1. SYDNEY MCCOY BRANCH ADMINISTRATOR C.BURR ARTZ PUBLIC LIBRARY FREDERICK COUNTY PUBLIC LIBRARIES What are THEY doing in my library? Handling Homeless, Disruptive Behavior & Public Perceptions with Compassion & Law Enforcement

2. Preventing Escalation Assess situation Be calm and non-threatening Non-judgmental stance Listen Use their name Clarify messages

3. Keep em’ happy Hear the customer out Don’t argue Show you are sorry Win them over with empathy Start your investigation Find out what the customer wants Explain what you can and cannot do Set up a plan Take action Check back with the customer

4. Behavior Policy  What should it include?  What should it not include?  How much is too much?  Do I need a separate Internet Policy?  Is it enforceable?  FCPL's Policy FCPL's Policy

5. Importance of Consistency in Enforcement All patrons should be treated equally Patrons travel from branch to branch Treat teens with same standards as adults If it violates policy don’t ignore it

6. Working with the Police…or…Are they one of Us?

7. Police Stereotypes

8. Police Truths

9. Incident Report A formal way to document safety and security issues A formal tool to pass issues up the line to administration In some situations a way to pass on situations to risk management and Police Departments FCPL Form

10. Each branch in the system has a blog. Blogs are used to track security issues and communicate all potential issues. It is also used to announce bannings.

11. Consistent Banning Procedure Librarian in Charge is only one authorized to ban a patron FCPL Banning Procedure Only offenses outlined in Behavior or Internet Policy are grounds for banning Communication happens instantly Sample Letter How we enforce banning (the cold hard truth)

12. Banned Patron Log Updated as needed on system-wide intranet. When a patron is banned from one branch they are banned from the entire system.

13. Examples of Behaviors: Public intoxication Illegal substances Lewd behavior Weapons Public outbursts, due to patrons with mental health issues Theft Tampering with equipment Domestic situations that occur inside the library. Abuse, divorce, custody issues, distraught (sometimes suicidal) patrons

14. Benefits Continue to learn Communication Networking Safety Staff Morale Awareness Support Emergency Preparedness

15. Contact Information Sydney McCoy Branch Administrator Frederick County Public Libraries 301-600-1337 smccoy@frederickcountymd.gov

16. Questions