The Massachusetts Library System is pleased to announce that we have contracted with ALA to provide our members with access to their live webinars.  These webinars are free to MLS members who register through our calendar.  Please do not register directly with ALA. Members who register directly with ALA are responsible for paying their registration fee. 

Please help us keep MLS sponsored training free for all members. If you are unable to attend the live webinar, please cancel your registration. A cancellation link can be found in your confirmation email, or you may contact Sarah Donnelly at sdonnelly@masslibsystem.org to cancel. 

Description

In 2017, Kent District Library created a response framework for their employees to use to respond to difficult situations that occur in the library. Responding to concerns and complaints in a kind and empathetic way ensures people feel listened to and cared for. This prevents escalation and helps maintain a safe environment. In 2022, Kent District Library relaunched the Frameworks through the lens of Diversity, Equity and Inclusion. The new frameworks focus on learning and growing together, and de-escalating situations for the safety of all, while addressing unconscious bias.

In this session, step-by-step instructions for the development of the frameworks will be discussed, including planning, evaluation, and implementation.

The four frameworks will also be introduced with an acronym to help staff remember the steps, including example patron interactions.

Learning Outcomes

By the end of this webinar, participants will be able to:

• Plan for the development of a response framework for their communities
• Create an evaluation plan for existing patron behavior responses to ensure the diverse experiences and backgrounds of the community are respected and the policies are equitable.
• Employ responses for immediate use with their patrons.

Presenter

The presenter, Michelle (Shelley) Roossien, is Accessibility & Inclusion Specialist with the Kent District Library.

Accessibility Information

If you have questions or requests regarding accessibility, contact ce@ala.org or at 312-280-5100.