learners guide2011
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CULLB206C Assist with circulation servicesLearners guide Practical placementSchool of Human Services Department ofHumanitiesAdvanced Diploma of Library/Information Services
CULLB206B Assist with circulation services
Learners guide
Advanced Diploma of Library/Information Services
School of Human Services/HUFE
Prepared by:Deirdre Wilmott
10 March 2011
University of Ballarat 2007This publication is copyright. Other than for the purposes of and subjectto the conditions prescribed under the Copyright Act, no part of it may inany form or by any means (electronic, mechanical, microcopying,photocopying, recording or otherwise) be reproduced, stored in a retrieval
system or transmitted without prior written permission from the Universityof Ballarat.
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All rights reserved
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CONTENTS
Table of Contents
Table of Contents............................................................................................ 3
Course details................................................................................................ 4Unit of competency.................................................................................5
ASSESSMENT.................................................................................................. 8
Introduction.....................................................................................................9.....................................................................................................................10Circulation procedures................................................................................. 10
Registering a patron..............................................................................10Registration procedures........................................................................11Proof of eligibility/identity...................................................................... 12Ensuring patrons understand membership conditions.........................12Registration Form................................................................................. 13Borrowers card..................................................................................... 13Explaining borrowing limits and services..............................................13Lending items........................................................................................14Returning items..................................................................................... 15Renewing items.....................................................................................15Reserving items- Holds.........................................................................15
Overdue items.......................................................................................16Fines..................................................................................................... 17Missing items........................................................................................ 17Banning patrons.................................................................................... 17Loans and Bookings............................................................................. 17
Using an automated circulation system....................................................... 19Self-checkout........................................................................................ 20
Security systems.......................................................................................... 21Short Loans- ................................................................................................22
Material for Short Loan......................................................................... 23Reciprocal borrowing................................................................................... 24
Financial operations..................................................................................... 25Safe cash handling............................................................................... 25Balancing the register........................................................................... 27
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Course details
CUL04 Advanced Diploma of Library/ Information Services
CULLB206B Assist with circulation services
Unit type Compulsory Unit
Nominal hours 15
Year 2011
Teacher contactdetails:
Deirdre Wilmott
5327 8056
Days available Monday, Tuesday, Wednesday, Friday
Assessment Graded assessment will not be applied to this unitAssessmenttasks
Practical demonstration during Work Placement
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Unit of competency
Unitdescriptor
This unit describes the performanceoutcomes, skills and knowledge requiredto process loan transactions and assistcustomers with circulation/lendingenquiries.No licensing, legislative, regulatory orcertification requirements apply to thisunit at the time of endorsement.
Employability
Skills
The required outcomes described in thisunit of competency contain applicable
facets of Employability Skills. TheEmployability Skills Summary for thequalification in which this unit ofcompetency is packaged, will assist inidentifying Employability Skillsrequirements.
Prerequisiteunits
Nil
Application of theunit
This unit applies to people working in afrontline information services role such asa public or corporate library. Work iscarried out under supervision withinestablished policies and procedures.
Competency field
Library Customer Service
ELEMENT PERFORMANCE CRITERIA
Elements describethe essentialoutcomes of a unitof competency.
Performance criteria describe the performance needed to demonstratachievement of the element. Where bold italicised text is used, furtheinformation is detailed in the required skills and knowledge section arange statement. Assessment of performance is to be consistent withevidence guide.
1 Provideinformation tocustomers inrelation tocirculation/lending
1.1 Provide current and accurate information to customers basedon sound knowledge ofcirculation/lending systems in therelevant context
1.2 Deal with customer inquiries promptly or refer toappropriate person/s
2 Process loantransactions
2.1 Check and process customer registration details inaccordance with organisational procedures2.2 Complete transactions in accordance with lending
policies and procedures and customer servicestandards
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2.3 Deal with competing demands for service tactfully and
helpfully2.4 Complete checking and processing of materialinaccordance with organisational requirements
3 Processfinancialtransactions
3.1 Handle financial transactions,including cash, in accordance withorganisational procedures and withinprescribed limits
3.2 Handle credit card and electronic fundstransfer transactions correctly and in
accordance with the organisationsprocedures3.3 Accurately balance income to receipts
3.4 Accurately note irregularities and takeappropriate action promptly
Required Skills and knowledge
This section describes the skills and knowledge required for this unit.Required skills
communication skills to provide effective customer service literacy skills to use loan processing and other circulation systems basic numeracy skills to handle cash transactions.
