Public Service Assistant - Kirkland (PT20hr/wk)

King County Library System - Kirkland, WA4.3

JOB NUMBER 2018-00321

King County Library System (KCLS) is seeking a motivated and skilled Public Service Assistant (PSA) to provide service to the North region of King County libraries, which includes four unique community libraries. This position will have a primary focus in providing service at the Kirkland Library.

The Public Service Assistant (PSA) position assists patrons with information about library materials, equipment, programs, and services in order to help them succeed through ideas, interaction and information. This position provides assistance in person, online, and over the phone. The PSA also works in library material circulation. The PSA regularly assists patrons in using computers and printers and works to ensure that library technology is functioning. The Public Service Assistant also addresses patron behavior issues in the library. PSAs may need to directly resolve disputes, enforce the code of conduct, and handle difficult situations with patrons.

The successful candidate for this position will develop and maintain positive relationships with coworkers and patrons, resolving service, circulation or technology issues with a high standard of customer service and adept critical thinking skills. The successful candidate will also possess direct customer service experience, be able to model and champion Intellectual Freedom, and be comfortable and confident working directly with diverse communities.

Required: Applicants must attach a current resume and cover letter which addresses relevant work experience, education, and training as it relates to this position.

The work schedule for this PT20hr/wk position is as follows and must be worked as-is:

WEEKS 1 - 4
Sunday, 12:05pm - 5:05pm at Kingsgate
Monday, 1pm - 6pm at Bothell
Wednesday, 9am - 2pm at Kirkland
Thursday, 4:05pm - 9:05pm at Kirkland

About King County Library System (KCLS):
The King County Library System values diverse perspectives, life experiences, and differences. KCLS encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, and veterans. We are committed to being equitable and fair in providing equal access to opportunities for all. Reasonable accommodations may be made to enable individuals with disabilities to apply for this position or to perform the essential functions of this position.

KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, KCLS creates opportunities through meaningful connections by acting as the knowledge sharing center for over 1.3 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs.

Approximately 1,400 engaged and passionate staff provide service in 49 library locations and in community engagement using direct outreach and virtual assistance. The service area of KCLS includes the cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle.

King County is the thirteenth most populous county in the United States, home to vibrant and diverse communities. King County boasts a wide variety of suburban growth, dynamic cities, rural developments, and farmland as well as a vast range of outdoor recreational opportunities which take advantage of the Northwest's beautiful mountains, forests, lakes, rivers, and Puget Sound.

For more information about King County and KCLS, please visit the following links:
KCLS Stories
KCLS Foundation
KCLS Budget
KCLS Capitol Bond Projects
King County city profiles
King County school districts
Cost of Living calculator
King County attractions

EXAMPLES OF DUTIES:Essential Duties/Major Responsibilities:
Any of the following duties may be performed. These examples are not necessarily performed by all incumbents, however, and do not include all specific tasks an incumbent may be expected to perform.

Educates, trains, and assists patrons in the use of library technology, equipment and resources, principally PCs and peripherals. If assigned the duty, troubleshoots problems escalated from the basic level of Automated Materials Handling support.
Assists patrons with check-in and check-out and with locating materials at a branch and within KCLS. Resolves problems with patron's account and record as outlined in Circulation Manual. May perform other duties related to Circulation.
Assists patrons and staff with scheduling and using facility meeting and study rooms.
Provides information assistance and readers' advisory assistance in person, online or over the phone, including use of library resources, equipment and OPAC. Assists patrons in the use of library collections through reference interviews, literature and online searches. Refers questions to a librarian, as necessary.
Resolves staff and patron incidents, problems, concerns, and conflicts ensuring that Code of Conduct is followed or redirects to appropriate colleague.
Provides assistance with and delivers library programs, as assigned.
Completes reports as required.
Promotes and adeptly displays materials, services, and programs.
Provides mentoring and training for staff when appropriate.
Promotes, educates, and supports the principles of intellectual freedom with staff and patrons. Resolves related concerns or redirects to appropriate individual.

