Effective Safety and Security Practices in Today's Public Library

Despite my joking about missing the program on baseball, I found this program to be excellent and am very glad I didn't miss it. Safety is a concern in all public places, including the library and the panelists offered great tips and anecdotes regarding safety in the library. This is obviously a topic that hit close to home as it was extremely packed. (Audience members were sitting on the floor) Panelists included Bryan Oliver, a former police officer and FBI Agent who now works as the manager of safety and security at a public library; Karen Danczak-Lyons, deputy commissioner at the Chicago Public Library; and Andrew Sanderbeck who runs the People Connect Institute and consults public libraries. Another panelist was unable to come, but she was going to speak about her experience in which she was held at gunpoint while leaving her job at the library and forced to drive two patrons around before the police caught up to them. This was a sobering way to start this session, I agree, however it also got the point across that we need to be more aware of the need for security practices at the library.
Here are the highlights from the session (I also have some handouts)

Bryan Oliver

• He highlighted the types of problem behavior, such as loitering, sleeping in the library, talking/socializing, verbal altercations, and physical altercations

• Staff often has to work alone, which heightens the risk. This is a risk even in small libraries where the public service desks are close to one another.
• Public service obligations versus dealing with some of the problem behavior. However, it's also good public service for the patrons who are not causing a disturbance to deal with the problem at hand.
• Don't judge patrons based on appearance.
• Libraries should have a code of conduct. If a library already has one, be sure to review it. Make sure it's not too specific.
• General guidelines when dealing with this situation include remaining calm, don't lower yourself to their level, don't debate with the patron, don't fight with the patron (in fact, let those who are trained to fight do that, such as the police or your library security guard, don't let patron follow you into a dead end stack.
• Remember the acronym R.A.C.E. R (recognize as in recognize the signs of danger); A (Alert the staff, security, and/or law enforcement. Ways to do this can be by using voice, pulling the closest fire alarm, calling 911 (don't wait for a higher up if you feel the situation calls for it), public address system; C (cover and conceal yourself from danger); E (escape).
• Solutions include hiring library security, prominently display staff IDs; staff training; and creating phrases.

Karen Danczak-Lyons

• The Chicago Public Library has 79 branches and they strive to train the staff as much as possible. The staff practices fire drills and evacuations on a routine basis. The staff's goals include providing a safer environment as well as better lighting. Security cameras have also been installed, recently.
• The library hires security guards from a private firm who are unarmed.
  
• Supervision is key and security is a team effort. If a staff member notices something bad is happening, he/she is encouraged to call the police.
• The Chicago Police teach an Internet safety class to the staff and public.
• Staff should be aware and make eye contact with patrons. Have visible control of surroundings.
• Encourage staff to use a code phrase which translates into, "Call the police!"
• Trust gut instinct.
• When the library has problems with younger patrons such as children and young adults, the library will occasionally involve the schools and the parents.
  
• Ms. Lyons shared some incident reports from her library and asked the audience for suggestions on how to deal with them.
• Incident #1: Man had his shirt off and was holding onto his pants yelling, "There's a snake in my pants" and proceeded to remove his pants.
• Incident #2: A reference librarian had her hand licked by a patron who said he wanted to be her dog and bite her.
• Incident #3: Patron had issue when librarians said a certain phrase because it triggered a bacteria in his brain.

Andrew Sanderbeck

• Violence in the workplace is increasing. We don't know who we get on an everyday basis.
• The Virginia Beach Library created a code of conduct policy and guidelines for the staff on behavior policy.
• Stay in control. Remember E + R = O (E events, look at it intellectually, R response, we are creatures of reaction, O outcome.) Anger causes physical change, nobody wins a power struggle.

A lot to think about.
Read here for the PLA blogger's take on this program.