What are the responsibilities and job description for the Public Services Assistant - Riverview - 30 Hours position at King County Library System?
JOB
The Public Services Assistant (PSA) supports patrons by providing information about library materials, equipment, programs, and services, helping them succeed through ideas, interaction, and information. This role involves assisting patrons in person, online, and over the phone. Additionally, the PSA handles library material circulation and materials management, regularly helps patrons with computers and printers, and ensures library technology is operational. The PSA also addresses patron behavior issues, de-escalates and resolves disputes, enforces the Patron Code of Conduct, and manages challenging situations with patrons.Successful candidates will build and maintain positive relationships with coworkers and patrons, resolving service, circulation, or technology issues with excellent customer service and strong critical thinking skills. They will have direct customer service experience, champion Intellectual Freedom, and be comfortable and confident working with diverse communities.Required: Applicants must attach a current resume and cover letter which addresses relevant work experience, education, and training as it relates to this position.The schedule below may change based on business needs.Schedule: Monday: 9:15-5:15pm at IssaquahThursday: 10:15-6:15pm at Mercer IslandFriday: 10:15-6:15pm at IssaquahSaturday: 10:15-6:15pm at IssaquahAbout King County Library System (KCLS): KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, we create opportunities through meaningful connections by acting as the knowledge sharing center for over 1.5 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs.Approximately 1,000 engaged and passionate staff provide service in 50 community library locations and patron engagement using direct outreach, programs, and virtual assistance. Our service area includes cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle.From a 2021-2022 comprehensive Diversity, Equity, and Inclusion (DEI) Assessment Demographics and Language Report, of the more than 1.5 million residents who live within the KCLS service area, almost half identify as Black, Indigenous, or People of Color (BIPOC). Moreover, roughly one-third of the KCLS community speaks a language other than English as their first language.The King County Library System values the diverse perspectives, lived experiences, and cultures of all qualified individuals. We seek applicants that reflect the diversity of the communities we serve and encourage individuals of all backgrounds to apply, including BIPOC (Black, Indigenous, and other people of color), immigrants, refugees, women, LGBTQIA , individuals with disabilities, veterans, etc.KCLS welcomes reasonable accommodations for persons with disabilities as an opportunity to assist qualified individuals to participate in the job application or interview process and/or perform the essential functions of the position upon hire. Need an accommodation to apply or interview? Call (425) 369-3224 or email employment@kcls.org. KCLS ensures equal opportunities and consideration for all job applicants, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. KCLS does not tolerate discrimination or harassment during any stage of employment, including in recruiting, hiring, promotion, termination, leave of absence, compensation, or training.
EXAMPLE OF DUTIES
Essential Duties/Major Responsibilities: Any of the following duties may be performed. These examples are not necessarily performed by all incumbents, however, and do not include all specific tasks an incumbent may be expected to perform.Provides information assistance and readers’ advisory assistance as expected, in person, online or over the phone, including use of library resources, equipment and technology. Assists patrons in the use of library collections through reference interviews, literature and electronic searches and instruction in the use of catalogs, paper and electronic resources. Refers questions to a librarian, as necessary.Educates, trains and assists patrons in the use of library technology, equipment and resources. Reports needs for repair and non-routine maintenance to ITS, as appropriate. If assigned the duty, troubleshoots problems escalated from the basic level of AMH support and contacts vendors, as necessary.Assists patrons with check-in and check-out and with locating materials at a branch and within KCLS. Resolves problems with patron’s account and record. Assists patrons and staff with scheduling and using facility including meeting rooms.Promotes, educates and supports the principles of intellectual freedom with staff and patrons. Resolves related concerns or redirects to appropriate source.Resolves staff and patron incidents, problems, concerns and conflicts ensuring that Rules of Conduct are followed or redirects to appropriate source.Performs full range of circulation duties as outlined in Circulation Manual.Provides assistance with and delivers library programs, as assigned.Completes reports as required.Promotes and displays materials, services and programs.Provides mentoring and training for staff in areas of expertise.Work a varied schedule, including evenings and weekends.Secondary Duties: Participates in activities such as committee work, training, staff meetings, etc.Performs daily cash handling and register functions.Performs lower classification duties, as needed.Performs other related duties as assigned.Core Competencies: Customer FocusPrimarily focused on customer needs, able to deliver high quality, value added services. Constantly strives to find new ways to increase customer satisfaction and understanding, foster equitable services, and forge meaningful