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Steps of an Incident

The PiC might speak to other PiCs in the building or at another location, including the PX Supervisor, Library Manager, or the SMT PiC if they are uncertain regarding their decision. 

Option A /

Go to the patron/situation and find out exactly what is happening.  PiCs are looking for the facts in each situation.

01 /
Investigate

Using their best judgement, PiCs should think deliberately about the information they have gathered.

02 /
Evaluate
Act 

Implement the decision. 

03 /

PiCs are encouraged to use their best judgment, and balance the situation of the patron with the financial interest of JCPL to create the best patron experience possible.  Any PiC using this value-based approach will be supported by the Library.

Decide

During the investigation/evaluation,

PiCs might discover what the patron hopes is the outcome.  The PiC might provide alternatives for the patron.

Option B/
Negotiate
Consult

All Incidents will include the five steps below.  The order may be different, they may overlap, they may last only seconds, and they may be repeated, e.g. one may consult more than once. The steps are a guide to prompt PiCs through an incident. The Steps should be reviewed when writing an Incident Report. 

04 /
05 /
Report

If appropriate, the Incident Report should be created within 24 hours of the incident. Remember you may consult regarding the drafting of a report.

 Please refer to the Steps of an Incident for later reference or printing.

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