Patron Complaint Resolution

It is the policy of the Board of Trustees that all patrons should have an opportunity to present service and/or materials selection complaints through a dispute resolution or grievance procedure. The administration and/or the Board of Trustees will attempt to resolve promptly all complaints that are appropriate for handling under this policy.

An appropriate complaint is defined as a feeling of dissatisfaction concerning any interpretation or application of a service, facility, or materials selection policy by administrators, supervisors, or employees. Such matters may include but not be limited to:

• A belief that library policies, practices, rules, regulations, or procedures are detrimental to the community or to library service to the community, or are improper or unfair.
• Treatment considered unfair or improper by any employee.
• Alleged discrimination because of color, race, sex, age, religion, national origin, marital status, or disability.
• Selection of material deemed illegal by courts or improperly selected through the materials selection process.

Patrons must file a complaint or request for review of material with the immediate administrative staff member, or in cases involving that staff member, with the Director, in a timely fashion for any complaint appropriate for handling under this policy. As used in this policy, the terms “timely fashion”, “reasonable time”, and “promptly” will mean five working days.

Patrons or citizens are not to be penalized or treated improperly for proper use of this resolution process. However, it is not considered proper if a patron or citizen abuses the procedure for purposes of harassment or by repeatedly raising complaints that a reasonable person would judge to have no merit.

The complaint resolution procedure has a maximum of three steps, but complaints may be resolved at any step in the process. Complaints are to be fully processed until the patron is satisfied, does not file a timely appeal, or exhausts the right of appeal. A decision is final whenever a patron does not file a timely appeal or when a decision is made on the final step and the right of appeal no longer exists.

Patrons who feel they have an appropriate complaint should proceed as follows:

• Step One — Promptly bring the grievance to the attention of the immediate supervisor. In the case of a citizen’s request for reconsideration of material, a proper form provided by the library must be filled out and presented. If the grievance involves the supervisor, then it is permissible to proceed to step two. The supervisor is to investigate the grievance, attempt to resolve it, and give a decision to the patron in a reasonable time. The supervisor should prepare a written and dated summary of the complaint and proposed resolution for file purposes
• Step Two — Appeal the decision to the Library Director, if dissatisfied by the supervisor’s decision. Such an appeal or initial complaint must be made in a timely fashion in writing or on appropriate forms. The Director will in a timely fashion confer with the patron, the supervisor and/or any or all parties involved, investigate the issues, and communicate a decision in writing to all parties involved.
• Step Three — Patron may appeal decision by Director to the Board of Trustees.

Final decisions will not be precedent setting or binding on future complaints unless they are officially stated as library policy.

Time spent by employees in complaint resolution discussions will be considered hours worked.