Oshkosh PL: Communications with Staff about Whole Person Librarianship

Subject: Update: Social work concepts in the library

Sent by Lisa Sumter Voss, Assistant Director for Library Development, February 9, 2022

An article in the Feb. 2 Oshkosh Herald addressed OPL’s plans to incorporate knowledge of social work concepts into staff training and related practices into the library’s new customer service model. I would like to provide some information about the intent of this strategic plan initiative and update staff on where we’re headed in 2022.

Libraries have always served the information and referral needs of our communities. But those needs have evolved over time to require a deeper level of understanding and a broader set of skills for us to effectively serve our patrons and community. Some of the same issues central to social services – housing, poverty, mental illness, joblessness, health care and more – present themselves in various forms at our public service desks regularly.

Training in “social work concepts” may sound like a radical leap into new territory. But OPL has already taken steps to enhance our understanding of patrons and the higher level of assistance they sometimes need. We’ve exposed staff to Ryan Dowd’s training and practices; engaged with the Day by Day Warming Shelter for staff tours and resource fairs; and worked with individual patrons in crisis to connect them more directly with resources and assistance.

Our 2022 Strategic Action Plan (included in the January 2022 board packet on our website) includes two projects designed to enhance our ability to meet patron needs:

• Development of a new customer service model
• Providing staff training in Whole Person Librarianship (WPL)

Bringing a professional social worker into the library environment was explored, but funding and other
considerations made that impractical at this time. Instead, we will begin to better educate our entire staff in relevant social work concepts and tools, using the Whole Person Librarianship model. “No one comes to the library with one story, one information request—there is a complex interplay of factors which may never be known to the librarian, but are still there impacting upon the interaction,” explains Sara K. Zettervall, co-author of the book Whole Person Librarianship. “It is understanding and treating each patron with the dignity and respect they deserve as a whole person, not seeing them as just one thing,”

Using the WPL model, we will seek to better support staff with the tools, understanding and knowledge needed to assist patrons with a broader range of needs. OPL staff will participate in WPL training this year as a member of the City Library Collective (CLC), a group of medium-sized Wisconsin libraries that was awarded a $143,783 grant through the American Rescue Plan Act

This is a work in progress and the end goal is not to turn every staff member into a social worker. As part of this effort we will:

• Consult with community agencies and resource providers to help identify the best role for the library in providing services with a “whole person” focus.
• Increase staff knowledge of services in our community and build relationships with organizations that provide them.
• Pursue collaborations and community partnerships that complement and support our efforts.
• Establish clear roles, responsibilities and boundaries for staff within the scope of our customer service model.

A reporter from WBAY-TV2 may interview Jeff in the coming week about these issues, so you may see that segment when it airs or hear more questions/comments from patrons. Please review the following to help with those conversations.

Talking Points:

Why is the library getting involved in social work?
More and more, library service and social services intersect. The needs of our patrons and communities are often complex and we need to be prepared to help people make solid connections with services and resources that can really help.
Why is the library changing its focus now?
We aren’t. Libraries have always provided information about and referrals to community resources. As community needs and interests change we continuously update our knowledge and skills to provide the best service possible.
Are you going to train everyone to be a social worker?
OPL staff are not going to become social workers. Staff will receive training this year on how to apply social work concepts to assess patron needs and offer information referrals based on the “whole person,” not just one specific information request.
Are there plans to get a social worker at the library?
It is possible that in the future there could be a social worker based at the library. It would need to be the best option for our community

More information about training will be shared as a plan is finalized. If you have questions about this initiative, please speak with your supervisor or contact me and I would be happy to discuss this further. The important work that you do at all levels is appreciated! Moving forward together we’ll continue to evolve in ways that best serve our patrons and community.

Subject: Whole Person Librarianship training begins

Sent by Lisa Sumter Voss, Assistant Director for Library Development, March 29, 2022

This week Oshkosh Public Library takes the first step in an initiative designed to incorporate social work concepts into our service model and teach staff the skills needed to better meet the psychosocial needs of our patrons and community.

