Library Services Student Assistant Guide

1) If a patron is exiting the building and the alarm goes off, immediately stop what you are doing and get their attention as you walk to the door.

• Keep in mind that patrons are rarely bothered by this. They realize we are just doing our jobs.

2) Politely ask them to step back through the gates (into the library). Some word tracks for how to have this conversation with the patron are listed below

• “Hi, would you be able to step back in real quick. Seems something on you is causing our alarm to go off. In most cases it’s just a used text book or something along those lines”
• “Hi, could I have you step back around. Do you know if you have a used text book with you or a book from another library? These things can sometimes set off our alarm”

3) Ask the patron if they have anything on them that they think might be setting off our alarm.

• If patron suggests specific item
  • Have them set aside all of their other belongings/items and walk through the gate with just that one item
    • If alarm goes off and the item is not our material, offer to desensitize it for them that way it does not set off our alarm in the future
      • Have patron exit though the gates with their belongings to verify they don’t set off the alarm this time
        • If alarm goes off again then they must have something else on them. Start again with step 3
        • If alarm does not go off the patron is free to leave
    • If alarm goes off and it is our material find out if item was checked out to patron by either viewing the receipt or pulling up the patron account
      • If item was checked out on their account
        • Desensitize the item and have patron exit though the gates with their belongings to verify they don’t set off the alarm again
          • If alarm goes off again then they have something else on them that’s setting the alarm off. Start again with step 3
          • If alarm does not go off the patron is free to leave
      • If item was not checked out on their account
        • Use your best judgment to determine if patron was trying to steal material. Their reaction and responses will be your best indication
          • If you feel the person was trying to steal
            • Call over a supervisor or librarian for assistance if one is available
            • Ask for I.D. and fill out incident log
              • Incident log forms can be found in a binder labeled "Exit Control"
                • Complete exit control log and give to a supervisor
          • If you feel the person was not trying to steal
            • Have the person check out the item before leaving with it
• If patron is not sure what could be causing the alarm to go off, try suggesting common items that could be causing this and ask if they have anything like that on them. Example: Book from another library, lap top, used book, video rental, electronic devices.
  • If patron suggests an item, proceed with step 3 the section stating with "Take the item and walk it though the gate..."
  • If patron does not suggest anything
    • Have patron look through their belongings or empty them out so you can look through together to try and find library materials or anything that could set the alarm off
      • If items are found, proceed with step 3 the section starting with "Take the item and walk it though the gate..."
    • Only after a careful search is completed, if you are not able to find any library materials on the patron or in their belongings, allow patron to leave
      • Note: To verify the item that’s setting off the alarm is not on the patron; have them walk through the gates without their belongings.

• While working the library services desk you are also in charge of exit control, this means…
  • You cannot leave the library services desk unattended. There must be someone at the desk at all times
  • If alarm goes off you need to immediately stop what you are doing and address the situation
  • Any time a person leaves the library and the alarm goes off you need to stop them. Note - you do not need to stop a patron if the alarm goes off while they are entering the library.
  • Remain observant at all times
• Never…
  • Leave the library services desk unattended
  • Assume the system is broken and just allow the patron to leave after they’ve set off the alarm
  • Chase after a patron or try to physically restrain them
• Call security, x4444, if…
  • Patron refuses to cooperate or leaves the library after you asked them to stop
  • Patron becomes aggressive or unpleasant