Patron Services Assistant

Grand View University; Des Moines (IA); On-site; USD 22,041 - 30,307; Full time

Job summary

Grand View University in Des Moines, IA seeks a Patron Services Assistant for a nine-month term to support library users and ensure smooth circulation operations.

Based in the campus library, you will open the library, assist patrons with locating and checking out materials, manage ILL requests, supervise printers, prepare reserves, and contribute to events and displays while providing excellent customer service.

Qualifications

• Two years of higher education experience or a BA preferred.
• Clear and effective communication skills.
• Ability to provide excellent customer service in person, on the telephone, and virtually.
• Experience with commonly used computer software; aptitude for learning operating systems used by the university and library.
• Experience with graphic design software.
• Basic knowledge of the norms and practices of higher education.

Responsibilities

• Provide courteous service at the circulation desk to library users.
• Open the library by 7:45 a.m. on weekday mornings; prepare the library for business.
• Assist patrons with locating, checking out and returning library materials.
• Communicate with students, faculty, and staff regarding materials checked out or borrowed for them on ILL.
• Manage both incoming and outgoing ILL requests; locate and retrieve books, articles, etc.
• Organize reserve materials and maintain the reserves list.
• Accurately and efficiently fulfil requests in the library system.
• Supervise usage of printers/copiers and prepare notices for events.
• Master the use of the library automation system; assist patrons with resources.
• Gather library statistics and provide analysis as requested.
• Create displays and develop programming to support library activities.
• Assist with hiring, supervising, and scheduling work‑study staff.

Skills

Customer service

Communication

Library software

Graphic design

Education

Two years of higher education

BA preferred

Tools

Library automation system

Job description

Job Details

Job Location: DES MOINES, IA 50316. This 9‑month position works the academic year from approximately the last Monday in August through the first Friday in May.

Under the direction of the Director of the Library and Information Resources, the Patron Services Assistant will provide high quality customer service to library patrons, execute and process all circulation procedures, and assist patrons with the use of library resources both inside and outside the institution, including computers and equipment.

Essential Functions of the Job

1. Provide customer friendly service at the circulation desk and assist library users.
2. Open the library by 7:45 a.m. on weekday mornings; prepare the library for business.
3. Assist patrons with locating, checking out and returning library materials.
4. Communicate with students, faculty, and staff regarding materials checked out or borrowed for them on ILL.
5. Manage both incoming and outgoing ILL requests; locate and retrieve books, articles, etc., for patrons; maintain accurate records daily.
6. Organize reserve materials, enter and maintain the reserves list; prepare reserve articles and books; consult faculty concerning student access and copyright compliance, updating the materials as needed each semester.
7. Accurately and efficiently fulfil requests for students, faculty, and staff generated in the library system, e.g., Scan on Demand.
8. Supervise usage and operation of printers/copiers.
9. Produce and distribute overdue notices; maintain relevant files.
10. Master the use of the library automation system essential to circulation desk procedures.
11. Maintain a basic knowledge of the library software and databases sufficient to assist patrons in selecting resources and accessing electronic materials.
12. Produce and post notices for library events or changes in the library schedule, including closures and special events.
13. Gather and compile library statistical data such as gate counts, ILL, patron counts; provide analysis as requested.
14. Create displays and provide informational materials to promote library materials and events.
15. Develop programming and engagement activities to support library or university activities.
16. Oversee usage of library materials and resources by community patrons.
17. Assist with hiring, supervising, and scheduling of work‑study staff.
18. Fill in and/or assist in technical services as required.
19. Work nights and weekends as needed.

Qualifications and Requirements

• Two years of higher education experience or BA preferred.
• Clear and effective communication skills.
• Ability to provide excellent customer service in person, on the telephone, and virtually.
• Experience with commonly used computer software and aptitude for learning operating systems used by the university and library.
• Experience operating various office equipment such as computers, printers, and copiers.
• Ability to interpret and apply library policies and procedures.
• Experience with graphic design software.
• Basic knowledge of the norms and practices of higher education.

Working Conditions

• Sufficient clarity of speech and hearing to communicate effectively.
• Sufficient vision to produce and review varied communications and materials in electronic and hardcopy form.
• Ability to operate office machines, access relevant library materials and use a keyboard.
• Sufficient mobility to transport materials.
• Ability to stoop, reach, and push well enough to perform circulation and delivery procedures and retrieve materials from shelves.
• Handle diverse work problems daily.
• Communicate via verbal feedback in a professional manner.
• Resolve problems, handle conflict, and make effective decisions under pressure.