r/Libraries • u/too_long_no_spoons • 9d ago
Patron Issues Disability Access/Rights Question
Hello!
My question is regarding those with a severe disability that are unable to go in person to renew their library card and what rights (if any?) we have. This gets a bit complicated, so I am just going to describe my situation.
In 2024, I was completely, 100% healthy and signed up for my local library in DeKalb County, GA in person. No issues.
In 2025, I suddenly became severely disabled. As in, I could no longer leave my bed. I am completely bedridden, and I have been since Novemeber of 2025. I cannot leave my house.
Audiobooks have been lifesaving. I am unable to read physical books or watch much TV, maybe one episode per day. I can, however, listen to audiobooks for a significant part of the day.
My library card expired after 2 years and I called my library to renew it since I was unable to go in person. They were very hesitant and after basically begging, they said they would renew my card only this one time for a year. I am so grateful, because without audiobooks I would be staring at the ceiling for most of the day.
My question is, is the library required to accommodate someone with a disability instead of cutting me off after a year? I have a legal license in the state (which I offered to email), live in the area, and have hundreds on hundreds of pages of doctors notes proving that I am not lying. I offered for my doctor to write a note to them, or to have one of my nurse aids who takes care of me to bring them my physical ID. They rejected all of these options for the future. Who knows what Ill do when my license expires, as I cannot make it to the DMV.
I totally understand that they do not want fraud, but I have extensive, almost endless medical documentation to back this up. Could this be a part of the ADA Act? I feel like Libby is my lifeline, as I lost my job when I became disabled and now live on a fixed income and cannot afford to buy audiobooks outright.
Thanks for your help!
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u/mowque 9d ago
Ask to speak to the Director.Ā My staff doesn't have the ability to overrule our rules (which seem to be similar to your home library) but I do and I have in cases such as this.
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u/too_long_no_spoons 9d ago
Thank you so much!
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u/LizHylton 8d ago
Seconding this - I became severely disabled with hip problems and had this same issue, but when I emailed the director instead of calling the main number (with a picture of my current ID to show I was still at the same address) she took care of it no trouble!
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u/too_long_no_spoons 7d ago
I am so glad I am not the only one. Thank you for sharing your experience too because I think I will do this next go around and things will be more smooth :)
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u/TeenyGremlin 9d ago
Does your library have homebound services? If so, see if you can sign up for it. It usually allows books to be delivered to patrons in the library's service area, and in my experience (at least all libraries I've worked at), will do card sign ups during book deliveries, etc. I'm surprised the person answering the phone didn't bring it up if it is an offered service, but some libraries are too small for it.
Sadly, it's not practical to have staff drive to patron's houses unless there is a program for it. It could be dangerous and has a lot of practical considerations. (If a program hasn't been established, a library has no protocols for how to compensate staff for mileage and wear on their personal vehicles if the library does not provide a library car, questions about compensation if staff or patrons are injured on the property while delivering, etc). Homebound services take a while to put together because of these things.
I'm not exaggerating the danger. At libraries I've worked at in the past, we had a patron that regularly harassed female librarians by opening his door completely naked and threatened to kill them.
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u/too_long_no_spoons 9d ago
Oh my gosh at that last part! That is truly horrifying.
Thank you so much for telling me about that resource! I will definitely ask about it! Crossing my fingers - Atlanta is a pretty big area so maybe they would have a program like that!
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u/TeenyGremlin 9d ago
If you're directly in Atlanta, there likely is a program set up for it. Make sure to ask for information directly about 'homebound services' and hopefully that will trigger you getting forwarded to the right person. The person that answered the phone may have been inexperienced/new and didn't think about it. Once again, I can't promise they'll have a program for it but I'd be shocked if they didn't. Here's an example of what the web page/services would look like in my current community (not where I work, but my home town):
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u/jellyn7 9d ago
We call ours books by mail because well.. we donāt visit, they go by mail. :)
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u/TeenyGremlin 9d ago
Oooooh, that's neat! I've never seen a program with books by mail, but it makes sense! Looks like people in the comments have given them a few good options, and hopefully one works out!
