Multnomah County Library PIC basics
Our overall goal is to help people use the library while maintaining a safe, secure and welcoming environment. There are positive and proactive Think Yes! solutions to most PIC issues. However you are responsible for keeping the library's atmosphere as free from disturbance as possible by issuing warnings and exclusions as needed. In the short-term, customer service may suffer in order to make the library a safe and welcoming environment over the long term.
Many PIC issues have multiple solutions. Library staff may make exceptions to some library rules, except for confidentiality, residential requirements, internet filtering and legal requirements - don't hesitate to consult another PIC, LSL, manager or one of the resources listed below.
Personal and staff safety should always be your approach when dealing with (potentially) volatile situations.
PIC roles and responsibilities
- Be present and ready to engage in public areas.
- Explain rules and policies to patrons; solicit patron cooperation and compliance.
- Actively build and maintain positive connections and relationships with patrons. The PIC is responsible for ensuring excellent customer service and for addressing customer complaints.
- Practice equitable and inclusive behavior in this role by understanding the purpose of and being ready to use culturally appropriate, trauma-informed, and de-escalation approaches in interactions.
- Respond to situations that impact the safety of a library space, including but not limited to: issuing patron exclusions or assisting security personnel in doing so, contacting emergency services, responding to presence of law enforcement, and others.
- Ensure any workplace safety hazards are promptly addressed and/or reported.
- Prepare and post incident/accident reports promptly and with efficient use of language and detail.
- Serve as a point person in emergency or disaster situations (e.g. fire, threats, water main bursts, etc.).
- Perform or delegate Information services opening and closing duties, and make sure Access services staff opening and closing duties are completed.
- Maintain workflow and service levels at a location. This includes making sure there is sufficient staffing for customer service and workload, adjusting schedules as needed, securing replacement staff, directing staff to appropriate work assignments, documenting staff performance issues to be shared with the location leader, and addressing questions in the moment.
Questions or unusual events?
- The PIC/On-call binder found in your location
- Lisa Canavan: 503.969.5356 (Mon-Fri 8:00-5:00); John Cabrera: 503.969.1677 (Mon-Fri 7:30-4:00)
- Central PIC: 503.969.3839
- Building related emergencies: Facilities Dispatch x83779
- Difficult circ issues or large fines: Check with the circ mentor at the branch. You may also talk to contact center staff at x85123 or e-mail help@multcolib.org. Patrons may call the Contact Center directly at 503.988.5123
- Major incidents, requests from police or others for library records (including video records) and issues that may attract media attention: Library Director or her designees