Very unfortunate. Over a decade as a happy patron of the SF library system, I've continuously encountered courteous, dedicated staff. That is, until encounters with the lead staff member (tall caucasian woman with short curly hair) at Visitacion Valley.
Visited this branch for the first time a week ago and she was quick to intrude as another member of the staff was assisting me. Intrusive as in no introduction, immediate accusatory statements upon reviewing my records, barrage of questions posed without the courtesy of fully listening and addressing, all in a condescending tone. I was willing to give it a benefit of the doubt--maybe a fluke or a bad day. However, I returned a week later with a very similar experience.
On this 2nd visit, I raised a concern with the item I borrowed. She didn't review the item to diagnose. Instead, she chose to harass with questions and reprimand about what she was seeing on my account---in the same condescending tone experienced the week prior. Taken aback by the unwarranted gesture, I proceeded to ask that we focus on the matter at hand and for her to simply review the non-working item I've brought to her attention. She refused, citing that her inability to assist was due to my limited engagement to her questions (i.e. bouts of questions with no acceptance to what was said). At the end, no staff member looked at the device in question and the only option was to return it. There was nobody available to truly assist.
Terrible service from someone in a role primarily focused on individuals and the public community. Terrible representation of the upstanding staff that surrounds the rest of the SF library system.
Fortunately, it's an anomaly. Unfortunately, the patrons of Visitacion have such an individual creating a toxic environment for the sacred public space. If SFPL is committed for an inclusive and welcoming space that serves the local community, I strongly hope they'd seriously look into this matter. I'll certainly be in touch directly. read more