Resource Sharing Clerk

Overview:
The University of Waterloo Library is the campus's partner in learning, research and innovation. Its two main locations and three satellite spaces act as interdisciplinary hubs, bringing together the knowledge, expertise and resources needed by our diverse campus community. The University was built for change and the Library exemplifies Waterloo’s agility as we continuously transform our approaches to creating, discovering, using, sharing and preserving information. With a commitment to open and equitable access to information, we equip researchers and students with the critical research skills to improve our world as active citizens, creative problem solvers and agile leaders. All of our work is done with a strong commitment to equity, diversity, inclusion and accessibility.

The Library Clerk: Resource Sharing reports to the Resource Sharing Coordinator and has primary responsibility for providing outstanding client service in the Resource Sharing area. The Resource Sharing team fulfills requests from UW patrons, as well as requests from libraries in the Ontario Council of University Libraries (OCUL) consortium, throughout Canada, the United States, and other international locations. This role also provides excellent service at physical service points in the Dana Porter and Davis Centre libraries, and through virtual services.

**There are 2 vacancies for this position.**

**Responsibilities**:
Works as part of the Resource Sharing team to assist in processing the daily workload
- This includes delivery of materials to UWaterloo patrons as well receiving and returning of library materials that have arrived from the Ontario Council of University Libraries (OCUL) Omni consortium and from other national and international locations
- Using Omni and other software, the incumbent assesses and completes the daily workload. This includes, for example, pulling books from the stacks, scanning articles, and shipping of materials through on and off
- campus delivery methods
- Accurately processes incoming materials in interlibrary loan (ILL) software, assigns due dates and item details and ensures items are routed to the appropriate delivery/pickup location
- Accurately processes materials being shipped back to their home institutions in ILL software, ensuring items are removed from patron accounts and marked appropriately in the system as being in transit
- Thoroughly understands and applies Resource Sharing policies, guidelines and copyright regulations as necessary
- Conducts thorough searches at both libraries for missing items, communicating with other library staff and library patrons as appropriate, and maintains and reports statistics as part of this process
- Assists with scanning of theses and other material to a high-quality standard, communicating at times with campus academic department contacts
- Uses document editing software to organize and clean up digitized documents to meet accessibility and readability standards
- Documents and trains others in aspects of Resource Sharing duties as needed to ensure that appropriate levels of awareness are maintained throughout the organization
- Works with Reserve staff to assist with the collection of materials for incoming Course Reserves requests, including pulling materials from the stacks, and scanning and preparing accessible electronic files

Provides outstanding client service in all interactions, including at physical and virtual service points:

- Consistently practices a wide variety of client service skills, such as: patience; attentiveness; positive language; willingness to learn; and willingness to problem-solve on behalf of library patrons
- Embraces a collegial and collaborative outlook with staff in order to support one another in the provision of service
- Practices service standards that have been developed for their roles
- Processes the movement of print materials around the library system and assists patrons in finding and accessing the resources they need
- Is alert for, and acts upon, opportunities to engage patrons more fully in the research process by directing them to appropriate experts and resources
- Provides a miscellany of related services, such as: registration of patrons; basic support for public-facing technology such as printers; processing of returned items
- Contributes to continuous improvement in the department by identifying and bringing forward issues, and by participating in working groups and committees
- Supports and advances the Library’s strategic directions to further the Library’s contribution to the campus Strategic Plan
- Supports service points with flexible coverage including days, evenings, and weekends

Qualifications:

- High school graduate or equivalent education and experience
- Experience providing front line customer service
- Experience in library operations, particularly knowledge of circulation and/or Interlibrary Loan systems, is an asset
- Demonstrated aptitude and for and commitment