II. INTRODUCTION

1. GENERAL

The following policies and procedures have been developed to assist personnel in dealing with problem situations and emergencies.

Because of the wide variety of people who come to the member libraries of the Jackson-George Regional Library System in a single day, staff members are vulnerable to a broad range of problems -- some are quite simple to deal with, while others are complex or even dangerous. It is important, therefore, that the staff learn to be tolerant of patrons who behave in an unusual manner. Yet, it is equally important not to ignore someone whose behavior endangers the public or drives them out of the building.

The development of this manual was based on several assumptions. The first involves a high priority on preserving the functions which are implied by the mission of the library system -- functions which assist in the use and dispersal of information, services, and programs. The second assumes that there is also a high priority in maintaining a safe and comfortable atmosphere in the libraries for both patrons and staff.

Another basic assumption involves the belief that there is no substitute for commitment, good judgement, common sense and appropriate staff training. In many situations, whether dealing with a problem patron or a physical plant emergency, staff must make decisions and be able to respond quickly.

The focus of this manual is on avoiding or minimizing conflicts and other emergency situations which could seriously impair both the ability of staff to perform their functions effectively and the safety and comfort of patrons and library personnel.

A copy of this manual is available for public inspection at the circulation desk of all branch libraries of the Jackson-George Regional Library System.

2. SUBMISSION OF PUF REPORTS 1 THROUGH 15

If the Branch Manager is not on duty, the designated PIC will complete the appropriate PUF report.

If the Branch Manager is not on duty at the time the report is completed, but is expected to return to duty the following business day, the completed PUF report should be forwarded to the Branch Manager for review and further investigation, if needed. The Branch Manager will subsequently submit the report to the Branch Services Manager.

If the Branch Manager is not expected to return to duty the next business day, make a copy of the report for the Branch Manager and forward the original report to Branch Services Manager with a note explaining that the Branch Manager is not expected to return to duty until (specify date).

During those times when the Branch Manager is not on duty, the Person-in-Charge should attempt, if at all possible, to contact the Branch Manager and Branch Services Manager via the telephone. This should be done particularly for disruptive incidences, service inquiries and complaints, bomb threats, and physical plant emergencies.

PUF-01 Disruptive Incident Report - follow above procedure

PUF-02 Non-Disruptive Incident and Eviction Report - follow above procedure

PUF-03 Workmen’s Compensation Report - employee responsible for filing the report with Business Manager within three (3) working days and for notifying Branch Manager that report has been or will be filed

PUF-04 Patron Suggestion Box Form - forward completed forms to Branch Manager; notify Branch Manager when additional forms are needed

PUF-05 Service Inquiries and Complaints Report - follow above procedure

PUF-06 Request for Review of Library Materials - follow above procedure

PUF-07 Request for Review of Library Materials: Procedure (attach to PUF-06)

PUF-08 Rules of Conduct - notify Branch Manager when additional forms are needed

PUF-09 Bomb Threat Report Form - follow above procedure

PUF-10 Patron/Staff Accident & Illness Report - follow above procedure

PUF-11 Person-in-Charge - to be completed by Branch Manager in January and July; submit to Branch Services Manager

PUF-12 Safety and Maintenance Inspection Checklist - to be completed by Branch Manager in June and December; submit to Branch Services Manager

PUF-13 Physical Plant Emergency Incident Report - follow above procedure

PUF-14 POISE Manual Order Form - give copy to person requesting

PUF-15 Personnel Emergency Medical Form - Regional Administration responsible for this form

When completed, all PUF reports are forwarded to the Branch Services Manager for review and follow-up. It is the responsibility of the Branch Services Manager to determine which, if any, PUF reports are subsequently forwarded to the Library Director for further action. When Branch Services Manager is not available, PUF Reports should be forwarded to the Library Director.