Staff Procedures Manual

Table of ContentsIntroduction...........................................................................4Customer Service...................................................................4Problem Customers................................................................7Incident Reports...................................................................10Staff Behavior......................................................................12Emergency Procedures........................................................15

Safety..............................................................................15 Driving RPL Vehicles Safely.............................................16 Fire..................................................................................17 Power Failure..................................................................18 Bomb Threats.................................................................19 Staff Personal Disasters…...............................................21Outreach Services................................................................22 Lamination......................................................................22 Rules for Using Creative Works and Images Form..........22Support Services..................................................................24 Loans..............................................................................24 Acquisitions.....................................................................25 Technical Services..........................................................25 Acceptance of Donated Items....................................26 Memorials and Monetary Gifts...................................28 Definition of Collections.............................................29Direct Services.....................................................................31 Reference........................................................................31 Telephone Reference......................................................31 Email Reference..............................................................32 Mileage for subs..............................................................32 Paper Copies...................................................................33 Posting Promotional Flyers..............................................35 Unattended and Disruptive Children – General Guidelines36 Staff Childcare................................................................38 Privacy of Information.....................................................40 Guidelines for Responding to Law Enforcement Requests. 41

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IntroductionWelcome to the Rapides Parish Library (RPL) Staff Procedures Manual!

This manual has been created to cover some core concepts used at the Library, to introduce you to the various departments of the library and to give you specific procedures to use in various situations.

Customer ServiceSuperior service is the best form of communication and promotion for the library. Our goal is to ensure the best library experience for all customers. An empowered staff, with a can-do attitude, creates quality service. Make customers feel welcome – smile, look them in the eye and greet everyone with a positive, enthusiastic attitude. Every employee of the Library must be service oriented. We work for the people of Rapides Parish and they are our guests in their Library.

Customers are among the Library’s most valuable assets. Every employee represents the Library to our customers and the public. The way we do our jobs presents an image of our entire organization. Customers judge all of us by how they are treated

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with each employee contact. Therefore, one of our first priorities is to assist our customers. Nothing is more important than being courteous, friendly, helpful and prompt in the attention we give to customers.Our personal contact with the public, our manners on the telephone and the communications we send to customers are a reflection not only on ourselves, but also of the professionalism of the Library. Positive customer relations not only enhance the public’s perception or image of the Library, but also pay off in greater customer loyalty.

As we serve the public, we should keep in mind these basic rules of customer service:

1. Rules are made to be followed with both consistency and sensibility. Gaps between customer expectations and actual service lead to customer complaints.

2. There must be two dimensions of service: procedural and personal. The understanding and proper interpretation of procedures and policies lead to consistency in customer service.

3. Tailor customer service to meet customer needs. Find a way to get to "yes".

4. Respect works both ways. Meet the eyes of the customer and smile. When customers approach you, rise and greet them. Each person should be treated with respect, especially when we are requesting proper identification and information.

5. Ensure their satisfaction through assertive hospitality. Assertive hospitality means doing all that is feasibly possible to meet the needs of our customers. Assertive hospitality is showing or taking a customer where he/she needs to go and exceeding their expectations by making suggestions and/or helping them find additional information or materials.

6. Remember: Rules are means to an end, not the end itself.

Here are some pointers: Always acknowledge a customer whether you are on the

telephone or assisting another customer. For example, “I will be with you as soon as I finish with this customer.”

Always conduct yourself in a professional, mature manner. 4

Strive for excellence. Before you open your mouth, remember the cost of losing a customer can result in a lost donor, voter, or supporter.

Enjoy cultural diversity. Every customer is different and unique. Appreciate the diversity. Avoid saying or doing anything negative or judgmental about another individual.

If you encounter a customer who is dissatisfied and it appears that you are not able to resolve or assist the person, ask the manager on duty at the time for assistance. Try not to let a customer leave until you have done all that is feasibly possible to accommodate the person.

Problem CustomersIn the event you are faced with a dissatisfied or disruptive customer and you are not able to resolve the problem, consult the manager on duty. At Main Library, in the evenings and on Saturday and Sunday, the security monitor should be contacted.

Assess each situation in a calm, non-judgmental manner. Explain your position in clear, firm language. Present suitable alternatives, if possible. Explain the penalty (e.g., expulsion) for continued inappropriate behavior. Use teamwork. Be sure another staff member is with you when confronting the customer. Call outside help if necessary. Phone numbers for local police departments should be posted by the telephone.

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Fill out an Incident Report, describing the event, to be forwarded to the appropriate administrative staff. Incident Reports are found on the Staff Intranet under Forms / Circulation Forms. Submit via in-house mail or fax them within 24 hours. If you wonder if you should fill out an Incident Report, then you probably should!

