A Trauma-Informed Framework for Supporting Patrons: The Pla Workbook of Best Practices

Whether it's navigating a crisis or witnessing a community member struggling with tough times, coming face to face with trauma and adversity can be uncomfortable. But in striving to learn more about challenging behaviors, and how we can better interact with library patrons and our coworkers, we can come to see that people are complex and not simply "problems." This workbook from the PLA Social Worker Task Force (SWTF) provides a collection of powerful tools to add to your customer service toolbox. It's filled with prompts, exercises, and best practices that shed light on how trauma can affect people, helping you build confidence in your ability to support your library's patrons. You will delve into what trauma is and how it impacts library work;be introduced to a framework for utilizing a trauma-informed lens in your interactions;practice exercises to spur personal reflection on common concerns bound up with library work and the policies relating to these issues; andgain hand-on tools and techniques, including strategies for de-escalation and guidance on the impacts of involving law-enforcement and banning patrons. You will also explore various scenarios which provide the opportunity to integrate what you've learned and practice responding through a trauma-informed lens, including Mental Health ChallengesSleeping at the LibraryStrong Personal OdorPersonal BelongingsSuspected Intoxication/Under the InfluenceSubstance UseThreatening Verbal and Nonverbal BehaviorUnsheltered TeensAdult Self-NeglectChild Abuse or AssaultSolicitation or PanhandlingStealingChild Unattended After Closing