The Board of Trustees of the Union County Library System adopts the following modified guidelines and
procedures on handling the problem patron, originally compiled by the Warren-Trumbull County Public Library:
Handling Problem Patrons
Problems caused by patrons of the Union County Library System are not unique to this library alone. The role
of the public library as a “people’s place” is widely accepted and taken for granted by the eccentric and/or
troubled person.
The percentage of people who cause problems above and beyond the normal range of activity in the library is
proportionately small. However, it is an acknowledged fact that one person who displays bizarre or aberrant
behavior on a given day can upset the staff and normal routines in a disproportionate ratio.
The purpose of this policy is two-fold: 1) to give guidelines to staff on acceptable ways to deal with the
problem patron; and 2) to formally reassure staff members of the administration’s commitment to support staff
actions in dealing with the problem patron.
Some incidents are of an emergency nature. Others are of a recurring nature which can assume enlarged
proportions from time to time.
People who choose to work in public libraries have made a decision of paramount importance by the time they
are hire – that of providing the best service possible to any and all who request that service. Therefore, the
amount of unreasonable demands made upon them is tolerated – many times beyond normal bounds.
Members of the library staff must keep in mind, however, that tolerance of unusual demands must not keep
him/her from giving attentions and service to the person who is not as vociferous.
Preparation before the fact in handling problems is possible to a certain extent. Discussion of prevalent types
of disturbances which have occurred in the library can be helpful. A plan of action and cooperation is urged.
Such questions as: who will initiate action to deal with the problem; what is expected of fellow staff members at
such a time; what will be said to the person; and what is the proper follow-through, both in the event the
person does or does not do as requested.
Each staff member should prepare a set speech that can be used in many circumstances: “I am a staff
member of the library and I must ask you to stop (disturbing other patrons, putting your feet on the table,
talking aloud to yourself, etc.) The library is a place for all to use without disturbance. Thank you for you
cooperation.”
This suggested “set speech” is only a beginning, but should psychologically assist any staff member in
handling a situation that he/she in reality would just rather avoid, with no need for intervention on his/her part.
Some rules to follow as you go through the confrontation:
NEVER approach a problem patron without another staff member present
Adopt a positive attitude
Maintain a “formal” relationship
Do not argue
Do not touch
Always file a report detailing the situation with the Director
Possible Scenarios
Disruptive Behavior:
When a patron willfully and purposefully disturbs other patrons, a staff member should approach the patron
(in the presence of another staff member) and ask him/her to stop the disruptive behavior. If the disruptive
behavior continues, the Director should, in a reasonable manner, tell the patron to stop the behavior or to
leave the library. If the patron continues to act disruptively and refuses to leave the library, the patron should
again be asked to leave the library or the police will be called. If the person refuses to leave the library, the
police should be called. If at any time during this process, the patron becomes dangerous, the police should
be called immediately, and measures should be taken to protect other patrons and the library staff.
Inappropriate Use of the Library:
The appropriate uses of the library are for purposes of “aiding any person in his pursuit of education, in his
search for information, and in his creative use of leisure time”. When a patron appears to be using the library
primarily for inappropriate purposes (e.g. sleeping) a staff member (again, accompanied by another staff
member) should approach the patron and tell the patron in a reasonable manner to use the library for its
intended purposes or to leave. If the patron refuses to behave more appropriately, the Director should be
called and the above procedure should be followed.
Misuse of Staff Time:
If a patron demands that a staff member perform functions which are inappropriate, or demands an unusual
amount of time in repetitive requests, the staff member should inform the patron in a calm and reasonable
manner that fulfilling the request is not possible. Staff must not tolerate those that infringe on other patrons
rights to service and for materials. If the patron has objections, he/she should be referred to the Director.
Verbal Abuse of Staff:
If a patron speaks to a staff member in an abusive or obscene manner, the staff member should call the
Director. If the patron continues to be abusive or obscene, the same procedure as for disruptive behavior
should be used.
Non-Verbal Abuse:
If a staff member feels that he/she is being subjected to non-verbal abuse, such as a person staring at
him/her for a prolonged time, the staff member is within bounds to request that this stop. This would be
considered “abuse” if it happened more than once. Again, the patron should be approached by two staff
members.
Theft and Vandalism:
When a staff member observes or receives a report of a patron attempting to steal or to maliciously destroy
library property, the staff member should approach the patron or report the incident to the Director
immediately. When and if the patron is apprehended, the Director should discuss the problem with the patron
(in the presence of another staff member) in a reasonable manner, making no accusations unless it is self-
evident. If it is determined that the patron has indeed stolen or vandalized library property, the incident should
be reported to the police. In a non-threatening manner the patron should be advised of Mississippi Law re:
damage, defacement, or stealing of library material.
Deviant Behavior:
When a staff member observes or receives a report of a patron committing a sexually deviant act (e.g.
indecent exposure) take the following steps:
Call the police immediately – tell them exactly who you are, where you are and tell them the problem
Inform the Director
Do NOT try to stop the person, but observe details of dress, height, color and length of hair, etc. for
purposes of aiding the police in their investigation. In the unlikely event that the person does not flee, it
should be assumed that you are dealing with a situation that is an emergency. A senior staff member should
be present until police arrive.
Eccentric Behavior:
Some library patrons may act strangely, but they do not disturb other patrons and they use the library in an
appropriate way. These people should not be considered problem patrons. If there is a question about
whether a patron is behaving eccentrically or problematically, consultation with the Director should be made to
determine what action, if any, should be taken.
Emergency Situations:
An emergency situation can be defined as any situation in which a patron’s actions present an imminent
danger to the life or safety of himself or others. Such incidents include assault and other crimes of violence,
or the threat or attempt to commit such crimes. Any staff member who observes or receives a report of such
behavior should call the police immediately.
General Guidelines
Develop a mutually agreeable signal or code word for problem situations
Staff who are not “actively” involved in the situation should maintain an apparently normal attitude, all the
while being aware of what is developing
In cases of an emergency nature, staff should call police immediately – do not waste time
If a library patron alerts you to a problem or potential problem, thank the person, assure him/her you will
handle it and do so
Each staff member should be AWARE – of regular patrons, of behavior patterns, or when potential or
known problem patrons move throughout the library. Don’t be caught off-guard, and don’t expect someone
else to handle it all