Transition from Security to Public Safety
Salt Lake City Public Library
Innovation Synopsis
Traditionally, libraries used contract security companies for public safety, which sometimes conflicted with the library's mission and values. To improve this, we established an in-house Public Safety department within the Salt Lake City Public Library. This shift includes a thorough employee screening process to align with our library’s culture and values. We also collaborate with our in-house Social Services team to better address challenging patron interactions. Our innovative solutions include a Safety Operation Center (SOC) for monitoring and triaging emergencies, a mobile patrol for quicker responses and consistent branch presence, and an EMT unit for immediate medical emergencies. Additionally, we’ve updated our uniforms to a softer style to enhance approachability.
Challenge/Opportunity
The Salt Lake City Public Library (SLCPL) established its Public Safety department in 2020. Over the past four years, we’ve seen a sharp rise in unhoused patrons, mental illness, drug addiction, and violence. Traditional security methods proved inadequate for these new challenges. In today’s library, a large segment of the community has a very different set of needs than those seen historically in public libraries.Our in-house department addresses these issues with a compassionate, trauma-informed approach. The EMT unit handles emergencies ranging from heart attacks to fentanyl overdoses, saving lives. The Safety Operation Center (SOC) improves response times and identifies safety needs proactively. The mobile patrol enhances branch safety with quicker responses and a regular on-site presence during library hours.
Key Elements of Innovation
- Created a SOC to monitor cameras, halo sensors in restrooms, radio traffic, and emergency triage across all SLCPL locations.
- Established an EMT division within SLCPL Public Safety, handling everything from basic first aid to life-threatening emergencies.
- Updated public safety uniforms to polo shirts with the library logo, "Safety" on the sleeves, and an EMT logo for certified staff to present a softer approach.
- Implemented trauma-informed training in de-escalation, behavior management, and basic self-defense, and partnered with the social services team for a holistic response to non-violent incidents.
- Revised the patron code of conduct with our social service team and librarians to better address safety issues and support patrons in crises, such as mental illness or homelessness.
Collaborate with city government, police, and EMS to align our response strategies with broader public safety efforts.
Achieved Outcomes
We've received positive feedback from the community and staff about our more professional, compassionate, and well-trained public safety team. Traditional contract security often led to negative interactions due to untrained officers struggling with crisis situations and lacking empathy for those facing homelessness, mental illness, or addiction. Our EMTs have saved lives thanks to their training, and our new uniforms have been praised for making us more approachable. The Security Operation Center's improved response times and communication have significantly enhanced emergency management. Additionally, our ongoing collaboration with the in-house social service team has made a tangible difference in assisting community members with their challenges.
