The managers were presented with three speakers from different agencies. Listed below are brief tips on how to help a customer who may be homeless, approach a mental health crisis, and de-escalate a situation. Note: A safety/security training may be provided to all staff in the near future.
I. Homeless Customers (SEARCH): A representative from SEARCH Homeless Agency came out to talk about what they do and offer to their clients--homeless. SEARCH has a mobile unit that covers the City of Houston and they go out to meet with clients. They help educate families who are in shelters, navigate clients with obtaining IDs (vitals), provide housing, assist with finding employment, and most importantly listen to their clients. The Mobile Crisis Outreach Team (MCOT) can be reached at 713-970-7520. For publicly intoxicated citizens, call 3-1-1 to request for HPD to escort them to get sober at a facility--Sobering Center Program.
II. Crisis Intervention (HPD): People in mental health crisis can be very unpredictable. Watch for body language; expect the unexpected; call police if not sure or in doubt. Model and exhibit what behavior you want a customer to do when approaching them. Approach calm and controlled while listening to what they have to say. Introduce yourself (ex. "Hi, I'm the Librarian...") and find out their name to use in the conversation. This helps show that you respect them and attempt to connect with them.
- Avoid orders and commands
- Speak clearly, calmly, and concisely
- Be honest and don't play along with delusions
- Don't get physical (no hands on customer)
III. Verbal Judo (HPL Josh Norris): Represent HPL in a positive manner.
- 3 kinds of people: Nice, deflective and difficult
- Mention and emphasize the good/positive
- Hierarchy of De-escalation:
- positive approach
- reiterate positive language
- give customer good choices
- take appropriate action
-MM
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