by the Access Services Council Claims Returned Working Group: Stephanie Movahedi-Lankarani, Amy Pfeffer, Barb Lessig

Claims returned issues are one of the most frequent questions that library staff receive at a circulation service desk. The Claims Returned Materials training bulletin guides library staff through the streamlined Claims Returned procedure and includes information on how to determine if a claim should be made, searching for claimed materials, and answering common patron questions related to items they believe they have returned to the library.

The training bulletin includes sections on making a Claims Returned claim, processing claims submitted in person at your service desk, and processing system-generated search requests. It also includes a Claims Returned FAQ section, tips on searching for claims returned materials, email templates for use in communicating with patrons, and a flowchart of the claims returned procedures.

Training Bulletin #46 can be found at: https://www.libraries.psu.edu/psul/access/intranet/minsaccesscouncil/trainingbulletins.html