Overview
Each person has their own login (the Main Help Desk has a shared login), part of your tasks when getting to work will be to prepare the desk for operation, including logging into Alma using your credentials and logging out when your shift is complete if applicable. When working the Main Help Desk staff will use the Shared login, which should be saved on the browser.
Note: The Service Desks will use a different URL and specific login for each service desk. This and other links can be found on the Alma/Primo Staffguide. (https://uark.libguides.com/almaprimo)
*Below is a brief review of the fulfillment functions to note for working the Help Desk
Fulfillment Functions: These can be accessed via the Main Navigation bar
Manage Patron Services
Return Items (Check-In) (No Patron)
Here staff can check items back into the library system, removing items from patron accounts. The patron’s name displays in this mode along with the returned items' information. Click the patron's name to view complete patron information while checking in a specific item. This link (Patron’s name) should take you to the patron’s account.
Retrieving a patron account
To perform circulation functions for a patron (e.g., check out an item, renew an item, place a hold), you must first retrieve the patron's account from the Alma database. To access a Patron Account in Alma: Fulfillment > Manage Patron Services > Patron Identification > Patron Services
Or, if a patron does not have their ID (see ID Requirement Policy) you can…
Note: Sometimes you may be able to choose the patron from the “Recent” submenu button if their account was recently accessed. The “Recent” options available list does clear after some time.
When you retrieve a Patron account in Alma:
-Now that you have reviewed the basics, view the following video.
Video: Getting to Know Alma: Fulfillment - Checking Out Items (Link Below)
Information to note while watching the video:
For any overrides or blocks on a patron’s library account, request assistance from a full-time staff member or supervisor. So they may resolve and be made aware of any potential issues.
(This section would stay mostly the same) It gives additional definitions and information for the features/functions introduced in the previous section as well as some policies on ID use and circulating items.)
Checking Out an Item (Books, Reserves, Storage, etc.)
Checking out an item links a patron record to an item record. It involves retrieving a patron account (scanning in a patron barcode (swiping patron ID) or searching for a patron) and scanning in the item barcode. When checking out items, staff must click “Done” in order to initiate Alma to send a Loan Receipt email to the patron.
To check out items, ask patrons for their University ID. If the patron does not have their University ID, we will accept any physical form of photo identification (such as a driver’s license, state ID, passport, etc.) to verify their identity. If a patron does not have any form of physical identification on them, they may sign into UAConnect to verify their identity.
If a patron is unable to produce a physical photo ID or sign into UAConnect, offer to hold their materials until the end of the day so they may return with a physical ID.
If the patron says that their University ID card has been lost or stolen, refer the patron to the Campus Card Office (ID Office) on the fourth floor in the Arkansas Union, room 427.
If the patron’s University ID has deteriorated and will not scan, the ID number may be keyed in manually. The patron, however, should be instructed to obtain a new ID card (or have theirs reprogrammed) at the ID Office on the fourth floor of the Arkansas Union, room 427.
Please note: For ILL materials, either a University ID or a government-issued photo ID is always acceptable.
NOTE: If an item does not have a barcode, see procedures related to the creation of on-the-fly item records or refer the item to a full-time staff member/supervisor.
Alma will check to see if the patron is allowed to circulate the item before completing the transaction. And, as you process each item, it will display in the main body of the patron account showing the barcode, title, and date due.
When you unknowingly attempt to check out a non-circulating item to some patrons the system alerts you with a message “Item is not loanable”. Only full-time employees with the correct credentials may override such items. DO NOT override unless you are told to do so by a supervisor or department in charge of the item. For special materials such as Maps, Reference materials, Government documents, and U.S. Documents special permission may be needed to check out.
Alma allows you to override the system-calculated due date for the current check-out. Immediately after checking out the item, choose the Change Due Date button. Alma displays the "Select Date" dialog allows you to choose a date from a calendar. NOTE: Alma will not allow you to enter a date on which the library is closed.
Choose a date by double-clicking on a day and then choose OK. The message will display that the due date was altered. A changed date notice will be emailed to the patron.
To close the dialog without modifying the date, choose Cancel (or Esc).
ILL items check out using a different system by the ILL department. For the patron to pick up an ILL item at the main Help Desk(s), they must first present a form of photo ID: either their University ID or government-issued ID. Once the patron has presented a valid I.D. a staff member locates the item(s) on the hold shelf. The patron must then sign and date each slip for the items being picked up. The completed slips are placed in the basket on the ILL return cart, located at the back of the holds shelf. Note: Any changes to ILL items have to be handled by the ILL department.
Renewing Items
To renew one or more of the items from a patron account:
1. If the patron's account is not already open, retrieve it > Fulfillment > Manage Patron Services > Scan patron’s ID or Search for patron > click Go.
2. The Loan tab is active by default, click on the Loan Display: drop-down menu and select “All loans”.
Alma should display the items that are currently checked out to the patron.
