sydney mccoy branch administrator c.burr artz public library frederick county public libraries what...
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SYDNEY MCCOYBRANCH ADMINISTRATOR
C.BURR ARTZ PUBLIC LIBRARYFREDERICK COUNTY PUBLIC LIBRARIES
What are THEY doing in my library? Handling Homeless, Disruptive Behavior & Public Perceptions with Compassion &
Law Enforcement
Preventing Escalation
Assess situation Be calm and non-threatening Non-judgmental stance Listen Use their name Clarify messages
Keep em’ happy
Hear the customer outDon’t argueShow you are sorryWin them over with empathyStart your investigationFind out what the customer wantsExplain what you can and cannot do Set up a planTake actionCheck back with the customer
Behavior Policy
Behavior Policy What should it include? What should it not include? How much is too much? Do I need a separate Internet Policy? Is it enforceable?
FCPL's Policy
Importance of Consistency in Enforcement
All patrons should be treated equally Patrons travel from branch to branchTreat teens with same standards as adultsIf it violates policy don’t ignore it
Working with the Police…or…Are they one of Us?
Police Stereotypes
Police Truths
Incident Report
A formal way to document safety and security issues
A formal tool to pass issues up the line to administration
In some situations a way to pass on situations to risk management and Police Departments
FCPL Form
Each branch in the system has a blog. Blogs are used to track security issues and communicate all potential issues. It is also used to announce bannings.
Consistent Banning Procedure
Librarian in Charge is only one authorized to ban a patron
FCPL Banning ProcedureOnly offenses outlined in Behavior or Internet
Policy are grounds for banningCommunication happens instantlySample LetterHow we enforce banning (the cold hard
truth)
Banned Patron Log
Updated as needed on system-wide intranet.
When a patron is banned from one branch they are banned from the entire system.
Examples of Behaviors:
Public intoxicationIllegal substancesLewd behaviorWeaponsPublic outbursts, due to patrons with mental
health issuesTheftTampering with equipmentDomestic situations that occur inside the library.
Abuse, divorce, custody issues, distraught (sometimes suicidal) patrons
Benefits
Continue to learnCommunicationNetworkingSafety Staff MoraleAwarenessSupportEmergency Preparedness
Questions