Problem Patrons

Library Policies

Corning Public Library

Decorum of Library Patron

It is expected that the library patron will conduct himself/herself with respect and courtesy to the library staff and other patrons. Observance of library policy and rules is expected at all times. Abuse of library privileges will result in a warning by the head librarian or in his/her absence by the staff member in charge. Continued abuse may result in suspension of some or all library privileges at the discretion of the head librarian.

A patron who feels he/she has been unfairly suspended may file an appeal in writing with the board of trustees. Appeals will be considered at the next regular meeting of the board of trustees, provided they have been received seven days prior to the meeting.

The Unruly or Disruptive Patron

At the discretion of the librarian, the unruly or disruptive patron may be asked to leave the premises for a specified period of time, or they may lose certain library privileges. If the patron is a minor, a parent will be notified of the disciplinary action.

The Unattended Child

The library does not provide a babysitting service. Preschool children are expected to be accompanied and supervised by a responsible person. Older, unattended children who are disruptive Will be dealt with according to the library's stated policy.

Problem Patron Policy

INTRODUCTION

Part of the staff's responsibility is to keep the library a pleasant environment for as many people as possible. In a library as overcrowded as ours is, this isn't always an easy task. Problems arise because, ironically enough, our efforts to create an enjoyable atmosphere sometimes attract people who jeopardize the work we've done.

It is important that we not ignore a patron whose behavior drives others out of the building. It is equally important that we be tolerant of a patron who behaves unusually but doesn't disturb others. These guidelines are designed both to help the staff decide if a patron is really being a problem and to provide ways to deal with problem patrons.

1. IRATE PATRONS

   This is a problem we all face when working with the public. First of all, be sure it is not your behavior that is causing the patron to show heated emotions. Be sure that your muscles are relaxed and that you do not come across as being combative or poised for battle. Alternatively, don't appear fearful. A limp, uncaring, or "tough apples" attitude is destructive. You should feel that your job is to obtain for the patron what he/she wants if it is at all possible. If it is not, say you are genuinely regretful but the reasons for the library's inability to comply are good ones.

   If you feel you are being helpful and the patron is not responding to you in a manner that is respectful, consider calling another staff member to help. It is possible that someone else on the staff will be able to help you.

2. DESTRUCTIVE BEHAVIOR

   Destructive patrons can be careless or thoughtless; others can be dangerous. You must size up the situation and decide the best method of handling it. If the patron seems harmless, making him or her aware that you know what he or she is doing should be enough to stop the problem. If the patron is obviously not approachable, call assistance and a supervisor to help you. Examples of destructive behavior are listed below:

   1. Destroying or damaging of library material such as books, pamphlets, films, magazines, records, cassettes, art prints.

   2. Destroying or damaging library equipment such as typewriters, copy machines, microfilm readers, stereo equipment, cassette players.

   3. Vandalism of library property. Defacing walls, damaging facilities (such as restrooms), breaking windows.

3. BEHAVIORIAL PROBLEMS

   1. Definition
      1. These problems which are not of a threatening nature but are nonetheless disruptive. They are also the problems which seem to occur most frequently in the library.
      2. Behaviorial problems include: strong smell, noisiness, excessive chattiness with staff or patrons, and other types of obnoxious behavior.
      3. Other patrons are not always quick to report an obnoxious patron to the staff. The staff should be alert to signs that a patron with a behaviorial problem is present. These signs include: patrons moving away from another patron, patrons staring at another patron, patrons looking at staff members as a form of complaint. Sometimes the staff member will notice a problem patron, and other times there may be an actual complaint.

   2. Guidelines
      1. Noisy adult patrons should be told that their behavior is improper in the library. This advice should be repeated if necessary. If that strategy is unsuccessful, the patron should be told that he or she will have to leave if the behavior continues to be a problem. Finally, the patron should be asked to leave. Staff members should be polite, but firm.
      2. Chatty patrons are usually lonely people, and the staff should be tolerant of their behavior as long as the noise doesn't disturb others. If a patron's chattiness begins to distract a staff member from helping other patrons, the staff member should politely excuse him or herself and explain that he or she must help another person.
      3. Smelly persons who are offending others should be asked to leave until they've cleaned themselves. This may be uncomfortable, but we can assume that anyone who smells so strongly knows it and Is intentionally behaving in this manner.

4. CHILDREN

   Children can be problem patrons for a variety of reasons., Handling depends on the individual situation.

   1. Noise--Single or small groups should be told in a firm, but nice way, that their behavior is inappropriate in a library and that they are disturbing others. If they repeat actions, remind them in a stricter tone of voice.

