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Incident & Issue Tracking

Track and resolve incidents, big and small – so nothing falls through the cracks.

Incidents Are Inevitable – Poor Reporting and Response Don't Have To Be

Incident & Issue Tracking provides one secure, privacy-focused platform to report, track, and resolve all types of problematic events your library might encounter such as:

  • Behavioral issues
  • Facilities problems
  • Technology issues
  • Policy violations
  • Book challenges

Key Features

  • Use customizable forms to capture major and minor incidents and issues, and allow staff to accurately and promptly resolve them
  • Keep relevant staff and stakeholders informed and up to date via automatic notifications
  • Record and keep track of trespass notices, police reports, and 311 calls
  • Help administration make data-driven decisions with comprehensive statistics and analytics to better support your library, staff, & patrons

Every Step in One Platform

Multi-Channel Reporting

Public-facing or internal staff forms can be submitted through email, SMS, or social media to foster a culture of safety and accountability across the organization.

Triage & Respond

Automatically assign incidents to the appropriate staff or department based on severity, type, or location. Reduce response time during critical situations by removing guesswork about who needs to be notified.

Connections & Trends

Generate reports and statistics to identify trends, patterns, and recurring issues. Link related events to each other and add details like the root cause and resolution for future reference.

ILS Integration

Associate patrons with tickets through an API integration with your library's ILS. The privacy-minded patron information database ensures that PII is protected in reports and statistics. 

Audit Log

Keep a chronological record of organizational activities, capturing who did what, when, and where, to provide evidence for security, compliance, and troubleshooting.

Draw on Past Incidents to Help Future Initiatives

Incident & Issue Tracking helps libraries plan future initiatives using real data instead of anecdotal experiences. By identifying patterns in behavior-, safety-, or facilities-related incidents, libraries can recognize when staff need additional support, training, or resources. 

Statistics compiled by Incident & Issue Tracking can help libraries justify investments in security, staffing, building improvements, or community partnerships when communicating with boards and stakeholders. 

Incident & Issue Tracking data can be used to measure the impact of new initiatives over time. Comparing reports before and after policy changes, training programs, or space redesigns allows libraries to refine their approach and continuously improve safety and service. 

Want to Stay in the Loop?

Sign up to be the first to know when Incident & Issue Tracking launches and stay informed about the updates along the way.