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After considerable consideration and research, the Jefferson Parish Library administration has made the following changes to its “claims returned” policy.

red arrow As of Friday, March 11, 2011, all new “claims returned” requests will be managed as follows:  Library customers who believe they have returned items that are still on their record can be given extra time to locate up to a maximum of three (3) missing items.  Library staff, upon request, will make an item “claims returned.”  The customer will then have 120 days to search for the item(s) at home, in their car, etc.  Library staff will also be actively searching during the same period for the item(s) within the library system.  If the item is not found within the 120 days, its status will be changed from “claims returned” to “lost” and the customer’s account will be billed for the cost of the item and a $5 handling fee.
red arrow Any items listed as “claims returned” prior to March 11, 2011, will follow a similar procedure.  The customer’s account will be unblocked and library staff will “reset the clock.”  The customer will then have 120 days to search for the item(s).  Library staff will also be actively searching for the item(s) during this same period within the library system.  If the item is not found within the 120 days, its status will be changed from “claims returned” to “lost” and the customer’s account will be billed for the cost of the item and a $5 handling fee.
red arrow If the library user finds the item, s/he should return it to any library branch where it will be checked in and the “claims returned” will be removed from the customer’s account.  If a member of the staff finds the item on the shelf or elsewhere, it will be checked in and the “claims returned” will be removed from the user’s account.

We know this change may irritate some library users because it is retroactive.  I apologize for this in advance.  Studies in other libraries across the country have found that about 90% of “claims returned” items are found, either by library staff or more commonly by library customers.  In the short time since our policy change was enacted, quite a few items have been returned by library customers or found by staff.  We are delighted that these items are once again available for the enjoyment of all library users.  The “claims returned” status universally used by libraries was never intended to absolve customers of their responsibility for lost items.  Rather, it gives everyone – customers and library staff alike – additional time to search for missing items.

 

We appreciate your patience and understanding.

Lon Dickerson, Library Director

 


rev. 3/11

 
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JEFFERSON PARISH LIBRARY  •  4747 West Napoleon Avenue  •  Metairie, Louisiana 70001-2310
Admin. Phone: (504) 838-1100  •  Admin. Fax: (504) 838-1110  •  Renewal Line: (504) 885-8588
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