      Larger groups, especially during children's programs (puppet shows, movies, story hours), present a difficult problem. It is almost impossible to control large group situations. If other patrons complain, explain the circumstances and apologize.

   2. Running and playing are hazardous and should be stopped at once.

   3. Attention seeking or demanding children (e.g. repeated questions; talking to staff), should be discouraged since it disrupts work activity.

   4. The use of the library as a temporary baby-sitting service by parents should be discouraged. Tell parents we are not such a service and can not be responsible for their children.

   5. Children can be a problem even with their parents. if they are disturbing others, approach the parent first and inform them of their children's actions. Often, they are so accustomed to their child's behavior that they are not aware of Its effects on others. A good thing to say would be, "I'm sorry but your child seems to be disturbing others."

   6. Miscellaneous discipline problems are so varied that each situation should be handled as it occurs. If it seems you cannot deal with it, contact a supervisor.

5. SEXUAL DEVIATES

   You can be sure that what these people are looking for is some sort of shock or surprise reaction.

   1. Peekers: This problem happens to staff and public alike. There might be a few suggestions that will discourage this behavior.
      1. The way one dresses and carries oneself will have something to do with this. Pants are good to wear if one has to work out in the stacks shelving.
      2. If someone is watching you, be sure to get a description. BE SURE TO TELL YOUR SUPERVISOR.
      3. Many times if you can confront the individual and let him know that you know what he is up to it will stop him from doing it. Do not let the peeker get the best of you. "Do you need help finding something?", is something you might ask if you confront him. If the problem gets bad, we may want to let another agency in to help us.

   2. Flashers: These people are very passive, not violent.
      1. Get a description.
      2. Try not to show alarm as this behavior thrives on it.
      3. Tell supervisors and fellow workers.
      4. Call description into police.

      This is a serious problem and should not be taken lightly.

6. MENTALLY DISTURBED
   1. Define problem: Decide whether individual is dangerous or not, and whether behavior is bothersome or not.

   2. Not Dangerous
      1. Bothersome behavior
         1. Sit down with the patron and attempt to reason.
         2. Do not argue the individual out of hallucinations or delusions.
         3. Have another staff member within viewing distance if you are not certain of the individual's reaction.
         4. Do not corner the individual. Allow him or her space to easily leave the building.
         5. If disturbance continues, firmly tell the person his behavior is inappropriate and that he will have to leave.
         6. If the Individual refuses to leave, get assistance from another staff member or if need be, call the police.
      2. Not bothersome
         1. Ignore unusual behavior if not disturbing others.

   3. Dangerous
      1. Notify Librarian or City Clerk
      2. Call police.

   4. Handling them
      1. Talk in a firm, commanding voice.
      2. Do not touch the patron! (Depersonalization). This is something that often happens - the psychotic will be having a hard time holding themselves together. If you touch them they weird out!!
      3. If they do not respect your command, call police.
      4. Be consistent in how you treat everyone!
      5. Inform you supervisor whenever you've had to deal with a problem patron.

7. ALCOHOL
   1. Definition
      1. Anyone carrying a bottle of beer, wine or liquor in the library (including the rest rooms) should be considered a problem patron.
      2. Judgement should be exercised in the case of people who smell of alcohol. If the patron's behavior is not otherwise offensive, then there's no problem. If, on the other hand, the patron is loud, obnoxious, or In some other way behaving improperly, guideline steps should be followed.

   2. Guidelines
      1. The staff member who notices a patron who is drunk and drinking in the library should decide whether to handle the problem or request help from other employees. The patron should be asked to leave the library, because "Drinking is inappropriate in a public library."
      2. If the patron refuses or the staff feels the patron is too dangerous to be dealt with, the police should be called. The police will decide whether to take the person or, if the person is violent, the police will arrest him or her.

8. DRUGS

   1. Definition
      1. It is not always obvious whether a person who is acting strangely is under the influence of drugs or suffering from a more permanent psychological problem.
      2. Someone behaving in a particularly bizarre fashion might be assumed to be under the influence of drugs, because people with everyday psychic disorders of such an extreme nature are probably not out on the streets.

   2. Guidelines
      1. The patron shouldn't be made to feel threatened, as this will only make the situation worse.

9. WEAPONS

   1. Definition
      1. Iowa law now states that it is illegal to carry a dangerous weapon in a public building.
      2. According to the police, a knife is not a dangerous weapon, and a gun must be loaded to be considered dangerous.
      3. For our purposes, a knife worn on a patron's belt will be allowed In the library. However, a knife held in a threatening manner is definitely a problem. Any gun in the library will be considered a problem, also.

   2. Guidelines
      1. Call the police immediately.
      2. Before the police arrive, the staff is responsible for protecting other patrons in the building.

posted January 14, 2000