PT Patron Services Staff

Patron Services Support Staff

This is a part-time, paraprofessional public customer service position that requires knowledge of professional practice and independent judgement in its application, as well as the application of prescribed procedures and methods. This position will require regular performance of routine, general library tasks. This position assists the library's diverse patron population at the full range of public service desks throughout the library. Scheduled hours may vary weekly up to a maximum of 30 hours per week, including weekend and evening shifts. This position will report to the Patron Services Manager and works under the supervision of the Patron Services Leads.

The primary responsibility of this position is to serve patrons at the Information (Circulation) and other public desks, including the Reference Desk, Technology Desk, the Children's Desk, Teen Desk, and the Drive-Up Window. There may be opportunities for occasional shifts on the library's Bookmobile.

Desk duties include but are not limited to the following activities:

• Identifying and retrieving collection and account information needed by patrons.
• Assisting patrons with access to the library's physical and digital collections.
• Conducting patrons record queries, placing holds, facilitating materials transfer between network libraries, 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.
• Provide 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.

Other responsibilities and tasks include:

• Providing top customer services and assistance to patrons of all ages in the use of all library services.
• Working effectively and collaboratively as part of a busy team of part-time staff.
• Internal and external continuing professional development activities.
• Participating in library staff meetings and training sessions.
• Contributing to the general upkeep of the library and minor cleaning duties as required.
• Off-desk activities as assigned, including assigned projects and task to support library services and enhance the patron experience.

Required Knowledge and Skills:

• Strong customer service 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, digital, and online resources and information retrieval.
• Ability to conduct reference interviews to determine patron's information and/or other needs.
• Familiarity 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 and copiers, and personal mobile devices (e.g. e-readers, tablets, smart phones, etc.).
• Able to work with minimal supervision, including reflecting on own performance and being self-motivated to improve.

Essential Functions & Physical Abilities:

• Ability to sit or stand for long periods of time as well as 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 lift up to 35 pounds.
• Ability to use a keyboard, mouse and touchpad.
• 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.

Qualifications:

• High school diploma or equivalent required, associate or bachelor's degree from an accredited college preferred.
• Basic computer skills and familiarity with internet information retrieval are required.
• Public library experience is preferred.
• Possess Iowa State Library Accreditation or able to obtain within one (1) year of hire date.
• Valid Iowa Driver's License, or the ability to obtain within 30 days of hire.

Working Conditions:

• Works in an office environment.
• Hours may flex upon demand of the workload. Evening and weekend work is required.
• Sitting and standing may vary based on diverse patron population and 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 services.
• Regularly works with and has access to patron records that are confidential according to the Code of Iowa.

Required Background Checks:

• Sex Offender Registry Check
• Criminal Background Checks
• Driving Record Check