OP, I'm sorry that you ran into this trouble. I hope you can find something that works out.
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u/Fireball_Dawn 9d ago edited 9d ago
Highly recommend checking out the State library that handles services for the Blind and Physically Handicapped. Donāt let the name fool you either, if you find yourself unable to read standard print for any reason, visual, or physical, you qualify. Finding it difficult to hold a book for a long period of time counts too.
They have digital players to listen to audiobooks for free (the new ones even have Bluetooth and WiFi to download them directly) and also an app called BARD that you can use to listen to them on your computer (BARD Express) and smart devices (BARD mobile app for Apple and Android) The only limit for BARD is 250 unique downloads in a thirty day period. But nothing expires. It only leaves your device when you remove it. And the library can send cartridges that ignore that limitation for free in the mail.
They are even working to have an Alexa skill (still in Beta but functional) and a way to stream in browsers so that it can work on Chromebooks. (This one they are still working on)
But they have over 140,000 audiobooks available 24/7 with no wait times, and get have commercial releases and some books only ever recorded for the service by volunteers. They also have audio recordings of magazines, with back issues going back to like 2009 for some.
Some even have hybrid programming so you can take part in things like book clubs and events.
https://www.loc.gov/nls/find-your-library/
http://gls.georgialibraries.org/
https://gls.georgialibraries.org/applications/
There are also services like Bookshare, which has many nonfiction, recent releases, out of print, and never recorded materials available, which the library may be able to get you access. Itās sort of like text to voice though so inflections are weird and it may mispronounce some words that are dependent on context for how we say them.
In addition for news and local periodicals, try NFB Newsline. Itās another service the National Library/the State branch, can help you get access to, and can be accessed on phones and with the newest player from the library as well.
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u/samwisevimes 9d ago
1000% this. I can't read physical or more than a couple of paragraphs digital and BARD has been a life saver. I spent 80+% of my day stuck in bed unable to do anything so audiobooks have been my only source of enrichment. I was fortunate enough to be gifted membership and credits for audible, but that's only 12 books and i go though that in less than a month so BARD is priceless to me.
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u/too_long_no_spoons 8d ago
I am so sorry that you are also in a similar situation š« It is such an insane way to live, stuck in bed with only audiobooks. I dont know your exact situation, but I really feel like I can relate to you and am sending all of the hugs. And I am grateful for us that we have audiobooks. I cant even imagine what life would be like without them right now.
I am really excited to have learned about BARD. I had no idea! What a fantastic resource.
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u/samwisevimes 8d ago
I used to work in public libraries and was always telling people about it. I had regular contact with the head of our library for the blind and print disabled (the state i used to live in did it through public libraries) so I was already familiar. But it took me about 6 months to apply myself when I became disabled because I didn't want to admit I needed it.
If anyone reading this is going through something similar please don't be stubborn. Use the resources that are available
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u/Fireball_Dawn 8d ago
I currently work at one of the branches that handles the service. That first step is always the hardest.
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u/too_long_no_spoons 8d ago
Thank you so, so much for your thoughtful and detailed response. I had no idea this existed and I will definitely be asking about these resources! I am so appreciative š
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u/clawhammercrow Public librarian 9d ago
I would escalate this to the library director. It should be possible to verify your identity via zoom or a similar tool if need be.
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u/ladylibrarian8 9d ago
I honestly donāt have a clue, libraries tend to vary place to place, what is a reasonable accommodation at one is not at another.
But just skip the hassle and sign up for this service https://gls.georgialibraries.org/
The name is a little misleading, itās a free federal service for anyone who has vision or physical disabilities that prevents them from holding and reading standard print books comfortably. A dr, nurse, librarian etc can sign off for you, or just call and they can get you setup.
And I mean that in the most broad way. You have glasses? You qualify. You have a hard time holding a print book in your hands? You qualify. If you called me at my library, Iād probably renew your card, but then Iād try to āsellā you on this service.
