YES! We all need a little kindness. Be kind to yourself and attend this webinar and support RUSA! Be part of the Us in RUSA!
- WHAT: 60-minute webinar "Patron Response Framework: Responding with Kindness, Empathy, and Love in Difficult Situations'. Michelle Roossien of the Kent District Library shares the response framework developed for their employees to prevent escalation and maintain a safe environment.
- WHEN: Wednesday, October 1st. Michelle Roossien of the Kent District Library shares the response framework developed for their employees to prevent escalation and maintain a safe environment.
- HOW: Register HERE
In 2017, Kent District Library created a response framework for their employees to use to respond to difficult situations that occur in the library. Responding to concerns ad complaints in a kind and empathic ways ensures people feel listened to and cared for. this prevents escalation and helps maintain a safe environment. In 2022, Kent District Library relaunched the Frameworks through the lens of Diversity, Equity and Inclusion. The new frameworks focus on learning and growing together, and de-escalating situations for the safety of al, while address unconscious bias.
In this session, step-by-step instructions for the development of the frameworks will be discussed, including planning, evaluation, and implementation.
This webinar is sponsored by RUSA Reference Services Section. Visit www.ala.org/events/...
Long live the reference desk in whatever form it takes!
Liz.
2025-2026, RUSA Reference Services Section Chair.
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Elizabeth Kocevar-Weidinger
Head of Electronic Resources and Collection Development Services
Virginia Military Institute
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