MLA Connect: From Policy to Practice: Navigating Complex Patron Interactions with Care and Consistency

March 5, 2026
1:00 - 2:00 PM

Libraries aim to be welcoming to all while also maintaining safe, functional spaces for patrons and staff. Front-line library workers are often responsible for applying written policies in real time, particularly when working with patrons who are unhoused or experiencing housing insecurity.

This webinar focuses on how policies play out in everyday situations. Participants will explore practical ways to apply behavior and conduct policies with consistency and compassion. Topics include addressing concerns related to hygiene, sleeping, and use of library spaces, as well as responding to situations that may escalate, all while keeping dignity, equity, and staff safety in mind.

Designed for staff at all levels, this session emphasizes practical strategies that build confidence and support consistent approaches across teams. Participants will leave with tools and shared language to apply policies in ways that are fair, humane, and aligned with the library’s mission and values.

Outcomes

• Apply behavior and conduct policies clearly and respectfully
• Use compassionate, straightforward language when addressing policy issues
• Navigate common situations involving unhoused patrons with greater confidence
• Balance flexibility and boundaries while maintaining fairness

Speakers

Registration Rates

View Recording at
MLA Connect on Demand

Event Policies 

Consent

Registration and attendance at, or participation in, MLA meetings or other activities constitutes an agreement by the registration to the use and distribution of the registrants or attendees' image or voice in photographs, videotapes, electronic reproductions of such events and activities by MLA. 

Code of Conduct

MLA is committed to providing a safe, productive, and welcoming environment for all participants and MLA staff. Each participant, including attendees, speakers, volunteers, exhibitors, staff, service providers, is expected to understand and follow MLA policies and report any violations. These expectations apply to all MLA activities including those held in conjunction with MLA conferences, events and meetings, as well as online venues and social media.

Cancellation

Cancellations for MLA online and virtual events must be received in writing by e-mail no later than five (5) business days prior to the program in order to qualify for a refund. Within five (5) business days of the event, no refund will be issued. Registrations received within five (5) days of the program are not eligible for a refund. No-shows will be invoiced. A $10.00 processing fee will be applied to refunds for MLA Connect webinars.