Patron Experience Associate Substitute

Jefferson County•Arvada, CO

10d•Hybrid

About The Position

Jefferson County Public Library is seeking customer-focused, Patron Experience Associate Substitutes to provide frontline customer service to the diverse and growing residents of Jefferson County and beyond. You'll help patrons find the information and resources they need, whether that's discovering their next great read, downloading e-books, accessing library services, or finding job search resources. You will also work closely with your teammates to create a welcoming, inclusive, and high-quality experience for everyone who visits the library. Substitutes support daily service delivery to Library patrons in the absence of location Librarians and Associates. Substitutes are on-call, limited-benefited, temporary staff who may work at any of JCPL's library locations, the Call Center, or the Bookmobile (Library To You) up to a maximum of 25 hours per week around their schedule. Schedules may be arranged in advance or for last minute needs. Shifts may include days, evenings, weekends, or holidays. Substitutes can accept or decline shift coverage around their schedule and their preferred location(s). Working as a Patron Experience Substitute can be a great opportunity to gain Library Experience to allow candidates to move into permanent, full or part-time positions.

Requirements

Must be at least 18 years of age.
No specific degree, certification, or previous library experience required.
Ability to give good customer service and exercise good judgement, maintain appropriate professional boundaries, and respond appropriately to sensitive or challenging situations.

Responsibilities

Provides information, referrals and reader’s advisory assistance to patrons in person, by phone, mail and via electronic means.
Locates materials using manual and electronic databases in JCPL, other Library systems and/or other sources.
Refers patrons to community resources and other appropriate resources for further information as necessary.
Advises patrons about on-line searching.
Uses high-level customer service skills to determine patron needs.
Creates a positive inviting atmosphere for all patrons.
Addresses and resolves complaints from patrons or forwards to appropriate staff as necessary.
Promotes and presents programs, classes, workshops both in the Library and off site.
Advises and instructs Library patrons in using equipment necessary to access Library resources.
May present programming training or classes to the public, both on or off site.
Provides quality programs presented in their area of specialty, including off-site locations.
Conducts Library tours and community outreach.
Participates with others in cross-functional teams to accomplish goals and objectives.
Under supervision, assists in the development and maintenance of instructional tools, databases and reader’s advisory materials.
Routinely provides direct customer service.
Assists with evaluating and maintaining the existing collection through recommendations and weeding of materials.
Suggests program needs.
Must comply with laws governing patron privacy and confidentiality under CRS24-90-119, and the Code of Ethics of the American Library Association, as well as ADA governing public access to space and technology.
Other duties as assigned.