Library Associate

Job Summary

The Library Associate is key to creating exceptional customer experiences. Welcomes customers to the library and proactively assists customers through various aspects of using the library. Provides assistance to customers at information or circulation desks by answering information and account queries. Performs all circulation functions; assists customers with library accounts, including accepting payment; provides technology assistance; assists in planning, coordination, and delivery of library programs, services, and/or projects; and performs other duties as required by the needs of service. Hours and location of work may vary to best serve the needs of library customers; may work in multiple library facilities.

Job Description

• Supports local branch service delivery by welcoming customers to the library, assessing customer needs, and connecting customers with appropriate resources and staff; answering directional and informational questions; providing information services, including research assistance, readers' advisory, and instruction.

• Plans, delivers, and/or monitors programs, including early literacy classes; markets and promotes programs throughout the library system; and supports outreach to the community, including Readmobile visits.

• Assists customers with library accounts and materials, including processing account applications; verifying account information; checking materials in and out; renewing materials; placing holds and interlibrary loan requests; sorting and shelving materials; accepting payment and making change; and responding to customer concerns and disputes.

• Assists customers through various aspects of using the library, including accessing library materials, public access catalog, internet stations, printers, copiers, self-checkout, etc.; reserving meeting rooms; scheduling curbside appointments; faxing and scanning documents; instructing customers in the use of print electronic resources; and troubleshooting equipment problems..

• Supports local branch operations by opening and closing the library; performing collection maintenance tasks; providing work direction and training to library aides and volunteers; supporting and training new hires and substitutes; and offering assistance to Librarians and Branch Manager.

• Collaborates with county and community entities to deliver and promote additional services, provides outreach, stays informed of county services that support the community, and connects customers to services as needed.

• Navigates change, especially related to new technology, and develops skills with new technology.

• Participates in job-related meetings, events, and training.

• Works the hours and/or shifts assigned and begins and ends work on time.

• Performs other reated duties as required or assigned.

Minimum Qualifications

Requires equivalency of high school and two years of related experience and a strong background in customer service and technology. Previous library experience preferred, but not required. The incumbent shall provide a reliable means of transportation for the performance of work responsibilities.

Supervisory Controls

The employee is under the general supervision of a Branch Manager. Supervisor guides development of employee priorities and periodically checks performance. Supervisor schedules library staff to meet the needs of the library.

Core Competencies and Abilities
Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Working knowledge of library principles, methods, materials, and practices as required through experience.

Knowledge to deliver library services in a way that helps all residents connect with resources, support, and opportunities.

Abilities – Ability to listen and understand the needs of the customer.

Ability to operate computers and equipment related to the position.

Ability to effectively serve the public in a highly customer service oriented setting.

Ability to work with money and make simple computations regarding fines.

Ability to explain library policies and procedures to the general public.

Ability to deal effectively with general public and maintain effective working relationships with others.

Ability to determine when it is appropriate to refer questions, problems, or issues to supervisor.

Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.

Ability to operate computer software and equipment that is related to the position.

Ability to use appropriate discretion in dealing with matters of a confidential nature.

Work Environment and Physical Demands
Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in a library setting. As a public gathering place, the library has a diverse customer base and is multi-task oriented in the services it both offers and has requested of it.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files, materials, and equipment necessary for performing the essential duties of the job