Patron Response Framework: Responding with Empathy, Kindness, and Love to difficult situations

Five years ago, Kent District Library created a response framework for their employees to use to respond to difficult situations that occur in the library. Responding to concerns and complaints in a kind and empathetic way ensures people feel listened to and cared for. This prevents escalation and helps maintain a safe environment. Last year, Kent District Library revisited the Frameworks through the lens of Equity, Diversity and Inclusion. The new frameworks focus on learning and growing together, and de-escalating situations for the safety of all, while addressing unconscious bias.

In this session, we will introduce four frameworks which each have an acronym to help staff remember the steps.

Code Green, LEARN

Code Yellow, CARDS

Code Red, EBBS

Code Follow-Up, FLOWS

The Code Green Framework is for daily complaints and interactions, such as book challenges. Code Yellow is for slightly more escalated situations, and Code Red is for situations where the safety of patrons and staff may be at risk. Finally, Code FLOWS focuses on self-care and reflection after a difficult situation.