This document provides guidance for library staff on how to set boundaries with and respond to problematic patron behaviors. It recommends that staff observe patron behaviors closely to detect issues, set clear expectations that negative behaviors will not be tolerated, enforce consequences consistently if boundaries are crossed, and call security or other staff for assistance as needed. Staff should not be afraid to involve others when patrons become stressed, aggressive, or their tone turns attack-related.

1. 19 June 2010

3. Don’t be afraid to call Staff or Security whenever you need to Set up boundaries

4. Fun/Involved PIBs Stressed Out (the primary problem patron) Aggressive

6. Prevention Problem Resolution Damage Control

7. Observer/Reinforcer Problem Solver Mediator/Negotiator Enforcer Rescuer

8. Detection/Awareness Response Options Permission to respond and protect

9. How are they talking? What is their tone of voice? What is their behavior like?

10. Boundary Probing Behaviors Attack Related Behaviors (not necessarily physical) Attack Behaviors Make barriers to continuing negative behavior As soon as someone acts out, make the consequences of their behavior known If they continue to act out, call security or call staff

12. Ask the patron to stop the behavior they are engaging in Inform them of the Library’s (or the CTCs) policies about their behavior Tell them that they must stop their behavior or leave the CTC Tell them one more time to stop their behavior or leave the CTC Call Security Feel free to call security or a staff person to get involved sooner if you want! Setting Boundaries!!!