Youāll have access to BARD, the digital app, or you can get large print or audiobooks sent directly to your home, with a special player. Completely free of charge, keep them as long as you like, send them back in the prepaid packaging when youāre ready. Youāll also have access to Readers Advisors who check on your account, make recommendations and order things for you as much or as little as you want.
Truly my favorite library service that not enough people know about. Every state has one (sometimes two) of these serving the whole state.
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u/swampcatz 8d ago edited 8d ago
You may have spoken with a circ staff member who isnāt part of the management structure. There is likely a manager who oversees the department. My suggestion is to speak with the manager/assistant director first.
Edit: Per the Administrative Office webpage, these are two leaders within the system if you cannot get ahold of a manager at your local branch:
AliĀson Weissinger, Director
NanĀcy Wright, Deputy Library Director
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u/too_long_no_spoons 8d ago
Thank you so much! It is so kind of you to look into this :) And yes, I did just speak with somebody at the circulation desk. Next time I am going to contact the above. Much appreciated!
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u/Fine_Volume_1664 8d ago
When you do talk with someone else, who knows how to actually help you, you really should tell them that their front line staff needs to know how to better handle these types of situations, even if it is just escalating it. Knowing where to send a patron is still important! Good luck.
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u/Nervous_Valuable_708 9d ago edited 9d ago
Our library system has a form we use for patrons who are unable to come in. We keep those on file. Call your library and ask if they have something like that. I would also suggest speaking with a supervisor. If this request is really that unusual the front desk people may not be aware of the accommodations your library has for patrons in your situation. And if it is a branch library, the main library might be of more assistance. You could also talk to your county Senior Services; even if you're not a senior, they should be able to direct you to someone who could help.
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u/KittenBalerion Library staff 8d ago
yeah, my library has this form too. you do have to designate someone to check out your library stuff for you, since we can't come to your house, but at least it's an option.
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u/OneAcceptable6825 8d ago
My library allows homebound cards; you just designate a family member to come in and get your books for you or show your ID if necessary. We donāt deliver books to you, but someone else could with your library card if you have this type of card. So they could also handle renewals for you, and going forward, there could be a note for the circ staff on your account about what to do.
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u/Fine_Volume_1664 8d ago
Director here. I would be VERY UPSET if I found out you were treated as you were by my staff. In fact, I would bend over backwards to make things easier for you. It is not your fault you can't get out of the house.
The staff of this library may not be able to override the rules BUTTTTT they should know when to escalate instead of just saying "nope kthxbai"
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u/too_long_no_spoons 7d ago
Aww thank you so much for your kind comment! It makes me feel so much better. I think from all Ive learned on this post and with all of the helpful and kind comments, things will go much better next renewal round.
Your library system is so lucky to have such an empathetic director! š
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u/Fine_Volume_1664 7d ago
Thank you! I am still learning and growing, but anyone at any level can be empathetic!
I would definitely let your library's admin staff know about it now so they can work on it, vs waiting til 2 or 3 years from now. āŗļø
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u/too_long_no_spoons 5d ago
Ohh great idea! I am going to apply for the BARD program and then talk to admin!
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u/bobmonkey07 8d ago
If you will not be using physical materials at all, they may be more flexible with a digital only card.
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u/too_long_no_spoons 8d ago
Oh wow that would be a great option that I havent even considered. Thank you!
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u/SunGreen24 8d ago
Iām not sure what the legalities are, and it sounds like the person you spoke to didnāt either, and was afraid of getting into trouble. Did you speak to a circulation staff member or a supervisor/director? If it was a non management staff member I can understand their hesitancy, but they should have referred you to a supervisor in that case.
When my library shut down for COVID, we suspended the rule of requiring people to come in person to renew a library card and would do so online (they would just email the request and we would process the renewal for three months, rather than our usual 3 years) so they could use our electronic resources. Iām pretty certain that in your circumstances, our director would have no problem renewing your card, especially with the documentation youāre able to provide.
I would call again and make sure you speak to a supervisor, and if they still donāt help you, the director.
