Patron Experience Associate - Library To You

Jefferson County CO•Lakewood, CO

1d•Hybrid

About The Position

The Division of Public Services at Jefferson County Public Library (JCPL) aims to be an essential destination for residents to access services, programs, and materials. The Patron Experience Associate provides information to patrons in person, by phone, mail, and electronic means, performing simple to moderately complex research and advising on appropriate materials. This role may be a generalist or specialize in specific market segments. This particular position is within the Library To You segment, which focuses on providing alternative services to patrons facing barriers to accessing physical library locations. These outreach services include, but are not limited to, Bookmobile, lobby service, mail delivery, and self-service options like Lending Machines, Holds Lockers, and the Express Library, with the goal of meeting patrons where they are. Library To You positions require driving library vehicles, and a Colorado driver's license is mandatory within 90 days of hire, subject to a motor vehicle records check. The position is full-time (40 hours per week), eligible for standard benefits, and is based out of the Library Administration building, which is connected to the Lakewood Library.

Requirements

Valid Driver's License
Valid Colorado Driver's License within 90 days of acceptance
Minimum one year Work Experience

Nice To Haves

Customer service experience
Public Library Experience

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.
Participates in the responsibility for the general appearance and safety of the division and Library as a whole.
Assists with collection development and maintenance.
Ensures access to all materials both physical and virtual.
May create content for the web or social media.
Participates in the design and creation of displays, bulletin boards, signs, posters, informational/directional aids and special exhibits.
Keeps current on Library policies and procedures relevant to the location and/or Library as a whole.
Monitors adherence to policies and procedures and/or communicates policies to patrons as necessary.
Stays current on new trends and technologies.
May collect, tabulate, maintain data and prepare standardized reports.
May assist in coordinating the work and schedules of ancillary staff and volunteers.
May assume responsibility for the operation of the Library in absence of the Public Services Manager and/or Person in Charge.
Takes appropriate action for disturbances and other emergencies.
Other duties and responsibilities as assigned.