Safe Workplaces: Library Security - Better Communication, Safer Facilities

This training covers the do’s and don’ts of handling challenging, entitled, or even threatening patrons, including the homeless, mentally ill, gang members, thieves, Internet hogs, and others who want to disrupt the library. This training offers practical and realistic tools which will make your facility a better, safer place to work. Enjoy Steve’s real-life experiences as a law enforcement officer, mixed with his use of humor. Learn safe workplace behaviors, security measures, and how to activate your “high risk” customer service skills. If you are a person with a disability and need an accommodation to participate, please contact the California JPIA training division by email,, within two business days of the training date, noting that the Authority is closed on Fridays. (Duration: 4 Hours)
Topics Covered:
  • Our New Safety & Security Motto
  • Our Need for Consistent Security Themes
  • The “New” Library Environment
  • What is Workplace Violence?
  • Perpetrators of Workplace Violence
  • The List: Challenging Patrons (and Their Beasts)
  • Challenging Patrons Exercise
  • Real Codes of Conduct
  • Our Library Security Plan
  • Interacting with the Police
  • Creative Customer Service
  • Verbal Judo: The L.E.A.P.S. Model
  • On-Going Homeless or Mentally Ill Patron Management
  • Challenging Patron Role Plays
4 hours
Initial training for library staff
Who should attend:
Library staff
As Needed
No trainings are currently scheduled at this time.
To register for training, click here.
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