Presentation on theme: "What we do. Work with Salt Lake City Public Library homeless and low-income patrons of all ages Educate the community/patrons about medical, social."— Presentation transcript:
What we do
Work with Salt Lake City Public Library homeless and low-income patrons of all ages Educate the community/patrons about medical, social services, mental health, employment, and domestic violence services Assist Library staff with community resources for vulnerable or at-risk patrons On call with SLCPL branch libraries; we visit each location at least once a week Transport clients to agencies to help with various needs Train Library staff on de-escalation skills when dealing with volatile patrons
VOA- Present at the library system before the SLCPL partnership. In Spring 2012 SLCPL library administration, SLC mayors office, and Optum mental health created the grant for library outreach. Volunteers of America was well known in the community for its homeless services was selected for the grant. On May 21, 2012, our three-person outreach team began at the Library. Our services are for the homeless, people with mental health issues, domestic violence, employment services, detox, substance abuse, and more.
Between May 21, 2012 – April 19, 2013: 406 unique individuals have been provided 6,829 outreach services (81 females and 325 males) 5,347 Support and Referrals (Referrals & Information) 168 episodes of consult totaling 78.5 hours provided to 448 duplicated Library staff
What should you do if she came into your library?
Remain professional and stay focused on business with the patron giving information on available resources Information is key. Don’t give out personal information about yourself. Do not ever give money to patrons. Trust but verify.
Implementing these steps with problematic patrons will ensure that if you need to talk with them about an issue, it will result in a less tense situation. Greet and acknowledge with eye contact. Provide them the same level of service you’d give to any other patron; People can sense hesitation or reluctance in your body language. Address problems directly. Patrons acting out need to be informed right away when they cross a boundary.
Utah HomelessUS Homeless Total Population 16,522 (+15% over 2010) 3.5 million Chronically homeless 542 (-10% over 2010) 17% % of population in families40%37% Homelessness Statistics Source:
Homeless Outreach Program Street Outreach Team Library Engagement Team Medical Outreach Street Team Pathways Program