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Enforcing the Revised Rules of Conduct

Central Pilot: December 15, 2007 – January 31, 2008. Enforcing the Revised Rules of Conduct. Prepared by the Central Library Problem Patron Committee: Sean Aragon, Librarian, Readers Services Marisa Duarte, Librarian, Doris Gates Children's Room

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Enforcing the Revised Rules of Conduct

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  1. Central Pilot: December 15, 2007 – January 31, 2008 Enforcing the Revised Rules of Conduct Fresno County Public Library Central Library Fresno, California

  2. Prepared by the Central Library Problem Patron Committee: Sean Aragon, Librarian, Readers Services Marisa Duarte, Librarian, Doris Gates Children's Room Janice Gillaspy, Supervisor, Central Circulation Ken Loders, Librarian, Reference Services Melissa Scroggins, Senior Library Assistant, California History and Geneology Kelly Worman, Librarian, Youth Services Draft approved at the Managers Meeting, October 2, 2007 Revision and implementation by the Patron Behavior Committee: Marisa Duarte, Librarian, Doris Gates Children's Room Cindy Freeland, Safety Officer Susan Mann, Supervising Librarian, Metro Branches Sherryn McNab, Senior Library Assistant, Sunnyside Library Melissa Scroggins, Senior Library Assistant, California History and Geneology Susana Solis, Librarian, Reedley Library

  3. Major Changes Rules of Conduct revised to describe specific behaviors Development of a procedures manual that includes California Penal Code references Elimination of the “How the Library Enforces the Rules of Conduct” handout Creation of a standard documentation procedure Authority to suspend patrons given to all staff Suspensions occur in weeklong increments Public signage and presentation of the rules of conduct Staff and security training Community partnership

  4. Revisions to the Rules of Conduct A person will be immediately expelled and suspended for committing or attempting to commit a serious offense, including assault; battery; theft; vandalism; sexual offenses; offensive touching; harassment, stalking or threatening behavior; the use of alcohol or controlled substances; or having unsanitary bodily hygiene so offensive that it constitutes a nuisance in the library. Any person who refuses to leave the library when asked to do so will be suspended from the Library premises and authorities will be notified. (California Penal Code 602)‏ CA PC 602-Trespassing: Every person who willfully commits a trespass by any of the following acts is guilty of a misdemeanor: (k)(1) Refusing or failing to leave the lands immediately upon being requested by the owner of the land, the owner’s agent or by the person in lawful possession to leave the lands

  5. Procedures manual: a step-by-step approach Includes reasoning behind rules: language for staff to use when approaching patrons “Best Practices for Enforcing the Rules of Conduct” was not specific enough, and unsuitable for handling illegal activity or rapidly escalating situations. The handout “How the FCPL Enforces the Rules of Conduct” has been eliminated. Includes stricter consequences based on law enforcement recommendations Authorization to suspend up to 4 weeks given to all library staff. California Penal Code violations listed for each rule violation.

  6. Documentation Specific uses for each are outlined in the procedures manual Daily Incident Log Revised Problem Patron Form includes weeklong lengths of suspension Suspension of Library Privileges card Safety binders at each desk Creation of online forms and database, accessible to staff and security officers Objectivity is important. Document specific actions. Avoid language describing personal emotions or preconceptions.

  7. Sign at both entrances Welcome to Fresno County Public Library Please help us keep the library a welcoming place for everyone by following these rules while you are here Be considerate of others by speaking quietly; please silence your cell phones. Offensive language is not permitted. For your safety and the safety of others, no running or roughhousing is permitted in the library. Children who cannot care for themselves must be accompanied by an adult. Please respect the library building, furniture, equipment and materials. Food and drink are not permitted in the library, except water in a screw cap bottle. Always cooperate with library staff and county security. We thank you for your cooperation.

  8. Exercise: Practice using the procedures manual Break into groups of three: one person will be the patron, one will be the library staff member; one will be the observer Walk through the first scenario. After you are done, review the observer’s notes and discuss the questions on the observer’s sheet. Be ready to talk about your group’s experience. Walk through scenarios 2 and 3. Make sure that everyone has a chance to be the library staff person.

  9. Break

  10. Feedback https://fcplcentral.pbwiki.com password: l1brary FrsnPBC@fresnolibrary.org or Fresno, Patron Behavior Committee in the Outlook Address Book

  11. Authority to suspend patrons given to all staff All staff are authorized to make decisions and enforce consequences. If you witness a rule violation, it is your responsibility to address the situation and fill out a problem patron form. Responsibility for a safe library is shared among all staff. Training Policies Staff supporting each other

  12. Before addressing a situation… Evaluate the situation Get staff support or security for incidents that may threaten the safety of you or anyone else. Be calm Take a deep breath. Be aware of your reactions, emotions, biases; set them aside. Monitor nonverbal cues Maintain open body language. Smile. Use a low, calm speaking voice. Make eye contact.

  13. Acknowledge the patron's position Listen carefully to the patron's situation. Be aware that the patron perceives you as an authority. Respectfully explain the reasoning behind why you must enforce the rules. Offer to assist the patron in some other way. Apologize for the frustrating experience the patron is having. Because you have listened to the patron's situation, you know of other ways you can ameliorate the situation.

  14. Saying no in a non-confrontational way What I mean How I say it “Yes!” My interests: … … … … … … … … … Their interests: ... ... “I am sorry that we're going through this difficult situation. Because we stand for/need … … …” “No.” Demand/behavior to which I want to say No: … … … … … “I say No to/will not … … … … … … … … … … … … … … … … … … … … … … … … … … … … … “Yes?” I am asking the Other to: … … … … … … … … … … ... … … … … … … … … … … … … … … … … “I therefore propose … … … … … … … … … … … … … … … … … … … … … … … … … … … … ...” YES! To your/their interests & needs NO. To their demand or behavior YES? Your proposal

  15. Exercise: Saying no in a non-confrontational way Break into groups of three: one person will be the patron, one will be the library staff member; one will be the observer Walk through the first scenario. After you are done, review the observer’s notes and discuss the questions on the observer’s sheet. Walk through scenarios 2 and 3. Make sure that everyone has a chance to be the library staff person.

  16. Questions, concerns

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