ALIVE! Module 1

Dealing with Difficult Customers

Housekeeping

Please ask questions by using the chat function or by raising your hand.

Please use your phone handset or headset, not speakerphone or computer mic.

Please feel free to contact us after the presentation with any questions or comments.

Introductions

Please give your name & library Tell us one thing about yourself that

no one would guess

Discussion Recap

Listen well and verify what you heard Be attentive, don't take anger

personally, and put customer needs first

Smile, even when it hurts And sometimes it really hurts....

HomelessnessRichard Prouty

Arizona State Library, Archives and Public Recordsrprouty@lib.az.usTel. 602-926-3367

How do you feel?

• Hygiene issues

• Erratic behavior

• Are they dangerous?

• Are they affecting the library?

• Why do they come to the library?

• Who are they?

• Why don’t they have a home?

FACTS

• 1 in 3 homeless are formerly foster kids.• Many were abused as children

• Over 25% come out of correctional facilities.

• Majority have mental health issues.

• Many have addiction issues.

How’d they get to be homeless?

• No family

• Inadequate or lacking family support

• Poverty

• Lacking coping skills

• Runaway teens

• Immigration issues

How’d they get to be homeless?

(2)

• Imagine a challenging medical or financial setback. Most of us would recover because we have a family and social support net.

• For someone without good coping skills, without family or friends, homelessness could result from an episode that wouldn’t so challenge others.

How’d they get to be homeless?

(3)

• Imagine a medical or financial crisis and…• You can’t read well enough to fill out

forms.• You don’t have a car and it takes 45

minutes to take the bus downtown to see a counselor.

• You have full-time childcare responsibilities.

• You’re suffering with debilitating depression or other mental issues.

More facts

• 20% of homeless population are chronically homeless (long term and repeated homelessness). • They are probably mentally ill.

• 10% of the homeless population is nearly impossible to work with. • They may never be able to take care of

themselves. • They may need to be institutionalized.

More facts(2)

• Average stay at the CASS homeless shelter: 44 days. Most go away housed.

• It takes professionals at least 30 days to do anything with homeless people. • Social Security benefits can take up to 6

months to start. • Disability benefits take a minimum of 90 days

to start.

• Homeless numbers are slowly declining EXCEPT for the chronically homeless.

What to do?

• Use the same precautions you would with any other library customer.

• Don’t be dumb. Don’t offer them a ride.

• Don’t give away personal information.

What to do? (2)

• Depends on what you’re capable of doing.• Which staff person is interested and

comfortable working with homeless folk?

• Try to get one “expert” in each library. • For the right person in the library, it will fire

them up with special knowledge and responsibility.

• Put together a printed list of local resources. • Make copies for the public and for

staff. • Train others on the staff.

What to do? (3)

• Approach them with dignity. • Put your fears and assumptions aside.

Don’t let yourself lapse into fear. • “I see you here often. Is there anything

here I can help you with?” • Do they need their GED? • Do they need a place to stay?

• Try to help them find a local shelter if you can.

• If they’re not damaging the library, there’s not much you can do.

Resources

• Arizona Coalition to End Homelessness• www.azceh.org • 2700 North 3rd Street

Phoenix, AZ 85004-4602(602) 340-9393

• National Alliance to End Homelessness• http://www.endhomelessness.org/

Next Steps

ALIVE Module 2: Virtual Reference Self-paced course assigned today LibraryU course is a breeze; homework

assignment will be more complex Guest presenter(s): Staff of Arizona Law &

Research Library Jaime on vacation until February 8