Public Service Policies

Purpose Statement:

The Oakville Public Library (OPL) is committed to providing services, resources, programs and facilities in ways that are accessible to everyone in the community. Each member of the community, including persons with disabilities, has equal access to OPL facilities and services. The Library strives to provide services in a manner that is guided by the following principles:  dignity, independence, integration, equal opportunity.
This policy provides a framework for compliance with the requirements of the Accessibility for Ontarians with Disabilities Act (AODA), the Ontario Human Rights Code and addresses specific areas required by the Integrated Accessibility Standards Regulation associated with the AODA.

The standards are:

OPL follows the Town of Oakville (Town) Accessibility Policy and related procedures and is included in the Town’s provincial compliance reporting and the multi-year accessibility plan including the annual status updates. As such, many of the required standards are already addressed under the Town’s Accessibility Policy and procedures. This policy details library specific standards.
 

Scope:

This policy applies to employees, volunteers, as well as any other persons that provide goods, services or facilities on behalf of OPL.
 

Policy Statement:

OPL complies with the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) and the associated Integrated Accessibility Standards Regulation and the Ontario Human Rights Code.
On an ongoing basis, OPL makes every reasonable effort to establish, implement and monitor policies and services that meet or exceed the legislative requirements and are in alignment with the Town of Oakville and OPL’s strategic values.
The following sections detail OPL specific standards in addition to those already outlined in the Town of Oakville Accessibility Policy and related procedures:

Service Animals
Persons entering a library facility may be accompanied by a service animal. When employees cannot easily identify that an animal is a service animal, they may ask the person to provide documentation such as a letter from a regulated health professional confirming the person requires the animal for reasons relating to their disability. If documentation is not immediately available, the person and the animal will be allowed to access the library for the current visit and asked to bring documentation for future visits. 

Support Persons
OPL welcomes support persons who accompany an individual with a disability when accessing library services, resources, programs and facilities and will ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.

The Library may require a person with a disability to be accompanied by a support person when on the premises. Before making the decision to require a support person, the Library will consult with the person with a disability to understand their needs, consider the health and safety of the person with a disability and the health and safety of others on the premises.

A support person, when assisting a person with a disability will be permitted to attend a library program or event at no charge where an admission fee is applicable.

Temporary Service Disruptions
OPL will make every reasonable effort to provide notice of a planned disruption of library services to the public including information about the reason of the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available. In the event of an unplanned disruption, notice will be provided as soon as possible.

Notice will be given to the public by posting the information at a conspicuous place on the affected premises and by posting the notice on the library’s website and by such other method as is reasonable in the circumstances. OPL has a procedure outlining the steps to be taken in case of a temporary disruption of service and, upon request, will provide a copy of the document in an accessible format to any member of the public.
 
Communication and Feedback
OPL will notify the public about the availability of accessible formats and communication supports as applicable. OPL is committed to providing access to or arranging for access to accessible materials where they exist including library reports, policies and any other documentation available to the public upon request. The Library website and web content is accessible according to the appropriate Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
OPL has a process in place for receiving feedback from the public and welcomes feedback about the delivery of services to persons with disabilities. Feedback can be provided through the following methods:

• Phone  905-815-2042

• In person at any of our branches

• In writing (mail)  - 120 Navy St, Oakville  ON  L6J 2Z4

• Email -  oplreference@oakville.ca

References:

• Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11
• Integrated Accessibility Standards O. Reg. 191/11
• Accessibility Standards for Customer Service O. Reg. 429/07
• Human Rights Code, R.S.O. 1990, c. H.19
• Town of Oakville Accessibility Policy and related procedures
• Oakville Universal Design Standards

Definitions:

Accessible formats may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Accessibility standard means an accessibility standard made by regulation.

