Public Libraries NSW – Home Library Services Working Group Activity Hazard Recommended best practice New members joining the Home Library Service Must provide permission to enter private property Breach of privacy legislation1 which sets standards for dealing with personal information Clients with dementia may forget they have given permission to enter private property Include a privacy statement on HLS application forms Include a clause on the membership form for HLS members to give permission to an authorised library representative to enter their premises. E.g.” I……………., the owner and/or occupier of……………… give permission for any duly authorised Library representative to enter these premises for the purpose of delivering library services.” Store client records appropriately Must provide emergency contact details Client may be discovered injured or sick and requiring assistance Emergency contact may be difficult to reach Ensure the emergency contact is aware that the person has joined the library service and that deliveries will be made to the home May have to meet eligibility requirements (e.g. doctors certificate ) Carers may not be able to provide a doctors certificate to prove eligibility The HLS policy should provide an entry point for carers who are housebound due to their caring responsibilities 1Privacy and Personal Information Protection Act 1998 (NSW)
Public Libraries NSW – Home Library Services Working Group Activity Hazard Recommended best practice Difficult / distressed clients Many housebound clients can experience variations in their behaviour due to illness, degenerative conditions, medication, isolation and loneliness Staff /volunteers may encounter a client who is disorientated Staff / volunteers may be assaulted verbally or physically by a client or member of the public Ensure staff and volunteers have received basic training in appropriate responses when they encounter disorientated / difficult clients Ensure staff and volunteers are aware of any clients identified as being difficult due to known conditions [e.g.dementia] Ensure incidents are reported to the supervisor and recorded. Where appropriate the emergency contact may need to be notified Carry mobile phone or other device e.g. Duress Alarm to enable immediate call for assistance if required Deceased clients Staff / volunteers may encounter a client who is deceased when they call in to deliver items Staff / volunteers may be affected emotionally by the impact or encountering a deceased client or losing a long term client Library materials may be lost when clients effects are dispersed Ensure staff and volunteers have received training in appropriate responses when they encounter deceased clients [i.e. contacting the police, ambulance, informing the library manager or OIC] Ensure staff and volunteers who have been affected are appropriately debriefed by library management / council HR and have access to the employee assistance program if further counselling is required Ensure a policy is in place re: HLS staff attending funerals for clients Ensure a policy is in place re: writing off items that are lost when clients are deceased / moved into alternative accommodation.