Return to Confidentiality of patron records -- staff procedures.

January 2021

Patrons may access their own accounts with a library card, by presenting photo identification, or by giving identifying information that matches the account.

Do not offer personal information from the account. Staff can confirm information given or update information only. Library staff should ask "What is your current address?" not “Do you still live at …?”

If there are specific reasons to believe that the person trying to access the account is not the patron -- they say they are not the patron, say they found the card, or if the age does not seem to match the birthdate -- do not allow the person any access to the account. Refer the person to the PIC or the Library Director’s office at 503.988.5403, if needed.

Computer screens cannot be turned around if they show any other patron’s information such as name, address, email or telephone number.  This includes title, item and hold screens that may show other patrons’ names.

1. If the patron has their name or library card number only, they must show the library card, present photo ID, or give identifying information to check out.
   • In most situations, adults should give three pieces of identifying information such as name, address, or birthdate.
   • Youth ages 17 and younger should give two pieces of identifying information.
   • Special considerations may be given for people who may not be capable of reciting personal information due to age, ability and cultural importance of information. For example, some cultures do not emphasize birthdates and that information may not be readily known by the patron.
   • See Checkout.
2. If the patron cannot give identifying information:
   • If the person is age 17 or younger, ask if there is an adult with them at the library who can help with identifying information.
   • Ask if the person can show ID the next time they are in the library.
   • Use factual language. "The information you have given me does not match what I am seeing in the account. Could you bring photo ID with you on your next trip to the library? Then we can get you a new card and you can use the library. For now, you are welcome to use materials in the library and there are some paperback books you can borrow without a library card."
   • Offer to renew, email or mail information, or give an internet guest pass.

   • Set the user profile to 5_UPDATE and add a Comment requiring ID to unblock the account. For example:

     Comment     Patron will bring ID on next visit to replace library card and password. Gave a guest pass today.  SL/HLS 3/8/2020

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.

Return to Confidentiality of patron records -- staff procedures.