While library staff are not trained social workers, they are often placed in situations that require empathy, de-escalation, and informed referrals due to the growing complex behavioral, and social-emotional needs within their branch communities.

This webinar is designed to provide practical, realistic tools that library professionals can use within their role and scope, without expecting them to replace trained clinicians or social service providers. 

Attendees will learn how to:

• Communicate with patrons using empathy while maintaining professional boundaries
• Recognize and manage personal bias, stress reactions, and emotional triggers
• Build and leverage relationships to connect patrons with appropriate community resources

Who will benefit from this program:

This training is ideal for library staff, customer service representatives, frontline professionals, supervisors, and administrators who regularly interact with the public and encounter patrons experiencing mental/emotional distress, crisis, or other complex life challenges.