Return to Confidentiality of patron records — staff procedures

January 2021

Quick links

Questions about confidentiality of patron records may be directed to ints-access-services@multco.us or 971.401.3687. 

• If the patron is present.
• If the patron is not present.
• Unauthorized access — if the patron cannot give 2-3 pieces of identifying information or a person, who is not the patron, wants to get personal information on an account.

Protecting patron privacy

Library staff will be protective of patron information in all areas -- in person, in libraries, during outreach, while teleworking, and via telephone, email, text, chat, etc.

• In public spaces, staff will speak quietly about personal and item information.
• Library staff will not volunteer personal information about patrons, such as name or contact information.
• Because some Symphony screens show personal contact information and/or the library card number, computer screens will only be turned around for the account holder, and only when it can be done without compromising privacy for other patrons.
• If staff need patrons to give information, such as a password or other personal information, they will offer options, such as giving information verbally, in writing, or ask if the patron would prefer to enter that data directly.
• Library staff will use User Keys that are not the barcode (^U123456) for internal communications about patrons, such as when referring a patron to the contact center.
• All requests for access to personal information -- name, address, telephone, email, birthdate, etc. -- must be referred to the Library Director’s Office at 503.988.5403.
• Exceptions may be made to accommodate access to the library during  exceptional circumstances, such as a pandemic, emergency or when services are limited. These include giving out and updating library barcodes and passwords via phone, chat and email.
• All confidentiality policies apply when working in libraries, during outreach, and while teleworking.
  • See the County Telework Policies and Privacy Guide, which includes being aware of screens and conversations while teleworking, dealing with paper, and locking computers when unattended.
  • See Staff use of the Integrated Library System (ILS).

Patrons reporting lost library cards

It is the patron's responsibility to inform the library if the library card is no longer in their possession, or they believe someone has obtained their library card or library card number and is using it without their permission.

If it is possible that someone is using a patron's card or card number without permission, the patron should be given a new library card number and the password immediately changed. If the patron believes this to be insufficient protection, staff may add a comment to the patron's record requiring that they present photo identification or a password before any transaction or updates to the account information. For example:   

Comment     Photo ID and password "jellybean" are required to use or update this account. GS/BEL 12/18/2017

Patrons requesting library card numbers and passwords when not in the library

Library card numbers are usually given out or replaced in person.

Passwords/PINs are usually given out or reset in person, or by using the Forgot my password reset form on the website.

If a patron needs an accommodation or it is impossible for a patron to come into a library to get their own library card number or password:

• Contact center and virtual services staff can email the patron's card number to the email address that is in the account. The patron can contact the library, including calling in or emailing a request that includes their name, address and birth date to help@multcolib.org, and staff will email the library card number.
• Contact center staff can make accommodations for patrons who cannot reset their passwords using the standards methods. 

An email address may not be added or updated before a library card number is emailed to the patron. This is because the existing email is the only way to verify that we are sending the card number to the patron.

Patrons may be given their library card numbers and PIN/passwords virtually under exceptional circumstances such as a pandemic, emergency or when services are limited.

• Patrons with email addresses in their accounts can use the Forgot your password feature on the website.
• Virtual Services and Contact Center staff may
  • Email account holders their barcode
  • Enter the User Key into the barcode field for patrons that do not not have email access, and give them that number.
• Contact Center staff may reset passwords for account holders.
• People who are not the patron may not be given barcodes or passwords.

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