What are effective strategies for serving library patrons with PTSD?

1 Understand PTSD and its impact

The first step to serving library patrons with PTSD is to understand what PTSD is and how it can affect people's behavior, emotions, and needs. PTSD is not a sign of weakness or a personal flaw; it is a normal response to abnormal situations. People with PTSD may have different triggers, coping mechanisms, and preferences for how they want to be treated. Some may avoid certain topics, places, or sounds that remind them of their trauma; others may seek out information or support related to their trauma. Some may appreciate empathy and compassion; others may prefer privacy and respect. Some may have difficulty concentrating, remembering, or following instructions; others may excel at certain tasks or skills. By learning about PTSD and its impact, you can avoid assumptions, stereotypes, or judgments and tailor your service to each patron's individual needs.

2 Create a safe and welcoming space

Creating a safe and welcoming space in the library for patrons with PTSD is the second step to serving them. This requires not only physical security and accessibility, but also a positive and respectful atmosphere and culture. You can promote diversity, inclusion, and mental health awareness by displaying signs, posters, or brochures. Providing options for different levels of interaction, such as self-checkout, online services, or quiet areas can also help create a safe space. Additionally, flexible policies and procedures, such as renewals, holds, or fines that accommodate patrons' circumstances and challenges should be offered. Staff and volunteers should be trained on how to communicate and interact with patrons with PTSD using active listening, empathy, and clear instructions. Lastly, referring patrons to appropriate resources or organizations that can help them with their PTSD or other issues is important.

3 Provide relevant and accessible information

The third step to serving library patrons with PTSD is to provide relevant and accessible information that can help them with their information needs, goals, or interests. Information can be a powerful tool for healing, empowerment, or enjoyment for people with PTSD. To do this, you can develop collections and programs that reflect the diversity and experiences of patrons with PTSD, such as books, movies, or podcasts that address trauma, recovery, or resilience. Additionally, creating guides, displays, or newsletters that highlight resources or topics related to PTSD can be beneficial. It is also important to use inclusive and respectful language and terminology when describing or cataloging resources or topics related to PTSD. Furthermore, making information easy to find, use, and understand is key; this includes using clear signs, labels, or instructions, providing multiple formats or languages, or offering assistance or instruction.

4 Encourage participation and engagement

The fourth step to serving library patrons with PTSD is to encourage participation and engagement in the library and the community. Doing so can help people with PTSD build social connections, confidence, and skills, as well as discover new opportunities, perspectives, or passions. You can foster participation and engagement by inviting patrons to join or create library groups, clubs, or events that match their interests or goals. You could also collaborate with other organizations or agencies that serve people with PTSD to co-host or promote library services or programs. Additionally, recognizing and celebrating the achievements of patrons with PTSD can be beneficial, such as featuring their reviews, feedback, or testimonials in the library website or social media. Finally, providing feedback, recognition, or incentives for patrons who participate in library services or programs can be beneficial, such as certificates, badges, or prizes.

5 Evaluate and improve your service

The fifth step to serving library patrons with PTSD is to evaluate and improve your service based on the feedback, outcomes, and impacts of your strategies. Evaluation and improvement can help measure the effectiveness, efficiency, and quality of your service, as well as identify strengths, weaknesses, or gaps. To do this, collect data and evidence that show the usage, satisfaction, or benefits of your service or programs for patrons with PTSD. Seek input and suggestions from patrons with PTSD, staff, partners, or stakeholders on how to improve your service. Review and update policies, procedures, or practices to ensure they are consistent, fair, and responsive to the needs of patrons with PTSD. Lastly, share and learn from best practices, experiences, or innovations of other libraries or organizations that serve people with PTSD.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?