Making Public Libraries Safe Places for All
San Francisco Public Library, Calif.
Innovation Synopsis
San Francisco Public Library, like many urban libraries, is directly impacted by the challenges of street behavior, homelessness, mental illness and opioid addiction. It is more important than ever to keep library doors open and provide services for all. We are meeting the challenge by enacting a holistic approach to address community needs.
Challenge/Opportunity
With patron misconduct increasing along with verbal and physical attacks on staff, SFPL believes it is critical to support employees in times of crisis and establish best practices to avoid negative impacts on the library’s traditional service model. In this work, the library has changed the organizational culture, reframed public service and added new supports for staff. Our approach to this fundamental problem can serve as a model for libraries desperately seeking solutions in this environment.
Key Elements of Innovation
Formation of a staff-led Security and Communications Task Force has been a crucial step in improving safety and security. Members represent various staff classifications from administrators to front-line technicians. Staff have the opportunity to share stories, validate feelings and identify security issues at every location. The task force’s results include staff-driven recommendations for addressing problems, implementation of system-wide safety protocols and procedures and the development of hands-on trainings.
Achieved Outcomes
The task force accomplishments include revising and annotating the code of conduct, revising suspension procedures and integrating SFPL’s social work team into patron behavior responses. Trainings were provided on incident writing and use of Narcan. SFPL also developed new procedures for responding to staff assaults. As a result, staff has new skills to complement traditional library training and staff understand that security and safety for all are part of their service model.
