The Library Board of Directors of Hartford Public Library (HPL) establishes rules for public behavior on library property to promote the safety of customers, employees, and volunteers. Customers are expected to abide by HPL’s Code of Conduct Policy while on library property. Customers who do not abide by HPL’s Code of Conduct Policy are subject to being suspended from all HPL properties. Suspensions will be issued based upon administrative procedure and suspension guidelines developed and regularly reviewed by the President and CEO or her designee based on the general terms:
• Asking someone to leave for up to 7 days may be decided upon and imposed by Security Management and Public Services 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.
• In its commitment to supporting youth, 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. The Library may employ Restorative Practices with youth who have violated the Code of Conduct in lieu of a suspension.
Procedures
All HPL employees have a role in supporting and communicating with customers regarding the Library’s Code of Conduct. Employees are to address customer behavior that violates the Customer Code of Conduct in the following manner:
Level 3 Mild Violations
Mild Violations may not result in an immediate notification of suspension. These violations are behaviors which may go against our code of conduct and need to be corrected.
• Have a conversation with customers when improper conduct is observed or reported. Offer your name and ask their name.
• 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 a chance to respond to the allegation.
Tips to support a 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.
• Your tone of voice should convey that you are sorry if ultimately, they are asked to leave.
If, after giving the customer a chance to respond while using the tips above, the customer does not want to cooperate with the request, employees should notify a manager or safety staff member to provide the customer with another reminder that they would have to leave if they don't self-correct.
Resources for Staff:
Please refer to Niche Academy where there are many relevant resources related to trauma- informed practice and the catalog of Ryan Dowd’s web trainings. 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.
Level 1 or 2 Violations
Level 1 or 2 Violations are those that pose a threat to the safety of the individual, others, or are illegal and will result in immediate notification by a manager or safety staff member that the customer must leave without being provided a chance to respond to the allegation or a verbal warning. Additionally, a customer who has been given a prior warning for improper conduct or has been previously suspended for improper conduct may be asked to leave by a manager or safety staff member immediately if engaged in similar behavior.
• Warnings and suspensions issued to customers should be witnessed by another employee.
• Employees that witness or are involved in incidents should notify a manager or safety staff member. The manager and/or safety staff member will complete a security incident report for each
incident that results in a suspension. Any employee who witnesses or has knowledge about the incident will be expected to assist in completing the report (i.e. identifying the customer, phone number, library card number, etc.). The customer’s information and details about the incident, including date, time and location, will be recorded in the 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 a suspension notice informing them of their infraction(s) and the duration of their suspension if their identity and mailing address are known. Suspension notices will be completed, mailed and filed by Administration when the duration of the suspension has been determined.
Restorative Practices (RP) offer a model to increase engagement with youth and build community by repairing harm through alternatives to punitive suspension. Further guidance can be found in the Restorative Practices Service Expectation document.
• Youth still in high school and younger, who violate the Code of Conduct may be eligible to participate in RP. Some infractions, 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 Services and Security Managers/Supervisors will be consulted in these instances.
• 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.
• Under the general direction of a manager, staff who serve youth may be called upon to 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.
• If the suspended youth elects to participate in RP, managers 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.
• If a youth elects RP but fails to participate in or properly complete such 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 snack, at the discretion of the Manager or their designee.
Rights of Redress: Any suspended customer has the right to appeal their suspension using the following process:
• The customer should contact the Chief Administrative Officer (CAO) to initiate an appeal by mailing the request to the Hartford Public Library, ATTN: CAO 500 Main Street, Hartford CT 06103. The Customer should explain the reasons for the appeal and include any additional information they want considered during review.
• In consultation with the Community Safety Manager, Social Worker and Public Services Director, and CFO/General Counsel, the CAO will consider the appeal and advise the customer of their decision within fourteen (14) business days. Notice of the decision may be delivered via telephone, mail or email.
• If the appeal is denied, the customer has seven (7) business days to further appeal.
• The customer may further appeal against the decision to the Chief Executive Officer (CEO).
• The CEO will consider the appeal based on the information on file and advise the customer of their decision within fourteen (14) business days. Notice of the decision may be delivered via telephone, mail, or email.
• 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.
• 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.
Suspensions will be determined in general accordance with the guidelines set out in the table below. The seriousness of the infraction and/or repeated violations may warrant a longer suspension than that indicated in the suspension guidelines. Deviation from the suspension guidelines may be allowed for infractions committed by minors or those participating in RP. The following table is not an exhaustive list, and other behaviors may be subject to review.
Suspension Durations
DONATE
Phone: (860) 695-6300
