Patron Services Support Staff - Fulltime

POSITION OPEN UNTIL FILLED.

JOB INFORMATION

Job Title: Patron Services Support Staff

Department: Library

Bargaining Unit: Non-Bargaining

Reports to Position: Patron Services Manager

Pay Grade: Grade 2

Location: Marion Public Library

Overtime Status: Hourly - Paid Overtime

FLSA Status: Non-Exempt

JOB SUMMARY

This is a full-time, paraprofessional public customer service specialist position that requires knowledge of professional practice and independent judgement in its application, as well as the application of prescribed procedures and methods. The Patron Services Support Staff member assists the library’s diverse patron population at the full range of public service desks throughout the library and on the Bookmobile, and undertakes additional projects related to library services as required. Scheduled hours may vary weekly, including evening and weekend shifts. The Patron Services Support Staff member reports to the Patron Services Manager and works under the supervision of the Patron Services Leads.

ESSENTIAL JOB DUTIES/WORK PERFORMED

The primary responsibility of this position is to serve patrons at the Information (Circulation) desk and other public desks, including the Reference desk, Technology desk, Children’s desk, Teen desk, and at the Drive-Up window, as well as periodic work on the library’s Bookmobile. Desk duties include but are not limited to:

• Identifying and retrieving collection and account information needed by patrons.


• Assisting patrons with access to the library’s physical and digital collections.


• Conducting patron record queries, placing holds, facilitating materials transfer between library networks, and assisting patrons with placing ILL requests.


• Creating new patron accounts.


• Mediating and resolving patron disputes, complaints, and inquiries related to library policies and procedures.


• Facilitating patron access to library technologies and online services, including troubleshooting printers, copiers, computers and online resources.


• Providing Readers’ Advisory.


• Processing, sorting and routing library materials.


• Handling cash register transactions and resolving patron charges.


• Upholding library policies in all areas of the library and on the Bookmobile.

Other responsibilities and tasks will include:

• Responsibility for working with Youth Services staff to support teen patrons, and shifts managing and/or working in the Teen Room and Area, including at peak times.


• Supporting the Patron Services Manager and Leads in training, mentoring, and coaching part-time Patron Services staff.


• Internal and external continuing professional development activities.


• Participating in library staff meetings and training sessions.


• Providing occasional support for MarkerSpace-related activities and programs.


• Providing minor maintenance and cleaning duties as required.


• Off-desk activities as required, including assigned projects to support library services and enhance the patron experience.

The Patron Services Support Staff member will be expected to undergo Bookmobile driving training, and may be rostered to drive the Bookmobile on a contingency basis as well as register as a Notary Public and carry out notarial duties.

REQUIRED KNOWLEDGE AND SKILLS

• Strong customer services skills.


• Ability to respond to a diverse range of patron needs.


• Act with integrity, professionalism and respect.


• Display empathy, patience, flexibility and curiosity.


• Communicate clearly and appropriately with patrons and peers.


• Possess knowledge of professionally curated print and online resources and information retrieval.


• Able to conduct reference interviews to determine patrons’ information and/or other needs.


• Familiar with fiction and non-fiction books, media and resources and popular culture references.


• Able to use and explain standard office software, web browsers and apps.


• Familiar with computers, printers, copiers, and personal mobile devices (e.g. e-readers, tablets, smart phones).


• Able to work under minimum supervision, including reflecting upon own performance and being self-motivated to improve.

ESSENTIAL FUNCTIONS & PHYSICAL ABILITIES

• Ability to sit or stand for long periods of time.


• Ability to bend, stoop, reach, stand, push, pull as required.


• Physical agility, strength and dexterity necessary for handling library materials, including but not limited to retrieving, shelving, lifting, and moving library materials.


• Ability to utilize a keyboard, mouse, and touchpad.


• Ability to lift up to 35 pounds.


• Interpersonal skills and cognitive flexibility to interface with a variety of internal and external customers in diverse, sometimes high-stress, situations.


• Executive functioning skills appropriate for a busy, fast-paced environment.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

QUALIFICATIONS

• Basic computer skills and familiarity with internet information retrieval are required.


• Graduation from an accredited two-year or four-year college or university is preferred. High School Diploma or equivalent required.


• Public library experience is preferred.


• Iowa Driving License, or able to obtain within 30 days of hire.


• Eligible for appointment as a Notary Public in the State of Iowa.


• Obtain Iowa State Library accreditation within 1 year of hire.

WORKING CONDITIONS

• Works in an office environment.


• Overtime may be required of the position depending on demand of workload.


• The Marion Public Library is a busy, customer-focused library with a high amount of use by patrons of all ages. Patrons have high expectations regarding the quality and efficiency of library service.


• Evening and weekend work is required.


• Regularly works with and has access to patron records that are confidential according to the Code of Iowa.

REQUIRED BACKGROUND CHECKS

• Sex Offender Registry


• Criminal Background Checks


• Driving Records Check


• Drug Screening