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HOMEBOUND AND RESIDENTIAL OUTREACH POLICY

The Provo City Library provides delivery and retrieval of library materials, free of charge, to patrons and organizations participating in the Homebound and Residential Outreach Programs.

Eligibility

Participants must meet the following requirements:

  • Participants must reside within the city of Provo and be Provo City Library cardholders in good standing.
  • Participants must be unable to visit the library independently due to age, illness, injury, disability expected to last longer than three months, or be a caregiver providing continuous care to such a person. 

Requirements

Eligible participants agree to the following:

  • Participants must provide a safe and appropriate environment for library staff or volunteers making deliveries.
  • Participants are responsible for damage to or loss of library materials while those materials are in their possession. If fines or replacement costs are not paid within three months, collection fees may be applied.
  • Participants agree that, if materials are more than 30 days overdue, the library may disclose checkout dates and material titles to designated caregivers or residential facility staff to facilitate the return of the materials.
  • Participants are responsible for contacting Outreach Services to schedule deliveries and pick-ups.
  • Participants must sign an acknowledgement stating they understand the responsibilities and the consequences of non-compliance to this policy.

Safety and Conduct

Library volunteers or staff members may decline to enter a residence, leave a residence, or recommend suspension of service if they feel uncomfortable or unsafe for any reason.

To support safe deliveries, participants are asked to confine pets, dress appropriately, and interact respectfully with volunteers and staff during the delivery process.

If a delivery concern arises, a library supervisor will contact the participant to discuss the situation.

Delivery Conditions

Weather conditions may affect delivery schedules. The driver will assess conditions prior to departure from the library. Participants will be notified if a scheduled delivery must be postponed or canceled.

Deliveries depend on staff or volunteer availability and will generally not exceed one delivery per month.

If a participant does not answer the door or is unavailable to receive materials, the participant is responsible for arranging a new delivery date and time.  Three missed deliveries within a twelve-month period will result in a suspension of services.  Services may be reinstated once both parties agree on a resolution.

Borrowing and Requests

Participants may check out library materials in formats that have a loan period of three weeks or longer.

Interlibrary Loan (ILL) requests are limited to one active request at a time.

Participants must submit requests for specific items at least four business days before the desired delivery date. Requests should be sent to Outreach Librarians, who will place holds, gather materials, and coordinate delivery.

Items may be renewed up to two times provided that:

  • the items are not on hold for another patron, and
  • the total loan period does not exceed three months.

Returns and Responsibility for Materials

Failure to return library materials will result in suspension of delivery services until the materials are returned.  If participant shows a pattern of repeat failure to return items (three instances within a twelve-month period), the services may be suspended until Outreach Librarians feel confident the issues have been resolved.

Participants are responsible for replacing or paying for any materials lost or damaged while enrolled in the program.

Residential Facility Deliveries

Outreach services may also be coordinated through residential facilities where materials can be delivered in a communal setting.

Eligible institutions may include, but are not limited to:

  • nursing homes
  • senior centers
  • hospitals
  • assisted living facilities

 

Board of Directors
Provo City Library
Approved May 13, 2026