Calgary is a diverse and rapidly growing city. Its Library system faces the many challenges of a large city, including a downtown branch which is used by a growing homeless population. The Library is working to remove barriers for all customers and address the diverse and complex needs of vulnerable and underserved populations. To further this goal, the Library recognized that it needed to move outside its walls and deliver services in collaboration with other community agencies. The Calgary Public Library was first approached by SORCe in March 2013, and was the first organization to commit to full participation in the resource center. The center combines the expertise of agencies serving adults, youth, families, seniors and immigrants in one downtown location, and works to connect Calgarians with the services they need. Its goal of working together to connect people to services supports the principles of Mayor Naheed Nenshi's Calgary Poverty Reduction Initiative. The Library seized the opportunity to be part of this unique service model which allows the Library to engage the community in new and meaningful ways.

SORCe opened on June 18, 2013, two days before the largest natural disaster in Canada’s history. During the extensive flooding in June 2013, many Calgarians were displaced, vacancy rates were at an all-time low and the cost of renting soared. Neighboring communities, Aboriginal reserves and rural residences were among the hardest hit by the flood, and turned to the City and its Library for support. During this time, an increasing number of Library users presented needs falling outside the scope of traditional Library services, including social intervention, community outreach and advocacy work. Being part of SORCe gave the Library a new way to provide services to Calgarians in need. Many people come to SORCe with housing as their primary presenting need, but leave with connections to the Library. Library staff provide onsite service for SORCe clients, including Library membership services, referral services to community resources and registration in Library programs, including career and employment resources, adult learning courses, literacy support, settlement services and children's programs. The address identification requirement can be a barrier to getting a Library card, especially for people staying in shelters. To overcome this, partner agencies at SORCe can verbally provide each other with address confirmation for their clients over the phone. Besides these regular Library duties, Calgary Public Library staff also rotate with the partner agencies to work as intake clerks, greeting people as they come into SORCe and directing them to the person best suited to their presenting need. After an initial commitment to the project until the end of 2013, the Library renewed its support of SORCe by confirming staffing for the center until the end of 2014.

To date, over a thousand Calgarians have accessed SORCe’s far reaching services. Onsite Library staff have connected with more than 200 Calgarians, issued or replaced more than 150 Library cards and made over 500 referrals to Library programs and services. The programs and services most commonly promoted to clients at SORCe include career programs, digital literacy training and computer access. However, the true value of this project is not in the numbers. Computer access that comes with Library membership has meant that some people have started reconnecting with family members, which can have a significant and lasting impact on individuals struggling to get back on track. The ability to reconnect with friends and family has provided these clients with a chance to rebuild support networks and continue the progress towards overcoming daunting barriers. Perhaps one of the more intangible, yet important, benefits of the Library’s role at SORCe is in establishing positive relationships that will encourage individuals to take the next step to improve their lives by accessing Library service. Through SORCe, Library staff reach out to people who might never have otherwise accessed the Library. The average time spent with a customer at SORCe is seventeen minutes, with many connections lasting as long as 45 minutes. These conversations often lead customers to share information about their employment situation, lack of stable housing, mental health issues, limited literacy skills and other challenges. SORCe has extended the Library’s reach into the community and positively impacted the lives of people in need.