3. In the table of items checked out to the patron, select the item(s) to renew.
4. Choose the Renew button or Renew All (if renewing all items listed).
After clicking the Renew button one of the two following functions should occur:
Successful Renewal, a green check mark will appear next to each item that was renewed along with a green note stating “# loans renewed out of # attempted renewals.” And Activity report was sent successfully.” Communicating the successful renewing of items.
Ineligible or failed renewals will receive an error message, “1 out of 1 attempted renewals have failed” noted by a red x next to the item attempted to renew and a red notification in the top right corner.
In Alma, if there are any items that are overdue, there will be a note in the User Notes section of the patron’s account information, located to the right of the page or top of the page. Unless in Billed status, these items should renew like the others.
Check-In
When you check an item back into the library system, Alma removes the link from the Item record to the Patron record and checks for holds and messages on the item. Note: You must acknowledge every message before Alma can check the item into the system.
ILL items are simply placed on the ILL return cart, located at the back of the holds shelf.
Checkout/Checkin > Return Items
Select the “Return Items” on the left navigation bar under Fulfillment > Checkout/Checkin > Return Items. Scan the item barcode. (If the item is not located by scanning the barcode, give the item to a supervisor or full-time staff member to check for barcode problems.). Be aware of messages or item locations. All locations outside the library (i.e. branch libraries) require that the item be put in transit. Print slip for all items with a return date, and branch name and place them on the appropriate branch shelf located in the circulation office area.
Book drop(S) / Backdate
When items are retrieved from the outside book drops, they are backdated for checking in. You can change the date an item is checked in by using the “Override return date and time” function to backdate the items. This will allow the selection of a different date before scanning the item’s barcode. Example:
Checking in an Item in “Patron Services > Returns” mode
(Used only for patrons who request a receipt)
When you check in an item for a patron using the “Manage Patron Services” function, you scan or enter the patron I.D. number and Alma retrieves and displays the associated patron account. This mode enables you to perform patron-specific circulation functions (printing receipts or viewing the history of fines paid by a patron) for the patron who has just returned an item. To do this you retrieve the patron account and click on the “Returns” tab. Then scan the item barcode.
While the patron's account is displayed, you can change to another tab to check items out to the patron or place holds. Although checking in with the “Manage Patron Services” function does give you patron related options, it is not the recommended method for checking in materials unless a patron requests a check-in receipt. A “Return Receipt Letter” is emailed out once done is selected.
THINGS TO CONSIDER AND ADDITIONAL INFORMATION
After reading these materials consider the following questions
For an in-depth look at the Alma use the following links
Items that are presented to the Mullins Help Desk to be checked out that do not have a barcode are checked out by placing a dumb barcode on the back of the book (1” from top and right side), scanning the barcode, and creating an item and/or bibliographic record. This process creates what is known as an On-The-Fly record.
Behind the scenes in Alma, a work order will be created to send the item to technical services when it is checked back in. The item once checked in is placed on the on-the-fly returns shelf, located in the back of the User Services Stacks area. All returned on-the-fly items are sent to Cataloging for resolution. The primary goal of this procedure is to verify that the correct item record is attached to the proper bibliographic record and that the information entered is correct.
Problem items (such as call number problems, no cataloged bibliographic record in Alma, etc.) can have an on-the-fly record created but should have a note added to the record in order to fix the record promptly once returned.
On-the-fly U.S. Documents and Maps are sent to the Government Documents office for processing.
The Offline Circulation utility creates a local record of loans and returns if the internet connection is down. It saves a list of these transactions in a locally stored data file, which can be uploaded to Alma's database when the internet connection is restored.
Setting Up the Offline Circulation Utility – this should be done at every desk where items are circulated.
The Offline Circulation utility must be installed separately on each computer on which it will be used.
To download and install the Offline Circulation utility link and full instructions are below.
When the Sierra Circulation system is unavailable, items must be checked out manually. The procedures outlined here will be followed in order to properly record items that are checked out during this period.
Items that circulate on an hourly basis (reserve items, markers, etc.) will not be checked out in this manner.
Since we will be unable to verify patron eligibility in Sierra, please ask the patron if he/she is currently enrolled in classes, or if he/she is a currently employed (full time appointed) faculty or staff member. If they have not registered for privileges (e.g. hourly employee, Spring International or other affiliated patrons) or want to purchase privileges, have the patron complete an Application for Privileges and attach the manual check-out form to the application.
If a patron wants to check out a book, library staff should:
See procedures for hourly loan items – Two hour Reserves, markers, etc. below
Since Markers, HDMI cables and most reserve items are only circulated for a few hours, they will not be able to be entered into the system correctly. These items will be checked out manually using the following procedures:
Items returned:
Items cannot be discharged and re-shelved when the system is unavailable. It is very important that all items that are not discharged are identified as such. Items returned from the outside book drop will be placed on an empty truck and labeled as “Outside Book Drop.”
1. As items are returned, put a “CHECK IN / RETURNED” flag in each book.
