Problem Box
Definition: Personal items that are returned accidently inside a library case or empty library cases.
Process: If a patron accidently returns a personal disc/DVD in a library case or returns an empty case, an Aide will fill out a blue problem box slip, place slip within the item, and place item at the customer service desk.
Customer service desk personnel will attempt to contact patron, fill out the bottom half of the blue slip, place the item or empty case into a Ziploc bag, then place into problem box.
Patron should be contacted a total of three times; once when discovery of wrong item/empty case is made, a second attempt at 30 days, a final attempt at 60 days.
If item is still in the problem box at 90 days, remove from the problem box and give item/case to Amber or J.Butler.
Lost & Found
Definition: Personal items left behind in the library.
Lost & Found Items
When a lost item is turned in, there are 2 possible places to put it:
1) Small items (such as keys, wallets, cellphones, etc.) are kept in the drawer above the Inside Book Drop.
Make an effort to call patrons when a wallet is found. Check to see if patron is in Polaris. If not, the wallet should be walked over to the Police Department. If a patron is aware of their lost wallet and is unable to come in to pick it up before the close of business, please store wallet in the safe. Leave a note for next day staff.
2) Medium & large sized items (such as gloves, hats, belts, toys, books, jackets, etc.) are kept in a plastic bin under the CSDesk printer.
Please note that Benicia School textbooks or school library items should NOT go in regular lost and found but to the school box, a clear plastic bin located in the right-hand alcove above the Green Reference bookshelf. If a patron is looking for a textbook or school library item, remember to look in this bin. Library staff should take items to the school district office so they can get to the appropriate school library.
Lost Library Cards
Definition: Cards that are not attached to keys that are left behind.
Process: Attempt to contact patron. Attach note to card with patron name, date found, and if you contacted patron.
Put note in patron’s account stating “Lost library card, placed in Lost library card box (date)”
Place library card into Lost Library Card box under the patron’s last name.
*Match a photo ID with the patron's card. Once patron retrieves their card, remove the note from patron’s account.
9/14/23 ak F:\Library\Customer Service Desk 2023\Problem Box - L&F.docx
