When a Patron is in Crisis

AFTER YOU ATTEND THIS COURSE, YOU’LL BE ABLE TO:

• Describe trauma and common mental health conditions.
• Recognize trauma-informed practices within the context of libraries.
• Describe the cycle of escalation.
• Apply specific skills to prevent escalation.
• Apply specific skills to deescalate a situation.
• Identify the limits of your role and appropriate referrals to community resources.
• Explain debriefing techniques for stressful situations.
• Select strategies to establish emotional boundaries for yourself in the workplace.

THIS COURSE CONSISTS OF 1 LIVE SESSION AND 3 ON-DEMAND MODULES:

Module 1: Understanding Mental Health and Incorporating Trauma-Informed Library Practices (Live Session; March 17, 2026, 2:00 - 3:00 PM EST)

During this session, you will gain a non-clinical understanding of trauma and mental health so you can interpret patron behavior with empathy rather than fear or frustration. You’ll learn what trauma is (and isn’t) and about common mental health conditions that you may encounter in public libraries. During a safe and supportive live session, you’ll discuss how mental health and substance use conditions show up in your library spaces, and consider the value of supportive, non-judgmental responses to patrons in distress.

Module 2: Pre-Escalation Skills

In this asynchronous module, you will learn about the cycle of escalation and what to expect with patrons demonstrating stress responses and behavior related to mental health and substance use. This session focuses on how to prevent individuals from reaching a full escalation or crisis. Using a trauma-informed framework, you will discover how to support, rather than control, a situation while maintaining boundaries.

Module 3: Deescalation Skills & Options

Building upon the skills in the previous section, you will learn response techniques in situations after someone has become escalated. Further, you will also learn when to request assistance and how to utilize available community resources when a situation is beyond the scope of your ability in your role.

Module 4: Debriefing & Self-Care

In this final asynchronous module, you’ll consider your own well-being and the well-being of your co-workers during and after stressful encounters. You’ll learn how to debrief individually and with co-workers as a method to practice the skills you learned in previous modules. Additionally, you will identify ways in which to set emotional boundaries for yourself in the workplace, including strategies for preventing burnout.

Margaret Ann Paauw, PhD, LCSW, Assistant Professor, Eastern Michigan University

Dr. Margaret Ann Paauw is an Assistant Professor at Eastern Michigan University, a Licensed Clinical Social Worker, and author. She has practiced social work since 2012, primarily with individuals experiencing homelessness, housing insecurity, and serious mental illness. Dr. Paauw previously worked as a library social worker with the Chicago Public Library and was an active member of the Public Library Association’s Library Social Work Taskforce. She facilitated the library social work direct service call, co-authored A Trauma-Informed Framework for Supporting Patrons, and authored Navigating Difficult Situations in Public Libraries. Dr. Paauw has consulted on library social work partnerships and provided trauma-informed and de-escalation trainings to libraries across the country. Her research focuses on the efficacy of library social work partnerships and contributing evidence to support this growing practice.

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GROUP RATES

We offer discounts for groups of 3 or more.

For larger groups of 15 or more, we offer the option to apply group rates across multiple courses to receive significant discounts. For more information, select Bulk Course Credits Packages in the form below.

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