Patron Response Framework: Responding with Empathy, Kindness, and Love to difficult situations

Customer Service and Equity, Diversity, and Inclusion

Five years ago, Kent District Library (MI) created a response framework for their employees to use to respond to difficult situations that occur in the library. Responding to concerns and complaints in a kind and empathetic way ensures people feel listened to and cared for. This prevents escalation and helps maintain a safe environment.  Last year, Kent District Library revisited the Frameworks through the lens of Equity, Diversity and Inclusion.  The new Frameworks focuses on learning and growing together, and de-escalating situations for the safety of all, while addressing unconscious bias.  
 
In this session, we will introduce four frameworks which each have an acronym to help staff remember the steps.  
 
Code Green, LEARN 
Code Yellow, CARDS 
Code Red, EBBS 
Code Follow-Up, FLOWS
 
The Code Green Framework is for daily complaints and interactions, such as book challenges.  Code Yellow is for slightly more escalated situations, and Code Red is for situations where the safety of patrons and staff may be at risk.  Finally, Code follow-Up focuses on self-care and reflection after a difficult situation.

Learning Objectives:

• Upon Completion, participant will be able to plan for the development of a response framework for their communities. 
• Participants will be able to create an evaluation plan for existing patron behavior responses to ensure the diverse experiences and backgrounds of the community are respected and policies are equitable. 
• At the end of the session, participants will be able to employ responses for immediate use with their patrons. 

Presenters:

Liz Knapp is a Regional Manager I at Kent District Library in Kent County, Michigan.  Liz's region includes three libraries, two in rural areas, and two in suburban areas.  Liz has worked in libraries for over 20 years in Michigan, Florida and Indiana. She has been part of the Response Framework project for 6 years and is the current leader.  Liz has presented on a regional, state, and national level on kind, empathetic and compassionate communication in difficult situations.   

Shelley Roossien has been the Accessibility & Inclusion Specialist for KDL for the past 17 years. She heads up the Talking Book & Braille Center program, as well as other library services and programs for people with disabilities. She is also the co-leader for the Equity, Diversity, and Inclusion workgroup.  

Leigh Verburg is a Branch Librarian at Kent District Library and is engaged with the Equity, Diversity and Inclusion workgroup within the library system. She is passionate about social justice and acknowledging race, power and privilege to help deconstruct systemic racism. 
 

8/17/2022

10:00 AM - 11:00 AM Eastern

Online via Zoom
UNITED STATES

Who Should Attend:  Anyone interested in a patron response framework
Competency:  Customer Service

Non-Member Cost:      $40
NEO-RLS Bronze Member Cost:  $24
NEO-RLS Silver Member Cost:   FREE
NEO-RLS Gold Member Cost:    FREE
NEO-RLS Individual Member Cost:  $20

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8/17/2022

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