Library Assistant II | Yankee Clipper Branch

• Greets visitors; responds to inquiries and answers general questions related to library services and processes, and/or guides them to appropriate staff
• Effectively manages challenging patron interactions through de-escalation 
• Provides assistance to library patrons including basic account management, reference services, reader’s advisory, technology support, and library information
• Communicates with internal and external stakeholders to facilitate service to the public
• Receives training to provide support systemically at all public service desks; works in other library departments at all locations as needed
• Develops meaningful relationships with families and helps build community among program participants
• Represents GRPL at community events and outreach opportunities
• Assists with planning and implementation of programs and services
• Assists other staff with special projects, research and idea generation; may write, proofread, or edit reports or other documents as needed
• Performs general administrative duties in support of the location or department; may include cash handling, placing supply orders or service requests, and assisting with location equipment issues and maintenance
• Collects, compiles, and reports statistics related to library resources and programs
• Ensures the maintenance, presentation, and accessibility of GRPL's collection
• Respond to and/or direct inquiries to GRPL spaces and services
• Manage patron expectations and behavior in public spaces; ensures a safe and welcoming environment for staff and patrons
• Assist in navigating internal and external technology resources, including but not limited to digital resources, basic email and word processing, internet access, and personal devices.
• Ensures patron privacy and abides by library procedures and state laws
• Performs other tasks of a similar nature as assigned

Required:

• High school diploma or a GED

• A college degree
• 2 years of customer service experience, library experience, cash handling experience, office experience, or some equivalent combination
• Ability to communicate effectively in Spanish

• Ability to:
  • Provide consistently friendly, accurate, and efficient service to GRPL patrons and staff; ability to make independent and reliable decisions related to patron experience
  • Demonstrate strong de-escalation skills to effectively manage challenging patron interactions
  • Establish and maintain positive working relationships with coworkers and the public; work collaboratively
  • Assist and instruct patrons around hardware and software issues as they relate to library resources and public workstations
  • Conduct storytimes in front of varying groups and demographics
  • Manage emotions in the workplace and maintain professional composure and judgement
  • Communicate effectively and professionally with diverse groups both verbally and in writing
  • Add, subtract, and perform basic accounting calculations accurately and efficiently
  • Set and meet priorities; adaptability and judgment to reprioritize as needed throughout the course of a shift
  • Perform standardized processes accurately and consistently; follow procedures in processing forms and other communication
  • Make independent and efficient decisions and work without close supervision
  • Maintain an organized and effective work process; flexibility to adapt to changes and updates to processes
  • Maintain library records and prepare reports
  • Work 20-24 hours per week; work evenings and weekends
  • Work at various desks and locations
  • Learn GRPL’s patron experience standards and library policies to provide basic account management, reference services, reader’s advisory, technology support, and library information
  • Apply patron privacy standards in a wide variety of circumstances with internal and external stakeholders
  • Work with supervisor and process feedback regarding job performance
• Understanding of:
  • General office procedures, processes, and equipment; ability to operate a variety of office equipment including computer workstations, typical electronic devices, cash register and POS systems, and software
  • Early childhood learning, literacy, and Every Child Ready to Read philosophies
  • Modern library methods and techniques
  • Grand Rapids community, books, and authors

Please note the following:

• A cover letter is required
  • Applicants should attach a cover letter in PDF format that describes their interest in the position, their interest in working at GRPL, and how these interests connect with personal or professional goals.
• All communication regarding this position will be done via email. Please ensure that your email address is up-to-date on your account profile.
• To be eligible for this position, you must apply through the City of Grand Rapids Job Opportunities page here.