Working at a Reference Desk isn't all about funny misunderstandings. Sometimes it's very serious, as this week's question shows. However, two things about this question:
- It actually happened last week morning of April 15th
- Wednesdays are my late shift, so I only heard about how my coworkers handled this when I came in at 1pm - but they did everything right and I thought it was worth sharing
Apparently, an older female patron came up to the desk and asked for help scanning and emailing something. One of the desk staff showed her how to get started scanning, and went back to the desk. A few minutes later, the patron came back over and asked for help emailing. After a short conversation, when the patron found out the scanner can't email things itself but instead she needs to send it from her own email account - which she didn't have - she put her head down on the table and said,
You just don't understand, you don't understand how serious this is, I'm going to be arrested!
Everyone knows library staff are not supposed to ask why when helping patrons, but they rightly did in this case.
It had been all over news outlets this tax season how there was a new kind of scam: you'd get a phone call and the person would say they were the IRS and you needed to send them money or else you'd be arrested. That was exactly what was happening with this patron - she had just deposited her money in an account in the bank across the street (which was not her bank), and had come to the library to scan and email the deposit slip to "the IRS" so they could withdraw it.
Thank goodness our staff caught on. The patron had a hard time believing she was being scammed, but staff insisted. They brought her into the office so she could sit down relax, and staff called the Police. When the officer arrived, he listened to the situation, and then left with the patron to go over to the bank.
As far as I know, we never heard back about what happened, but it sounds like the situation was derailed in time - at least, I sincerely hope so. And, there are two other comments about this interaction:
- My coworker who was helping the woman said the patron's cell phone kept ringing the entire time, and it was the scammer! I guess he knew he was close to getting his money, so he kept calling to find out why she hadn't sent the email yet. Finally my coworker took the woman's phone and told the scammer that they knew what was going on and exactly what she thought of him. I'm sorry I missed that.
- Since this was all happening in the public area, and the woman was clearly in distress, of course it caught the attention of all the other patrons in the area. As it unfolded and everyone realized she was being taken by a scammer, other patrons sitting at the computers nearby starting chiming in with their own comments - ranging from advice to criticism on her being dangerously gullible. Now that is almost as pathetic as scamming the elderly out of money.
Anyway, the whole situation seemed to be handled perfectly by the staff, so way to go to them.