Elissa Hardy, Licensed Clinical Social Worker (LCSW), Denver Public Library
Ann Schwab, Children's Services Librarian, Denver Public Library
Staff at the Denver Public Library wrote a grant to create a team to research and develop resources to better help the homeless in the community. Through this grant the team wrote a proposal to bring on a LCSW that could help develop and provide services. Through the grant the library was able to offer "Monday Meditation", journaling, and more.
Something unexpected was the benefit to the staff.
Many of the customers that are struggling with homelessness, poverty, abuse, and addiction that are coming in to the library have suffered some form of trauma.
Trauma affects the brain. We know in children that it affects the development, growth, and function permanently. In adults, trauma affects their ability to think rationally and make logical decisions. The fight or flight response is triggered and has taken over. This can create difficult and challenging situations for staff when serving a patron who has been affected by trauma.
We now know that an individual does not have to experience the trauma first hand to suffer, examples include large scale disasters like 9/11 or the terrorist attack in San Bernardino. Staff may not realize that they are affected.
Symptoms may include -
- depression
- isolation, no longer wanting to see friends
- exhaustion or burnout, and more.
The first line of defense if empathy. Instead of looking at these challenging patrons and saying -
"What is wrong with the patron!"
Flip it -
"What has *happened* to that patron." Knowing that they have suffered some form of trauma.
By thinking of that patron in a different way, it allows you to remember not to take it personally, and in turn offers better services.
She gave the analogy of an empty cup being filled with water. Each difficult situation (wake up late, car accident, bad news) all filled the cup with water. We are never sure how full our patrons cups are with water. We need to also watch our own cups of water.
The same things we are looking for in service - clean, welcoming environment, good service is what our patrons want.
What is also important is to practice self care - everything we know we should be doing, but actually *NEED* to do.
- Exercise
- Take your breaks, take your lunch
- Get outside
- Breathing or meditation
- Venting
- Safe, supportive environment
- Looking out for each other (supervisors and staff can help each other - be the spigot to help drain each other's water)
Finding your own routines, an example she included was a friend had a small sign in her car one side saying to start the day was three things she was grateful for and on the opposite side a sign saying home bound.
Self care is promoted from the top down, an example - an email sent from Library Director saying if your free at 12 noon we're taking a walk, join me at the fountain.
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