How to handle situations involving a patron when they have broken one of the disruptive behavior policies.

Did you know, being respectful defuses anger?

Patrons are not always aware that they are breaking policy, so you should always approach them as if they didn't know that they were.

Below are some examples on how to handle situations involving a patron when they have broken one of the disruptive behavior policies. You should always approach a patron in a quiet polite tone, be courteous and try not to embarrass them.

If a patron is being disruptive by the tone of their voice, approach them by saying in a hushed tone, "Excuse me, sir.  You probably don't realize how loud your conversation is, but would you mind lowering your voice?"

If a patron is being disruptive by using their cell phone, you should approach them in a polite way by saying, "Excuse me, ma'am.  You probably don't realize it, but we can hear your conversation at the desk.  Do you mind walking outside to finish your call?" Or you could direct them to a closed off space like a study room and say, "Do you mind finishing your phone call in here?  It would be more private for you to finish your call and you probably don't want everyone listening in."

Most of the time patrons are not aware of how loud they are talking, and some may have disabilities that may cause them to speak in a high volume.

Here are a few more examples on how to approach patrons:

"Excuse me, sir.  I'm not sure if you are aware, but you cannot wear your hood up while inside the library."

"Excuse me, ma'am.  You probably didn't realize food isn't allowed inside the library.  Do you mind eating outside or in a designated area?" and then inform the patron where the designated areas are located.

"Excuse me, sir.  You probably weren't aware, but you cannot sleep at the library."

Starting the interaction by stating that the patron might not be aware of the policy gives them an out, and most of the time they will agree that in fact they did not know and apologize. 

If you approach the patron with arrogance or in a hostile way, you will most likely receive a negative response back. Again, keep in mind that the patron is probably unaware that they are doing anything wrong, and always thank the patron for complying.

How you handle an issue with a patron determines the patron's view on their library experience and our goal is to give them a good one. 

Bloodborne Pathogens

Bloodborne pathogens are infectious microorganisms in human blood that can cause disease in humans. These pathogens include, but are not limited to, hepatitis B (HBV), hepatitis C (HCV) and human immunodeficiency virus (HIV).

Bloodborne Pathogens Protection Kits are located at all branches and departments.
If you do not know the location of the kits find out the location from your supervisor.
You should know where all Protection Kits are located at your branch - not just in the department where you work.

Everyone is responsible for clean up, so make sure you are prepared. 

Follow the directions below to access the training video.
      
     1.   Click on this link:  https://moodle.rowancountync.gov/login/index.php

2. Use your normal network login and password to log in
3. Click on “Risk Management”
4. Click on “Bloodborne Pathogens”
5. Click on “Enroll Me” (you will only get the “Enroll Me” button the first time you access this material.  IF you exit and return you will not get the “Enroll Me” button)
6. Click on “Video” to watch a video about Bloodborne Pathogens. Once the “moodle” screen appears, click the play button (“>”).
7. After you have finish watching the training video click on “Participation Verification” and take the quiz. 

Know this policy and be confident in enforcing it!

 Knowledge = Confidence

Knowing The Policy Series - dispensing chemicals or noxious substances including, but not limited to, pepper spray, stink bombs, and tear gas;

Do you know Rowan Public Library's

 Disruptive Behavior Policy Statement???

For the next coming weeks I will be highlighting them on the Security Tips Blog.

Any comments or questions you may have you can email me at:

tara.greene@rowancountync.gov

22. dispensing chemicals or noxious substances including, but not limited to, pepper spray, stink bombs, and tear gas;


If you see a patron breaking this policy contact the Security Officer, Librarian in Charge or Supervisor and let them handle the situation. 

Know this policy and be confident in enforcing it!

 Knowledge = Confidence

Knowing The Policy Series - assaulting any library user or staff member;

Do you know Rowan Public Library's

 Disruptive Behavior Policy Statement???

For the next coming weeks I will be highlighting them on the Security Tips Blog.

Any comments or questions you may have you can email me at:

tara.greene@rowancountync.gov

21. Knowing The Policy Series - assaulting any library user or staff member; 

Assault
1.a sudden, violent attack; 

2.an unlawful physical attack upon another; an attempt or offer to 
do violence to another, with or without battery, as by holding a 
stone or club in a threatening manner.

If you witness someone being assaulted you need to contact the Security Officer, Librarian in Charge or Supervisor immediately. 
The Police should be called.

Know this policy and be confident in enforcing it!

 Knowledge = Confidence

Knowing The Policy Series - threatening staff or the public;

Do you know Rowan Public Library's

 Disruptive Behavior Policy Statement???

For the next coming weeks I will be highlighting them on the Security Tips Blog.

Any comments or questions you may have you can email me at:

tara.greene@rowancountync.gov

20. Knowing The Policy Series - threatening staff or the public;

Threatening

•  having a hostile or deliberately frightening quality or manner.

•  (of behavior) showing an intention to cause bodily harm.

•  (of a person or situation) causing someone to feel vulnerable or at risk.

If you feel threatened or witness someone being threatened you need to contact the Security Officer, Librarian in Charge or Supervisor immediately. 

Know this policy and be confident in enforcing it!

 Knowledge = Confidence

Knowing The Policy Series - refusal to leave library property when instructed to do so;

Do you know Rowan Public Library's

 Disruptive Behavior Policy Statement???

For the next coming weeks I will be highlighting them on the Security Tips Blog.

Any comments or questions you may have you can email me at:

tara.greene@rowancountync.gov

19. Knowing The Policy Series - refusal to leave library property when instructed to do so;

Refuse - indicate or show that one is not willing to do something.

The Security Officer, Librarian in Charge or Supervisor should be involved, if any situation comes up that involves a patron being asked to leave the library.

The police should be called if the patron refuses to leave.

Know this policy and be confident in enforcing it!

 Knowledge = Confidence

Knowing The Policy Series - providing false information to staff or police in regards to identity when requested;

Do you know Rowan Public Library's

 Disruptive Behavior Policy Statement???

For the next coming weeks I will be highlighting them on 
the Security Tips Blog.

Any comments or questions you may have you can email me at:

tara.greene@rowancountync.gov

18. providing false information to staff or police in regards to identity when requested; 
                           

Patrons need their card, ID, or we need to have their picture in the computer to be able to check out. Juveniles may check out as long as they can verify their birth date and name but we prefer library cards. Parents need to have child's card to check out if the child is not present.

To check out using someone else's library account - patron must have the physical library card in hand!

Violations of this policy 

If a patron refuses to give there name and information.

If a patron gives you someone else's name or information.

If this happens contact the Security Officer, Librarian in Charge, or Supervisor.

A patron could be banned if they violate this policy.

Know this policy and be confident in enforcing it!

 Knowledge = Confidence