[Publib] a delicate issue

[Kathryn Bloomberg - Rissman]

Our HR person suggested using the phrase "pervasive odor" and let the
patron know they'll be welcomed back once it has been taken care of.  

This is really a very delicate issue and one, I think, all libraries
have dealt with.  We've had to have the discussion with both staff
members and the public and it doesn't get easier.

 

Kathy Bloomberg-Rissman

Library Director

Upland Public Library

    for all the chapters of your life

Upland, CA 

 

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From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Marsha Howard
Sent: Tuesday, November 25, 2008 8:39 AM
To: imukherjee100 at qc.cuny.edu
Cc: publib at webjunction.org
Subject: Re: [Publib] a delicate issue

 

I think the response from James overlooked your indication that this is
not a homeless person.

 

Having worked for years in NYPL branches I well understand the
unpleasantness and delicacy of the issue. I have a 96 year old mother
and I know that as some people age their hygiene, for one reason or
another, may slip--incontinence, difficulty in getting in and out of a
tub are just a couple of reasons. Sometimes they seem totally unaware of
their condition and sometimes perhaps unwilling to acknowledge it.

 

Do you have a senior center in your area where you can consult with a
social worker? They may be able to give you some tactful language.
Perhaps they know the individual, know if this person has any family who
can intercede? 

 

If all else fails, for the sake of the staff, (and I remember how my
staff complained!), and the other patrons, you or your supervisor must
talk with this person. It has to be done privately and tactfully.
Perhaps something along the lines of  "when you visit the library we
have complaints regarding body odor. We really value your presence in
the library but must ask you to remedy this situation because it causes
distress." That's just off the top of my head. If you have to do this
yourself, you might want to be prepared with a referral to a social
service agency. Maybe the person needs to have an aide come in to help
with bathing (and who knows what else). There are social service
agencies who can provide an aide at low cost and even free of charge. 

 

You need to tread carefully because people sometimes react in unexpected
ways. If you try to bar the person or do anything too drastic you may
find yourselves in the middle of a law suit.

 

Marsha Howard

Poets House

 

2008/11/24 <imukherjee100 at qc.cuny.edu>

Hi everyone,

 

Is anyone out there who can help us in dealing with a senior patron
whose arrival turns the library into an intolerable odor-polluted place?
This customer is undoubtedly a fiction/best seller reader and used to be
one of our regulars. We tried our level best by spraying around room
freshener upon her departure. In the beginning staff members complained
but now things are getting out of hand as other patrons started
complaining too. It's definitely not a "homeless" issue. Any suggestion
on how to deal with this matter in a legitimate and professional way
would be really helpful. Thanks in advance.

 

Indira Mukherjee



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