In this unit, we will explore the handling of emergencies and behavior problems.
While handling emergencies is not technically reference, quite often emergencies are reported via chat or at the reference desk, so you should know how to respond.
Always report emergencies to your supervisor or library administration. If time allows, ask them how to handle the emergency at the time, However, some circumstances demand immediate action on your part. In that case, you can report the incident to your supervisor later.
Make sure these numbers are available near your work station:
Public Safety Dispatch 404-413-3333 (This is 33333 on an internal phone)
Mental Health assistance - Students on all campuses can make an appointment with the Counseling Center by calling 404-413-1640. You can also call Public Safety for immediate intervention for mental or physical health issues.
Note: Call GSU Public Safety Dispatch instead of 911 for police matters. Local police will simply refer the issue back to GSU Police, delaying the response.
There is a Alertus Panic Alert icon on your work station computer desktop (See image below). Know where it is and how to use it. You may wish to pin it to your taskbar or keep it open as you work. (Just clicking on the icon does not send an alert.)
The printable chart below gives a basic summary of emergency situations, although you will need to work with your supervisor to identify locations specific to your campus. Remember though, to call GSU Police instead of 911.
Talk with your supervisor about how to handle emergencies at your location and locations for various emergencies as you complete the Emergency management worksheet. You will want to know:
For minor medical issues, such as paper cuts or mild headaches, you may offer the patron band-aids, ice, or other non-medical treatments, but do not give them actual medications such as antiobiotic ointment or any kind of pills. It is also best not to offer any medical advice to patrons because this puts you and the university at risk of liability. Let public safety handle medical treatment.
In the event of a fall or other accident, ask everyone who witnessed the accident to stand by while you call public safety. They are likely to want to ask the witnesses for their account of the accident for a report.
Overflowing toilets, power outages, light bulbs burned out, leaks....these are all issues with library facilities
The preferred method of handling issues with library facilities is to contact the appropriate person in the library (usually the manager or the business administrator) and let them handle the issue.
However, there are times in the evening and on weekends when no such person is available and the issue cannot wait. In that case, you may contact GSU facilities and ask them to see to the issue promptly. The website on the panel to the right is the facilities request page. You may also contact them at:
Facilities Contact info:
If they are not immediately available and the issue is urgent, or if the issue also constitutes a public safety emergency, such a slick floors, you may contact Public Safety.
If the entire campus closes due to inclement weather or other large issue, the library also closes. Typically, the university website will put up a banner about the closing that impacts all University webpages. If time allows, change the library phone message to indicate that the library as well as the rest of the university or campus is closed. Also, place signs on the door to that effect.
If there are issues with the library that merit closure, such as extreme temperatures due to HVAC failure, there are specific rules in place about who can authorize closure of the library.
For issues involving public safety, Public Safety is authorized to evacuate and close the library.
For issues that do not relate to public safety, but may otherwise merit closure (extreme heat for example), you must get permission from the Associate Dean (Tamika Barnes) or Dean of Libraries (Jeff Steely) to close the library.
It's very rare that we get patrons intentionally causing problems on chat. When we do, it's usually just a bored student.
If you get one, your options include:
If you do need to block an IP address, please email Jason Puckett to let him know. Since GSU IP addresses get reassigned to other computers on campus, we don't leave them blocked for longer than necessary.
We frequently get complaints about noise or other patron behavior (not following guidelines about face masks, social distancing, etc.) through chat. Here's the procedure:
Verify the campus and location of the problem.
For Atlanta Campus complaints (AC 5th floor is designated quiet space in both buildings):
Send an email to the Lib Concerns list, (libconcerns@gsu.edu). Include a descriptive subject line like Noise Complaint. This email goes to library administration, department heads and supervisors in public services units at all six campuses, special collections, and facilities.
