Professionalism in today’s library goes beyond appearance or etiquette—it shows up in how staff listen, respond, and engage with patrons and one another every day. It shapes the culture of service, influences public trust, and reinforces the library’s role as a welcoming, respectful, and reliable community resource. This program introduces the core elements of professionalism and how they support a positive, service-oriented library environment across all roles and responsibilities.
 

Participants will explore practical ways to create positive interactions, navigate difficult situations, and communicate with clarity and respect—whether working with patrons, coworkers, or community partners. Emphasis is placed on active listening, empathy, and thoughtful communication as essential tools for maintaining professionalism, strengthening relationships, and fostering teamwork. Attendees will leave with a shared understanding of how everyday behaviors contribute to a professional culture that reflects both personal pride and the library’s mission of service.
 

Presenter:

Amy B. Shannon, President, Pinnacle Leadership Solutions, LLC, and a Partner in Your Partner in HR has specialized in Organizational Development, Human Resources and Training for over 25 years. For the past 13 years, Amy has been an Organizational Development consultant working with clients in manufacturing, service, financial and healthcare industries. Most recently, Amy served as the Executive Director II/Vice President of Corporate College where she built robust leadership training curriculum to serve her clients.  Amy also holds certifications with numerous nationally known training vendors. She is a regular speaker at national conferences such as The Corporate University Week at the Disney Institute. She is a seasoned speaker for the HR Star Conference Cleveland. As a result of her high ratings, she has also been a key speaker at the HR Star Atlanta and received the Gold Medal Award three years in a row for best session speaker. Amy was a recipient of the 2015 HR Awards presented by ERC & CSHRM.


Breakout Sessions after lunch

Breakout Session 1

Strengthening Staff Communication Across Generations and Departments
Today’s workplaces bring together multiple generations, diverse communication styles, and departmental perspectives. While this diversity can be a powerful asset, it can also lead to misunderstandings, silos, and missed opportunities for collaboration. This interactive session explores how generational preferences and organizational structures influence communication, and offers participants practical strategies for building clearer, more collaborative connections across teams. 
 
Objectives:

 
Presenter:
Ragan Snead serves as Executive Director of the Northeast Ohio Regional Library System, where she has led the organization since 2022. With 15 years of experience in public and academic libraries, she has worked in circulation, reference, youth services, and management. Ragan is passionate about
staff development and supporting library professionals as they grow their skills and confidence. She holds an MLIS from Kent State University and an MBA from Lake Erie College.



Safety and Security in Libraries    ​
This breakout session will discuss safety and security issues that we are currently dealing with in today's libraries, whether it's unruly patrons, teenagers, threats that we are facing in our communities or mental health. The session will cover what resources we have available and how to make connections with our community partners who can assist us with some of our issues.

Presenter:
Bossie Loggins III is the Security Coordinator for the Cuyahoga County Public Library system and have been with the system for the past 14 years.  Before taking that position, he was the Security Supervisor for the Cleveland Heights-University Heights Library system.  In his 24 years of work in public libraries, he has been involved in almost any security and/or safety situation you can imagine. He has presented security topics for NEO-RLS, OLC conferences and several library systems throughout the state of Ohio on security issues, teen behavior and staying safe in libraries. 
 

Breakout Session 2
Access Is Customer Service: Communicating Belonging in Public Libraries
At North Canton Public Library, customer service is rooted in intentional communication, before a patron ever approaches a desk. This session explores how NCPL has strengthened access and inclusion by making services clearer, more visible, and more responsive to diverse needs. Attendees will learn how sensory-inclusive practices, accessible design choices, assistive tools, and thoughtfully designed services help reduce barriers and create a sense of belonging for patrons with sensory, mobility, hearing, vision, and cognitive needs. Through practical examples and lessons learned, this presentation offers scalable strategies libraries can use to make access a visible, integrated part of everyday customer service.

Presenter:
 Andrea Legg is the Director of the North Canton Public Library, where she has led with a focus on access, inclusion, and community-centered service since 2020 (yes, she started right at the beginning of the pandemic and lived to tell the tale). She has worked in public libraries since 2008 and currently serves on the Tuscarawas County Board of Developmental Disabilities and the Akron Children's Hospital NICU Parent Mentor Program. Andrea is very serious about libraries, not serious about herself, and lives under the benevolent but firm rule of two corgis who supervise all of her leadership and life decisions. 



Respect + Resilience: Applying the Mentor Mindset to Improve Teen Engagement
Adapted from the latest work by Dr. David Yeager (10 to 25: The Science of Motivating Young People), this training equips public-facing library staff with practical tools and strategies to cultivate an environment of respect that improves communication and strengthens relationships with teens. Participants will learn strategies rooted in current psychology and neuroscience to create a more positive, engaging environment for teens that extends to all patrons.
 
Learning Objectives:

 Presenters: 
Carolyn Bagley is the intermediate/teen librarian at Firestone Park Library, part of the Akron–Summit County Public Library system. Drawing on 15 years of experience as an educator, she is a vocal advocate for middle and high school students, dedicated to helping adults shift their mindset about teenagers toward seeing them as capable, thoughtful, and worthy of trust. Carolyn is excited to support fellow public service workers with practical professional development rooted in teen-centered practice.



 
Kelly Chaplin has been working with youth for a decade and is currently the Assistant Youth Services Coordinator at Akron-Summit County Public Library. Kelly helps connect youth librarians with community representatives. She has experience with organizing large-scale programs such as the Library's mini-comicon Geekfest and system-wide services like the free book box subscription Lit Loot. Collaboration is key in all these efforts, and she deeply values what the Library staff can create when working together. She enjoys it when teens teach her new things and encourages youth to participate at their library and in the community.

 

Abigail Krukemeyer is an Intermediate and Teen Librarian with Akron-Summit County Public Library. She is passionate about adolescent development and is dedicated to providing services and opportunities that equip young people to succeed in today's multimodal world. 




 
Emily Smith has worked for Akron Summit County Public Library for 8 years, currently serving as one of their Collection Development Librarians, and previously worked as an Intermediate/Teen Librarian. Emily holds a BA in Sociology from the University of Mount Union and an MLIS from Kent State University. Her educational and career background has afforded her the opportunity to work alongside youth and learn and understand their behavior, particularly inside a public library setting. 
 
Safety and Security in Libraries - Repeated

Final Session:  Resilience in Action
This session offers practical, easy‑to‑use strategies for building resilience, establishing healthy boundaries, and managing stress in a way that supports your well‑being both on and off the desk. Together, we’ll explore tools for staying grounded, communicating confidently, and creating habits that protect your energy.

Presenter:
Katie Jenkins, Executive Director, NAMI Greater Cleveland
Katie Jenkins is a passionate mental health advocate, experienced public servant, lifelong student, and mother. Her extensive professional background includes roles spanning every area of the mental health sector. Katie's guiding principle is rooted in empathy, compassion, and the belief that everyone deserves a high-level quality of life. She is dedicated to breaking down barriers and ensuring that no one faces their challenges alone.

Katie currently serves as a Vice-Chair of NAMI National's Executive Director Council's Executive Committee and is Chair of the NE Ohio Hub Steering Committee of the Mental Health and Addiction Advocacy Coalition. Katie is also a proud board member of R.A.K.E.

In May 2024, Katie graduated from Youngstown State University with a Master of Social Work and is a licensed social worker through the State of Ohio. She currently holds a Bachelor of Arts in Environmental Studies, Master of Public Administration, and a Chemical Dependency Counselor Assistant license.