3 December 2007, 2-4 pm4 December 2007, 2-4 pm11 December 2007, 10-12 am

Fresno County Public LibraryCentral Library

Fresno, California

Enforcing the Revised Rules of Conduct

Central Pilot: December 15, 2007 – January 31, 2008

Prepared by the Central Library Problem Patron Committee:Sean Aragon, Librarian, Readers Services

Marisa Duarte, Librarian, Doris Gates Children's RoomJanice Gillaspy, Supervisor, Central Circulation

Ken Loders, Librarian, Reference ServicesMelissa Scroggins, Senior Library Assistant, California History and Geneology

Kelly Worman, Librarian, Youth Services

Draft approved at the Managers Meeting, October 2, 2007

Revision and implementation by the Patron Behavior Committee:Marisa Duarte, Librarian, Doris Gates Children's Room

Cindy Freeland, Safety OfficerSusan Mann, Supervising Librarian, Metro Branches

Sherryn McNab, Senior Library Assistant, Sunnyside LibraryMelissa Scroggins, Senior Library Assistant, California History and Geneology

Susana Solis, Librarian, Reedley Library

Major Changes

• Rules of Conduct revised to describe specific behaviors

• Development of a procedures manual that includes California Penal Code references

• Elimination of the “How the Library Enforces the Rules of Conduct” handout

• Creation of a standard documentation procedure

• Authority to suspend patrons given to all staff

• Suspensions occur in weeklong increments

• Public signage and presentation of the rules of conduct

• Staff and security training

• Community partnership

Revisions to the Rules of Conduct

• A person will be immediately expelled and suspended for committing or attempting to commit a serious offense, including assault; battery; theft; vandalism; sexual offenses; offensive touching; harassment, stalking or threatening behavior; the use of alcohol or controlled substances; or having unsanitary bodily hygiene so offensive that it constitutes a nuisance in the library.

• Any person who refuses to leave the library when asked to do so will be suspended from the Library premises and authorities will be notified. (California Penal Code 602)

• CA PC 602-Trespassing: Every person who willfully commits a trespass by any of the following acts is guilty of a misdemeanor: (k)(1) Refusing or failing to leave the lands immediately upon being requested by the owner of the land, the owner’s agent or by the person in lawful possession to leave the lands

Procedures manual: a step-by-step approach

• Includes reasoning behind rules: language for staff to use when approaching patrons

• “Best Practices for Enforcing the Rules of Conduct” was not specific enough, and unsuitable for handling illegal activity or rapidly escalating situations.

• The handout “How the FCPL Enforces the Rules of Conduct” has been eliminated.

• Includes stricter consequences based on law enforcement recommendations

• Authorization to suspend up to 4 weeks given to all library staff.

• California Penal Code violations listed for each rule violation.

Documentation

• Specific uses for each are outlined in the procedures manual• Daily Incident Log• Revised Problem Patron Form includes weeklong lengths of

suspension• Suspension of Library Privileges card

• Safety binders at each desk• Creation of online forms and database, accessible to

staff and security officers

Objectivity is important.Document specific actions.

Avoid language describing personal emotions or preconceptions.

Sign at both entrancesWelcome to Fresno County Public Library

Please help us keep the library a welcoming place for everyone by following these rules while you are here

• Be considerate of others by speaking quietly; please silence your cell phones.

• Offensive language is not permitted.

• For your safety and the safety of others, no running or roughhousing is permitted in the library.

• Children who cannot care for themselves must be accompanied by an adult.

• Please respect the library building, furniture, equipment and materials.

• Food and drink are not permitted in the library, except water in a screw cap bottle.

• Always cooperate with library staff and county security.

• We thank you for your cooperation.

Exercise: Practice using the procedures manual

• Break into groups of three: one person will be the patron, one will be the library staff member; one will be the observer

• Walk through the first scenario.

• After you are done, review the observer’s notes and discuss the questions on the observer’s sheet.

• Be ready to talk about your group’s experience.

• Walk through scenarios 2 and 3. Make sure that everyone has a chance to be the library staff person.

Break

Feedback

• https://fcplcentral.pbwiki.com password: l1brary

• FrsnPBC@fresnolibrary.org or Fresno, Patron Behavior Committee in the Outlook Address Book

Authority to suspend patrons given to all staff

• All staff are authorized to make decisions and enforce consequences.

• If you witness a rule violation, it is your responsibility to address the situation and fill out a problem patron form.

• Responsibility for a safe library is shared among all staff.

Training

Policies Staff supporting each other

Before addressing a situation…

• Evaluate the situation• Get staff support or security for incidents that may

threaten the safety of you or anyone else.

• Be calm• Take a deep breath.• Be aware of your reactions, emotions, biases; set

them aside.

• Monitor nonverbal cues• Maintain open body language.• Smile.• Use a low, calm speaking voice.• Make eye contact.

Acknowledge the patron's position

• Listen carefully to the patron's situation. • Be aware that the patron perceives you as an

authority.

• Respectfully explain the reasoning behind why you must enforce the rules.

• Offer to assist the patron in some other way.• Apologize for the frustrating experience the patron

is having.• Because you have listened to the patron's situation,

you know of other ways you can ameliorate the situation.

Saying no in a non-confrontational way

YES!

To your/their interests &

needs

NO.

To their demand or behavior

YES?

Your proposal

“I therefore propose … … … … … … … … … … … … … … … … … … … … … … … … … … … … ...”

I am asking the Other to: … … … … … … … … … … ... … … … … … … … … … … … … … … … …

“Yes?”

“I say No to/will not … … … … … … … … … … … … … … … … … … … … … … … … … … … … …

Demand/behavior to which I want to say No: … … … … …

“No.”

“I am sorry that we're going through this difficult situation. Because we stand for/need … … …”

My interests: … …

… … … … … … …

Their interests: ... ...

“Yes!”

How I say itWhat I mean

Exercise: Saying no in a non-confrontational way

• Break into groups of three: one person will be the patron, one will be the library staff member; one will be the observer

• Walk through the first scenario.

• After you are done, review the observer’s notes and discuss the questions on the observer’s sheet.

• Walk through scenarios 2 and 3. Make sure that everyone has a chance to be the library staff person.

Questions, concerns