Conant Library Student Staff Handbook

Conant Library Student Staff Handbook Last updated August 2012

TABLE OF CONTENTS Introduction……………………………………………………………………………………………………………………………….……

Overview of duties…………………………………………………………………………………………………………………………..

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Logistics and Expectations Work Schedule…………………………………………………………………………………………………………………….

Time Sheets…………………………………………………………………………………………………………………………

Absences………………………………………………………………………………………………………….………..……….

Tardiness………………………………………………………………………………………………………………..……………

Job Etiquette………………………………………………………………………………………………………….……………

Attire.………………………………………….………..…………………………………………………………………….………

Confidentiality ………………………………….…………………………………………………………………………………

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Job Performance Expectations and Evaluation Performance Review……………………………………………………………………………………………..….…………

Evaluation form……………………………………………………………………………………………………..…………….

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Library Knowledge, Service & Communication Knowing the Library………………………………………………………………………………………………..……………

8 Working with Library Users…………………………………………………………………………………………………

8 Working with Library Staff…………………………….........................................................................

9 Training checklist………………………………………………………………………………………………………………….. 10 Confirmation / Agreement Form…………………………………………………………………………………………… 11

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Welcome To Conant Library We are pleased to have you as a member of our Patron Services Department!

The Patron Services Department is the area of the library responsible for circulating library materials, helping maintain the building, and providing exemplary customer service, both in person and over the phone. Your contribution as a member of this department is very important and much appreciated. The Library, and the Patrons Services Department in particular, run smoothly because of student workers.

While the library and its patrons benefit from your contributions, you too, as a member of the library staff, will receive some important benefits, such as 

Valuable Work Experience: As a member of the Conant Library staff, you will gain experience that will be highly valued by future employers. You will know what it means to work in a customer service organization and to work as part of a professional team.

You will develop valuable people skills that will help you over the entire length of your career. Having done your job well, you can be assured that your supervisor will be happy to write a letter of recommendation for you.



Using the Library More Efficiently: As you gain familiarity with the Library and its organization, your ability to find information will improve. Not only will this help with your course work at Nichols College, it is a skill you will find useful throughout your career, and life!

In the following pages you will find information regarding expectations of you as library employees, logistics regarding your employment, as well as important ideas and practices that will help you in your role as a library employee.

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The following are duties currently handled by library student assistants at the Conant Library: -

Assist patrons by directing to proper area of information in the library or to staff member best able to help

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Check in /out all library resources including books, videos, DVDs, laptops, kindles, webcams

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Assist students with course reserve and textbook reserve needs (identifying, accessing, and checking in/out)

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Show patrons how to navigate the library webpage for needed resources, locate the online catalog, and renew books online

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Take reserve items from professors and fill out proper form for processing

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Assist patrons with scanners

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Check and Desensitize books and magazines of all students who cause 3M gate alarm to go off

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Shelve and /or retrieve books, newspapers, and magazines as needed

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Pick up / deliver mail at the campus post office

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Handle color printing and fee collection at the circulation desk

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Process group study room reservations using Meeting Room Manager (MRM)

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Assist students with placing Interlibrary Loan requests

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Run campus errands for librarians as needed

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Perform some office related tasks as needed (making flyers, collating, stapling, organizing etc‌)

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Carry out library opening / closing procedures

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Answering all incoming calls at the library phone

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Answering all incoming calls on the Nichols College switchboard

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LOGISTICS AND EXPECTATIONS Work schedule Library student staff is needed to cover the circulation desk and College switch board during the library’s open hours Monday through Friday and Sunday night. Hours will be chosen at the start of each semester, once students are officially hired and have filled out the necessary paperwork. Student workers are responsible for adhering to their allotted hours granted to them through the Federal Work Study program.

If you need to change your shift on a one-time basis, please find coverage (see “Absences” below.) If you need to change your shift/schedule permanently, please speak with the Patron Services Librarian.

Student workers are expected to work during finals. A new schedule is created based on extended hours. All student workers must take hours during this time.

Timesheets Library student staff is paid minimum wage and pay checks are distributed every other Friday. Time sheets must be filled out by student workers on a weekly basis. You can find blank forms at the switchboard desk. Be sure to fill the time sheets out accurately and on time, or you will delay the processing and issuing of your paycheck. Time sheets must be turned in to the Patron Services Librarian by 7:30am Monday morning.

In addition to time sheets, a time log will be kept in the circulation area. You must sign in and out accurately for each shift on this log to reflect your actual hours worked.

Absences If you know in advance that you cannot work your scheduled work shift, you are responsible for finding a replacement. Exceptions are made within reason, particularly for illness and emergencies. To find a replacement, please email all library student staff and cc a copy to your supervisor. You may also call other student workers from the contact list provided at the beginning of the semester.

