The document is a collection of customer stories highlighting the positive impact of various Phoenix public libraries on individuals and their communities. Patrons describe how libraries provide vital resources, foster educational pursuits, and serve as community hubs, showcasing personal transformations and connections supported by library services. Through these narratives, the significance of the libraries as safe spaces and centers for creativity, learning, and social interaction is emphasized.

1. Customer Stories

2. Mercedes Robles
South Mountain Community Library
Mercedes has been coming to South Mountain Community Library since it opened in 2011. However, her
history with the area dates back as long as she can remember.
“My grandfather was a farmworker here. There’s a line of palm trees that I remember from my youth and
seeing them around here reminds me how I’ve seen the change.”
Mercedes is retired and a full-time student at
SMCC. When she “hits a block, the librarians are
phenomenal.” They “take time and get you
through the rough spots,” offering “good ideas.”
Having convinced her daughter to go back to
school as well, the two join her granddaughter at
the college making three generations enrolled.
For Mercedes, this library is a symbol of that
positive change she knows all too well. It stands
for education and “has a wide area of service.”
She attests that, individually, “we’re not all that…
We’re a community.”

3. Richard Garcia
Saguaro Library
Richard attends the library’s Lifetime
Arts programs to keep his brain active
and to “tap into his creative spirit.”
Learning to make jewelry accomplishes a
lifelong wish for Richard, who always
thought he’d be good at it. Now, he
enjoys that he’s able to “use stuff that
someone might otherwise throw away”
and admits that he likes that his new
skill “makes people jealous.” When
Richard, a true tinkering perfectionist of
an artist, completes pieces, he gives them
to members of his family. He (and his
classmates) knew he was cut out for
jewelry-making when he saved a piece
of scrap wood from the trash and
transformed it quickly into a shark.
Richard is pictured with fellow Lifetime Arts student, Marilyn Seese.

4. Paige, Olive &
Nora Underwood
Saguaro Library
Paige Underwood has been bringing her family
to Saguaro Library storytimes since Olive (3)
was just a few weeks old.
Paige understands that laying the foundation
for early literacy is crucial to each of her
daughter’s lives. She enjoys the sense of
community that she gets at Saguaro Library.

5. Daehwan Kim, Daehp Lee, Damo
Koo & Do Hyung Kim
Agave Library
This group of customers are studying to be pilots and meet once a week at
Phoenix Public Library’s Agave Library in north Phoenix.
“The Agave Library is very easy to access from our houses. It’s clean and calm
and easy to make reservations for the group study room. There are lots of
books and DVDs and events for children.”

6. Vicky and Bill Stewart
Rare Book Room, Burton Barr Central Library
“The Rare Book Room in the Burton Barr Central
Library is an exceptional gem, one that is unusual for
a public library. For 10 years my wife and I, as Vamp
& Tramp, Booksellers, have been traveling the United
States visiting private and institutional collections of
artists' books. The Rare Book Room stands with the
best, among both private and public institutions. The
collection it houses, from cuneiform tablets and
Shakespearean folios to a deep reference collection
and a vast array of cutting edge artists' books, is
absolutely first rate. And the room itself, stylish and
elegant, is worthy of the collection. Furthermore, we
have been impressed with the enthusiasm and
energy of the present librarian, Heather Kendall, in
promoting and encouraging use of the treasures. The
Rare Book Room provides the city, the state, and the
region with something that is both useful and
beautiful, and is a testament to the vision that public
libraries represent, sites that preserve and allow
public access to the knowledge and culture of the
past and present so that the future will be better for
all of us.”

7. Jo Torrens
Palo Verde Library
Jo self-proclaims she was “NOT a library person.”
When she found herself needing various
resources, however, she walked into her
neighborhood branch, Palo Verde Library. Jo was
floored by the patience with which staff helped
her with whatever she needed. Since that day,
there was no turning back as she considers the
library her “second home.”
She also appreciates that all members of the staff
know her so well that even the security guard will
tell her if there’s something new in that she might
enjoy.
“I have my kids loving it and I have an 11-year-
old and they don’t like anything!”

8. Ashley Lopez
Yucca Library

9. Kathleen
Desert Broom Library
"I'm a 50 year old with bipolar disorder and oftentimes need help and all
the librarians are extremely helpful and kind and make me feel very
comfortable coming here.
I'd have no place else to go."

