BRATTLEBORO-Each year since 2016, Compassionate Brattleboro (formerly the Brattleboro Interfaith Alliance) has recognized a person or persons who, motivated by the deepest compassion, provide quiet and unassuming service to others that is characterized by sincerity and creativity.
This year's Unsung Heroes Award goes to the staff of Brooks Memorial Library.
In the past, libraries were seen as places where you borrowed books and were told to be quiet.
Today, Brooks Memorial Library offers not only books, but so much more, including museum passes, a seed library, and the Library of Things, which loans everything from garden tools to e-bikes to kitchen equipment. And the tone is much more welcoming.
The circulation desk is often the first place where library patrons interact with library personnel.
Ellen Martyn, former kindergarten teacher in Marlboro, has worked as a circulation clerk for six years.
"It's a social place to be," she said. "Many people use the library as home base, for reading the newspapers, meeting friends, reading a book, or using the free Wi-Fi."
Martyn describes the "regulars who are here when the doors open."
"We know them, and we watch out for each other," she said. "Certain people, if they don't show up at their usual time, we wonder about them and try to make sure they're okay."
Martyn said she has always been a big reader and gets to see the new books as they come in. Patrons will often ask her for recommendations.
"Relationships with patrons are important," Martyn said. "A regular will bring a book to the counter, and I already have their account up on the computer."
As a consequence of being the initial point of engagement for patrons, circulation clerks are frequently the first library employees to address challenges, Martyn said.
"The library is open to everyone," she said, "and that includes people with mental health concerns or hygiene issues. Our job is to greet people and make them feel welcome, but we also have to set boundaries for when behavior doesn't meet expectations. But we have to wait for people to cross that line."
Amanda Whiting, who said she has loved libraries ever since she was little, is now circulation manager, full-time since last October, after working two years as a library clerk.
"My primary job is to manage the four circulation clerks and to cover their absences as necessary," she said. "I also manage the volunteer program and do a newsletter. I organize thematic displays of library resources available for checkout in order to highlight the diversity of our collection. I'm also the liaison to the Friends of the Library group."
The Friends of the Library raise funds through their annual book sale, Whiting explained. These funds are used to pay presenters, to stock the seed library, and to provide the museum passes, all in addition to the regular budget.
Whiting emphasized that the mission of the library is to serve everyone, and she, as do all staff members, fully embraces that responsibility.
"We work so hard every day," she said. "We are a lifeline for people. We have extremely fast internet, and we have two meeting rooms with doors that close, so people can have a video link for confidential therapy or court dates."
The library also offers e-books and audio books. It also has a fax machine. ("Yes, we still do," she said.)
"We have a cordless phone people can use to call out. People may come to the library to use the bathroom to clean up or have access to menstrual products. We're a really safe space in our community," Whiting said.
Pat Sheehan has worked for nine years on the circulation desk. She enjoys being around books and people who love books. She expressed her appreciation for "our amazing director and my wonderful colleagues, to a person, and the patrons - we love 'em. They're stupendous."
Sheehan sees a connection between the local shortage of housing and the evolving demands on library services.
"What [lack of housing] does to people is disgusting and heartbreaking," she said. "Most of us are only one traumatic event away from being in a similar situation. We [the staff] don't have the background or skills of social workers. The only thing we can offer is a safe space. Our patrons are understanding."
Sheehan observed that the staff at Brooks knows many of their patrons live where the internet is not reliable and service is patchy, so they can't stream programs.
Consequently, the library maintains a selection of DVD's - obsolete technology to some, perhaps, but "they do go out," she said.
More options for young readers
Lindsay Bellville, youth services librarian, is responsible for the children's room and the teen room, along with a teen specialist.
At the time of the interview, Bellville had just finished leading Rhyme Time, an activity for preschoolers, with an opening song, a picture-book read-aloud, physical activities, and a closing song.
Jaclyn Wypler, a parent, said Rhyme Time is an important opportunity for her son Laken, 10 months old, to socialize with other children in town, especially with child care programs scarce.
Bellville, who has worked at Brooks in the children's section for almost 20 years, said she has watched child patrons grow up.
"Lately, I've had quite a few parents telling me what college their child is going to," she said. "It's very gratifying."
Over the years, Bellville has noticed how children's requests have changed.
"We used to have lots of kids look for nonfiction for school reports," she said. "With computers, they can look up information. Now they read nonfiction for enjoyment. They have a natural interest in the world around them."
Sometimes a small change can result in powerful reader response.
"Since I pulled out the chapter books and moved them into their own section, they've been flying off the shelves," Bellville said. "We want to make it easier for kids to find what they're looking for, so they can take ownership of their reading."
Chloë Liotta-Jones, teen services librarian, has worked at Brooks Memorial Library for six years.
"I've learned how awesome teens are, and what a magical time it is," Liotta-Jones said. "I have a teen advisory board that meets once a month to pick books for the collection, plan events, and decide the best way to get the information out to their peers."
The group has held teen game nights and movie nights on Fridays after the library has closed.
"We have pizza and snacks, and just chill," Liotta-Jones said. "They're respectful of the space and want to be there with each other. Kids say they feel safe here."
Mikaela Simms, diversity coordinator for the Windham Southeast School District, has consulted on a book club.
