Public Service Assistant

JOB SUMMARY

Ottawa Public Library (OPL) provides accessible, innovative library and information services throughout the City of Ottawa, that meet the unique needs of diverse communities, delivered through a range of vehicles and reflecting a citizen-centred approach. The Public Service units are responsible for customer-centric public library activities, programs and services for the Library's 33 branches, mobile and digital services, to meet the needs of branches in their catchment area.

You are responsible for: providing information, reference and readers advisory services in the Library and/or the community and/or mini-libraries, nursing homes and other locations; providing circulation and page services in the Library and/or the community and/or mini-libraries, nursing homes and other locations; performing routine collection maintenance duties; and promoting Library services.

You may be the senior person in charge or exercise responsibility for the day-to-day operation of the library branch.

Work is performed within the context of the policies and framework of the Library corporate culture as embodied in the Mission Statement, Core Values, Customer Experience Guidelines and the Canadian Federation of Library Association position statements on Intellectual Freedom and Diversity and Inclusion, with particular emphasis on providing customer service excellence.

EDUCATION AND EXPERIENCE

Completion of 2-year college diploma in Library and Information Technician Program, or related field 

Minimum of 1 year of related experience.

KNOWLEDGE

• Adult/children’s literature in a variety of formats, readers’ advisory services, trends in reading, literacy, ESL collections and library programming.
• Reference resources in print, microform and electronic formats and of current developments in reference services.
• Electronic database and other bibliographic searching techniques.
• Principles of collection development and maintenance.
• Methods and techniques for sorting and shelving library materials according to alphabetical, Dewey Decimal or other prescribed sequence and procedures.
• Library circulation procedures and practices.
• Knowledge of multiple technology platforms (e.g. tablets, phones, e-readers, Android, Apple, Blackberry) as it relates to library offerings
• Methods and techniques of responding to inquiries and resolving patron complaints.
• Desktop applications, intranet and internet and keyboarding procedures, to the extent where it may be required to demonstrate such usage to colleagues or library patrons.
• General knowledge of library policies and procedures.
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.

COMPETENCIES, SKILLS AND ABILITIES

• Use tact, discretion and confidentiality.
• Excellent verbal communication skills.
• Exercise effective judgement and independent decision-making capabilities.
• To carry out a range of circulation/page activities, including registration, collecting fees, and to respond effectively to a range of library service inquiries and resolve complaints.
• To perform routine clerical tasks.
• Minimum keyboard skills of 25 wpm.
• Data entry, retrieval and keyboarding skills including use of standard office equipment and operation of an IBM compatible computer in Microsoft windows.
• Ability to think quickly.
• Ability to learn on the job and apply learning to new technologies as required.
• Ability to create and design thematic displays.
• Ability to handle and account for cash and to prepare bank deposits.
• Perform multiple tasks concurrently.
• Customer service orientation, including the use of tact, discretion and confidentiality
• Ease of comfort with technology.
• Attention to detail.
• Strong interpersonal skills, ability to deal with the public and handle problems as they arise.
• Flexibility, ability to adjust priorities.
• Ability to work effectively as a team member.
• Strongly committed to quality customer service.
• To perform routine manual tasks and maneuver book carts and lift boxes up to 40 pounds.