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1.1. LCLS Claims Returned Policy

NOTE: A downloadable copy is also attached.

Lackawanna County Library System Claims Returned

Policy Overview:

The Lackawanna County Library System allows patrons to claim that they have returned materials when the circulation system indicates that the materials are still checked out to them. This policy acknowledges that staff members occasionally err in checking in items from a patron's record. This option should only be used when the patron is absolutely certain they have returned the materials and have notified the library within 21 days of the date due.

 

Procedural Overview:

The item should be marked “claims returned” using the date the patron reported it claims returned.  The owning library will receive reports at three intervals after the item was marked claims returned; Day 1, Day 15, and Day 30. Upon receipt of these reports, staff members should check the shelves for the items. If the item is not found within 30 days from the date due, the patron will be submitted to Unique Management.

Procedures:

    1. If a patron indicates that they have returned items which, according to the circulation system, are still checked out to them, the staff member will mark the charge “claims returned” and enter today’s date.
    2. On the following day, the items will appear on the owning library’s “Claims Return Day 1” report. A staff member will search the shelves for the items.
    3. If the staff person finds the items in question, the items will be checked-in from the patron's record. All incurred fines will be expunged.
    4. Patrons will be informed of the status of their accounts the next time they check out material or when they check their account on-line using the “My Account” features found on the LCLS web page (www.lclshome.org).
    5. If the Claims Returned charges remain unresolved, they will appear on the owning library’s “Claims Returned Day 15” and “Claims Returned Day 30” reports. The shelves should be checked again. If the staff person finds the items in question, the items will be checked-in from the patron's record. All incurred fines will be expunged.
    6. A Claims Returned charge will be removed from a patron's record only if the item is located either by the patron at home or by staff at the library and subsequently checked-in.
    7. The library maintains, as a part of the patron's record, the number of “claims returned” charges the patron has reported over the life of his account.


Revised 5/18/2019

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