Required knowledge
features of circulation systems and technology in different industry contexts relevant policies, rules and regulations in relation to lending, interlibraryloans, handling money and security, and customer relations principles underpinning the operation of manual and automated circulationsystems, including self-charging systems.
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allowsfor different work environments and situations that may affect performance.
Bold italicised wording, if used in the performance criteria, is detailed below.Essential operating conditions that may be present with training andassessment (depending on the work situation, needs of the candidate,accessibility of the item, and local industry and regional contexts) may also beincluded.
Circulation/lendingsystems may be:
automated manual
Customer inquiriesmay be:
face-to-face by phone by email by fax
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Lending policies and
procedures mayrelate to:
loan periods and their provisions
overdue items damaged or missing items customer access effects on customer access of particular behaviour financial matters
Checking andprocessing of materialmay relate to:
checking for damage, missing pages/pieces orneed for repair processing dispatch
collection for reservations removal from access
Financial transactionswill relate to lendingactivities such as:
fines reservation charges
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be readin conjunction with the performance criteria, required skills andknowledge, range statement and the Assessment Guidelines for theTraining Package.
Critical aspects forassessment andevidence required todemonstratecompetency in thisunit
Evidence of the following is essential: knowledge of loan processing and othercirculation services procedures ability to process loans within requiredtime constraints and in accordance withprocedures courteous customer communication.
Context of and specificresources for
assessment
Assessment must ensure: use of current industry systems and
equipment for loan processing interaction with others to reflect thecustomer service skills in this unit access to relevant policies andprocedures manuals and loan processingsystems.
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Method of assessment A range of assessment methods should be
used to assess practical skills andknowledge. The following examples areappropriate for this unit: direct questioning combined with reviewof portfolios of evidence and third partyworkplace reports of on-the-jobperformance by the candidate direct observation of the candidateprocessing loan transactions andanswering customer enquiries oral or written questioning to assessknowledge of circulation procedures.
Holistic assessment with other units relevant to the industry sector,workplace and job role is recommended, for example:
CUECOR03B Provide quality service to customers.
.
ASSESSMENT
Student has the equivalent of 15 hours (2 days) in additional to theirworkplace working on the circulation desk.
Supervisor returns TASK LIST for CULLB206B indicating work performance
Student post report in forum ( one extra to the 5 required forplacement) noting their experience,
undertaking registration,
loaning and returning material, dealing with clients managing any financial transactions
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Introduction
Circulation refers to the loan of the library's own materials to a
registered or accredited borrower. A circulation system records the
lending and return of the material. Material may be monographs,
serials or non-book material. Libraries may lend reference material for
short periods, or have a short loan section for heavily used material.
Circulation systems attempt to match the -
- borrower identity
- record of the item lent
- date due.
One of the most important functions of the circulation desk is
customer relations. Clients judge libraries on the attitudes and
efficiency of desk staff. Their perception of desk staff often determines
whether they will return to the library.
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Circulation procedures
Lending and returning items are the most common functions performed at
the circulation desk. These activities generate other procedures such as
renewals, reservations and statistics. Most libraries use an automated
system to control circulation functions and in most cases the circulation
system is part of an integrated package that includes acquisitions,
cataloguing and the online catalogue.
Regardless of the system used there are three basic records required to
control circulation
- individual record of the item being borrowed. Each item in a
library usually has a unique number assigned to it a barcode in
an automated system or an accession number in a manual
system
- individual identification of the patron also usually a unique
number barcode or patron number
- date due of the loan item
Most libraries will have a procedures manual which outlines the steps to
be taken to perform the tasks required.