Remain calm. Do not raise your voice. Be receptive and non-judgmental. Listen carefully to a customer’s question or complaint. Pause, breathe deeply and think before responding. Speak in a relaxed tone. Repeat the customer’s comments as

concisely as possible. If there is a justifiable need for an exception and you have the

authority, make one. If an exception cannot be made, explain the policy in a

relaxed tone, and if possible, show the customer the written policy or posted sign.

Stay in control of the situation; do not allow the customer to manipulate or intimidate you.

Be pleasant, calm and firm. DO NOT argue with or touch the customer. Stick to the issue.

Avoid humor or personal remarks. When necessary, request the assistance of another coworker

in the department/branch or a manager. NEVER be drawn into a physical or verbal confrontation with a

problem customer under any circumstance. If you see a customer with a weapon or have reason to

believe that a customer has a weapon, notify security or the police, then contact a manager. Managers should then notify an Administrator, following the Chain of Command, as soon as possible. Under no circumstances is an employee to approach a customer with a weapon.

Emergency phone numbers for the police or Sheriff’s office, and appropriate fire departments are posted at each circulation desk.

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ILLEGAL BEHAVIOR (Call the police or Sheriff’s office)

1. Assault2. Criminal mischief3. Drunk and/or disorderly conduct4. Harassment5. Public lewdness6. Theft (larceny)7. Trespass

PROBLEM BEHAVIOR

1. Chatty customers2. Disruptive conduct3. Using obscene language4. Solicitation5. Smoking6. Sleeping7. Loitering8. Running and playing9. Pets10.Leaving unattended children11.Customers without shoes or shirt12.Feet on tables and chairs

Incident ReportsFill out the Incident Report found on the Staff Intranet at Forms / Circulation any time that a customer complains, anyone other than an employee sustains an injury of any kind*, a crime is

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committed, you give a customer a warning, you ask a customer to leave, or anytime that something unusual happens.

When filling them out, be factual and objective; not conjectural. It is possible that they could be subpoenaed.

These are in-house documents. No one may see them except branch managers, department heads or administrative staff. If someone else wishes to have a copy, the Director must give permission.

If a crime is not committed, fill out an incident report, save it, and send it as an attachment to the Director, the Assistant Director for Direct Services and the Human Resources Manager.

If a crime is committed: If the customer is willing, call the appropriate law

enforcement agency. If you are NOT a manager, make sure that you involve your

manager; if she is not there, call her at home. Next, either you or she should CALL the Director, the

Assistant Director for Direct Services or the Human Resources Manager, in that order. Call until you get someone.

Finally, fill out an incident report IMMEDIATELY, save it, and send it as an attachment to the Director, the Assistant Director for Direct Services and the Human Resource Manager. Be sure you say specifically what the law enforcement agency did.

If necessary, administrative staff, not public services staff, will give the law enforcement agency a copy of the incident report.

The library administrative staff will take a pro-active stance on reporting to law enforcement any crime committed, and will cooperate fully with them.

*If the person injured is an employee, use form LDOC-WC-1077, found on the Staff Intranet at Forms / Human Resources. You can

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get to it in two ways, under Instructions for Completing form LDOC-WC-1077 and also under LDOL-WC-1077.

Staff BehaviorListed below are some behaviors that are unacceptable and, if continuously abused, can result in disciplinary action, up to and including termination of employment:

Consuming food/drink, chewing gum or smokeless tobacco products while assisting a customer.

No breaks / lunch at public desk Discussing personal business in the presence of a customer.

Save personal conversations of any nature for breaks and lunch.

Disapproving comments about the Library in the presence of customers is unprofessional and will not be tolerated. It not only reflects negatively on you, but on all other Library employees.

“Horseplay.” It is not only childish, but it is dangerous and could cause serious injury.

Participating in idle gossip and rumors. Gossip and rumors can create a hostile work environment.

Offensive comments should not be made or repeated and will not be condoned at RPL.

Speaking “Libraryese,” rather than using common words while conversing with customers. Libraries are like

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numerous other work environments that are full of acronyms. Customers generally do not know the terms we frequently use and it is rude to use them in their presence.

MESSAGE TO THE STAFFFrom: Steve Rogge, DirectorDate: October 30, 2001 Revised 10/23/03

I would like all staff to be aware of how I feel about how we treat each other as fellow staff and (by extension) how we treat customers and others.

Every individual has the right to work in an atmosphere that is free of overt or implied racism, sexism, ageism, etc. No one should have to hear comments, racial or otherwise, that offend or make him or her uncomfortable. All of our communications with each other, both oral and written, should be civil in tone and content. We should be showing each other respect, regardless of our differences. If provoked, in some way, our response should still be civil.

Sometimes such negative words or acts are intentional. If so, they are hateful and unacceptable. Staffers who do this should expect a response from this administration. That response may be verbal counseling, a written disciplinary report, or some more severe punishment, depending on the nature of the offense and on the employee’s previous record. Sometimes we offend without meaning to or even realizing that we have done so. In such cases, the proper response is to acquaint the staffer with the effect that his or her words or actions have had on others, in the hope of preventing future problems.

