Homelessness Training: Learn how to compassionately, confidently and effectively address problematic behavior from patrons experiencing homelessness, mental illness, addiction or trauma.

This interactive training is part “how to understand your homeless patrons” and part “how to work with difficult patrons.” It focuses on very practical tools you can use every day to resolve problems and prevent conflict (e.g. how to stand, what to say, what not to say, etc.). There is a special focus on patrons with mental health and substance abuse issues.

Participants will:

• Gain a deeper understanding of homeless individuals
• Learn about the psychology of voluntary compliance
• Focus on practical tools for managing behavior

Joe Dutra worked for seven years at the second largest shelter in Illinois. He currently works for a nonprofit serving individuals in poverty all across the United States and world. Joe works with Ryan Dowd, author of The Librarian’s Guide to Homelessness, to provide training to library staff nationwide. He has a Master’s of Public Administration.

Click here to download the training handout. 

Location:  Phoenix Public Library, Barton Bar Central Library, Pulliam Auditorium