Registering a patron
Different libraries have different requirements of their patrons before they
can be registered. In a public library often the patron must reside in the
municipality, in a school or academic library the patron may have to be a
member of the school or academic community. Often registering of
individual patrons in school and academic libraries is streamlined as the
information is downloaded into the circulation module from institutions
enrolment system.
When the person first requests registration, you must determine if
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they are in one of the eligible patron groups. This involves requesting
information on their status and explaining the various groupings.
Libraries give different borrowing privileges to different types of patrons.
Different types of patrons may be able to -
- borrow certain types of material while others may not - eg
adults may borrow videos but children may not
- borrow for different lengths of time - eg teachers may borrow
serial issues for 3 weeks, but students for only one week
- be exempt from fines while others are not - eg pensioners
may be exempt from fines in a public library
- borrow different numbers of items
- renew items more often than others
- be given priority for the use of material, even having items
recalled from other borrowers when they request them.
Registration procedures1. Determine if the person is eligible for membership, and the type of
membership.
2. Determine if the person has the necessary proof of eligibility /
identity.
3. Ensure the person understands the conditions of membership, such
as deposits, fees.
4. Have the person fill in a registration form, and transfer the
information to a computer or manual register.5. Provide the patron with a card as proof of eligibility to borrow.
6. Explain the borrowing limits: - number and type of items - loan
period - fine policy, and provide a guide to services and/or a list of
opening hours if they are available.
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Proof of eligibility/identity
Usually proof of identity is required before a patron may beregistered, although some libraries (eg school and special libraries)
have a list of eligible patrons from administrative records. Library
policy sets acceptable proof of identification; this may differ for each
patron group.
In a typical public library, proof of identification in patron groups
might be-
AdultsDrivers licence, rates notice,
other ID that includes their address
Children
Parents' identification and parents'
signature on registration form
Senior citizensAs for adults plus seniors card,
health care card etc
Special groups such as house-
bound, disabled, sight-impaired
Letter of introduction from doctor,
community nurse etc
Public from out of the area As for adults
Ensuring patrons understand membership conditionsMembership conditions may include limits on materials and a deposit or
non-refundable fee required before registration. For instance, if public
patrons of a university library are charged a fee, ensure they are aware
it is a non-refundable annual fee, rather than a deposit returnable when
patrons cancel their membership
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Registration Form
A registration form collects all necessary information about the patron,including name and contact information for correspondence and
overdue notices. Often more than one address is asked for - e.g. a
home address for staff. The information is then transferred to a
register or list. In an automated system this is a patron's record file.
Registration forms are usually not kept after being transferred to the
computer file, unless there is a need for a signature proving that the
patron agrees to certain conditions. Some libraries may not use a
form but enter information directly into the system.
Borrowers cardA borrower's card is given to the patron as proof of lending privileges,
and many libraries will not provide any service unless the patron can
produce the card. Other libraries will allow service if the patron can
prove their identity in some other way. Cards used in automated
systems usually have a barcode attached which provides access to
the patrons record on the circulation system.
Explaining borrowing limits and servicesHaving registered your patron, you should ensure that they
understand the limits to their borrowing, and the fine policy of the
library. Many libraries have a handout for this. Now is a good time for
a little public relations. Let them know the library's other services
and where assistance is available. Public relations is an important facet
of circulation work. Library patrons need to be confident that yourservices are accessible and valuable.
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Lending items
The purpose of all circulation systems is to make a collection availablefor use. The widespread use of automated systems has allowed libraries
to be more flexible in lending their collections. Automated systems can
cope with several categories of patrons borrowing different types of
material for varying lengths of time.
