Reference Librarian (On-Call)

Serving the public and helping someone select the right material, all with a smile, is second nature to you. You are a tenacious researcher with an outgoing customer service attitude.  You are nimble with technology and a patient teacher.  You display a high level of cultural sensitivity and respect while providing resources and options, and can manage a high traffic reference desk.
 
Is this you? Are you interested in joining an innovative, fun, values-focused team?  The Wilsonville Public Library is seeking On-Call Reference librarians.  Submit your application materials today! Please ensure you complete all sections of the application and answer all supplemental questions. Additional information regarding this position, including minimum qualifications and essential job functions, can be found in the job description below.

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The Reference Librarian performs professional level reference and reader's advisory assistance to the community. The Reference Librarian will perform collection development and collection maintenance duties, and may develop programming for the Library or perform other duties in support of the Library's professional services to the public. The Reference Librarian may be assigned to the Adult Services or to the Youth Services area.

 

The Reference Librarian reports to the Library Supervisor. The Library Services Manager, Adult Services Librarian or Youth Services Librarian may coordinate the work of the Reference Librarian as well.  This position will not have a dedicated work schedule, as it is on-call.  

The following tasks are representative and are not to be considered all-inclusive.
 

• Acknowledge customers when they enter a city facility by greeting them with a smile and positive tone of voice whether in person, on the phone or in email.  
• Gather necessary information to assist the customer.  Where possible, handle issues/questions/requests without transferring customer to someone else.
• Seek out answers to questions first; if unsuccessful provide name/contact information of someone who can assist.  
• Listen, understand, and clarify to gain in depth understanding of the needs to ensure they are being met.
• Address difficult or contentious issues in a constructive manner.
• Be positive and enthusiastic when speaking with customers.  

• Be courteous and polite.
• Treat customers with dignity and respect.  
• Understand customer's expectations and treat them as a priority.
• Actively listen and give customer undivided attention.
• Appreciate differing perspectives, opinions, and needs.
• Demonstrate integrity and build trust through credibility, reliability, commitment, and ethical behavior.

• Provide prompt and reliable service.
• Respond to phone/email as soon as possible.
• Follow through in a timely manner on commitments made to customers and provide estimated timeline for completion.
• Change voicemail and email when out of office/unavailable and provide alternate contact person for customers.
• Demonstrate a "can-do" approach.
• Exhibit problem-solving skills leading to sound judgment and quality decisions.

Education & Experience:
A Master's in Library Science and at least one year of related experience.
- OR -
Nearing completion (within six months) of a Master's in Library Science and two years of Library experience.
- OR -
Five years of progressively responsible experience in a professional level position within a Library.
- OR - 
Any equivalent combination of education and related experience.
 

Licensing & Other Requirements: Requires a valid driver license.  

Knowledge, Skills, & Abilities

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.
• Knowledge of general library collection development and reference techniques and reader's advisory functions.
• One or more subject specialties such as children's literature, business resources, genealogy and local history resources, medical resources, etc.
• Ability to listen to and communicate effectively with patrons, individually or in groups.
• Ability to interpret and apply department policies and procedures in making work decisions or in providing information to others.
• Foreign language competency may be required.
• Ability to write effectively.
• Ability to interpret the information needs of a diverse community.
• Ability to perform for or teach adults or children effectively.
• Ability to communicate information and ideas in speaking so others will understand.
• Ability to read and understand information and ideas presented in writing.
• Ability to communicate information and ideas in speaking so others will understand.
• Ability to encourage and build mutual trust, respect, and cooperation among team members.

Work Environment: Job duties are generally performed in an indoor office setting with environmental controls. Shifts may vary depending on business need.

Physical Requirements: Frequent sitting; continuous talking and hearing both in person and over the phone; frequent keyboarding and repetitive motions of the hands/wrists; frequent walking and reaching; occasional lifting and/or carrying up to 40 pounds.

Cognitive Functions: The position incumbent works in a fast-paced office environment characterized by frequent deadlines, interruptions, and complex decision making processes. Work is performed with minimal direction and supervision. Work routinely requires independent judgment. The incumbent must be capable of working effectively with coworkers and members of the public. Concentration and focus are required to complete detail oriented tasks.

Tools/Equipment Used: General office equipment, including but not limited to: computer, printer, telephone, fax machine, and copy machine. Computer software including but not limited to: Library specific software and word-processing, spreadsheet, website, and database programs.