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We are only now coming to terms with how common trauma really is; a landmark Kaiser study that surveyed patients receiving physicals found that almost two-thirds had experienced at least one form of abuse, neglect, or other trauma as a child. Though originating in the fields of health and social services, trauma-informed care is a framework that holds great promise for application to library work. Empathetic service, positive patron encounters, and a more trusting workplace are only a few of the benefits that this approach offers. In this important book Tolley, experienced in both academic and public libraries, brings these ideas into the library context. Library administrators, directors, and reference and user services staff will all benefit from learning 

• the six key principles of trauma-informed care;
• characteristics of a trusting and transparent library organization, plus discussion questions to promote a sense of psychological safety among library workers;
• how certain language and labels can undermine mutuality, with suggested phrases that will help library staff demonstrate neutrality to patron ideas and views during information requests;
• delivery models that empower patrons; 
• advice on balancing free speech on campus with students’ need for safety;
• how appropriate furniture arrangement can help people suffering from PTSD feel safe;
• guidance on creating safe zones for LGBTQIA+ children, teens, and adults; and
• self-assessment tools to support change toward trauma-responsive library services.

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; and
• gain 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 Challenges
• Sleeping at the Library
• Strong Personal Odor
• Personal Belongings
• Suspected Intoxication/Under the Influence
• Substance Use
• Threatening Verbal and Nonverbal Behavior
• Unsheltered Teens
• Adult Self-Neglect
• Child Abuse or Assault
• Solicitation or Panhandling
• Stealing
• Child Unattended After Closing

The school-to-prison pipeline impacts communities across the country; often, this system and families impacted by it remain invisible. But librarians, educators, and others who work with youth know first-hand that libraries and reading can be life-altering for youth impacted by incarceration. Written by public librarians who have supported youth before, during, and after incarceration, this book draws from their own experiences while showcasing insights from other library workers, researchers, educators, people who work in the juvenile justice fields, and mental health professionals. Designed to empower libraries and their staff to provide children and teens with information, visibility, knowledge and skills, recreation, and role models, it shares practical strategies for helping youth avoid the school-to-prison pipeline or contend with it. Readers will discover

• a concise explanation of the school-to-prison pipeline, including statistics on how and why it disproportionately impacts LGBTQ+, BIPOC, and disabled youth;
• concrete, proven strategies for disrupting youth incarceration pathways by giving young people the tools and support they need to avoid incarceration;
• steps for bolstering youth engagement during out of school time;
• guidance on how to align disciplinary approaches with trauma-informed practices when dealing with rowdy youth and other disruptive behavior;
• an overview of what libraries are doing to provide programs and services inside a youth facility, including literacy support, high school equivalency/GED programs, and televisiting;
• strategies for combatting the isolation of children of incarcerated parents by creating inclusive and welcoming library environments;
• information about the complex and difficult process of reentry for incarcerated youth, with adaptable ideas and lessons from the work being done in libraries for reentering adults; and
• an inspiring vision, extrapolating from work in adjacent fields, of what libraries can do to overcome barriers to bringing more youth into the library.