Service Quality Improvement Council

Staffing Issues Group
Minutes, March 21, 2000

Present: Sandy Peterson (Chair), Charlie Greenberg, Emily Horning, Maureen Heher (recording).

I. Sandy informed the group about the status of the Extreme Weather Policy and the Service Quality Awards Program. The Extreme Weather Policy was adopted by LMC with a few minor changes. LMC also approved a budget for the Service Quality Awards Program. SQIC will make nominations for the Service Quality Awards Program committee with an anticipated first event to be held in the fall of 2000.

II. The group then returned to the discussion about problem patrons. Sandy provided members with a draft statement based on earlier meetings. While reviewing the statement the group launched into a discussion about whether it is a policy statement or a staff manual that needs to be developed. It was decided that the group's priority should be to set a policy that will include simple guidelines for dealing with problem patrons with the idea that it may develop into a staff manual at a latter date. The draft statement was reviewed and revisions were made. It was generally agreed that the policy should include the following points : crisis prevention tips, activities not allowed in the library, a description of what constitutes problem patron behavior, eccentric or abnormal behavior that is non-threatening and not illegal, procedures that staff should take when an incident occurs. Additionally, it was agreed that the statement should be reviewed annually by LMC so that the document's value and effectiveness are continually monitored. Sandy will provide the group with a revised copy of the draft statement for the next meeting.

The group will meet again on April 4, 2000 at 3:30 PM.

Recorded by Maureen Heher, maureen.heher@yale.edu