Learning curve ‘very minimal’ in pivoting to help seniors with booking vaccination appointments: KPL CEO

Adults 80 years of age and older can now have a friendly voice to guide them in their efforts to get vaccinated, as staff from our local library system have stepped up to support those who have pre-registered for their vaccine in navigating the online appointment booking system.

Since being approved by our Vaccine Task Force lead and Deputy Chief Shirley Hilton, staff members from the Kitchener Public Library, Waterloo Public Library, Region of Waterloo Library and the Idea Exchange in Cambridge have all signed on to play a part in getting our most vulnerable population vaccinated.

Mary Chevreau is the CEO of the Kitchener Public Library and said she had originally reached out to Hilton to offer assistance in the vaccine roll out, as she said she felt that our libraries and KPL, in particular, were “well suited” for assisting individuals within the community. Only days later, Chevreau said she had heard back from Hilton and invited our other regional libraries to take part in the initiative.  

“I don’t want to take all the credit,” said Chevreau. “Every library system in this region jumped at the opportunity once they heard that there’s a role for us.”

According to Chevreau, libraries have now signed a confidentiality agreement and have access to a list of individuals over 80 years of age and older who have pre-registered for vaccination and have indicated that their preferred method of contact is over the telephone. Chevreau said the KPL has eight staff members that are dedicated to the service, working alongside colleagues in the library system to contact the now over 3,000 individuals that have pre-registered.

In a release sent to 570 NEWS, Deputy CEO of the Waterloo Public Library Gloria Van Eek-Meijers said 13 staff members from the library will also be spending part of their day calling seniors and booking their vaccination appointments using the region’s booking software. Van Eek-Meijers added that staff will be able to identify seniors that require some extra help like translation services and be able to refer them to region staff for follow-up. Van Eek-Meijers called the arrangement a “win-win situation”, as she wrote that library staff already have a strong reputation in the community, with the skills and patience required for this endeavour.

“We are well-positioned to bridge the communication and technology gap that is so often present in our senior population,” said Van Eek-Meijers. “Our staff receive training in how to engage with seniors and are agile at adapting to new service models – especially during the COVID-19 pandemic. And this is a new service model.”

Echoing those sentiments, Chevreau said public library staff are agile and have had to pivot many times through the various reopening stages of the COVID-19 and related lock downs. In addition, Chevreau said the KPL’s “entire mandate” is to provide service and access to the community, running programs virtually and by other means to connect with seniors for some time.

“In terms of on-boarding staff to using software that was designed by the region for this project, the learning curve is very minimal because we use databases, we use technology in our day to day lives. We know how to do this; how to quickly learn new applications. This is just one more application for staff.”

When asked whether library staff could continue this effort through to further phases of vaccination, Chevreau said it’s too early to tell, though she does feel there’s a role for public libraries moving forward in some capacity. Chevreau also reiterated that this service is specifically for those 80 years of age and older who have pre-registered for their vaccine – as she urged people not to call the library to try and jump the queue. Those who have pre-registered and indicated the telephone as their preferred method of contact will be contacted by library staff and are not required to call in to the library system.

“Staff that are involved in this program have really jumped at the opportunity because I think they see that this is historic.” Said Chevreau. “We hope they’ll never have to do this again… but these are historic times and to be able to play a part in history, I think is important – and Kitchener Public Library is very happy to do that.”

Adults 80 years of age and older can book their immunization either by visiting the region's COVID-19 pre-registration website, or by calling the Region of Waterloo Public Health’s Service First Call Centre at 519-575-4400. Individuals with questions about vaccination or seeking more information are also encouraged to call 519-575-4400 rather than reaching out to their local library. The Region of Waterloo has also emphasized that everyone who’s been vaccinated should continue to follow public health guidelines to protect themselves and others from COVID-19 – including wearing a mask and practicing social distancing.

We are proud to support Waterloo Region Public Health, the vaccine rollout team and our community in this way ❤️ https://t.co/7D0qK5j08e

— Kitchener Public Library (@KitchLibrary) March 6, 2021