At MLA/DLA conference I attended two workshops, "Best Practices for Serving the Homeless" and "Improving Library Service for Our Homeless Patrons," about library service to the homeless. These workshops were excellent presentations, which helped participants understand that homelessness is a complicated social problem. Library's can help by providing information, programming and a welcoming attitude.
"The Homeless" is a term frequently used as a catch all for customers who are not blending in with the typical user population. It covers a range of behaviors such as coming to the library as frequently as all day, every day, bringing a large amount of personal belongings, attempting to sleep in the library and more. Their problems include joblessness, housing insecurity, homelessness, mental health issues, addiction, no facilities to maintain personal hygiene and exposure during extreme weather.
The pre-conference workshop began with a presentation by David Prittle, a formerly homeless advocate for the homeless in the DC area. Sharing his story gave a human face to the complicated problem of homelessness. Participants in the workshop took the opportunity to ask “Why do the homeless not go to shelters?” , "what did you read?" "Did you ask the library staff for help?"and other practical questions. In Mr. Prittle's experience, the library was a peaceful safe place as long as he did not fall asleep too often. Eventually he was asked to leave the library.
Librarians need to raise awareness that our customers who are under stress need information and assistance from the library staff, although they may not know to ask staff directly for help. Policies must welcome all members of the community. The public areas need to be managed fairly. Library policies should always consider how to create/maintain access to the library by all members of the community.
What helps homeless/stressed community members?
Inclusive Programming – customers who are experiencing stress such as homelessness do not feel invited to typical programs. Scheduling Adult programing in day time helps. Fun programs are appreciated. Movie screenings, chess boards, Art classes for adults and even “Meet the Staff” style programs are successful. Staff may have to encourage attendance with specific verbal invitations to individuals. Job hunting and work skills oriented programming is appreciated. Programming such as health screenings and “Lawyer in the Library” are very useful to customers who have many needs.
What hurts the homeless/stressed community members?
In some cases, well intended policies may prevent community members from using the library. All libraries need to have policies which allow them to issue library cards to customers who have no fixed address. All policies that are implemented need to be applied equally at all library users. [For example, if the book club members can eat in the public areas of the library, so can every other customer.] Policies that target specific sectors of the community can hinder positive service attitudes of the staff towards the community.
What can Librarians do?
Librarians can review proposed and existing policies to consider how the policies impact the entire community. Library staff may need training to recognize (and respond to) information needs that customers do not articulate clearly. Staff may need to adopt a less formal style; for example, actively invite community members to attend daytime adult programming. Library staff should also be aware of the wide variety of help that is available in the community. This is a challenge. Resources, organizations and social service programs are constantly changing. There is no one resource for all our customer’s needs.
Sarah
Kuperman
Collection
Management
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