Collection agency helps Virginia Beach public libraries reclaim past-due items

VIRGINIA BEACH

Scofflaws are taking the hint.

Last year, the city hired a collection agency to lean on people who don't return library books, CDs and DVDs, and don't pay library fines.

It's working.

In the last half of 2007, the agency collected $71,000 worth of overdue library materials and $15,000 in library fines or replacement fees.

And it didn't cost much, either. The collection agency charged Virginia Beach about $10 for each overdue item - roughly $20,000 total. In other words, the city got $4 value for every $1 spent on collections.

"That's a success," said Toni Lohman, service development manager for Virginia Beach Public Libraries. "That's $71,000 worth of materials back on the shelves that we never would have seen again. And we're not done."

Librarians aren't as interested in fines as they are in recovering overdue books, CDs and DVDs. That's why the maximum fine for anything returned is only $6 per item.

The collection agency, Unique Management Services Inc., based near Louisville, Ky., began monitoring Virginia Beach library scofflaws in May. At that time, more than 32,000 books and 8,600 CDs and DVDs had been checked out and not returned since 2002.

Initially, the collection agents focused only on items checked out after June 2007. Later, they reviewed 344 accounts of customers who did not return items from January to June 2007. They may go even further back, Lohman said.

Here's how the collection program works: After a book is checked out, the library sends two e-mail reminders before the due date. That's followed by two U.S. mail notices and one e-mail notice after the due date. When the book is 45 days overdue, the city gives the account to the collection agency.

The company then sends two letters, followed by phone calls at home in the evening or on Saturdays. If all that fails, 120 days after receiving the account, the company will report the patron to all three major credit-reporting services.

As of mid-November, the company had reported 269 library patrons to credit agencies. So far, only three customers have complained, Lohman said. "I don't think we offend too many people," she said. "We certainly haven't offended the people who return their materials on time."

Marc Davis, (757) 222-5131, marc.davis@pilotonline.com