Submitted by Michael Artz of Pennoni Associates, Inc. for ...
SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What...
-
Upload
valentine-lane -
Category
Documents
-
view
212 -
download
0
Transcript of SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What...
![Page 1: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/1.jpg)
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
![Page 2: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/2.jpg)
Preventing Escalation
Assess situation Be calm and non-threatening Non-judgmental stance Listen Use their name Clarify messages
![Page 3: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/3.jpg)
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
![Page 4: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/4.jpg)
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
![Page 5: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/5.jpg)
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
![Page 6: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/6.jpg)
Working with the Police…or…Are they one of Us?
![Page 7: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/7.jpg)
Police Stereotypes
![Page 8: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/8.jpg)
Police Truths
![Page 9: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/9.jpg)
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
![Page 10: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/10.jpg)
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.
![Page 11: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/11.jpg)
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)
![Page 12: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/12.jpg)
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.
![Page 13: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/13.jpg)
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
![Page 14: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/14.jpg)
Benefits
Continue to learnCommunicationNetworkingSafety Staff MoraleAwarenessSupportEmergency Preparedness
![Page 16: SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive.](https://reader035.fdocuments.us/reader035/viewer/2022070323/56649e195503460f94b0624b/html5/thumbnails/16.jpg)
Questions