PATRON GRIEVANCE POLICY
Purpose: The Patron Grievance Policy addresses patron complaints regarding library services, materials, procedures, policies and staff conduct. Library policies and procedures have been developed to provide fair and efficient service to all individuals. Persons who have experienced difficulties with a library service, policy or staff member are encouraged to discuss those concerns with library staff. Library staff will attempt to resolve issues as quickly and fairly as possible. A patron may request to file a formal grievance if the issue cannot be resolved. Formal grievances are filed as follows.
Patron Grievance Procedure
A patron who wishes to file a formal grievance about a library policy, procedure or service should submit a written complaint to the Slayton Library Board of Trustees. The written complaint should include the date of the complaint, the name, address, email address and telephone number of the individual making the complaint and a detailed explanation of the issue.
If a patron finds the behavior of any employee of the library to be unacceptable they are encouraged to relay the incident to the Slayton Library Board and to fill out a “Patron Grievance Form”. The staff member involved will also be required to fill out the same form. The Slayton Library Board will review both sides of the issue at their next regular meeting and determine what action, if any, should be taken. The patron will be informed of the decision and what action was taken regarding the incident.
A patron expressing concern over library materials are encouraged to discuss their concerns with the Library Director or circulation staff. If a patron wishes to challenge the material further it is requested the patron fill out the “Statement of Concern about Library Resources form. The director and staff members will review the material and file written comments regarding the appropriateness, literary merits and adherence of the material to the library’s mission. All the information will be shared with the patron, along with the director’s written decision as to the disposition of the challenged material. If concerns still remain, the patron may request in writing that the Slayton Library Board of Trustees review the information. The decision of the Board shall be final.