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The librarian's guide to homelessness : an empathy-driven approach to solving problems, preventing conflict, and serving everyone

2018

Format:	Book
Author:	Dowd, Ryan, author.
Title:	The librarian's guide to homelessness : an empathy-driven approach to solving problems, preventing conflict, and serving everyone / Ryan Dowd.
Publisher, Date:	Chicago : ALA Editions, 2018. ©2018
Description:	xv, 248 pages : illustrations ; 26 cm illustration
Summary:	"Homelessness is a perennial topic of concern at libraries. In fact, staff at public libraries interact with almost as many homeless individuals as staff at shelters do. In this book Dowd, executive director of a homeless shelter, spotlights best practices drawn from his own shelter's policies and training materials"-- Provided by publisher.
Subjects:	Libraries and the homeless -- United States. Libraries and community. Homelessness -- United States. Public services (Libraries) Homeless persons -- Services for.
Notes:	Includes bibliographical references and index. Text in English.
Contents:	Part 1. Homelessness and empathy. Top ten homeless myths -- Homeless people are (not) just like you -- Empathy : the psychological, neurological, and social bases for it -- Part 2. Empathy-driven enforcement. Empathy vs. punishment -- Step 1: Your head tools -- Step 2: Your body tools -- Step 3: Your word tools -- Advanced tools -- Part 3. Special situations. Everyday predicaments -- Mental illness -- Substance abuse -- Hygiene -- Sleeping -- Possessions -- Children -- Part 4. Beyond problem-solving. Advice for managers and leaders -- How best to help homeless patrons -- Conclusion : The end of homelessness.
LCCN:	2017052410
ISBN:	9780838916261 0838916260
Other Number:	1004542192
System Availability:	2
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Library Journal Review

This much-needed guide addresses an important concern to most public libraries: homelessness. Although not a librarian himself, Dowd, executive director of a large homeless shelter near Chicago, recognizes that those who work in public libraries interact with homeless individuals almost as often as those who work in shelters. He started a training program to help librarians who interact with the homeless population, which eventually led to this publication. It's main theme is "empathy-driven enforcement," which uses scientifically based principles to secure voluntary compliance with rules and works much better than relying on punishment. The author recommends tools for how to deal with specific situations, including those involving individuals with mental illnesses or substance abuse problems. Real-life examples throughout shed light on factors that cause homelessness and clear up common misconceptions. By stressing empathy and understanding, Dowd paves the way for librarians to serve these individuals better and to treat them with dignity. VERDICT For professional collections in all public libraries.-Dave Pugl, Ela Area P.L., Lake Zurich, IL © Copyright 2018. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.

CHOICE Review

This thoughtful and practical guide will help librarians better understand the homeless population. Dowd (long-time executive director of a large homeless shelter in the Chicago area) provides a wealth of information about homelessness, and as he does so addresses common myths and preconceived notions about being homeless. Dowd defines his core idea, empathy-driven enforcement, as "gaining compliance with the rules by minimizing the power imbalance between the rule-enforcer and the enforcee creating a partner mentality for the patron." He divides the book into four parts: "Homelessness and Empathy," "Empathy-Driven Enforcement," "Special Situations," and "Beyond Problem-Solving." Dowd provides real-life examples and walks through many different tools librarians can use to address potential issues, for example, one he calls "anti-Judge Judy," which entails "not judg[ing] a person for why they became homeless or what their life has become." Readers will find Dowd's advice easy to understand and apply. This book is well worth a read for any librarian working with the homeless. Dowd provides additional resources at http://www.homelesslibrary.com. [Disclosure: Choice is part of the American Library Association, which published this book.] Summing Up: Recommended. Graduate students, researchers, faculty, professionals. --Barbara Ghilardi, Fairfield University

Booklist Review

Dowd, the director of a Chicago-area homeless shelter, packs a wealth of useful information into this guide, which will bolster library staff in their encounters with patrons of all types. The book blends narrative with what the author calls tools, practical suggestions for defusing problem behaviors and improving communication. This covers everything from body language and handshakes to psychological strategies. The author also includes a lengthy list of common scenarios with suggested resolutions: if you have ever experienced problems stemming from body odor or mental illness at your library, this book will help you. Dowd eschews a punishment-based approach in favor of an empathy-driven model that relies upon personal connections and understanding to correct problem behavior. Even if you're not totally convinced that this model will work in every situation, the techniques outlined here will be useful additions to your librarian tool belt. The author never strays far from the title's topic, but the approaches detailed here will be applicable to all sorts of patron-staff interactions in libraries of all sizes. A comprehensive handbook that's sure to grow even more relevant as time goes on.--Lefteroff, Craig Copyright 2010 Booklist

Summary

Homelessness is a perennial topic of concern at libraries. In fact, staff at public libraries interact with almost as many homeless individuals as staff at shelters do. Empathy and understanding, along with specific actionable advice that's drawn from experience, makes all the difference in working with this group. In this book Dowd, executive director of a homeless shelter, spotlights best practices drawn from his own shelter's policies and training materials. Filled with to-the-point guidance that will help frontline public library staff and managers understand and serve this population better, this resource

includes facts about homelessness every librarian should know; debunks widespread myths about these individuals, explaining how they see themselves, what issues they struggle with, and how libraries can shift towards supporting them; shares de-escalation techniques like showing respect, ways to avoid making things personal, and using proper body language; walks readers through dealing with common issues like a sleeping patron, questionable hygiene, offensive behavior, and asking a patron to leave; and advises on how to provide backup to a colleague and when to call the police.

Filled with real life stories that illustrate the effectiveness of Dowd's approach, this one-of-a-kind guide will empower library staff to treat homeless individuals with dignity.

Table of Contents

	Acknowledgments	p. ix
	Introduction: Who Am I? Who Are You?	p. xi
Part I	Homelessness and Empathy
Chapter 1	Top Ten Homeless Myths	p. 3
Chapter 2	Homeless People Are (Not) Just Like You	p. 17
Chapter 3	Empathy: The Psychological, Neurological, and Social Bases for It	p. 43
Part II	Empathy-Driven Enforcement
Chapter 4	Empathy vs. Punishment	p. 65
Chapter 5	Step 1: Your Head Tools	p. 79
Chapter 6	Step 2: Your Body Tools	p. 95
Chapter 7	Step 3: Your Word Tools	p. 113
Chapter 8	Advanced Tools	p. 141
Part III	Special Situations
Chapter 9	Everyday Predicaments	p. 151
Chapter 10	Mental Illness	p. 159
Chapter 11	Substance Abuse	p. 171
Chapter 12	Hygiene	p. 179
Chapter 13	Sleeping	p. 189
Chapter 14	Possessions	p. 195
Chapter 15	Children	p. 201
Part IV	Beyond Problem-Solving
Chapter 16	Advice for Managers and Leaders	p. 211
Chapter 17	How Best to Help Homeless Patrons	p. 227
	Conclusion: The End of Homelessness	p. 237
	Appendix: Key Phrases	p. 241
	Index	p. 245

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