Question about payment plans for library customers

[Meg Albee]

Hi there, 

My lead clerk, Keri, is doing some research on how different library systems handle customer payments, especially for high-balance accounts. If you have a moment, would you reply back to Keri and I and answer the following questions?

1) Do you allow payment plans? (i.e. customers can resume privileges if they agree to pay down a balance over time).

2) How do you manage and/or track your payment plans?

3) Do you have a collection agency (Unique) or collections process? How is this impacted by payment plans? 

Thank you so much! 

Megan Albee 

Borrower Services Supervisor

Denver Public Library: Central

10 W 14th Ave. Pkwy. Denver, CO 80204

O: 720.865.1329

mal...@denverlibrary.org

denverlibrary.org

[Kristin Farr]

Hi! 

Responses below:

1) Do you allow payment plans? (i.e. customers can resume privileges if they agree to pay down a balance over time).

Yes. Instructions follow. 

PAYMENT PLANS​

​​All overdue items must be returned before a payment plan may be negotiated.  However, if the patron has lost the item(s) a payment plan may be established.
 

• Negotiate payment plans for patrons with fines of $50.00 or more since this is the minimum amount of fines patrons can carry before being sent to Collections.
   
• The minimum monthly payment is $5.00
   
• Patrons are allowed to checkout while on the payment plan as long as they meet the established monthly payment obligation and new fines are not accrued.
   
• Once the agreed upon payment plan has been established insert the particulars in the Message field.
• Patron agrees to pay $5.00 dollars per month starting on 02/28/2014 until PIF
  staff initials/library location/date
   
• Change the P-Type to 31

2) How do you manage and/or track your payment plans? 

There's no great mechanism for this besides running reports in Sierra. The assumption is if the patron wants to use the library enough to set up a payment plan, they will continue to make payments to do so. Staff have to enforce the agreement verbally, upon seeing the message in the account 

3) Do you have a collection agency (Unique) or collections process? How is this impacted by payment plans? 

We use Unique for collections. Because we change the patron type on the account, accounts with payment plans don't go to collections. 

KRISTIN FARR

(She, Her, Hers)

Patron Experience Coordinator

Patron Experience: Design

303.235.5275

 

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From: 'Meg Albee' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
Sent: Tuesday, September 23, 2025 11:42 AM
To: cl...@googlegroups.com <cl...@googlegroups.com>
Cc: Kerilee Earl <ke...@denverlibrary.org>
Subject: [EXTERNAL] Question about payment plans for library customers

 

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[Tim McClelland]

Hi Megan-

 

Boulder Public Library District follows a process very similar to Jeffco. The only difference I see is that we will set up a payment plan for any amount, if the patron indicates an interest. We don’t submit folks to Unique Collection below $50, but would set up a plan if they have a single lost or damaged item.

 

Best,

 

Tim McClelland

Public Services Department Manager

 

Pronouns: he/him

O: 983-888-0554

mccle...@boulderlibrary.org

 

Boulder Public Library District

1001 Arapahoe Ave | Boulder, CO 80302

www.boulderlibrary.org

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[Cindy Martin]

At Arapahoe Libraries payment plans may be negotiated with any patron who owes more than they feel they can pay at one time. When working with a patron on payment plans, we follow the process below:

• All overdue items must be returned before a payment plan can be negotiated.
• While exceptions and alternative plans may be agreed upon, ask the patron for 1/3 of the balance for an initial payment.
• Arrange for a schedule to pay the balance (i.e., $5-$10 each check out until the balance is paid).
• Emphasize that to continue receipt of services, no new fees/charges can accumulate until the current balance is paid.
• Insert a Message in the patron record. (Read the message to the patron for clarification and agreement. For example: Patron payment plan: Agreed to pay $5 per check out. Okay for check outs as long as no new fees/charges accumulate. sd/ko 06/15/06)Waiving Fees/Charges

CINDY MARTIN

Coordinator of Lending Services

CLCN Chair

A R A P A H O E L I B R A R I E S

Pronouns: She, her, hers 

303-542-7279 x12715

cma...@arapahoelibraries.org

 

 

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From: 'Tim McClelland' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
Sent: Tuesday, September 23, 2025 12:44 PM
To: cl...@googlegroups.com <cl...@googlegroups.com>; Kerilee Earl <ke...@denverlibrary.org>; mal...@denverlibrary.org <mal...@denverlibrary.org>
Subject: RE: [EXTERNAL] Question about payment plans for library customers

 

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[Garboczi, Beth]

Hi there,

Aurora is as follows:

1) Do you allow payment plans? (i.e. customers can resume privileges if they agree to pay down a balance over time).

We do allow payment plans on any amount. As far as resuming privileges it really depends on the situation; what I'll often do is limit the patron to a certain number, usually 5, that they can check out at a time while they are paying down their fees. 

2) How do you manage and/or track your payment plans?

It involves a note in their account, and any payments made towards the balance are noted in their transaction summary. They also need to have a conversation with a supervisor, who then passes that information on to me (or they just talk to me).

3) Do you have a collection agency (Unique) or collections process? How is this impacted by payment plans? 

We use Unique. It's pretty easy; I just look up the patron in Unique's database and suspend their account. This will ensure that they are not being reached out to by Unique while they are on a payment plan with us.

Beth Garboczi (she/her)

Library Circulation Supervisor

Library & Cultural Services Department | City of Aurora

Office Hours: Monday–Friday, 9:15 a.m.–6:00 p.m.

Phone: 303.739.6629

Facebook | Twitter | Instagram | Nextdoor | AuroraTV.org

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From: 'Cindy Martin' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
Sent: Tuesday, September 23, 2025 1:32 PM
To: cl...@googlegroups.com <cl...@googlegroups.com>

Subject: Re: [EXTERNAL] Question about payment plans for library customers

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