Position Objective - PLA



Position DescriptionPosition Title: Library Customer Service and Program Support OfficerPosition Number: 1582Classification: LIB3Group / Division: Leisure and Community DevelopmentDepartment / Unit: LeisureApproved By: Celia Rice, Senior Coordinator Libraries and LearningDate Approved: October 2020Moonee Valley City Council’s Leisure department aims to support citizens to enhance their emotional and physical health, and to create social capital. This is achieved by creating opportunities and events that focus on enabling, supporting and improving people’s capacity to be actively involved in leisure and learning activities within their local communities. The Leisure department has responsibility for planning for services, places and spaces that encourage participation within the areas of;Performing Arts and CultureVisual Arts and CultureFestivals and EventsLibraries and LearningLeisure FacilitiesMoonee Valley City Council provides library services at five locations across the municipality; Ascot Vale Library, Avondale Heights Library and Learning Centre, Flemington Library, Niddrie Library and Sam Merrifield Library (Moonee Ponds).Services include availability and loans of books and other materials, collection management, information provision, access to computers and the internet, online services and events.Libraries are essential for every community and play a vital role in enriching the lives of our residents through lifelong learning, improving literacy, access to information, leisure and culture.Position ObjectiveThis position is an opportunity to play a key role in the delivery of programs and services for children and young adults at Moonee Valley Libraries. Working as part of a professional and friendly team, you will provide high quality customer service to residents and support the maintenance of library collections.Key Responsibilities & DutiesCustomer ServiceProvide excellent customer service through floor walking and active engagement with customers.Deliver prompt, accurate, courteous and consistent customer service when dealing with customers and ensure that all obligations, agreements and deadlines are met whilst always seeking positive outcomes for those dealing with the City of Moonee Valley.Undertake customer service duties as required, including relief at other library locations, to ensure efficient operation of the library service.Undertake library tasks as required including placing reservations, joining new members, discussing and assisting with room and equipment bookings, issuing and returning loans, placing reservations and collecting fees and charges.Assist customers in the use of equipment and technology including computers, photocopiers, wireless internet access, online resources, library apps, eBooks and mobile devices.Contribute to the maintenance of the collection through regular shelf reading and shelving.Provide a quality information service and refer queries to specialist staff or supervisor when necessary.Ensure the presentation of the library is inviting and tidy.Undertake other tasks as directed by the Team Leader.Service to Children and Young AdultsUnder the direction of the Children’s and Youth Services Librarian, conduct weekly story time sessions for babies, toddlers and pre-school children, along with school holiday and other promotional activities as required.Contribute to the Children’s and Youth Services team by participation in meetings as required and contributing to discussions. Maintain the children’s and teenage collections and areas in consultation with the Children’s and Youth Services Librarian.Other DutiesResponsibilities and duties included in this position description are subject to the multi-skilling provisions of the Moonee Valley City Council current Enterprise Agreement and or any supplementary agreements and where applicable the appropriate anisational RelationshipsReports to:Team Leader Flemington Library and Reader ServicesSupervises:N/A Internal Contacts:Leisure department staff, Libraries and Learning staff and Council staffExternal Contacts:Members of the general public Accountability and Extent of AuthorityOperates within Council policies and under the provisions of relevant Acts, regulations, codes, standards and policies.Authorised to problem solve minor issues regarding the day to day customer service operations of the library.Required to effectively plan and deliver own workload on a daily, weekly and monthly basis.Oversee resources within the scope of the position as required.Judgement and Decision MakingThe nature of the work is clearly defined with procedures documented.Required to use professional judgement and discretion when problem solving and undertaking the expectations of the role.Guidance and advice for decision-making on complex customer service issues is always available from senior staff and should be sought as required.Decisions regarding children and youth programs must be made in direct consultation with the relevant supervisor.Specialist Knowledge and SkillsAbility to understand the policies and procedures of Moonee Valley Library Service.Understanding of online resources and information sources, including eBooks, library apps and databases.Understanding of technology and the ability to troubleshoot in the use of a wide variety of equipment including computers, laptops, eReaders and mobile devices.Sound computer literacy and Information Technology skills.Ability to engage with and deliver programs engage with and deliver programs for children and young adults.Clear understanding and demonstrated appreciation for the goals of the wider organisation.Management SkillsEffective time management and organisational skills, so as to schedule tasks in a busy customer service environment.Assist and support the community and staff that access the services.Freedom to plan their work at least a week in advance.Ability to work with minimal supervision.Interpersonal SkillsSound verbal and written communications skills.Adaptive communication style that continuously delivers a high level of customer service to our diverse customer base.Ability to work well as part of a team, and interact positively with employees and members of the public, especially in resolving issues and providing service.Qualifications and ExperienceSatisfactory completion of Year 12 or equivalent.Demonstrated customer service experience.Public Library experience is desirable.Key Selection CriteriaSatisfactory completion of Year 12 or equivalent.Well-developed Information Technology skills, including demonstrated experience in troubleshooting of computer and mobile technologies and the online environment.Demonstrated customer service experience.Ability to deliver library services and programs to children and youth. Ability to relate well to a diversity of people and to work and consult with community and professional organisations and pliance ChecksPolice CheckWorking with Children Check ................
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