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Volunteers of America

Volunteers of America. What we do. Library Engagement Team. 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

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Volunteers of America

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  1. Volunteers of America What we do

  2. Library Engagement Team • 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

  3. Where we began • 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.

  4. 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

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

  6. How we build rapport • 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.

  7. Building trust with a diverse community 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.

  8. Utah/U.S. Homelessness Homelessness Statistics • Source: www.nhchc.org

  9. Homeless Outreach Services • Homeless Outreach Program • Street Outreach Team • Library Engagement Team • Medical Outreach Street Team • Pathways Program

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