Bags - Librarian's Guide to Homelessness

Lots of Bags in Your Library

A four-step strategy

By: Ryan Dowd

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Too Many Bags

Empathy-Driven Enforcement

Step 1: Get your mindset correct:

Expect resistance. The rule against having too many bags just feels like it was designed to keep homeless individuals out of libraries. Expect people to argue with rules that feel designed to discriminate against them.

Don't judge. Remember that the person you are talking to does not have a closet or a home or a storage unit to store their belongings. He/she can't just put them out in the car. Also, the bags the person is carrying may be every single possession that they own in the entire world. Wouldn't you be protective of your bags if it was everything you owned in the world?

Step 2: Get your body language (and positioning) correct:

Mind your hands. Homeless individuals are more attentive to body language than you are. Putting your hands on your hips says "I'm judging you." Crossing your arms says "I don't like you." Pointing fingers says "You are scum." Don't accidentally say any of these things with your hands.

Turn your body 15 degrees. If you have taken our training, then you know how to stand at an angle in order to deescalate conflict.

Step 3: Initiate the conversation respectfully to get the person's “emotional inertia” going in the right direction):

Small talk. Take a minute or two for small talk before you enforce the rule. Establishing a little relationship first will make the patron more likely to comply voluntarily. Very few people are willing to talk to homeless individuals. If you are the first person all day to treat the person as a human being, you will likely be rewarded with voluntary compliance.

Listen. How would you like it if someone wouldn't let you explain yourself? Would it make you more likely to do what they ask? Or would it make you more likely to get angry? Homeless people are the same as you: sometimes they just want to be listened to.

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Step 4: Use the right words (examples of specific phrases that work):

"I am really sorry, but the library has a policy against more than two large bags. Is there somewhere else you can place them while you are inside?"

"I am really sorry, but the library has a policy against more than two large bags. I can look the other way if you promise to stash them underneath a table where no one can trip on them."

Policy advice for management:

Out of the way. Consider a policy about belongings being "out of the way" instead of a policy about the number of bags. A bag that is safely stowed underneath a table is not really a problem.

Be consistent with all patrons. I have talked to many homeless individuals who were turned away for having too many bags while a college student with more bags was allowed in. That feels very discriminatory (because it is). When people feel discriminated against, they feel justified in being loud and difficult. When you discriminate against homeless patrons you make more problems for yourself.

Belongings or garbage? Consider distinguishing between genuine belongings and garbage. If someone is collecting aluminum cans for recycling (or is hoarding garbage) that is very different than someone who has all of their clothing in a bag.

Thank you for your service to the community!

Peace,

Ryan Dowd

Homeless shelter Executive Director and author of The Librarian's Guide to Homelessness (from the ALA)

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