Information Services Assistant

Position Summary
The Information Services Assistant is part of the systemwide support department to ensure that the informational needs of both the Dauphin County Library Systems (The Librarys) members and staff are met. The Information Services Assistant will aid in providing exceptional customer service throughout the reference process.

Required Performance Standards
Communications: Writes and speaks clearly logically and concisely. Listens effectively. Demonstrates small and large group communication skills. Keeps colleagues team members and supervisors well informed. Participates in group discussions.
Customer Service: Presents welcoming behaviors. Remains helpful and professional with members. Responds quickly and cooperatively to requests from staff or public. Follows Dauphin County Library Systems (The Library) guidelines and training for customer service approach. Demonstrates ability to determine customers needs. Follows up on customer transactions.
Analytical Skills/Problem Solving/Decision Making: Uses sound judgment in making decisions. Constructively manages conflict. Works with others to solve problems and achieve results.
Technological Skills: Demonstrates ability to use computers. Demonstrates ability to access and use the Internet and electronic databases. Demonstrates ability to use and maintain equipment basic to job.
Workplace Maintenance/Management: Maintains and manages workplace security and safety. Pays attention to personal workspace housekeeping.
Flexibility and Adaptability: Remains calm in difficult ambiguous and challenging situations. Responds appropriately to changes in direction and priorities. Adapts personal style to work situations. Takes corrective action when required.
Interpersonal and Group Relationships: Willing to work with and for others. Supports and facilitates cooperation among others.
Professional Standards and Ethics: Protects and values patron confidentiality and organizational security. Supports mission and vision of the library. Upholds American Library Associations Library Code of Ethics as interpreted by The Library. Works toward furthering a library-conscious community.
Professional Development and Leadership: Seeks opportunities to pursue ones personal goals and those of the organization. Sets and models high performance standards. Encourages others to make good decisions and take ownership in decision-making and problem-solving.
Time and Workflow Management: Manages personal time effectively. Manages workflow effectively.

Environmental Conditions
Primarily works indoors. Travels among facilities. Provides own transportation and is reimbursed accordingly.

Essential Functions

1. Implements and monitors exceptional customer service.

2. Assists members and staff system wide with research including instruction in the use of print and online resources and assists the public with the use of library equipment

3. Assists in evaluating print and online resources.

4. Creates instructional articles brochures guides and programs to aid members and staff with finding and using The Librarys resources.

5. Provides information services remotely to members via the Ask a Librarian email service and via the Chat with a Librarian statewide service.

6. Promotes library events resources and programs held on site and in the community.

7. Explains The Librarys policies and procedures to the public and addresses member concerns following The Librarys guidelines.

8. Opens and/or closes the building and has responsibility for building security.

9. Attends staff meetings and continuing education workshops.

10. Lives by the Core Values.
11. Performs other related duties.

Revised: 10/25/2024

Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

The Library is an Equal Opportunity Employer committed to Diversity Equity and Inclusion and Equal Access:

The Library respects and values the uniqueness of everyone recognizing that each person brings a unique perspective and experience to advance our mission. The Library maintains a commitment to diversity equity and inclusion in our employment practices prioritizing diversity by eliminating barriers to the hiring process and encouraging diversity in ideas and viewpoints.

The Library is an equal opportunity employer committed to creating a diverse and inclusive culture. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information.
The Library is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment services and programs. To request reasonable accommodation related to the application process contact the Human Resources department at or call extension 1113.

This position is located at East Shore Area Library

It is a part time / 25 hours per week position.

The schedule is:

Monday and Tuesday 1:00pm - 8:15pm
Wednesday 12-4pm
Two Fridays each month 9:00am -5:00pm
One weekend per month (Saturday and Sunday 9:00am -5:00pm)

The rate is $13/hour.

Minimum Qualifications
Education/Training: BA/BS degree with one-year experience in customer service experience or Associate degree with two-years of library experience.

Experience: Technology experience including the use of online resources required.

Required: Requires independent transportation for travel to libraries programs and outreach locations excellent customer service and communication skills ability to lift 25 lbs. unassisted.