A Trauma-Informed Framework for Supporting Patrons: The PLA Workbook of Best Practices

by The Public Library Association Social Worker Task Force

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
   
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
 

Genres: Nonfiction, Professional Development, Librarianship, Mental Health

112 pages, Paperback

Published March 7, 2022

Reviews

[Rachel · Rating 4 out of 5]

A useful tool for helping folks question their assumptions and offering some good real life scenarios to read over and think about different ways to approach challenging situations. These days we see more and more folks who are dealing with trauma on a regular basis. It's important to remember that as librarians, most of us aren't trained counselors or social workers, but there are still a lot of ways we can be sensitive to the needs of our users and engage with them in supportive ways.

I liked the section on evaluating policies and considering why we have them and what they're really for. Do we apply them fairly, equitably, and consistently?

I also appreciated the section on self care and compassion fatigue. And the acknowledgement that it's important to set boundaries and know when to reach out for more help when things are beyond what we can provide and do.

[Stephanie · Rating 4 out of 5]

I haven't ACTUALLY finished this; I still have most of the exercises to complete. But I HAVE finished reading the actual material, and it kinda made me miss my social work days. ♥️ I've been working on reframing some interactions as "what happened to you?" instead of "what's wrong with you?," and this is helping me to serve with empathy. My library system is hella big on that. 🤘

[Melissa · Rating 5 out of 5]

If you work in libraries buy this workbook! The scenarios are applicable to real-life libraries. Very much appreciated working through the various sections and would like to see another volume published.

[Anders · Rating 5 out of 5]

Thoughtful, wide-ranging, and practical introduction to trauma and librarianship! The 13 scenarios were helpful and relevant. A fantastic resource!

[Sarah · Rating 4 out of 5]

This relevant resource first opened by appropriately teaching library workers what trauma is, and what trauma-informed really means. Laying the foundation for trauma-informed library work, part 1 spoke about reflecting on cultural and historical events and relationships, promoting safety, the importance of collaboration, and encouraging opportunities for patrons to build skills and confidence. Speaking on giving patrons a choice for resolution after informing them of a policy, and how that promotes de-escalation, reminded me of a really helpful webinar series by Ryan Dowd, and is such an important reminder. I really appreciated that this chapter also opened with an ACE (Adverse Childhood Experiences) so that those library staff who aren’t familiar with it can really start to empathize and understand how patrons’ (and library staff’s own) experiences as a child can profoundly affect their behavior.

Also appreciated was the explanation on the timing of trauma and how that can affect patron behavior. The effects of trauma are more deeply ingrained the younger it happens, and it’s important to remember that some people affected especially by repeated trauma can become stuck in the “fight, flight, or freeze” responses, which can correlate to reactions that may seem to some to be more extreme than what triggered them. I loved how the authors mentioned the importance of changing the question “What’s wrong with you?” to “What happened to you?”, which was emphasized in another favorite resource of mine: What Happened to You; Conversations on Trauma, Resilience, and Healing by Bruce D. Perry. Coming from that shifted perspective really helps with the empathy needed to work in a library setting.

Included in this workbook were many reflective activities as well, such as reviewing library policies (which is the first step in navigating challenging behavior), identifying resource gaps, resource referral practice, and a setting boundaries practice. Especially helpful was the second part of the book which included specific behavior examples and how to work through it using the guidelines of reflect, protect, connect, respect, and redirect. Scenarios such as sleeping in the library, strong personal odor, threatening verbal and nonverbal behavior, and noticing a child unattended after closing were all included. I especially liked that even though some (or all) of the information in this workbook may not be new to every reader, the easy to read and concise format was very helpful for reminders on procedures and tips you may have heard from other professional development opportunities. My only disappointment in this was that there weren’t more specific scenarios included, but understandably the unpredictability of the library can’t fit in a book!

[Marathon County Public Library · Rating 4 out of 5]

This relevant resource first opened by, appropriately, teaching library workers what trauma is, and what trauma-informed really means. Laying the foundation for trauma-informed library work, part one spoke about reflecting on cultural and historical events and relationships, promoting safety, the importance of collaboration, and encouraging opportunities for patrons to build skills and confidence. The Task Force speaking on giving patrons a choice for resolution after informing them of a policy (and how that promotes de-escalation) reminded me of a really helpful webinar series by Ryan Dowd, and is such an important reminder. I really appreciated that this chapter also opened with an ACE (Adverse Childhood Experiences) survey, so that those library staff who aren’t familiar with it can really start to empathize and understand how patrons’ (and library staff’s own) experiences as a child can profoundly affect their behavior.

Also appreciated was the explanation on the timing of trauma and how that can affect patron behavior. The effects of trauma are more deeply ingrained the younger it happens; It’s important to remember that some people affected especially by repeated trauma can become stuck in the “fight, flight, or freeze” responses, which can correlate to reactions that may seem to some to be more extreme than what triggered them. I loved how the authors mentioned the importance of changing the question “What’s wrong with you?” to “What happened to you?” which was emphasized in another favorite resource of mine: What Happened to You; Conversations on Trauma, Resilience, and Healing by Bruce D. Perry. Coming from that shifted perspective really helps with the empathy needed to work in a library setting.

Included in this workbook were many reflective activities as well, such as: reviewing library policies (which is the first step in navigating challenging behavior), identifying resource gaps, resource referral practice, and a setting-boundaries practice. Especially helpful was the second part of the book which included specific behavior examples and how to work through it using the guidelines of reflect, protect, connect, respect, and redirect. Scenarios such as sleeping in the library, threatening verbal and nonverbal behavior, and noticing a child unattended after closing were all included. I especially liked that even though some (or all) of the information in this workbook may not be new to every reader, the easy to read and concise format was very helpful for reminders on procedures and tips you may have heard from other professional development opportunities. My only disappointment was that there weren’t more specific scenarios included, but understandably the unpredictability of the library can’t fit in a book!

Sarah M. | Marathon County Public Library
See this book in our catalog.

[haley ⊹ · Rating 4 out of 5]

I decided to read this after it was recommended from a speaker at our staff in-service day last month. although I did not complete many of the worksheets included in this book (due to borrowing it), I found the information that was presented to be extremely helpful. I took plenty of notes and will be sharing much of the information with my coworkers.

[Alondra · Rating 5 out of 5]

While not comprehensive, this is an excellent place for new librarians to start, and for all librarians to refresh themselves on what it means to work in service of a community.

[Hannah Jane · Rating 5 out of 5]

This is a little redundant with lots of common sense moments, but there are plenty of helpful moments that more than outweigh these issues. Great for anyone working in customer/patron service. Providing patrons with choices, acknowledging their emotions, introducing ourselves, and letting them know we're glad they're at the library (or wherever you work!) are a few things we can do for all our patrons. Sometimes these things are easy to do, but some situations can be a bit tricky. This book has lots of examples of unique situations and different ways we can help patrons in these situations. Helpful, educational, and an excellent resource for assisting patrons.

[Rebecca · Rating 3 out of 5]

The most useful library specific trauma informed work I've read to date