Sometimes the loan a patron requests is not allowed. The patron
may already have the maximum number of loans allowed, or has
asked for a type of material not permitted to them. It is very
important that you follow the policy of the library. If you forbid a
loan, give the reason politely - e.g. `I'm sorry, students are not
allowed to borrow videos'. Above all be consistent. If you allow some
people to break rules, word will get around and you will be asked to
do this more often. This will make it more difficult for your
colleagues; the loans policy exists to prevent this occurring.
Sometimes lending items is called checkout, issuing or charging. In an
automated system the staff member will access the circulation module of
the system, usually with a username and password. Then the lending
function of the circulation module is accessed. The borrowers record is
accessed user the barcode on their borrowers card. Then the item or
items are issued to the borrower by scanning the barcode attached to the
item. The date due slip may be stamped with the date the item is due or
a receipt of the items borrowed is issued which shows item details and
due date. The items are then desensitised so as not to set off the security
alarm when the patron leaves the library. Any fees or charges associated
with the loan are usually collected at this time and a receipt issued.
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automated system the system will generate the notice to the patron -
either a printed notice for posting or an email.
Overdue itemsIn an automated system overdue notices are automatically generated and
sent to the patron, again either a printed notice for posting or an email.
Depending on the policy of the individual library fines may be charged for
overdue items or demerit points issued. Some libraries suspend a
patrons borrowing while they have overdue items. Automated systems
usually suspend patron privileges automatically. Some libraries send
electronic messages to patrons advising them that there borrowed items
are due back soon.
Policies are a very important with regard to overdues as both staff and
patrons need to be fully aware of the policy to avoid conflict. The
following issues are usually controlled by policy
- request for renewal of overdue items
- payment of fines
- replacement of lost items
- disputed returns
- suspension of patron privileges
In the case of disputed returns records must be checked and rechecked
has not been returned and shelved without the loan being discharged.The returns area, sorting shelves and collections must be checked
thoroughly.
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Fines
Many libraries impose fines when patrons do not return material atthe end of the loan period. Most will allow patrons to pay fines in
instalments. Fines are used as an incentive to return items, to make
the collection available to as many people as possible.
On the other hand, fines can be a deterrent to returning material, or even
to borrowing at all. Dealing with fines requires tact.
Missing itemsItems that disappear and items that patrons swear they have
returned must be shown as missing in the catalogue. Most (but not
all) automated systems remove the `missing' tag automatically when
the item is returned or lent.
Banning patronsWhen patrons persistently refuse to return items, refuse to pay for
missing items, or have a large amount of fine money outstanding,
they may be banned from using the library's collection. Banning is
more common in academic libraries, where it is vital that all students
have equal access to collections. Banning is a last resort in most libraries,
as it is bad public relations.
Loans and BookingsIt is confusing for staff and patrons to have a large number of loan
periods. Many libraries allow only two or three - perhaps 2 hours, 4
hours and overnight. This also depends on how flexible the booking
system is.
Many booking systems allow students to book material ahead and use
it at particular times. This is done to give part-time students the same
opportunity to access material as full-timers.
If items are not returned from short loan on time, another patron is often
seriously disadvantaged, so fines are heavy and no grace period is
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Using an automated circulation system
Automated systems vary, but some procedures are common to all.
Login is the first task of any day, and most systems have passwords
that restrict access to particular parts of the system according to
your duties. For example, a circulation officer might be allowed to
inquire on the catalogue, but not to change anything. Passwords
protect the system against unauthorised changes. They should be kept
secret, and changed frequently.
A large library may have several terminals dedicated to circulation,
and many other terminals throughout the library doing different tasks
- e.g. the online catalogue, cataloguing etc.. Often one terminal is
permanently used for lending, while a second is used for returns,
enquiries and other tasks such as overdues.
A barcode reader is used to enter borrower and item ID numbers. The
system links the records and calculates a date due. Different dates
for different types of materials are calculated automatically. On
return, entering the item barcode discharges the loan.
Barcode readers, particularly light pens, are notorious for not reading
the number every time. Often they still give a finishing beep, and it is
easy to think the number has been accepted.