Secondary Duties:
Participates in activities such as committee work, training, staff meetings, etc.
Performs daily cash handling and register functions.
Performs lower classification duties, as needed.
Performs other related duties, as assigned.

A typical way of obtaining the knowledge, skills and abilities necessary to successfully perform the essential duties of the position is:

Graduation from an accredited four-year college, plus two years of job-related experience and/or training.
Three years of library experience that includes customer service, decision making and on-the-job training in computer technology may substitute for up to two years of the required education.
Or other combination of education, experience and training that provides the required knowledge, skills, and abilities to perform the duties and responsibilities of the classification.

Necessary Knowledge, Ability and Skills:
Considerable knowledge of customer service techniques in a wide variety of situations and on behalf of a diverse patron population.
Knowledge of basic informational and readers' advisory functions.
Working knowledge of or ability to learn a circulation system.
Working knowledge of computer hardware and software operation and maintenance.
Working knowledge of MS Office and email providers.
Knowledge and support of the principles of intellectual freedom.

Ability to:
Communicate effectively with individuals from diverse backgrounds regarding a wide range of concerns, questions, and issues.
Use diplomacy and tact to establish and maintain positive relationships with employees and patrons.
Resolve patron complaints and handle difficult situations involving people in conflict.
Evaluate and address multiple priorities at once and adapt to changing circumstances.
Provide adept technical assistance to patrons and staff in the use of library technology, principally computers, applications, and peripherals, including instruction and troubleshooting.
Operate and maintain basic computer and office equipment and report knowledgeably when they are not working.
Report equipment problems and coordinate solutions with Information Technology Services.
Clearly and succinctly communicate ideas and thoughts both verbally and in writing.
Read, speak, write and understand the English language.
Work inclusively as part of a team.
Work a varied schedule, including evenings and weekends.

Core Competencies:
Customer Focus - Primarily focused on customer needs, able to deliver high quality, value added services. Constantly strives to find new ways to increase customer satisfaction and understanding, foster equity, and forge meaningful connections.
Valuing Diversity - Manages relationships with all kinds and classes of people inclusively and equitably; respects, values and encourages the unique dimension each employee adds to the organization and each member of the community brings to the whole. Seeks opportunities to learn from differences.
Ethics, Values and Judgment - Exercises best judgment, trustworthiness, and professional standards of conduct; consistently demonstrates organization values, moral principles, and accountability through behavior, character, and action. Defends intellectual freedom and confidentiality.
Professional and Technical Knowledge - Demonstrates proficiency in professional and technical skills and/or knowledge in position-related areas; purposely keeps up with current developments and trends in areas of expertise, in order to better foster personal success and connections for others.
Approachability - Listens more than they talk; allows appropriate time for interactions; purposely builds rapport, sets positive tone and exhibits confidence by body language and speech. Maintains boundaries.
Dealing with Ambiguity - Can shift gears comfortably; can decide and act without the total picture; can comfortably handle risk and uncertainty, does not exhibit excessive need to control or track, can 'let go' and move forward in uncertainty.
Teamwork - Works cooperatively and productively with others to achieve goals and deliverables. Is aware of, utilizes and celebrates their own and team members' strengths and differences.
Composure - Calm and reflective, self-possessed even in the face of provocation, recognizes and manages stress appropriately, even during tough times.

Physical Demands
While performing the duties of this job, up to frequently on feet standing and walking, handling, grasping, reaching at waist level, keyboarding and use of mouse; occasional reaching below or above shoulder and bending/squatting. The employee will frequently lift/carry 5 pounds and seldom lift up to 35 pounds and will seldom need to push/pull carts using light force.

Work Environment
Work is performed in a library environment with some hectic or demanding situations. The position experiences frequent interruptions and maximum flexibility is required. Varied work hours, including weekends and evenings, which may change periodically, constant standing, extensive close work (eyestrain) and extensive PC monitor work are required. May encounter situations that involve behavioral issues.