One problem area is expressing the attitude that all people in a certain group have some negative characteristic: (most Arabs, or blacks, or whites, or older people, or young people, etc., etc. are ………….). Of course I am not saying that staffers cannot have opinions about groups or individuals. I am saying that we do not have the right to express those opinions in word or action in the work place if they are negative, as described above.

Let me reiterate my comment about the need for civility in tone as well as the content of what we communicate. I expect everyone, from management on down, to avoid an abrasive or sarcastic or threatening tone, even if provoked by another person’s perceived failings or bad actions.

We need to show respect for each other, in spite of our differences. We need to avoid taking sides and getting into an “us against them” mind set. This can be achieved if we look at others as individuals, cut each other some

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slack for our differences, and focus on the overall goal of fostering a positive atmosphere in the work place. If you have a grudge or grievance against someone for the way they have treated you in the past, get over it. Start a new chapter in your relationship. But if a new offense occurs, report it to me and to whomever else is appropriate. If you need to report something, make every effort to avoid exaggeration.

This is what I believe. This is what I have always believed. This is the standard for acceptable behavior for this staff.

Emergency ProceduresIn an emergency concerning Fire, Alarm, Bomb Threat or Power Failure, consult the Emergency Procedures poster, which is posted throughout the library or branches. Review these procedures annually.

References to the police shall refer to the local police department for each municipality that has one, and to the Rapides Parish Sheriff’s Department in all other cases.

Safety11

We must take every precaution to prevent accidents. Managers and employees must take responsibility for their safety and for the safety of our customers. The key is consistent use of safe work practices. Work areas should be maintained so that they do not create a safety hazard for anyone. All new employees will receive basic office safety training during their initial orientation.

Protect your back by always practicing safe lifting techniques and/or using a back support (weight belt).

Admittance to, or passage through, an area that has been roped off, barricaded or otherwise designated as a danger zone is prohibited.

Employees that use the hand-held laser scanner must avoid looking into the end of the unit. At no time should the unit be pointed at another person.

All injuries, no matter how slight, must be reported to the appropriate supervisor, who must ensure that the proper forms are turned in to the Human Resource Manager. The supervisor fills out these forms, found on the Staff Intranet:Forms / Human Resources / LDOL – WC – 1007Employer’s Certificate of Compliance (see bottom of form above)There are also instructions for how to do this at:Forms / Human Resources / Instructions for Completing the Employer Report of Injury/Illness.

Food and beverages must be kept clear of all electronic and computer equipment.

All safety equipment that is issued or required to perform certain types of work must be used while performing that work and no machinery is to be operated without safety guards in place. This includes clothing, jewelry and fingernails and hair. No individual under the age of 17 years old is authorized to operate any of the Facilities Department machinery.

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Driving RPL Vehicles SafelyEmployees who use vehicles in the course of their duties are expected to observe the law, including seatbelt use.

Do not tailgate. Do not use cell phones or handheld devices while driving. Report any functional problems with a vehicle immediately

so corrections may be made. Don’t exceed the posted speed limit. Drive defensively and be prepared to act when there is an

emergency. FireDepartment Heads and Branch Managers are to ensure that all employees know the location of fire alarms, fire extinguishers and emergency exits.

Emergency exits are to remain free of obstructions at all times. Managers at Main Library are responsible for ensuring that all of their employees, especially night employees, know how to unlock the side door in the Children’s Department in the event of an emergency.

If you discover a fire or detect smoke, follow the procedures below, also found on the EMERGENCY PROCEDURES poster:

1. Sound the nearest FIRE ALARM and call the fire department, or emergency #911.

2. If possible, attempt to control the fire with an extinguisher; however, do not put yourself in danger. Otherwise, vacate the area.

3. Report the fire to your supervisor or the supervisor on duty, the Security Monitor and Library Director or any member of the administrative staff that is on duty. If a fire occurs during normal working hours, notify administration following the Chain of Authority found on the back of the EMERGENCY PROCEDURES poster.

4. Await the arrival of the fire truck to inform the firefighters of the location of the fire.

When you hear the fire alarm, follow the procedures below:

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1. When the alarm sounds, all persons in the building MUST evacuate the building as soon as possible. It is the duty of Library employees, particularly the supervisors on duty, to ensure that all customers leave the building as quickly as possible through the nearest exit. Allow no one to remain or enter the stacks.

2. If possible and time permits, before you leave, close all doors, turn off all lights, turn off all machinery, appliances, computers and office equipment.

3. Supervisors are to assemble all employees in a designated area out of the way of emergency personnel and vehicles, and ensure that all employees are present.

4. DO NOT ALLOW ANYONE TO GO BACK INTO THE BUILDING.5. Supervisors should make every effort to ensure no one

remains in the building. Any doubts about the building not being cleared should be reported to the firefighters immediately.

Power Failure

Managers are required to always keep a usable flashlight in a designated place for employees to use if the power fails.

