ONLibChat: De-escalation Policies To Support Inclusion

ONLibChat: De-escalation Policies To Support Inclusion

Date & Time:

Monday June 22nd, from 1-2pm EST


Managing abusive, disruptive and illegal customer behaviour in our branches is challenging and staff can feel ill-equipped to intervene safely. How we frame our policies is important to ensure staff feel empowered to manage these situations with a range of responses that are proportional, equitable and inclusive. In this chat, we discuss the implications of law enforcement interventions, how we can address unconscious bias in our service policies and practices, and learn from each other best practices for creating safety and inclusion in managing complex service interventions.

About the Presenter:

Andrea Cecchetto is the Director of Service Excellence at Markham Public Library, responsible for public service, service design, change management and organizational development, staff learning & growth, and research and evaluation. Andrea led MPL’s Library’s award winning Customer Service Revolution, a staff-driven organizational change project to overhaul MPL’s service policies, organizational design and service models to embed a community-centred approach to service delivery. She has directed the development of MPL’s Inclusion Strategy and Complex Service Policy to focus on embedding inclusion as a core service and organizational value, and speaks, consults and publishes on transforming service culture. She holds her MLIS from University of Western Ontario, Honours Bachelors and Master of Public Administration from Queen’s University and a Master’s Certification in Organizational Development and Change Management from the Schulich School of Business. She is also proud to be the 2020 Ontario Library Association President.

This session will be facilitated by Rochelle Mazar.

How to join:

This meeting will take place over Amazon Chime - a platform that OLA is new to, so this will be an experiment! You do not need an Amazon account to join this meeting. The room can fit up to 250 attendees. 
To join the meeting online:

Call in using your phone:
Canada Toll-Free (1): +1 844-843-8537
Meeting ID: 5171 39 0766

*If you are calling in, kindly mute your line.

All times listed in Eastern time.  No registration necessary.
6/22/2020 1:00 PM - 6/22/2020 2:00 PM

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