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Professional Development for Delaware Library Staff: Services for Members of the Disability Community

Statewide Professional Development Team

Summary - WJ Competency Index

Services to Underserved Populations [Patrons with Diverse Needs] is not listed as a separate competency in the Competency Index for the Library Field, but it is noted in Public Service Competencies - Adult and Older Adult Services (pages 39 & 41), Children's Services (pages 46 & 49), and Young Adult Services (page 56).  Staff who provides services to underserved populations:

  • Define and implement outreach services for the library community to reach underserved populations.

Training Needs Assessment Rankings

Services to Underserved Populations [Patrons with Diverse Needs] ranked #17 out of 51 self-identified urgent training needs.  It ranked #13 out of 60 topics staff would like training in.  63% (79) of respondents indicated they would like training at the Beginner level, 23% (29) would like training at the Intermediate level, and 14% (17) would like training at the Advanced level.

As part of Services to Underserved Populations:

  • 119 respondents indicated they would like training in Services to Persons with Disabilities.  65% (77) indicated they would like training at the Beginner level, 21% (25) would like training at the Intermediate level, and 14% (17) would like training at the Advanced level.

Customer Service Standards

Safety - Provide a safe environment for staff and public, ensuring privacy, confidentiality, and physical well-being.

Courtesy - Treat everyone with kindness and respect.

Knowledge - Be aware of library policies, procedures, and resources.

Efficiency - Provide accurate and timely service with the best use of tangible and intangible resources.

DDL Contacts

Accessible Presentations

Alzheimer's/Dementia

Assistive Technology

Autism

Behavioral Health

Mental Health Initiative Video Series 

California State Library - 2017

A 6-part video series that addresses different aspects of library patrons affected by mental illness and how library staff can best respond. These episodes cover how to establish a positive staff culture around mental health/illness, compassion fatigue, do's and don'ts when interacting with patrons affected by mental illness, teen patrons affected by mental illness, and how to address patrons complaining about individuals experiencing mental health challenges in the library. These videos were produced as part of the California State Library's Mental Health Initiative to increase libraries' ability to better serve library patrons affected by mental illness.

Episode 1: Welcome to the Mental Health Initiative Video Series 

Episode 2: Establishing a Positive Staff Culture Around Mental Health 

Episode 3: The Do's and Dont's of Interacting with Patrons Affected by Mental Illness

Episode 4: How to Establish Positive Relationships with Disruptive Patrons 

Episode 5: Exploring Compassion Fatigue  

Episode 6: Successfully Addressing Customer Complaints About Patrons Affected by Mental Illness 

 

 

 

Blind & Visually Impaired

Braille

The Delaware Assistance Technology Initiative has a Perkins Brailler which is available for loan to any Delaware resident.

JAWS (Job Access With Speech) is a computer screen reader program for Microsoft Windows that allows blind and visually impaired users to read the screen with either a text-to-speech output or a refreshable Braille display.

JAWS software is installed on one computer at each public library. Please see the JAWS sticker below. This sticker is on the computer with the software. 

JAWS software is also installed on two ADA computers at the Dover, Georgetown, Seaford, and Wilmington public libraries. 

If you have questions about JAWS, please contact John Phillos at Delaware Library Access Services (DLAS).

Deaf or Hard of Hearing

Intellectual Disabilities

Learning Disabilities

Opioid Crisis

Service Dogs

Additional Resources

Resources for Children/Young Adults

Select Bibliography

Professional Organizations & Groups