Rise in violent incidents taking toll on understaffed Victoria libraries

Violent and threatening disturbances are becoming increasingly common at Greater Victoria libraries, particularly at the downtown central branch, where 583 out of 732 incident reports were filed last year. These incidents range from minor theft and patrons falling asleep at computers to racist name-calling, creating a significant burden on both staff and patrons.

Caitlin Ottenbreit, a librarian at the downtown branch and vice-president of the library workers’ union, CUPE410, expressed concern over the growing number of disturbances and the toll it is taking on employee well-being. The library system is facing critical staff shortages, exacerbating the challenges faced by workers who are already dealing with complex needs of patrons, including homelessness, mental health challenges, and addictions.

Maureen Sawa, CEO of the GVPL, acknowledged the rise in security incidents and emphasized the need to adapt to these challenges. However, labor and library industry experts warn that more must be done to support library staff and equip them to respond effectively to disturbances.

The CBC obtained incident reports from the central branch, detailing incidents such as patrons smoking in the bathroom, inebriation, minor disputes, theft, violence, and harassment. These incidents, while sometimes quickly resolved, highlight the need for additional training and resources for staff to address a growing trend of disruptive behavior.

The staffing shortage at the GVPL is significant, with a 20% vacancy rate across the library system. This shortage has led to burnout and fatigue among staff, as well as an increased risk of losing more employees. While efforts are being made to recruit new workers and address staffing challenges, the situation remains concerning.

Experts warn that inadequate staffing levels pose a safety risk for both patrons and library staff. Without proper support and resources, burnout is likely to accelerate, further exacerbating the staffing issues faced by libraries. Auxiliary staff, while helpful, may not provide the level of support needed to address the growing number of incidents.

To address these challenges, Ottenbreit has been advocating for additional de-escalation and stress management workshops for all staff. The GVPL has provided some training, such as Management of Aggressive Behavior, and is considering other initiatives to improve safety and support for staff.

Moving forward, the library system aims to implement recommendations from a community navigator report, including de-escalation training and changes to branch layouts to enhance safety. The role of the community navigator may evolve to resemble that of a social worker, similar to successful initiatives in other libraries.

Ultimately, the goal is to increase staffing levels and provide staff with the resources they need to prevent future incidents and better serve the community. By addressing these challenges, Greater Victoria libraries can continue to provide valuable services in a safe and supportive environment for all patrons.