HPL Access and Shared Use Policy
Hartford Public Library (HPL) is committed to maintaining a safe, welcoming, and
accessible environment for all. This policy outlines expectations for shared use of library
spaces and how staff will respond when behaviors impact safety or equitable access.
Customers are expected to follow HPL’s Code of Conduct Policy, established by the Board
of the Hartford Public Library, while on library property.
HPL staff will employ trauma informed strategies, de-escalation techniques and restorative
or supportive interventions before imposing a suspension. Suspensions will be issued
based upon the administrative procedure and suspension guidelines detailed below. In its
commitment to supporting young people, HPL supports the use of Restorative Practices
(RP), which is a model of engagement that recognizes the developmental, social and
emotional needs of youth and seeks to avoid or reduce suspensions for youth.
Behaviors that pose a threat to the safety of others, result in damage of equipment or
spaces, or are illegal will require the customer to leave immediately and may result in an
immediate notification of suspension from all HPL locations.
Behaviors that impact access and shared use may result in the customer being asked to
leave the premises followed by subsequent notice of suspension from all HPL locations.
• Asking someone to leave for up to 7 days may be decided and implemented by the
Security Manager and Public Service Managers/Supervisors.
• Suspensions of greater than 7 days must be approved by the President/CEO. The
customer in question will remain suspended from all HPL properties until a decision
on the duration of the suspension is made.
• Employees are empowered to apply Restorative Practices with youth as outlined in
the procedures detailed below.
HPL Access and Shared Use Procedures
Employees are to address customer behavior(s) that impact adherence to the Customer
Code of Conduct in the following manner:
• Offer your name and ask their name.
• Have a conversation with customers when a behavior that may impact shared use is
observed or reported.
• Offer up the request using language like “Would you mind...(option to correct
behavior)? Ideally address the behavior so as not to embarrass the customer, i.e.
away from other customers, using a low voice...
• Customers should be given an opportunity to respond.
Tips to support the situation from escalating:
• Give options
• Smile
• Be sincere
• Stay calm and polite
• Listen to and understand
• Choose your words carefully
• Don’t rush the situation
• Tap out with another colleague if you feel your emotions are heightened along with
the customers
If the behavior continues after staff have provided guidance and options, provide the
customer with another reminder that they would have to leave if they don't self-
correct. Your tone of voice should convey that you are sorry if ultimately, they are asked to
leave.
Resources for staff:
Please refer to Niche Academy for relevant resources related to trauma-informed practice
and the catalog of Ryan Dowd’s web training. The training, “Kicked Out: How to Ask
Someone to Leave (without calling the police)”, offers excellent tips and training on how to
engage customers during potentially difficult situations.
• Warnings and suspensions issued to customers should be witnessed by another
employee.
• Employees that witness or are involved in incidents should complete a security
incident report for each incident that results in a suspension. The customer’s
information and details about the incident, including date, time and location,
should be recorded in the report.
• Employees should attempt to identify the customer receiving the warning and/or
suspension by name. If additional information can be obtained, such as mailing
address, telephone number and library card number, employees will record that
information in the security incident report.
If the suspended customer’s identity is known and they have a library account, a block will
be placed on the customer’s account with duration of suspension. The block is to be
removed after the customer’s suspension ends. This is only necessary for suspensions of
seven (7) days or more.
Customers suspended for thirty (30) days or more will be mailed (if identity and address are
known) or hand delivered a suspension notice summarizing the behavior, its impact on
library use and the duration of the access limitation.
Restorative Practice
Restorative Practices (RP) offers a model to increase engagement with youth and build
community by repairing harm through alternatives to punitive suspension.
a. Youth still in high school and younger, who violate the Code of Conduct may
be eligible to participate in RP. Some behaviors, such as those involving
illegal activity or those deemed especially harmful to others, library property
or the customer themselves, may disqualify a youth customer from
the option of RP. Public Service Managers and
Security Managers/Supervisors will be consulted in these instances.
b. Youth who are suspended for more than one week will be given a “Returning
to the Library” notice. This notice will inform the customer of their
infraction(s), the duration of their suspension and available options to
reduce the suspension by participating in designated RP.
c. Staff will work with youth to determine the appropriate RP activities, such as
conversations to understand harm done, reflections of impact, peer talking
circles or conferences with a parent/guardian. Further guidance can be found
in the Restorative Practices Service Expectation.
d. If the suspended youth chooses to participate in RP, employees will
determine appropriate next steps to make elected RP activities available to
the customer. Youth may decline participation in RP and opt for the original
suspension period.
e. If a youth elects RP but is unable to complete RP activities, the original
suspension period will remain in effect. Suspended youth may
still participate in core library activities, such as homework help and after
school snacks, at the discretion of the Manager or their designee.
Rights of Redress:
Any customer who has lost access to HPL spaces has the right to appeal their suspension
using the following process:
a. The customer should contact the Chief Administrative Officer (CAO) by email or by
hard copy mailed to or delivered to the CAO’s attention to 500 Main Street, Hartford,
CT 06103 to initiate an appeal. The Customer should explain the reasons for the
appeal and include any additional information they want considered during
review. The email address for submitting the appeal is provided on the suspension
notice sent to the customer.
b. In consultation with the Community Safety Manager, Social Worker, and Chief
Operating Officer, the CAO will consider the appeal and advise the customer of their
decision within seven (7) business days. Notice of the decision may be delivered via
telephone, mail or email.
c. If the appeal is denied, the customer has 7 business days to further appeal the
decision to the Chief Executive Officer (CEO).
e. The CEO will consult with the CFO/General Counsel and consider the appeal based
on the information on file and advise the customer of their decision within seven (7)
business days. Notice of the decision may be delivered via telephone, mail or
email.
f. The CEO’s decision will be considered final. HPL’s failure to meet any of the
deadlines set forth above shall not invalidate a suspension.
g. The incident report and the customer’s account (if applicable) will be updated to
note that an appeal was made and the final decision regarding the suspension
duration.
Suspension durations are guided by the level of impact on safety and shared access, the
duration or intensity of the behavior, and responsiveness to staff guidance. The
seriousness of the infraction and/or repeated behaviors that impact access and shared
use may warrant a longer suspension than that indicated in the suspension guidelines, up
to and including permanent suspension. Any of these impacting behaviors may result in
being asked to leave the premises immediately for the remainder of the day or
week. Adjustments to the suspension guidelines may be considered minors or
those participating in RP.
Levels of Impact on Access and Use of Space
The following table is not an exhaustive list, and other behaviors may be subject to review
and consideration. The Library reserves the right to adjust these timeframes as needed
based on the details of the incident and extenuating circumstances.
An incident report must be submitted by an HPL manager / safety officer for any impacting
behaviors identified as incidents within this document.
Suspension durations are provided as guidelines only. The actual duration of any suspension will be
determined at the Library's discretion based on the severity of the incident, the frequency or recurrence
of the behavior, prior incidents, and any other relevant factors. Hartford Public Library reserves the right
to impose a suspension period that differs from the guideline durations when circumstances warrant,
up to an including permanent suspension from all Hartford Public Library locations.
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