Return to Confidentiality of patron records — staff procedures.

September 2023

An individual, who is not the account holder, cannot access personal information on another patron's record, even if they have the account holder’s library card or library card number.

• Computer screens cannot be turned around if they show any patron information such as name, address, email or telephone number. This includes title, item and hold screens that may show other patrons’ names.
• People may ask for personal information when they are trying to update contact information or resolve a problem. For example, if a person who is not the patron asks, "What is the email on the account?" Ask if they need to update it or if the patron is not getting library notices.

Individuals must be able to state why they are accessing the account, such as to renew, pick up a hold or pay charges. “What did you need to do today?”

If there are specific reasons to believe that the person trying to access the account is not helping the account holder use the library -- they say that they found the card or do not have a specific transaction, such as renewing -- do not allow the person any access to the account.  See Unauthorized access and refer the person to the PIC or the Library Director’s office, if needed.

Do not offer any item, status or personal information from the account. Staff can take in and update information only.

1. ​Individuals with a PATRON NAME ONLY may NOT see or hear the following information:
   • any contact information, such as address, telephone number or email
   • any personal information or past use of the accountm including account status or any exclusion
   • library card number
   • Check outs: titles, number of items checked out, type of items checked out or titles of items which are overdue or may not be renewed
   • Holds: titles, number of holds, type of items on holds for filled, unfilled, expired or canceled holds. See below for hold exceptions.
2. People who are not the account holder and only have the PATRON NAME may do the following actions, if they can state the patron's name and are helping the patron use the library for a specific purpose.

   1. Renew material

      Items may be renewed and a new due date given. No itemized receipt, titles, item types or number of items may be given. If the person knows the title, you can give the due date for that item.

      If all items did not renew and the person renewing needs to know which items need to be returned soon, please offer the following options:

      1. Is the account holder in the library today or soon? If yes, titles and due dates may be given directly to them.
      2. View the account online from home.
      3. Call from home with the library card number or patron.
      4. Staff may email or mail title and due date information to the patron at the email or mailing address in the account. The address or email address cannot be changed in order to send a person who is not the patron this information.
   2. ​​Update contact information -- address, telephone number or email.
      1. Do not state any contact information already entered in the account. Ask for the correct information, such as “What is the current address?”
      2. It is difficult for the library to keep updated contact information in patron records. Patrons often change their contact information without updating their library accounts. It is also rare for all household members to contact the library about a change of contact information. Therefore, the library will accept contact information updates with a patron name only.
      3. If patrons do not want their contact information updated by other people, staff can add a Comment to check ID or use a code word to make sure the account holder is present for any account updates. 
   3. Report Lost or stolen library cards. The User profile will be changed to Update and a Comment field will added stating the card was lost or stolen.
   4. Report claims returned items.
   5. Holds may be:
      1. Placed -- if the person is helping the account holder to use the library and not controlling the type or content of materials the account holder may access.
      2. Canceled
         1. If the person is helping the account holder to use the library and not controlling the type or content of materials the account holder may access.
         2. If the hold is being picked up and checked out on the present person’s account.
      3. Suspended or frozen
      4. Extended -- including Interlibrary Loan items (ILLs). Holds on the hold shelf may be extended up to one week by request.
      5. Picked up
         1. A person picking up a hold that is shelved by patron number for hold privacy, must have the patron number to pick up holds.
         2. Starting November 1, 2023, a person picking up a hold must know the partial last name and partial library card number to pick up the hold. Until that date, staff will help pick up patrons find holds and ask them to have that information the next time they visit the library. See Picking up holds for another patron.
         3. An individual may pick up material that is being held for a different individual even if the person is uncertain that something is being held.
         4. If a person indicates they have received a notice to pick up material, and no material may be located under their name, ask if the notice may have been for another person in the household.
            1. If yes, ask if the person has the hold patron’s library card or card number and password, so they can check out the hold.
            2. This person may check out another account holder's holds using:
               1. the hold patron's library card.
               2. the hold patron's library card number and password on a checkout station.
               3. on their own library card. Then, staff will cancel the hold on the original hold account.
   6. Balance of charges due given for purposes of making payment either immediately or in the future. No itemized receipt, titles, item types or number of items may be given.
   7. Payment for charges may be accepted.
      1. Symphony will automatically generate and print receipts. Individuals making payments on behalf of another patron, without a card or card number, are not given these receipts unless they already know the titles that generated these charges.
      2. If the individual does not know the titles and wants a receipt, offer a cash register or credit card receipt.
      3. If the person who is paying needs a more detailed receipt, a generic receipt on any piece of paper may be completed with the patron's name, amount paid, date of payment, type of payment (cash, check or charge) and location of payment. A detailed payment receipt may be mailed to the account holder.

3. People who are not the account holder and have only the LIBRARY CARD NUMBER may do these actions, if they can state the patron's name and are helping the patron use the library for a specific purpose.

   Note: These people must be able to state the account holder's name, to be sure the correct card number was entered correctly. "What is the name on the account?"

   1. All actions allowed with a patron name.
   2. Receive a list of:
      1. Holds
      2. Items checked out with due dates
      3. Charges due or payment receipt.
   3. With a password, use a checkout station.
4. People who are not the account holder and have the LIBRARY CARD may do these actions, helping the patron use the library for a specific purpose.
   1. All actions allowed with a patron name.
   2. All actions allowed with a library card number.
   3. Check out materials at a staff station.
   4. Check out Interlibrary loan items.
   5. Change the password on the account.

Return to Confidentiality of patron records — staff procedures.