New Customer Service Online Training, via Ryan Dowd

Because we want to provide the best possible service to all people – and some patron interactions require a thoughtful and deliberate approach – you now have anytime access to online training from Ryan Dowd that will give you practical tools you can use every day. Through this training, you will learn how to compassionately manage problems and prevent conflicts with all patrons who enter your library, including those who are experiencing trauma such as mental health issues, homelessness, and substance abuse issues.
 
The online training is 3½ hours long and is on-demand, so you can watch it little by little or in bigger chunks, whenever works for your schedule. The subscription runs from January - December 2020.
 
Supervisors & Department Heads: please share this info with your staff. If someone on your staff does not have a work email address, please contact Joy Schwartz with their alternate email address and she’ll send them a personalized invitation.

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How to access this online training:

1. Go to this link: https://my.nicheacademy.com/dpi-wi-staff/course/2321
2. Set up your Niche Academy account by following the steps listed on that page.
   1. Note: You will need to use your work email address when creating your account.
3. Once you’ve created your account, you’ll have a link at the bottom of the page to access the course, and you’re good to go!

 
This online training will:

• Give you more confidence working with patrons who struggle with mental illness, homelessness, or substance abuse.
• Help your library remain an inclusive library, able to serve everyone.
• Provide you with tools to achieve fewer problems and less conflict in your library.

 
After successfully passing the quiz at the end of the course, you will be able to print out a Certificate of Completion.
 
Ryan Dowd, executive director of a large homeless shelter, trains libraries around the world on how to compassionately and effectively manage problematic behavior from troubled and traumatized individuals.
 
Statewide access to Ryan Dowd’s Librarian’s Guide to Homelessness training is provided by the Wisconsin Department of Public Instruction (DPI).
 
Questions? Problems? Contact Joy at [email protected] or 920-236-5218.