10. Danny Villado,
Mia & Isaiah
Yucca Library
Danny Villado likes to bring his niece and nephew,
Mia and Isaiah to Yucca Library when his sister –
their mother – is at work. He says the kids really
miss going and so he is more than happy to step in
and take them to their “favorite place in Phoenix.”
Danny is pursuing a college degree and appreciates
all the support he gets for school at the library. He
also likes setting an example for his niece and
nephew.

11. Paul D. Sabo
Acacia Library
I decided to move back to Phoenix where I had grown up after spending last 17 years in LA. I figured I would spend time with my Father who was going through
a few challenges himself. I put everything I owned into a storage in LA until I was settled in Phoenix. First few days back in Phoenix started with a great job but
only lasted 43 days due to poor ownership. Three owners battling and due to differences I ended up out of the job.
A month goes by and April rolls around. I ended up going in partnership with one of the past owners from previous job and we were to open a Night
Club/Restaurant. But some issues with management we were dealing with made it tough on my Partner and he decided to pullout and continue with his other
venture. He was going to loan me money to continue but his other venture pulled all his capital and left me hanging. I tried to keep it going and put everything I
had up for collateral and ended up losing it all. I even lost all my storage which was valued at $400,000.00. No help from anyone.
I moved into a motel for 3 weeks and ran out of money. This whole time I had my dog of 15 years with me, Chi Bear. Half-Chow/Half-German Sheppard, large
dog, my next best friend. He was hanging in there with his age. Hours from moving onto the streets, a friend from FB/high school allowed us to move into her
spare room of her condo. That lasted for 2 months. I had put out over 150 resumes/applications only to hear from a few and then they would say; “Over qualified!”
And then for some reason my dog bit my roommate on the hand and caused her to spend time in hospital. I ended up having to put my dog down and within in a
week after asked to move out. With no help this time from friends or family I had nowhere to go. The only help I did receive was from a friend, Kelly, who prepaid
my cell phone for 2 months. And I had just qualified for food assistance, so I had that.
I packed conservatively and walked 2 miles to a park down the way where I could camp out at night. No car. About 2 minutes from the park was Phoenix Library-
Acacia. During the day I would wait till the Library open and hang out there. Carrying several bags, my sleep roll, and laptop. So, for next couple days I tried to
plan for survival. I started to use the library from open to close to write a detective book that I had started 27 years earlier. It kept my mind focused on something.
I first met Amador, the Security Guard which was on a Tuesday. He was great. Then that Friday I met Tom Gemberling, He was the Manager. On Saturday, Tom
and I got to talk for a bit before the opening. He couldn’t believe I was homeless. He said I was so neat, clean, and orderly. Well, that Saturday as I was packing up
to leave for the day, Tom came over and gave me 2 leftover food packs that the kids program earlier in the day. It almost brought me to tears. That was so cool. I
had tried to get help from shelters. Most were 20 miles away and the closest was full. I tried several churches with no results. So, being a former Marine, I figured I
could handle this. I spent the next 20 days in the park before I received some help from a friend Jillian and got off the streets and shelter.
The Library became my Sanctuary, my Refuge. It allowed me to start and finish my book and get it into hands of people who could publish it. It
allowed me to stay positive and not go down the road of drugs and alcohol. I looked forward each day to see Tom and Jason. They were great encouragers. Who
would have thought in a digital world that the Phoenix Library would have been there! Thank You!”
“This story starts three years ago. I was living in LA, California. I was doing well; real
estate, an estate company and couple other projects. Then my Mother became very sick
and at the same time my Best friend and roommate of 15 years found out she had cancer.
Within a couple months my friend had surgery and the same weekend my Mother passed
away. Over the next 9 months I became my Friend’s caregiver because her cancer
progressed to the point she passed away. Not working those months covering both our
bills drained the savings to almost zero. I spent the next 10 months trying to get back on
track and it just wasn’t happening.

12. Bette Nitsky
Mesquite Library
“Every time I request a book, it appears within 1-3 days. I requested a book for
the Monday book club on the Monday before the meeting. I got a call; the book
was in that same day! Wow – I am a New Yorker and we do not get that same
service. I am impressed. I even mentioned it to the book club. Way to go,
Mesquite!”

