Back In Circulation 2026

Join us to learn about the C.A.R.E.S. framework of customer service, how it can be taught to up-skill staff, and how these skills can be assessed by a supervisor. C.A.R.E.S. stands for communication, accountability, response, empathy, and solution - the key ingredients in patron satisfaction. Learning Objectives: 1. understand the C.A.R.E.S. framework. 2. develop ideas on how to teach the C.A.R.E.S. framework to staff. 3. develop ideas on assessing the efficacy of staff with the C.A.R.E.S. framework.

Regardless of a person's socioeconomic standing, everyone is entitled to use their local library. Charging patrons for an item that was accidentally damaged while checked out to them deters them from using the library. This can be for many reasons, whether it be that they are unable to afford it or for the shame they feel for damaging an item. This feels contradictory to what we believe a library should be advocating for within our community. One way that we felt that we could make a difference would be to enact an accident forgiveness policy. This is a multistep process that made us reassess how and why we sent patrons to collections, added a processing fee, and ultimately, how we kept patrons from using the library.