User Services / Access Services Associate

Date: Oct 12, 2021

Location: Waterloo, CA

Company: Wilfrid Laurier University

Date: September 23, 2021

Department: Library 

Job Type: Recurring

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Manager, User Services

Employee Group: WLUSA 

Application Deadline: October 26, 2021

Requisition ID: 2552 


Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact.  With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.


Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well as a location in Kitchener. The university is committed to providing an inclusive workplace and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.



Position Summary 

Reporting to the Head, User and Access Services, the Interlibrary Loan and User Services Associate divides time between responsibilities for Interlibrary Loan and User Services.


User services responsibilities consist of providing front-line Library reference and circulation services through daily, direct contact with students, faculty, staff, alumni, and the publicReference services involve assisting, advising and training library users in the identification, evaluation and use of the many and varied services and resources required to meet their research needs.  Circulation services involve charging, renewing, and discharging library materials, collecting fines, and updating patron records.


Access Services responsibilities consist of lending, resource sharing, library materials handling and management, finances and account balancing, and student hiring, training, and supervision for the Waterloo library.



User Services (50%)

Provides in-person and online user services

•    Responds to queries at the Library’s in-person and online service points
•    Handles a high volume of requests and multiple simultaneous questions efficiently and effectively
•    Interviews a broad spectrum of library users (students, staff, faculty, the public) to identify their information and research needs
•    Analyzes user needs and identifies appropriate resources and strategies (electronic and print, across multiple subject disciplines) to meet those needs
•    Instructs, assists, and advises Library users in the appropriate use of appropriate information resources, search techniques and research strategies 
•    Advises Library users on interpreting online borrower records, due times and special conditions related to borrower or item records
•    Explains and helps patrons understand and interpret the services and policies of the Laurier Library and TriUniversity Group of Libraries
•    Investigates and resolves patron questions, issues, and conflicts over fines and collects fine payments
•    Registers, updates records and validates borrower cards for all Laurier students and TUG borrowers
•    Charges, renews, and discharges library materials (including TUG and Reserve requests)
•    Assists and instructs users on using Library equipment, including printers, photocopiers, public computers, and microfilm readers
•    Monitors the status of Library equipment, places and follows up on service calls as required

Maintains current skills and knowledge

•    Maintains current knowledge of the services and policies of the Library, the University,  and the TriUniversity Group of Libraries consortium 
•    Actively maintains skills and updates knowledge of frequently-changing research resources through self-study and participation in regular training sessions 
•    Mentors, shares knowledge, and communicates regularly with other user services staff

Participates in other user services activities

•    Participates in activities and special projects related to the functioning of the Library’s user services, for example:
o    Attending department meetings and composing minutes 
o    Compiling and providing basic analysis of departmental statistics
o    Preparing, creating, and updating information handouts, user guides, signs, and web content
o    Monitoring supplies
o    Assisting with creation of guidelines and procedures for user services staff

Access Services (50%)

Borrowing and lending

•    Coordinates loan activities between libraries at Laurier campus and with other Tri University Group libraries (Guelph and Waterloo), including searching, retrieval, processing and preparation for delivery of books requested for delivery by users
•    Provides assistance in interlibrary loan with other libraries, including changing the status of items before an item is shipped and after an item is returned.  
•    Trouble- shoots and resolves problems related to loan activities and patron requests, including:
o    Locating items reporting missing or missing-in-transit
o    Completing inventories for cancelled and expired requests
o    Performing self-searches for users
o    Notifiying users of missing items, identifying and offering solutions and alternatives
•    Identifies and assesses problems with bibliographic records identified through handling of materials
•    Troubleshoots items that cannot be checked out, identifies appropriate course of action: (e.g. incorrect barcode applied to item; incorrect location described for the item), and communicates with users and other Library departments to resolve problems 
•    Coordinates processing of book returns and materials management (e.g. sorting, relabeling, shelf reading)
•    Hires, trains and supervises student workers to assist in intra-library loan, book return, and materials management activities

User registrations  & accounts

•    Creates borrower records and virtual registrations for special user groups including community borrowers, alumni,  high school students, and distance education students
•    Determines the borrowing privileges for these users 


•    Records daily cash intake of the Library
•    Reconciles daily cash intake with daily account ledger
•    Balances Moneris transactions against the daily account ledger
•    Assists in preparing weekly deposits




•    University degree 
•    1 year public service job experience, preferably in a college or university library
•    Strong public service interest and skills
•    Strong organizational skills
•    Ability and ongoing commitment to adapt and learn continuously
•    Excellent analytical and problem-solving skills
•    Superior communication and listening skills 
•    Ability to be creative and take initiative in finding solutions to patron queries 
•    Ability to interact diplomatically with the public, respect the privacy of library users and maintain confidentiality
•    Ability to handle pressure, stress and conflict in public service situations calmly, tactfully and with discretion
•    Ability to multitask and handle multiple tasks in a fast-paced environment
•    General understanding of reconciling cash flow
•    Understanding of and sensitivity to the service needs of Library users with diverse backgrounds, including an understanding of issues related to effective service provision for people with disabilities
•    Ability to set priorities and accomplish tasks effectively
•    Ability to work both independently and collaboratively as a team member
•    Ability to delegate appropriately
•    Demonstrated good judgment
•    Ability to recognize limits of knowledge, ask questions of and refer issues to senior colleagues
•    Accuracy and attention to detail
•    Above average computer skills including good knowledge of standard office software and strong  bibliographic and Internet searching skills



Grade: SH-6

Rate of pay: $29.80 - $35.05 per hour

Hours of Work:  This is a full-time, recurring position. The incumbent’s hours may vary from day to day or week to week as needed to cover user service shifts, for example 8-4, 9-5, 10-6, 12-8.  Most work will take place Monday-Friday between 8am and 6pm, with weekend and evening shifts (to 8pm) on regular rotation. This position is subject to a three (3) month annual summer layoff from May-July.


Job Evaluation Factor Scores:


 WLUSA/WLU Job Evaluation Factors


Education and Experience


Interpersonal Skills


Applied Reasoning and Analytical Skills


Physical Skills


Co-ordination and Planning


Responsibility for Others


Impact of Decisions


Mental Effort


Physical Effort


Multiple Demands and Priorities


Working Environment




All Laurier employees and students are required to comply with the University's Covid-19 mandatory vaccination policy. Prior to attending Laurier's campuses in-person, you must provide proof of your vaccination status. If you are not fully vaccinated and do not have an approved exemption based on medical/disability or religious beliefs/creed grounds, you will be expected to receive your second dose of the vaccine by no later than October 8, 2021. Prior to becoming fully vaccinated, you will be required to participate in and comply with the University's rapid testing program and follow all recommended additional health and safety protocols. Details about the mandatory vaccination requirements can be found on Laurier's website.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at

Should you be interested in learning more about this opportunity, please visit for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.

Job Segment: Medical, Equity, Developer, Web Design, Healthcare, Finance, Technology, Research, Creative