Patron Service Policy

Townsend Memorial Library at the University of Mary Hardin-Baylor provides research assistance and access to information resources to UMHB affiliated faculty, staff, and students. To protect patron privacy and ensure compliance with legal and professional standards, library personnel are prohibited from providing direct assistance with documents containing Personally Identifiable Information (PII).

Scope of Service

Library personnel are trained to help patrons find, access, and use information resources. Library personnel may assist patrons in:

• Navigating the library’s physical and digital collections.
• Searching the web to find official websites (e.g., IRS.gov, state DMV portals, healthcare entities). Library personnel should not engage in advising patrons how to navigate or use any non-UMHB licensed web sites.

Prohibited Assistance

Handling Sensitive Materials: Staff should not handle, hold, read, or discuss physical or digital copies of a patron’s Social Security card, driver’s license, medical records in any format, insurance claims, tax returns, student records, court filings, or any other Personally Identifiable Information.