August

16, 2016

Councilmember David Grosso
Council of the District of Columbia
Chairperson, Committee on Education
1350 Pennsylvania Ave, NW
Washington, D.C. 20004

Dear Councilmember Grosso:

Thank you for your continued support of the DC Public Library. We appreciate your follow-
up on the discussion of the Shaw Library incident at the Librarys oversight hearing. As you
know, I was as appalled as you that the incident occurred. It is uncharacteristic of the DC
Public Library. A core value of the DC Public Library, and public libraries across the
country, is to be a welcoming and safe place for all regardless of ethnicity, race, culture,
gender, sexual orientation, religion and income. We continue to take steps to ensure that
our staff receive the training necessary to ensure that all feel welcome in our buildings. As
you mentioned, we are working with a few organizations to host a program on anti-Muslim
discrimination sometime this fall. We will keep you posted as plans develop. We would also
love to serve as host of the listening sessions you are planning. Please let us know how we
can be of assistance. Outlined below are answers to the questions posed in your letter to
me dated August 4, 2016. I am happy to discuss any of our responses in more detail.


1. What is the complaint process for library patrons who experience problems, and
how do patrons learn about the process?

The library has a number of ways library users are made aware of feedback
channels including social media, the librarys website and printed materials. Users
are regularly encouraged to engage with the library on these online platforms. And
when we receive feedback, we make every effort to respond and/or address issues
within 24-48 hours.

Online through the librarys Facebook and Twitter pages, we regularly address
customer service comments. Additionally, the Library fields complaints through its
website at dclibrary.org/contact which is also accessible on the homepage using the
Contact Us tab. For those who choose to provide general feedback, they can
complete the librarys survey accessed on the front page of the website as well as at
dclibrary.org/survey.


DC Public Library | 901 G Street, NW | Washington, DC 20001 | dclibrary.org | 202.727.0321

Library branches Library staff in the branches are trained to address complaints
or concerns at their locations as well. The librarys administrative staff also provide
support to branch staff in addressing issues.

Office of Human Rights The Office of Human Rights manages a complaint process
for residents who may experience human and/or civil rights violations. The Library
participates in that process and works with the Office of Human Rights to address
any complaints from residents about the Library.

Third party mediums Lastly, library staff regularly monitor third party online
portals such as listservs and addresses issues when they arise.
2. Are there steps you are taking to improve the complaint process and public
awareness about it?

We constantly assess the effectiveness of our complaint and feedback processes and
make adjustments accordingly to improve them. The Library recently launched a
permanent, ongoing survey to gather feedback from patrons on their experience.
Library users provide feedback on library services as well as their interactions with
staff. The survey is available on the librarys website and print-on-demand at the
branches for those who choose not to complete the survey online. The purpose of
the survey is to better understand the user experience and, equally important,
patron expectations. We continue to explore ways to make it easy for residents to
provide feedback to the Library. In addition to including information on the website
and social media, we have printed materials in the branches regarding the survey.
We constantly review how we continue to raise awareness about ways residents can
provide feedback.
3. What training do staff receive regarding cultural competency, D.C.s Human Rights
Act, and library non-discrimination policies?

The Library works closely with the Office of Human Rights to ensure that we comply
with the Language Access and Human Rights act. Every two years staff are trained
on the Language Access Act and language line and new staff receive training upon
hiring. Additionally, we regularly host cultural competency trainings with all staff.
The most recent training was last years diversity training and prior to that we held
a LGBTQ training for staff. Outside of training, when issues arise or incidents
happen, staff are reminded of the librarys and/or the Districts position on the
issues. For example, when the law was passed in North Carolina preventing
transgender individuals from using bathrooms in line with their identity, we quickly
reminded staff of the District law.

DC Public Library | 901 G Street, NW | Washington, DC 20001 | dclibrary.org | 202.727.0321

4. Are there steps you are taking in light of the April incident to improve staff training?

Immediately after the incident occurred at the Shaw Library, we wanted to ensure
that all of our public safety officers had a refresher on the Librarys and the citys
guidelines and laws regarding wearing head coverings in public buildings including
library facilities. As such, we held a training for public safety officers to review the
Library Behavior Guidelines and the D.C. Code and on diversity and sensitivity
including religious and ethnic diversity. Language Access Act and Language Line
training is planned for staff next fiscal year and we continue to explore other
training opportunities.

Please let me know if you have any questions or need additional information. Thank you
again for your support and I look forward to our continued dialogue.

Sincerely,





Richard Reyes-Gavilan
Executive Director

DC Public Library | 901 G Street, NW | Washington, DC 20001 | dclibrary.org | 202.727.0321