Date of Conferral
10-18-2024
Degree
Doctor of Human Services (D.H.S.)
School
Human Services
Advisor
Barbara Benoliel
Abstract
Social workers and other specialized staff employed at U.S. public libraries work daily to de-escalate and provide crisis response to socially vulnerable patrons. However, there was a gap in cohesive and generalizable information regarding how specialized program staff respond to patrons’ psychological crises. The aim of this qualitative force field analysis study was to identify and document a model procedure for library staff to implement during a customer crisis. A secondary aim was to inform the actions and de-escalation approaches taken by staff members during these incidents. Study participants included 12 specialized staff members currently working in public library programming to support vulnerable populations. Using Barone et al.’s model policy for supporting socially vulnerable library patrons as a framework, online narrative data were collected by administering sequenced surveys which were then analyzed and categorized for themes. Findings indicated four key categories of training: (a) written protocols or procedures, (b) library staff activities/actions, (c) interpersonal communication with patrons in distress, and (d) library safety. Twenty protocols were also identified as necessary. This study contributes to positive social change and the social determinants of health by identifying necessary training and protocols to prepare frontline library staff for patrons who may experience a crisis or need for staff de-escalation while visiting these public institutions. By implementing library-specific staff training, public library administration may be able to support the well-being of staff and patrons better.
Recommended Citation
Hanson, Brianne, "Enhancing Public Library Staff's Responses to Socially Vulnerable Patrons Experiencing a Psychological Crisis" (2024). Walden Dissertations and Doctoral Studies. 16503.
https://scholarworks.waldenu.edu/dissertations/16503
