Tauranga City Council Position Description Position Title: Community Librarian – Reference Position Number: Group: Community Services Division: Responsible To: Supervisor : Greerton / Mount & Mobile / Papamoa Responsible For: N/A Position Status: Permanent Full Time Date: May 2015 Delegated Authority: 2LS23A-C Libraries Refer to Council Delegation Manual Position Purpose: Responsible to the Supervisor in your area to assist the public and undertake duties in your designated Library Organisation Context: General Manager: Community Services Manager: Libraries Team Leader: Library Customer Services Supervisor: Papamoa Branch Library Assistant Community Librarian: Reference Community Librarian: CaTS Relief Assistant: Circulation Student Library Assistant Functional Relationships: External Internal  Library Customers  Team Leaders  General Public  Information/Reference Librarians  Library Staff  Other Council Staff External Committees and Groups TCC Ref: 6508132 Key Result Areas: Success looks like…. What I am supposed to do 1. Customer Service      Ensure high quality delivery of Customer Service by following Library procedures Respond to all enquiries and direct to appropriate areas Assist with presentation and promotion of Library Collections Help ensure library is tidy and welcoming Oversee daily operations in absence of Branch Supervisor        Customer feedback is positive and complimentary of effective service given A friendly and helpful image is being projected Customers receive accurate and professional information Enquiries and complaints dealt with in accordance with Council’s service philosophy Shelf order of items ie Dewey and alphabetical sequence is maintained ensuring shelves are tidy and displays filled The library is a comfortable, safe and welcoming environment for customers to enjoy The library runs smoothly in absence of Supervisor 2. Circulation Operations     Deliver effective circulation processes and services Staff desks according to roster Resolve customer issues in circulation matters as they arise, such as complaints or unusual requests Ensure the administrative tasks are completed to support library activities     Staff member is competent with Library Management System and circulation procedures are implemented consistently and correctly Desks are staffed as rostered, high quality customer service delivered Matters are resolved within acceptable timeframes Administrative tasks are completed accurately and on time, eg accurate banking and cash management completed 3. Delivery of Information Services     Provide professional assistance to answer customer information enquiries Assist with identification of any gaps in the collection Be aware of, and promote council initiatives, and keep all staff updated Support colleagues in information and readers’ advisory work by liaising with information services team and collection management, and providing training to colleagues       Customer’s need is assessed correctly Library and online resources in all formats are used effectively to meet customer needs Unmet needs to be recorded to help fill gaps in the collection Council materials displayed correctly and staff able to explain them to customers All staff able to respond to enquiries promptly and accurately All manuals and documents kept up to date. TCC Ref: 6508132 4. Key Corporate Responsibilities       Actively participates in and complies with all Health, Safety & Wellness initiatives and requirements. Uses Code of Conduct, Corporate policies, Procedures, processes, Systems and Business Conventions when undertaking roles Adheres to Council policies Staff are supported to actively identify and participate in training initiatives to develop themselves and their role specific skills Actively supports our corporate sustainability strategy, Sustainable Steps Supports and participates in all relevant legislation and undertakes obligations         Health, Safety and Wellness initiatives are supported and actioned as part of standard work practices. Code of Conduct, Corporate Policies, Processes, Systems and Business Conventions are used when undertaking this position. Council policies are followed. You actively participate in training initiatives. Our Sustainable Steps corporate sustainability strategy is applied to your work practices. Legislative obligations are followed. You actively participate when TCC needs to activate its Emergency Management plans. You openly take on other duties as reasonably requested of you Person Specifications: Qualifications Essential: Desirable:    Tertiary library qualification or equivalent Current Full Drivers Licence LIANZA registration Knowledge and Experience Essential: Desirable:  Minimum of 2 years relevant experience in libraries or related field  Leadership skills   Familiarity of Tikanga Maori Proven people skills  Knowledge of books and information sources  Confident with popular information devices such as e-readers, mobile phones Key Behaviours Tauranga City Council’s key behaviours are:  TCC People: People who are fully effective are friendly and professional. They recognise each other’s contributions, are open and honest, while being respectful, and know how and when to have fun.  People First: People who are fully effective provide outstanding service (internal and external) every time by consistently meeting expectations for customer service delivery, regularly engaging with customers to ensure that we are meeting their needs, maintaining a focus on ensuring business processes are designed to improve efficiencies and ensuring they have the knowledge and ability to provide good customer service. TCC Ref: 6508132  Working together: People who are fully effective work together with others to make a difference, by delivering on their commitments, sharing the load, showing initiative, acknowledging the roles and responsibilities of others, and celebrating achievements.  Effective Communication: People who are fully effective use appropriate communication actions for their audience/s, always act in a pleasant, courteous and respectful manner, are careful about the use of jargon and technical terms, use approved methods for the message and the audience, actively listen, receive feedback and check for understanding.  Personal Effectiveness: People who are fully effective get things done and make things happen by helping out, has a high standard of work, puts forward ideas, knows where they fit in, recognises work well done and learns from mistakes. Job Specific Competencies required for this role:  Concern for Quality: People who are fully effective will implement standards for quality within their area of responsibility, ensure we operate in an ethical manner, incorporate quality measures into the performance of tasks and will identify further enhancements to quality measures. Their actions will ensure that attention is given to detail and concern is shown with delivering a high quality, right first time, service.  Planning and Organising: People who are fully effective plan and organise to be able to implement components of action plans for the activity area. They will prioritise time to meet agreed deadlines and will factor in operational constraints.  Impact and Influence: People who are fully effective have the ability to gain co-operation and support from other people and achieve “buy in” for their own agenda, use intuition to understand other’s perspectives and use this to tailor their own message, and have a clear appreciation of how they come across to others.  Systems & Administration Efficiency: People who are fully effective use systems and resources appropriately, understand the need for attention to detail and can prioritise workload. They can identify and escalate ways of doing things more efficiently and effectively. TCC Ref: 6508132