Violence and Harassment | A Growing Concern in Canadian Libraries

The Library Environment

The library environment has changed quite drastically over the past fifteen to twenty years. While libraries are traditionally viewed as quiet, peaceful and safe environments, recent reports have highlighted an unsettling trend: the rise in security events, harassment, and violent scenes in libraries across Canada. The rising number of incidents has highlighted a growing concern across the country, affecting both large urban centers and smaller communities. Many library employees report feeling ill-equipped to manage the myriad of patron behaviours they encounter daily.

Library Security Events and Incidents | Statistics

Following a fatal stabbing in 2022, the Millennium Library in Winnipeg introduced enhanced protective measures, including metal detectors and additional security personnel. These measures were implemented in response to a growing number of violent events.

Security incidents increased by 28% across Saskatoon’s library branches between 2022 and 2023. The staff have reported dealing with racial slurs, physical assaults, and even attempted sexual assaults, leading to a demand for better safety measures, such as emergency alarms and walkie-talkies. 

The Edmonton Public Library (EPL) recorded 3,452 security incidents in 2023, which averages to about eight incidents per 10,000 visits. This included a violent scene at a downtown branch where three security guards were trying to remove a patron carrying a knife and received non-lethal cuts, emphasizing the possible severity of the risks involved.

To learn more about these statistics: CBC News

Contributing Factors Toward this Increase in Violence

Several factors contribute to this increase in violence, including the social and humanitarian crises in our cities and the growing number of vulnerable individuals, who turn to libraries as safe havens. 

Homelessness and Poverty: Libraries often serve as one of the few accessible, warm, and safe public spaces available to individuals experiencing homelessness. This population may struggle with significant stress, trauma, and survival challenges, which can sometimes manifest in aggressive behaviour. Libraries, especially in urban areas like Toronto and Vancouver, have seen an influx of patrons who may struggle with these issues, making it a challenge to maintain a safe and secure environment.

Mental Health and Substance Abuse: Many library users are individuals who are also dealing with mental health challenges or substance use disorders. The public health crises related to mental health and the opioid epidemic in Canada have led more patrons to use libraries as places of refuge. Unfortunately, these crises often result in escalated, erratic, or aggressive behaviours, increasing the potential for violence.

Gaps in the Social Safety Net: Libraries have increasingly become the default providers of support for people in crisis, not because they are equipped for this role, but because of the significant gaps in the social safety net. The lack of funding for essential services such as mental health care, housing, and social work means that individuals who might otherwise receive support elsewhere are instead frequenting libraries. This has put a strain on library resources and staff, who are often untrained to handle these complex issues.

Inadequate Preparation and Resources: Many libraries, especially in smaller communities, lack partnerships with social service organizations and the appropriate safety training necessary to deal with the challenges that arise from serving diverse populations. Without these resources, libraries are often unprepared to manage situations that escalate into threats or acts of violence.

To learn more about the reasons behind the increase in violence in Canadian public libraries: Global News

Common Challenges Faced by Library Workers

Matters such as service issues, delays, fees, and line-ups can frustrate patrons. These frustrations, combined with the stressors that patrons may already be experiencing, can lead to a variety of challenging and sometimes volatile behaviours. Library workers face significant challenges related to addressing patron conduct in the library.  

