Library Assistant II | Patron Services

Nature of Work

This part-time, 20-24 hour per week position provides paraprofessional and customer service support to various areas of Grand Rapids Public Library with the overall goal of helping patrons access library resources. The main priority of this position is direct public service and involves helping patrons access library resources in-person, over the phone, and via email. Work is performed under the general supervision of a Circulation Operations Supervisor.

This position is regularly scheduled at the Main Library:
Monday: 1:30 - 5:30 pm Tuesday: 1:30 - 5:30 pm Wednesday: 1:30 - 5:30 pm Thursday: 1:30 - 5:30 pm Alternating Friday/Saturday: 9:00 am - 1:30 pm Sunday:
Occasionally required between Labor Day and Memorial Day 1:00 - 5:00 pm Core competencies include:

• Customer Service & Community Engagement
• Technology Support & Digital Literacy
• Communication
• Operational Support
• Safety & Compliance

Required:

• High school diploma or a GED
• 2 years of customer service experience, library experience, cash handling experience, office experience, or some equivalent combination.

Preferred:

• A college degree
• Ability to communicate effectively in Spanish

Ability to:

• Provide consistently friendly, accurate, and efficient service to GRPL patrons and staff; ability to make independent and reliable decisions related to patron experience.
• Demonstrate strong de-escalation skills to effectively manage challenging patron interactions.
• Assist and instruct patrons around hardware and software issues as they relate to library resources and public workstations.
• Learn, effectively use, and adapt to ongoing changes in technology including library-specific and office software
• Solve research problems and provide reader's advisory service; knowledge of community, books, and authors; knowledge of digital resources, reading devices and platforms; ability to learn and apply modern library methods and techniques and to acquire familiarity with the GRPL system and services offered
• Establish and maintain positive working relationships with coworkers and the public; work collaboratively.
• Manage emotions in the workplace and maintain professional composure and judgement.
• Communicate effectively and professionally with diverse groups both verbally and in writing.
• Add, subtract, and perform basic accounting calculations accurately and efficiently.
• Set and meet priorities; adaptability and judgment to reprioritize as needed throughout the course of a shift.
• Perform standardized processes accurately and consistently; follow procedures in processing forms and other communication.
• Make independent and efficient decisions and work without close supervision.
• Maintain an organized and effective work process; flexibility to adapt to changes and updates to processes.
• Maintain library records and prepare reports.
• Work 20-24 hours per week; work evenings and weekends.
• Work at various desks and locations.
• Learn GRPL's patron experience standards and library policies to provide basic account management, reference services, reader's advisory, technology support, and library information.
• Apply patron privacy standards in a wide variety of circumstances with internal and external stakeholders.
• Work with supervisor and process feedback regarding job performance.
• Understanding of general office procedures, processes, and equipment; ability to operate a variety of office equipment including computer workstations, typical electronic devices, cash register and POS systems, and software.

Please note the following:

• A cover letter is required
• All communication regarding this position will be done via email; it is your responsibility to ensure that your email address is up-to-date on your account profile
• To be eligible for this position, you must apply through the City of Grand Rapids Job Opportunities page

Grand Rapids Public Library provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination of any type without regard to race, color, religion, gender, gender identity, sexual orientation, age, national origin, veteran status, disability, height, weight, familial status, marital status, or any other characteristic protected by applicable law. GRPL will make reasonable accommodations for employees and job applicants with disabilities.

This applies to all terms and conditions of employment, including but not limited to recruiting, hiring, transfer, training, promotion, discipline, termination, leaves of absence, compensation, and benefits, as well as work-related events and activities.