The world doesn’t look the same to Michael Ross as it does to most of us. He can’t read these words printed on a page, or discern doorways or stop signs or people’s expressions. The full moon is as invisible to him as a radiant sunset or the food he eats for dinner.

But he can remember these things. The 41-year-old Black man from North Carolina has been blind since he was 20 years old due to detached retinas that permanently damaged his optic nerve, and despite three surgeries.

He finds his way with help from a long cane, an array of adaptive devices including a television, computer and cell phone that speak to him and ChatGPT, which offers AI answers to many of his questions.  

He landed in Polson in February, after the destruction wrought by hurricane Helene pushed him from his home state, and fires chased him out of Los Angeles. He found an affordable apartment in Polson, and – until recently – a welcoming community.

Last week, however, Ross was prohibited from visiting the North Lake County Public Library after the staff there grew increasingly frustrated with his often time-consuming requests for help.

A letter written to Ross July 24 by Library Director Abbi Dooley states the staff has “made every effort to assist you within our policy, but you have continued to harass the staff by telephone.”

The letter is a follow up to a police complaint filed by Ross July 19 alleging that the library “was not providing him with accommodations for his disability.”

In his complaint, he told the reporting officer, Sgt. Kyle Cooper, that he had visited the library approximately three times since arriving in Polson and on his last visit, the employee said they could no longer help him and refused to type or fill out forms for him. He was also told that he needed to make an appointment before seeking help at the library.

Ross viewed the library’s stance as discriminatory and a violation of the Americans with Disabilities Act.

The police report also includes an interview with Dooley on July 24, after the library board gave her permission to “trespass” Ross. She told the officer she felt that he was beginning “to harass” the staff because he felt they weren’t providing adequate help.

She said he had made approximately five visits to the library and seemed to expect immediate assistance from library staff. The first time he sought help with his cell phone and staff helped him download an application.

On the second visit, Dooley said he asked a staff member to write a letter for him, and the third time, he requested help filling out forms for a Supreme Court case he was trying to file. Although he said the task would be “simple,” Dooley estimates that it took the employee around 90 minutes. He was told that library cannot assist with legal paperwork, and that he would need to make an appointment prior to future visits.

The fourth time, Dooley said he asked for help writing a letter and formatting it for submission to the Supreme Court, and told the staff it wouldn’t take much time. He was reminded again that he needed to schedule an appointment and was told that the task was beyond the scope of typical library services.

According to Dooley, on his fifth visit, he again asked for help writing a letter, but 15 or 20 minutes into the project, the employee told him they didn’t have enough staff to both help him and cover the front desk, and reminded him again that he needed to make an appointment.

Dooley told the officer that he “became agitated” but agreed to schedule an appointment.

She also told the officer the library staff has “done as much as they could for him” and that they typically would not type letters, read documents or fill out forms for patrons, including those with disabilities.

The library’s Rules of Conduct prohibit harassment of any kind, and according to Dooley, Ross had become “slightly intimidating, in a nice way.” She told Sgt. Cooper employees felt that they were being harassed by Ross and the board authorized her to prohibit him from entering the library “until they are able to come up with a solution.”

According to the Americans with Disabilities Act (ADA), public libraries are required to provide equal access to their services and facilities for people with disabilities. This includes ensuring physical accessibility, accessible websites and digital content, making reasonable modifications to policies, ensuring effective communication and providing “reasonable accommodations.”

This latter phrase seems to be at the heart of the conflict between Ross and the library staff.

Dooley told Sgt. Cooper that her staff had met the “reasonable accommodations” criteria of the ADA, helping him as much as they could – and more than other patrons with disabilities – while trying to connect him with useful resources.

"People in Polson been good to me"

Ross says libraries have always helped him, and because they receive federal funding have a responsibility to do so.

He says he’s mostly self-sufficient – an observation his neighbor, Guy Rowbury, confirmed. He describes Ross as “very independent.” Guy and his wife, Cheri, often read his mail to him, help with his phone, give him rides and take him shopping.

“I cook, I clean, I do everything everyone else does but sometimes I need help,” says Ross, especially when his internet service is unavailable. “I’ve got all the smart devices in the world here at home so I only go to the library when I really, really need to go … for help reading something or help writing something down.”

Ross gave the Leader a sheet of paper with handwritten notes he collected from people in the business community, including employees at Ace, Super One and Walmart, who have helped him shop or given him a ride to or from his apartment.

“People in Polson been sweet, been good to me,” he said.

He notes that Polson Police are also kind. “The police come and help me read … at nighttime or early in the morning when there’s no traffic they come over and they read stuff for me.” He also says officers have encouraged him to go to the library for additional help.

In her letter, Dooley writes, "Upon resolution of this matter, your library privileges will be reinstated and you may visit our library building and receive reasonable accommodations per our Library Accessibility Policy."

The policy, as it appears on the library’s website, reads in part: “Staff will assist a customer with a disability in any safe and feasible way needed, including opening doors, carrying or retrieving Library materials, completing Library forms, reading or writing out questions from Library staff or instructions given by Library staff. Staff assistance with accommodation assistance will be made in a reasonable time pending staff coverage. The Library does not provide assistance with reading, writing, keyboarding or use of the facilities, such as the restroom. A person who is qualified and able to help the patron needing assistance with the use of Library services, facilities and program participation should accompany them.”

She also notes that Ross may appeal the decision to the director within 10 days of receiving the letter. If he violates the ban, he could be charged with criminal trespassing. 

Since it’s a civil matter, Ross was advised by Sgt. Cooper that he could file a complaint through the U.S.  Department of Justice ADA division or the Montana Department of Justice. Complaints may also be filed with the Montana Human Rights Bureau.