The NoBo Corner Library is a truly unique part of the north Boulder neighborhood! We are located in the WestView apartment building and across the street from the local coffee shop. Our library is only 570 sq. feet. However, we still manage to offer four weekly programs: two All Ages storytimes, one Lap Babies program, and one Spanish storytime! We hear consistent and positive feedback about how much our community appreciates our services and resources. Our library specialists have the opportunity to do a little of everything in our small which, in addition to dynamic family programs, offers new & popular books and movies and access to patron computers. Additionally, the city of Boulder & the Boulder Public Library will be building a brand new full-service branch library in the next few years so it is an exciting time to come on board!
Overall Job Objective
Under general supervision, to provide library patrons with a high level of customer service and assistance in fulfilling circulation and/or information needs; and to work with electronic access to the Internet, library catalog and online databases using established procedures; and to perform related duties as required. The Corner Library Specialist is charged with modeling quality customer service behaviors which align with the library customer service model and city values. The specialist will provide leadership and foster an environment which focuses on values-based service and actively pursues improvement in customer service delivery. Modeling expected behavior includes actively greeting customers, observing and responding to their needs and assisting in creating an environment of friendly and active engagement with library users. Customer service is provided through performance of both library and security responsibilities.
Specialists will assist in coordinating tasks and activities and identifying work priorities for staff and volunteers scheduled at the corner library and will seek to align day-to-day work priorities with fluctuating workflow needs. The specialist attends to patrons' circulation business needs by managing escalated account issues and answering questions regarding policies and procedures. The specialist also assists the manager with scheduling by completing/updating weekly schedules, training staff and substitutes, , and identifies and tracks training needs for staff.
Duties & Responsibilities
1. Creates a pleasant, customer-friendly atmosphere for patrons at the library through:• Positive interaction with patrons, maintaining fair and equitable application of circulation policies• Responding to and resolving customer issues that may include disputed fines; overdue, lost, or damaged items; problems with loan requests, and/or library policy interpretation• Keeping informed of patron needs and requests regarding library collections and services• Maintains a general awareness of and responsiveness to facility and program needs at all times.
2. At the public desk, interacts with patrons to assist with information needs. • Provides training and/or personal service and catalog assistance in recommending and locating specific materials and/or information as situation demands. • Instructs patrons in library procedures and use of library materials, including library databases as well as downloadable audio and e-Books.• Maintains working knowledge of appropriate areas of responsibility in order to provide maximum customer service. • Interacts with juvenile patrons, especially in the selection and use of library materials and during the Summer Reading program.
3. Responsible for monitoring the activities of patrons and staff to ensure compliance with library rules of conduct and general safety guidelines in a branch dedicated to children, family and schools in a diverse urban neighborhood. This includes:• Enforcing rules and issues suspensions for rule violations. • Contacting and communicating with local law enforcement as appropriate. • Tracking conduct issues and disturbances in the facility; • Completing incident/accident reports or any necessary paperwork.
4. Checks, closes and secures the library at the end of the day.
5. Uses the integrated library system to perform the following tasks:• Processes materials in and out using the library's computer system; • Enters and updates data on patrons and library materials in the computer system. • Processes local and Prospector (union catalog) holds and requests using established procedures for hold shelf pickup.
6. Assists with collection maintenance and displays including: • Shelving, weeding, shelf reading • Creates informative and visually pleasing displays for patrons' use. • Submitting purchase requests, handling claims returned and missing items; • Evaluating patron donations. • Processing periodicals and entering item information into the bibliographic database. • Evaluating damaged media items for repair or deletion and updating the corresponding catalog item records. • Processing large-print collection rotation.7. Assists patrons with their use of the Internet, word processing and printing needs. Monitors patron usage of the Internet to help provide maximum patron access.
8. Plans, schedules, promotes and administers a variety of programs for children, teens and adults, including contacting, interviewing and coordinating necessary volunteers, performers, and employees, the design and production of necessary materials, purchase and organization of supplies, and assisting other staff with graphics and the promotion of activities
9. Performs other person-in-charge responsibilities at the facility which may include the following: • Contacting substitutes to cover essential on-desk hours or to fulfill customer service tasks• Resolving customer concerns, incidents and program issues as they occur, • Processing incident and accident reports as necessary, • Arranging for repair of unplanned, emergency facility problems, • Monitoring facility by periodic building walk-throughs, • Contacting emergency personnel as needed
10. Works cooperatively with staff, volunteers, substitutes, and work-study students, and provides on-the-job training to them as needed.
11. Performs clerical duties including but not limited to: maintenance of electronic files and collecting money and preparing deposits.
12. Interacts and communicates professionally with the public and staff of all age groups, either in person, on the telephone, or via email to conduct library business and exchange routine information.
13. Other:• Performs related duties as required to meet the needs of the city.• Takes proper safety precautions to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies and procedures. Reports all accidents and damage to city property.• Responsible for knowing and complying with all city and department policies; participating in professional trainings and development; and adhering to attendance and workplace attire policies.
Generally, duties and responsibilities are listed from most to least critical or time consuming.
Bachelor's degree and at least two years previous library experience or an equivalent combination of education and/or experience are required.
REQUIRED MINIMUM QUALIFICATIONS:
Bachelor's degree and at least two years previous library experience or an equivalent combination of education and/or experience. Interest, desire, and ability to communicate courteously and effectively with and to provide service to patrons and staff, both in person and by telephone. Excellent interpersonal skills. Willingness to take direction and learn a variety of tasks. Good organizational skills. Familiarity with personal computers and appropriate software. Well-developed keyboard skills. Experience with data entry or electronic systems. Ability to work under minimal supervision. Willingness and flexibility to work a schedule that may include evenings and weekends. Have and maintain acceptable background information, including criminal conviction history and credit history. Ability to thrive working in an environment with constant contact with people from all backgrounds and age groups. Ability to demonstrate positive attitude, excellent interpersonal skills, cultural sensitivity and a sense of humor in working with customers, coworkers and community. Skill with enforcing customer and staff compliance with security rules and regulations. Skill with resolving and documenting conflicts. Ability to creatively solve problems, negotiate and handle stressful situations in a positive manner. Ability to multi-task and prioritize.
DESIRED QUALIFICATIONS – In addition to the required minimum qualifications:
Extensive customer service experience, knowledge of adult, child and family educational and performance art opportunities in the Boulder area. Experience with scheduling staff, coordinating work tasks, preferably in a library setting. Knowledge of library collection development and integrated library systems. Experience with Innovative Interfaces, Inc. integrated library system. Experience with Prospector or similar borrowing system.
Bilingual skills in Spanish and English.
City of Boulder
3065 Center Green Drive, Boulder, Colorado, 80301
WORKING CONDITIONS - Required Physical and Mental Effort, and Environmental Conditions:
Physical and Mental Effort: Partially sedentary and partially standing physical work in an indoor setting, requiring the ability to lift a maximum of 25 - 30 pounds; occasional lifting, carrying, and walking. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials. Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person. Sufficient personal mobility and physical reflexes, which permits the employee to move throughout the work environment and work in an office setting. Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.
Work Environment: Works primarily in an indoor office environment. Works in a setting subject to continuous interruptions and background noises.
Machine and equipment used in work include but are not limited to the following: Frequently uses standard office equipment including personal computers, telephone, copy machines, scanner, barcode and computer printers, self-check stations, RFID readers and tags, eBook readers, digital cameras, and various audio-visual equipment.
ACCOMMODATIONS: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Note: The above description is illustrative only. It is not meant to be all-inclusive.