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Inclusion in libraries

Supporting vulnerable members

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Teresa Köhne

Georgia Laxton

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www.sunshinecoast.qld.gov.au

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Personal situations may mean that our customers are unable to meet minimum membership requirements. 

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Libraries need a consistent and equitable approach to welcoming these individuals while ensuring personal information is protected.

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Personal situations may mean that our customers are unable to meet minimum membership requirements. 

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Libraries need a consistent and equitable approach to welcoming these individuals while ensuring personal information is protected.

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Key concepts in the Queensland Public Library Standards and Guidelines:

  • providing free inclusive access and membership to programs, services and collections
  • providing a free library service to remove barriers for the most vulnerable members of the community, including those with no fixed address
  • equitable access available to all, including people with a disability, people at risk of homelessness or social exclusion, Aboriginal and Torres Strait Islander peoples, people who are culturally and linguistically diverse, people identifying as LGBTIQ+, and families of all shapes and forms

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Supporting vulnerable members

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One of the guiding principles of Sunshine Coast Libraries is libraries as Pillars of Community – the library values its diverse communities and concentrates on equity, inclusiveness and access for all.

www.sunshinecoast.qld.gov.au

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Key concepts in the Queensland Public Library Standards and Guidelines:

  • providing free inclusive access and membership to programs, services and collections
  • providing a free library service to remove barriers for the most vulnerable members of the community, including those with no fixed address
  • equitable access available to all, including people with a disability, people at risk of homelessness or social exclusion, Aboriginal and Torres Strait Islander peoples, people who are culturally and linguistically diverse, people identifying as LGBTIQ+, and families of all shapes and forms

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Supporting vulnerable members

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One of the guiding principles of Sunshine Coast Libraries is libraries as Pillars of Community – the library values its diverse communities and concentrates on equity, inclusiveness and access for all.

www.sunshinecoast.qld.gov.au

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Key concepts in the Queensland Public Library Standards and Guidelines:

  • providing free inclusive access and membership to programs, services and collections
  • providing a free library service to remove barriers for the most vulnerable members of the community, including those with no fixed address
  • equitable access available to all, including people with a disability, people at risk of homelessness or social exclusion, Aboriginal and Torres Strait Islander peoples, people who are culturally and linguistically diverse, people identifying as LGBTIQ+, and families of all shapes and forms

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Supporting vulnerable members

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One of the guiding principles of Sunshine Coast Libraries is libraries as Pillars of Community – the library values its diverse communities and concentrates on equity, inclusiveness and access for all.

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The inclusion category ensures everyone, no matter their lived experience, can access the library and feel that they belong.

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Benefits & requirements

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Membership benefits

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Membership requirements

Loan 50 physical items at a time

Three week loan period

Two renewals per item

Unlimited reservations

Access to PCs and printing/copying

Access to eResources

Able to place requests

Able to register for events

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Full name required

DOB required

An address is optional depending on the circumstances

A minimum of one contact method (email or phone) is required

Family linking where possible, but not essential depending on the circumstances

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All library staff can create and update inclusion memberships,�with peer or supervisor support available.

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Information privacy

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That is about

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That is collected for

Customers

Memberships

Contractors

Printing/copying accounts

Visitors

Event registrations

Your colleagues

Tech help, genealogy, etc bookings

Event presenters

Feedback forms

Every conversation with a customer, staff member or visitor could involve a potential disclosure of personal information. This includes information:

The inclusion membership is an indicator to apply extra caution and compassion in interactions with customers when handling their personal information.

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Membership notes

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Notes wording

Example scenario – no details to be recorded

Dual junior card

Member under 16 years old living in two households due to custody arrangements

No adult membership available to family link

Member under 16 years old without a legal guardian to family link

Member under 16 years old where a relevant adult is genuinely unable or unwilling to join

Address details not available

Member in a situation where they do not want to disclose their residential address 

Member with no fixed address 

Standardised notes were created to identify the type of inclusion membership. 

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Conversation tools were developed for staff to �encourage appropriate and considered interactions.

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These included:

  • Being mindful of speaking volume
  • Offering the customer to show their details on their phone
  • Minimising the number of questions and follow-up comments
  • Confirming personal information appropriately – for example, avoiding yes or no questions
  • Transferring existing members discreetly – customers can continue using libraries as they always have
  • Understanding the implications of what may happen if personal information is not protected – for example, a customer experiencing family violence

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Conversation tools

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  • Need identified & concept developed

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  • Implementation plan confirmed

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Implementation

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  • Phased information sharing & discussions

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  • Online training & support

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  • Application & feedback

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  • Need identified & concept developed

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  • Implementation plan confirmed

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Implementation

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  • Phased information sharing & discussions

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  • Online training & support

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  • Application & feedback

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  • Need identified & concept developed

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  • Implementation plan confirmed

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Implementation

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  • Phased information sharing & discussions

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  • Online training & support

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  • Application & feedback

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  • Need identified & concept developed

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  • Implementation plan confirmed

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Implementation

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  • Phased information sharing & discussions

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  • Online training & support

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  • Application & feedback

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  • Need identified & concept developed

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  • Implementation plan confirmed

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Implementation

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  • Phased information sharing & discussions

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  • Online training & support

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  • Application & feedback

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  • Need identified & concept developed

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  • Implementation plan confirmed

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Implementation

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  • Phased information sharing & discussions

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  • Online training & support

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  • Application & feedback

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Staff preparation 

  • Chat about how to approach inclusion memberships, and discussions with customers
  • Start using appropriate questions when collecting or accessing personal information
  • Think about additional scenarios that may �suit an inclusion membership
  • Practice using soft phrases for joining �members 
  • Be mindful that some staff might be �uncomfortable discussing some situations. �Be ready to ask for help or offer assistance
  • If you need support – chat to someone you �trust and/or get in touch with the Employee �Assistance Program

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140 customers currently have an inclusion membership

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47 customers were moved from the no fixed address category to the inclusion category 

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93 customers have joined the library using an inclusion membership since April 2023

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Our inclusion members

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The international student

Meet our inclusion members

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The person between houses

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The person with concerns for personal safety

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The international student

Meet our inclusion members

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The person between houses

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The person with concerns for personal safety

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The international student

Meet our inclusion members

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The person between houses

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The person with concerns for personal safety

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The international student

Meet our inclusion members

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The person between houses

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The person with concerns for personal safety

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teresa.kohne@sunshinecoast.qld.gov.au

georgia.laxton@sunshinecoast.qld.gov.au

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library.sunshinecoast.qld.gov.au

www.sunshinecoast.qld.gov.au

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www.sunshinecoast.qld.gov.au