From WBOC (2023). A Telehealth kiosk in the library that can be reserved by those who need a private space for interviews, appointments, and more.
New Models for Serving the Underserved
One article that stood out to me in the New Models module was about Berkeley Public Library providing an Easy Access Card to residents of California who are unhoused or have no permanent address (Rees, 2018). The article was written a few years ago, but it appears that the cards are still available for those that need them. I think this is a fantastic option to have, as it makes library resources available to more individuals. The director at the time, Elliot Warren, mentioned that they used to have two alternate library card options: one that was temporary where the patron would need to show proof of address after 45 days, and another that required a letter from a shelter as evidence that the patron was staying there. Warren stated that the second option was “patronizing,” and I agree with this take, as requiring a letter from a shelter could add to the stigma associated with being unhoused. It could also ultimately make folks feel unwelcome in the library environment, which is typically the opposite of what we’re going for!
In all honesty, this letter from a shelter is something that my library system requires for those without fixed addresses, and it does feel like a major barrier to access, especially since not all folks are able to stay in shelters. There just aren’t enough in my community to accommodate everyone that might need them. Additionally, one of the larger local shelters had a fire recently, so that’s just one less safe space for people to stay at night.
That being said, I think this is a great example of a new model for library access for those who are already living through a difficult situation, and I wish it were something my system would put into place. Simply being required to show any form of ID (the Berkeley PL updated its policies to accept identification outside of the usual state-issued IDs, as these can also be challenging for some to get a hold of), and then being given to access to in-house library resources, while also being able to check out a limited number of physical resources, could mean a lot to people who may have been turned away from other public locations. Computer and internet access alone can make a world of difference in terms of being able to connect with friends or family members, and to find food distribution sites or shelters with vacancies. Although the population of folks who might be in transitional housing situations may be small in any given community, it is clear that this is one of the most marginalized and ostracized populations, while also being one of the most vulnerable. Where a lot of other government-operated institutions fail to provide adequate assistance, libraries can step in and help.
Advocating for Social Services workers within the library who can help patrons obtain IDs, apply for safe living accommodations, find mental health and substance rehabilitation providers, create resumes, apply for jobs, find clean clothing, locate hygiene facilities, and so on, can also make a huge difference. My library does have a Social Services specialist to help with these things, although I do wish we could have someone in-person on a more regular basis. Her time, along with a few other specialists, is currently split between different libraries in the state throughout the week. For those patrons who are working during the day but still need assistance, her available hours at our location might not work out. For this reason, I really appreciated the article about Salt Lake City’s full-time, in-house social worker (Harkins, 2023). She has brought in local service providers on a rotating schedule throughout the week, and according to Harkins, has helped thousands of patrons in just a few years.
The main branch at San Francisco Public Library also has a full-time social worker on staff who has hired Health and Safety Associates directly from the community since 2010. These workers, also known as HaSas, have experienced challenges such as homelessness, substance abuse, or domestic violence, and are familiar with the struggles of getting out of a cycle of oppression. In the last two years, some of the HaSas have been given full-time employment within the library system, which is truly amazing, and good of the administrators in that system for creating those jobs. HaSas act as empathetic peer support for library patrons who might be in need of any kind of social services assistance. I think this case draws attention to the fact that although anyone can experience tough times, you don’t have to be alone through that, the tough times don’t have to last forever, and that there are always caring people who are working to provide help and hope where they can (Qing, 2024).
This model of hiring full-time social workers at libraries is something that I wish more governments and library stakeholders would recognize as being legitimate, cost-effective, and potentially more helpful than having social workers only available in more traditional office settings that can be intimidating. If we are thinking about meeting people where they are, then the library is certainly the right place for community navigators to meet those experiencing homelessness or other life challenges!
This video shows Telehealth Kiosks at a few libraries in my state, although there are more now than noted in the video. People can reserve these online or by phone, and can use them for medical or housing appointments, job interviews, and more! They are primarily available when Social Service specialists are on-site to assist patrons, and are a great resource for those who might not have access to a laptop, internet, or a safe and quiet space to meet with someone virtually.
DeRobertis, K. (2023, August 11). Delaware libraries broadening horizons with more telehealth kiosks. WBOC. https://www.wboc.com/news/delaware-libraries-broadening-horizons-with-more-telehealth-kiosks/article_30cfff78-387d-11ee-af39-bbc9aa106f2b.html
Harkins, P. (2023, June 20). Salt Lake City downtown library’s new social worker has already helped thousands. The Salt Lake Tribune. https://www.sltrib.com/news/2023/06/20/salt-lake-city-downtown-librarys/
National Library of Medicine. (2024, February 28). NNLM discovery | Telehealth kiosks [Video]. YouTube. https://www.youtube.com/watch?v=boaNLHc8xQU&t=5s
Qing, A. (2024, October 7) Library program offers path to employment, stability. National Association of Counties. https://www.naco.org/news/library-program-offers-path-employment-stability
Rees, M. (2018, December 3). No permanent address? No problem. Berkeley library makes it easier for those without homes to get library cards. Berkeleyside. https://www.berkeleyside.org/2018/12/03/no-permanent-address-no-problem-berkeley-library-makes-it-easier-for-those-without-homes-to-get-library-cards