Library Security for Better Communication & Safer Facilities

  • Classroom

This training covers the dos and do nots of handling challenging, entitled, or even threatening patrons, including the homeless, mentally ill, gang members, thieves, Internet hogs, and others who want to disrupt the library.  This training offers practical and realistic tools that will make your facility a better, safer place to work. Mixed with his use of humor, a law enforcement office shares his real-life experiences. Learn safe workplace behaviors, security measures, and how to activate your high-risk customer service skills.

If you are a person with a disability and need an accommodation to participate, please contact the California JPIA training division by email,, within two business days of the training date, noting that the Authority is closed on Fridays. 

Topics Covered

  • Our New Safety and Security Motto
  • Our Need for Consistent Security Themes
  • The New Library Environment
  • What is Workplace Violence?
  • Perpetrators of Workplace Violence
  • The List Challenging Patrons (and Their Beasts)
  • Challenging Patrons Exercise
  • Real Codes of Conduct
  • Our Library Security Plan
  • Interacting With the Police
  • Creative Customer Service
  • Verbal Judo the L.E.A.P.S. Model
  • Continued Homeless or Mentally Ill Patron Management
  • Challenging Patron Role Plays


4 hours


Best Practices


As Needed

Who Should Attend:

Library Staff