Library Associate III - Library Branches

City of Fargo   Fargo, ND   Full-time     Administration / Clerical
Posted on July 5, 2024
Apply Now
This position is responsible for a broad range of tasks to support the Fargo Public Library's mission to provide effective and efficient library services, by providing excellent customer service to patrons as well as work direction and training in the circulation work unit. Communicates effectively and courteously with library patrons, as well as inside the work unit and within the Library department, to create a welcoming and inclusive environment.

There are currently two vacant positions. One will be located at the Carlson Library and the other will be located at the Northport Library.

Primary Responsibilities
  • Creates a welcoming environment for patrons using approachable and empathetic customer service. Deescalates patron complaints using customer service experience and clear communication.
  • Assists the Circulation Manager and Branch Manager with day-to-day operations and various special projects. Serves as lead worker providing training and daily work direction for Library Associates I, Pages, and volunteers. Provides training and serves as resource to Library department based on in-depth knowledge of circulation practices.
  • Assists with troubleshooting and evaluation of hardware and software such as library ILS. Assists with collection maintenance through processing and inventory of items. Oversees shelf maintenance through shelving, shelf reading and merchandising of items.
  • Assists with programming and community engagement for patrons of all ages and maintains a knowledge of programs and events across all library branches.
  • Communicates with other city departments as needed regarding building or technology issues.
  • Responsible for accuracy and quality of their own work.
1. Provides a welcoming presence and excellent customer service to patrons. 1.1 Communicates effectively, both orally and in writing, and interacts with the public in a respectful, courteous, and empathetic manner while maintaining confidentiality.
1.2 Draws upon training, experience, guidelines, and knowledge of departmental functions, policies, and procedures, to solve problems when handling new or unusual situations or communicating complicated policies and procedures to patrons.
1.3 Mediates and deescalates patron complaints of both a routine and confidential nature requiring knowledge of policies, procedures, and rules regarding patron privacy; uses experience to defuse escalated or emotionally charged situations and resolve conflict.
1.4 Maintains knowledge of current library services and programs to promote to the public.
1.5 Assists patrons with online catalog and technology help, including document scanning, photocopying, printing, email, downloading ebooks and audiobooks, and general computer skills.
1.6 Assesses and may attempt to deescalate incidents that could be disruptive or harmful to patrons or staff; documents as needed; and communicates with library admin, contract security, emergency services, or City Harm Reduction staff regarding incidents.
1.7 Recognizes need for and refers patrons to Homeless Outreach Coordinator or other such persons, programs, or agencies.

2. Responsible for work direction, guidance, and training for Library Associates I, Pages, and volunteers. 2.1 Plans daily work unit tasks and schedule to meet department demands and priorities, using informed and independent judgement. Coordinates with other work units to ensure minimal staffing requirements are met and finds substitutions for staff absences.
2.2 Creates and maintains Circulation process and procedure documentation and resources for Circulation work unit and Library department, and researches and proposes policy changes.
2.3 Addresses routine staff and volunteer concerns, resolves problems, and frequently acts as a liaison to supervisors, referring escalated concerns and problems to the Circulation Manager or other library manager if needed.
2.4 May serve as senior staff member responsible for circulation and reference functions when assigned to a shift at a branch location.
2.5 Trains Library Associates, Pages, and Volunteers on library functions, policies, and procedures.
2.5.1 Plans and schedules training and creates documentation and resources; trains new employees; assists supervisor in new employee orientation.
2.5.2 Monitors work unit staff, gives guidance as errors occur, and provides additional support and training as needed; escalates performance concerns to the Circulation or Branch Services Manager if needed.
2.6 Assists the supervisor in developing and implementing long-range projects related to the work unit.
2.7 May assist the supervisor with reviewing job applications and participate in the interview process.

3. Performs all Circulation tasks using in-depth knowledge of circulation practices.3.1 Uses knowledge of complex and detailed procedures to create, maintain, and update patron accounts.
3.2 Handles circulation and renewal of library materials using attention to detail.3.2.1 Inspects returned materials for damage; uses judgement and discretion to assess need to charge fees and deselect damaged items from collection as needed.
3.3 Updates patron account balances; informs patrons of fines, fees, bills, lost/damaged material and other account issues; troubleshoots balance discrepancies on patron accounts.
3.3.1 Processes monetary transactions and documentation for daily deposits.
3.3.2 Reviews and prepares patron accounts to be referred to collections and communicates account changes to collection agency.
3.4 Assists patrons in finding library materials, including making hold requests, interlibrary loan requests, and purchase suggestions.
3.5 Prepares and runs periodic reports regarding patron accounts, library collections, and materials maintenance.

4. Assists with collection maintenance.4.1 Performs item maintenance, including processing items for circulation; replacing spine labels, barcodes, and RFID tags; updating item records in catalog; and performing minor book repairs.
4.2 Conducts collection inventory by directing work unit staff in scanning physical items, and by running and analyzing reports and correcting errors.
4.3 Maintains welcoming and orderly collection by shelving, shelf-reading, creating displays, and merchandising items.
4.3.1 Conducts and directs small and large-scale shifting of library materials and collections.
4.3.2 Conducts deselection of materials based on established guidelines or direction from selectors.
4.4 Recommends material and collection needs to Collection Development Manager.

