January 2024

Quick Facts

This page is about short-term and emergency closures. For long-term closures, see access/circulation bond closure information.

• Persons in Charge (PICs), see Emergency closure/change in library hours for information about closure decisions and procedures.
• If your library branch has to close unexpectedly, email Symphony Specialists at symphony-specialists@multco.us. They will set closed days in Symphony, so holds will stay on the holdshelf.
• For planned short-term closures, items checked out at the closed library or renewed by patrons with that home library will not be due on closed days.
• If you are teleworking due to an emergency closure, please review the telework guidelines in the confidentiality policy.
• During emergencies, direct patron service is the priority. Other work may have to wait. 

What happens in Symphony during short-term closures

Symphony is updated for closed days:

• Note: Due dates are set at check out and setting closed days in Symphony afterward does not change the due date.
  • The library doesn't charge late fines and patrons can return items when it is safe to do so.
  • For longer closures, due dates may be extended with staggered due dates.
• Renewals done after the day is marked as closed in Symphony will skip closed days and be due after reopening.
• If the bookdrop is not locked, patrons may return items to closed locations. These items will be checked in when staffing allows.
• Holds will not expire off the holdshelf after the day is marked as closed in Symphony.
  • Do not run expired holds the day after a holiday or closure. There may be holds that expired before Symphony was marked as closed.
  • If your location has space on the holdshelf, you can not run the Manage Hold shelf report 1-3 days after reopening.
  • For longer closures, holdshelf times may be extended to stagger expire holds.
• Holds will not fill for the closed location or appear on paging lists.

Procedure

Pace yourselves. Do not expect to catch up on all work immediately after a closure or other emergency.

Patrons are the priority

• Give priority to serving patrons. They are likely to need extra reassurance about due dates, items, and holds.
• Be proactive and kind, to yourselves, coworkers and patrons.
  • Be generous and understanding with patrons who can't get to the library.
  • Some people may take weeks to recover from a weather or community emergency.

Bills

• Clear bills using the CLR_LIB payment reason.
  • If items could not be returned on time.
  • If items were lost or damaged during the emergency.
  • Inform patrons who have damaged items due to an emergency that they do not have to return them, especially if they are smoke-damaged or wet.
  • Enter a History field with details. “CLR LIB $43 fire. ES/ROC 9/20/2020”

Bookdrop & Delivery

• After a closure, prioritize connecting with patrons and pace yourselves while catching up on checking in book drop and crates.
• Delivery may be delayed and lighter than usual. Delivering new materials may have a lower priority.
  • E-mail libdelivery@multco.us if you need an extra pick-up of excess crates or if you cannot accept a delivery. Crates may be held until they can be processed.
  • There may be a shortage of crates. If you have extra crates, e-mail libdelivery@multco.us
  • Label crates clearly, especially if using a different color than usual for holds or returns.

Holds

• Staff can:
  • Extend holdshelf time up to 2 weeks or longer.
  • Replace a missed hold and move the hold to the top of the hold queue, if needed.
• Replace and suspend holds. Move patrons back to the top of the hold queue for missed holds, if needed.
• When the emergency or closure has ended:
  • Manage Hold Shelf -- do not run the expired report the first open day. If your location has space on the holdshelf, you can not run the Manage Hold shelf report 1-3 days after reopening.
  • Pick lists may have to wait. Search lists if possible, but patrons are the priority.

Renewals

• Renew and extend due dates up to 9 weeks or longer, even if holds are waiting.

Policy

Emergencies and closures may affect the community’s access to library services. Examples include expected and unexpected library closures, weather, and fire.

Persons in Charge (PICs), see Emergency closure/change in library hours for information about closure decisions and procedures.

Staff may clear fees and extend due and hold dates as needed during these emergencies and closures Patrons may be unable to safely access the library due to library or community situations beyond their control.

Clearing fees for emergencies and closures does not count against the patron. Use CLR_LIB to clear these fees.

Personal emergency situations will follow the policy and procedure under Clearing Fees.

If one or more libraries must close, Symphony Specialists will mark the date as closed in Symphony.

Rationale

Patrons should not be penalized with fees or missed holds if they are unable to safely access the library due to library closures or community emergencies beyond their control.

Questions? Contact:

• Kirby McCurtis, Director of Location Services, for major operations issues.
• Contact Center, for account management.
• ints-access-services@multco.us for Symphony, policy, or procedure issues.
• Email libdelivery@multco.us for delivery issues or requests.