JCU Library Experience Procedures

General Information

• Library borrower accounts expired for 3 years or more in ALMA with accumulated debts of $25 or more are entered in a bad debt report and presented to JCU University Council for write-off approval.
• Supervisor, Accounts Receivable sends an email in April and September to library@jcu.edu.au and Team Leader, Library Experience (Townsville) with timeframe and guidelines. The emails have the designated dates for all JCU accounts to be reviewed by University Council in June and November of that year.
  • The spreadsheet should be prepared, checked and completed by the beginning of May and October (or dates as advised).
• Library criteria for bad debt write-off:
  • JCU student not currently enrolled for 3+ years with outstanding debt of $25.00 or more
  • JCU staff not updated for 3+ years with outstanding debt of $25.00 or more
  • Non-JCU library borrower not renewed for 3+ years with outstanding debt of $25.00 or more
• Fines under $25 are not included in the report and are waived after the Bad Debt Write Off report is generated and approval granted by the Director, Library Services and University Librarian. 

Workflow

• Extract data from ALMA
• Export to Excel
• Create spreadsheets and send to Team Leader, Library Experience (Townsville)
• Send report to Director, Library Services for approval 
• Send approved report to Supervisor, Accounts Receivable for Council review (copy in Director Library Services)

LIST DATES

• Expiry Start Date is the first day after the last end date as in spreadsheet below
• Expiry End Date is 3 years prior to:
  • 30 June for May spreadsheet
    • e.g. May List for 2019 end date is 31 May 2016
  • 30 November for October spreadsheet
    • e.g. October list for 2018 end date is 30 November 2015
• See examples below:
• Key:  

Extract data from ALMA

• Use the Bad Debt Write off Dashboard to run the report. 

Create Bad Debt Write-Off Excel Spreadsheet

• Open working excel spreadsheet (YEAR MONTH Bad Debt Write Off Report List) located on the share drive 
  • R:\LIS_IRS\Library Operations\Bad Debt Write off

Set up excel spreadsheet for Bad Debt Write Off as follows:

• Rename the main tab of the spreadsheet to TVL-CNS
• Create a new tab on the spreadsheet and name it e.g. Singapore (no longer needed as report does not include Singapore)
• Sort by Fine Comment > A - Z 
  • This should sort the majority of fines by location but not all, so some accounts may need to be checked manually. 
• Delete all Statistical Category columns, Location (Fine Comment) and the Fine Fee Creation Date (Calendar) column
• Identify the borrowers for Singapore and move them to the Singapore tab (these will be sent to Singapore to deal with). 
• Return to the TVL-CNS tab
• Sort into borrower types by User Group > A - Z
  • Student, Staff, and Community Borrower
• Insert a blank row between each borrower type section
• Within each section, sort by Remaining Amount  from largest to smallest
  • You may need to copy the headings in row 1 above each section for the sort function to work properly 
• Reorder the columns:
  • A - Primary Identifier
  • B - Last Name
  • C - First Name
  • D - User Group 
  • E- Expiry Date
  • F - Remaining Amount

Fines over $25.00

• Open the file Bad Debt Write Off List Template.xlsx from the share drive R:\LIS_IRS\Library Operations\Bad Debt Write off
  • In the current Year/Month folder on the share drive, save the new template as JCU Library Bad Debt Write Off Month YEAR
• Select all rows with amounts greater than $25.00 from each section in your working spreadsheet and copy to the new template spreadsheet in the correct section (Student, Staff or Community Borrower). You do not need to copy Column A (Location).
• Use AutoSum to total the Remaining Amount columns in each section
• Save and Close the JCU Library Bad Debt Write Off Month YEAR file

Fines under $25.00

• Calculate the totals for all fines under $25 in the working spreadsheet 
• • ex JCU Student under $25 not enrolled for 3 years or more
  • ex JCU staff under $25 not registered for 3 years or more
  • Non JCU Community under $25 not registered for 3 years or more
• Save and close the working file YEAR MONTH Bad Debt Write Off Report List
• Fines under $25 can be waived by Library staff once approved by Director, LIS - this amount does not need to be included in the report sent to Council - advise Team Leader, Library Experience of the total amount in an email to be forwarded to Director, LIS. 

