Purpose

The public service team’s focus is delivering customer service and hospitality. Team members spend most of their time at the public service desk or on the service floor unless otherwise assigned. Team leads also perform management activities such as participation in meetings, supervision of the library, and guiding team members in providing excellent customer service and library assistance to all patrons.

All Public Services Job Requirements

Basic Functions

• Greet patrons as they arrive and depart from the library.
• Assist patrons and answer general questions with professionalism.
• Assist in maintaining discipline and good order in the library.
• Assist with the physical security of the library and its equipment.
• Perform basic tasks in custodial maintenance of all facilities and grounds as necessary.
• Perform all other duties as assigned.

Professional Library Work

Non-professional library staff are not certified and must spend less than 75% of their time performing or supervising professional library work. Professional library assistants are certified and spend at least 75% of their time performing or supervising professional library work, which includes youth, teen, and adult services delivered as one of the following categories:

• Programming
• Outreach services
• Information services (reference, readers’ advisory)

Administration determines if an individual’s position is designated as certified. Certification is specific to the individual, not the position, and may vary as needs change.

Specific Responsibilities

Team lead must be satisfy the responsibilities of LC3, LC2, LC1, LA positions as listed below.

The library clerk (LC3) must satisfy the following responsibilities:

• Perform collection maintenance such as shelving, shifting, shelf reading, and merchandising.
• Use the integrated library system (ILS) with basic proficiency to run holds lists, check in materials, and count in-house use.
• Regularly work in public services, which may include evenings and weekends.

The library clerk (LC2) must satisfy all the above and the following responsibilities:

• Use the integrated library system (ILS) proficiently to perform all patron-facing and circulation functions.
• Assist patrons, answer information requests, and help locate materials.
• Engage patrons with library services through verbal interactions and the creation of displays and marketing materials.

The library clerk (LC1) must satisfy all the above and the following responsibilities:

• Assist patrons in using and accessing library technology services.
• Satisfy patron information needs by effectively providing reference and readers' advisory.
• Assist with basic genealogy research, organization of genealogical records, and data entry of historical documents into electronic storage or physical media.

The library assistant (LA5) must satisfy all the above and the following responsibilities:

• Liaise with vendors, partners, and third parties as needed.
• Plan and proficiently conduct any one category of professional library work.

The library assistant (LA4) must satisfy all the above and the following responsibilities:

• Plan and proficiently conduct any two or more categories of professional library work.The assistant TEAM LEAD (LA4) must satisfy all library clerk responsibilities and the following:
• Supervise and guide daily staff activities and assess workflows for optimal efficiency.
• Ensure that the organization of library materials, supplies, or equipment on the service floor and physical work areas meets and exceeds presentation standards.
• Effectively handle patron complaints, informational queries, or escalated public service needs.
• Act as manager on duty and administer an initial response to emergencies, but always with more experienced management team members present.
• Collaborate with the management team to plan library services and staff management.
• Manage volunteer onboarding, activities, and schedules.
• Effectively communicate team and system goals to support consistent service standards.
• Identify training opportunities, and assist with team member training.
• Report on team performance, operations effectiveness, mission-related objectives, and deadlines.
• Collect and report data for system-wide reports and statistics.
• Successfully execute building-wide merchandising initiatives as directed.

The assistant TEAM LEAD 1 (LA3) must satisfy all the above responsibilities and the following:

• Primary assignment at a large-capacity branch only: all above functions.
• Primary assignment at a small-capacity branch only: focus on youth services, adult services, or circulation. Serve as the manager on duty with no other management staff on location. The TEAM LEAD 2 (LA3) must satisfy all assistant TEAM LEAD responsibilities, and the following:
• Serve as the manager on duty when no other management staff is on location.
• Primary assignment at a small-capacity branch only: focus on youth services, adult services, or circulation. Serve as the manager on duty with no other management staff on location.

The TEAM LEAD 1 (LA2) must satisfy all the above responsibilities and the following:

• Primary assignment at a large-capacity branch.
• Focus on youth services, adult services, circulation, or genealogy.

Qualifications

• High School diploma or equivalent required.
• Indiana Public Librarian Certification 5, or ability to obtain, is required only for a staff member designated by the administration as a professional library assistant.
• Able to work with people of all ages.
• Demonstrate strong oral and written communication skills.
• Willing and able to learn computer skills, applications, and devices relevant to the position.

Team Lead Specific Qualifications

• Library or customer service experience is required.
• ALA-accredited master’s degree in library or information studies preferred.
• Management experience preferred.

Physical Tasks & Work Environment

• Lift and move up to 20 lbs and push or pull at least 100 lbs on wheels.
• Engage in extensive bending, stooping, pulling, reaching, kneeling, and crouching.
• Stand on a stool to shelve books overhead.
• Communicate effectively.
• Operate technology equipment.
• Use hands and fingers to handle books, paper, and technology with manual dexterity.
• Engage in repetitive tasks.
• Tolerate exposure to dust, dirt, adhesives, toner, and chemicals.
• Complete work onsite at any of our branch locations as needed.
• Willing and able to work evenings and weekends.