5. Troubleshoots and evaluates library hardware, software, and equipment issues, with special attention to patron service impact.5.1 Assesses ILS workflow and issues; makes recommendations and implements improvements.
5.1.1 Tests ILS version updates for bugs or issues prior to release, and investigates new developments in ILS circulation modules for potential use.
5.2 Maintains office equipment and supplies, and escalates non-routine hardware, software, and equipment issues to IS staff to resolve as needed.
5.3 Participates in reviewing and evaluating new vendor products and gives recommendation for purchase.
5.4 Provides setup and take-down of AV equipment including laptops, digital projectors, and microphones for library programming or meeting room reservations.
5.5 Communicates with City Building and Grounds or Information Services departments to ensure equipment and facilities issues are resolved, and assists with finding solutions to urgent issues.

6. Assists in the coordination and execution of programming activities which support patrons to fulfill their informational, recreational, and lifelong learning needs.6.1 Assists with and promotes library-wide programming such as the Summer Reading Program, in collaboration across work units.
6.2 Initiates or assists with planning and conducting unique and detailed library programs, including creating, ordering, and preparing program materials, and conducting patron satisfaction surveys.
6.3 Participates in community engagement at off-site locations; may conduct preparations and set-up for event; acts as a library ambassador to promote library services.
6.3.1 May drive library vehicle and/or book bike to event.
6.4 Answers patron questions regarding library events; helps patrons register for programs.
6.5 May create engaging materials promoting library services and programs, such as displays, social media posts, and booklists.
6.6 May work additional nights and weekends to support programming and community engagement events.

7. Fosters a supportive, inclusive team and maintains a positive work environment and working relationships. 7.1 Communicates respectfully and effectively; continuously interacts with the public, work unit, vendors, and across the department to exchange basic fact information as well as detailed or technical information where the ability to explain concepts is exercised.
7.1.1 Frequently collaborates with work unit and department staff to achieve goals.
7.2 Attends regular work unit meetings, leadership meetings within the work unit, and departmental meetings.
7.2.1 Responsible for assisting the supervisor in creating the agenda at work unit meetings and presenting information and training; intermittently presents information or training at department meetings for all Library staff.
7.3 Serves on library teams and committees and carries out research, training, and initiatives as assigned.
7.4 Attends ongoing continued learning and trainings regarding public libraries and relevant support systems, and researches library trends related to the work unit; may attend regional and national library conferences.
7.5 May participate on City-wide committees with regular meetings.
7.6 May substitute in other library work units as needed.

8. Intermittent travel to other branches is required for delivery of items between library locations, or to community engagement events off-site; monitors library vehicle to ensure proper function and communicates with Central Garage as needed.

9. Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.9.1 Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
9.2 Wears proper protective equipment when policy requires or conditions indicate a need exists, and utilizes proper body mechanics and ergonomics while performing work;
9.3 When potentially unsafe conditions are observed, will report condition, address within scope of responsibility, and refer to supervisor and/or necessary authority in a timely manner.

10. When an emergency declaration has been made by City of Fargo administration, performs duties as required by the Incident Commander for the duration of need. Duties may require:10.1 Work in locations other than standard library locations;
10.2 Work outside the standard library hours of operations;
10.3 Work with physical requirements beyond that of regular library functions, if able.

11. Performs other duties and activities as assigned. The job requires two or more years of college coursework, with three or more years of related customer contact experience, including one or more years of experience within a public or school library, with responsibility for assisting patrons and performing administrative clerical and/or technical duties; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above. May require a valid driver's license.

Knowledge, skills and abilities include:
  • Highly developed interpersonal skills:
    • able to work effectively across cultures, abilities, socio-economic levels, and with patrons from all walks of life in a respectful, courteous, and empathetic manner;
    • strong customer service skills in person and on the telephone;
    • able to openly communicate in writing and verbally with co-workers and patrons;
    • ability to foster collaboration and work cooperatively;
    • able to recognize and resolve conflicts;
  • Knowledge of current library practices and procedures including alphabetizing, the Dewey Decimal Classification system, circulation, and basic reference resources and methods;
  • Skill in current technology including Windows, Microsoft Office software, databases, email;
  • Skill in basic mathematics to calculate and collect fines;
  • Ability to learn and apply new technologies and systems;
  • Ability to manage multiple priorities and prioritize work assignments in a fast-paced, patron-focused environment that involves some amount of stress.
Daily work involves frequent handling, lifting, carrying, and moving of library materials, book return bins, and book carts (including bending, kneeling, and reaching) and standing for long periods of time. The work requires frequent computer use and frequent moving between buildings and rooms. There is frequent attention to detail. Work involves occasional exposure to hazards associated with working with the general public, including but not limited to pests, bodily fluids, and illegal substances. The position may involve occasional exposure to members of the public who exhibit behaviors associated with mental illness and/or substance abuse. The position may also involve occasional exposure to individuals who are emotionally unstable and may threaten or harass staff.

Activities include stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing/listening, seeing/observing, repetitive motions.

Medium Work: Physical demands are normally those associated with medium work: Exerting up to 50 pounds of force occasionally, up to 20 pounds of force frequently, and/or 10 pounds of force frequently or constantly.

Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities.

Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. The City Administrator retains the discretion to add duties or change the duties of this position at any time.

City of Fargo

Fargo , ND