Send the report 

• Send the JCU Library Bad Debt Write Off Month YEAR file to Team Leader Library Experience so it can be forwarded to:
  • Director, LIS

Council Approval

• Once Director, Library Services has approved the Bad Debt Write Off, it will be sent to Supervisor, Accounts Receivable 
• Supervisor, Accounts Receivable will advise when the list has been approved by Council for Write-Off
• Using the working list YEAR MONTH Bad Debt Write Off Report List :
  • Waive the fines on each borrower account in ALMA (see procedure below)
  • Delete Borrower Record of Associate Borrowers (Community Borrower, Alumni etc) in ALMA (see procedure below)

Bad Debt Write-Off in ALMA

• Supervisor, Accounts Receivable will email to advise when the list is approved by Council for write-off
• Using the excel spreadsheet list for Bad Debt Write-Off e.g. JCU Library Bad Debt Write Off Month Year, all accounts on the list for Bad Debt Write-Off can now be waived in ALMA and borrower records deleted

Waiving Fines in ALMA

• Open ALMA
• Location should be {Your Campus}- Circulation desk
• Go to Fulfillment → Checkin/ Checkout → Manage Patron services
• Look up borrower by name - a block will appear, click Override
  • NOTE: If this BLOCKS message does not appear, the account may be CURRENTLY ACTIVE. Check expiry date under GENERAL INFORMATION tab or check HISTORY tab for more information. DO NOT DELETE THESE BORROWER RECORDS. 

• Click on the amount under active balance on the right hand side of the screen - Do not press Pay

• This will bring up the Payment Details screen. Select Waive All

• In the Waiving Reason dropdown, select Write Off and click Waive

• It will bring up a message to confirm

• Click Confirm and the fine will be waived.

Deleting Associate Borrower Record in ALMA

• Once the fines have been waived, you will need to delete the borrower record in ALMA. You will need ALMA Admin role to do this. 
• Open ALMA
• Location should be {Your Campus}- Circulation desk
• Go to Admin → Manage Users
  • Look up borrower account that is to be deleted - do not click on the name to enter the record
  • From the search results page, click on the ellipses …  on the right side of the borrower name → Delete 
  • A Confirmation Message box will pop up - select Confirm. 

Skip to section:

Procedure: 

• Step 1: Generating the Debt Collector list [Processing the spreadsheet]
• Step 2: Sending the Pre-Debt Collector email
• Step 3: When the client pays their fines and/ or returns their items 
• Step 4a: Putting the fines to the Debt Collector (ALMA Processing)
• Step 4b: Putting the fines to the Debt Collector (ARL Processing)
• Step 5: When a patron pay the fine or returns a book after being put to the Debt Collector.

Once a month: The Librarian in charge of debt collection, Library Experience will process any outstanding fines needing to be put to Debt collector.  See dates below for which month to run the report for. 

Step 1: Generating the Debt Collector list

• Use the Debt Collector Dashboard to run the report. 

Processing the spreadsheet

• Open the spreadsheet Current Debt Collector list 2022.xlsx (R:\LIS_IRS\Library Operations\Debt Collector Procedures & Forms\Monthly Debt collection Lists\Current Debt Collector list.xlsx)
• Copy the contents of the Spreadsheet from ALMA into the spreadsheet:
• Sort the list to remove any:
  • ULANZ reciprocal borrowers (save in separate document do not add to Debt collector list yet, Sort by institution)
    • Should be given to Library Experience Team Leader (Rachael McGarvey)
  • Overseas patrons e.g. Singapore or international students living abroad currently (Singapore is already filtered out)
• Go to Fulfillment→ Checkin/Checkout → Manage Patron services and search using their primary identification number in the first column
  • Fill in any missing/ update contact details e.g. address, email, phone number etc... with information from their ALMA account
  • Add any additional fines to the Accruing Fines (OF) column, so that the total to be pu to ARL is the same as what is on ALMA

Check the fine amounts are correct and update the amount on the Excel document to match ALMA.

NOTE IF THE PATRON DOES NOT HAVE AN ACTIVE EMAIL ADDRESS i.e. THEY ARE A EXPIRED JCU STAFF MEMBER, SKIP AHEAD TO STEP 4a+b.

FORMATTING THE SPREADSHEET

• All of the columns below should be filled at this point
• Cells between First Name and Notes should be coloured YELLOW - TBD while they are being processed

Fill out the following fields in the spreadsheet at this point:

*If these do not come through from ALMA they will need to be manually entered.

