Patron Services Assistant, Social Law Library, Boston MA

Job Title:                                 Patron Services Assistant

Date Written:                          November 4, 2013

Library Unit:                          Patron Services (Collection Maintenance, Circulation, Document

Delivery)

Immediate Supervisor:           Assistant Director of Library & Research Services

This job involves consistent interaction with library patrons both in person and over the phone to help them locate materials in the print and online collections. A Patron Services Assistant must be comfortable working in a group with frequent interruptions and have the ability to communicate clearly with fellow library staff and library patrons. A customer service work ethic and the ability to juggle multiple ongoing projects are expected. The Patron Services Department works closely with the Reference and Membership Departments to provide efficient and on time library services.

Job Duties and Responsibilities (Includes approximate percentage of time spent on each):

1. Staffing the Circulation desk (30%)

Greeting patrons when they enter the library; making sure members and non-members properly log in to the library system; providing orientation to the library and the collection; checking materials in and out; corresponding with patrons via phone, email and in person; retrieving materials for patrons requested via phone, email or online catalog; referring patrons to the Reference Department; communicating with the Reference Librarians; and opening and closing the Library.

2. Filling Document Delivery orders (30%)

Receiving and retrieving copy orders placed by phone, email, fax, online or in person; copying and scanning materials using photocopier or microfiche reader/printer to fill orders; delivering orders via email and USPS; running credit card information; using an online order system to track and maintain orders; retrieving court documents from the Supreme Judicial Court and Appeals Court Clerk’s office.

3. Performing Collection Maintenance (30%)

Primarily includes scanning and shelving materials in the library by location and call number; shelf reading for accurate call number order; updating loose-leaf filing volumes as needed; and assisting with collection shifts, stack labeling or other clean up projects.

4. Other duties as assigned (10%)

These can include everything from helping to set up for library events and sending bulk mailings to placing service calls for broken copiers and managing library card problems.

Position Requirements:

Education:    Bachelor’s degree and current enrollment in a library science program also required.

Experience:    Prior library experience using Innovative’s Millennium modules; law library experience preferred.

Knowledge and Skills:    Patron service work ethic required. Must be detail oriented and able to follow instructions. Ability to work independently and maintain harmonious working relationships. Ability to work well with frequent interruptions. Knowledge of basic computer skills including OPAC searching. Must be comfortable with frequent telephone and computer use.

Contact with Others/Scope of Authority:  Frequent contact with Library members, visitors and staff.

Working Conditions:   The Social Law Library is an air-conditioned smoke-free facility. Position requires stamina to load, unload and push book trucks and work on one’s feet for periods of up to three hours at a time. Job entails some moderate lifting and furniture moving.