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SAFETY AND SECURITY

Dustin Koopman

Safety and Security manager

Mid-Continent public library

dkoopman@mymcpl.org

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SAFETY AND SECURITY

  • What does safety and security mean to you?
  • When you think of safety and security in the library, what is the first thing that comes to mind?
  • What is one of the most powerful tools that we all possess that can make the difference when discussing safety and security?

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  • How does safety and security line up with typical library values?
    • Intellectual Freedom
    • Inclusion
    • Innovation
    • Service
    • Stewardship
    • trust

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  • We serve EVERYONE!
  • Warm and welcoming environment
  • Be alert and aware – Smile and greet all customers
    • What does this do? Why is this important?
  • Put personal items away
  • Address disruptions
  • Disruptive vs dangerous – call 911
  • Interacting with police

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VERBAL DE-ESCALATION

WHAT IS VERBAL DE-ESCALATION?

DOES VERBAL DE-ESCALATION REDUCE OR INCREASE THE RISK OF A PHYSICAL ALTERCATION?

IF VERBAL DE-ESCALATION DOES NOT WORK, SHOULD WE RESORT TO PHYSICAL FORCE?

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VERBAL DE-ESCALATION TACTICS

  • Useful
    • Empathy
    • Listening
    • Distraction
    • Re-focusing
    • Motivation
    • Give choices
    • Set limits

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  • Not useful
    • Accusatory tone
    • Humor
    • Closing the reactionary gap
    • Taking an aggressive stance
    • Being judgmental
    • Ignoring the individual(s)
    • Poor body language

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INCIDENT REPORT WRITING

Be clear and concise

Gather all of the facts

Who, what, when, where, why and how

If its not in the initial report……it didn’t happen

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REPORT WRITING EXAMPLE – CUSTOMER COMPLAINT

Poor report:

While I was working at the desk, someone came and said that they didn’t like what someone else said. I went and talked to the other person and told them not to say things that could offend someone else. This happened on Monday.

​

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Desired Report:

On Monday, February 30, 2019, at approximately 9:45 am, I, Dustin Koopman, was working the circulation desk at Mid-Continent Public Library, Boardwalk Branch, located at 8656 N. Ambassador Drive, Kansas City, MO 64154.

While I was at the desk, I was approached by a customer who identified himself as Vernon Dursley. Mr. Dursley stated that he was sitting at the public computer when another patron used vulgar language that had offended him. He stated the gentleman was sitting at computer #7 and was mumbling to himself and said something about magic.

At that time, I informed Mr. Dursley that I would contact the gentleman sitting at the computer and inform him that his language had offended another patron. I contacted the individual at computer #7, who was later identified as Arthur Weasley. I informed Mr. Weasley of the report and requested that he attempt to keep to himself. Mr. Weasley agreed and apologized for the inconvenience.

There were no further issues with Mr. Weasley or Mr. Dursley for the remainder of their visit.

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CONCLUSION

  • Remember, it is okay to ask for help
  • Review your libraries cores principles and challenge yourself to think about them and how they line up with basic security practices
  • Everything that we talked about today is simply a way not the way these are tools to put in your toolbox of life and if you are able to use them, use them
  • Challenge yourself
  • Personal challenge
    • Rule of 30

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QUESTIONS?