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Frequently Asked Questions: Coronavirus Closure & Reopening Plans

Q: What phase of reopening are you in?

A: We are currently in Phase III. As we prepare to move to Phase IV, which will involve opening sidewalk pickup services, we have prepared a special list of Frequently Asked Questions for Phase III.


​Q: When will the library reopen? What will that look like?

A: While we currently don’t have a reopening date set, the library is working through a multi-phase plan to gradually reopen services at our branches. The fourth phase of the plan is already in motion, which is deep cleaning of our facilities, staff returns to the building, reopening bookdrops and sidewalk pickup services. The primary consideration in planning reopening is the safety of patrons and staff. Just as libraries are unique in offering shared spaces and resources, open to all, we are uniquely challenged when it comes to reopening all of our services. 


Q: Why is the LaVale Library remaining closed?

A: Due to the overlapping time frame between gradual reopening and preparing the library for renovation, the decision has been made to keep the LaVale Library closed, and not reopen the branch before renovation begins. More information about the transition of LaVale Library’s collections and services will be available in the coming weeks. If you have an arrived item, or items set for pickup at the LaVale Library, we will be contacting you shortly to arrange pickup at another location.


Q: Will you have pickup services?

A: Sidewalk Pickup Services are available Monday – Thursday from 2:30-5:30 PM at the Frostburg, George’s Creek, South Cumberland, Washington Street, and Westernport Libraries. Please visit our Sidewalk Service page for more information.


Q: What will your hours be when you reopen?

A: We know that during the reopening period, the library’s hours may be limited. The hours will be subject to change dependent on safety considerations and available resources. Changes to our hours will always be posted on the website, our coronavirus page, social media, and library entrances.


Q: When will the bookdrops reopen/what do I do with the books I have?

A: The Frostburg, George’s Creek, South Cumberland, Washington Street, and Westernport Library book drops are now open. The LaVale Library book drop will not be reopening. Please remove items from bags and containers before placing them in the drops. Items will be quarintined for five (5) days after being returned to the book drop. Please expect to see these items appear as checked-out to you for at least 120 hours after you have placed them in the book drop. The library is NOT accepting donations at this time. No fines will be charged until at least October 1.  Thank you for your patience.


Q: My card may expire soon, can I renew it?   

A: If you are having trouble logging into your account, or think your account may be expired, please contact us by phone or submit a request using the online form.


Q:  I cannot log into my account, have forgotten my password, or my account has expired.  Can I still get eBooks and other digital material while the library is closed?  

A: Yes, we recently switched our circulation system that manages your account, this may be why some accounts are not accessible until we reset your password.    Please use the Contact Us form on our website and include your library card number.  We can reset your password and temporarily extend your expiration date through the closure when you can renew at one of our libraries. 


Q: I want to get eBooks, but I owe too much money and you’re not open to pay it, how can I access these services? 

A: We have temporarily removed fine related blocks on all accounts.  You will be able to access any of our online resources.


Q: I’ve never downloaded a book or used the digital resources before, is there a tutorial on how to get started? 

A: Yes, our resources, Niche Academy, has easy, step-by-step videos for nearly all device types about how to get started with our digital resources. 


Q: Can I get eBooks through Marina?

A: No, unfortunately, if it is an item that is not available in the general Maryland Overdrive collection, the “owning” library has purchased that copy exclusively and you need a library card for that specific library to checkout that eBook.


Q: How does Overdrive/Libby work if you don’t have a smartphone? 

A: Overdrive can be used on a desktop, laptop, tablet, or eReader in addition to Smartphones. The Overdrive Help page shows all device types and gives information on how to get started on each.  This Niche Academy video tutorial is also helpful getting started on various devices.


Q: I returned an item to the bookdrop, why is it still showing on my account? 

A: All returned material will be quarantined for five(5) days. Please expect to see this material on your account as “checked out” or possibly “overdue” until we check them in after the quarantine period, but we will be back dating our system so no fines will be charged until at least October 1. 


Q: I know my child has a STAR card through the library but I do not have the number, how can my child access the online resources? 

A:  Parents/guardians and students can use the STAR Card Request Form on our website and provide your child’s name and birth date and we will respond with the STAR Card number.  STAR Cards can be used with all online resources except hoopla.