Second Collection Agency Workflow

You can use the following workflow to manage patron accounts that have been returned from the first collection agency and are now submitted to a second collection agency.

  1. The first collection agency (often UMS) sends an Excel file to the library that identifies patron accounts that still have an outstanding debt to the library.
  2. A Polaris user adds the patron records to a patron record set using the Add from file option. No data is imported from the Excel file; the file is used to match on the PatronID and pull the appropriate patron records, as they currently exist in the Polaris database, into the record set.
  3. The user reviews the record set and removes any patron records that should not be referred to the second collection agency. The user may also select Bulk Change from the patron record set and make any necessary changes to the patron records before sending them to the second collection agency.
  4. The user generates an item record set of the items associated with the patron records using options to specify which types of items to include in the item record set.
  5. The user can select Bulk Change from the item record set and delete lost items. (This step is necessary because patron records cannot be secured if there are any items still associated with the patron account. Charges can still remain on the account, but all items must be removed before the record can be secured.) Alternatively, if the items are already in Lost status, they will go automatically to Missing or Withdrawn according to settings in the organization’s Lost Item Transition settings in Polaris Administration.
  6. The user secures the patron records individually or using the Bulk Change process.
  7. The second collection agency attempts to collect the money owed to the library.
  8. The second collection agency sends a report to the library listing the patron accounts that are cleared.
  9. The library releases the patron records one at a time.
  10. On the released patron record, the library waives remaining fines or pays them using “collection agency” payment.