Patron Relations Assistant

Department: Library Title: Library Assistant – Patron Relations Division: Community Resources and Patron Relations Reports To: Deputy Director/ Community Resource Specialist Date: June 2023 Status: Nonexempt The library reserves the right to modify this and every job description in whole or in part at any time.
Work Schedule Part time, rotating evenings and weekend hours.
General Job Description Under general supervision, works collaboratively across library departments to promote and maintain a safe and secure environment while interacting with users and staff in a positive and professional manner.
This position works to create working relationships with patrons, foster cooperation and goodwill, preserve order, promote safety and security, enforce patron expectation and behavior policies, deter misconduct, and safeguard assets.
Distinguishing Features of Position * Extremely high level of direct public contact regularly, including staff support * Flexibility to handle situations at all three locations and across departments * Some freedom in negotiating expectations of patron behavior in accordance with library policies, procedures, and guidelines * Total access to patron database and patron accounts in alignment with state and federal privacy regulations * High level of accuracy and strong attention to detail needed in fulfillment of duties * Ability to work under stressful conditions, exercise good judgement, and respond quickly in emergencies * Excellent interpersonal and conflict resolution skills * Ability to communicate clearly, both verbally and in writing * Ability to resolve conflicts and negotiate solutions without escalating tense situations, resorting to force, or provoking unneeded conflict * Ability to elicit cooperation and compliance under difficult or stressful circumstances Primary Duties * Circulates among visitors and employees to preserve order and protect property while ensuring a positive patron experience * Makes regular rounds of the interior and exterior of the library’s facilities * Patrols and monitors library facilities in order to identify, prevent, and respond to violations of Patron Expectations and Behavior Guidelines or other library policies * Evaluates problems related to library safety and takes appropriate preventative and protective actions, requesting managerial support as needed * Investigates and handles disturbances, responds to staff calls for assistance, and, as needed, initiates calls to crisis, police or other emergency personnel * Enforces banning policies and procedures when necessary.
* Records and maintains necessary documentation, including documentation of incidences in a professional manner on the Incident Reporting System * Utilizes library-related technology including but not limited to: camera surveillance system, electronic incident reporting system, email, and voicemail * Assists in closing procedures and ensures building is clear and secured * While on duty during emergency situations, acts as the Designated Evacuation Coordinator Secondary Duties * Participates in training (annually at minimum) on relevant topics such as mental health, homelessness, security, crisis intervention, or other manager approved topics * Assists department managers in all duties and projects related to the functions and responsibilities of the departments.
These niche duties are assigned according to changing departmental needs and individual staff strengths/talents * Attends and participates in departmental and library meetings as approved * Develops and maintains a high level of knowledge and awareness of library policies, operations, services and programs and communicates them routinely and effectively to customers and co- workers * Provides support for library wide programs * Recommends policy and procedural changes * Other duties as required Qualifications * High school diploma or equivalent.
* Experience and competency working with diverse populations * Able to act calmly and with composure in difficult situations.
* Experience working with patrons or customers experiencing homelessness, mental health crises, abuse, addiction, or other challenging circumstances * Empathetic, able to provide excellent internal and external service.
* Excellent observation skills, an ability to remain alert and attentive, anticipate potential disruptive behavior and safety or security threats and take preventative action.
* Ability to prepare clear, detailed and accurately written reports.
* Knowledge of community resources (safety, emergency, social services).
* Ability to work well with staff and public.
* Able to understand and perform routine library procedures.
* Able to communicate effectively with staff and public; fluent in English.
* Personal computer fluency including e-mail, Microsoft Office or comparable office software.
* Able to be well organized and prioritize tasks.
* Ability to communicate effectively with all segments of the population * Work successfully in a team environment.
* Dependable work and attendance habits.
* Able to create and maintain effective public relations.
* Some knowledge of library materials, techniques, and procedures is desirable.
* Ability and initiative to work independently and efficiently with minimal direction.
* Valid driver’s license.
Physical Demands * Frequent movement through the spaces, frequently holds stationary positions (upwards of 2 hours at a time).
* Position involves moving objects that weigh at least thirty (30) pounds and the ability to transport at least one hundred (100) pounds on wheels.
* Extensive movement is required to reach and adjust items at floor level and at or above standard desk height.
* Ability to operate computer keyboard and mouse.
* Able to assess written communication in a variety of formats including print or digital.
* Able to communicate effectively with staff or patrons, exchanging information as needed.
Service Expectation for All Library Employees Service, both to our public and internally, is the highest priority for the organization.
For positions in public service roles, employees are expected to be scheduled at a public service point for up to 50% of their workweek.
For positions where providing programming is a primary duty, up to 25% of work time may be scheduled at a public service point.
On occasions of staffing shortages, employees may be required to cover desk shifts beyond the basic percentages listed.
Employees in roles without regular public-facing duties may be called upon to assist with tasks outside of their usual work, including but not limited to working public service points or providing support in another way so that coverage may be achieved.
General Requirements for All Library Employees * Ability to project workplace image of specific job title.
* Ability to adapt to change.
* Ability to develop and maintain positive working relationships with co-workers.
* Ability to comprehend and follow library policies and procedures.
* Ability to develop an awareness of library-wide operations.
* Ability to exercise good judgment at all times.
* Ability to meet physical requirements of specific job title.
* Participates in monthly staff, department & management team meetings.
Job Performance Standards * Actively supports La Crosse Public Library’s mission.
* Maintains patron confidentiality and library rights.
* Adheres to library guidelines, work rules and other employee policies.
* Conveys a courteous, kind, and professional attitude.
* Fosters and maintains positive public relations for the library within the community.
Required Talents & Leadership Competencies Talents: service, ethics, arranger, responsibility, creativity, empathy, persuasion Talents * Service: a drive to be of service to others * Ethics: a clear understanding of right and wrong which guides actions * Arranger: an ability to orchestrate * Responsibility: a need to assume personal accountability for work * Creativity: ability to break existing configurations in favor of more effective/appealing ones * Empathy: an ability to identify the feelings and perspectives of others * Persuasion: an ability to persuade others logically Job Type: Part-time Pay: From $20.
63 per hour Expected hours: 20 per week Benefits: * 401(k) * Dental insurance * Employee assistance program * Flexible schedule * Flexible spending account * Health insurance * Life insurance * Paid time off * Professional development assistance * Retirement plan * Vision insurance Schedule: * 4 hour shift * 8 hour shift * Day shift * Evening shift * Monday to Friday * Weekends as needed Experience: * Customer service: 1 year (Preferred) Ability to Relocate: * La Crosse, WI 54601: Relocate before starting work (Required) Work Location: In person