Collection issues @ the circ desk

Hi everyone

I wanted to ask staff who deal frequently with patrons (circ/reserves/ILL) that if you are placed in the uncomfortable position of telling faculty (or others) that our policies don’t allow us to do “something” (e.g., purchase textbooks, multiple copies, multiple formats (e- and print), etc.), and you get pushback about this, to please feel free to refer the patron to me, or you can just give me a call yourself at x5045.

There are several reasons for this: sometimes we do make exceptions, and I don’t want you folks to be caught in the role of “nay-sayer,” only to be overruled later by me or someone else.  Also, it is helpful for me to know where the pressure points are, and where our existing policies might be causing stress or distress.  Knowing about these types of issues can spur us to revisit and rethink policies that may be proving to be more of a hindrance than a benefit.  So keep me in the loop!



Overdue Library Materials

Please alert a supervisor to any overdue materials that are being requested by others – especially high demand items like media, equipment and reserves.

Circ staff procedures – following up on overdue materials.
General policy: Overdue materials
* There are no overdue fines, but keeping library materials past their stated due dates will result in loss of borrowing and requesting privileges
* The Borrowing system will automatically block borrowing and requesting privileges if library materials are kept beyond stated due dates; once the items are returned, the block is automatically cleared
* Reserve, media equipment, ILL, NExpress, hold and recalled materials are in high demand by our user community
* Items in high demand will prompt a manual block if kept beyond stated due dates
* Manual blocks will be added to borrower accounts for overdue materials at the discretion of Circulation staff on the basis of repeated abuse of borrowing privileges
* Manual blocks can only be cleared by speaking directly with a supervisor
* Repeated abuse of borrowing privileges may result in permanent loss of borrowing privileges; and could result in referral for College judicial procedure.

Supervisor Procedure for Follow-up on Overdue Recalls, Holds, Reserves, Equipment, Media, ILL. etc.
* Email borrower; copy Lib Circ mailbox
Edit borrower account:
* Add a manual block- select appropriate type
* Add note field – item type, brief description of issue, your initials, date
Check for previous notes
Three notes indicating problems = consult with Circ Manager about a permanent borrowing block

Shift Expectations – Required Reading!

Dear Student Employees,
Please read the following reminders regarding our expectations for you when you are at work.

Arrive on time, as scheduled.
Provide good customer service
Share the work equally with your shift partner – work together.
Check in with the supervisor on duty on arrival and at departure; tell your shift partner if you need to be away from the desk for a few minutes during your shift. Alert the supervisor if your replacement has not arrived when it is time for you to leave.
Put your Circ work first.
Respect the privilege of being able to do personal work.
Keep visits brief – plan your personal, lengthy, loud visiting for a time when you are not at work.
Turn off your phone when at work. Limit any personal phone calls while on shift.
Contain your stuff. Keep work areas tidy and professional looking.
Keep voices soft – our voices carry quite far!
Respect and maintain confidentiality of all library transactions and passwords.
Be attentive to the work and use good judgment.
Ask questions if you are not sure.
Eat chocolate and be happy.

Never leave the desk unattended.
Don’t let your shift partner do all the work.
Your Circ work is your priority – personal work is a privilege. Do not count on being able to use work time to complete time-sensitive, pressing assignments that require your full concentration.
Don’t eat full meals at the front desk – it’s hard to help someone with greasy fingers and food in your mouth – ask for a break if needed.
Don’t spread out your own stuff so far into work areas that it creates problems for transacting business.

Shift responsibilities:
Check-in with the shift supervisor.
Take the gate count.
Read the Circ Blog to stay informed.
Maintain accurate statistics.
Respond to the security gate alarm.
Provide accurate and efficient check-out and check-in of library materials.
Regularly check-in and accurately re-shelve returns. Take turns with your shift partner to process returns. Check that all returns have been checked in and re-shelved and that the returns work area is clear for the next shift.
Complete assigned tasks.
Look around you regularly throughout your shift – what needs doing?
Check in with the supervisor to see if there are any projects and assignments.
Allow time to process all returns before you leave.
Tidy your work area and leave it clean and organized for your co-worker.
Let the shift supervisor know when you are leaving.
Communicate any relevant information to your replacement and/or your supervisor.

A special thanks to you all for helping each other out by subbing for each other during the recent bout with illness.
Please stop by to chat about any concerns, any time. There’s usually candy in my office…:-)