REGINA — The Regina Public Library (RPL) promotes itself as a safe, welcoming space for anybody.
While the library is a space where people can access resources, from time to time, workers can confront people facing overdoses, mental health issues, and more.
Taylor Soderberg, RPL safe and welcoming specialist, said workers are trained for violent situations and utilize methods, including trauma awareness.
“We know that everyone in our community has different experiences, lived experiences. And with that, everybody has trauma. All of our staff are aware that anybody who comes through these doors is experiencing something different. And with that, we need to choose to lead with empathy.”
Soderberg emphasized the importance of tone when interacting with people at their lowest points.
“It’s really about how we can use our body language to de-escalate a situation.”
Beyond internal training, RPL staff are also voluntarily taught how to administer first aid and naloxone.
Addressing community needs
For three years now, the RPL has deployed outreach crisis workers at select branches, including the central branch.
Amber Christensene, executive director of the central library, said the idea for the workers came from the complexities in communities changing.
“We have to be able to look at that, adapt in order to mitigate and support our staff in any way we can.”
Starting out as a pilot project, workers from Family Service Regina handle certain scenarios inside the library.
“If somebody is struggling — perhaps in the library, they're a little bit sleepy, maybe they appear to be saying that it's difficult for them to comply with our rules, or they are displaying some sort of emotion that is beyond our capacity — we will radio for our crisis workers,” said Christensene.
These workers can help address people with mental health challenges, food insecurity, and housing supports and direct them to the right services.
“They're a very helpful resource for a lot of people in the community. A lot of our customers, as well, just have such good connections with them,” said Christensene.
As of now, the RPL isn’t looking at expanding crisis workers at other branches based on where needs are, said Christensene.
Minimal incidents
For every 10,000 people who walk through the RPL, two incidents could occur, said Christensene. Last year alone, the RPL had 1.6 million visits to their locations
The RPL has different levels of incidents encompassing everything.
“It could be that somebody raises their voice,” Christensene said. “There are people who do live with addictions and substance use, so somebody may be displaying behaviours related to that. And that can become an incident.”
In 76 per cent of incidents in 2025, the RPL had appropriate staff handle them.
“These were led by a manager, a supervisor, security, a crisis worker or tailor. So that means that that's not our regular frontline staff. We're trying to ensure that these issues are being addressed by the right people,” said Christensene.
After incidents occur, Soderberg said she’ll have open dialogue chats with employees at different branches.
“Maybe they're just kind of unsure of how to navigate it or if it was successful, things like that. We can talk about that and see how we can move forward in the future.”
Overall, RPL staff said they’re committed to continuing to create a sense of belonging.
“We need to create that sense of belonging and connection for people regardless of what they may look like. Like we say, don't judge a book by its cover.”
