Service Quality Improvement Council

Staffing Issues Group
Minutes, April 4, 2000

Present: Charles Greenberg, Maureen Heher, Emily Horning, Sandy Peterson, Cesar Rodriguez, Marybeth Bean

1. Group reviewed and revised introductory statement for "Policy Statement Regarding Problem Patrons". Introductory statement will be redrafted for next meeting.
   

2. Specific guidelines will be drafted for the following categories of problems:

   • angry verbal abuse

   • destruction of library property

   • personal hygiene problems

   • refusal to abide by library rules

   • bizarre but non-threatening behavior

   • disruptive behavior

   • suspicious lurking

   • obscene phone calls

   • sexual offenses

   • threats to personal safety of staff and patrons
     

3. Further discussion regarding role of guards in SML/CCL/Beinecke and Campus Security. Ask John Vincenti to speak to group, also someone from Police Department. Ask Diane Turner about having someone from General Counsel's Office review for legal implications.
   

4. Discussion regarding the need for training staff, especially front line public services staff, in how to deal with problem patrons. The training needs to be specific to library situations.

Next meeting is 4/18/00 at 3:30 p.m.

Recorded by Sandy Peterson, sandra.k.peterson@yale.edu