JCU Library Experience Procedures

• Run the Lost list (with contact information) report in ALMA (James Cook University 61ARL_JCU/Reports/Fulfillment)
  • Filter the dates to be the first and last dates of the previous month
  • Select JCUA (JCU Australia)
  • Select Lost item replacement fee
• Export the report to an Excel document.

• Transfer the information into the Lost list.

  • If the account is expired and the email is a staff email account (@jcu.edu.au) change it to their personal account (you will need to “Open for Update”, so it does not get overwritten)  

• Process the pricing:

  • if you cannot find the pricing for an item contact acq@jcu.edu.au via the ticket system to get a price.

  • Fill in each column even if there is no price.

  • Average has a formula (=MEDIAN(U3:X3)) to use all the prices and average it out for the best price

  • Plus $25 will use the results from the previous column and add on the $25 processing charge. THIS IS THE PRICE TO ADD TO THE ALMA ACCOUNT

• Add the fines to the patron account using the Adding the replacement costs procedure.

• Add the date to the “Date fine added to account” column.

• Go back into Patron account - User Details
• Copy the barcode of the lost item
• Go back to user details
• Click on the Fines/Fees tab along the top
• Click on Add Fine or Fee

• Fee Type = Lost replacement fee
• Fee Amount = replacement cost + $25.00
• Item barcode = barcode of the book being billed that you copied
• Add and Close
• Click Save and an email account will generate overnight

• Important - Click Save and an email account will generate & be sent overnight. If you just close account, then the client will not be notified of the charges.
• Important - If account is inactive then change preferred email by clicking Open for Update then editing the non JCU address to show as preferred.

If the fines are not paid/removed by the end of the month it will then be processed through the debt collector procedure. 

If a lost item is returned Damaged, please discuss with Team Leader before waiving any fines.

As the system does not remove the replacement cost automatically when a lost book returned, the Replacement fines will need to be manually waived. When the book is returned from the patron record it will create the overdue charges.

1. Return the items through the return items screen
2. Go to Fulfilment --> checkin/checkout -->  Manage patron services -->  Scan their library card.
3. Waive the LOST REPLACEMENT fines, do not waive the OVERDUE Fines, using the Waiving fines procedure
4. Assist the client to pay the remain overdue fines, As per Paying fines on ALMA procedure. 
5. Save and close

1. Go to Fulfilment --> checkin/checkout -->  Manage patron services --> Scan their library card.
2. Waive associated overdue fees (if they have generated)
3. Assist the client to pay the remain overdue fines. Paying fines on ALMA
4. Copy the Barcode and click on the Ellipse […] choose Delete the loan (If you return it will mark it as missing)
5. Follow the Withdrawing items procedure to remove the item.
6. ADVISE THE LIBRARY EXPERIENCE LIBRARIANS (Currently Kait McMahon), if the patrons has a debt collector note on their account

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 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.

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

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.

 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 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

• Purpose: 
  • Advising ARL of payments, arrangements and and changes:

• ALMA Role
  • Fulfillment Officer

• Responsibility
  • Librarians, Library Experience
• Related Resources:
  • ARLCollect website
  • library@jcu.edu.au inbox (you will need to contact ITHelpdesk to gain access)

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]”