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Outreach Associate

2 months ago

Bloomington, United States Monroe County Public Library Full time
Job DescriptionJob Description

Monroe County Public Library

Outreach Associate

Expertise

I am the public face of the Library and am responsible for ensuring that patrons receive exceptional service as I help them navigate and utilize the Library's physical and digital content, services, and spaces. I serve as the Person In Charge for Outreach service points and oversee the delivery of materials and related patron account services by way of scheduled stops. I monitor and troubleshoot the maintenance and service needs of the Library's Outreach

Vehicles. Using my knowledge of media formats and genres, I curate the browsing collections available to Outreach patrons of all ages.

I maintain positive relationships with Library professionals who direct and guide my daily work and with customers and the community. I serve as an assistant in various projects and patron programming.

I thrive in building my skills and abilities related to adult literacy and language instruction and I engage with colleagues to enhance my range of knowledge in Library services.

Essential Functions, Responsibilities, Knowledge and Skills

  • I act as the Person In Charge for Outreach service points during Bookmobile, Van, Jail, and other Outreach service stops. I am responsible for Library policy enforcement and address patron comments and complaints, problematic patron behaviors, community partner communications, and other exceptional circumstances unique to Outreach services.
  • I drive the Library's Bookmobile and Outreach Vans, safely operating large vehicles in tight quarters and under year-round weather conditions. I monitor and troubleshoot the maintenance and service needs of those vehicles.
  • I provide excellent face-to-face patron service at Outreach service points; I am a concierge who greets and assists visitors; I help patrons locate, check out, and place holds on materials; I register patrons for programs and other services to meet their needs.
  • I have excellent communication and interpersonal skills for interacting with customers, employees and outside contacts; ability to be consistently pleasant, positive, and responsive to a diverse public and staff.
  • I possess good organizational and time management skills, ability to assist in planning, coordinating, and implementing projects and services while meeting deadlines. I create and maintain displays and publicity materials.
  • I have good writing skills. I create content for social media posts, photos, reading lists, webpages, etc.
  • I participate in team and group work developing new services, policies or processes, or other special projects.
  • In fulfilling my daily responsibilities, I strive to embody the Library's values of inclusiveness, accessibility, respect, lifelong learning, integrity, service, and freedom of expression.
  • I have the ability to learn, adapt, and promote new software and equipment technologies.
  • I work individually as a part of a team.
  • I demonstrate good critical thinking and problem-solving skills.
  • I assist and sometimes lead in the mentoring and training of co-workers under the guidance of my manager, resulting in increased employee skills and empowerment.
  • I assist in the implementation of process improvement and evaluation initiatives supporting the enhancement of the employee and patron experience.
  • I have working knowledge of all library policies and public service procedures, and public library and business computer applications.
  • Fluency in a second language is considered helpful.

Required Education/Experience and License/Certifications

  • Bachelor's degree or a combination of equivalent education and experience required.
  • Demonstrated strong communication skills and customer service commitment required.
  • One year of library or related experience working with customer service in a fast-paced library or similar environment required.
  • Demonstrated ability to support users with various digital devices, software, and content strongly preferred.
  • Valid driver's license and proof of insurability plus a strong safe driving history required.

Supervision Received

Receives general direction. Follows standard procedures and operates with infrequent functional guidance. Works independently and normally sets work flow and performance routines. Unusual questions and situations are referred to the manager, frequently accompanied with additional information and suggestions for correction.

Supervision or Leadership Exercised

Serve as Person In Charge for Outreach service points and operations including decision-making regarding patron interactions and account management.

Working Conditions

  • Frequently standing, walking, moving about on foot to accomplish tasks, and moving from one work site to another.
  • Regularly sitting and performing various repetitive actions and extensive use of keyboards, mice, monitors, and varied digital devices, requires using hands to finger, handling or feeling and repetitive motions.
  • Work has standard vision requirements; frequent speaking, vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels.
  • Frequent travel, entering and exiting vehicles, driving, moving, and carrying materials to and from various locations.
  • Occasional moderate lifting (25 lbs.) and infrequent heavy lifting (up to 50 lbs.). Assistance with excessive loads is required.
  • Normal library working conditions; moderate exposure to office/maintenance chemicals (cleaning solutions, glue, paint, etc.).
  • Occasional exposure to fluctuations in interior conditions such as noise and temperatures.
  • Exposure to outside elements, heat, cold, rain, snow, ice, etc. when traveling and conducting library business at Outreach service points.
  • Infrequent climbing or balancing, stooping, kneeling, crouching or crawling, reaching with hands and arms.

Reasonable Accommodations Statement

An individual must be able to perform, with or without reasonable accommodations, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Department: Outreach Services

Reports To: Outreach Manager

Benefit/FLSA Status: Regular, Full-Time, Non-Exempt

Classification: Pay Grade 114

Hours/Week: 37.5

Compensation: See Wage & Salary Schedule

Certification(s): None

MCPL employees may be assigned to work on weekdays, evenings or weekends. MCPL remains open during local academic breaks and we are unable to accommodate extended absences, including those associated with semester breaks. MCPL work schedules adjust in response to changing operational needs.

This job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, assignments, or working conditions associated with this job.

MCPL is an equal opportunity employer and values diversity in its employees, patrons and community. We encourage applications from members of underrepresented minority groups.



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