connections.Valuing DiversityManages relationships with all kinds and classes of people inclusively and equitably; respects, values, and encourages the unique dimension each employee adds to the organization and each member of the community brings to the whole. Seeks opportunities to learn from differences.Ethics, Values, and JudgmentExercises best judgment, trustworthiness, and professional standards of conduct; consistently demonstrates organizational values, moral principles, and accountability in behavior, character and action. Defends intellectual freedom and patron confidentiality.Professional & Technical KnowledgeDemonstrates proficiency in professional and technical skills/ and or knowledge in position-related areas; purposely keeps up with current developments and trends in areas of expertise, in order to foster personal success and connections for others.ApproachabilityListens more than they talk; allows appropriate time for interactions; purposely builds rapport, sets positive tone and exhibits confidence by body language and speech. Maintains boundaries.Dealing with AmbiguityCan shift gears comfortably; can decide and act without the total picture; can comfortably handle risk and uncertainty, does not exhibit excessive need to control or track, can ‘let go’ and move forward in uncertainty.Teamwork/CollaboratingWorks cooperatively and productively with others to achieve goals and deliverables. Is aware of, utilizes and celebrate their own and team member’s strengths and differences.ComposureCalm and reflective, self-possessed even in the face of provocation, recognizes and manages stress appropriately, even during tough times.
SUPPLEMENTAL INFORMATION
PHYSICAL DEMANDSWhile performing the duties of this job, up to frequently on feet standing and walking, handling, grasping, reaching at waist level, keyboarding and use of mouse; occasional reaching below or above shoulder and bending/squatting. The employee will frequently lift/carry 5 pounds and seldom lift up to 35 pounds and will seldom need to push/pull carts using light force.WORK ENVIRONMENTWork is performed in a library environment with some hectic or demanding situations. The position experiences frequent interruptions and maximum flexibility is required. Varied work hours, including weekends and evenings, which may change periodically, constant standing, extensive close work (eyestrain) and extensive PC monitor work are required. May encounter situations that involve behavioral issues.
The Public Services Assistant (PSA) supports patrons by providing information about library materials, equipment, programs, and services, helping them succeed through ideas, interaction, and information. This role involves assisting patrons in person, online, and over the phone. Additionally, the PSA handles library material circulation and materials management, regularly helps patrons with computers and printers, and ensures library technology is operational. The PSA also addresses patron behavior issues, de-escalates and resolves disputes, enforces the Patron Code of Conduct, and manages challenging situations with patrons.Successful candidates will build and maintain positive relationships with coworkers and patrons, resolving service, circulation, or technology issues with excellent customer service and strong critical thinking skills. They will have direct customer service experience, champion Intellectual Freedom, and be comfortable and confident working with diverse communities.Required: Applicants must attach a current resume and cover letter which addresses relevant work experience, education, and training as it relates to this position.The schedule below may change based on business needs.Schedule: Monday: 9:15-5:15pm at IssaquahThursday: 10:15-6:15pm at Mercer IslandFriday: 10:15-6:15pm at IssaquahSaturday: 10:15-6:15pm at IssaquahAbout King County Library System (KCLS): KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, we create opportunities through meaningful connections by acting as the knowledge sharing center for over 1.5 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs.Approximately 1,000 engaged and passionate staff provide service in 50 community library locations and patron engagement using direct outreach, programs, and virtual assistance. Our service area includes cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle.From a 2021-2022 comprehensive Diversity, Equity, and Inclusion (DEI) Assessment Demographics and Language Report, of the more than 1.5 million residents who live within the KCLS service area, almost half identify as Black, Indigenous, or People of Color (BIPOC). Moreover, roughly one-third of the KCLS community speaks a language other than English as their first language.The King County Library System values the diverse perspectives, lived experiences, and cultures of all qualified individuals. We seek applicants that reflect the diversity of the communities we serve and encourage individuals of all backgrounds to apply, including BIPOC (Black, Indigenous, and other people of color), immigrants, refugees, women, LGBTQIA , individuals with disabilities, veterans, etc.KCLS welcomes reasonable accommodations for persons with disabilities as an opportunity to assist qualified individuals to participate in the job application or interview process and/or perform the essential functions of the position upon hire. Need an accommodation to apply or interview? Call (425) 369-3224 or email employment@kcls.org. KCLS ensures equal opportunities and consideration for all job applicants, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. KCLS does not tolerate discrimination or harassment during any stage of employment, including in recruiting, hiring, promotion, termination, leave of absence, compensation, or training.
