1. What we do

4.  Work with Salt Lake City Public Library homeless and low-income patrons of all ages  Educate the community/patrons about medical, social services, mental health, employment, and domestic violence services  Assist Library staff with community resources for vulnerable or at-risk patrons  On call with SLCPL branch libraries; we visit each location at least once a week  Transport clients to agencies to help with various needs  Train Library staff on de-escalation skills when dealing with volatile patrons

7.  VOA- Present at the library system before the SLCPL partnership.  In Spring 2012 SLCPL library administration, SLC mayors office, and Optum mental health created the grant for library outreach.  Volunteers of America was well known in the community for its homeless services was selected for the grant.  On May 21, 2012, our three-person outreach team began at the Library.  Our services are for the homeless, people with mental health issues, domestic violence, employment services, detox, substance abuse, and more.

8.  Between May 21, 2012 – April 19, 2013:  406 unique individuals have been provided 6,829 outreach services (81 females and 325 males)  5,347 Support and Referrals (Referrals & Information)  168 episodes of consult totaling 78.5 hours provided to 448 duplicated Library staff

10. What should you do if she came into your library?

11.  Remain professional and stay focused on business with the patron giving information on available resources  Information is key.  Don’t give out personal information about yourself.  Do not ever give money to patrons.  Trust but verify.

12. Implementing these steps with problematic patrons will ensure that if you need to talk with them about an issue, it will result in a less tense situation.  Greet and acknowledge with eye contact.  Provide them the same level of service you’d give to any other patron;  People can sense hesitation or reluctance in your body language.  Address problems directly. Patrons acting out need to be informed right away when they cross a boundary.

14. Utah HomelessUS Homeless Total Population 16,522 (+15% over 2010) 3.5 million Chronically homeless 542 (-10% over 2010) 17% % of population in families40%37% Homelessness Statistics Source: www.nhchc.orgwww.nhchc.org

15.  Homeless Outreach Program  Street Outreach Team  Library Engagement Team  Medical Outreach Street Team  Pathways Program