A Person of Interest... Safety and Security in the Library Preventing Disruption of Library Services

1. A Person of Interest...Safety and Security in the LibraryPreventing Disruption of Library Services Presenter: Michael J. Daly, Queens Library Director of Logistics & Security Management Email: Michael.Daly@queenslibrary.org Telephone: (718) 990-0799

2. Dealing with Patrons who haveBehavioral Problems • Homeless Customers • Emotionally Disturbed Persons (EDP) • Disorderly Customers • Teen and “Tween” Conduct

3. Homeless Customers • Everyone has a right to Library Services. • Treat patrons with equal respect. • Maintain a list of Homeless Shelters & Social Service Agencies. • If a patron has a strong odor or shows evidence of lice, privately speak with them away from other customers. • If possible, keep restrooms locked.

4. Emotionally Disturbed Persons (EDP) • Do not violate their personal space. • Attempt to get to know your regular EDP. • Never let an EDP engage you in a debate. It is difficult to reason with an EDP. • Never raise your voice to an EDP. • Have a back up plan. • If an EDP exhibits violent behavior, clear the surrounding area of customers and when possible call the police.

5. Disorderly Customers • They are angry with the Library, not you. Do not take it personally. • Listen to their complaint fully. • Do not raise your voice. • Do not stoop to their level when responding. • If you truly cannot help the customer, offer another option for them to follow. • If the customer’s demands cannot be met, ask your supervisor for assistance.

6. Teens and “Tweens” Conduct • Kids can detect biases. • Do not be judgmental. • Be respectful, but firm. • Security is not always the answer. • Have programs that engage youth. • Grant Funding is available for Teen Programs.

7. SOCIAL WORKER YOUTH COUNSELOR ACTIVITY ASSISTANT YOUTH DEVELOPMENT CAREER DEVELOPMENT JOB COUNSELORS COMPUTER CLASSES HOMEWORK ASSISTANCE COLLEGE FAIRS Queens Library Teen Enrichment Program

8. Purpose & Goal of Queens Library for Teens a project under Youth Enrichment Services (Y.E.S.) Unit • The GOAL is to provide an alternative teen-friendly space that actively engages teens to learn, build social connections, and gain literacy skills. • The PURPOSE is to create a safe, comfortable environment, and positive atmosphere; in which teens may explore and express their creativity.

9. Rules & Regulations of the Teen Library Recording Studio • There is NO food or drinks in the Recording Studio Area. • After completing training on equipment, teens will sign-up to use the recording studio for up to 2 hrs. • Teens will be asked to sign “Recording Studio - Codes of Conduct” agreement. • Teens cannot: • Disrupt or discourage anyone’s creative expression. • Play music or sound files at a level that it does not disturb others. • Play any music that contains profanity or degrades others. • Use profanity and/or discriminatory language that offends others. • Purposefully destroy or vandalize Library/Recording Studio property. • Steal or reproduce content off of any of the Library’s equipment. • Reproduce the content of any professional recording artist or patron of the Library. • Keep projects that do not follow the rules and will be deleted immediately. • Hold the Library responsible for any content left at the Teen Library. • Leave music tracks on the server for only one week.

10. Dealing with Patrons who Break Library Policy • Customers’ Library Accounts. • Banning Customers. • Incident Reports and Correspondence. • Staff Policies and Procedures. • Teen Library Rules and Regulations.

11. Banning Customers • Notify the customer that if their behavior continues their Library privileges will be revoked. • Identify by Whose Authority. • Build a Case. • Issue a Barring Notice. • Create an Appeal Process.

12. Queens Library Account Forms • Collecting Data • Fees • Pin Numbers • Customer Responsibility • Email • Internet Usage

13. Queens Library Incident Report & Correspondence • Incident Report • Letter to Barred Customer • Barring Notice

14. Queens Library Policies and Procedures • Employee Theft Policy • Staff Borrowing & Loan Privileges • Public Conduct

15. Rules & Regulations of the Teen Library Recording Studio Consequences for Not Following Expectations • Verbal warning from staff. • Restricted access from the recording studio area • Required workshop on “creating and building community” • Contact with parent/legal guardian • Documentation via Queens Library Incident Form (including all information and dates from previous incidents), kept on file with Queens Library Security.

16. Dealing with Patrons whoBreak the Law • Sexual Assaults, Sexual Harassment & Pedophiles. • Theft and Crime. • Of Library Assets (Both Internal & External). • Of Customers Assets/Property.

17. Sexual Crimes • Security consultant and design phase. • Avoid blind spots whenever feasible. • Employ the use of CCTV. • Challenge suspicious adults who may appear to be stalking children.