**If you have previous LOST fines that have been put to debt collector note them in the email. You do not need to send these to ARL again only the NEW fines will be added to ARL

Step 2: Sending the Pre-Debt Collector email

Responsibility: Library Experience Librarian in charge of Debt collections (Currently Jodie Shepherd)

• Create a LibAnswer Ticket with the following details
  • Queue: Library Experience
  • Question: Overdue Charges- [Name of Patron]
  • Question details: Leave Blank
  • Asked by (name): Name of Patron
  • Asked by (email): Patron email address (Please use JCU staff or student email address if applicable)
  • JCU User ID (ie. jcxxxxxx) or Student Number: JC Number/ Borrower Card

• Click create ticket
• The ticket will then be created.
• Find the ticket in the dashboard queue and make sure you have the ticket claimed. 
• To advise the patron if they do not return the items or pay their fines their account will be sent to the Debt Collector either, 
  • Apply the appropriate Macro
    • Pre- Debt Collector email template
    • Pre- Debt Collector email template with overdue fines other than lost replacement fines
  • Fill in the details of the fines, and estimated overdue cost, using the Template for Pre-Deb Collector email spreadsheet to create the tables if needed. 
  • Put the date as two weeks or unless advised otherwise by the Library Experience Team Leader

Please CC' personal email address when sending email each time unless it is not available, many of the patrons who we are send emails to are past JCU members and don't have access to their JCU email accounts.

• Place a note on their ALMA account stating: Pre-Debt Collector Email was sent to Client's JCU email address: RE: Overdue Charges
• Place the following block on their account Advised re charges. In the Notes field add the ticket # so staff can follow up. 
• If the patron:
  • Pays the fines or returns the item continue to Step 3.
  • Doesn't respond by the date, continue to Step 4.

Additional information

• If the patron requests a Invoice see: Requesting an invoice for Debt Collection for how to raise the invoice

FORMATTING THE SPREADSHEET

• All of the columns below should be filled at this point
• Cell colour formats should match as seen below
• Cells between First Name and Notes should be YELLOW - TBD

Update the following fields in the spreadsheet at this point:

Step 3: When the client returns their books and/ or pays their fines

Responsibility: All frontline staff

If the client returns their lost books:

• Return the item
• Waive the lost replacement fines on their account, patron still to pay the overdue fines. 
• Find the ticket # in the blocks tab on their account (see above)
• Go to LibAnswers and search for the ticket.
• Apply the Internal Macro: Debt collector fines paid/ items returned. Remove from Debt Collector list
• Remove anything that doesn't apply.

This will advise the staff member (Currently Jodie Shepherd) processing the Debt Collector fines to either not send them to the Debt Collecting service OR advise the Debt Collecting Service that their account is clear.  

If the client doesn't return their lost books, but pays their fines:

• Process it as the Paying the fee on the account
• Follow the Withdrawing Items procedure to remove it from their account if it hasn't already been removed.
• Find the ticket # in the blocks tab on their account (see above)
• Go to LibAnswers and search for the ticket.
• Apply the Internal Macro: Debt collector fines paid/ items returned. Remove from Debt Collector list
• Remove anything that doesn't apply.

This will advise the staff member (Currently Jodie Shepherd) processing the Debt Collector fines to either not send them to the Debt Collecting service OR advise the Debt Collecting Service that their account is clear.  

Responsibility: Library Experience Librarian in charge of Debt collections (Currently Jodie Shepherd)

Staff processing Debt collector fines  will then go into the Spreadsheet and update the following columns:

• Have they Responded? → YES
• Fines paid?/ Removed → YES
• Date Paid/ fines removed → write the date

Remove notes and blocks off account if they haven't already been removed. Deleting or Editing a Block or Note

FORMATTING THE SPREADSHEET

• All of the columns below should be filled at this point
• Cells between First Name and Notes should be GREEN- SETTLED

Step 4: Putting the fines to the Debt Collector

Responsibility: Library Experience Librarian in charge of Debt collections (Currently Jodie Shepherd)

Note: Have the ALMA account and ARL pages up at the same time so you can finish off each account at the same time.

