Training Needs
Poverty
Interpersonal Violence
Disability
Race
LGBTQ+
Age
Culture
Mental Health
De-Escalation
Interpersonal violence refers to violence between individuals, and is subdivided into family and intimate partner violence, and community violence. 39% of women living D.C. have experienced sexual violence, physical violence, and/or stalking perpetrated by an intimate partner. With 26% of homeless adults in families in D.C. reported a history of domestic violence.
How do we support and interact with customers experiencing interpersonal violence?
How do we recognize when there is a potential interpersonal violence situation at the library? What do we do?
What are the MPD & Public Safety guidelines for reporting interpersonal/domestic violence?
Poverty refers to lacking enough resources to provide the necessities of life—food, clean water, shelter and clothing. Though ward 4’s poverty rate is below the district average, something to consider is that there are more seniors (65 and over) who are experiencing poverty in ward 4.
What are the neighborhood resources? DCPL resources?
How do we talk to/about people experiencing poverty?
How do we manage fines and other library usage with customers experiencing poverty?
How do we interact/support the homeless community?
How is poverty structural?
A disability is any condition of the body or mind (impairment) that makes it more difficult for the person with the condition to do certain activities (activity limitation) and interact with the world around them (participation restrictions). Remember, disabilities can be visible and invisible. 22.9% of people in DC have some type of disability.
What are the neighborhood resources? DCPL resources?
How do we identify inaccessible areas in the branch? Who do we contact to solve these issues?
How do we appropriately engage with persons with disabilities?
How do we interact with deaf patrons? Can staff receive basic ASL training specifically for interacting with customers?
Race is a social and political construct. Racism involves one group having the power to carry out systematic discrimination through the institutional policies and practices of the society and by shaping the cultural beliefs and values that support those racist policies and practices. The majority of ward 4 is Black/African American at 45%.
How do we identify/address racism and microaggressions with customers? With colleagues?
How do we handle these situations? How do we report it?
How do we address our biases with other racial groups?
How do these biases impact service delivery?
How do we engage with white supremacists?
LGBTQ is an acronym for lesbian, gay, bisexual, transgender and queer or questioning. These terms are used to describe a person’s sexual orientation or gender identity. Casa Ruby provides housing and shelter services, health services, social services and programs catering to the LGBTQ+ community. This organization, which is run and led by transgender women of color, is located a few blocks up from SPK.
How do we identify/address discrimination and microagressions with customers? With colleagues? How do we report it?
How do we identify/address the needs of trans customers?
Specifically, how do we address bathroom concerns with customers?
How do we de-escalate/manage situations of discrimination and harassment among customers? How do we report it?
How do we understand the needs of queer people of color?
How do we identify and address our biases with the LGBTQ+ community?
How do these biases impact our service delivery?
How do we partner with Casa Ruby?
Ageism refers to the stereotypes (how we think), prejudice (how we feel) and discrimination (how we act) towards others or oneself based on age. The largest age group in ward 4 is between 25-34 with a median age of 40.
How do we identify and address our biases with age?
How do these biases impact our service delivery?
How do we identify/address discrimination and microagressions with customers? With colleagues? How do we report it?
Cultures are customary beliefs, social forms, and material traits of a racial, religious, ethnic, or social group. Ward 4 has double the percentage of Hispanics/Latinos than in the District. In the Ward 4 area, the most popular languages are Spanish and African languages.
How do we identify and address our biases with language and culture?
How do these biases impact our service delivery?
How do we use Language Line?
What are some ways that public services staff can provide services to customers who English is not their first language?
What are language and cultural resources in the District? At DCPL?
Mental health includes our emotional, psychological, and social well-being.D.C. ranks the worst in terms of dependence or abuse of illicit drugs or alcohol, in 51st (last) place. The prevalence of dependence or abuse of illicit drugs or alcohol is 12.51% in D.C., as compared to 8.47% nationally.
How do we appropriately engage with persons with mental health and substance abuse disorders?
How do we keep ourselves and others safe in the library?
How do we de-escalate situations involving someone with mental health?
How do we report it?
What are District services we can provide to people experiencing mental health and/or substance abuse? Services at DCPL?
How can we receive the Mental Health First Aid Training as public services staff?
In the past two years, ward 4 has experienced average to minimal crime. The goal of de-escalation is to decrease the emotional, physical and mental stress levels of a situation using verbal and non-verbal de-escalation techniques.
How do we respond to upset patrons?
How do we respond to verbal threats to staff members? To other patrons?
How do we respond to visible or suspected weapons?
How do we appropriately report incidents?
How do we build relationships with public safety? With MPD?
How can we receive First Aid training?