Items are then left unrecorded or recorded as overdue, when they are onthe shelves. When using a barcode readeralways check the screen to
be sure that the item's loan or return has registered.
Many systems print a receipt showing the date due for the patron.
Some libraries stamp a slip inside the item with the date due. Date
due stamps are not used in many libraries to save staff time. Some
libraries allow patrons to stamp their own if they wish.
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Most systems allow the circulation officer to decide if illegal loans are
to be allowed or not, rather than just refusing to process the loan. This
is called overriding the system. Being able to override the system may
mean referring to another staff member, if you are not allowed to do
so.
Most systems use function keys to shortcut from one task to another -
e.g. reserve when lending. It is very irritating for staff to have to move
from one task to another by menus only. Learning shortcut keys and
functions is an important part of using an automated system
efficiently. Some older systems have commands barcoded, to allow
quick movement from one process to another.
Barcodes in books are often damaged by borrowers who think they
have something to do with the security system. Because barcodes are
often linked to accession numbers, changing the barcode on an item
is, in some systems, a very protected procedure, and must be doneby someone with the correct security clearance.
Fines are usually calculated automatically by the system on return of
the item. Some systems automatically print a receipt on payment of
the fine, and provide for accounting purposes tallies of fines paid by
each borrower, and a total of fines collected.
Self-checkoutMany libraries use self-checking stations, where patrons place their
barcoded membership card and the barcodes of the items they are
borrowing under a barcode reader. The system records the loans. If
the patron is ineligible to borrow for any reason, they will be referred
to staff at the circulation desk.
This saves staff time checking out material and reduces queues at
the circulation desk. The self-checking stations also desensitisesecurity strips in the item. However they may damage magnetic
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materials such as videos and software. They may not be effective if
barcodes and security strips are not in the same place on all items.
Security systems
Many libraries have installed security systems to deter would-be thieves.
Most systems work by installing a trigger device in each item in the
collection usually a magnetised strip which is usually hidden somewhere
on the item. The triggers are demagnetised when the item is loaned and
then remagnitised when the item is returned, prior to being shelved.
When the patron leaves the library and passes through the security
system usually a set of gates at the entrance to the library any
magnetised or un-borrowed items will activate an audible alarm
Some libraries pass the item around the barrier without demagnetising the
strips, to save time and the expense of a demagnetiser. Clients collect the
items when they have passed through the barrier. This can cause
problems when the books are taken into other libraries, or brought back
into the lending library.
If the alarm goes off, do not assume that the patron is stealing, and do not
treat them as criminals. There are many ways for the alarms to be
triggered: clothing tags, items from other libraries, tags not properly
demagnetised and so on.
-
Ask if any material from another library may have set off thealarm.
- Politely ask to check bags - the patron should do this, not staff,
who should just watch.
- Look for items from other libraries
- Check that items from your own library are booked out and
demagnetised
- You may need to pass the material around the gate - e.g. if it
comes from another library that does not demagnetise
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Short Loans-
Short loan is mostly used in academic or school libraries, where a lot
of patrons want the same material at the same time, it can also be
referred to as counter reserve or course reading. Often they all
need to use it during a short period - e.g. when an assignment is due.
Many university libraries have a separate short loan or reserve
section in their library, and material on short loan is not allowed
outside the area. Security systems ensure that material is not even
taken to other parts of the library.
In an academic library, short loan collections usually feature
- very short loans - some as short as two hours, or overnight if an
item is taken in the last hour the library is open and returned the
following morning.
- booking ahead to reserve an item for a particular period
- material from the library's collection, private copies, andtemporary material such as
- photocopies
- heavy fines to discourage clients from keeping the item
longer than permitted, thus disadvantaging others
- heavy penalties if fines are not paid.
Other libraries, such as special or public libraries, may also have
small collections of in-demand material, kept behind the desk where
they are monitored. They are seldom as stringent as academic
libraries in the use of short loan.
