User and Access Services Associate

Wilfrid Laurier University•Waterloo, ON

1d•CA$39 - CA$41•Onsite

About The Position

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone. Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy. This job posting is for a current vacancy. Position Summary Reporting to the Desk Services Manager and the Head of User and Access Services, the incumbent divides time between responsibilities for access services and user services. User services responsibilities consist of providing front-line Library reference and circulation services through daily, direct contact with students, faculty, staff, alumni, and the public. Reference services involve assisting, advising and training library users in the identification, evaluation and use of the many and varied services and resources required to meet their research needs. Circulation services involve charging, renewing, and discharging library materials, collecting fines, and creating or updating patron records. Work assignments may occur at the Waterloo or Kitchener (FSW) campus libraries. Access Services responsibilities consist of lending, resource sharing (Alma AFN requests, inter-library loan), library materials handling and management, digitization requests, and participating in student interviewing, supplemental training and direction setting and delegation of tasks for the Waterloo or Kitchener (FSW) library. The incumbent participates in hiring of students and provides direction in maintaining policies and quality of service. The incumbent coordinates responses to building and security related issues, directs and supervises student employees and works to ensure service quality and consistency and addresses user problems and complaints.

Requirements

University undergraduate degree
Demonstrated experience with university level research and writing
2 years public service job experience, preferably in a college or university library
Strong public service interest and skills
Strong organizational skills
Ability and ongoing commitment to adapt and learn continuously
Excellent analytical and problem-solving skills
Superior communication and listening skills
Ability to be creative and take initiative in finding solutions to patron queries
Ability to interact diplomatically with the public, respect the privacy of library users and maintain confidentiality
Ability to handle pressure, stress and conflict in public service situations calmly, tactfully and with discretion
Ability to multitask and handle multiple tasks in a fast-paced environment
General understanding of reconciling cash flow
Understanding of and sensitivity to the service needs of Library users with diverse backgrounds, including an understanding of issues related to effective service provision for people with disabilities
Ability to set priorities and accomplish tasks effectively
Ability to work both independently and collaboratively as a team member
Ability to delegate appropriately
Demonstrated good judgment
Ability to recognize limits of knowledge, ask questions of and refer issues to senior colleagues
Accuracy and attention to detail
Above average computer skills including good knowledge of standard office software (eg. Office 365) and strong bibliographic and Internet searching skills

Nice To Haves

Experience with library specific software and databases an asset
An additional college degree/diploma or other technical library training considered an asset

Responsibilities

Provides in-person and online user services
Responds to queries at any of the Library’s in-person and online service points
Handles a high volume of requests and multiple simultaneous questions efficiently and effectively
Interviews a broad spectrum of library users (students, staff, faculty, the public) to identify their information and research needs
Analyzes user needs and identifies appropriate resources and strategies (electronic and print, across multiple subject disciplines) to meet those needs
Instructs, assists, and advises Library users in the appropriate use of appropriate information resources, search techniques and research strategies
Advises Library users on interpreting online borrower records, due times and special conditions related to borrower or item records
Explains and helps patrons understand and interpret the services and policies of the Laurier Library and Omni member libraries.
Provides triage service for complicated reference questions and refers the user to the appropriate librarian for further assistance
Registers, updates records and validates borrower cards for all Laurier users, affiliated researchers, alumni, community borrowers, and other non-standard library users (e.g. TUG joint patrons)
Charges, renews, and discharges library materials (including AFN and Reserve requests)
Assists and instructs users on using Library equipment, including printers, photocopiers, public computers, audiovisual playback equipment, accessibility devices, and microfilm readers
Monitors the status of Library equipment, places and follows up on service calls as required
Participates in the interviewing, supplemental training and delegating of tasks for library student assistants for desk services tasks
Coaches and directs student assistants in maintaining policies, procedures and standards and consistency of service
Coordinates evening building security and acts as a resource person for other campus libraries.
Enforces policies for maintaining a safe and welcoming environment in the Library.
Works closely with Special Constable Services to help ensure the safety of patrons, staff and collections and ensures that proper security measures are followed.
Handles first-line building and security related issues and provides initial response to emergencies.
Maintains current knowledge of the services and policies of the Library, the University, and the Omni library consortium
Actively maintains skills and updates knowledge of frequently-changing research resources through self-study and participation in regular training sessions
Mentors, shares knowledge, and communicates regularly with other user services staff
Participates in ongoing training as required
Participates in activities and special projects related to the functioning of the Library’s user services, for example: Attending department meetings and composing minutes, Compiling and providing basic analysis of departmental statistics, Preparing, creating, and updating information handouts, user guides, signs, and web content, Monitoring supplies, Assisting with creation of guidelines and procedures for user services staff
Coordinates loan activities between libraries at Laurier, and other Omni member libraries (Alma AFN), including searching, retrieval, processing and preparation for delivery of books requested for delivery by users
Provides assistance in resource sharing with other libraries, including changing the status of items before an item is shipped and after an item is returned.
Provides assistance (scanning, processing of physical items) for Scan on Demand, Mail on Demand and similar operational tasks
Trouble-shoots and resolves problems related to loan activities and patron requests, including: Identifies and assesses problems with bibliographic records or meta data identified through handling of materials and refers issues as appropriate, Troubleshoots items that cannot be circulated, identifies appropriate course of action: (e.g. incorrect barcode applied to item; incorrect location described for the item), and communicates with users and other Library departments to resolve problems
Coordinates processing of book returns and materials management (e.g. sorting, relabeling, shelf reading)
Participates in the interviewing, supplemental training and delegating of tasks for library student assistants for access services tasks
Coaches and directs student assistants in maintaining policies, procedures and standards of service
Creates borrower records and virtual registrations for special user groups including community borrowers, alumni, affiliate researchers, distance education students, and other non-standard library users
Determines the borrowing privileges for these users