Employment Opportunities

Position Summary and Purpose

This position provides front line customer service at prominent service desks. Under the direction of the Manager of Library Services, the employee is responsible for assisting borrowers with the library’s lending functions using an automated library system. The employee is responsible for: helping borrowers use the catalogue; providing readers’ advice; limited information service; maintaining borrower accounts; check-in/check-out of loaned materials; returning materials to the shelf and maintaining order in the circulating collections.

Major Responsibilites

Note: All activities are expected to be performed in a safe manner, in accordance with the Occupational Health and Safety Act and its Regulations, along with West Lincoln Township and Library safety policies, procedures and programs. In addition, all necessary personal protective equipment must be used and maintained in good condition

Decision Making and Independence

Examples of the types of decisions that are made or issues/situations that are dealt with on a regular basis and how judgement is used to resolve them:

1. Decisions about which materials will best suit a library user’s needs based on the results of the reference interview
2. Decisions regarding the condition of items returned; is damage the result of general wear and tear or has the item been damaged due to carelessness
3. Decisions regarding how to resolve minor conflicts between library patrons, i.e. wanting to use GamerSpace equipment

Examples of situations or problems that are referred to the Manager of Library Services for direction or resolution:

1. Public service
2. Issues involving facilities
3. Sick days, vacation requests and shift changes
4. Purchasing of office supplies
5. Queries regarding inter-library loans
6. Escalated conflicts between library patrons
7. Conflicts between staff members

Examples of situations or problems that are referred to the Supervisor of Library Technical Services for direction or resolution:

1. Technical issues
2. Issues or queries regarding the Integrated Library System or electronic databases
3. Queries regarding print subscriptions
4. Purchasing of print materials
5. Queries regarding cataloguing and processing of library materials

Examples of situations or problems that are referred to the Supervisor of Library Programs for direction or resolution:

1. Library programs
2. Purchasing of audio-visual materials and special collections

Required Training

Attends training, workshops and seminars related to their position as or when appropriate and as required

Minimum Qualifications

Secondary school diploma

Equivalent of one year’s experience working in a public service position with people of all ages

• Strong customer service skills
• Good knowledge of popular fiction and non-fiction titles, and ability to promote titles
• Familiarity with office software and equipment
• Able to accommodate a variable schedule
• Can organize time effectively
• Ability to interact pleasantly and courteously with the public and staff, and to promote a harmonious workplace
• Strong oral communication skills and an ability to write well in English

Preferred Qualifications

• Library Technician Diploma (preferred)
• EXCEL Certificate

• Equivalent of one year’s experience working in a public library setting
• Experience delivering excellent customer service internally and externally

In addition to minimum qualifications, above: facility with and knowledge of automated library systems such as automated circulation systems, communication technology including email and social media, and office software including Microsoft Word, Excel, and Power Point.

1. Hours of Work: Monday to Friday, and evenings and weekends as needed/scheduled
2. Work Environment:
   • Work indoors with the exception of occasional outdoor programs
   • Attend weekly staff meetings
   • This position involves frequent interruptions and multi-tasking
   • Library patrons are occasionally upset with library policies or with other library users. This requires a proactive response from staff
3. Hazards:
   • The library has a medium level of ambient noise, including white noise, as well as sudden loud vocalizations such as talking or shouting, excited children attending class visits and young children/infants crying
   • Library is very noisy at certain time periods, requiring strong concentration skills and the ability to focus
   • This position involves the constant handling of library materials of varying levels of cleanliness; books can be dusty, dirty, smoky, or coated with unknown sticky substances after being returned. Materials have the potential to be returned with insect infestations
4. Physical Requirements:
   • Lifting and carrying multiple boxes/bags of library materials (30lbs each max.)
   • Checking in and sorting large quantities of library materials on transit delivery days
   • Pushing material return bins full of mixed material library returns (100lbs min.)
   • Pushing and pulling of book trucks for storage and organization of recently returned materials
   • Moving, stacking, arranging tables, chairs and other furnishings for library/community programs, meetings, or events
   • Required to sit at a desk and view a computer screen for extended periods of time
5. Mental Requirements:
   • Constant awareness of surroundings, particularly in the public area of the library, and especially around the computer workstations, MakerSpace, GamerSpace and Library Café, which require particularly attentive monitoring
   • Frequent visual effort: checking in and out of library materials, placing items on hold, etc.
   • Troubleshooting various technologies, including computers, apps, mobile devices, websites, MakerSpace and GamerSpace equipment, printers/scanners/photocopiers
   • Constant social interaction, in person, online and on the phone with the public and other library staff – work that can be described as emotional labour

Position Classification

• Position Title: Public Service Assitant
• Department: Library
• Work Location: West Lincoln Public Library – Smithville, Wellandport and Caistorville Branches
• Position(s) Supervised Directly: N/A
• Hours per Week: 0 to 35
• Division: N/A
• Salary Range: $19.80 per hour
• Reports to (Direct): Manager of Library Services
• Position(s) Supervised Indirectly: N/A
• Revision Date: February 13, 2026