18. Other Resources Sex Offender Locator:http://criminaljustice.state.ny.us/nsor/ Child Abuse Hotline: 1-800-342-3720 NetSmartz Workshop -http://www.netsmartz.org/ParentsCyber Tip Line -www.cybertipline.comThese two programs are under the National Center for Missing & Exploited Children® (NCMEC).SafeKids.com -http://www.safekids.com/about/SafeKids.com is one of the oldest and most enduring sites for Internet safety. GetNetWise -www.GetNetWise.orgGetNetWise is a public service brought to you by Internet industry corporations and public interest organizations to help ensure that Internet users have safe, constructive, and educational or entertaining online experiences. ChildHelp - www.childhelp.org/pages/help-for-kidsChildhelp® is a leading national non-profit organization dedicated to helping victims of child abuse and neglect. Internet Child Safety Websites

19. Theft and Crime • Enforce laws with diligence & consistency • Have clearly stated zero tolerance of theft policy • Record serial numbers of Library assets • Post prevention and warning signage • Post policy giving the Library rights to search bags • Employ IP meg pixel cameras • Card access and intrusion alarm systems • Cash shortages -vs- RFID technology

20. Theft and Crime REFERENCES • http://www.shopliftingprevention.org/shoplifting-laws/shoplifting-laws.html • http://criminal.findlaw.com/crimes/a-z/shoplifting.html • http://www.expertlaw.com/forums/showthread.php?t=30535&page=1 • http://law.justia.com/newyork/codes/2006/general-business/gbs0218_218.html • http://law.onecle.com/new-york/general-business/GBS0218_218.html • http://eastmeadow.patch.com/articles/video-east-meadow-library-nabs-book-crook#video-4661698

21. Using Technology to Prevent Library Thefts • Radio Frequency Identification Devices (RFID) • Book Drops • Bar Codes • Crime Prevention Signage

22. Radio Frequency Identification Devices (RFID) Desk Top - RFID Check Out Unit Interior RFID Gates Interior View of RFID Check Out Unit

23. RFID Book Drop Exterior RFID Book Drop Unit Interior RFID Book Drop Unit Interior View of Book Drop RFID Unit

24. Crime Prevention Signage

25. Keep All Options Open • Maintain a Liaison with Local Police. • Keep an Open Dialog with Prosecutor’s Office. • Maintain an Open Door to Neighborhood Schools. • Reach Out to Parents and Community.

26. YouTube Training Websites • ANGRY LIBRARIAN -http://www.youtube.com/watch?v=7XvAakX__cQ&list=QL&feature=BF • Librarian Lays Down the Law -http://www.youtube.com/watch?v=gzbDdgWiaS0&feature=related • When Bad Things Happen to Librarians - http://www.youtube.com/watch?v=zACEc4f-Cxc&feature=related • Patrons Gone Wild-http://www.youtube.com/watch?v=px9m-0wAREc&feature=related • Larry the Loud Librarian- http://www.youtube.com/watch?v=5iWbOzNI3Do&feature=related • CUSTOMER SERVICE VIDEO- http://www.youtube.com/watch?v=QxHJ-6piylA&NR=1 • Dealing with Angry Customers -http://www.youtube.com/watch?v=ybCxN86n61k&feature=related • Library Investigator – MR. BOOKMAN(SEINFIELD- Episode 5, Season 3) http://www.youtube.com/watch?v=MF2gZu3ygEQ&feature=related • Handling Customer Complaints in the Library-http://www.youtube.com/watch?v=N7jS9-g-BBc&feature=related

27. The information contained in this presentation and or handouts is for general information purposes only. The information is provided by the said presenter, Michael J. Daly, and while I have endeavor to keep the information up to date and correct, I make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to this presentation or the information contained in this handout for any purpose. Any reliance you place on such information is therefore strictly at your own risk. In no event will the presenter or the Queens Borough Public Library be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this presentation and handouts. Disclaimer New York State Education Law • § 262. Use of public and Indian libraries. Every library established under section two hundred fifty five of this chapter shall be forever free to the inhabitants of the municipality or district or Indian reservation, which establishes it, subject always to rules of the library trustees who shall have authority to exclude any person who wilfully violates such rules; and the trustees may, under such conditions as they think expedient, extend the privileges of the library to persons living outside such municipality or district or Indian reservation.

28. Security is Everyone’s Responsibility!“ONE TEAM” A special thanks and acknowledgement to the below for their contribution to this presentation: Barbara Kavanagh, Assistant Director, Logistics and Security Management Roseann Evans, Government Grants Manager