As public libraries across North America experience increasing complex social issues, front line staff are confronted with challenging situations on a daily basis and it is no longer enough to expect them to simply “shake it off”. Systematic supports such as Employee Family Assistance Providers and employee wellness programs can help with ongoing concerns, but immediate support is crucial and can be harder to access or provide.

After identifying the need for timely and flexible intervention, Calgary Public Library explored the process of debriefing and through small pilots and peer training, established a process that can be used by all library workers to walk each other through the immediate impact of any incident.

We will share our insight into the benefits of debriefing, steps in developing debriefing plans that fit a variety of public service contexts, tips on training staff to use this process effectively, and observations of how debriefing supports overall organizational resiliency.