[OPLINLIST] Special Needs Patron

[Susan Pieper via OPLINLIST]

Hello All:
We serve a rural population of about 19.5K through our main library, three
branches and one bookmobile. The immediate service area of the main library
is less than 4K. One of our regular patrons has a special need. She is
hearing impaired and tries to communicate with loud mono-syllabic sounds.
We welcomed her over a decade ago, helping her acquire a library card,
providing referrals as she needed, and developed our own communication
technique. Lately, however, I see a team member spending hours sitting by
her actually typing for her, or in the latest case, trying to log in to her
new tablet device. There was an error on some end and even my tech guru
could not figure it out.

We suggested she take it back home and charge it fully and we will try
again.

Question: With a very small and limited staff, how long do you sit with any
patron and help them with (fill in the blank) before you simply cannot help
anymore? We try to refer, but she keeps insisting because she has a rapport
with us. My team is kindhearted and do not say they can't help her, but I
see them sitting an hour or two by her side with nothing being accomplished.

Their supervisor has informed them not to spend so much time, help her and
then tell her frankly, that is all they can do, and walk away. She does not
take advice about other avenues of help.

I know this is a convoluted way of asking, but I'm just interested in new
phraseology or practices when you have a persistent "needy" patron (I hate
how that sounds).

Thanks in advance,
Susan
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*Listening on Audio Book: Tom Clancy Point of Contact (A Jack Ryan, Jr.
Novel) by Mike Maden*
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*Susan Hill Pieper, M.S.L.S.*
*Director/Librarian*
*Paulding County Carnegie Library*
*205 South Main Street*
*Paulding, Ohio 45879*
*(419) 399-2032 - Voice   (419) 399-2114 - Fax*
www.pauldingcountylibrary.com
https://www.facebook.com/PauldingCountyLibrary
<https://www.facebook.com/PauldingCountyLibrary?ref=hl>
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