Communication supports may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Disability means,
(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
(b) a condition of mental impairment or a developmental disability,
(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
(d) a mental disorder, or
(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service animal:  an animal is a service animal for a person with a disability:
(a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
(b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support person, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
 
Definitions retrieved from:

• Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11
• Integrated Accessibility Standards O. Reg. 191/11
• Accessibility Standards for Customer Service O. Reg. 429/07

Policy Number: OP-011
Policy Category: Operations
Approved by: OPL Board
Accountability: Chief Executive Officer
Approval Date: 
Effective Date: September 23, 2022
Next Review Date: September 2025
Supersedes:               

View the complete policy document here (PDF)

Policy Number:           PS-005
Policy Category:         Public Service
Approved by:    OPL Board
Accountability:    Chief Executive Officer
Approval Date:            January 28, 2021
Effective date:             January 29, 2021
Next Review Date:       2024
Supersedes: Collection Development Policy: June 27/13, Sep. 23/10, Jan. 22/09, Nov. 24/05, Dec. 12, 02. (Motion #: 13.06.56, 10.09.74, 09.01.08, 05.11.114, 02.12.146)
Access to Collections Policy: September 23/10, Jan. 22/09, Nov. 24/05, Dec. 12/02 (Motion#: 13.06.56, 09.01.08, 05.11.114, 02.12.146)
Responsibility for Selection Policy: June 27/13, Sep. 24/09, Feb. 23/06, Jan 2003 (Motion#: 13.06.53, 09.09.81, 06.02.24, 03.02.20)

Purpose

The Oakville Public Library is a community place and our goal is to deliver an excellent library experience in the most respectful manner. Oakville Public Library encourages positive behaviour in line with the library’s vision, mission, and values as outlined in the Strategic Plan. Library staff are committed to providing a supportive, safe and welcoming environment for all library customers, staff, and volunteers.

Scope

This policy applies to all library customers, staff, and volunteers anywhere the library conducts business, whether on library or Town property, in other community spaces and virtually through our website, digital platforms or social media channels. It is applied in conjunction with the Respectful Conduct Policy and RZone Procedure and other related library policies.

Policy Statement

To ensure a positive experience for our library users, library staff commit to:

Purpose

To ensure that Oakville Public Library (OPL) protects the personal information and privacy of its customers in compliance with the Municipal Freedom of Information and Protection of Privacy Act, R.S.O 1990, Chapter M.56 (MFIPPA) and Canada’s Anti-Spam Legislation (CASL).

Scope

This policy applies to all personal information provided by customers to OPL in writing, electronically or in-person.

Definitions

Personal information: identifiable information about an individual such as name, phone number, address, email, date of birth, financial transaction, etc. Exceptions are defined in the MFIPPA.

Spam: an electronic message sent without explicit or implied consent of the recipient.

Policy Statement

In the course of collecting personal information to conduct its business, the OPL will comply with the Municipal Freedom of Information and Protection of Privacy Act, R.S.O 1990, Chapter M.56 (MFIPPA) and Canada’s Anti-Spam Legislation (CASL).

The library collects personal information under the authority of the Municipal Freedom of Information and Protection of Privacy Act for the purpose of conducting the library’s business which may include, but is not limited to: fines and fees, holds, overdue and renewal notices, room rentals, programs, general communication and fundraising.

The library will clearly state the purpose for collecting any personal information before such information is collected and will obtain consent for that use.

Obtaining a library card implies the individual’s consent to authorize the library to collect personal information for the purpose of conducting the library’s business which may include fines and fees, holds, overdue and renewal notices.

Obtaining a library card implies the individual’s consent to authorize the library to send electronic notifications regarding personal borrowing and transaction activities using their preferred method. The library will also use electronic means to promote services, programs or share information. The library will seek the individual’s consent before sending promotional electronic messages. The library will provide options to individuals to easily unsubscribe from promotional messages change their preferences at any time.

The possession of a physical library card or access to the card in digital format implies consent for the holder to pay fines or pick up materials on behalf of the card owner, but does not allow access to any library account information such as materials checked out on the card. 