Please try to help out a fellow student worker - check your email daily and reply back to students in need of coverage. Switching shifts with someone is fine as long as you are both in agreement and you have informed your supervisor of the changes. Enlist the help of your supervisor if you are having trouble finding coverage for your shift.

Tardiness All student workers are expected to be on time for their shifts. Please keep this in mind when choosing your hours at the start of each semester – if you cannot be there on time, please do not take the hours.

For each 10 minutes a student staff is tardy, a 15 minute time period will be docked from their time slip.

If you are going to be late for your shift for reasons beyond your control, please notify the Patron Services Librarian (Ext. 2234) as soon as possible. Three late arrivals without adequate explanation will be grounds for dismissal.

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Job etiquette While staffing the circulation desk, you represent Nichols College and the Conant Library. Please adhere to the following –          

Keep visits from friends short & sweet! Let them know you will be in touch with them after work.

Studying and personal reading are permitted if business at the circulation desk and switchboard is slow. Library work assignments and responsibilities take precedence over personal studying and reading.

Assist patrons promptly or refer them to another librarian who can.

Please DO NOT meet with study groups during your shift.

Please help keep the circulation counter / area clean and tidy.

Please DO NOT make personal phone calls during your shift, except in an emergency.

Eating and drinking is allowed, as long as it does not interfere with customer service. Please maintain a clean work space.

Please DO NOT wear headphones/ear buds while covering the circulation desk and switchboard, unless you have permission from your supervisor.

Please keep a positive and professional attitude.

Dress appropriately for work. See section on ‘attire’ below.

Attire While we have no formal dress code here at the library, we remind all student staff that they represent the College and the Library and are expected to dress tastefully and neatly. Please do not wear hoods, hats, or clothing that is sexually suggestive (e.g. no excessively low necklines, no short shorts) during your shift.

Confidentiality As part of your work at the circulation desk, you will work with patron records. It is very important that you assist us in protecting the privacy of our library users. Please DO NOT give out patron names, addresses, or telephone numbers. Also, please DO NOT tell patrons WHO has an item checked out. It is okay, however, to tell them WHEN an item is due back.

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JOB PERFORMANCE EXPECTATIONS AND REVIEW Because you are responsible and accountable for the quality of your work, all student workers will receive a formal performance evaluation at the end of each semester. These reviews are valuable for both employee and employer: library staff will have the opportunity to discuss potential issues with students one on one, and student workers will have the opportunity to take part in and experience a process they will encounter frequently in future employment. Evaluations will be based on the following expectations – 

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  

Attendance o Arrive on time o If ill, notify supervisor o Responsible for arranging for replacement/coverage Attitude and Behavior o Take job seriously o Perform work accurately o Cooperate with others o Accept assignments willingly Initiative o Ask questions if in doubt Adherence to Library Policies and Procedures o Understand and follow departmental policies and procedures o Ensure the confidentiality of library matters and patron records Service o Recognize patron needs come first o Courteous and pleasant o All questions are treated as important, no matter how trivial they may seem o Give complete and accurate information, or refer patron to appropriate department/individual for assistance

If your work performance or behavior is not satisfactory, you will be given the opportunity to improve your performance according to the following guidelines – 1. You will be informed both verbally and via email should your performance or behavior be unsatisfactory at any time during your employment at the library. This will be considered your first official warning. You and your supervisor will discuss suggestions for improvement. A meeting will be scheduled for a follow up review.

2. Upon the follow up review, if performance and/or behavior have improved sufficiently enough to satisfy your supervisor, your warning will be cancelled. If not, a second warning will be issued. You and your supervisor will discuss suggestions for improvement, and a meeting will be scheduled for a second follow up review.

3. Upon the second follow up review, unless performance/behavior has improved sufficiently, you will be terminated effective the last day of the pay period. These actions will be discussed in the meeting, and will be provided in writing as well.

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LIBRARY STUDENT WORKER EVALUATION Name of student worker: _____________________

Name of supervisor: ___________________

Semester: _________________ Commendable

Satisfactory

Needs Improvement

N/A

Dependability Punctual; reliable; responsible

Attitude Interested; willing to work at difficult / disagreeable tasks; takes instruction willingly; performs work accurately

Initiative Performs assigned tasks without prompting; asks questions if in doubt

Observes Policy Follows policies and procedures; observes confidentiality of user’s information

Public Service Courteous and friendly; eager to assist patrons; represents library in a positive manner; refers patrons to appropriate department

Additional Comments:

Signature of Student Worker: _____________________________________ Signature of Supervisor:

_____________________________________

Date: ______________________________ 7

LIBRARY KNOWLEDGE, SERVICE & COMMUNICATION The primary mission of Conant Library is to provide positive public service to the students, faculty and staff of the Nichols College community. In any organization, good service depends on a solid understanding of the organization and its products and services, as well as good communication.

