FCPL announced today that, effective September 3, patrons will be required to wear masks and that eating and drinking in the libraries will be suspended. We shared this announcement on Facebook, Instagram, and on our library homepage. A story will also be included in tomorrow’s @FCPL Newsletter. Many of our patrons do not have internet access or use social media, so staff are encouraged to let them know of the upcoming changes in your regular face-to face interactions this week.
We know this is going to be a welcome announcement for some, and an annoyance for others. Leadership and Branch Managers have had extensive conversations about how to handle situations that may arise, and while most of these interactions will be handled by a branch supervisor, we wanted to pass along some strategies in dealing with potential situations.
Beginning Thursday, there should be a staff member at the entrance of each branch welcoming visitors to the library, at least for the next few weeks, most likely a supervisor for at least the first week.
Staff should look at their role as to inform visitors of our new requirement, not to be the gatekeeper. If a patron decides not comply we will not be denying entrance, as we want to avoid unnecessary confrontations. Having a mask requirement will certainly increase the percentage of visitors wearing masks, as we believe that most will comply with the requirement, but we need to understand that at times there will not be 100% compliance with the requirement, either because of a legitimate exception provided by the visitor, or because they choose not to comply.
The manner in which you speak to patrons is just as important as the words you use, especially if they are resistant to the new policy. Wear a smile (that can be detected even when you’re wearing a mask) and keep your tone light. We’re not trying to antagonize anyone or change anyone’s mind; our purpose is to make visitors aware of a new requirement of which they may not be aware.
When unmasked patrons are entering the building
- Suggested language: “Thank you for visiting the library. We now require that face masks be worn by all visitors ages 5 and older.” Give masks to patron.
- If the patron complies, suggested language: “Thank you.”
- If the patron offers a reason why they can’t or won’t wear a mask:
- Listen to the reason. If it falls under one of the exceptions in the Governor’s executive order (provided for those who have difficulty donning or removing a face mask without assistance, those who have a bona fide religious objection to wearing a face mask, or those who have a bona fide medical reason not to wear a face mask), that is absolutely fine.
- If the patron’s reason does not fall under one of those three reasons, suggested language: “I’m very sorry but we do need to be consistent in applying the mask requirement. We offer services that don’t require patrons to wear masks, such as curbside pickup or remote use of the eLibrary, but visitors to the library branches are now required to wear masks.”
- If the patron complies, suggested language: “Thank you.”
- If the patron does not comply, advise them that staff will not be able to assist them with face-to face interactions if they are not wearing a mask. Do not block the patron from entering the library.
Should staff call law enforcement if patrons do not comply with the mask requirement?
We have spoken with the Forsyth County Sheriff’s Office about our new requirement. We will not call law enforcement for a passive act of noncompliance or resistance, such as not wearing a mask. However, if there is a larger behavior issue happening, with a patron becoming belligerent or threatening, that would be a reason to call law enforcement. Their role is not to enforce mask requirements, but to assist with situations that could become unsafe for staff or patrons.
How do I judge how old a child is and if they need to be wearing a mask?
Utilize the language above that says that visitors ages 5 and older are required to wear a face mask. You don’t need to police ages; let the adult visitor in the group take that role. If you are talking with an older child or a teen without an adult present you can use the same language you would with an adult. If a parent says that their child is 5 or older but they’re not comfortable making them wear a mask, don’t press it. Continue to emphasize that family groups should stay together.
Should we ask unmasked patrons in the building (not at the entrance) to put on masks?
It depends on the context. If they’ve already spoken to a staff member about masks, there’s no reason to have a second conversation. However, if they wore a mask through the entrance and took it off while inside, offer a gentle reminder. Suggested language: “Just a reminder that face masks are required during the entire visit.”
How do I handle a patron who complains about another patron who is not wearing a mask?
Suggested language: “Thank you for bringing to our attention. It could be that the other person falls under one of the exceptions to the mask requirements, but we appreciate your letting us know.” Explain what the exceptions are if asked. Check with colleagues, especially those in the greeter role, to see if they have already spoken with the patron who is not wearing a mask. If the patron has already been informed of the rules, you don’t need to speak with them again.
How do I handle a patron who is not wearing a mask correctly?
Suggested language: “Thank you for wearing a mask to help keep others safe. Please make sure that it covers both your nose and mouth so that its use will be effective.”
May patrons remove their masks to eat and drink in the library?
If the libraries allowed food and drink consumption, then we would be required to allow patrons to remove their masks to eat and drink. However, we are suspending the library’s current Food and Drink Policy to no longer allow eating and drinking in the public areas of the library at this time. Staff members should limit their eating and drinking to staff areas or temporary break locations such as study rooms.
Should staff approach patrons who are eating or drinking in the library?
Yes, politely inform patrons that our policy no longer allows eating and drinking in the public areas of the library at this time and ask them to finish their refreshments outside the library building.
These are just some of the expected situations that may arise, but don’t hesitate to speak with your supervisor if a different situation arises. Ask for help and share your experience – this is uncharted territory for all of us. And, as always, thank you for everything you do to serve our patrons and co-workers.
No comments:
Post a Comment