A video training package which will introduce staff to Whole Person Librarianship (WPL) is now available for staff to view. Some staff have been scheduled to watch the videos at specific times; others will do it during off-desk time. Ask your supervisor if you have questions about when to watch the training.

All OPL staff are required to take the attached pre-test, view the videos and respond to the survey provided before April 4. Feedback from the survey will help the presenter to address staff questions and concerns about WPL during a Zoom session on April 5. Supervisors will determine who attends that session (based on schedules and availability) and how you will view it.

• The keynote is broken into four segments that total a little more than an hour:
• Take the pretest (required as part of the ARPA grant)
• Watch Keynote Part 1: Intro to WPL (14 min)
• Watch PBS News Clip: Library Social Work in San Francisco (7 min)
• Watch Keynote Part 2: Types of Library-Social Work Collaboration (15 min)
• Watch Keynote Part 3: Social Work Concepts and Collaboration (27 min)
• Complete the Survey!

In the coming months, we will build on the information provided in these introductory videos to develop service expectations and practical training based on the WPL model. Next steps include:

• April 5 – Zoom session with WPL founder and consultant Sara Zettervall to address staff questions and concerns raised by the training videos.
• April 8 – Library leadership meeting with local human services professionals to discuss further training, local resources and building relationships with area practitioners.
• April – Meetings with Sara Zettervall to assess OPL training and community needs.
• April – OPL purchases 20 copies of Whole Person Librarianship for staff use.
• June – Staff training specific to OPL service model and community needs.
  In progress – A new customer service model for OPL which incorporates WPL concepts.
• Future – Integrate training in customer service model (including WPL) into an ongoing schedule of staff development.

Libraries have always served as providers of trusted information. A “whole person” or “person centered” approach means being prepared to assess the often complex needs of our patrons and helping them to make solid connections with services and resources that can help. It’s the difference between handing someone a phone number for a local agency and making the phone call that connects them to a person who is ready to help.

One of OPL’s core values reads: The library will commit to creating an excellent user experience by putting the needs of our patrons at the center of all that we do. Whole Person Librarianship is the next step in the journey to continuously live that value. Thank you in advance for your commitment to this initiative.

Subject: Whole Person Librarianship – “What does this mean for me?”

Sent by Jeff Gilderson-Duwe, Director, April 5, 2022

Thank you to all who participated in today’s Whole Person Librarianship (WPL) session on Zoom. Questions that came out of small group discussions revealed staff concerns, will help to guide future training and created space for candid discussion about how we move forward.

I participated in the Zoom call with a staff group under the Dome and a key question that staff asked was: What does this mean for me? I want to share some insights here that I addressed with the group after the session concluded.

• OPL is not hiring a social worker in the foreseeable future. At this time we don’t have the financial resources to do so.
• Our efforts will focus on training staff to serve the whole person, not a single need that stands out in the moment. We will attend to their needs with empathy and a better understanding of the services and community resources that could meet those needs.
• Issues such as service boundaries, staff expectations, procedures and creating deeper knowledge of community resources will all be addressed as we integrate social work concepts into the service we provide.
• Our adoption of WPL practices will be tailored to fit our patrons and the Oshkosh community.
• We will not rush into implementing WPL concepts at OPL. While there are some grant-related activities that must be completed in the next few months, work on this will continue, with adequate time built in for staff training.
• Whole Person Librarianship will be integrated into the new customer service model, which is being developed per our strategic plan. Contact Ruth if you are interested in serving on the committee that will assist with this project.

For more information, visit the WPL website and watch for updates on a special site that Sara Zettervall has created for Wisconsin libraries.

Whole Person Librarianship is not a revolution – it is an evolution that brings our ability to serve in line with current patron and community needs. It signals the beginning of a long-term commitment to meaningful service that continues the long-standing library value that each person’s life and goals deserve respect. I appreciate your dedication to this value and look forward to working together to achieve our goals.