Service Quality Improvement Council

Staffing Issues Group
Minutes, May 16, 2000

In Attendance: Sandra Peterson (Chair), Cesar Rodriguez,  Emily Horning, Maureen Heher, Mary-Elizabeth Bean, Diane Turner, Charles Greenberg (recording)

I. DRAFT OF PROBLEM PATRON POLICY STATEMENT

The group reviewed the latest draft. The issues discussed included:

• The Yale ID card contains the printed advisement that it should be carried at all times and presented on demand to "University officials whose assigned responsibilities authorize them to seek identification.". Failure to produce a Yale ID can be an immediate cause to initiate a request to leave a library facility. Discussion took place about whether the appropriate place for the ID check recommendation in the policy should be in a single or multiple locations in the document.

• Sandy will try to locate a "collection security violation report", which may address alarms triggered at emergency exits, and see if it can be modified or merged into a single general reporting document that can accompany the problem patron policy.

• The issue of distributing identity clues of possible problem creators was discussed.

• Training on implementing the problem patron.policy. Consideration of staff training for any new administrative processes was mentioned.

• Some discomfort was expressed about the lack of information about problem resolutions (e.g. whether any warning or punishment had been assessed to problem creators). Diane reiterated that penalties incurred by individuals are not announced to library staff.

Sandy will formulate a final draft and circulate it to the group.

II. OTHER BUSINESS

With the Problem Patron Policy document nearly concluded, the Group should consider any other potential projects. Sandy reviewed the original list of topics and accomplishments.

Diane proposed that establishing competencies for public services staff could be a future project.

Sandy will check with SQIC about other staffing issues.

III. NEXT MEETING

The next meeting of Staffing Issues will be on June 6th on the 4th floor of SML.

Recorded by Charles Greenberg, charles.greenberg@yale.edu