This interactive training is part “how to understand your homeless patrons” and part “how to work with difficult patrons.” This training is much more than simple “sensitivity training.” You will learn why individuals experiencing homelessness do what they do and practical tools needed for resolving problems. It focuses on techniques you can use every day to resolve problems and prevent conflict such as how to stand, what to say and what not to say. There is a special focus on patrons with mental health and substance abuse issues.

In the afternoon, there will be an opportunity to practice the tools and techniques that were taught in the session. After this training, you will have more confidence with patrons experiencing homelessness especially in the areas of resolving problems and deescalating conflict.

This workshop will be presented by Ryan Dowd. Ryan has spent most of his career as Executive Director of a large homeless shelter outside of Chicago, Illinois. In addition to running the shelter, Ryan trains libraries, nonprofits, police departments, hospitals and other organizations how to compassionately manage problematic behavior from troubled individuals. His book, The Librarian’s Guide to Homelessness was published by the American Library Association.

Lunch will be on your own. The Rider Diner,Yavapai College’s cafeteria will be open to purchase lunch if you would like. Cash or credit cards are accepted.