[Publib] Fee/Lost Charge Negotiation

[gpruett at georgetowntx.org]

John -

We tried to write policy, and instead wrote a procedure for dealing with
this.  In this scenario - patron cannot check out additional items if fines
total $5 or more.  We didn't really deal with lost or damaged books here.



Gretchen Pruett


When a Patron has an overdue fine or charges:
IF patron is asking to check items out –

If Patron agrees to the fine after an explanation of what items were
overdue and when, collect the fee and process the payment.

If Patron does not agree to the fine, either in total, or for any specific
items –

1.    Find out from patron what the area of disagreement is.
2.    If patron says that the books were returned on time, look at fine
details to determine why the fine was assessed.
·      Look to see if overdue items were possibly two week items, returned
with three week items.
·     Ask them if the items were renewed.  Look to see if items were
renewed after the fine started accruing.
·     Ask if they tried to renew online, and if it was successful
3.    Waive fine if you determine that the patron made a reasonable effort
to return the books or renew the books on time.
4.    If you can determine that the fine was properly assessed, and the
patron agrees – collect the fine, or a payment on the fine.
5.    If the patron still objects to the amount of the fine, ask them what
they feel would be fair.
6.    Make an effort to collect partial payment from patron and document
with a note what you and the patron agree to do.  Make sure your initials
are in the record.


If patron is seeking computer use only –

If Patron agrees to the fine after an explanation of what items were
overdue and when, collect the fee and process the payment.

If Patron does not agree to the fine, either in total, or for any specific
items –
   Follow steps above 1 – 4, and if fine is below $5.00 after payment – no
   further action needed.

   If after payment, the fine is still more than $5.00, grant computer
   access with the daily number, place a note in the patron’s record, and
   explain that they are still blocked with their barcode until the account
   is below $5.00.


   The only two acceptable outcome of a patron interaction are:
1.    Patron leaves completely happy.
2.    Patron leaves feeling that they were treated fairly and respectfully,
but not necessarily happy.
Some patrons may not be happy or feel that they were treated fairly or
respectfully.  Each unsuccessful patron interaction should be reviewed with
a supervisor to determine if there were other alternatives that could have
been pursued.  This is an important part of the customer service training
for each staff member.

Public service supervisors should intervene in a patron interaction if they
determine that the staff member is not resolving the interaction to one of
the two acceptable outcomes.
Assistant Director
Georgetown Public Library
808 Martin Luther King, Jr.
Georgetown, TX 78626
512-930-3551
512-930-3764 (fax)
gpruett at georgetowntx.org


                                                                           
             john.vanberkel at co                                             
             .manatee.fl.us                                                
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                                                                   Subject 
             12/01/2006 01:45          [Publib] Fee/Lost Charge            
             PM                        Negotiation                         
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           





I am trying to find out if anyone has policy and/or procedure on
negotiating/waiving of fines/fees/lost charges with patrons. Thanks in
advance.




John C. Van Berkel
Library Services Manager
Manatee County Public Library
1301 Barcarrota Boulevard West
Bradenton, Florida 34205

(941) 748-5555, ex 244
(941) 749-7191 fax
john.vanberkel at co.manatee.fl.us
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