A review by katef
The Librarian's Guide to Homelessness: An Empathy-Driven Approach to Solving Problems, Preventing Conflict, and Serving Everyone by Ryan J. Dowd

4.0

Practical, insightful and engaging. This has great tips for all types of conflict resolution and de-escalation, but excels in providing an empathy window into the lives of those experiencing homelessness. A great reminder of the individuality of our internal lives, and how important it is for those of us in public service to keep empathy and calm at the forefront. I did bristle at the tactic of blaming policies on 'the man' - maybe because I kind of am the man? But also because I think it's important to be able to explain policies, that the policies themselves are reasonable, and that I as a staff member can stand behind them.