Public Services Managers Minutes - May 09, 2024

Behavior in the Libraries

Procedures

• Staff are authorized to request a guest’s name if a PITS report is being created for a violation of the Behavior in the Library guidelines. If a guest refuses to provide a name, they may be asked not to return to the library until they are willing to share that information.
• All violations of the Behavior in the Library guidelines should be reported in PITS. Library managers are responsible for reviewing all local PITS reports. The Security Manager reviews all PITS reports across the system.
• If a PITS report involves a minor, their parent or guardian should be contacted if possible.
• Staff responding to violations of the Behavior in the Library guidelines should follow the progressive discipline model. First incident: educate the guest on acceptable behavior in the library. Second incident: warn that further instances of unacceptable behavior may result in loss of library privileges. Third incident: ask the guest to leave for the day.  Each step should be documented in PITS. If a guest asked to leave the library on a regular basis for similar behavior, local managers can consider a suspension longer than a day but less than a month.
• Depending on the situation, you may skip steps of the process.
• Bans of 30 days or longer will now be system-wide rather than local, and will require a ban letter to be delivered, a special stop to be added to their account, and a welcome back conversation conducted with a library manager before they return to the library at the end of their ban.
• Pest procedure: if a person brings pests in on their person or belongings, they can be banned from the library. If there is pest damage to returned items, they can have their borrowing privileges suspended, but will still be allowed to visit the library.
• For bans of 1-6 months, the library manager will be responsible for writing the ban letter, adding the special stop to the guest’s account, and emailing the management team.
• For 1 year, 2 year, or indefinite bans. Managers should email their RD and the Security Manager with a link to the relevant PITS any time they’re recommending a ban over 6 months. This will still be reviewed and approved by the CGO before the ban is in place.
• In cases of severe or unlawful behavior, especially any behavior that threatens the safety of staff of guests, 1 to 2 year bans may be considered without going through the stages of progressive discipline.

Welcome Back Conversations

• Before a banned guest can return to the library, they need to have a welcome back conversation with a library manager. The guest may email or call CIS to set up an appointment if they want to be sure the manager will be there when they return.
• The welcome back conversation should remind the guest of the behavior that resulted in the ban, lay out the changed behavior required to continue coming to the library, and have the guest affirm understanding.
• If a returning guest is not receptive to the welcome back conversation, the manager may need to invite them to come back and try again in a day or two before being allowed back in the library. If the returning guest responds with disruptive behavior, an additional ban may need to be applied. Either case will need to be documented in PITS.
• The best place to have a welcome back conversation is somewhere out in the open, within view of a camera, and far enough away from other guests and staff so that the conversation can’t be easily overheard.
• The special stop will not be removed until the welcome back conversation has taken place. It will be up to the library manager to do this.

Appealing Process

• In order to appeal a ban, the guest must provide a written statement to the library manager. The statement may be hand-delivered, emailed, or mailed. It should provide mitigating factors and evidence that the guest can be expected to refrain from the behavior that resulted in the ban.
• All appeals must be reviewed and discussed by Guest Services Leadership Team. After a decision is reached whether or not to shorten the ban, the guest will be notified in writing the decision.
• If a ban is shortened as a result of an appeal, a welcome back conversation is still required before the guest returns to the library.

How to Help Staff

• Managers can conduct after-action reviews to discuss recent responses to disruptive conduct in staff meetings.
• This is a good opportunity to remind staff that they are all empowered to address disruptive conduct and that part of guest experiences is building relationships with guests. Receiving the same corrective language from multiple people is more effective than having the same person repeatedly address the same behavior.

Talking points discussion

• No additions or corrections were suggested to the talking points for the policy changes.

Walmart credit cards

• Library managers are responsible for keeping the credit card sign-in sheet up to date. The credit card needs to be locked up and under the manager’s control, but the sign-in sheet can be stored somewhere the Business Office can access it in case of audits.

NW Chamber OKC Leadership

Managers who work in the NW Chamber territory should look into the Leadership program and let their RD know if they’re interested in participating.