Non-academic libraries have loans of varying periods, depending on
the expected demand. They may or may not fine, depending on the
library's policy and the demands on the short loan material. Heavy
fines are used when necessary to enforce sharing the material in times
of heavy demand.
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Material for Short Loan
In academic or school libraries, teachers or lecturers normally notify
the library about what needs to be placed in the short loan
collection. Sometimes all material on reading lists is automatically
put in short loan. Liaising with teaching staff about their needs is an
important part of short loan management. Material will only be
available to students when needed, if the library is notified in time.
When a library has multiple copies, some copies may remain lendingcopies, depending on the expected demand and the library's policy.
When the library does not have a copy of a particular item, teachers or
lecturers sometimes put their own copies into short loan to make
them available to students. The library may also rush purchase copies
when necessary.
Teachers or lecturers may also request temporary materials such as
newspaper articles or photocopies in short loan, to ensure students
have access to them. Some articles are acquired on interlibrary loan for
short loan collections. Lecture notes and recordings are also often kept
in short loan.
In non-academic libraries, material is generally put on short loan by
library staff, who judge the demand for material.
Adding Material to Short Loan Collections Material in the library
collection is added to short loan by
- moving or copying the item record to the short loan system
- specifying in the system the course the short loan is required by
- changing the call number in the item record and on the item
to include the collection
- symbol
- reshelving the material in a separate section of the library.
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Material being added to the short loan collection is normally marked
distinctly, with large stickers or jackets for easy identification by
circulation staff.
For material not in the library collection, a temporary item record is
created. Most automated loan systems allow you to do this, without
having to add a record to the catalogue.
Information on the relevant course is added to the record, to allow
staff to locate items when they are asked for by course or lecturer.
Students often do not have citations of material they require; they
only know that some material has been placed in the library for them.
Reciprocal borrowing
Reciprocal borrowing is where patrons from one library can borrowfrom another. Usually academic libraries have a reciprocal borrowing
scheme. The most common scheme in Victoria is the CAVAL
Reciprocal Borrowing Program. Students and staff members from
libraries participating in the CAVAL program are able to borrow
material from other participating libraries.
Other reciprocal borrowing schemes include the University Library
Australia (ULA) and the TAFE National Reciprocal Borrowing Scheme
(TAFE NRBS)
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Financial operations
When working on the circulation desk library staff will often need to
process financial transactions. Many libraries charge for services such as
reserves and photocopying and may also apply fines for overdue items.
Some libraries sell items such as library bags and stationery. Bigger
libraries will have a cash register but smaller libraries may have less
formal cash handling procedures such as a cash drawer or cash box.
Safe cash handlingWhatever system is in place for processing financial transactions the
following procedures are recommended
- When taking cash from a customer follow these steps
1. Call the amount tendered
2. Place the amount tendered on the register but not in the
cash drawer until the customer has received their change
3. Count back the change to double check yourself
4. Avoid being distracted by other people while processing a
transaction
- The cash drawer or cash box is kept closed and out of reach of
the public.
- Staff should not turn their back on an open cash drawer or cash
register
- If a cash register is used the drawer should be shut after each
transaction
- Cash register keys should be kept away from the desk when not
in use.
- Members of the public should not be allowed behind the desk
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CULLB206C Assist with circulation servicesLearners guide Practical placementSchool of Human Services Department ofHumanitiesAdvanced Diploma of Library/Information Services
- All no sale transactions must be accounted for. Keep the
receipt, write the reason for the no sale on the back and keep in
the register
- All incorrect transactions must be accounted for. Keep the
receipt and write VOID across the front and the reason on the
back and keep in the register
- All excess cash should be removed, transferred to a cash bag
then stored in a secure place away from the desk
- A second person must be in attendance during the cash pickup
and balancing procedures
- For personal security reasons a second person should be in
attendance when cash is being taken to another part of the
library
-
At the end of the day remove the cash and non cash documentsfrom the register and store in a safe place.
- Leave the cash drawer open to prevent damage to cash register
if there is a burglary.
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