A trauma-informed framework for supporting patrons The PLA workbook of best practices

Most people have had some kind of harmful emotional or physical experience with a lasting negative effect. Recent socioeconomic conditions and events such as the pandemic and natural disasters are likely to affect many library users' behaviors. The Public Library Association Social Worker Task Force developed this workbook to help library staff deal with challenging behaviors that may reflect traumatized reactions. Beginning with a contextual overview on trauma and people's reactions to it that can impact library work, the book then lays out methods to help library staff de-escalate a situation, inform users, and enforce library policy through choice. The process also includes setting boundaries, insuring confidentiality, debriefing, and self care. The next section includes thirteen scenarios of specific challenging behaviors, in each case walking through the framework of self-reflection, protection, and connecting with, respecting, and redirecting the user. Advice is clear and practical. Situations range from mental health issues and child abuse to substance use and stealing. The final section focuses on library staff self care, noting that there are no easy answers or pat solutions--but that the work is important. The authors also list several sources of information that staff can locate and use for referral. Self-check activities are scattered throughout the workbook. A detailed index concludes the volume. This workbook offers a timely, useful guide to get staff in all kinds of libraries started in using a trauma-informed approach to deal with challenging behaviors.