Using a “journey map” is one way to communicate the different stages that are travelled through at the library when working to create a welcoming environment for all at the same time as keeping safety and security in mind. For this toolkit, six stages have been identified, including:
- Patron/Customer Experience – describes what happens in the library every day;
- Social Development – focuses on activities designed to promote and support community safety and well-being;
- Incident Preparation – focuses on the proactive implementation of evidence-based programs and strategies designed to reduce risk factors;
- Incident Prevention – identifies and responds to current situations of risk to mitigate/reduce risk factors;
- Incident Response – urgent and reactionary responses to incidents that have not been prevented; and
- Post-Incident Recovery – which focuses on providing support and recovery for the people involved, including staff and customers, and a debrief on learnings.
Participants along the journey include:
- Patrons/Customers that access space, as well as programs and responsive services in a welcoming and supportive environment maintained through the Codes of Conduct (or similar policies);
- Staff that mediate the use of space, providing supports to customers, and delivery of programs and services;
- Managers that guide, support, and work with staff to support both staff and customers;
- Security (as/if relevant) supporting staff; and
- Community partners that provide services, programs, and other supports in library spaces
Activities, policies, and procedures relevant to the journey include:
- Codes of Conduct that help support a welcoming environment for all;
- Community resources that provide programming and services;
- Training provided to staff and security guards;
- Joint Health & Safety Committee (and/or other standing mechanisms for staff and management to work together on issues related to staff health and safety);
- Emergency response services (e.g., police, ambulance, fire) that are called if necessary in response to certain incidents; and
- Support to patrons and staff involved in incidents.
