Library User Services Associate

Job Information
Author ahnationtalk
Date August 27, 2019
Deadline Open
Type Part Time
Company Wilfrid Laurier University
Salary $26.70 - $31.42 - Per Hour
Location Waterloo, ON
Category Admin / Office
Client Wilfrid Laurier University
Contact Information
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Library User Services Associate

Posting ID : 11234
Position Title : Library User Services Associate
Department : Library
Job Type : Part-time, Limited Term
Campus : Waterloo
Reports To : Desk Services Manager

Position Summary :

Wilfrid Laurier University is a leading multi-campus, university known for academic excellence and a culture that inspires lives of leadership and purpose. Laurier has a distinct commitment to teaching, research, experiential learning, sustainability and scholarship, which combine to address critical challenges in society, business, the economy and the environment – globally and in the communities we serve. At Laurier’s heart is its strong student focus, which results in exceptional levels of student satisfaction and a deep sense of community that lives on through the university’s highly engaged alumni.

Laurier takes pride in building meaningful relationships with colleagues and students. The Laurier community supports one another, encourages collaboration and teamwork and respects work/life balance, all while recognizing the importance of a challenging, rewarding and inspiring career. Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well as locations in Kitchener and Toronto.

Diversity is one of Laurier’s core values. The university is committed to providing an inclusive workplace and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

We currently have an opportunity to join the Laurier community as a Library User Services Associate.

Reporting to the Desk Services Manager, the incumbent provides user services, including front-line Library reference and circulation services, through daily, direct contact with students, faculty, staff, alumni, and the public. Reference services involve assisting, advising and training library users in the identification, evaluation and use of the many and varied services and resources required to meet their research needs. Circulation services involve charging, renewing, and discharging library materials, collecting fines, and updating patron records.

The regular hours of work are Friday 10:00am – 6:00pm, Saturday 10:30am – 5:00pm, on-call Sunday as well as other on-call shifts.

Accountabilities :

User Services

Provides in-person and online user services

    • Responds to queries at the library’s in-person and online service points
    • Handles a high volume of requests and multiple simultaneous questions efficiently and effectively
    • Interviews a broad spectrum of library users (students, staff, faculty, the public) to identify their information and research needs
    • Analyzes user needs and identifies appropriate resources and strategies (electronic and print, across multiple subject disciplines) to meet those needs
    • Instructs, assists, and advises Library users in the appropriate use of information resources, search techniques and research strategies
    • Advises Library users on interpreting online borrower records, due times and special conditions related to borrower or item records
    • Explains and helps patrons understand and interpret the services and policies of the Laurier Library and Tri-University Group of libraries
    • Investigates and resolves patron questions, issues, and conflicts over fines and collects fine payments. Collects fines and reconciles deposits for fees collected.
    • Registers, updates records and validates borrower cards
    • Charges, renews, and discharges library materials {including TUG and Reserve requests)
    • Assists and instructs users on using library equipment, including printers, photocopiers, public computers, and microfilm readers
    • Monitors the status of library equipment, troubleshoots problems, places and follows up on service calls as required

Maintains current skills and knowledge

    • Maintains current knowledge of the services and policies of the Library, the University, and the Tri-University Group of libraries consortium.
    • Actively maintains skills and updates knowledge of frequently-changing research resources through self-study and participation in regular training
    • Mentors, shares knowledge, and communicates regularly with other user services

Participates in other user services activities

    • Participates in activities and special projects related to the functioning of the Library’s user services, for example:
        • Attending department meetings and composing minutes
        • Compiling and providing basic analysis of departmental statistics
    • Preparing, creating, and updating information handouts, user guides, signs, and web content
    • Assisting with creation of guidelines and procedures for user services staff

Student Assistant Interaction

    • Provides functional instruction/guidance to student
    • Ensures adherence to quality standards for student employees for events/activities.

Health, Safety and Facilities

    • Follows procedures for maintaining a safe and welcoming environment in the
    • In the absence of library administrative personnel responds to general inquires relating to building and security as per departmental
  • Responds to health, safety, and facilities issues in the absence of library administrative personnel and provides Initial response to emergencies, all as per departmental

Qualifications :

  • University degree
  • At least 2 years of public service experience in a library job, preferably in a college or university library
  • Strong public service interest and skills
  • Excellent organizational skills
  • Ability and ongoing commitment to adapt and learn continuously
  • Excellent analytical and problem-solving skills
  • Superior communication and listening skills
  • Ability to be creative and take initiative in finding solutions to patron queries
  • Ability to interact diplomatically with the public, respect the privacy of library users and maintain confidentiality
  • Ability to handle pressure, stress and conflict In public service situations calmly, tactfully and with discretion
  • Ability to multitask and handle multiple tasks in a fast-paced environment
  • Understanding of and sensitivity to the service needs of library users with diverse backgrounds, including an understanding of issues related to effective service provision for people with disabilities
  • Ability to set priorities and accomplish tasks effectively
  • Ability to work both independently and collaboratively as a team member
  • Demonstrated good judgment
  • Ability to recognize limits of knowledge, ask questions of and refer issues to senior colleagues
  • Accuracy and attention to detail
  • Above average computer skills including good knowledge of standard office software, strong Internet searching skills, good bibliographic search
Grade : WLUSA-05
Salary : $26.70 – $31.42
Salary Notes : This is a part-time, limited term position, 15 hours per week from September 2019 to February 2020.
This position is eligible for educational equivalencies:

Please Note :

This position is represented by the WLU Staff Association bargaining unit.

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity and Accessibility at We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or

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