POSITION DESCRIPTION

POSITION Information Librarian - Casual

POSITION NO.
CLASSIFICATION Band 4(A) 38 Hour a Week Pay Rate
DIVISION Communities
DEPARTMENT Libraries and Learning
LOCATION Any library service point
DATE PREPARED 12 April 2010
OCCUPANT Vacant
APPROVED BY Manager Libraries & Learning

OBJECTIVE

To maximise community enjoyment and use of the Frankston Library Service by

delivering professional and responsive information services and embracing new and
innovative initiatives.

KEY ACCOUNTABILITY AREAS

1. Library Service and Council Customer Service Delivery

• Deliver excellent customer service in all aspects of library

information/Council customer service in accordance with the systems and
practices of the library service and Frankston City Council.

• Keep up to date with new technologies through staff training, education

and trial of new products including Web 2.0, Blogs and RSS in
conjunction with the Information Services team.

• Conduct complex searches of the library catalogue and Council

databases in order to deliver exceptional customer service experiences
that meet community expectations for all customers of the library.

• Adhere to all library policy and procedures to provide a consistent library

experience for customers.

• Keep abreast of the availability of other sources of information and

agencies for referral on local and wider current issues.

• Perform routine tasks associated with the circulation function including

issues desk, returns room, shelving and shelf ordering and preparing the
library for opening.

• Participate in and promote customer surveys, marketing initiatives,

programs and new advances in the library, and enthuse customers to
engage in these activities and events.

• Assist customers and other staff members in the discovery and use of
new technology.
 • Respond to difficult situations with skill and diplomacy ensuring care for
customers and staff.

• Provide leadership responsibility appropriate to the level of this position

and support and engage in Duty management activity.

2. Cash Handling

• Ensure all monies received from customers are appropriately processed

and receipted according to procedures.

• Ensure all monies received are accompanied with relevant paperwork

and reconciled daily.

• Collate relevant Payment Vouchers at the end of the shift/day.

• Ensure all monies are accounted for and cheques, cash and EFTPOS
amounts balance to drawer reports.

• Ensure all monies are secured as per procedures on closure.

• Prepare daily banking according to procedures.

3. General

• Take supervisory responsibility for staff, customers and building as

designated.

• Actively participate as a team player within the Frankston Library

Services.

• Act as a community hub, providing referrals and information about

products and services supplied by other agencies and community
facilities to members of the public and other Council officers.

• Provide professional, friendly and responsive customer service with

customer and industry best practice focus.

• Provide a physical space that is welcoming and comfortable e.g. clean up

spills/messes, bin rubbish, tidy shelves, wipe benches and desks.

• Participate in team training opportunities and advance skills and

knowledge.

• Contribute to the development and implementation of service

improvement ideas.

• Adhere to the requirements of the Corporate Customer Charter.

• Commit to OH&S procedures and encourage colleges to act for

themselves at work.
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ORGANISATIONAL RELATIONSHIPS

Reports to Information Services Team Leader

Supervises Library service staff and volunteers when rostered

Internal Liaisons All library staff and volunteers

External Liaisons Customers, professional groups, and community

groups as appropriate

ACCOUNTABILITY, AUTHORITY AND DECISION MAKING

• Ability to respond appropriately to difficult customers and emergency situations

within Frankston Library Service and Frankston City Council policy guidelines
and procedures.

• Accountable for adhering to library and council policies, practices,

procedures and standards in delivering information and Council service to library
customers.

• Ensure Council’s Risk, OHS and Injury Management Plans are observed and
complied with at a personal level.
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• Cooperate with Council in relation to any action taken to comply with the
Occupational Health and Safety Act.

• Ensure that no actions taken by the officer interfere with or place at risk the
health and safety of any person at the workplace.

• Ensure compliance with all privacy legislation and treat all information of a
personal and sensitive nature concerning the business of Council, ratepayers
and residents in a professional and confidential manner.

• Access to passwords and codes as required.

• Accuracy of database checking and information given at information desk.

QUALIFICATIONS AND EXPERIENCE

• Library Technician qualification as a minimum requirement

• Professional experience relevant to public library customer service

• Experience in reference and information work including on-line searching and

Internet access

• Current Victorian Driver’s Licence

SPECIALIST KNOWLEDGE AND SKILLS

• Well developed computer skills, knowledge of Microsoft Office applications, and

developments in web 2 technologies.

• Evidence of operating and maintaining office and library equipment, for example,
cash register, photocopier, computer terminal.

• Extensive knowledge of technology based information delivery and library

systems.

INTERPERSONAL SKILLS

• Commitment to team values, and behaviours through interaction with team and
customers.

• Well developed interpersonal and communication skills, and good self-

awareness, leading to the creation of a positive work environment.
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• Ability to handle dissatisfied customers in a friendly and calm manner and

negotiate fair and appropriate outcomes.

• Use initiative and creativity to solve problems.

• Willingness to learn and develop new skills, and use feedback to improve
performance.

• Display a positive attitude to change and assist customers to adapt to the

changing vision of libraries in the future.

MANAGEMENT SKILLS

• Ability to manage time effectively, set priorities and organise work in an effective
and efficient manner in order to achieve set objectives within the resources
available and agreed timelines.

• Ability to provide leadership, and allocate and prioritise tasks for team members
as designated.

GENERAL INFORMATION FOR APPLICANTS

Dr Gillian Kay
General Manager
Communities
 Vision for the City
"Our vision for Frankston City is to be an outstanding
Victorian Regional Capital on the Bay".

Values

Council believes its values are important for all its

operations and desires that staff will work with Council to
achieve an organisation that is:
• Respectful of all people.
• Honest, reliable and trusting.
• Open and accessible.
• Tolerant, fair and equitable.
• Willing to listen and respond.
• Committed to improving its decisions, services and
communication.
• Encouragement of innovation and initiative.
• Accountable and responsible.
• Viable and sustainable.
• Based on democratic practice
• In pursuit of excellence.