Let’s Talk about the Challenges and Outcomes of Library Services to People Experiencing Homelessness! Sanja Bunic Zagreb City Libraries CROATIA 14 June 2018 1 1 1

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IFLA Guidelines for library services to people experiencing homelessness Homelessness in Croatia A Book for a Roof – Zagreb City Libraries services for people experiencing homelessness Librarians' views on these services How to overcome challenges? What are the main outcomes? A key message CONTENT 3 3 3

- international librarian community awareness Importance of the IFLA Guidelines for library services to people experiencing homelessness (2017) - international librarian community awareness - contribution to the resolution - sharing experiences from all over the world (examples from 50 libraries) - overcome prejudice, barriers - meet needs - plan, organize, advocate and evaluate l 4 4 4

For more information look at IFLA Guidelines. 5 5 5

Homelessness in Croatia transition from socialism to capitalism the war in the first half of the 1990s every fourth citizen is poor 2011 Social Welfare Act – homelessness mentioned for the 1st time no relevant data about the number of people experiencing homelessness lack of programs for them insufficient communication in the system Homelessness in Croatia 6 6 6

Advocacy on a national and international level! 4 stages in the development of the ZCL’s services: 1. Establishing contact with people experiencing homelessness (2010) important link: a person experiencing homelessness - volunteer 2. encourage people experiencing homelessness to enter the labour market (EIFL grant – 2011/2012) lack of partners support, burnout syndrome 3. networking partners, publishing and donating (2013) empowering people experiencing homelessness builds community 4. individual approach in supporting users (2014/2018) listening and supporting persons experiencing homelessness according to their individual needs and potential Advocacy on a national and international level! 7 7 7

the best documentary film and the best video "A corto di libri" award 2018 the best documentary film and the best video 8 8 8 8 8 8 8 8

Librarians' views of library services for people experiencing homelessness (33 reference librarians in ZCL) Should libraries organize targeted services for people experiencing homelessness in areas where there is a higher number of homeless people? 96.97% YES 3.03 % NO Would you personally engage in the organization of library services for people experiencing homelessness? 51.52% YES 48.48% NO For the last 8 years only one librarian has been organizing these services permanently in ZCL and other libraries in Croatia. 9 9

Opinions of the 3 librarians who were briefly involved in services They did not have professional knowledge and skills for: - crisis communication - encouraging people experiencing homelessness to use library services - keeping them as regular users - situations which needed the professional support of social workers, psychologists 10 10

The ways we overcome challenges: - users are volunteers, co-creators and promoters - individual approach with help of volunteers - continuous advocacy and promotion - networking partner organization and individuals - engage partners who are experts from other fields to train staff - continuum of maintaining the services 11 11

With the money of the EIFL grant we organized small libraries, IT workshops, legal and psycho-social support in the shelter. 12 12 12

ZCL has donated books and IT equipment for shelters, organized conferences, published one book and other useful materials related to homelessness, written numerous professional papers and held numerous presentations about our library services, networked with many organisations and volunteers... 13 13 13

Some of our users found jobs, some do artistic performances… Most of them just want to be treated with respect. 14 14 14

Award Pride of Croatia 2016 15 15 15 15 15 15 15 15

Impact of the services on users on various levels: - psychological - increased self-esteem, more motivated - social – expanded network of support - information literacy – improved skills on how and where to find information In empowering the most vulnerable members of the community we empower the whole community! 16 16

just the way we are and we have fun! 8,526,124 We accept each other just the way we are and we have fun! 17 17 17

"Believe it or not, the most important thing you can do for homeless patrons is not to help them get a job or get sober.The most important thing you can do is treat them with hospitality and respect.” Ryan J. Dowd, the Executive Director of Hesed House - the Aurora shelter 18 18 18 18 18 18 18

Thanks! sanja.bunic@kgz.hr 19 19 19