"We read The Hate U Give by Angie Thomas, a Vermont Reads selection," Liotta-Jones said. "We have a massive, diverse collection. [Young adult] books are great for all ages."
Information access for all
Jeanne Walsh has served as the information services librarian since 2003. She staffs the help desk.
"The old term was 'reference librarian,'" she said. "My job is to get people the information they need: accessing, storing and retrieving, or collaborating with other libraries through interlibrary loan. I get materials from all over the state for researchers and writers. I also help people with finding reliable sources. I curate a list of reliable sources in different subject areas, which is available on our website."
For Walsh, the Brattleboro community has always been one of library users of all different life circumstances and needs. What has changed is the urgency of the need.
"We're the only remaining fully public institution - there is no admission," she said. "We're serving many more people with complex life situations: people who are unhoused or have complex medical conditions, or substance use disorders."
Walsh said that library staff directs people "to services where they can get help. It's hard emotionally for us on staff. We have to carry on, but we feel secondary frustrations over people's situations. People may need more than we can give."
Starr LaTronica, director of Brooks Memorial Library since 2016, looks to the community for guidance in setting the library's direction.
"We're responsible to the board of trustees, the town manager, and the community," she said. "In our most recent strategic planning process, we held two community forums and developed a survey to determine where people would like the library to go. The community knows best what it wants."
Collaboration with other organizations can help the library reach its goals, LaTronica said, giving as an example the e-bikes and tool shed.
"Those were funded by a grant that Stephen Dotson, the town's sustainability coordinator, found," she said. "No town funds were used."
Early in the Covid pandemic, when the library was closed to in-person use, the staff continued to serve patrons, LaTronica said, by taking requests, bringing books outside for those who requested them, and encouraging the use of online resources.
"So many opportunities for social connection were lost during the pandemic," LaTronica said.
"With the cutting of other community resources, the library is a refuge and a haven," she observed. "The staff has a proactive desire to make the community a better place."
Library staff are also "attentive to trauma-informed service delivery, and, with awareness of stress among staff, the town offers wellness programs and encourages staff self care, but that can be challenging in this bustling atmosphere, with little time to catch one's breath on some days."
While libraries in other states are facing book bans, LaTronica has confidence in the people of Brattleboro.
"This community understands intellectual freedom," she said, "and knows that all views need representation in the library."
"People read widely, deeply, and broadly," LaTronica continued. "They know it's important to nurture kids' minds and keep their own minds active and strong. We read the book reviews. We get the best selection of books the community wants and needs for the best price."
The 'back of the house'
Behind the scenes, or what LaTronica calls "the back of the house," are the two staff members whose work makes "the front of the house" possible.
In the Technical Services room, marked "Staff Only" and "Please knock before entering," Marybeth Fleming, technical services/periodicals clerk, has for 23 years performed the following services:
1) Book mending, for both adults' and children's books.
2) Acquisitions - fulfilling requests and ordering books once a month.
3) Processing - every book gets stamped, a cover, and a book pocket, along with a bar code and a sticker, e.g., "Large Print" or "Children's Room."
"I love books and dealing with books, especially old books," Fleming said. "It's something different every day. We can't always get what people want, but we really try. For example, some people depend on us for DVD's, which are no longer available. That's why we hold on to the old technology."
Fleming likes being anonymous but wants people to know someone is listening to their requests.
Her co-worker, Kodrin Guerrero, technical services/cataloging, has extensive experience as a data analyst. He catalogues all materials, assigning a unique number to affix to each item and to be entered into the electronic catalogue so that patrons can find what they're seeking.
"The library is for everyone," he said. "I'm passionate about making sure we're serving underrepresented communities. I want everything to be easily accessible and user-friendly. I want to expand our collection's diversity and bring more awareness to groups that are marginalized."
Access to all kinds of technology has also become a significant part of the library's offerings. Matthew Wojcik, electrical services specialist, helps the public with technology.
"There are two main ways I help," he said. "Someone might have a quick, drop-in question that takes 15 minutes. Or they can make an appointment, up to an hour, for serious tech challenges, which may take weeks on end, an hour at a time. I don't design websites, but I might help an independent business person set one up.
"I'm a tech generalist," he continued. "Everybody's device is different. I'm not an expert in all of it, but I try to find the answer a person needs.
"So much of our lives is online now. I help people with applications and government documents, with email addresses, with a social media presence," he said.
"We accept people as they are," Wojcik said. "If they treat the space and our materials respectfully, they are enthusiastically welcomed."
All the staff members, augmented by volunteers, make the library the point of connection for so many people, LaTronica said.
"Every single thing that happens in this library has people behind it," she said. "This staff is a single organism made up of unique parts. Everyone has their own unique role, but they all work together. The staff make a positive difference every day."
The ceremony for Brattleboro's Unsung Heroes award, which usually takes place in June, has been postponed until September. A date, time, and place will be announced. In addition to the staff members interviewed in this article, the Brooks Memorial Library staff includes Molly Damico, Maya Faerstein-Weiss, Julia Kane, John Kilduff, Anna Monders, Francisco Mugnani, Max Newirth, Jen Robb, and Alexis Sweeney.
This News item was submitted to The Commons.