James Dekens
Manager, Neighbourhood Branches, Burlington PL

Law & Order, Public Library Unit: A New Approach to Dealing with and Documenting Incidents in the Library

Over the course of 18-months, Burlington Public Library moved from an outdated, overly-complex Problem Procedure Manual and Incident Reporting form to a set of customer-first guidelines and a simplified reporting process. Learn how (and why) we updated our methods, empowering staff to not only make decisions when confronted with these challenges but to report them efficiently and respectfully. Handouts PPT Presentation If you attended this session, please complete a brief session evaluation here.