TAG wanted to address several obvious service gaps: starting with training staff around issues for transgender and gender non-conforming staff and customers, improving the working environment and allowing flexibility in customer names in our ILS. The group continues to meet and assess where DPL can improve service for these staff and customers including continuing to update and improve the training to keep it relevant.

TAG developed and presented a training, A to T: Welcoming Transgender Customers. The session addresses competent customer service and creating inclusive work environments. With our books and borrowing manager, TAG also researched the need to include customer names in our ILS that aren’t accurately reflected on IDs, and brought the issue to our ILS vendor's attention. This work resulted in building flexibility into our ILS contract renewal to pursue this capability in the future.

More than 90 staff have attended the training and provided valuable feedback as we continue to assess and adapt it. Variations of the training have been accepted at state and national conferences. Additionally, it is our hope that we will be able to develop the ability to have flexible name fields for customer records thanks to the leeway in our upcoming ILS contract.