Client Services Librarian: Lending Services Accounts Receivable/Non-Book Services

Transcription

1 Position Profile Position Title: Reports to: Department: Location: Librarian: Lending Services Accounts Receivable and Non-Book Services Lending Services Librarian Planning & Development HB Williams Memorial Library Community Outcomes Council is committed to achieving the three key outcomes identified by our local community: Tairāwhiti Tangata - Our people Tairāwhiti Taonga - Our environment, culture and economy Tairāwhiti Wawata - Our aspirations realized through the democratic process. Organisation Chart Group Manager Planning & Development Strategic Planning Manager Community & Recreation Manager Planning & Performance Manager Customer Service Manager Operations Manager: Olympic Pool Operations Manager : Library & Theatres Team Leader Community & Recreation Facilities Principal Librarian : Collection Services Principal Librarian : Children & YA Services Principal Librarian : Lending Services Principal Librarian : Reference Collection Services Librarian Children s & YA Services Librarian Lending Services Librarian Reference Services Librarian Librarian Librarian : Homebound/Rural Librarian : Outreach/ Promotions Librarian : Reserves/ Interloans Librarian : Accounts/ Non-Book

2 Our Vision Our vision has been set by Council through the Long Term Planning process. Tairāwhiti First First to see the light First choice for people and lifestyle First choice for enterprise and innovation First place for the environment, culture and heritage Our Mission To lead and support the social, cultural, economic and environmental development of our communities Mo te Tairāwhiti Our Values Tairāwhiti Piritahi Together Tairāwhiti kia mārama kia ngawari kia ū make it smart make it easy make it happen Purpose of the Position Role of Department The role of the Planning & Development Department is to support the Mayor, Councillors, Chief Executive and senior management team in achieving the high level objective of promoting and advancing community wellbeing (social, environmental, economic and cultural) throughout the Gisborne district. It is successful in achieving this through robust and integrated strategic planning and communications and high quality customer services and community facilities. Role of Community and Recreation Section The Community and Recreation Section is responsible for the efficient and effective management of the organisation s community and recreation facilities, through professional integrated activity planning and strategic level responses to changing community needs.

3 Role of Library Activity Vision: Our community is connected Mission: The library supports and leads equal access and informed context, to information, knowledge and recreation for our people to read, learn, connect and belong The H.B. Williams Memorial Library, serves Gisborne s urban and rural communities by providing space and resources including professional staff, books, a website, databases, free internet, magazines, talking books, music and art works. Role of Lending Services Lending Services team provides all frontline and back room circulatory and associated financial, statistical and client services to all customers both on and off site. The team maintains and promotes non-book services. Extension services are provided to rural townships, rest homes, companies and homebound clients. The team co-ordinates community promotions and volunteers. The team manages integrated library management system (ILMS) software support, security, and separate network on broadband providing internet for public use. Role of Librarian Accounts Receivable and non-book Services Assist the Principal Librarian: Lending Services to provide, promote and deliver high quality first point of contact front-line customer service and circulatory services with specific responsibilities for delivery of financial notifications and accounts to customers, monies systems, circulation of materials statistics, co-ordination of non-book materials including maintenance and to assist the Operations Manager : Library and Theatres in the overall provision of an efficient and effective library service. Primary Functions 1. Health, Safety and Wellbeing Take responsibility for your own health and safety Ensure own actions keep self and others safe Identify, report and assist to eliminate hazards in work place Participate in local work place safety management practices Participate in workplace wellbeing initiatives Ensure compliance under health and safety legislation 2. Customer Service Delivery of consistently high level first point of contact service to all customers no matter how presented e.g. , social media, phone, in person, ensuring enquiries are completed or directed to specialist team members. Includes generic reception functions and handling of monies. Assist customers with use of internet based applications. 3. Accounts Receivable System Deliver efficient and accurate checking of overdue materials notices and associated accounts including statements, refunds and updating the accounts database as required.

