Patron Services Specialist

Patron Services Specialist - Library & Archival Paraprofessional 3

Full-time, Permanent

The Office of Secretary of State (OSOS) offers some of the most 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 our important government records; and registering corporations and charities. The Secretary of State also administers vital community programs that inspire giving, document our history, and assist crime survivors in avoiding further abuse.

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

The OSOS is looking for top-performing employees who embody its core values of integrity, service excellence, visionary leadership, collaboration and teamwork. It is committed to both employee growth and work-life balance. The benefits of working in state government also include potential eligibility for the federal Public Service Loan Forgiveness program.

The Washington State Library connects people to the power of libraries. As Washington's oldest cultural institution, the library's unique and rare collections date back to territorial days. Resources include historical print and digital compilations, collections of state newspapers and maps, state and federal government publications, and the Ask-a-Librarian service.

The library benefits local libraries and their patrons through its consulting services, grants, subsidies, training, and programming. Additionally, the Washington State Library provides services to state prison and state hospital libraries. OSOS also operates the Washington Talking Book & Braille Library (WTBBL) in Seattle, a library for people unable to read standard print.

The Washington Talking Book & Braille Library (WTBBL) is a program of the WSL, a division of the 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. The Patron Services Specialist reports to the Outreach Librarian at Washington Talking Book & Braille Library (WTBBL) and serves as the first point of contact for new patrons by providing exceptional customer service, is the designated technical expert for creating and maintaining WTBBL patron records and profiles in the KLAS integrated library system, designs marketing material, posts on social media, and supports the outreach program.

Special Notes:
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…