Personal information shall be collected using only legal and lawful means and its collection, use and storage will be limited to that which is necessary to conduct business for the purposes identified by the library.

Use and disclosure:
Personal information shall not be shared, used or disclosed for purposes other than that for which it was collected, except with the consent of the individual, exceptions outlined in this policy or as required by law.
Library account information can be shared only with the account holder, or with the person who
has lawful custody of the individual for a person who is less than 16 years of age, or with
someone holding Power of Attorney for the specified individual.

Personal information may be shared with agencies and companies working within the scope of their duties on behalf of the library and in compliance with this policy. 

Any disclosure of personal information to law enforcement officials must be approved by the CEO. Exceptions can be made in compassionate circumstances where the manager in charge may disclose information in the case of a missing person where time is of essence.

Retention:
The library retains records of library transactions identifying specific individual’s use of the library for as long as the cardholder remains active. Inactive accounts with no outstanding balance are deleted after 2 years.

Accuracy:
Every effort will be made to maintain customer information complete and up-to-date. Customers are responsible for identifying changes in personal information such as name, address or contact information.

Personal information shall be protected from unauthorized access by safeguards that are appropriate for the sensitivity of the information collected. Customers should report immediately any lost or stolen library card to reduce the risk of potential unauthorized access to their records and protect their information.

The library will ensure that its Privacy Policy is enforced by all library staff members as well as third party organizations or agencies that have legitimate access to such information in support of conducting the library’s business.

Questions regarding the collection and use of personal information can be directed to: CEO, Oakville Public Library. The library will apply Privacy by Design principles in technology, business practices and physical design to protect customer privacy when conducting library business to provide services to the public.

References

Municipal Freedom of Information and Protection of Privacy Act, R.S.O 1990, Chapter M.56
(MFIPPA)

Canada’s Anti-Spam Legislation (CASL)

Policy Number: OP-008
Policy Category: Operations
Approved by: OPL Board
Accountability: CEO or Designate
Approval Date: June 24, 2021
Effective date: June 25, 2021
Next Review Date: June 2025
Supersedes: Confidentiality of Customer Records Policy

Purpose

Scope

Policy Statement

Purpose Statement

The purpose of this policy is to set the framework for public access to the internet for all library customers, including equitable access to technology containing the internet, while maintaining a welcoming and supportive environment free from discrimination and harassment, and ensuring usage conforms to all applicable laws.
 

Scope

This policy applies to staff and members of the public that use Oakville Public Library’s (OPL) internet services (wired and wireless networks), digital devices and technology.
 

Policy Statement

The internet enables OPL customers to connect to ideas and information from around the world while offering access to many valuable local, national and international resources. OPL provides internet access (wired and wireless) in all branches through library-supplied public access desktop computers, laptops, tablets, and digital devices. In conjunction with the Town of Oakville, OPL provides free access to its “Public Wireless” network following the user’s acceptance of the Town of Oakville’s Public Access Terms and Conditions. By agreeing with these terms, OPL is able to provide secure and equitable access to this technological resources.

Internet users are further subject to all the applicable federal, provincial, and municipal legislation and by-laws that regulate internet use, including, but not limited to, provisions of the Criminal Code regarding obscenity, child pornography, sedition and the incitement of hate. Use of Library’s internet services for a purpose or action that is, or the library reasonable believes to be, contrary to the law or any of the Library’s Rules of Conduct or policies is prohibited. Library computers cannot be used for illegal, unethical, or criminal purposes or for access to unauthorized areas. The library assumes no responsibility for infringement of copyright and other intellectual property rights. The library will block sites that are in violation of the above laws and does not take responsibility if the customer is using personal network/data within any of our properties. 

