User and Access Services Associate

Department: Library 

Job Type: Recurring

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

Campus: Waterloo 

Reports to: Desk Services Manager 

Employee Group: WLUSA 

Application Deadline: 12/02/2024 

Requisition ID: 8766 

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 locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict.  Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

Please note: To be eligible for employment, you must reside in the province/territory that the position is located, and must be able to attend campus as part of your regular work schedule. 

Position Summary

Reporting to the Desk Services Manager, the incumbent divides time between responsibilities for access services 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 public.  Reference 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 creating or updating patron records. Work assignments may occur at the Waterloo Campus Library or the Kitchener, Faculty of Social Work Library. 

Access Services responsibilities consist of lending, resource sharing (Alma AFN requests, inter-library loan), library materials handling and management, digitization requests, and participating in student interviewing, supplemental training and direction setting and delegation of tasks for the Waterloo or Kitchener (FSW) library.

The incumbent participates in hiring of students and provides direction in maintaining policies and quality of service.

The incumbent coordinates responses to building and security related issues, directs and supervises student employees and works to ensure service quality and consistency and addresses user problems and complaints.

Accountabilities

User Services (60%)

Provides in-person and online user services

• Responds to queries at any of 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 Omni member libraries.
• Provides triage service for complicated reference questions and refers the user to the appropriate librarian for further assistance
• Registers, updates records and validates borrower cards for all Laurier users, affiliated researchers, alumni, community borrowers, and other non-standard library users (e.g. TUG joint patrons)
• Charges, renews, and discharges library materials (including AFN and Reserve requests)
• Assists and instructs users on using Library equipment, including printers, photocopiers, public computers, audiovisual playback equipment, accessibility devices, and microfilm readers
• Monitors the status of Library equipment, places and follows up on service calls as required
• Participates in the interviewing, supplemental training and delegating of tasks for library student assistants for desk services tasks
• Coaches and directs student assistants in maintaining policies, procedures and standards and consistency of service

Building and Safety Issues

Below applicable for evening or weekends or when working alone for any reason

• Coordinates evening building security and acts as a resource person for other campus libraries.
• Enforces policies for maintaining a safe and welcoming environment in the Library.
• Works closely with Special Constable Services to help ensure the safety of patrons, staff and collections and ensures that proper security measures are followed.
• Handles first-line building and security related issues and provides initial response to emergencies.

Maintains current skills and knowledge

• Maintains current knowledge of the services and policies of the Library, the University,  and the Omni library 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 ongoing training as required

Participates in other user services activities

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

Access Services (40%)

Borrowing and lending

• Coordinates loan activities between libraries at Laurier, and other Omni member libraries (Alma AFN), including searching, retrieval, processing and preparation for delivery of books requested for delivery by users
• Provides assistance in resource sharing with other libraries, including changing the status of items before an item is shipped and after an item is returned. 
• Provides assistance (scanning, processing of physical items) for Scan on Demand, Mail on Demand and similar operational tasks
• Trouble- shoots and resolves problems related to loan activities and patron requests, including:
• Identifies and assesses problems with bibliographic records or meta data identified through handling of materials and refers issues as appropriate
• Troubleshoots items that cannot be circulated, 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)
• Participates in the interviewing, supplemental training and delegating of tasks for library student assistants for access services tasks
• Coaches and directs student assistants in maintaining policies, procedures and standards of service

User registrations & accounts

• Creates borrower records and virtual registrations for special user groups including community borrowers, alumni,  affiliate researchers, distance education students, and other non-standard library users
• Determines the borrowing privileges for these users

Qualifications

• University undergraduate degree
• Demonstrated experience with university level research and writing
• 2 years 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 (eg. Office 365) and strong bibliographic and Internet searching skills
• Experience with library specific software and databases an asset
• An additional college degree/diploma or other technical library training considered an asset

This position has been deemed eligible for Educational Equivalencies.

Hours of work: This is a full-time, recurring position. This position is subject to an annual layoff from May to August.  The normal hours of work will be 35 hours per week. Hours may vary from day to day or week to week based on a set schedule to cover User & Access Services’ desk shifts; for example, 8:30 am - 4:30 pm, 10:00 am - 6:00 pm, 12:00 pm - 8:00 pm, and 2:00 pm - 10:00 pm. Most work will take place Monday-Friday between 8:00 am and 6:00 pm, with occasional weekend and evening shifts (to 12 am) on rotation to cover current building hours. The position is part of an on-call rotation and a requirement of the role.

Compensation

Level: D

Rate of Pay: $37.22 - $39.35 per hour with an annual step progression on anniversary date to Step 6  per hour

Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Job Evaluation Factor Scores 

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 careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers 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.