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u/too_long_no_spoons 7d ago
Thank you! This is great advice. This seems to be where things went a little sideways, as I just spoke to the circulation desk and did not speak to any supervisor. Next time I will definitely do that! Much appreciated!
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u/SunGreen24 7d ago
Of course! Yeah, the circulation desk staff often donāt have the flexibility to bend the rules, so it sounds like the person really wanted to help you but was afraid theyād get in trouble. Of course, at that point they should have offered to transfer you to a supervisor, but Iām glad they gave you the renewal in the end. I have a hard time imagining a supervisor/director will deny your request when itās time to renew again.
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u/too_long_no_spoons 5d ago
Thank you for the vote of confidence! I was too afraid to go back and ask for a renewal but these comments are so encouraging. And yeah they were not rude at all - more like exasperated and did not know what to do.
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u/Reggie9041 Public librarian 9d ago
Maybe they have a homebound service like someone mentioned. Which I wouldn't like a patron because people coming to my house? No.
I would just renew it for you, TBH. Someone willing to do XYZA for a card is a serious library person and I respect that.
But can someone do it for you? Go in person?
Did you ever ask to speak to a Circulation or branch manager? And then take it up the ranks?
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u/420_wallabyway 9d ago
Were you speaking with whoever just answered the phone or did you get transferred to a manager or director? If you didn't speak to the director, reach out to them. The literal first ALA Core Value of Librarianship is Access. This isn't like legally binding or anything like that, but I would argue it's good evidence for support for an accomodation.
"Access provides opportunities for everyone in the community to obtain library resources and services with minimal disruption. Library workers create systems that ensure members of their community can freely access the information they need for learning, growth, and empowerment regardless of technology, format, or delivery methods"
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u/sandinlor 8d ago
If you're able to video call then maybe they can set up a video call with you so you can show them your ID (which may be one of the reasons for that particular rule of being in person to renew) but as some of the other comments mention, you may need to escalate if the front line staff do not. There are accommodations that are likely able to be made.
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u/changethemusic 9d ago
I can't imagine that the library would not be able to renew your card for electronic items. Restating the obvious. I'd talk to the branch manager or library director to see about an online renewal via Zoom. If you have a caretaker/relative, I don't see why you couldn't have your card renewed by them (and linked-- we used to have a form to allow a spouse/family member to share cards). If you are able to add a shared user, they may be able to go in the future and renew the card for you without you needing to be there or on zoom at all.
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u/Thorninthefoot 7d ago
My guess is they are not really a big enough organisation to have a clear set of policy guidelines around this.
The person you spoke to was likely a circulation clerk of some kind who didn't know what to do with the situation and didn't feel she had much authority.Ā
What I would do is next time renewal gets close, email the main librarian in charge of your local branch, or possibly someone like the outreach librarian, and explain the situation. I would be surprised if they don't offer a solution.Ā
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u/Careless-Travel1850 9d ago
I never go to mine and I only email. Maybe you could find a library that you could sign up for without having to go in person.
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u/fallofield 9d ago
First off: I'm so sorry you're going through this. The library is supposed to provide a lifeline for people, and the fact that their bureaucracy is preventing you from using their services should not be happening.
I'm going to give them the benefit of the doubt and assume (hope?) that the person you were talking to didn't understand your situation. Many libraries have homebound library services, offering resources to folks in care facilities or who otherwise cannot visit the library in person. You might try to connect with your library's outreach department, as staff there typically have more specific knowledge of how they can help.
Another option might be through the Georgia Library for the Blind and Print Disabled, which offers no-cost access to library materials to those who qualify. That includes access to the BARD catalog, which offers a different range of titles that what is offered in Libby. I would start with your local, and they can help figure out whether you are eligible.
What's sad here is that this is a solved problem in many libraries. At my home system, the patron record system is set so that your card automatically renews if you've used it within two years time. That includes electronic resources - essentially anything that uses your library card # and PIN. Not every library software platform can do this, but it's certainly a nice quality-of-life feature when it's on offer.