User and Access Services Associate

2 weeks ago

Waterloo, Canada Wilfrid Laurier University Full time

**Date**:Feb 26, 2024

**Location**: Waterloo, CA

**Company**:Wilfrid Laurier University

**Department**: Library

**Job Type**: Continuing

**Full-time/Part-time**: Full Time (>=1249 hrs/year)

**Campus**: Waterloo

**Reports to**:Desk Services Manager and Head, User and Access Services

**Employee Group**: WLUSA

**Application Deadline**:03/06/2024

**Requisition ID**:7256

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 19,000 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. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

**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.

**Accountabilities**:
**User Services (60%)**

**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
- 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

**Building and Safety Issues**
- Below applicable for evening or weekends or when working alone for any reason_
- Coordinates

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