4 4. Non-Book Stock Operational management and maintenance of non-book materials DVDs, Talking Books, art work and associated database management. Maintain current and retrospective hard copy NZ newspaper collection in a timely manner. 5. Monies Operate accurate daily banking and day-to-day handling of all monies and associated reconciliations. 6. Equipment and Stationery Maintain efficient operation of machinery and associated supplies within the section and public spaces including APNK PCs, photocopiers, EFTPOS, cash register, printers. Redistribute non-gp stock and lost property 7. Statistics Reconciliation of visitor movement and stock circulation statistics. 8. Reader s Advisory Actively create and participate in library wide reader s advisory activities, including delivery of digital literacy (e-service) programmes 9. Understudy Assist with reserves and interloan service, to cover staff leave and when required. 10. General In addition to the above primary functions the job holder is expected to undertake a portion of the front-line work load, recommend any purchase of materials required for efficient operation of the section and perform other such duties as can reasonably be regarded as incidental to the position profile and other duties reasonably within their experience and capabilities as may be assigned from time to time. Competencies Academic / Professional Essential: NZCEA level 2 including English and Mathematics, or equivalent. Competent use of Microsoft Office applications with focus on Excel, Word, Powerpoint, Outlook Exchange Desirable: Level 5 Diploma Information & Library Studies (Open Polytechnic) or equivalent or progress towards this qualification. Skills / Knowledge Essential: High level communication skills. Accuracy with figures and cash handling. Work Experience Demonstrated experience in customer service.

5 Personal Attributes Excellent problem solving, communication, time management and inter-personal skills. Highly organised with ability to manage a wide range of issues simultaneously. High level attention to detail and accuracy. Active community participation. Comfortable with relating to people of different cultures, backgrounds and ages. A positive attitude. Expected behaviours for this position Excellent problem solving, communication, time management and interpersonal skills. Highly organised with ability to manage wide range of issues simultaneously. Active community participation Comfortable relating to people of differing cultures, background and ages A positive attitude. Demonstrates and promotes GDC s values: Tairāwhiti Piritahi Together Tairāwhiti kia mārama kia ngawari kia ū make it smart make it easy make it happen Supporting Organisational Values All Council staff are expected to endorse and support the Council s Mission, Vision and Values and actively work to achieve them, behaving with the highest level of professionalism and integrity and exhibiting courtesy and impartiality towards colleagues and the community. Additional Responsibilities The job holder is expected to contribute to maintaining a safe working environment, reporting incidents and accidents as they occur and assisting with hazard identification. Furthermore, the job holder must participate in civil defence emergency management training initiatives upon request and assist with any civil defence emergencies as required. Work will be on sites where exposure to hazards will be unavoidable. Safety procedures must be adhered to, protection being on the hierarchy safety principle of eliminate isolate minimise. Hours of Work Normal office hours, 8.30am 5.30pm, regular rostered evening shifts and Saturdays, plus attendance at training opportunities as arranged with Principal Librarian: Lending Services together with such other times as may be reasonably necessary to fulfil the responsibilities of the position.

6 Relationships External: Volunteers Police General public including children, business and community groups and organisations Aotearoa People s Network Kaharoa Internal: Operations Manager; Library and Theatres, Principal Librarians, Librarians and Librarians Customer Service staff Finance staff City Watch Team Other Council staff. Approval / Sign-off Position Holder: (name) (signed). (date) Manager: (name) (signed). (date) September 2015 (16-Sep-15)

