Library Reopening FAQ
Below is a list of Frequently Asked Questions about our resources and services as we begin our phased reopening. Please continue to watch this page for updates.
Pickup Process, Checking Out Materials
I forgot to place an item on hold. Will a staff person be able to pull an item off the shelf while I wait in the lobby?
We are unable to process “on demand” requests for items during lobby service. You will need to place the desired item on hold in the catalog. Once the item is pulled, you will receive a notification when it is ready to be picked up. If you cannot access the catalog, call us at 278-3945, option 1. Please allow two hours from when you are notified, before you come to the lobby to check out your holds.
I would like to pick up some items being held for me in the lobby. What if I forget to bring my library card?
Unfortunately, staff working in the lobby area will be unable to access your account, so you will be unable to check out items without your library card.
Where should I return materials?
You may return items in the indoor book returns during our lobby service hours. You may also return materials via the outdoor book drops at the north end of the building or at our book return located outside of Webster Elementary School (12955 Aurora Avenue).
Please note: As a safety precaution, returned items are isolated for at least 3 days before they are checked back in. You can expect a 3-5 day delay from the date you return items to the library to when they are removed from your account. Library staff will backdate the check-in dates to reflect the date the items were returned. If items remain on your account longer than a week after they have been returned, please feel free to give us a call at 515-278-3945.
Can I check out video games at the self-check station?
Yes! We have made a change in our system so you will now be able to check out video games at our self-check station.
Library Cards/Managing Your Account
How do I change my digital card to a full-access library card or get a new library card?
New library cards can be issued during lobby hours. To save time, please fill out the online registration form before coming the library. To finish the card registration process, you will need to bring proof of your current address, date of birth, and show us a photo ID.
Please note: The digital -access only cards issued when the library was closed will expire on July 6. If you enjoyed using our digital resources, we hope you will consider getting a full-access library card!
Can I pay a fine?
Staff working in the lobby area will not be able to process in-person payments. Fines may be paid with a credit card via the catalog on our website (preferred method) or by phone during regular phone hours. Phone payments will incur an additional fee of 3.95%. Checks may also be mailed to the library attention to: Service Department, Urbandale Public Library, 3520 86th St, Urbandale, IA 50322.
Can I use a computer to apply for jobs or check my email?
Yes, limited computer usage will be made available by appointment only during lobby service hours. Sessions will be one 40-minute session per person, per day.
How do I sign up for computer time?
Use this link to our Signup Genius or call the library at 278-3945 opt #1.
Can I print either wirelessly or from your computers? If so, how do I pay for my printed copies?
A printer will not be available in the Community Room. However, you can email print jobs to email@example.com. Please use “Printing Request” in the subject line and include your first and last name. We will bill your library account and you may pay online, by phone or by check in the mail. Library staff will work with you to schedule a time to pick up your print job.
Safety Precautions & Guidelines
Will you continue curbside service or have designated hours for those who are vulnerable to COVID-19, such as the elderly and people with disabilities or autoimmune issues?
Curbside service will continue to be available on a limited basis as we expand other services. The first hour of the day of lobby service will also be reserved for those who are vulnerable, have a disability, elderly or an autoimmune disease.
Should I bring my own reusable book bag?
You are allowed to bring and use your own clean reusable bags. We will not be able to offer tote bags for sale at this time. We may be able to provide plastic bags, depending on supplies.
Will the restrooms be open to the public? How often will they be cleaned?
Yes, you can use the public restrooms at your own discretion. They will be cleaned nightly. Door handles may be cleaned at times during the day as time allows. Staff will not be monitoring social distancing in the restrooms.
May I fill my water bottle? May I use the drinking fountain?
Yes, there is a refill station and a drinking fountain that patrons may use at their own discretion.
Will there be masks and hand sanitizer available?
Yes, masks will be available as you enter, while supplies last. Hand sanitizer will be available as you enter the lobby and as you leave the building.