Knowing the Library Knowing the library includes familiarity with resources and services offered in the physical building, as well as the library’s website. You will need to be able to answer directional and building questions (scanners, bathrooms, hours, etc,) policy and procedures questions (borrowing time for a laptop?) and basic library research questions (I have a paper due in Sports Management tomorrow, where do I start?)

Many of these questions can be answered using the library’s website. Take time to become familiar with its content and how to navigate it. This will prove to be helpful for your academic work as well!

Working with Library Users The circulation desk and the switchboard is the first point of contact for patrons coming into the library and calling Nichols College. You are the first, and often lasting, impression patrons have.

Therefore, customer service and communication is of the utmost importance in your position.

When a patron approaches the circulation desk, please follow these simple guidelines –        

Stop what you are doing and give your full attention to the patron (unless you are answering a phone call) Show interest, courtesy and empathy.

Initiate the conversation with a friendly “Hello” “Can I help you?”

Establish and maintain eye contact.

Be enthusiastic.

Offer further assistance – “Let me know if you need any more help.”

Acknowledge those waiting for assistance while you’re helping others. “I’ll be with you in a moment.” “Thanks for waiting.”

End transaction with a friendly “Have a nice day/night!”

When answering the switchboard, please remember –    

You are speaking on behalf of the College, so please be courteous and speak clearly.

Answer each call with “Good morning/afternoon, Nichols College. How can I transfer your call?”

If you can’t understand the caller, kindly ask them to repeat the name/department or spell the last name of the person they would like to be transferred to.

If you can’t locate the name of the person in the phone directory (he/she may no longer be with the College) ask them which department they need to speak to and transfer them there.

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Working with Library Staff The staff of Conant Library is here to make sure you have a successful and enjoyable work experience.

Please make sure you contact library staff with any questions or concerns you may have. Remember to always –        

Make sure you understand the tasks and duties at the circulation desk; ask questions when in doubt .

Don’t hesitate to ask a librarian for help with a patron request or switchboard call.

Always maintain good communication. Let your supervisor know immediately of any problems or issues that may have occurred while on duty. If no one is available, leave a detailed note or email your supervisor before the end of your shift.

Check your email daily for important messages from other library staff. Reply promptly if it pertains to you.

Check the myNichols Library Work Study Team Site regularly for updates to the schedule, announcements, meeting dates or events, and work related documents.

Pass along any important information to the next student staff on duty.

Directing patrons to the appropriate staff person for assistance is an important aspect of customer service. Know who the librarians are and what they do (see below).

Your input is valuable! Suggestions and comments on how we may improve our services are always welcome! Feel free to place your suggestions in the library comment box or send an email to the Library Director.

Library Staff: Jim Douglas, Library Director Matthew Haggard, Reference Librarian Rosalba Onofrio, Patron Services Librarian Donna Galonek, Evening Reference Librarian Pauline Sroczynski, Weekday Evening Supervisor Evelyn Nieszczezewski, Acquisitions/Serials Emily Charpentier, Weekend Supervisor

Thank you for your interest in working at the Conant Library! Best wishes for a successful year!

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Conant Library Library Assistant Training Checklist Name_______________________

Date ______________________

□ Student worker handbook □ myNichols Team Site – Library Work Study □ Sign in/out procedures; posted schedule; time sheets □ Conant Library web page; searching the online catalog □ Library tour; collection location; scanners and fax machines □ Mail pickup/drop off (morning shift) □ Switchboard hours and use; library phone use □ Log-in for computer at circulation desk ; Individual student login and password for Millennium to be assigned □ Check in /Check out using Millennium; date stamping

□ Desensitizing/Resensitizing Library Materials □ Course Reserves & Textbook Reserves (I.D. required) *Check in/out in Millennium □ Equipment loans: Webcams, Headphones, Mouse (I.D. required) *Check in/out in Millennium

□ Equipment loans: Kindles, Laptops, LCD Projector, Screen (User agreement forms) *Check in /out in Millennium □ Interlibrary loan ; reserve request forms □ Patron Services Policy & Procedure Manual

□ Library/Group study room reservations (Meeting Room Manager - MRM) □ Print management system (PaperCut) – student accounts, guest accounts, faculty account □ Morning / Closing procedures (Closing checklist form) □ Questions while on duty (Ask librarian on duty or leave a detailed note with your name, date & time, description of problem / question, and contact information)

□ Other to review _________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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NICHOLS COLLEGE CONANT LIBRARY –CIRCULATION DEPARTMENT

After reading and reviewing the Library Student Assistant handbook, please sign and return this form to the Patron Services Librarian. Thank you!

I, __________________________________, have read and understand the guidelines and expectations in the Library Student Assistant handbook. I agree to all of the terms of employment and to being a positive representative of Nichols College and the Conant Library.

I understand that student employees are required to read email for important updates to library procedures, work schedules, and announcements and to provide a timely response if needed.

I also agree to report, in a timely manner, any problems or concerns to my supervisor related to my duties at the library.

Signed _____________________________

Dated_________________

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