Library Services staff may encounter various types of patron emergencies, such as medical, behavioral, or security issues, that require quick and effective responses. How can they handle these situations without compromising their own safety and the quality of service? Here are some tips and best practices to follow.
Every library should have a clear and updated set of policies and procedures for dealing with patron emergencies, such as when to call 911, how to report incidents, and what resources are available. Library Services staff should familiarize themselves with these guidelines and review them regularly. They should also know where to find the emergency equipment, such as first aid kits, fire extinguishers, and panic buttons, and how to use them.
Is there an Emergency Plan in place ? What kind of Emergency is involved (active shooter, medical issue, kidnapping, theft, assault, fire, manmade disaster, natural disaster, etc...)? Each Emergency Plan, for the different emergencies, is a separate chapter in your Emergency Manual. An Emergency Phone Lists, should be on the first page. Contact Persons & job titles, should be connected to all of the Emergency Phone Lists. Fire Extinguishers - AEDs - First Aid Kits - Miscellaneous ? Trained Staff ? Ingress & Egress Strategies ? Etc...
If your agency doesn't have an Emergency Plan, a team should begin one immediately. If you do have one, how old is it? If it names responsible parties, do they even work there anymore? Have city/county/municipal codes changed in the interim, thereby invalidating parts of the plan? Keep the plan simple. Ensure clear lines of delineation. If policies require a detailed and complex flow chart, they will become ineffective in a moment of need. Staff training and development should occur with new hires during onboarding, as well as through refresher courses or sessions. Delegate responsibilities, rather than assuming that a single person can heroically handle every situation. Part of the staff evaluation process is to assess policy awareness.
When faced with a patron emergency, Library Services staff should try to stay calm and professional, as their demeanor can affect the outcome of the situation. They should avoid panicking, arguing, or escalating the conflict, and instead focus on communicating clearly and respectfully with the patron and other staff. They should also maintain a safe distance and avoid physical contact, unless it is necessary to provide medical assistance or protect themselves or others.
Depending on the nature and severity of the patron emergency, Library Services staff may need to take different actions. For example, if the patron is having a medical emergency, such as a heart attack, seizure, or allergic reaction, they should call 911 immediately and provide basic first aid until help arrives. If the patron is exhibiting disruptive or threatening behavior, such as yelling, fighting, or damaging property, they should try to de-escalate the situation by using verbal techniques, such as listening, empathizing, and setting boundaries. If the patron poses a serious risk to themselves or others, they should call 911 and secure the area.
After the patron emergency is resolved, Library Services staff should follow up with the patron, other staff, and any witnesses to ensure their well-being and offer support. They should also document the incident in detail, including the date, time, location, names, actions, and outcomes. They should report the incident to their supervisor and follow any instructions for further action or investigation. They should also reflect on their own performance and identify any areas for improvement or learning.
Na minha vida profissional como professor universitário tive a oportunidade de trabalhar na Escola de Forma??o de Oficiais do Corpo de Bombeiros onde aprendi mais que ensinei e as experiências já me foram muito úteis. Atendimento de Emergência e Controle de Panico s?o essenciais para quem lida com o público e creio que toda institui??o deveria proporcionar estes treinamentos para suas equipes
Incidents should be carefully documented. This involves a balance between gathering relevant details and information, and keeping the document free from bias or subjective assessments. For example, if police are called to trespass a problematic patron, basic info (name, copy of the report, etc.) is helpful, but comments such as "He's got mental problems" will open up a big can of worms and liability. Part of any Emergency Plan should include steps for handling common incidents, as well as best practices for documenting incidents. While it's important that any staff member or witness writes information shortly after the event, it's equally important to make sure that the final written documentation refrain from having bias.
Patron emergencies can be stressful and traumatic for Library Services staff, and they may experience emotional or physical effects, such as anxiety, anger, or fatigue. They should not hesitate to seek professional help if they need it, such as counseling, therapy, or medical care. They should also take care of themselves by practicing self-care, such as resting, exercising, or talking to someone they trust.
Library Services staff can enhance their ability to handle patron emergencies by updating their skills and knowledge through training, workshops, or online courses. They can learn about topics such as CPR, first aid, mental health, conflict resolution, and crisis intervention. They can also share their experiences and insights with other staff and learn from their feedback and suggestions.
Para lidarcom eme rgências de clientes, as equipes dos Servi?os de Biblioteca devem: - Receber treinamento regular em identifica??o e resposta a emergências. - Desenvolver um plano de emergência claro, detalhando as a??es específicas para diferentes situa??es, acessível a todos os membros da equipe. - Utilizar comunica??o eficiente, garantindo que tanto a equipe quanto os usuários da biblioteca recebam instru??es claras e rápidas durante uma emergência. - Dispor de ferramentas e recursos adequados, como kits de primeiros socorros, extintores de incêndio e saídas de emergência claramente marcadas. - Revisar e atualizar continuamente o plano de emergência, baseando-se na análise de eventos anteriores para aprimoramentos.