Public Services Assistant IICITY DIVERSITY STATEMENT: The residents of Janesville choose this community, not just as a place to live, but as a place to realize life's opportunities. We strive to sustain a community culture where differences are recognized, understood, and appreciated. As such, the City of Janesville recognizes the importance of developing an environment where diversity is not merely accepted but embraced and celebrated. As public servants, we believe everyone has the right to be treated with dignity and respect. To this end, we will diligently recruit and retain the most talented employees in an environment that fosters maximizing one's potential. Therefore, we encourage individuals from all backgrounds, perspectives, and experiences to consider employment with the City of Janesville and serve the residents of "Wisconsin's Park Place".OBJECTIVE: Under the general direction of the Head of Access Services, the Public Services Assistant II is responsible for providing patrons library services and resources; reference and readers' advisory assistance; maintains order in and around the building; and supports an atmosphere that offers patrons undisturbed use of the facilities within the framework of objectives, policies, and procedures established by the Library Director and Library Board. The employee is also required to make sound judgments, find solutions to patron information requests, and resolve conflicts with patrons regarding their library records.
RELATIONSHIPS:
Reports to: Head of Access Services. Has regular work contact with City employees, community groups, non-profit agencies and the general public.
Supervises:
NoneTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by the incumbent. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Assists in the circulation of library materials, registers new borrowers, ensures patron confidentiality, and collects fines, fees, and charges for miscellaneous purchases. Assists patrons in locating library materials. Assists and instructs individuals in the use of library resources and equipment, including self-check machines, microfilm readers, copy machines, printers, and basic computer tasks. Schedules library spaces, equipment, and program attendance for patrons using booking calendars, databases, and other tools. Uses a wide variety of resources to provide reference and readers' advisory responses to the public in person and over the telephone by conducting effective reference interviews. Refers questions to Librarians when appropriate. Is familiar with library policies and communicates them effectively to patrons. Maintains awareness of activity within the library while walking through public service areas and greeting and assisting patrons. Addresses patrons who are behaving unacceptably, informs them of the Library's Public Code of Behavior, advises them of expectations and consequences, follows through if necessary, and documents incidents using effective de-escalation techniques. Maintains positive working relations with staff, the public, and volunteers. Conducts closing duties of clearing, locking, and securing the building at the end of each day. May assist Public Service Librarians with programs, speaking engagements, and outreach. Cooperates as a team member with other library staff in performing duties essential to the achievement of efficient library operations. Maintains and troubleshoots office equipment including computers, photocopiers, printers, microfilm readers, and typewriters. Submits service requests as needed. May be responsible for assigned tasks or individual projects such as processing newspapers, contacting patrons about missing parts, or similar tasks and projects. Follows all safety regulations, policies, and procedures; reports all unsafe conditions and acts to supervisor; reports all accidents to the supervisor immediately whenever possible; follows recognized safe work practices. Performs other special projects and other job duties as assigned or required during regular and non-business hours. All employees may be assigned by the City Manager or their designee to perform duties and assume responsibilities that are outside the scope of their work duties when the City Manager has declared a City disaster or the City Emergency Operations Center has been initiated. MINIMUM EDUCATION AND PRIOR EXPERIENCE The requirements listed below are necessary to perform the essential duties of the position. A High School Diploma or GED is required. Minimum one (1) year of library experience or two (2) years of experience in a related field. Experience with customer service is required. A combination of equivalent experience and/or education as determined by the Human Resources Office may be considered in lieu of minimum requirements.
COMPETENCIES:
For successful performance in this position, the incumbent must demonstrate the following knowledge, skills, abilities, and behaviors. Knowledge: Working knowledge of library classification system. Working knowledge of printers, copy machines, computers, and computer software such as Microsoft Word and MS Excel. General knowledge of online platforms (i.e. Facebook, job applications, basic internet searching).
Skills:
Intermediate level of technical proficiency skills, including computer applications and software such as Microsoft Office and Adobe Acrobat. Strong attention to detail and accuracy when handling detail-oriented work, including reviewing information, maintaining records, processing documentation, and identifying and resolving discrepancies. Exceptional customer service skills and knowledge of customer service best practices, including the ability to respond to inquiries professionally, address concerns effectively, provide accurate and timely information, and establish positive relationships with internal and external customers. Organizational and time management skills to prioritize duties and accomplish a high volume of work product while adapting to constant changes in priority. Exceptional communication skills, both verbally and in writing, paired with a strong customer service background, and effective interpersonal skills. Collaboration skills to effectively work with others to achieve common goals through communication, teamwork, and problem-solving. Abilities: Ability to follow verbal and written instructions with minimum supervision and be proactive in the completion of work duties. Ability to effectively make presentations to small and large groups of individuals, manage public speaking obligations, and successfully communicate with the general public. Ability to instruct and train patrons in the use of library resources and services. Ability to resolve problems, handle conflict, and find solutions to conflict when in stressful situations. Ability to compose routine correspondence and routine reports in a clear, concise, logical, and effective manner, utilizing proper grammar, spelling, punctuation, sentence structure, and tone. Ability to comply with all safety policies, practices, and procedures, and report all unsafe activities or conditions to supervisor. Ability to maintain a valid, state-issued driver's license. Behaviors: Establish and maintain effective working relationships with City appointed and elected officials, Department, Division, and Office heads, City employees, consultants, developers, architects, engineers, realtors, surveyors, community interest groups, other governmental agencies, and the general public. Exhibit exceptional professionalism, tact, and decorum in all areas of work duties. Strong ethics base built upon integrity, honesty, initiative, and respect; maintain strict confidentiality. Interact positively with a diverse group of individuals, and work effectively both as part of a team and independently. Embrace and actively promote an inclusive and equitable work environment. Conduct all business and working relationships in an accurate, fair, equitable and highly ethical manner. Work with the public in a fair and consistent manner, maintaining objectivity and excluding personal bias while performing job duties Reliable, timely, and proactive in the completion of duties, meeting deadlines and responding to inquiries. Work with others in a positive and supportive manner to solve problems, generate ideas, and accomplish division and City goals. EQUIPMENT, INSTRUMENTS OR MACHINES: Machinery and equipment, including computers, printers, photocopier, telephone, fax machine, scanner, and other standard and specialized office equipment, such as a receipt printer, and RFID sorter. WORKING CONDITIONS AND PHYSICAL FACTORS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in an office like environment. An individual in this position is frequently involved in sedentary work, which requires sitting for the majority of the time. This position occasionally walks, stands, stoops, kneels, crouches, crawls, and exerts up to 25 pounds of force by
