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Director highlights staff training and Howard Center partnership to improve patron interactions
Summary
The director described a full staff training day based on Beth Waller's approach to de-escalation, role playing and community partnerships; the Howard Center outreach team presented and followed up with staff support.
Staff training that focused on reframing patron interactions and de-escalation was a centerpiece of the director’s report. The director said the training used Beth Waller materials and included role-playing and discussion of core human needs to help staff respond more empathetically: "we watched a recording" of the training material and practiced situational responses.
The Howard Center outreach team attended and described its wraparound services; the director said the encounter broke down barriers and reassured staff that outreach partners were not equivalent to policing. The library also offered continuing-education information, free certification opportunities and professional supports (including VLA memberships and new staff headshots) to strengthen service delivery.
