Ana Brown, online BSW student, began working at Steger-South Chicago Heights Public Library as a social work intern, but soon found herself transitioning to a new role the library created for her: the Social Services Coordinator. Her main focus as the Social Services Coordinator is to support patrons with mental health needs, as well as connecting them to essential services such as SNAP, Medicaid, Medicare, LIHEAP, CEDA, emergency food programs, housing resources, and free legal assistance. Ana also assists individuals navigating employment support and other community-based programs.

“I act as a bridge between the library and the community,” Ana describes. “I help create a safe, inclusive environment where people can come not only for books or internet access, but also for social support, advocacy, and connection.”

The School of Social Work had the opportunity to interview Ana about her journey, and the impact that working in a less traditional setting such as the library has impacted her understanding and approach to social work.

Your transition from intern to Social Services Coordinator is an inspiring journey. What prompted this transition, and what has surprised you most about stepping into this new role?

I began as a social work intern at the library, and the transition to Social Services Coordinator has been a meaningful and rewarding one. It was exciting to be offered the opportunity to stay and grow with the team, especially in a role where I can directly support the community through resources and social services. What surprised me most has been how much I’ve learned in such a short time, especially how the library can serve as a bridge between patrons and the essential services they need. As someone who’s passionate about connecting people with resources, stepping into this role has been both challenging and incredibly fulfilling. The support I’ve received from my coworkers and supervisor has made this transition smoother than I ever expected.

You describe yourself as a bridge between the library and the community. Can you share an example of a time when that bridge made a real difference in someone’s life, or in how the library serves the public?

One of the most memorable moments for me was when a patron came in seeking assistance with accessing mental health support. They didn’t know where to begin, so I was able to guide them through the process of finding a counselor, as well as provide information about free local resources. In that moment, I realized just how powerful the library can be as a safe space for people to receive support and direction. It’s moments like these that make me proud to be part of the team and deepen my commitment to providing meaningful assistance.

Balancing your studies while supporting patrons with complex needs sounds both challenging and rewarding. How do you stay grounded and continue learning while managing those day-to-day responsibilities?

Balancing my studies, work, and being a single mom is definitely a challenge, but it’s one I embrace every day. There’s often not a lot of time between responsibilities, but I’ve found that staying grounded requires staying focused on the bigger picture. I always remind myself why I’m doing this, which helps me stay motivated. My favorite moments of relaxation are when I get to laugh and watch shows with my son and my mom, even if it’s just for a little while. It’s those small moments that recharge me and keep me going. On top of all the work, I also try to squeeze in time for reading or cooking new recipes when I can, as it allows me to unwind and continue learning in a different way. Ultimately, it’s all worth it because I know I’m building something meaningful both for myself and the people I’m here to serve.

You mentioned your interest in shifting toward program development after graduation. What kind of programs or partnerships do you dream of creating, and what impact would you hope they have?

After graduation, I’m excited to continue supporting individuals through a variety of services, and while program development will be a key part of my work, I’m also passionate about direct service and community outreach. One area I’m particularly focused on is creating programs tailored to senior citizens and other underserved populations. This could involve forming partnerships to provide resources like transportation, healthcare, and mental health services. I’m also eager to develop workshops or one-on-one sessions focused on stress reduction, navigating public services, and connecting with mental health support. At the same time, I want to continue building opportunities for outreach, such as organizing community resource tables or events within the library, which can serve as a central hub for people to access essential services. My goal is to ensure the library remains a welcoming and inclusive space for all, while continuing to build strong relationships with our community and meeting their diverse needs.

How has working in a public library, versus a more traditional social work setting, shaped your understanding of access, equity, and what it means to truly meet people where they are?

Working in the library has really deepened my understanding of how essential it is to meet people where they are. In a traditional social work setting, you might be working in more formalized, clinical spaces, but in a library, the environment is much more informal and welcoming. This makes it easier for individuals from all walks of life to come in and access resources without feeling judged or excluded. The focus is on meeting people where they’re at in their own unique circumstances, and that’s something I’m committed to carrying forward in my work. Access to information, resources, and support is a right for everyone, regardless of their background or situation, and the library plays such a vital role in providing that.