1. If possible, notify the power company, and get an estimate of when the power will be restored.

2. Notify administrative staff. If the library’s phone will not ring when the power is off, be sure to tell the administrator the number of a cell phone where you can be reached.

3. You will be expected to keep the library open as long as physically possible. When it gets too cold, too hot, or too dark, we will close the library or branch.

4. Allow no one to use a lighter or light matches. Use your emergency flashlight only.

5. Continue to check books out and register customers using the paper checkout and registration sheets found at the circulation desk.

6. If physical conditions become too uncomfortable (#3, above), close the building. Be sure to let administrative staff know that you are closing.

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7. Gather all customers and staff. Make sure that everyone leaves the library or branch, and takes their possessions with them.

8. Leave a note on the door for customers who come later, stating that you have closed, why and the date and time.

9. When the power comes back on, if you are NOT at the Main Library, your server will have gone down. Notify the IT Department, and work with them to get it back up.

10. Be sure to include the power outage in your monthly report.

Bomb Threats

When a bomb threat is received, the Library building and premises must be evacuated and closed immediately. Evacuate the building the same as you would in the event of a fire emergency. Notify the police immediately and notify the Director.

When the call is received, remain calm and follow the procedures below:

1. Keep the caller on the line as long as possible. Ask the caller to repeat the message. Try to write down every word spoken by the person on an Emergency Form, which should be kept next to the telephone at all times.

2. If the caller does not indicate the location of the bomb or the time of detonation, ask for this information.

3. Tell the caller that the building is occupied and the bomb could result in injury or death of innocent people.

4. Listen closely to the voice (male, female), voice quality (calm, excited), accents and speech impediments.

5. Pay special attention to peculiar background noise, such as motors, music, trains and any other noises that may give a clue as to from where the call is being made.

6. Immediately after the caller hangs up, contact the police and notify the Library Director, Assistant Director or Human

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Resource Manager. The police will want to talk to the person that received the call, so remain available and write down any additional information while it is easy to remember.

7. Begin evacuation procedures immediately. (Remember to follow the same evacuation procedures as in the event of a fire).

Under no circumstance should you allow anyone, other than law enforcement personnel, to look for the bomb.

Staff Personal DisastersWhen a staff member has a tragedy, such as a fire or flood, or lengthy illness, the supervisor is responsible to notify the staff, after checking with the staff member affected to be sure that they approve that we do so.

If needed, the supervisor can organize a fundraiser of his/her choice, again with written permission of the affected staff member. We may use library email to publicize. We may use library lounges to distribute lunches, etc. However, this must NOT be on library time.

If customers learn of the tragedy and want to help, you may say, “We are deeply saddened by this tragedy, but, by law, the library as an entity may not give its funds, which come from your taxes, to help an individual staff member. If you want to help, here is the address and phone number of the staffer.” Before you do this, the supervisor MUST have the permission of the affected staff member, in writing.

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Outreach ServicesOutreach Services include the Youth Services Department, with sub-categories of Youth Programming and Preschool Outreach Plus (POP), the Red Carpet Van Service and the Bookmobile. In addition, adult programming and grant applications are the responsibility of the Assistant Director for Outreach Services.

LaminationThe laminating machines may be used only by authorized trained personnel. Currently this is Brenda Harvey and members of the Youth Services Department. The laminating machine is at the Main Library, and is authorized for library use only and not for customers. Misuse of and mistakes made while using the laminating machine can result in costly repairs and delay.

Rules for Using RPL’s Creative Works and Images Permission Form

1. The Creative Works Release Form can be found on the library’s staff intranet site, under Forms / Circulation.

2. You need a permission form signed by a parent or legal guardian of a minor child if you are photographing a child engaged in what would be considered a private or strictly personal activity (for example, sitting and reading a book or working on a computer) outside of a publicly advertised library programming event. Whether or not you plan on publicizing the identity of the child, a photo permission form should still be obtained.

3. You should strive to obtain a signed permission form for individual shots of adults that you photograph in private or strictly personal activities in the library (reading, relaxing, browsing, etc.). Group shots or shots of the library scene as

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a whole that contain several unidentified persons in them do not require a permission form.

4. At public library events, which have been promoted through the news media, and where there is no expectation of privacy, permission forms are not required for photographs of either children or adults. The consent to be photographed is implied in the fact that the individual is present at a public event. However, should you wish to use the photographs for general marketing purposes rather than simply to document and publicize the specific event at which the photograph was taken, a photo permission should be obtained.

5. If an individual is performing at a public library program, permission forms are not required of the performer whether the performer is a child or an adult. Yet, paid performers have the right to state the terms under which their photographs may be used and to control their public image, so any pictures taken of them should be shared with them and cleared through them if used for publicity purposes.

6. If you are planning on using any creative work (book report, drawing, poem, etc.) in a library display or on the library’s web site, you must get a signed permission form.

