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THE INCLUSIVE LIBRARY best practices for serving patrons experiencing homelessness
general introduction
page
02
Heather Lowe Adult Services Administrator
Heather.lowe@dallascityhall.com
Antoinette Carey-Spriggs
Antoinette.spriggs@dallascityhall.com
Homeless Engagement Coordinator
homelessness
Over half a million Americans are
experiencing homelessness.
Seven million more are at risk of
becoming homeless.
In Dallas nearly half of those in
housing cannot afford it.
Homeless man in Los Angeles photographer: Tera Bass
homelessness
People experiencing
homelessness have always been
in our libraries. We may not have
always treated them with
compassion and understanding.
Homeless man in Los Angeles photographer: Tera Bass
The American Library Association promotes
equal access to information for all persons,
and recognizes the urgent need to respond to
the increasing number of poor children, adults,
and families in America.
philosophy.
Dallas Public Library is
committed to library service
for all regardless of
status or identity
homeless engagement at dallas public library
page
07
Music classes, photography
walks, poetry workshops, and
much more are available to this
population
arts
Dallas Public Library offers a
tailored and more in-depth
service desk.
one-on-one We make time for fun through
game days, community
puzzles, coffee & conversation,
and movie screenings.
fun
Our local homeless relief
continuum of care
organizations meet at the
library to discuss events and
aid.
information
service strategies.
service
strategies
Service to patrons experiencing homelessness
starts with
shifting staff skills and
understanding of homelessness
service strategy start with staff
page
010
Library staff want to help people, but
they often don’t know where to start.
Offer training to support them.
service strategy start with staff
page
011
Model compassion and service from
the top down.
service strategy start with staff
page
012
Provide clear guidance to staff and
give them time to practice newly
acquired skills.
service
strategies
Pinpoint the services needed that are
unique to patrons experiencing
homelessness and develop a plan to implement this
in your library
service strategy targeted service
page
014
Patrons experiencing homelessness often need
guidance similar to many of our other patrons.
However, they may require a tailored and lengthy
interaction than most standard reference desks allow.
provide one-on-one
service strategy targeted service
page
015
Connections with relevant service providers are as
important as connections with patrons experiencing
homelessness.
partner with experts
service
strategies
Don’t forget to target intellectual and
creative lives of patrons experiencing
homelessness. Focus on the humanity and talent of all
who walk in your doors
art
Libraries can provide access to
arts programs that many
homelessness relief services
cannot.
connection
Libraries can offer opportunities
for people to have normal
interactions with others.
service
strategies
Offer kindness and consistency because our
patrons experiencing homelessness have countless
reasons not to trust institutions and people.
lessons learned.
lessons learned
page
021
do what libraries do best
we are information navigators
we provide opportunities for socialization and self-improvement
recognize when you need help
lessons learned
page
022
check your assumptions
don’t assume you know what patrons need
don’t assume you know who is and isn’t homeless
don’t assume you’ve communicated effectively
lessons learned
page
023
integrated approaches work best
don’t segregate staff who work with homeless populations
get plugged in to the continuum of care community
lessons learned
page
024
ensure security is on the same page
provide clarity in your expectations
take responsibility for lead role in safety
include safety patrol and police department in the conversation
challenges.
challenges experienced
page
026
Think carefully about how you’ll measure the success
of your program. With a transient population, following
individual long-term outcomes presents challenges.
documenting individual outcomes
page
027
Don’t forget that library staff are not trained social
workers. Many of your library staff feel deeply, and
you’ll need to remind them to take care of hearts and
minds.
maintaining self-care
challenges experienced
challenges experienced
page
028
Any successful initiative to support populations
experiencing homelessness will attract attention. Know
why you’re providing services and craft your message.
community relations
thank you.
questions? contact us
page
030
Heather Lowe Adult Services Administrator
Heather.lowe@dallascityhall.com
Antoinette Carey-Spriggs
Antoinette.spriggs@dallascityhall.com
Homeless Engagement Coordinator
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