Day: September 12, 2014

According to Student Disability Services, Norma Santos should be told go to SDS if she is having any problems with her school work.  (See earlier posts from today.)  Calling the police in this particular case was fine; especially due to the concern about her own welfare.  We should not be giving her service beyond what we provide to our other patrons.

Beau reported that a women was stuck in Elevator 8 around 1:10 PM. By time he got there at 1:15 the elevator started functioning normally. He said it was called in.

I’m going to contact Student Disability Services to see if they can enlighten us about Norma Santos.  I’ll be in touch with staff at the Circ desk.

 

At 7am I received a call from Norma Santos (806958900) about a circuit books that was selected to be sent to IVS by mistake. She actually called yesterday and talked to Tia and said she didn’t want the book. But today she said she did and said the library is playing games with her and that she had spoke to Claire, Tia, Bill, and someone in reference services about the item and about getting help in general and got no where. The conversation started civil and her distress and anger started to grow exponentially to the point that Beau could hear our conversation while standing near the Reserves staging area.

Towards the beginning of the conversation I told her there must have been a miscommunication with Tia because Tia was under the impression she didn’t want the book anymore and wanted it cancelled. I also told her that I would call over to IVC to have her book sent back and I would call and email her when it had arrived. She never seemed to grasp the fact that I was going to help her. She was very upset and said we are giving her the run around because she voices her opinions and that we do not like her. She said she came to the desk and Claire said her book was on its way (it probably was in transit, but no one noticed the pick-up location). She said the next few times she came in she asked for help finding a book in the stacks because she could not see and she is old and is afraid of falling and hurting her self while standing on a stool getting a book. She said Bill stepped in a told her no, we do not provide that service and she needs to hire a secretary or someone to retrieve her items (I tried to tell her that we usually do not provide help searching in the stacks, but that we have a searching service and that student disability services would also provide that service and help her with anything else.) She went on about how the student disability services said she doesn’t have a disability and would not help her. She was crying and screaming into the phone, breathing heavily and was tying all of these situations together and saying the campus is against her and something about we could kill her or something along those lines. It was becoming hard to understand at that point and few seconds later she hung-up. the conversation was about 10-15minutes with the last 5 minutes yelling, screaming, and crying and i couldn’t get a word in to try to calm her down and help her. I apologized and few times and reinforced the fact that I really want to help and that I was here to help her, but nothing worked to calm her down.

Because she was so distraught and talking about death and us trying killing her at the end of the conversation I decided to call public safety to report it. I was concerned she might injure herself. I gave them all of the information I had from her record and told them what happened. They said they will try to contact her and do a welfare check.