By offering Assistance Sessions at numerous branch locations, we reduced barriers. Previously, Library customers only received this service at Main Library. This created transportation barriers, and customers needed to create appointments via email or phone. A number of small business owners who were applying for COVID-relief grants were finding themselves ineligible due to a lack of business plans and historical financial records. Creating these types of foundational documents is a frequent service needed and provided.

Process:

• Librarians used demographic research to identify branch locations near areas of commerce.
• The department worked with the internal communications department to develop a promotional strategy and sign-up form process.
• Librarians engaged with a cohort of technical assistance providers to encourage referrals.
• Small Business Development Center offered classes at branch locations the same day librarians offered sessions.

Goals:

• Reduce barriers to access services.
• Equitably distribute services throughout the count

• 307 Appointments made in 2022.
• Outreach Appointments constituted nearly a third of all appointments in 2022.
• The departmental outreach in addition to the reduced pandemic restrictions, led to the 72% increase in customers served from 2021 to 2022.
• Customer feedback has been positive for the convenience of using their local branch and signing up online.
• Take the Next Step blog post