Public Services Assistant - Multiple Locations - 22.5, 30, and 40 Hours

Join the King County Library System as a Public Services Assistant! This recruitment will be used to build a pool of qualified candidates for vacancies across the entire county as we expand service to our communities. Available schedules, hours, and work locations will vary by vacancy and will be discussed with candidates during the hiring process.

About the role

Public Services Assistants play a vital role in connecting patrons with the resources, technology, and services they need. In this position, you'll provide responsive and knowledgeable support through in-person, online, and phone interactions, helping patrons access library resources, troubleshoot technology, navigate information, complete circulation transactions, and participate in library programs. Every interaction contributes to creating a welcoming, inclusive, and positive library experience.

About King County Library System (KCLS)

KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. We create opportunities through meaningful connections by acting as the knowledge sharing center for over 1.5 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs. Approximately 1,000 engaged and passionate staff provide service in 50 community library locations and patron engagement using direct outreach, programs, and virtual assistance.

Our service area includes cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle. From a 2021-2022 comprehensive Diversity, Equity, and Inclusion (DEI) Assessment Demographics and Language Report, of the more than 1.5 million residents who live within the KCLS service area, almost half identify as Black, Indigenous, or People of Color (BIPOC). Moreover, roughly one-third of the KCLS community speaks a language other than English as their first language.

The King County Library System values the diverse perspectives, lived experiences, and cultures of all qualified individuals. We seek applicants that reflect the diversity of the communities we serve and encourage individuals of all backgrounds to apply, including BIPOC (Black, Indigenous, and other people of color), immigrants, refugees, women, LGBTQIA+, individuals with disabilities, veterans, etc.

KCLS welcomes reasonable accommodations for persons with disabilities as an opportunity to assist qualified individuals to participate in the job application or interview process and/or perform the essential functions of the position upon hire. Need an accommodation to apply or interview? Call (425) 369-3224 or email employment@kcls.org.

Responsibilities

Essential Duties

• Provides information and readers’ advisory assistance in person, online, and over the phone.
• Facilitates patron use of library collections through reference interviews, literature, electronic searches, and instruction in the use of catalogs, paper and electronic resources.
• Educates, trains, and assists patrons with library technology, equipment and resources. Troubleshoots basic technology issues and reports equipment repair needs and non-routine maintenance, as necessary.
• Assists patrons and staff with full range of circulation duties, including check-in/check-out, use of materials handling equipment, shelving materials, locating materials at different locations, and patron account problem resolution.
• Supports patrons and system staff with scheduling and using the library facility, including meeting and study rooms.
• Upholds the principle of intellectual freedom. Responds to related inquiries and refers challenges as appropriate.
• Resolves patron incidents, concerns and conflicts ensuring the Code of Conduct is followed or redirects as appropriate.
• Promotes and displays materials, services, and programs.
• Assists with delivery, preparation and staffing support of library programs and outreach.
• Performs daily cash handling and register functions, and associated reconciliation and deposits.

Secondary Duties

• Attends and actively participates on internal committees.
• Provides mentoring and training for staff in areas of expertise.
• Performs duties of lower classifications as needed.
• Performs other related duties as assigned.

Core Competencies

• 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 about differences.
• 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 equitable services, and forge meaningful connections.
• Ethics, Values and Judgement: Exercises best judgment, trustworthiness, and professional standards of conduct. Consistently demonstrates organization’s values, moral principles, and accountability in 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 and comfortably handle risk and uncertainty. Does not exhibit excessive need to control or track. Can ‘let go’ and move forward in uncertainty.
• Teamwork/Collaboration: 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.

Requirements

Education and Experience

• Associates or technical degree or certificate.
• Three years’ experience in a library or other service-oriented setting.
• Any equivalent combination of education and experience that provides the necessary qualifications to successfully perform the duties of the position will be considered.

Knowledge and Skills

• Proficiency in basic computer operations troubleshooting.
• Proficiency in software programs including Microsoft Outlook, Word, Excel, and PowerPoint.
• Model for customer service mindset and delivery.
• Develop and maintain cooperative working relationships.
• Demonstrated commitment to community.
• Maintain calm in stressful and ambiguous situations.
• Analytical and decision-making skills to assess an issue to determine an optimal solution.
• Flexible in an environment with constant interruptions.
• Attentive to detail and accuracy of tasks.
• Adept communication and listening skills with various and diverse audiences.

Physical Demands & Work Environment

Physical Demands: While performing the duties of this job, the employee will:

• Frequently stand and walk throughout work shift and occasionally will sit.
• Frequently reach out at chest level and occasionally reach up or down with hands and arms.
• Frequently use hands in conjunction with frequent finger use. Keyboarding may be repetitive up to seldom.
• Rotate neck up to occasionally.
• Change tasks depending upon the shift.
• Require extensive close work, including use of a computer monitor.
• Occasionally bend, stoop, or twist at waist and squat or crouch.
• Frequently lift and carry up to 10 lbs. and seldom lift and carry up to 35 lbs.
• Seldom push or pull carts and wheeled equipment with light to moderate force.

Work Environment: Work is performed in a typical library environment. Interactions with individuals that involve behavior issues may occur. Resources are available to assist with identifying solutions or actions. Work may occasionally be near moving mechanical parts or high speed automated systems. Incumbent must be available for a varied work schedule, including evenings and/or weekends, which may change periodically. Travel between assigned work locations may be required.