OPL offers an array of filtered access but assumes no responsibility for the accuracy and effectiveness of any installed commercial filter nor any liability in the event the filter is not 100% effective. Filtering on selected computers is intended to block sexually explicit, or hate, material. Public awareness and parental guidance remain key to making the best possible use of internet resources. Parents/adults are responsible for any child in their care and their use of digital devices and services, including the use of the Creation Zone equipment, the internet, and wireless access through personal or library-provided devices. Parents/adults are responsible for any damage or loss that may result from a child’s use of technological resources, including access privileges to materials or online content they deem appropriate. OPL cannot and does not act in place of, or absence of, a parent or legal guardian and is not responsible for enforcing restrictions which a parent or guardian may place upon a minor's use of this technology. On its website, www.opl.ca, OPL includes links to websites that provide guidance on internet safety.

Users must not install, modify, delete or download software onto library computers or alter or misuse the hardware in any way. The library will not be held liable for the security of users' equipment or software, privacy of online transactions, service interruptions, or for any direct or indirect claims for damages arising from access to internet services. The library cannot guarantee access to any or all software, programs or resources. Digital devices, services, and work tables are located in public areas and are shared by library customers of all ages, backgrounds, and sensibilities. Users are asked to consider other library customers when accessing or using public or personal resources within the library, and to refrain from displaying or creating content that may be considered offensive to others. By using the library's services, the customer agrees to abide by existing policies, guidelines, terms and conditions.

Staff will respond to complaints or observed incidents of misuse by any customer. The library will invoke consequences for failure to observe and comply with the Internet Access and Acceptable Use Policy. Complaints about illegal content will be passed on to the police.
 
Definitions

Digital Devices — Electronic devices provided by the Library for use by the library customers, such as laptops, computers, tablets, printers, projectors, Creation Zone equipment, coding robots, self-checks, sorters, OPL Express, et cetera.
 
Digital Services — Electronic services provided by the Library such as high-speed internet, wireless access, printing, 3D printing, computer training, et cetera.

Filter — Software designed to control access to access to information on the internet.

Intellectual Freedom — Refer to the Library Board's policy dated June 28, 2012 https://www.opl.on.ca/about/policies/intellectual-freedom.

Internet — The internet is a global system of interconnected computer networks carrying an extensive range of information resources and services, such as the World Wide Web and the infrastructure to support email.

Wireless — Technology that allows an electronic device to exchange data wirelessly using radio waves over a computer network.

Policy Number: PS-002
Policy Category: Board Manual, Public Service Manual (Sect. 5.22)
Approved by: OPL Board
Accountability: Director, Innovation and Integration
Approval Date:           
Effective date: April 2023
Next Review Date: April 2026
Supersedes: April 2020, November 28/13, Sept. 25/08, Sept. 23/04, Nov. 27/03, Oct. 29/98(Motion #: 13.11.111, 08.09.82, 04.09.236, 03.11.131, 98.64)   

Purpose:

The purpose of this policy is to guide the development and delivery of inclusive, community-based, high quality programming; to support Oakville Public Library’s (OPL) mission, vision and values; and to preserve the library’s commitment to providing universal access to lifelong learning opportunities.        
   
The policy provides an overview of programming at OPL and what the public should expect when participating in programs. The policy also ensures that partnering organizations and external facilitators understand the library’s objectives and abide by its expectations. Furthermore, this policy provides the framework to guide library staff in the development and delivery of programming as well as a method for members of the public to bring forward concerns around a specific program.

Scope:

The policy applies to all programs, including partnership, virtual, internal and external programs. Partnerships are governed by the Partnership Policy.

Programs are defined as coordinated activities that are facilitated by a library staff member and/or external subject matter expert that have been developed according to clearly defined learning objectives and outcomes.
This policy does not apply to OPL events developed for special purposes like promotional events, fundraising, and/or events offered by other organizations or individuals on OPL premises where space is rented under the terms and conditions of the Room and Space Rental Policy.
 

Policy Statement:

OPL prioritizes inclusive programming which is aligned with its mission, vision and values, creating an environment where everyone feels like they belong and can participate freely with respect, dignity and freedom from discrimination.

