Patron Services Specialist

Patron Services Specialist – Library & Archival Professional 3 (Full-time, Permanent)

The Office of the Secretary of State (OSOS) offers unique and diverse job opportunities in state government. Its critical responsibilities include ensuring a fair and accurate elections process, connecting Washingtonians through the power of libraries, protecting important government records, and registering corporations and charities. The Secretary of State also administers community programs that inspire giving, document history, and assist crime survivors.

This independent office operates from facilities in the Olympia area and statewide.

The Washington Talking Book & Braille Library (WTBBL) is a program of the Washington State Library, a division of OSOS, and a network library of the National Library Service for the Blind and Print Disabled (NLS). WTBBL builds community and provides equitable access to information and reading materials for Washington residents unable to read standard print.

Please note:

Interviews for this position will be conducted on an ongoing basis. The hiring manager reserves the right to fill the position at any time.

This position receives an additional 5% geographic assignment pay for being located within King County.

• Delivers high-quality, customer-focused services to a diverse patron base, provides assistance to patrons and third parties directly over the phone, in person and electronically.
• Responsible for contacting all new patrons for onboarding within one week and to answer any questions, make updates to reading preferences and train patrons on how to use equipment and/or how to utilize library services. Promotes additional library services and acts as a point of contact for further questions or concerns.
• Contacts patrons for updated information when mail or equipment that was sent out is returned to the library. Updates records as needed to maximize library services offered and resolves service inquiries from patrons or third parties.
• Processes new patron applications for services within two days of receipt; troubleshoots registration and/or subscription problems, follows NLS regulations and guidelines and advises other library staff on eligibility rules and registration procedures. Scans, edits, and saves current applications digitally following archiving and retention practices.
• Reviews patron applications: in case of error, rejects the application or trains the certifier to identify and accurately represent eligible patrons. Analyzes problem reports and resolves complex issues with patron accounts or status inquiries.
• Acts as expert in reviewing and processing paperwork for new patrons in line with NLS and federal disability criteria, verifies information on patron’s qualifying disability on applications, registers and creates patron records in KLAS Circulation System (ILS) and maintains accurate and up-to-date records.
• Assists patrons with information regarding their service status, shipments made, change of address, magazine subscriptions, patron transfers, requests/reserves processed and other available services.
• Coordinates with network library staff in other states to ensure successful, timely transfer of patron records and information.
• Manages the National Library Service Leads Database system, processing data, running reports, and ensuring appropriate communication to potential patrons and interested parties. Following NLS guidelines, tracks potential patrons to ensure communication standards and Leads database management.
• Follows all updates and changes in NLS procedures and recommend procedural changes or updates to policies or practices, provide recommended steps and framework for implementation for workflow revision.
• Answers inquiries from general public, providing basic information on the library, eligibility requirements, the registration process, types of equipment and accessories available, and general WTBBL service questions; refers calls to other staff as appropriate.
• Creates or edits initial patron readership profiles to initiate library service. Establishes service queue for new patrons based on application data or intake phone…