Public Services Assistant

This is a shared position between the UBC Law Library (60%) and the David Lam Management Research Library (DLam) and Canaccord Learning Commons (CLC) (40%). Occasionally, the position may assist at other UBC Vancouver Library branches or units.

The position performs moderately complex public services in the circulation of library materials and equipment to library users as well as moderately complex work related to Information Services. Assists with collections processing and interlibrary loan activities and performs moderately complex work in support of collections and stacks maintenance. The position also supports the overall maintenance and appearance of library facilities.

During evening and weekend work, serves as the sole desk attendant and is responsible for all issues related to patron service, the coordination of student assistant activities, and emergencies.

Organizational Status

Interacts with employees in the Law Library, DLam and CLC, and other library branches and units, faculty, students, members of the public. Where necessary, acts as a liaison and communicates with UBC Building Operations, Campus Security, and external service providers.

Work Performed

The following duties may be performed at either the Law Library or DLam and CLC. However, the nature and degree of performance of these duties will likely vary depending on the specific needs of each location. In addition, these duties may also be performed at other UBC Vancouver Library branches or units as needed.

Circulation, Public, and Information Services

• Performs moderately complex work at the circulation desk as scheduled which may include evenings and weekends. Charges and discharges library materials and equipment. Checks returned materials for holds, damage and completeness. Places holds, recalls, storage requests, and processes rush cataloguing requests. Assists patrons in completing processes related to equipment lending, guest IDs, and other activities related to access.
• Performs library opening and closing procedures as assigned.
• Provides routine information assistance to library users. Answers directional, known item, basic, and information requests regarding library holdings, programs, and services. Demonstrates how to navigate UBC Library catalogue and website as well as other relevant resources such as booking of study rooms. Refers in-depth or complex queries to librarians or other units, as appropriate. Monitors CLC Help Desk email as needed.
• Interprets patron and circulation records and modifies records where appropriate. Accepts and responds to queries on library policies and procedures. Explains and enforces applicable library policies and procedures.
• Operates, assists, and provides basic troubleshooting of equipment, computer hardware, software, and connectivity problems for library users, including CLC lab spaces. Liaises with appropriate units to resolve more complex problems related to equipment and technology.
• Operates copiers and printers, and assists, instructs, and resolves problems for library users related to printing and copying technology. Performs routine maintenance and troubleshooting, including placing service calls and working with service personnel to solve maintenance problems.
• Assists in maintaining the appearance and environment of library and CLC spaces which may include outdoor spaces. Regularly tidies library spaces and furnishings. Cleans public computer screens and peripherals, microform equipment, white boards, labelling equipment, and furnishings.

Collections, Maintenance, and Access

• Performs moderately complex duties related to stacks maintenance including shelving, straightening, shelf reading, shelf cleaning, and shifting of materials. Contributes to collections maintenance and preservation, including dusting and vacuuming books and shelves, and processing and transporting materials.
• Performs in-house library traces for missing library items and checks for items listed on the online "Missing in Transit" list. Contacts users after trace is concluded. Reports missing items to librarian responsible for print collection for possible re-order.
• Assists with the general organization of the collection including shifting materials to accommodate growth and planned moves of library materials. Prepares for planned moves by measuring the linear footage of existing collection. Edits online records related to book moves, to ensure the correct status, material code, location, etc.
• Assists librarians with monograph acquisition by checking the library catalogue, summon, or other relevant sources for possible duplication of titles.
• Assists with the routine preparation of library materials, such as tattle-taping, barcoding, pamphlet binding, spine-labelling, stamping, etc. Enters circulation and processing data into UBC Library systems.
• Serves as backup with routine mail services. Collects, opens, sorts, date stamps, and distributes incoming mail, and collects and processes outgoing mail.
• Serves as backup in retrieving and copying document delivery and interlibrary loan request materials. Searches the library catalogue and related resources for available copies, retrieves library materials, and copies or scans and transmits library materials as required.
• Performs basic troubleshooting on library equipment including copiers, printers, computers, micro reader/printer, and staplers. Stocks, cleans, and orders supplies as needed. Provides operational assistance on equipment and reports more complex problems for resolution and arranges for equipment repairs.
• Troubleshoots computer hardware and software problems, printer and other systems-related problems, and communications network problems. Refers unsolved problems to the Library's systems helpdesk and follows up to ensure staff are informed and problems resolved.
• Files updates to looseleaf services and other supplemental library materials.
• May assist with the processing of gift items. Checks library holdings for duplicates, missing, or damaged volumes as required.
• Performs other duties related to the requirements and qualifications of the job, carries out essential duties of the PSLA colleagues during vacations, or other absences, as assigned.

Consequence of Error/Judgement

Works under general supervision and within established methods and procedures with latitude for organizing work, exercising judgement, and exercising creativity. Required information is readily available. Unusual problems and suggestions or initiatives for service or procedure improvement are referred to appropriate supervisor. Errors in judgement related to public service interactions will result in poor customer service. This can have a negative impact on the branch or unit's image and reputation, including, relations with the Allard School of Law, and the Sauder School of Business. Circulation work is monitored to ensure adherence to library policies and procedures. Tasks are clearly defined and unusual problems are referred to the supervisor. Works independently during evening and weekend shifts.

Supervision Received

Position is accountable to the Head, Law Library (or designate) and receives daily supervision from the Law Library Technical Services Supervisor. Receives general direction from the Law Library Senior Circulation Assistant on circulation and shelving related duties. Receives general direction from the Head, DLam, or designate, and from Branch/Unit Head while performing duties at DLam or other Branch/Unit locations. Performance reviews are conducted by the Head, Law Library, or designate, with input from the Law library Technical Services Supervisor, the Law Library Senior Circulation Assistant, the Head, DLam, and other Branch/Unit Heads (or designates) as appropriate.

Supervision Given

Coordinates and oversees the work of student assistants when working evening and weekend shifts. May participate in mentoring and guidance of student assistants.

Minimum Qualifications

High school graduation, plus two-year Library Technician diploma, plus two years of related experience or an equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one's own.
• Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

Knowledge of library policies, procedures, and systems. Knowledge of bibliographic records and use of on-line searching protocols preferred. Experience in an academic law library is preferred. Ability to follow and carry out instructions. Ability to sort and file accurately. Ability to use email, word processing, spreadsheet and library database applications at an intermediate level (MS Office and Voyager preferred). Ability to operate the normal range of library equipment. Ability to communicate effectively verbally and in writing. Ability to remain calm, decisive, effective, and safe in emergency or crisis situations. Ability to provide quality service to library users in a courteous, patient manner. Ability to resolve library user complaints in a calm, non-confrontational manner, and by exercising sound judgement. Ability to manage multiple tasks and priorities. Ability to maintain accuracy and attention to detail. Ability to exercise tact and discretion. Ability to work both independently and within a team environment. Ability to lift up to 20 kgs of boxed materials and to push fully loaded book trucks. Ability to work a five-day work week. Ability to work evening and weekend shifts as required.

Ability to build and maintain productive relationships and work collegially with a diverse population of Library employees and users in keeping with the . Takes initiative in learning about language and issues relating to equity and diversity. Ability to recognize, respect and work effectively with individuals and groups with diverse perspectives and backgrounds, and to appreciate their contributions. Ability to develop and maintain cooperative and productive working relationships and engage in workplace culture. Committed to demonstrating respect to colleagues at every level by trusting in their abilities and their knowledge to perform their roles, and earning respect through meeting commitments.