Region of Waterloo Library to begin using collection agency service

(Waterloo Region) - The Region of Waterloo Library (RWL) has engaged Unique Management Services (UMS) to recover past due library materials and unpaid fines. As of March 1, 2014, UMS will follow up on all library accounts that owe more than $25 in overdue materials or unpaid fines after 60 days. UMS provides specialized service to public libraries and understands that the return of overdue materials is often more important than collecting outstanding fines.

”Recovering lost material means that the Library does not have to purchase a duplicate copy,” says Lucille Bish, Director of Community Services at the Region of Waterloo. “The UMS approach is respectful of the individual patron, but is also cost-effective and ensures that materials are returned for all patrons to use.”

“RWL is not concerned about folks who keep a book or DVD a few days late,” explains Kelly Bernstein, Manager, Information Services. “Life happens, and it’s perfectly OK to be overdue a day or two, here and there. We’re focusing on the long overdue items, and some of the large accounts that are outstanding.” A 2013 spring report estimated that ‘long-overdue’, or items kept for 60 days or more past their due dates, totalled approximately $15,000 in lost revenue with 473 patrons responsible for 644 outstanding items.

Library materials kept by patrons for more than 60 days past the due date are assumed lost. As a result, RWL must purchase a replacement, which puts undue strain on the library’s budget. The entire community loses out when titles cannot be replaced because an item is out of print or no longer available for purchase. “RWL circulated over 420,000 items in 2013 and the vast majority of them came back on time,” says Bish. “However, the few patrons who did keep items for months at a time prevented others from accessing publicly funded shared community resources. We need to be responsible with taxpayers’ money and hold them accountable.”

RWL recently began emailing pre-due “courtesy” notices to remind patrons that borrowed items are due in a few days. Once the due date has passed, the library sends the patron several letters listing the outstanding item(s). Once 60 days have passed, UMS will begin a process of phone calls and letters in an effort to remedy the situation. Ultimately, credit action will be taken on the accounts of patrons who do not respond to UMS’s inquiries. In an effort to help library patrons avoid this situation, RWL will soon begin sending overdue notices by email as well as well as regular mail.

The Region of Waterloo Library’s 10 branches serve residents in the Townships of North Dumfries, Wellesley, Wilmot, and Woolwich.

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For more information, please contact:

Kelly Bernstein, Manager, Information Services, 519-575-4590 ext. 3229