January 2021

If the patron cannot give 2-3 pieces of identifying information

If a patron does not have a physical library card, they can present ID or give 2 (youth or someone who may not be able to give more information) to 3 (adults) pieces of personal information to identify themselves on the account. 

If a patron cannot give 2-3 pieces of 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 type 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 11/8/2017

See Confidentiality Application, if the patron is present

If a person only wants personal information or the password from the account

A person who presents a library card and is requesting personal information or to reset the password only, and who does not know the account holder's name or is not helping the account holder use the library, cannot access account information.

• If the person asks questions like these, but will not tell you what transaction they want to do or give any other indication that this is their card or that they are helping someone use the library, this person cannot access the account.
  • “Whose card is this?”
  • “I found this card, whose is it?”
  • “What is the email/PIN/address on this account?”
• Ask if they would like to register for their own library card or review their existing account.
• Offer to keep the card, but do not insist.
• Set the user type to 5_UPDATE and add a Comment requiring ID to unblock the account. For example: 

Comment    ID required to update patron type. Account may have been accessed by another person. Replace library card and password, if necessary. CL/TDL 12/1/2018

• Refer requests for personal information to the Library Director's Office at 503.988.5403.

See Confidentiality Application, if the patron is not present