Frequently Asked Questions: Coronavirus Closure & Reopening Plans
Q: When will the library reopen? What will that look like?
A: The libraries are currently open and are extending hours on May 3. The library hours will be Monday – Thursday 11 AM – 6 PM. These hours and services available are subject to change as library administration continues to assess library staffing, facilities, resources, and supplies as well as local health statistics related to the COVID-19 pandemic. 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: During Phase 5, limited sidewalk pickup may be available for patrons that request accommodations using our Reasonable Accommodation Request Form, as our resources allow. Please contact your library for more information about this service.
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, but items may be returned to any of the other five locations. Please remove items from bags and containers before placing them in the drops. Items will be quarantined for two (2) days after being returned to the book drop. Please expect to see these items appear as checked-out to you for at least 48 full hours after you have placed them in the book drop (this could be longer if the quarantine period falls on a weekend or holiday). Items will be backdated to account for the time they spend in quarantine. The library is NOT accepting donations at this time. No fines will be charged until May 1, 2021. Thank you for your patience.
Q: My card may expire soon, can I renew it?
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?
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 two (2) full days (this may be longer if the quarantine period falls on a weekend or holiday). 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 the check-in date will appear to be the day the items were returned to the bookdrop. No fines will be charged until May 1, 2021.
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.