EXAMPLE OF DUTIES
Essential Duties/Major Responsibilities: Any of the following duties may be performed. These examples are not necessarily performed by all incumbents, however, and do not include all specific tasks an incumbent may be expected to perform.Provides information assistance and readers’ advisory assistance as expected, in person, online or over the phone, including use of library resources, equipment and technology. Assists patrons in the use of library collections through reference interviews, literature and electronic searches and instruction in the use of catalogs, paper and electronic resources. Refers questions to a librarian, as necessary.Educates, trains and assists patrons in the use of library technology, equipment and resources. Reports needs for repair and non-routine maintenance to ITS, as appropriate. If assigned the duty, troubleshoots problems escalated from the basic level of AMH support and contacts vendors, as necessary.Assists patrons with check-in and check-out and with locating materials at a branch and within KCLS. Resolves problems with patron’s account and record. Assists patrons and staff with scheduling and using facility including meeting rooms.Promotes, educates and supports the principles of intellectual freedom with staff and patrons. Resolves related concerns or redirects to appropriate source.Resolves staff and patron incidents, problems, concerns and conflicts ensuring that Rules of Conduct are followed or redirects to appropriate source.Performs full range of circulation duties as outlined in Circulation Manual.Provides assistance with and delivers library programs, as assigned.Completes reports as required.Promotes and displays materials, services and programs.Provides mentoring and training for staff in areas of expertise.Work a varied schedule, including evenings and weekends.Secondary Duties: Participates in activities such as committee work, training, staff meetings, etc.Performs daily cash handling and register functions.Performs lower classification duties, as needed.Performs other related duties as assigned.Core Competencies: Customer FocusPrimarily focused on customer needs, able to deliver high quality, value added services. Constantly strives to find new ways to increase customer satisfaction and understanding, foster equitable services, and forge meaningful connections.Valuing DiversityManages relationships with all kinds and classes of people inclusively and equitably; respects, values, and encourages the unique dimension each employee adds to the organization and each member of the community brings to the whole. Seeks opportunities to learn from differences.Ethics, Values, and JudgmentExercises best judgment, trustworthiness, and professional standards of conduct; consistently demonstrates organizational values, moral principles, and accountability in behavior, character and action. Defends intellectual freedom and patron confidentiality.Professional & Technical KnowledgeDemonstrates proficiency in professional and technical skills/ and or knowledge in position-related areas; purposely keeps up with current developments and trends in areas of expertise, in order to foster personal success and connections for others.ApproachabilityListens more than they talk; allows appropriate time for interactions; purposely builds rapport, sets positive tone and exhibits confidence by body language and speech. Maintains boundaries.Dealing with AmbiguityCan shift gears comfortably; can decide and act without the total picture; can comfortably handle risk and uncertainty, does not exhibit excessive need to control or track, can ‘let go’ and move forward in uncertainty.Teamwork/CollaboratingWorks cooperatively and productively with others to achieve goals and deliverables. Is aware of, utilizes and celebrate their own and team member’s strengths and differences.ComposureCalm and reflective, self-possessed even in the face of provocation, recognizes and manages stress appropriately, even during tough times.
SUPPLEMENTAL INFORMATION
PHYSICAL DEMANDSWhile performing the duties of this job, up to frequently on feet standing and walking, handling, grasping, reaching at waist level, keyboarding and use of mouse; occasional reaching below or above shoulder and bending/squatting. The employee will frequently lift/carry 5 pounds and seldom lift up to 35 pounds and will seldom need to push/pull carts using light force.WORK ENVIRONMENTWork is performed in a library environment with some hectic or demanding situations. The position experiences frequent interruptions and maximum flexibility is required. Varied work hours, including weekends and evenings, which may change periodically, constant standing, extensive close work (eyestrain) and extensive PC monitor work are required. May encounter situations that involve behavioral issues.
