLEM LIBRARY PATRON

2. Types of Problem Behavior • Disruptive Behavior • Loitering • Sleeping in Library • Talking/Socializing • Verbal Altercation • Physical Altercation • Irate/Abusive Behavior

3. Aberrant Behavior • Emotionally disturbed person • Lonely/helpless person • Under influence of chemical substances

4. Criminal Behavior • Theft of library materials • Theft of library or personal property • Vandalism - mutilation of materials • Sex offenders

5. General Guidelines • Remain Calm - be receptive and non-judgmental. • Listen carefully to the patron’s question or complaint. • Pause, breathe deeply and think before responding.

6. Speak in a relaxed tone. Repeat the patron’s comments as precisely as possible. • If there is a justifiable reason for an exception, and you have the authority, make one. • If an exception cannot be made, explain the policy clearly. Show written copy of policy.

7. Be pleasant, fair, firm and consistent. Do not argue. Stick to the issue. • When necessary, request the assistance of another library staff person. • Never be drawn into a physical confrontation with a problem patron.

8. Disruptive Behavior • Loitering • Ask if you can help • If necessary, obtain support • Ask for ID and purpose for being in library • If they are not using the library, ask that they leave

9. Sleeping in Library • Approach sleeper from the front • Remain at arm’s length • Do not touch the person • Awaken the person and identify yourself • Inform patron not to sleep in library • May have to ask patron to leave library

10. Talking/Socializing • Intervene politely, calmly and firmly • Identify yourself • Explain library policy • Tell patron where talking is permitted

11. Verbal Altercation Between Patrons • Attempt to diffuse the situation verbally • Complete library incident report

12. Physical Altercation Between Patrons • Call police or library security • Direct other patrons away from area • You may attempt to dissuade combatants • Complete library incident report

13. Irate/Abusive Patron • Remain calm. Keep your voice low and firm • Summon supervisor if necessary • If abuse continues, you may have to call police or security • Complete library incident report

14. Aberrant Behavior • Remain at comfortable, safe distance • Do not touch, stare or point at person • Obtain back-up staff support • Advise that he/she must leave library • Complete library incident report

15. Lonely/Helpless Person • Be helpful, but firm • Be discreet and non-judgmental • Paraphrase questions • Encourage patron to be self-sufficient

16. Under Influence of Alcohol and/or Drugs • Request back-up for suspicious behavior • Be discreet and non-judgmental • Maintain a safe distance • Ask person if they are ill or need medical attention • Advise that he/she must leave the library • Complete library incident report

17. Criminal Behavior • Activation of Electronic Detection System • Ask person if they have library materials they forgot to desensitize • Ask if they have anything else that might have set off the alarm • Ask them to open bookbag, if they have one • Complete library incident report • Summon police if necessary • Do not follow person out of library

18. Theft of Library Material • If theft is observed, request back-up • Summon police or library security • Detain patron if you can do so safely • Complete library incident report

19. Vandalism - Mutilation of Material • If vandalism is observed, request back-up • Summon police or library security • Detain patron if you can do so safely • Complete library incident report

20. Theft of Personal Property • Immediately call police or library security • Ask patron if the observed any suspicious • Obtain information to assist police or security • Complete library incident report

21. Sex Offenses • Obtain description of offender(s) • Summon police or library security • Obtain information to assist police or security • Complete library incident report