7. Permission slips should be retained at the local branch that took the photo. When sending in a picture for use on the web site or in other library marketing materials, please simply indicate that the photo permission is on file or is not required due to the circumstances surrounding the photo.

Support ServicesSupport Services are behind-the-scenes departments, overseen by the Assistant Director for Support Services. These departments do tasks that help out our libraries and branches. They are: Loans, Acquisitions and Technical Services.

LoansLoans stands for “inter-library loans”, that is, loans from outside the Rapides Parish Library system. When a customer asks for a

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title that the library does not own, this department borrows the item from another library system. This can be done for books, audios, videos, etc. However, never promise that we can get a title for a customer through Loans. Rather, say that we will TRY to get it, since it may not be available. Conversely, the Loans Department also loans the Rapides Parish Library’s items to other library systems, as they send us requests, and within the loan rules of our library.

AcquisitionsThe duties of the Acquisitions Department are to purchase selected titles for all branches and outreach services, make sure orders received are correct, maintain a database for branch funds and clear invoices for the Business Manager to pay.  Careful monitoring of the funds keeps the library from over-extending the materials budget.  The department is also responsible for sending periodicals/books to the bindery and preparing journals for the Support Services Director to consider for purchasing. 

Technical ServicesTechnical Services (TS) handles adding new items to our collections, withdrawals, damaged items, library supplies and the deliveries of materials.

Acceptance Donated Items19

1. When a customer wants to donate books, magazines, videos, etc., acknowledge the donation of the gifts and thank them. If the customer states that they want certain items to go to certain branches or shelved separately, etc., tell them that gifts given with conditions must be approved by the library director.

2. If the donor requests an appraised amount for an income tax deduction, tell them that the library does not appraise books, but will gladly give them a letter acknowledging the donated materials. If they insist on a value, tell them that the Reference Department at the Main Library can provide a list of appraisers.

3. Fill out the gift acceptance card and send it to the Administrative Assistant (see below). PRINT LEGIBLY! If the customer prepares the gift card, check the content to be sure it is legible.

4. Send the gifts separately to Technical Services.5. Branch Managers may ask that gift items be catalogued and

returned to them. Fill out the Decision card (see below) and send it, with the items to Technical Services.

6. Once the gifts reach Technical Services, a librarian makes a determination of whether or not it is needed in the Library’s collection. If not, items are sent to Bookends, boxed for the annual book sale or placed on the free table for distribution.

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Manager uses the card below to ask for mending at various levels or to inform TS staff of the disposition of gift materials.

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Memorials and Other Monetary Gifts1. Use Memorial and Honor Gift Brochures to in promoting and

processing monetary gifts to the library that are given in recognition of a person or life-event. (You should have a supply of these brochures. When you run out, go to the Staff Intranet / Forms / Circulation to find and print more.)

2. The memorial and honor gift brochure contains a form that can be filled out by the person making the gift. This form should be given to the customer. There are spaces on the form for the customer to designate the type of gift, the branch or location where they would like their gift to be used, and any other special requests pertaining to the gift.

3. When returned with the gift, please verify the information on the form with the customer, check for legibility of all information on the form, make a photocopy of the form for the customer, and send the original form along with the payment to the Administrative Assistant.

4. Remember to thank the customer for this gift!5. Once the money is deposited, the brochure will be

forwarded to the appropriate staff member, where an item will be chosen for purchase, and letters acknowledging the gift will be sent.

Definition of CollectionsBecause they catalog new items, TS staff needs definitions of the different collections of the library. For conformity, other areas of the library use these same definitions in their work.

The Rapides Parish library has five processed collections: Adult, Teens, Juvenile, Paper, and Media. In some cases where the work meets the criteria for more than one collection, it might be found in two or more collections.

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The five collections are sub-divided as follows:

ADULT1. Reference: Non-circulating adult non-fiction books used

for reference and research within the library.2. Adult non-fiction: Non-fiction books at 8th grade level or

above, except those books dealing with subjects of interest to Teens.

3. Louisiana collection: A Louisiana book is one that is by a Louisiana author or is about Louisiana.

4. Large print: Fiction and non-fiction works for the visually impaired.

5. Adult fiction: Fiction books written for the adult audience.6. Adult new reader: High interest, low vocabulary books for

the adult who is beginning to read

TEENS1. Fiction: Fiction books written for teens in high school.2. Non-fiction: Non-fiction books on topics of interest to

teens in high school. (i.e., vocational guidance, rock biographies, teen pregnancy, college guides, etc.)

CHILDREN1. Non-fiction: Non-fiction books written for children in the

3rd through the 7th grades.2. Louisiana collection: Non-fiction works by Louisiana

authors or about Louisiana for children in grades 3-7.3. Fiction:

A. Elementary fiction (x): Fiction works written for children in grades 3-7.

B. Beginning readers (xF): Fiction and non-fiction works for preschool children to 2nd grade.

PAPER1. Paperbacks

A. AdultB. TeensC. Juvenile

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D. Accelerated readersMEDIAMedia is defined as anything not in print form. Our catalogued collection includes: Audiocassettes, Videocassettes, Maps, Kits, Microfilm (newspapers), Microfiche (magazines), Video Discs, Compact Discs, and Vertical Files.

