Volunteers of America

VOLUNTEERS OF AMERICA

What we do

LIBRARY ENGAGEMENT TEAM

Work with Salt Lake City Public Library homeless and low-income patrons of all ages

Educate the community/patrons about medical, social services, mental health, employment, and domestic violence services

Assist Library staff with community resources for vulnerable or at-risk patrons

On call with SLCPL branch libraries; we visit each location at least once a week

Transport clients to agencies to help with various needs

Train Library staff on de-escalation skills when dealing with volatile patrons

WHERE WE BEGAN VOA- Present at the library system before the SLCPL

partnership. In Spring 2012 SLCPL library administration, SLC

mayors office, and Optum mental health created the grant for library outreach.

Volunteers of America was well known in the community for its homeless services was selected for the grant.

On May 21, 2012, our three-person outreach team began at the Library.

Our services are for the homeless, people with mental health issues, domestic violence, employment services, detox, substance abuse, and more.

Between May 21, 2012 – April 19, 2013:406 unique individuals have been

provided 6,829 outreach services (81 females and 325 males)

5,347 Support and Referrals (Referrals & Information)

168 episodes of consult totaling 78.5 hours provided to 448 duplicated Library staff

What should you do if she came into your library?

HOW WE BUILD RAPPORT Remain professional and stay focused

on business with the patron giving information on available resources

Information is key. Don’t give out personal information

about yourself. Do not ever give money to patrons. Trust but verify.

BUILDING TRUST WITH A DIVERSE COMMUNITY

Implementing these steps with problematic patrons will ensure that if you need to talk with them about an issue, it will result in a less tense situation. Greet and acknowledge with eye contact. Provide them the same level of service you’d give to

any other patron; People can sense hesitation or reluctance in your

body language. Address problems directly. Patrons acting out need

to be informed right away when they cross a boundary.

UTAH/U.S. HOMELESSNESS

Utah Homeless US Homeless

Total Population 16,522 (+15% over 2010) 3.5 million

Chronically homeless 542 (-10% over 2010) 17%

% of population in families 40% 37%

Homelessness StatisticsSource: www.nhchc.org

HOMELESS OUTREACH SERVICES Homeless Outreach Program

Street Outreach Team

Library Engagement Team

Medical Outreach Street Team

Pathways Program