Navigating Difficult Situations in Public Libraries: The PLA Guide to Trauma-Informed De-Escalation

by Margaret Ann Paauw

Overview

Because libraries are community spaces that provide access to information, resources, and programming for people of all ages and backgrounds, conflicts between patrons, verbal or physical altercations, and other difficult situations can occur. These situations can be traumatic for those involved, whether patrons or staff, making it essential that librarians know how to de-escalate them in trauma-informed ways. Utilizing the framework from PLA’s best-seller A Trauma-Informed Framework for Supporting Patrons, this workbook walks readers through building micro-skills for handling difficult situations, providing

• a succinct overview of how to define and understand trauma, including its definition, causes, effects, and manifestations;
• evidence-informed approaches drawn from the fields of social work, psychology, and counseling;
• dozens of activities, handouts, and worksheets designed to spur reflection and help readers build upon the practices introduced in the book;
• guidance on debriefing, evaluation, facing compassion fatigue, and other aftercare topics; and
• appendices that provide information on mental health resources, crisis intervention hotlines, and further reading on trauma and burnout.

Product Details

ISBN-13:	9798892552950
Publisher:	American Library Association
Publication date:	06/12/2025
Pages:	152
Product dimensions:	8.50(w) x 11.00(h) x 0.40(d)

About the Author

Dr. Margaret Ann Paauw is an Assistant Professor at Eastern Michigan University and a Licensed Clinical Social Worker. Dr. Paauw has been practicing social work since 2012, working mainly with people experiencing homelessness or housing insecurity and serious mental illness. Dr. Paauw worked as a library social worker for the Chicago Public Library, was an active member of the Public Library Association’s Library Social Work Taskforce, facilitated the library social work direct service call, and co-authored A Trauma Informed Framework for Supporting Patrons. Dr. Paauw has consulted on library social work partnerships and provided trauma-informed and de-escalation trainings to libraries across the country. Dr. Paauw’s main area of research has been on the efficacy of library social work partnerships, building the body of research contributing to evidence for this practice. 

Table of Contents

Acknowledgments

Introduction


Part I Understanding Trauma and Mental Health

Chapter 1 Understanding Trauma

Chapter 2 Mental Health 101


Part II Foundation and Skill-building

Chapter 3 The Escalation Cycle

Chapter 4 Guiding Principles of “The Tools”

Chapter 5 Reflect: Consider Cultural and Historical Issues

Chapter 6 Connect: Focus on Relationships

Chapter 7 Respect: Engage in Choice and Collaboration

Chapter 8 Protect: Promote Safety

Chapter 9 Redirect: Encourage Skill-building and Confidence


Part III Aftercare

Chapter 10 Debriefing

Chapter 11 Evaluation

Chapter 12 Recognizing the Emotional Impact of Library Work


Conclusion

Appendixes

• Appendix A: Mental Health Assistance Resources
• Appendix B: Crisis Intervention Resources
• Appendix C: National Crisis Hotlines
• Appendix D: Further Reading on Trauma
• Appendix E: Further Reading on Burnout, Compassion Fatigue, and Moral Injury

References

Index