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Direct ServicesDirect Services are the libraries and branches which deal directly with our customers. Below are some issues related to Direct Services.

Reference“Reference” refers to answering people’s questions. All branch staff handles some reference interviews, and uses the resources at the library branch to answer customers’ questions.

However, there is a Reference Department at the Main Library, where the staff does nothing but answer customers’ questions. If you find that a question requires resources that are not at your branch, or if you are working at the Main Circulation desk, refer customers to the Reference Department.

Telephone ReferenceGeneral reference services via telephone are available at the Rapides Parish Library. This service applies to brief, quickly located answers to customer questions. Service of a more lengthy nature is available through the Main Library's information desk. There are numerous resources available to library customer. When called, begin by asking what information is needed so the customer does not have to make a trip if we do not have the information in our collection or if it is not on the shelf.

We do not give answers to long lists. Homework assignments are not done over the telephone. There is not enough staff, time, or telephones available for this service. The homework assignment is given in part for the student to learn how to use the library and how to do the research. If a question is readily answered from material at hand, we will answer one or two questions. Always offer to assist the customer by suggesting they visit the library to obtain needed information.

Email ReferenceGeneral reference services via email are available at the Rapides Parish Library homepage. This service applies to brief, quickly located answers to customers’ questions. Service of a more lengthy nature is available through the Main Library's information desk. We attempt to answer questions within 24 hours. If a question is unclear, library staff will reply to the email to get clarification.

As with telephone reference, we do not give answers to long lists. Homework assignments also are not done via email.

Mileage for SubsSubstitute workers are responsible for the cost of the first 24 miles in their round trip for a substitution assignment.  The Library will reimburse them for any miles above 24. Use the Mileage Reimbursement Form, found on the Intranet under Forms / Business Office.

Paper CopiesPhotocopiers and Printers:

Customers must pay for all copies. Charges may be added to their record, as long as the total money owed does not go over $9.99. For minors, permission must be obtained by the parent or guardian. Parents or guardians may give a blanket permission, which is noted as a note in the patron record. Black copies are $.15 per page. We will give the customer a free copy when the copier fails to make a readable copy or when the customer makes a mistake in using the copier. Color copies are $.75 per page. Color printouts are $1.00 per page.

Staff may use the photocopiers and printers at cost. Cost is currently three cents ($.03) per one-sided copy and five cents ($.05) per double-sided copy. If you provide your own paper, it is two cents ($.02) and four cents ($.04)

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respectively. If a customer is making more than fifty (50) copies, and is providing his own paper, the cost is two cents ($.02) and four cents ($.04) respectively. Branch managers will collect money and turn it over periodically to the Administrative Assistant. Supplies and service are provided by the Business Manager.Faxes:

The library will provide incoming and outgoing faxing for customers. We will charge $.15 per page for incoming faxes (including coversheets). For outgoing faxes (to American destinations only), we will charge $2 for the first page and $1 for each additional page, both for local and long distance faxes. Locations which use self-service fax kiosks will have different rates, as they are set by the company. All locations of the Rapides Parish Library will provide the service described above.

If a fax comes in for a customer not present at the moment, call them as you would for an item on hold. Also, there is no charge for a faxed answer to a reference question.

Staff may use the fax machines at cost. Cost is currently three cents ($.03) per page for incoming faxes. There is no charge for outgoing faxes, unless they are long distance (American destinations only). For those, staff will be charged the same as customers, $2 for the first page and $1 for each additional page.Scanned items and transparencies:Customers are to pay $.50 per item scanned and printed. Staff members will pay for personal use at $.10 cents per scan if they do it themselves, at $.25 per scan if they require another staffer’s assistance. Transparencies produced to be used with overhead projectors will cost $1.50 for customers and $1.25 for staff.

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Posting Promotional FlyersQuite often, the Library is asked to post or distribute announcement flyers from various organizations or individuals promoting their activities.

The Library MAY distribute to branches and post:“Free and open to the public” events of an educational, informational, or cultural nature. For example, lectures, concerts, etc.

Fee-based events hosted by non-profit organizations. For example, Children’s Miracle Network fundraisers, high school band car washes, Little Theatre productions, etc.

The Library MAY NOT distribute and post:Fee-based events sponsored by individuals or commercial enterprises. For example, Garage sales, business advertisements, etc.

Events associated with political campaigns, whether free or not, unless all candidates for a given office or sides of a given issue are represented. For example: We can post a League of Women Voters debate among candidates for a given office, but we cannot post literature for a “stop the dump” campaign.

Unattended and Disruptive Children – General Guidelines

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1) The word “unattended” refers to children who are not with their parent or assigned chaperon, whether or not that chaperon is in the building.

