Approaches to Library Panic Alarms

Using tech to keep staff safe.

Getting emergency help at the press of a button is an issue that some libraries are still discussing, others have a system in place that sort of works, and still others have a process, policy, and response that really works. The level of sophistication of both the panic buttons and more importantly, what happens when the button is pushed, needs a careful review and often, the need for improvements.

I have consulted with libraries on security issues for high-stress or even dangerous encounters with out-of-control patrons. They tell me they have panic buttons at their main Circulation or Information Desks and either their security guards, or their PICs or supervisors, or an alarm company will get an immediate notification. I say, “Great! Can we test the actual button to see what happens?”

This is when they and I learn the button was disconnected several years ago, the button is broken, the security guards don’t get notified, there is no supervisor’s response, and the contract with the alarm company was discontinued last spring. This hardly gives comfort to the desk staff. (I’m reminded of a lawsuit where a fire sprinkler contractor wanted to cut costs and make more profit, so he simply super-glued the fire sprinkler valves to the ceilings without actually connecting them to the water supply. I think he went to prison for that fraud and safety hazard as well.)

Some of my library clients are in the “wait and see” mode for panic alarms, often waiting for the “Big Event” to give them the momentum, motivation, and reason to spend the money on a panic alarm system. Since I also teach substance abuse awareness for managers and supervisors of safety-sensitive employees (truck drivers, transportation operators, etc.), this is like waiting for the alcohol-or drug-addicted employee to crash into a busload of nuns and orphans before you take action on stopping the issue.

Let’s break down some potential panic button solutions:

1). The library can install a panic button that rings to the back offices, the security guard station (if applicable), sets off a silent strobe light in the back hallways, or alerts the leadership via an emergency text or desk PC/Intranet notification. This should initiate a response that is safe and measured, meaning before dialing 9-1-1 or rushing forward to see what the concern is, the library leaders should look first at any camera views that shows what is happening at the desk. It may be just as useful to call 9-1-1 from their position of safety, before going forward, getting involved in the patron contact, and then having to either retreat to a safe place to call 9-1-1 or sending someone else to go to do it.

2). When pressed, the panic button notifies the leadership team electronically (ringer installed in the back offices or by text/email) as well as the system calls an offsite alarm company who monitors the button’s activation. The alarm company often provides two responses: they will call the library and ask for an agreed-upon code word or phrase to make sure the situation is safe. Not hearing that code, they call the police on behalf of the library and explain that it is a potentially dangerous or armed situation. Or, the alarm company will dial 9-1-1 for the library immediately after getting the panic button notification and ask police to be dispatched.

There are disadvantages to both: calling the library first, instead of 9-1-1, can delay the police response while the alarm dispatcher tries to figure out what is going on. Then again, calling the police before they know what is really happening can send the Big Blue Calvary barreling into the library, looking to prevent an active shooter when that isn’t the real problem. This is especially stressful when it’s a false alarm and the button gets pushed either accidentally or not for a potentially violent act.

The false alarm rate for properly-positioned panic alarms tends to be low. (They are mounted under the counter in a place where they won’t be bumped by a knee or chair). This is important because some alarm companies and many law enforcement agencies will charge a false-alarm fee after a certain number of mistakes. This can get expensive and it can turn into the “Librarian Who Cried Wolf” when there was no wolf at all.

Library staff who are introduced to panic alarms need to know they should be used only when there is a real concern for violence against themselves or another patron, by someone who is threatening, armed, or mentally unstable. Before pressing a panic button, staff needs to use their best de-escalation/conflict resolution skills (something I have been doing for libraries for 25 years), and only use the panic button as if it was a 9-1-1 call they would make from their home. Staff and the library leaders can develop code words to get more help when dealing with angry/frustrated/uncooperative patrons, and then use the panic button for when those attempts fail and the person escalates toward violence.

There is a trend at some libraries where there have been a lot of threatening conduct by patrons to give the floor staff personal panic alarms. These wearable devices either ring a loud alarm that can be heard in the area, notify the leadership team, ring to an alarm company monitoring service, or some combination of these.

At a minimum, installing any panic button system, mounted under the desk or personal alarms for staff, needs a written policy that explains the location, when to push it, and what is the expected response from either the leaders in the back offices, the alarm company, the police, or all three. (Email me at DrSteve@DrSteveAlbrecht.com for a copy of one I give to my libraries.)

Besides the policy, staff needs to be briefed (and de-briefed after they press the button and the solution-makers rush in). This is especially true for new-hires, part-time or weekend desk staff, and anyone else who may need to work the desk and wonder what the little button under the counter does.