NOTE: While new carpeting is being installed at the Oshtemo Branch Library, access to some materials may be unavailable. Thank you for your patience.

Code of Service

All library patrons are entitled to prompt, attentive, and courteous service by knowledgeable staff.

  • All patrons are welcome and will be served equitably.
  • Staff will make eye contact, greet others and speak in a friendly manner whether at a service desk or within library spaces.
  • Staff will actively listen to patrons, exhibiting empathy and restating the problem or question.
  • Staff will verify with patron that their needs have been met.
  • Staff will be consistently trained and informed of library-wide procedures and processes that impact service.
  • Staff will uphold library policies in a professional manner.

All library patrons are entitled to a staff able to meet their needs. 

  • Staff will strive to provide positive solutions to patrons’ service requests.
  • Staff will be able to answer general questions relating to other service departments.
  • Patron interactions will be properly documented and consistently communicated.
  • Staff members attend to patrons’ questions or concerns and, if applicable, refer them to the next appropriate level.

All library patrons are entitled to easily accessible collections, programs, and services.

  • Staff will demonstrate a general understanding of library organization, library events, and collection locations.
  • The library will utilize accurate and effective communication tools.
  • Staff members know who to contact for special service needs.
  • Collections will be organized and well maintained.

All library patrons are entitled to clean, comfortable, safe and well-maintained environment.

  • Staff members know how to implement emergency procedures.
  • Staff will take ownership of simple building and grounds care issues.
  • Staff members understand and apply library Rules of Conduct.
  • All of these services will be provided in accordance with the KPL Anti-Harassment Policy.