2) Under no circumstances should the staffer touch the child or any other person.

3) Incident reports should be filed on children left unattended at closing, for children asked to leave due to creating a disturbance, and for disruptive behavior repeated over two or more visits to the Library, even if not severe enough to require expulsion.

CHILDREN AGE NINE OR YOUNGER1) If it is determined that a child (age nine or younger)

is lost or left unattended, a staff member should try to identify and locate the parent(s) or assigned chaperon.

a. When a parent or assigned chaperon is located, explain the Library policy on unattended children.

b. If a parent or assigned chaperon is not found in the building, notify the police, unless assured by the child that the responsible person will return for him/her in the immediate future.

i. In that case, wait a reasonable amount of time before contacting the police.

ii. You may call the parent to determine when they will return.

iii. Determination of a reasonable amount of time may take into consideration when the child says that he/she is to be picked up.

c. The police should take the child into protective custody if timely contact with the responsible person is not made.

2) If a child is causing a disturbance in the Library and an assigned chaperon is present:

a. The staff member should first speak to the child’s parent or assigned chaperon, explaining Library policy and requesting the disturbance to

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cease. b. If a second contact is necessary, a manager

should explain that further problems will lead to the staff asking the child and chaperon to leave the Library.

c. If a third contact is necessary, a manager should ask the child and chaperon to leave the library.

d. An incident report should be filed.e. If the child is causing a disturbance in the

Library and is unaccompanied by an assigned chaperon follow the procedure above for unattended children.

CHILDREN AGE 10-16If any child age sixteen or under is causing a disturbance in the Library, the staff should first speak to the child and/or the accompanying parent or assigned chaperon, if any, explaining Library policy and requesting that the disturbance cease. If a second contact is necessary, explain that further problems will lead to the staff asking the child and chaperon, if any to leave the Library. If the child (or any other customer) refuses to cease from disturbing others and refuses to leave when asked, call the police.

ALL CHILDRENIf a child is left unattended at the Library at closing, two staffers (one male and one female, if feasible) should wait for the child to be picked up. An attempt should be made to contact the parent or assigned chaperon. If the minor is not picked up within fifteen minutes after closing time, the staff should call the police. If the parent or assigned chaperon arrives before the police, the staff should verify their identity and notify the police. If not, the police should be asked to take the child into protective custody and continue to attempt to reunite the child and the parent or assigned chaperon. Under no circumstances should a staffer take the child home or anywhere else. A form should be posted on

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the front door of the Library informing the parent as to what has been done with the child.

Staff ChildcareStaff should follow the Library’s Unattended and Disruptive Children Policy, which makes a cutoff between nine years and younger and ten years and older. Managers are responsible for staffers who have children at the library to continue to do their jobs. If that is not the case, normal disciplinary procedure should be followed.

Children nine years and younger cannot be at the library when a staffer is their primary caregiver. For example, if a child visits the library with their grandmother and stops by to say hello briefly to their parent, that is OK. But the child cannot stay with the parent at work.

Children ten years old and older may stay in the public area of the library, without supervision, as long as they are well-behaved and follow the policy. They may not visit their parent, unless they need something that falls within the normal job function of the parent. For example, a child may ask a reference question and have it answered by the parent. But the child cannot ask their parent for change for the candy machine.

If a child ten years old and older is in the public area of the library and the parent wishes to take a break or lunch hour with them, the child may accompany the parent to the break room. The child must stay with the parent at all times while they are in the staff area of the library.

Excessive visitation by children ten years old and older is prohibited.

In an emergency, children nine years old and younger may stay at the library with their parent. These rules must be observed:

this cannot be a regular occurrence,

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it cannot be for more than one hour, the child must be well-behaved and stay with the

staffer at all times, the staffer must be able to continue to do their job, the staffer must have their manager’s approval, or, if

the manager is not present, must notify the manager as soon as possible.

In special circumstances, the staff member may submit a request in writing to their manager, who will pass this to the Human Resource Manager (HRM). The HRM will consult with the Director to come to a decision. They will notify the staff member and their manager of the decision.

Privacy of InformationState law prohibits the disclosure of information about our customers or what they have checked out, with very few exceptions. The prohibition includes customers’ addresses, phone numbers and anything else about them. If a phone number is available from a phone book or city directory, it can be used. If it’s only in the customer database, it can’t, except for library business. This means, among other things, that a staff member who needs to get in touch with someone for personal reasons should not use the customer database as a source.

So even if the sweetest little old lady asks for information about another customer and has a very good reason for wanting it, it’s against the law.

The law in question is Louisiana Revised Statues, Title 44, Public Records and Recorders, Chapter 1, Part 1, paragraphs 13 A and B.Exceptions:

We may give information to a parent about the records of a minor child.

We may give out customer or circulation information if we have the written permission of the customer.

We may give it out in response to a valid court order.

