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Monday – Thursday: 9 am – 9 pm
Friday: 9 am – 6 pm
Saturday: 9 am – 5 pm
Sunday: 1 – 5 pm

Wednesday, February 21, 2024  |  9 am – 9 pm

Monday – Thursday: 9 am – 9 pm
Friday: 9 am – 6 pm
Saturday: 9 am – 5 pm
Sunday: 1 – 5 pm

Policies govern many aspects of Glen Ellyn Public Library and are approved by Board of Trustees. The Board of Trustees may modify or amend these policies at any time.

Public Service Standards of Excellence Policy

Last Revised: April 4, 2023

Our Vision

Create and expect an atmosphere of courtesy, respect, and dignity.

Each customer service encounter with both members and staff can impact a person’s perceptions of the library. We will strive to provide a consistent level of excellent service that fosters good communication, is equitable, and is personalized for people of all ages and abilities.

Our Commitment

To communicate clearly

  • We are attentive and welcoming
  • We warmly greet people using eye contact as they enter our space
  • We make the person in front of us a priority with our undivided attention
  • We listen carefully
  • We ask follow-up questions
  • We are courteous in both written and verbal communication
  • We are respectful, prompt, and discrete in answering phone calls, texts, and email providing a response within 24 hours when working

To be equitable

  • We seek to understand diverse perspectives, are quickly responsive, and offer an inclusive and compassionate environment
  • We offer our services, collections, and resources to all
  • We lead with kindness and positivity
  • We approach questions without judgement
  • We protect the intellectual freedom of all
  • We enforce the code of conduct equally, and are respectful but firm with those violating our policies
  • We offer materials, programs, and services that reflect diverse cultures, races, ages, and abilities
  • We provide accommodations to individuals that may need special assistance

To provide personalized service

    • We keep informed of library events, programs, services and collections reading the weekly e-news and the quarterly Guide
    • We keep informed of library policies, and how best to implement them
    • We connect with people by being open, curious, and respectful
    • We offer unique and knowledgeable guidance
    • We work cooperatively to find creative and equitable solutions and suggest options
    • We stay informed about library trends and best practices
    • We make someone’s day by providing a remarkable experience
    • We strive to meet each person’s unique needs
    • We ask if there is anything else we can provide
    • We ask questions and take responsibility for understanding the library’s policies, procedures, and standards of service excellence
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