While library staff are not trained social workers, they are often placed in situations that require empathy, de-escalation, and informed referrals due to the growing complex behavioral, and social-emotional needs within their branch communities. 
This webinar is designed to provide practical, realistic tools that library professionals can use within their role and scope, without expecting them to replace trained clinicians or social service providers.  

Attendees will learn how to:
Communicate with patrons using empathy while maintaining professional boundaries
Recognize and manage personal bias, stress reactions, and emotional triggers
Build and leverage relationships to connect patrons with appropriate community resources

Who will benefit from this program:
This training is ideal for library staff, customer service representatives, frontline professionals, supervisors, and administrators who regularly interact with the public and encounter patrons experiencing mental/emotional distress, crisis, or other complex life challenges.

Bryanta Spencer Biography
Bryanta L. Spencer, LISW-S, is the Founder and CEO of Fortitude Wellness & Consultations and the Social Work Manager of the Cuyahoga County Public Library system. Holding certifications in trauma, integrative medicine, and mental health first aid she specializes in therapeutic services, clinical supervision, professional development and consulting for organizations, schools, and community-based systems. Bryanta is known for her out-of-the-box thinking, charismatic engagement style, and practical equity centered trauma-informed trainings that bridges real-world challenges with clarity and impact. Her work focuses on strengthening frontline professionals and helping institutions better service the underserved and unseen with dignity, skill, and compassion.