Branch Libraries: notify Public Safety immediately at 911.
Firestone Library: notify Library Security immediately at 8-3221.

The following are some suggestions for dealing with emotionally disturbed persons:

• If the person requires assistance or becomes a disruptive influence, remain at a comfortable, safe distance.
• DO NOT touch the person.
• DO NOT stare or point.
• DO NOT laugh or whisper.
• DO NOT overcompensate for your anxiety and concern by being overly friendly and solicitous, or by being hostile and confrontational.
• If approached by the person, speak calmly, directly, and honestly.
• Respond to questions, requests, or statements matter-of-factly.
• DO NOT endorse or contradict a person's hallucinations or delusions.
  

Aberrant Behavior:
Lonely / Possessive / Helpless Persons

Such persons often wish to monopolize the time of library staff and other library users. They may engage in excessively long conversations and may resent efforts to encourage them to terminate the discussion. These individuals are usually friendly and eager to be even friendlier. However, they can also be abrupt, rude, impatient in their demeanor, and extraordinarily persistent in their requests for assistance and services. They may appear quite helpless or are unwilling to exert any effort to help themselves, and they are quick to take personal offense at negative answers. They frequently are unwilling to accept explanations of necessary limits to service.

• When assisting a person who wishes to monopolize your attention, set a limit on the amount of time you can allow.
• Explain that you hope you can help the person, but as others are waiting, you can give only about xxx minutes to each person.
• Paraphrase the questions/requests put to you and say you wish to understand exactly what is needed.
• Make brief written notes of the person's inquiries to show that you are identifying the elements of the problem.
• Give clear, step-by-step answers to questions--on paper, if possible--and encourage the person to be self-sufficient. DO NOT set a precedent of doing everything for the person.
  

Aberrant Behavior:
Persons Suspected of Being under the Influence of Alcohol and/or Drugs

Persons who have consumed sufficient alcohol to be noticeably intoxicated can generally be detected by their alcoholic breath. It is often difficult to ascertain whether persons who exhibit aberrant behavior are under the influence of drugs or suffering from physiological disorders. All such persons may exhibit abrupt and extreme changes of mood and should be approached with caution.

Be discreet! Maintain a nonjudgmental attitude. Do not make the person feel watched or cornered. Keep a comfortable, "safe" distance and DO NOT touch the patron.