1. Rowdy Behaviours:
   • Loud and disruptive behaviours that include shouting, running, or disturbing other patrons, creates a tense atmosphere for both staff and users.
2. Sexual Advances Toward Staff:
   • Sexual harassment is a serious concern in libraries. Library workers may face unwanted advances or inappropriate comments from patrons. This behaviour can create a stressful and unsafe work environment, thus significantly impacting the well-being of staff.
3. Inappropriate Computer Activity:
   • Libraries often provide free access to computers and the internet, which can lead to misuse. Patrons might engage in activities such as viewing pornography, illegal downloading, or other inappropriate behaviours that can disturb others and place staff in difficult and potentially volatile interactions when enforcing usage policies.
4. Patron-to-Patron Conflict and/or Fighting:
   • Conflicts between patrons can escalate quickly, especially in environments where space is limited, and tensions are already high. These conflicts can range from verbal arguments to physical altercations, exposing staff and patrons to potential violence.
5. Intoxication:
   • Intoxicated patrons pose a significant challenge for library staff. Individuals under the influence of alcohol or drugs may become belligerent, unpredictable, and/or even violent. Safely managing these situations requires that employees have the confidence and skills to assess and respond to dynamic and quickly changing circumstances. There are events that may require the involvement of security or law enforcement.
6. Drug Use and/or Prostitution in Bathrooms:
   • Some libraries, particularly those in urban areas, have reported issues with drug use and prostitution occurring in bathrooms. This not only poses a safety risk for staff and other patrons but it also complicates the library’s ability to maintain a clean and welcoming environment.
7. Theft and Vandalism:
   • Theft of library materials or personal belongings, as well as acts of vandalism, are common issues. These behaviours not only result in financial losses for the library but they also degrade the quality of the facility for other users. Vandalism can include graffiti, damage to furniture, or the destruction of books and other materials.

Impact on Library Workers

Library workers are often on the front lines of these challenges and must balance maintaining a welcoming environment with ensuring safety, while educating patrons about rules and conduct policies. The cumulative effect of dealing with such incidents can lead to significant stress and burnout among staff, particularly when resources such as staff training are limited.

What is not Working?

Libraries often lack the resources and employee training needed to handle these complex situations effectively. Employees equipped with de-escalation techniques are more likely to have the confidence and skills to safely manage these situations, however, in an effort to support staff, libraries often create a binder full of pre-scripted, paint-by-number responses to dozens of potential interactions. Considering that patron conflicts are dynamic and quickly changing, employees must have the tools to make safe and effective decisions based on their ongoing assessment rather than communicate prescribed statements. 

Many library systems have contracted the services of security personnel. It’s important to recognize that there are limitations to what many contract security personnel can do when it comes to the prevention of and response to escalated patron behaviours and threats. These limitations may be a result of inadequate training that fails to provide security guards with the skills to de-escalate and manage patron escalation.  It should be noted that a number of library systems have hired and trained security personnel who have the skills needed to defuse rather than further escalate situations.

What will Work?

Safety measures alone do not prevent incidents. Employees need to be given the skills and confidence to manage the continuum of patron behaviours ranging from low-level anger and harassment, to verbal abuse, hostility, and threats. The fact is, the choices made by employees in response to patron behaviours often determine the level of risk. When employees understand that they do have a choice in how they respond to patron behaviours and circumstances and that these choices can positively impact outcomes, their stress levels may be reduced, confidence increased, and their safety is enhanced.

Libraries across Canada, particularly in large systems like Toronto and Vancouver, have implemented de-escalation training for their staff to better manage conflicts and reduce the potential for workplace violence. 

Conclusion

While Canadian libraries have made significant strides in addressing the rise of violence and harassment within their walls, the issue remains a complex challenge that requires ongoing attention, adequate funding, and broader social interventions. The increase in violence in libraries is a symptom of broader societal/social issues, including homelessness, substance abuse, the lack of adequate housing or mental health care, and the underfunding of social services.

Libraries, while committed to being safe and inclusive spaces, may not be fully equipped to handle the complex needs of all their patrons, leading to situations where conflicts arise. Addressing this problem requires broader social reforms and comprehensive societal solutions to effectively manage these issues and better support vulnerable populations, but in the meantime, it is critical to equip library staff with the ability to safely manage and defuse potentially volatile situations. To learn more about ARETE Training and our Workplace Violence Prevention & De-escalation course, visit our Website.

• From Awareness to Action | Preventing Hate Crimes, and Violence in the Workplace
• Effective Workplace Customer/Client De-escalation & Violence Prevention Training
• Customer Conflict | Employee Stress, Safety, and the Bottom Line
• Customer/Client Violence: Considerations and Rationale for Procedural Development
• Harassment and Bullying in the Workplace