MANAGING THE PROBLEM LIBRARY PATRON Types of Problem

MANAGING THE PROBLEM LIBRARY PATRON

Types of Problem Behavior n Disruptive Behavior 4 Loitering 4 Sleeping in Library 4 Talking/Socializing 4 Verbal Altercation 4 Physical Altercation 4 Irate/Abusive Behavior

n Aberrant Behavior 4 Emotionally disturbed person 4 Lonely/helpless person 4 Under influence of chemical substances

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

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

n n n 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.

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

Disruptive Behavior n Loitering 4 Ask if you can help 4 If necessary, obtain support 4 Ask for ID and purpose for being in library 4 If they are not using the library, ask that they leave

n Sleeping in Library 4 Approach sleeper from the front 4 Remain at arm’s length 4 Do not touch the person 4 Awaken the person and identify yourself 4 Inform patron not to sleep in library 4 May have to ask patron to leave library

n Talking/Socializing 4 Intervene politely, calmly and firmly 4 Identify yourself 4 Explain library policy 4 Tell patron where talking is permitted

n Verbal Altercation Between Patrons 4 Attempt to diffuse the situation verbally 4 Complete library incident report

n Physical Altercation Between Patrons 4 Call police or library security 4 Direct other patrons away from area 4 You may attempt to dissuade combatants 4 Complete library incident report

n Irate/Abusive Patron 4 Remain calm. Keep your voice low and firm 4 Summon supervisor if necessary 4 If abuse continues, you may have to call police or security 4 Complete library incident report

n Aberrant Behavior 4 Remain at comfortable, safe distance 4 Do not touch, stare or point at person 4 Obtain back-up staff support 4 Advise that he/she must leave library 4 Complete library incident report

n Lonely/Helpless Person 4 Be helpful, but firm 4 Be discreet and non-judgmental 4 Paraphrase questions 4 Encourage patron to be self-sufficient

n Under Influence of Alcohol and/or Drugs 4 Request back-up for suspicious behavior 4 Be discreet and non-judgmental 4 Maintain a safe distance 4 Ask person if they are ill or need medical attention 4 Advise that he/she must leave the library 4 Complete library incident report

Criminal Behavior n Activation of Electronic Detection System 4 Ask person if they have library materials they forgot to desensitize 4 Ask if they have anything else that might have set off the alarm 4 Ask them to open bookbag, if they have one 4 Complete library incident report 4 Summon police if necessary 4 Do not follow person out of library

n Theft of Library Material 4 If theft is observed, request back-up 4 Summon police or library security 4 Detain patron if you can do so safely 4 Complete library incident report

n Vandalism - Mutilation of Material 4 If vandalism is observed, request back-up 4 Summon police or library security 4 Detain patron if you can do so safely 4 Complete library incident report

n Theft of Personal Property 4 Immediately call police or library security 4 Ask patron if the observed any suspicious 4 Obtain information to assist police or security 4 Complete library incident report

n Sex Offenses 4 Obtain description of offender(s) 4 Summon police or library security 4 Obtain information to assist police or security 4 Complete library incident report