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:
Customer Service & Community Engagement
Greets visitors and provides assistance to library patrons including basic account management, reference services, reader’s advisory, technology support, and library information
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Responds to inquiries and answers general questions related to library services and processes, and/or guides them to appropriate staff- .
Responds to and/or directs inquiries to GRPL spaces and services- .
Represents GRPL at community events and outreach opportunities- .
Assists with planning and implementation of programs and services- .
Technology Support & Digital Literacy
Assists in navigating internal and external technology resources including but not limited to digital resources, basic email and word processing, internet access, and personal devices
Communication
Communicates with internal and external stakeholders to facilitate service to the public
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Assists other staff with special projects, research and idea generation; may write, proofread, or edit reports or other documents as needed- .
Operational Support
Performs general administrative duties in support of the location or department including cash handling, placing supply orders or service requests, and assisting with location equipment issues and maintenance
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Provides support systemically at all public service desks; works in other library departments at all locations as needed- .
Collects, compiles, and reports statistics related to library resources and programs- .
Ensures the maintenance, presentation, and accessibility of GRPL's collection- .
Safety & Compliance
Ensures a safe and welcoming environment for staff and patrons by managing patron expectations and behavior in public spaces through de-escalation
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Ensures patron privacy and abides by library procedures and state laws- .
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
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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 softwar- e
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 offere- d
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
Please attach a cover letter in pdf format that describes your interest in the position, your interest in working at GRPL, and how these might tie in with personal or professional goal- e
To be eligible for this position, you must apply through the City of Grand Rapids Job Opportunities pag- e
Please visit the library's jobs page for a list of other open positions at Grand Rapids Public Library.
All inquiries related to this posting should be directed to:
Grand Rapids Public Library
111 Library St NE
Grand Rapids, MI 49503
GRPL proudly promotes diversity and inclusion in employment, and strives to maintain a workplace culture where respect and positive recognition of differences are cultivated.
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.