ALMA Processing:

• If the Client does not respond in the ticket after two weeks, send the Put to debt-collector email and a note on the LibAnswer ticket stating:
  • No response. Patron has now been put to the debt collector. 
  • Close the ticket
• Using the correct details in the excel document, the Library Experience team will need to add the Block and Note to the patron's account to advise them: (See Adding Blocks and Notes for more detailed steps) 
  • Go to Fulfillment→ Checkin/Checkout → Manage Patron services and search using their primary identification number in the first column
  • Click on their Primary Identifier

• Click on the Block tab
  • click on "Add Block" and select the “Put to Debt Collector” Block
  • click Add and Close to add it to the account 
• Click on the Notes tab
  • click on "Add note" and copy and paste the following wording:

• In the pop up box: 
  • Type: Library
  • User Viewable: check Yes
  • Pop up note: check yes
• Click add and close
• Save the account 

FORMATTING THE SPREADSHEET

• All of the columns below should be filled at this point
• Cells between First Name and Notes should be RED- UNSETTLED

Step 4b: Putting the fines to the Debt Collector (ARL Processing)

• Once you have added the details to their ALMA account then you will need to send their details to ARLCollect.
• Make sure that step 1-3 have been completed before continuing this step. (4a can be completed at the same time as 4b)
• Log into ARL
• Login: jcuclients1 – to change this email our ARL account manager
• Password: Lend1ngs1!
• Once you are logged in ARL you need to find or create a debt account for the patrons:

Search in ARL for any existing accounts:

Search for the customer account by name or borrower ID number Click on the link to enter customers account Click on Notes (listed on the right hand side of the page) Click on Add button Complete the form e.g. Lost books returned, amend amount to ($ owing). Ensure box is ticked to Send email to account manager Click Save

To add a new account:

• Click on New Account tab at the top

Using the client information on the Debt Collector monthly spreadsheet, enter the client details one at a time into the New Account tab on the ARL website: Select JAME1015- JAMES COOK UNIVERSITY – LIBRARY. Customer account name – enter full name e.g. John Smith Client Reference No is borrower ID number Relationship will remain Primary Debtor Enter First Name, Last Name Add Contact phone number – preferably mobile. Add contact email address - preferably personal email not JCU email Add Address details Debt is in relation to (please select) – drop down to select School fees Enter debt amount, todays date and borrower number as reference. Click Save

• Continue through the Debt Collector Monthly Spreadsheet list until all clients have been processed (excluding NBS borrowers, refer these to Team Leader, Library Experience).
• Monitor:
  • ALMA 
    • Go to: Analytics → Access Analytics → Shared folders → James Cook University → Reports → Fulfilment → Fines & Fees → Fines Paid. 
      • Transaction Date: Previous Week
      • Fine Fee Status: Closed
      • Fine Fee Type: Lost item replacement fee
      • Sort the list by Transaction Date
• ARL for payments made

FORMATTING THE SPREADSHEET

• All of the columns below should be filled at this point
• Cells between First Name and Notes should be RED- UNSETTLED

Step six: When a patron pays the fine or returns a book after being put to the Debt Collector.

When they pay it to us:

Responsibility: All frontline staff

• If a patron pays their fine or returns their books after being Put to Debt Collector follow the same process that you did in Step 3 to pay the fine and remove the books from their account, please put the information into the ticket. 
• Staff member processing Debt Collector fines (Currently Jodie Shepherd) will then Contact ARL about the accounts

When they pay it to ARL

Responsibility: Library Experience Librarian in charge of Debt collections (Currently Jodie Shepherd)

• Staff check ARL database regularly to check if fines are paid to ARL staff  Checking for accounts paid to ARL & Closed. Follow step 3  

Templates/ Formatting - Formatting the Spreadsheet

Responsibility: Library Experience Librarian in charge of Debt collections (Currently Kaitlin McMahon)

• Create a new tab in the Current Debt Collector list.xlsx (R:\LIS_IRS\Library Operations\Debt Collector Procedures & Forms\Monthly Debt collection Lists\Current Debt Collector list.xlsx) for each new year.

• Add the following columns

• In the Full Name column:

  • type = column with firstname &" "&Column with lastname (e.g. if the firstname is in column C and Lastname is in column B then the formula should appear as = C4&" "&B4)
  • Fill the rest of the columns with the formula.
  • When you enter the names in the column it will then bring then fill the Full Name column (this makes it easier when entering details into ARL’s site)

• Because ARL require you to input each field separately you will need to ensure you are splitting it into the separate columns to do that use the Text to Columns feature in the data tab.

Legend for spreadsheet.

 Requesting an invoice for Debt Collection for how to raise the invoice

• If ARLCollect request a Invoice for a client you will need to contact EDAdmin and ask that they raise an invoice. 

• Forward the debt collector account creation email from ARLCollect to EDAdmin with the Template →  

  • Include each item on the patron's account in a separate line following the format above.

  • In the email also ask for ARL Collect to also be advised, and include the account manager email and delegate email address in the email 

• Jenny will then raise the invoice and send the invoice directly to the patron and ARLCollect. 

