Empathy Driven Approach to Solving Problems, Preventing Conflict, and Serving Everybody

Westchester Library System (WLS) is collaborating with the Homeless Training Institute to bring together public service colleagues to explore an approach to strengthen service delivery based on the experiences of Ryan Dowd, Executive Director of the Hesed House shelter in Illinois and founder of the Institute.

Training Registration: 

Registration can be completed in bulk or individually.

  • For bulk registration OR registration with a non-WLS email, contact Krishna Horrigan at khorrigan@wlsmail.org.
  • For individual registration with a WLS email, follow the link below and begin the training to open the self-registration page.


Staff from the Public Innovation & Engagement group at WLS can assist in designing discussion around the training. For any questions related to the training, please contact khorrigan@wlsmail.org.

Our thanks to Karl Bertrand (Program Design and Development) and Cynthia Knox (Caring for the Hungry and Homeless of Peekskill) for helping us to kick-off the program in July 2019!

Resilience Coalition partners and non-library organizations interested in this training should contact elena@wlsmail.org

Homeless Training Institute

WLS has purchased a year-long license (June 2019-May 2020) to the Institute’s video-based training course on working with the homeless (3 hours total). This license is for use by member library staff. The training approach, empathy-driven problem solving, is relevant to all public service. The training videos provide a foundation on understanding the unique circumstances and challenges of homelessness; an exploration of punishment-based and empathy-based approaches to rules enforcement; and demonstrations of strategies you can employ when working in public service.