Patron Experience Staff – McAuliffe Branch Library, Framingham Public Library, Framingham, MA

Posted September 2, 2021

Description:

Provides exemplary customer service for the Framingham Public Library, the premier resource for
free inquiry, creative enrichment, and lifelong learning. Exemplifies flexibility, diplomacy, and
enthusiasm for library customer service to the vibrant and diverse population of Framingham.

Essential Functions:
(The essential functions or duties listed below are intended only as illustrations of the various
types of work that may be performed. The job functions listed herein are neither exclusive nor
exhaustive, but are intended to be illustrative of the types of tasks the employee will most
likely be expected to perform on a regular basis. The employee may be asked to perform
different or additional tasks than the ones listed here, as the needs of the employer and/or
the requirements of the position change.)
 Performs circulation duties, and provides a warm, welcoming, and accessible patron experience
for all library users.
 Handles patron transactions, which includes issuing library cards, checking materials in and out,
and collecting fees and fines
 Provides information about library services, policies, and procedures. Provides directional
information.
 Assists patrons in borrowing and using all library materials, placing holds, and accessing digital
resources.
 Facilitates interchange of materials between the Main Library and Branch.
 Resolves patron circulation concerns and responds in a positive and flexible manner. Refers
issues to Library Administration as required.
 Protects confidentiality of patron records according to library policy and Massachusetts General
Law.
 Provides Reader’s Advisory and secondary reference.
 Participates in the maintenance of an attractive, current array of library materials.
 Creates attractive displays to showcase and highlight library materials of all kinds.
 Participates in shelf reading and weeding.
 May process foreign language deposit collections for circulation.
 Performs various functions associated with maintenance and access to library collections.
 Creates custom reports to facilitate management of library collection or patron database.
Updates, retrieves, and interprets data in the library system.
 Participates on library committees as directed. Makes recommendations for service
improvements.
 Monitors safety of the library facility for employees and the public. Responds appropriately to
emergencies and keeps Library Administration informed of any problematic situation.
 May cover the Main Library or Bookmobile as needed or assigned.
 May plan and lead library activities.
 Follows safe work practices.
 Performs other duties as assigned. 

Physical Requirements:
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
 Work is performed mostly in an office setting; hand-eye coordination is necessary to operate
computers and various pieces of office equipment. Specific vision abilities required by this job
include close vision and the ability to adjust focus.
 While performing the duties of this job, the employee frequently is required to stand and talk
or hear; use hands and fingers to handle, feel, or operate objects, tools, or controls and reach
with hands and arms.
 The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, or crouch.
 The employee must occasionally lift and/or move up to 40 pounds.

Supervision Received:
Head of Patron Experience and Head of Branch services

Job Environment:
Work is performed primarily in an office environment with normal office noise and traffic

Qualifications

Education, Training and Experience:
Bachelor’s degree; one or more years’ experience in library services preferred, or any equivalent
combination of training and experience which provides the following knowledge, ability, and skills.

Knowledge:
Integrated Library Systems (ILS), Innovative Sierra preferred
Library procedures and procedures
Microsoft Office and Google Suite

Abilities and Skills:
 Work under pressure
Exhibit diplomacy, tact, flexibility, and initiative
Troubleshoot basic technology
Embrace change and contribute to the overall mission of the library
Participate as an effective and enthusiastic member of the Library team
Successful work in a fast paced and dynamic environment
Exemplary customer service skills to ensure excellent patron experience
Excellent communication skills
Organization and time management skills
Familiarity with Spanish or Portuguese desirable

Full/Part Time

Part Time

Education

BA/BS

Salary Range

$18.71 – $25.54  / hour

How to apply:

Please visit our website to apply: www.framinghamma.gov/jobs