• Template:

  Hi Team,

  Could you please raise an invoice for (Patron name) they have requested it through ARLCollect. 

  Their details as they appear on their ALMA library account are as follows;

  Contact details
  JC Number
  Name
  Position	Academic Staff Non-Academic Staff Student Community
  Preferred address
  Preferred email
  Preferred phone
  Fine details
  Type of charge	Lost Item replacement fee Overdue fee
  Book Details	Title:
  	Author:
  	Call number:
  	Barcode:
  Charge	Price

  ARLCollect have also requested a copy of the invoice could a copy be sent through to:

  ARLCollect account manager email:	brisbanearl@arlcollect.com.au
  ARLCollect delegate account email:	ARL Collect Pty Ltd arlcollect@arlcollect.com.au

  Kind Regards

  (Insert signature)

Advising ARL of any payments receipted through JCU Library

• Log into ARL 
• Login: jcuclients1– to change this email our ARL account manager
• Password: Lend1ngs1!
• Search for the customer account by name or borrower ID number (JCnumber)

• Click on the link to enter customers account
• Click on Payments (listed on the right hand side of the page)

• Click on Add button

• Enter the debt amount paid and select the date of payment. Please note: the Payment Method will need to remain as “Direct to Client”.

• Click Save

Advising ARL of Part Payment arrangements

• Log into ARL 
• Login: jcuclients1– to change this email our ARL account manager
• Password: Lend1ngs1!

• Search for the customer account by name or borrower ID number

• Click on the link to enter customers account
• Click on Arrangement (listed on the right hand side of the page)

• Click on Add button. Please note: Updating or adding an arrangement will inactivate any existing arrangement on the account

• Arrangement Type – drop down and select Payment plan – Client
• Fill in Installments information

• Click Save

Add note to account / advise account manager of changes

e.g. When client returns LOST books and pays overdue fines

• Log into ARL 
• Login: jcuclients1– to change this email our ARL account manager
• Password: Lend1ngs1!

• Search for the customer account by name or borrower ID number

• Click on the link to enter customers account
• Click on Notes (listed on the right hand side of the page)

• Click on Add button

• Complete the form e.g. Lost books returned, amend amount to ($ owing).

• Ensure box is ticked to Send email to account manager
• Click Save

Advising ARL of changes made VIA email.

If you are advising ARL of any changes to Patron's fees e.g. changes in fee amounts, paid accounts or advising them that accounts can be closed;

• Make sure that you have the Library email account set up on your computer.
• Go to the DEBT COLLECTOR folder and search for the name of the Patron or the reference number (JCnumber/ Student number)

• Once you have found the account Click the Reply All button to respond to the account Manager and ARL's generic accounts email addresses.

• Use one of the Macro messages below filling in the details as necessary.
• Send the message. 

To be actioned weekly

• Log into ARL 

• Login: jcuclients1– to change this email our ARL account manager
• Password: Lend1ngs1!

• Click on Click here for a more advanced search

• Select Client name – James Cook University – Library
• Scroll down Account status type and select PAID
• Tick Include Closed Accounts

• Select Show all from the Account status type: drop down box
• Click on Search Button
• Report will display all Paid Closed accounts
• Click on Export to CSV

• Select column F (Close date) and sort Newest to Oldest

• Open ALMA
• Go to Fulfilment → checkin/checkout → Manage Borrower information
• Copy # in Your Ref field (Student borrower #) and paste in search bar

• Check in ARL account amount should be same as what is owing in ALMA current blocks SELECT Pay, add note – PAID TO ARL TRUST & DATE PAID – YOUR INITIALS and click on OK

• Delete Debt Collector block and any other non-money blocks

If there is a lost book to be taken off a patron's account please send through to jodie.shepherd@jcu.edu.au and she will remove the item.

Removing Lost books of patrons accounts: 

• If the client’s debt includes the replacement cost for a lost book then once all fines have been removed, then you will need to delete the lost item from their list of loans.
• Make sure that you choosing: Loan Display: All loans.

• Click on the ellipse […] and select Delete Loan

• Confirm delete loan, the item will now be made Missing.

• Go to Fulfillment → Scan in items
• Work Order Type = Withdrawn
• Set Statues To = Lost

• Scan in barcode
• Go to Fulfillment → Monitor Requests & Item Processes
• Request/Process Type >Withdrawn
• Select Request date: Up to three days ago

• Click on the ellipsis […] >Edit

• Ensure ‘Do not pick from shelf’ box is ticked
• Add a Note “Lost book paid for. [date]”