The Bilingual Branch Services Coordinator will provide frontline customer service and outreach to the neighboring community with a focus on Spanish speaking patrons. The Bilingual Branch Library Coordinator is an enthusiastic, creative, and technologically savvy individual who is passionate about providing values-based library service to a diverse community. The Coordinator thrives on offering frontline customer service, performing dynamic storytimes and facilitating engaging programs while modeling customer service excellence through behaviors that align with the library’s customer service model and city values. The ideal candidate is energized by the variety of work involved in daily branch operations, and enjoys working with a fast-paced, congenial team that has a forward-facing approach to customer service.
Modeling expected behavior includes actively greeting customers, observing, and responding to user needs and assisting in creating an environment of friendly and active engagement with library users. The Coordinator will work with the Branch and Public Services Team to build and maintain an open, positive, encouraging work environment. Serving in this capacity will include contributing to decision-making and working with the Branch Manager to establish/review work priorities. This position will primarily work at the NoBo Corner Library, but staff are expected to cover at other library locations as the need arises.
The starting pay for this position is $23.00 - $28.10 hourly, commensurate with experience
The hours for this full-time position are:
EXAMPLES OF DUTIES AND RESPONSIBILITIES:
Under general supervision:
Applies digital technology skills by answering questions in order to assist patrons with using library technology. Operates and troubleshoots office equipment including, but not limited to, photocopiers, telephones, RFID technology, digital devices, printers and projectors.
Understands, uses and instructs patrons and staff on the use of library materials, including online resources and print collections.
Communicates effectively about issues, programs, and initiatives with customers, staff, and administration.
Performs a weekly Spanish storytime for Spanish speaking populations, along with other Spanish-centered program offerings.
Assists with the implementation and administration of the annual Summer of Discovery Program, including outreach efforts focused on Spanish language community members.
Creates informative and visually pleasing displays and program promotions.
Applies technical skills to all aspects of the job including email, internet, databases, publishing, display, social media and other software. Assists patrons in all manner of technical access.
Maintains a collection that is relevant and visually pleasing in all formats and for all age levels.
Responsible for monitoring activities of library patrons to assure compliance with library rules of conduct and general safety guidelines at a branch located in a diverse community.
Performs person-in-charge responsibilities at the facility as necessary, including resolving customer concerns and incidents, contacting security/emergency personnel as needed, filling out incident and accident reports, communicating with appropriate contacts to address unplanned or emergency facility problems, submitting service request tickets as needed for technical or facility needs.
Performs related duties as required to meet the needs of the library and 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.
Responsible for knowing and complying with all city and department policies
Participates in professional trainings and development
Adheres to attendance and workplace attire policies.
Reports all accidents and damage to city property.
Performs daily and periodic operational tasks/processes including pulling and processing requested materials, assisting with overseeing volunteer tasks, ordering office supplies, processing missing items, collection maintenance tasks, cash handling transactions, etc.
Stays up to date on book publishing in order to provide excellent reader recommendations, particularly Spanish language materials.
Plans, schedules, promotes, and executes high-quality storytimes with an emphasis on the five early literacy practices, and assists with the planning, promotion and production of other branch programming.
Provides friendly, proactive, thorough service to all library patrons through mobile service and on public service desks. Assists with reference, research, reader recommendations, creating library accounts, promoting services, troubleshooting library account problems and discrepancies, and communicating discrepancies to the Branch Manager for process improvement.
The above responsibilities and descriptions are illustrative only. They are not meant to be all inclusive.
CITY VISION AND VALUES:
The City of Boulder is committed to service excellence for an inspired future and the following values:
Customer service - We are dedicated to exceeding the expectations of our community and our co-workers by demonstrating consistent and professional service with a solution-oriented approach
Respect - We champion diversity and welcome individual perspectives, backgrounds and opinions. We are open-minded and treat all individuals with respect and dignity.
Collaboration - We are committed to organizational success and celebrate our shared dedication to public service. We believe community collaboration and the sum of our individual contributions leads to great results.
Innovation - We promote a forward-thinking environment that supports creativity, calculated risks and continuous improvement. We embrace change and learn from others in order to deliver leading edge service.
Integrity - We are stewards of the public’s trust and are committed to service that is transparent and consistent with city regulations and policies. We are honorable, follow through on our commitments and accept responsibility.
The City of Boulder is a smoke and tobacco-free workplace.
The City of Boulder requires all employees to be vaccinated for COVID-19.