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Guidelines for Responding To Law Enforcement Requests for Library Records and User InformationProcedures for library staff:If a law enforcement officer requests library records or information about a library user or staff member:

Ask for the officer's identification. Record the information on the identity card.

Inform the officer that the Library Director is the individual authorized to respond to requests for records and information, and that library policy requires you to refer the officer to the Library Director.

Refer the officer to the Library Director or to a designated alternate authorized by the Library Director to respond to requests for records and information. If the Library Director is not present, refer to the Chain of Authority list available at the circulation desk.

If you cannot reach the Library Director or a designated alternate, utilize the procedures outlined below for use by the Library Director or a designated alternate. A written report describing the officer's inquiry should be provided to the Library Director at the earliest opportunity.

Procedures for the Library Director or a designated alternate:In all cases:

Ask for the officer's identification. Record the information on the identity card.

If possible, ask a colleague to be present during the interview with the officer.

Requests for voluntary assistance or warrantless searches(the officer does not present a subpoena or court order):

Explain the library's privacy policy, informing the officer that library records and information about library users and library staff are not made available to law

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enforcement agencies unless a proper court order has been presented to the library.

If the officer persists, provide the officer with the contact information for the library's legal counsel and ask the officer to speak to them. At present, the library’s legal counsel is the District Attorney’s staff, specifically Assistant District Attorneys Robert Bussey and Tom Wells.

If the officer claims that an emergency or other circumstance requires the library to turn over records or provide information without a court order, call the library's legal counsel and ask for assistance.

If the officer employs force to take possession of library records or other library property, do not obstruct the search in any way. Keep a written record describing the incident and contact the library’s legal counsel immediately.

Provide all notes and records to the library's legal counsel. If a library worker or volunteer is required to respond to a voluntary request or a warrant-less search in the absence of the Library Director or a designated alternate, all materials should be turned over to the Library Director, upon his return.

If the law enforcement officer presents a subpoena or similar request for records:

Accept the subpoena. Inform the officer that the library's legal counsel responds to subpoenas on behalf of the library.

Turn the subpoena over to the library's legal counsel. If a library worker or volunteer accepts service of the subpoena in the absence of the Library Director or a designated alternate, the subpoena should be turned over to the Library Director.

The Library Director will work with the library's legal counsel to respond appropriately to the subpoena.

None of these orders require an immediate response from the library or its staff.

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If the law enforcement officer presents a search warrant:

Immediately ask the library's legal counsel to provide advice and assistance.

Ask the officer if he or she would be willing to delay the search until the library's legal counsel arrives.

Read the warrant and any attached documentation. Verify that it is signed by a judge and is issued by a local, state, or federal court. If you have questions about the validity of the warrant, call the issuing court to verify the validity of the warrant or order.

Identify the items or records specified in the warrant. If the officer will not wait for legal counsel, you may assist the officer in locating the items or records identified in the search warrant in order to prevent review of records or items not named in the warrant.

Do not agree to any additional searches, or volunteer information about the items or records in the warrant. Do not sign any documents on behalf of the library without the advice of the library's legal counsel.

Ask the officers to provide an inventory of the items or records seized. Ask if it is possible to provide copies to the officers or to make copies for the library's own records.

Do not obstruct the search in any way. If the law enforcement officials are unwilling to

cooperate with you, simply step aside and let them do their job. Request that the officer sign an inventory receipt for the materials. Keep a written record describing the incident.

Provide all notes and records to the library's legal counsel. If a library worker or volunteer is required to respond to a search warrant in the absence of the Library Director or an designated alternate, all materials should be turned over to the Library Director.

If an agent for the Federal Bureau of Investigation presents an order and informs you that the order is

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issued as part of a terrorism or espionage investigation and is subject to a "nondisclosure order" or "gag order" (Orders issued under the USA PATRIOT Act):

If a library worker or volunteer is required to respond to an order issued under the USA PATRIOT Act in the absence of the Library Director or an designated alternate, they should inform the Library Director as the custodian of records. It is not unlawful for library staff or volunteers to refer the agent to the Library Director or the designated alternate; however, except for legal counsel, the staff member or volunteer should not inform anyone else about the order unless authorized to do so by the library's legal counsel.

Call the library's legal counsel and ask for assistance. Read the order and any attached documentation. If it

provides a period of time to respond to the order, respond to the order in the same manner as a subpoena. Except for legal counsel, do not inform other library staff or any other person about the order until authorized to do so by the library's legal counsel.

If the order requires the immediate surrender of records or other items, respond to the order in the same manner as a search warrant. Ask the agent if he or she will delay the search until the library's legal counsel arrives.

If required to turn over records or other items at once, do not notify any library staff except for legal counsel and those staff members necessary for the production of the requested records or other items. (For example, it may be necessary to ask a member of the Information Technology staff to assist with the production of electronic or computer records.) Instruct all staff members who assist in responding to the order that, with the exception of legal counsel, he or she cannot inform other library staff or any other person about the order unless authorized to do so by the library's legal counsel.

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