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Things to Consider…

Things to Consider…. How does your Library handle homeless customers? Newcomers to the community? Minors in foster care? Seasonal Migratory workers? How often do you meet patrons who have stopped using the library because of late fines?

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Things to Consider…

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  1. Things to Consider… • How does your Library handle homeless customers? Newcomers to the community? Minors in foster care? Seasonal Migratory workers? • How often do you meet patrons who have stopped using the library because of late fines? • What about patrons with mental or physical health issues that make it difficult for them to return materials when they are due? • How often do you have to say ‘no’ to a customer who wants access to Library Service?

  2. Low Barrier Cards- What are they? A card that will enable service to most individuals who do not qualify for a ‘full service’ card. • Minimal/ no Identification requirements • Limited borrowing privileges • No late fines or other fees • All ‘standard’ card privileges to the fullest extent possible • Same physical card for low barrier as ‘standard’ • Low Barrier customers may upgrade to a ‘standard’ membership once they have proof of address

  3. Key Differences: FVRL/VPL FVRL VPL • Expiry at 6 months-can be renewed with or without identification • Available for juvenile customers • No daily fines apply- only replacement fees which will be forgiven when materials are returned • Card does not expire • Available for customers 14+. J card already fine-free/no ID • Improved access for customers with address ID • No fines appear on card. Borrowing privileges suspended when 2+ items are overdue

  4. FVRL’s Community Card: Planning Catalyst: Customer Service to socially excluded populations. Philosophy: • Requiring proof of address, ID and late fines are barriers to library service • FVRL’s Value Statement on Universal Access Working Group: CST Working Group • Researched other library systems • Consulted IT/Support Services • Began staff buy-in campaign • Library Live and On Tour • Newcomers to the Community Proposal: Approved by the board in spring of 2012.

  5. VPL’s Access VPL CardPlanning BACKGROUND • Board Strategic Objectives • Barriers Report (2007) / Services to People Who Are Homeless Report (2010) • Working Group; Public / Staff consultation • Borrowing stats • Recommendations to board – Sept. 2012

  6. VPL’s Access VPL CardRoll Out and Reception • 1 Year Pilot- ‘Soft’ Launch • ‘Wait and See’ approach to anticipated issues • Supporting Documentation; Circ Manual • ‘Train the Trainer’ staff training • Little promotion; Emphasis on Customer Service • Adoption by Community Librarians

  7. VPL’s Access VPL CardEvaluation • Interim evaluation and report at 6 months • 1101 cards issued to Jan. 22; 338 with items out • Generally positive patron & staff reception • Significantly more cards issued at some branches • Financial impact slightly higher than expected • Final report currently in progress • Qualitative evaluation with card users • Qualitative evaluation with staff • Quantitative Evaluation

  8. Resources - VPL VPL Service to Homeless People – Sept. 2010 http://www.vpl.ca/images/uploads/file/pdf/Homeless_Strategy_Mgmt_Report__BDavies_Report.pdf Recommendations for a Vancouver Public Library Low-Barrier Card – Sept 2012 http://www.vpl.ca/images/uploads/file/pdf/Low_Barrier_Card.pdf Access VPL Card Six Month Evaluation – Feb. 2014 http://www.vpl.ca/images/uploads/file/pdf/Access_VPL_Card.pdf

  9. FVRL’s Community CardRoll Out and Reception • Pilot Launch • Supporting Documents/ Issuing Cards • Staff Buy-in and Training • Promotion (Internal/External) • Public Reception-stats and evaluation • Official Launch- November 1st 2012.

  10. FVRL’s Community CardEvaluation One Year Evaluation and Report • Staff Evaluation • Public Evaluation • Statistics Report Recommendations Changes • The Future of the Community Card

  11. Questions? • Please email either Randy or Jacque for supporting documents.

  12. The End Randy Gatley Community Librarian, North East Area Mount Pleasant Branch. 604-665-3963 randy.gatley@vpl.ca Jacquelynne Garden Librarian 1-Information Services Chilliwack Library. 604-732-1941 ext. 233 jgarden@fvrl.bc.ca

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