Wow, this was great. I might need to buy it at some point (or, sooner than I want to because I’ve been reading it on my lunch breaks at work and got something on it, dang it) because it’s a wonderful resource with lots of tips of how to better understand and treat homeless patrons with empathy. The author has worked at a homeless shelter for over 20 years, and I really value the insights he shared. Throughout the book, he promotes water tools (empathy-driven rule enforcement) over fire tools (punishment-driven rule enforcement) to address problems with homeless patrons. And his approach can easily be applied more widely. The book is packed with specific examples, and Dowd has a warm, down-to-earth tone. Any librarian would be enriched by this book. ( )

Practical information and immediately usable advice, fully informed by the author's experience running a Chicago homeless shelter. There are many post-its marking passages in my copy. I will be referring to this often! ( )