Collection Firm Increases Return Of Overdue Library Items

People have started visiting the Highlands County Library's three branches in record numbers, library Director Mary Myers reported on Friday.

And, Myers said, the chances are getting better than ever that library patrons will find the books, magazines, DVDs and CDs they want or, if they have to get on a waiting list, won't have to wait as long.

The county recently contracted with a private collection firm to go after unreturned materials, and that has produced a substantial increase in the number of long overdue library materials being brought back, Myers said.

"What we're hearing from our front desk staffs is that many, many people have been coming in with their letter in one hand and their books (overdue for at least 59 days) in the other hand," Myers said. "We've had a good response."

The letter comes from Unique Management Systems Inc., a firm headquartered in Jeffersonville, Ind., which collects overdue library materials and fines for more than 900 library systems nationwide.

Like most library systems across the country, the county library system averaged a return rate of only about 10 percent on loaned materials more than 50 days overdue. Unique Management Systems says its nationwide return rate runs between 50 to 75 percent, and Myers said that looks possible here based on the first three weeks of using the firm.

Popular movies, recent best sellers and other-high demand materials are often the ones that are never returned, Myers said.

"These are the items we are working the hardest to get back, because that is what people want the most," she said.

The county library system now has more than $232,000 in uncollected debt from past-due fines and charges to replace materials never brought back.

"Library materials are purchased with tax dollars and we feel it's our responsibility to see that they are available to all patrons," Myers said. "If we get materials back, we don't have to use our current year budget to replace those materials, and then we can use that funding to buy new materials."

Acquiring new materials is essential for every library, Myers said, "because we market like any other company, we want to give people what they want. So we are constantly looking to add new things."

Ultimately, the private collection agency can pressure a person into returning a material and paying the maximum $5 late fine, or paying its replacement cost, by reporting their delinquent account to credit bureaus. But, Myers said, the company uses that only as a last resort and doesn't do so until they have tried to collect for 120 days.

In late August, the Highlands County commissioners authorized using the private collection firm not only to attack the problem of lost library materials, but also because the company uses what it calls a "soft approach" to collections.

Once a library account goes 59 days overdue, it is turned over to the company, which sends a "courtesy notice" letter. If necessary, a second letter is sent, followed up by a phone call from the company, another letter, and then at least one more phone call.

Myers said 232 collection letters have been sent out since the system was launched in late September, and she knows of only one person complaining about it. One man, she said, returned his overdue books, paid the maximum $5 fine plus the $10 fee for the collection agency, but said he worried that getting the letter might blemish his credit report.

"I told him that if he got credit reported, he could sit in my seat, take my job, because that is not going to happen," Myers said. Activity on past due accounts is updated immediately, she said, and nothing is reported to a credit bureau for 120 days.

To start, the library has been using the collection agency for accounts that went over 59 days overdue within the last 90 days. Eventually, Myers said, the library system will look at going after past due accounts up to three years old.

There is virtually no cost to the county, because the company earns only the $10 collection fee on overdue materials, which is added on to the overdue fine or the payment to replace a lost item.

Getting books, movies and music albums back is more important than ever, Myers said, because library use is going up.

"We had more than 700 people per day for the last two days at the Sebring library," Myers said Friday. "That is more than we've ever had during this week of the year." The number of patrons also rose well above normal at the Avon Park and Lake Placid libraries, she said.

Library officials attributed the rise to the start of the winter season, the library's extended evening and Saturday afternoon hours, and the tough economy.

"I think it's the extended hours, but I also think it's the economy," Myers said. "We're free for people, and the economy has been affecting a lot of people."