(1) TITLE OF IMMEDIATE SUPERVISOR: Branch Services Manager
(2) TITLE (S) OF POSITIONS OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: N/A
REQUIRED MINIMUM QUALIFICATIONS:
Written and spoken Spanish language fluency and comprehension to perform Spanish storytimes and perform outreach to Boulder’s Spanish speaking communities. Bachelor's degree and at least two years previous library experience. An equivalent combination of education and/or experience in a customer service, educational or childcare environment will be given equal consideration. Prior work experience must demonstrate an ability to work independently and show some increase in responsibility. Demonstrated ability to work in a highly energetic and dynamic setting. Interest, desire, and ability to learn new resources quickly. Interest, desire, and ability to communicate courteously and effectively with and provide services to others, including the public, both in person, by telephone and electronically. Excellent interpersonal and leadership skills, and ability and desire to work collaboratively. Willingness to take direction and learn a variety of tasks. Good organizational skills. Well-developed keyboard skills. Familiarity with personal computers and appropriate software. 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. Ability to lift 40 pounds. Have and maintain acceptable background information, including criminal conviction history.
DESIRED QUALIFICATIONS – In addition to the required minimum qualifications:
In addition to the required minimum qualifications:
Extensive customer service experience. Knowledge of adult, child and family educational and performance art offerings in the Boulder area. Experience with youth and family program planning and performance. Experience with planning and promoting varied programs, preferably in a library setting. Knowledge of automated library circulation systems. Experience with Sierra/Innovative Interfaces, Inc. automated library system. Experience with Prospector or similar Inn-Reach borrowing system.
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 and push 40 pounds; occasional repetitive work, lifting, carrying, reaching, pushing 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 and electronic documents and materials. Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone, via email, 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 clean, comfortable environment that can be occasionally noisy. Works in a setting subject to continuous interruptions and background noises.
Machines and equipment used include but are not limited to the following: Frequently uses standard office equipment and other library-specific equipment including personal computers, tablets, cell phones, calculators, label makers, VCR/DVD player, video projector, telephone, copy machines, barcode and computer printers, eBook readers, digital cameras, automated materials handlers, self-check machines, 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.
The City of Boulder provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
Benefits & Additional Compensation Info
At the City of Boulder, we provide competitive salaries and valuable benefits to our employees. Eligibility for benefits is determined by the employee’s position.
- Retirement: One of the region’s best defined-benefit plans through Colorado PERA, more information at copera.org. Optional retirement plans include 401(k) and 457 plans
- City of Boulder BPOA and IAFF employees, including Management/Non-Union command staff, are to participate in the Fire & Police Money Purchase Pension Plan & Trust Agreement of the City (“New Hire”)- Defined Contribution Retirement Plan
- Life and Accidental Death & Dismemberment Insurance: Up to 1.5 times annual salary, depending on the employee group
- Medical Insurance: Two medical options available through Cigna Healthcare
- Dental Insurance: Two dental options available through Delta Dental of Colorado
- Vision Insurance: Two vision options available through VSP
- Voluntary Supplemental Benefits:
- Accident, critical illness, and hospital indemnity
- Legal assistance
- Identity theft protection available through LegalShield
- Pet insurance available through PetsBest
- Additional life Insurance for yourself and dependents available through The Standard
- Employee Assistance Program: Confidential resources and secure tools to help employees or guide them through difficult times
- Leave Programs: Vacation leave, paid parental leave, sick leave, emergency leave and more
- Holidays: Nine full-day and two half-day paid holidays
- Well-Being Program: Recreation center passes, wellness education, training classes, wellness challenges, insurance premium discounts, and more!
- Other Benefits: Short-term and long-term disability, flexible spending plan choices, health savings accounts, free transportation passes and more!
- Discounts: Special savings on various purchasing or services such as childcare, fitness facilities, computers, phone plans, home and auto insurance, financial services and more!
- More information can be found here
The City of Boulder is a great place to live, work, grow and play.
With over 300 miles of dedicated bikeways and more than 150 miles of hiking trails, Boulder values active lifestyles and access to nature. Forty-six thousand acres of protected land provide open space for passive recreation, natural environments, and a green belt around the city. With world class restaurants and art and music venues, The City of Boulder values diverse culture.
Respect is one of our five City Values(including Customer Service, Collaboration, Integrity, and Innovation) and we are committed to equity, diversity, and inclusion. We celebrate and support our differences across all spectrums, including but not limited to ethnicity, gender, age, disability, and sexuality. Through our focus on Racial Equity, our employee benefits, and the many programs resources we offer our staff, we continually strive to weave respect for one another into the fabric of our organization.
Add your voice and talents to the City of Boulder and help us grow in service excellence for an inspired future.
Tim McClelland, Patron Services Manager firstname.lastname@example.org