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Training your staff
Review of your library’s security policies
Before practicing how to respond to alarms, staff should be familiar with the library’s security policies as they relate to theft of
materials. To help staff stay informed of security measures, your policy should be in writing and kept with your training kit
along with any other procedures you follow.
It is particularly important for staff members to know what procedures the library follows when theft is suspected or when it
is necessary to contact a local law enforcement agency.
A critical phase of staff training concerns the proper steps to take when the security system alarm sounds. The value of tact
and courtesy when handling this delicate situation cannot be overemphasized. Your staff members should receive as much
preparation as possible to make them feel comfortable. With the proper training, your staff will be more likely to effectively
deal with patrons who activate the alarm.
What to do when the alarm sounds
The following steps are suggested procedures only. We recommend that all staff develop a complete understanding of the
library’s policies and follow them as directed. The response should be consistent for all patrons caught in an alarm. It is also
important that staff become familiar with state and local laws governing patrons’ rights and responsibilities.
Responding to Alarms
Responding to alarms is a sensitive situation but can be handled confidently and effectively as long as your library has
established procedures and your staff members are fully trained in following them.
First, don’t panic. Remain calm and courteous. You can’t be positive that the person who triggered the alarm is stealing. Never
accuse anyone of theft by word, by facial expression, or by tone of voice. The alarm may have been triggered accidentally,
so always respond in a positive, non-threatening manner.
Alarm Scenario 1
The library staff does not desensitize a tagged item when checking out the patron’s materials, or the patron accidentally
removes marked materials from the library.
After asking the patron to return to the counter, a typical response might be, "Excuse me, did I forget to check out one of your
items?" or "Did you perhaps pick up one of the library’s books with your own things?” These are courteous questions, and
they don’t accuse the patron of theft. Be sure to smile and ask the questions in a friendly, non-threatening manner.
Process and desensitize all items again. If you discover an item that hasn’t been properly checked out, never accuse the patron
of stealing. Simply act as if the error was an oversight—it more than likely was. If the patron causes the alarm to sound again,
follow the policy that your library has established for possible theft of materials.
Alarm Scenario 2
A patron denies having any library materials or runs out of the library after sounding the alarm.
Follow your library’s policy for theft.
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