Job Number: 2024-00183

King County Library System (KCLS) is seeking a motivated and skilled Public Services Assistant (PSA) to provide service in the Tukwila and Burien Libraries of the Olympic Region.
The Public Services Assistant (PSA) assists patrons with information about library materials, equipment, programs, and services in order to help them succeed through ideas, interaction, and information. This position provides assistance in person, online, and over the phone.
The PSA also works in library material circulation and materials handling. The PSA regularly assists patrons in using computers and printers and works to ensure that library technology is functioning. The PSA also addresses patron behavior issues in the library. PSAs may need to directly de-escalate and resolve disputes, enforce the Patron Code of Conduct, and handle challenging situations with patrons.
The successful candidates for this position will develop and maintain positive relationships with coworkers and patrons, resolving service, circulation, or technology issues with a high standard of customer service and adept critical thinking skills. The successful candidates will also possess direct customer service experience, be able to model and champion Intellectual Freedom, and be comfortable and confident working directly with diverse communities.

Required: Applicants must attach a current resume and cover letter that addresses relevant work experience, education, and training related to this position.

The schedule below may change based on business needs.

Schedule:

Week 1-4

Sunday: 10:45 am - 6:15 pm at Tukwila Library

Monday: 9:45 am - 6:15 pm at Tukwila Library

Tuesday: 11:45 am - 8:15 pm at Tukwila Library

Wednesday: 11:45 am - 8:15 pm at Burien Library

Thursday: 11:15 am - 6:15 pm at Tukwila Library

About King County Library System (KCLS): KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, we create opportunities through meaningful connections by acting as the knowledge-sharing center for over 1.5 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs.

Approximately 1,000 engaged and passionate staff provide service in 50 community library locations and patron engagement using direct outreach, programs, and virtual assistance. Our service area includes cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle.

From a 2021-2022 comprehensive Diversity, Equity, and Inclusion (DEI) Assessment Demographics and Language Report, of the more than 1.5 million residents who live within the KCLS service area, almost half identify as Black, Indigenous, or People of Color (BIPOC). Moreover, roughly one-third of the KCLS community speaks a language other than English as their first language.

The King County Library System values the diverse perspectives, lived experiences, and cultures of all qualified individuals. We seek applicants that reflect the diversity of the communities we serve and encourage individuals of all backgrounds to apply, including BIPOC (Black, Indigenous, and other people of color), immigrants, refugees, women, LGBTQIA+, individuals with disabilities, veterans, etc.

KCLS welcomes reasonable accommodations for persons with disabilities as an opportunity to assist qualified individuals in participating in the job application or interview process and/or performing the essential functions of the position upon hire.

Need an accommodation to apply or interview? Call (425) 369-3224 or email employment@kcls.org. KCLS ensures equal opportunities and consideration for all job applicants, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

KCLS does not tolerate discrimination or harassment during any stage of employment, including in recruiting, hiring, promotion, termination, leave of absence, compensation, or training.

Essential Duties/Major Responsibilities:

Any of the following duties may be performed. These examples are not necessarily performed by all incumbents, however, and do not include all specific tasks an incumbent may be expected to perform.

1. Provides information assistance and readers’ advisory assistance as expected, in person, online or over the phone, including use of library resources, equipment and technology. Assists patrons in the use of library collections through reference interviews, literature and electronic searches and instruction in the use of catalogs, paper and electronic resources. Refers questions to a librarian, as necessary.
2. Educates, trains and assists patrons in the use of library technology, equipment and resources. Reports needs for repair and non-routine maintenance to ITS, as appropriate. If assigned the duty, troubleshoots problems escalated from the basic level of AMH support and contacts vendors, as necessary.
3. Assists patrons with check-in and check-out and with locating materials at a branch and within KCLS. Resolves problems with patron’s account and record. Assists patrons and staff with scheduling and using facility including meeting rooms.
4. Promotes, educates and supports the principles of intellectual freedom with staff and patrons. Resolves related concerns or redirects to appropriate source.
5. Resolves staff and patron incidents, problems, concerns and conflicts ensuring that Rules of Conduct are followed or redirects to appropriate source.
6. Performs full range of circulation duties as outlined in Circulation Manual.
7. Provides assistance with and delivers library programs, as assigned.
8. Completes reports as required.
9. Promotes and displays materials, services and programs.
10. Provides mentoring and training for staff in areas of expertise.
11. Work a varied schedule, including evenings and weekends.

Secondary Duties:

1. Participates in activities such as committee work, training, staff meetings, etc.
2. Performs daily cash handling and register functions.
3. Performs lower classification duties, as needed.
4. Performs other related duties as assigned.

Core Competencies:

Customer Focus

Primarily focused on customer needs, able to deliver high quality, value added services. Constantly strives to find new ways to increase customer satisfaction and understanding, foster equitable services, and forge meaningful connections.

Valuing Diversity

Manages relationships with all kinds and classes of people inclusively and equitably; respects, values, and encourages the unique dimension each employee adds to the organization and each member of the community brings to the whole. Seeks opportunities to learn from differences.

Ethics, Values, and Judgment

Exercises best judgment, trustworthiness, and professional standards of conduct; consistently demonstrates organizational values, moral principles, and accountability in behavior, character and action. Defends intellectual freedom and patron confidentiality.

Professional & Technical Knowledge

Demonstrates proficiency in professional and technical skills/ and or knowledge in position-related areas; purposely keeps up with current developments and trends in areas of expertise, in order to foster personal success and connections for others.

Approachability

Listens more than they talk; allows appropriate time for interactions; purposely builds rapport, sets positive tone and exhibits confidence by body language and speech. Maintains boundaries.

Dealing with Ambiguity

Can shift gears comfortably; can decide and act without the total picture; can comfortably handle risk and uncertainty, does not exhibit excessive need to control or track, can ‘let go’ and move forward in uncertainty.

Teamwork/Collaborating

Works cooperatively and productively with others to achieve goals and deliverables. Is aware of, utilizes and celebrate their own and team member’s strengths and differences.

Composure

Calm and reflective, self-possessed even in the face of provocation, recognizes and manages stress appropriately, even during tough times.

Education and Experience:

A typical way of obtaining the knowledge, skills and abilities necessary to successfully perform the essential duties of the position is:

• Graduation from a two-year vocational or technical degree or certificate program. Advanced education or training may be beneficial, but is not required.
• Three years’ customer service experience that includes decision making in a library or other setting.
• Or other combination of education, experience and training that provides the required knowledge, skills, and abilities to perform the duties and responsibilities of the classification.

SPECIAL REQUIREMENTS

None