7 Council s Expected Behaviours 1. I consider the customer in everything I do Listen to, seek to understand and take ownership of customer issues Offer prompt, courteous and informative responses to the customer. 2. I always look for how I can make things happen Am open minded Consider whether there are potential solutions Pursue alternate courses of action Facilitate the involvement of another part of Council when it is best placed to provide a whole of Council response Offer solutions that bring multiple benefits. 3. I look for better ways of doing things Consider whether existing practices provide the best outcome Develop and implement ideas that provide improvements. 4. I set goals and achieve them Set goals that are relevant to the team and the organisation Seek assistance / guidance Achieve these goals. 5. I will earn trust by doing what I say I will do Meet agreed deliverables Involve others when necessary and trust them to get the job done Provide direction and support as appropriate to the role Manage conflicting priorities and keep everyone informed. 6. I show integrity and speak the truth with compassion and respect for others Do what is right rather than what is convenient Raise issues in an appropriate context, in an appropriate manner, time and place Provide and receive feedback in an open, honest and respectful manner Behaviour is consistent with the practices, policies and values of the organisation. 7. I involve others in decisions affecting them Ensure decisions are made at the right level Identify key stakeholders and involve them in decisions that may affect them Consider other views and communicate reasons for final decisions Involve others in a timely manner appropriate to the task. 8. I represent Council positively Represent Council s politicians and management in a positive and constructive manner when in public or with colleagues through what I do and say Support consensus decisions at a political and corporate level Contribute to the corporate life of the organisation. 9. I am active in making work enjoyable and celebrate success Participate in workplace celebrations Notice when something should be celebrated Come up with ways of making work more enjoyable.

8 Related Deliverables Customer Service At least 2 front-line desk duties daily mainly at Lending Services desks or other sections of library as rostered. Issue/discharge stock following through all actions required including receiving/receipting monies as per policy and procedure, updating or actioning alerts, stock security processes, quick stock repairs. Registration and updating membership information as per policy and procedure for local and visitor customers. Resolution of most enquiries at first point of contact by providing appropriate accurate information and completing transactions or providing direction to specialist staff. Provide immediate library skill, database search skill and/or generic IT training to any customer including catalogue, basic web applications and customer self management skills. Monitor behaviour of all customers and take responsibility to direct or correct as necessary. Refer to all relevant operating/desk manuals. Accounts Receivable System Run reports using ILMS software for reminder and replacement cost notices and accounts for overdue stock in a timely manner following standard account times and policy. Shelf check all stock items on replacement cost invoices before posting, accurately and post within accepted timeframes. Update membership database with any alerts or information related to accounts sent or debt collection as determined by the Principal Librarian: Lending Services. Run statement of accounts and post on a monthly basis following policy, including associated membership database updates and ad hoc financial accounts as directed by the Lending Services Librarian. Undertake membership database maintenance in association with accounts on an irregular basis as directed by the Principal Librarian: Lending Services. Non-Book Services Maintain and repair all non-book stock, including art works, talking books, including legal dubbing and resurfacing where appropriate. Maintain current and retrospective hardcopy NZ newspapers in a timely manner on a daily basis. Manage non-gp book returns and redistribute as appropriate. Monies Maintain accurate daily banking and reconciliations for all monies. Ensure daily floats are accurate and available in a timely manner. Ensure security protocols for monies are observed at all times. Manage petty cash including ensuring all items purchased are accurately receipted. Manage informal staff tea monies.

9 Statistics Daily reconciliation of monies statistics to provide data to the Lending Services Librarian. Weekly reconciliation of collection by type issue statistics. Monthly reconciliation of borrower statistics. Understudy to Lending Services Librarian for cashbook statistics. Weekly reconciliation of issue statistics. Understudy to Lending Services Librarian for monthly statistics reconciliation. Weekly reconciliation of financial receipt statistics, and provide data to the Lending Services Librarian of stock replacement cost monies. Equipment and Stationery Ensure all printing and stationery supplies are collated and maintained for the section, advising orders, staff or requirements in good time to maintain effective running of the section. Ensure all printing and stationery supplies are available at the section service points. Maintain effective operation, maintenance and incidental supplies for public photocopier, EFTPOS machine, cash register, printers, APNK PCs and other equipment required within the section. Notify clients and redistribute non-gp stock regularly. Manage lost property register and redistribute lost property as appropriate including immediate notification or posting of correspondence, bank cards etc. Readers Advisory Create content for social media and inhouse eg book reviews. Host book-a-librarian sessions with clients. Assist customers with aspects of user education related to literary information, e-services, internet based learning. Understudy Reserves and Interloans Understand and be able to complete basic operating functions of reservations and Interloans to ensure business as usual in absence of client Services Librarian : Reserves and Interloans.