OPL develops and delivers programs that:

Appendix A:

Request for Reconsideration of Library Programs 

Kindly complete all sections of the form below so that program development staff can fully understand your specific concerns regarding the program. Please use a separate sheet if necessary.

Request Initiated By:   __________________________________________________________
Library Barcode:   ____________________________________   Date:   __________________
Address:    ___________________________________________________________________
City:   _________________________________   Postal Code:  _________________________
Daytime Phone Number:   ________________   Evening Phone Number:   ________________
Email Address:   ______________________________________________________________
 
If this request is made on behalf of an organization or group, please identify:
 ___________________________________________________________________________
 
Program to be reconsidered
Name of Program: ___________________________________________________________
Date of Program:   __________________________________________________
 
1. What do you object to about this program? (Please be specific: topic, audience, speakers etc)
___________________________________________________________________________
 
___________________________________________________________________________
 
___________________________________________________________________________
 
2. If this program has already occurred, did you attend?
___________________________________________________________________________
 
3. What might be a good or positive thing about this program?
___________________________________________________________________________
 
___________________________________________________________________________
 
 
4. What do you believe is the overall goal of this program?
___________________________________________________________________________
 
___________________________________________________________________________
 
5. What other programming would you recommend in place of this?
___________________________________________________________________________
 
___________________________________________________________________________
 
6. How would you like your concern to be addressed?
___________________________________________________________________________
___________________________________________________________________________
 
8. Have you read the attached Program Development Policy?
 
    Yes _________     No _________
 
This request will be reviewed by the Manager, Program Development, and you will be informed of the decision. 
Thank you for your comments.
 
Customer Signature: ___________________________    Date: _______________________
 
Staff Contact: _________________________________    Branch: _____________________
 

The collection of information on this form is subject to the provisions of the Municipal Freedom of Information and Protection of Personal Privacy Act.  This information is used for library-related purposes only.  Please direct any inquiries to the Director, Customer Experience, Oakville Public Library, 905-815-2035.

Purpose

Oakville Public Library (OPL) is committed to providing a welcoming and safe environment for customers of all ages to enjoy the library’s programs, collections, services and spaces. Library staff work to engage children, families and teens in positive ways, and provide support while in library spaces and while attending library events or programs both in-person and virtually.  All customers are expected to abide by the library’s Customer Code of Conduct.

The OPL endorses the Ontario Library Association’s position statements on Children’s Rights in the Library (1998) and Teens’ Rights (June 2010).

This policy provides clarity regarding parent / guardian responsibilities and OPL’s responsibility for the safety of children in library spaces and while attending library events or programs both in-person and virtually. 

View the complete policy here (PDF)

Policy Number:           PS-007
Policy Category:         Public Service
Approved by:              OPL Board    
Accountability:           CEO or Designate    
Approval Date:            April 22, 2021
Effective date:             April 23, 2021
Next Review Date:      April 2023
Supersedes: 

Purpose

Scope

Policy

Purpose and Scope

The intent of this policy is to allow customers to use library services unfettered by unauthorized, external interference.

Policy

To allow customers to use library facilities, programs and services unfettered by unauthorized, external interference, solicitation by the public is not permitted on library premises or on property under the control of library staff. Solicitation by the Oakville Public Library or Town of Oakville-sponsored solicitation is permitted.

Definition

Solicitation includes such activities as selling or distributing goods or services, seeking contributions or pledges, collecting ideas or opinions, distributing political information, proselytizing on religious beliefs.
 

Effective Date: May 29, 2014
Motion #: 14.05.55
Next Review Date: 2018
Supersedes Policy Dated: January 22, 2009, Feb. 24/05, March 28, 2002, November 2001
Motion #: 09.01.07,05.02.25, 02.03.33
Filed in: Board Manual, Public Services Manual (Sect. 4.22), added to Website