13. Caylee & Michael
Saguaro Library
Michael is a longtime Saguaro Library
customer from the neighborhood who is
now the caregiver for 3-year-old Caylee.
His wife is homebound and getting to
storytime twice a week is something that
benefits the whole family.
Caylee loves both attending Miss Iris’s
storytimes and using the kids’
computers.
Michael feels like the Saguaro Library
community is part of his extended
family.

14. Sarah Laurent
Burton Barr Central Library
“One of the best library systems I've ever seen. I go to my local branch often and the
building is always fairly crowded. Libraries are valued here, as judged by the outcry
when the City tried to close some of them in 2008. Some of them are architecturally
unique; all are diverse. When I worked downtown I visited many art and
photographic exhibits at the Burton Barr Central Library that still remain with me. I
used to browse the shelves for audiobooks. They had an excellent collection and I
got many hours of enjoyment from these. The collection of print and digital books is
substantial and well rounded. I almost never have trouble finding a book.
My sister lives in Charlotte, NC and loves to read. She relies on e-books but her
library has such a paltry collection that she is forced to buy a yearly membership in
the Philadelphia Free Library in order to get the books I get for free in Phoenix. I do
not begrudge my City taxes, for I-- and many others-- receive such great benefit
from our excellent network of libraries.”

15. Hand pictured belongs to Lifetime Arts student, Eileen
Shari Keith
Lifetime Arts for Phoenix Public Library
“Phoenix is an extremely diverse city with regard to the income
level, ethnicity, education, religion, birthplace, native language,
and age of its residents. As a teaching artist I travel to many
different venues throughout the Phoenix area, and have visited
many libraries. I see parking lots that are almost completely full,
and libraries that are filled with patrons. I have seen how the
Phoenix libraries serve as community centers by providing
interesting, engaging, and even vital opportunities for its diverse
population.
I am a professional teaching artist and I present hands-on art
workshops to folks of all ages and I really appreciate being
supported by the library. I know that there are many other visual
and performing artists whose work is also valued and supported.
Recently I was invited by the Phoenix Library system to present
an 8-week program to adults aged 55+ at two different libraries.
One of the libraries serves people at the high end of the economic
and education scale, while the other library serves people at the
lower end of the same scales. (In fact, after my class is over they
use the room to serve food from the food bank to children in
need.) The adults in my classes have been extremely appreciative
of being able to attend classes at no cost, and they seem to be
enjoying not only the new skills they are learning but the
interactions they are having with each other.”

16. Catherine & Gary Wilson
Juniper Library
“We love the Phoenix Public Library and have been patrons since we moved to Arizona
in 1986. We enjoy the ease of managing our accounts on line to renew items and place
books, videos, and DVD's on hold. We always participate in the food drives for St.
Mary's Food Banks as we are regular donors to the St. Mary's Food Bank. Over the years
we have used the services of many of the branches and greatly appreciate the efforts of
all the staff, especially at our neighborhood Juniper branch.”

17. D.
Desert Broom Library
“The Phoenix Public Library has made available to their
Desert Broom Branch a wonderful life saving program, at
least in my eyes. That program is a watercolor class that
meets once a week…
Over the last 2 years I have lost many family members and
very close friends. Before their leaving I loved painting and
drawing. I graduated from college with a BFA in Fine Arts
and painting was the love of loving. After their passing, I
stopped all creative work as I had no interest or energy.
A good friend, James T. Hill, told me about the painting
course offered at Desert Broom Library. He worked there
for many years and his recommendations are always
excellent.
I signed up for the class and it has brought me out of my
self-pity and back into a life of thanksgiving and beauty that
surrounds us every day.
Thank you so much for this program and I am hoping it will
continue and help other people who have similar stories.
Sincerely,
D.”

18. Dawn Walker
South Mountain Community Library
Dawn considers herself a “regular fixture”
at South Mountain Community Library. The
warm staff, beautiful building and
captivating programs have her coming back
again and again. A writer, Dawn takes
advantage of the library’s public computers
and enjoys being a part of the community
that includes the buzzing activity of early
literacy programs to the studious vibe from
the quiet rooms. She asserts “you wouldn’t
know this was a college library” and that
SMCL is a “library for everybody.”

19. Thanks to all the customers who shared stories
that are forever linked with Phoenix Public Library.