What do you do if your library patrons are experiencing emotional distress?

2 Stay Calm

It's essential to stay calm when you're assisting someone who's emotionally distressed. Your composed demeanor can provide a sense of stability and safety for the individual. Speak in a gentle, reassuring tone and maintain a non-threatening body language. By remaining patient and collected, you help create an environment where the patron can feel more at ease to express themselves or to seek the help they need.

3 Offer Support

Offering support to a distressed patron involves listening attentively and expressing empathy. Let them talk without interrupting, and show that you understand their feelings by responding with kind words and gestures. If they need more assistance than you can provide, guide them to resources such as counseling services, help hotlines, or community support groups. Remember, the goal is to be supportive, not to solve their problems for them.

4 Maintain Privacy

Respecting a patron's privacy is vital during such vulnerable moments. If possible, find a quiet area in the library where you can speak without being overheard by others. Avoid asking for personal details that aren't relevant to the immediate situation. Assure the patron that their interactions with you are confidential, within the limits of the law and library policies. This assurance can help them feel secure in seeking further assistance.

5 Know Your Limits

As a library professional, it's important to recognize the limits of your role. You're not expected to act as a mental health expert, but rather to provide initial support and refer the patron to appropriate services when necessary. Be honest about what you can and cannot do for them. If the situation escalates or if there's an immediate threat to anyone's safety, don't hesitate to contact emergency services.

6 Follow Up

Following up with a patron after an incident of emotional distress can be a thoughtful gesture, provided it's done with discretion and respect for privacy. A simple inquiry about their well-being during their next visit can show that you care about their experience at the library. Ensure that any follow-up is in line with your library's policies and that it maintains the patron's dignity and confidentiality.

7 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?