University of Miami - Richter Library

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University of Miami - Richter Library

Access Services Student Assistant Manual 2014-2015

Congratulations and Welcome Aboard!

We’re happy you’ve joined our team for the 2014-2015 academic year.

TABLE OF CONTENTS

What is ‘Access Services?’ ……………………………………………………………..3

Basic workplace policies…………………………………………………………………4-5

Online tutorials………………………………………………………………………………6

Important names/numbers/emails………………………………………………..7

Payroll info...... …...8

Hiring process…………………………………………………………………………………9

Other important stuff…………………………………………………………………….10

WHAT IS ACCESS SERVICES?

You’ve been hired to work in the Access Services Department of the Otto G. Richter Library. Access Services is comprised of three units:

Circulation (customer service at the main service desk)

Stacks Management (sorting/reshelving and shifting materials)

Inter-Library Loan (borrowing and lending materials with other libraries)

You will be assigned to one of these units for your main duties, but may be asked to fill in or help out in either of the other two as well.

BASIC RULES

SCHEDULE

Attendance is crucial. Set a realistic schedule with your supervisor that factors in your academic and social commitments so that you can be here when you’re expected to be at work. If you need to adjust your schedule during the year, see your supervisor. We’re generally flexible if you prove yourself a solid worker. If you need to miss work, call in ASAP to 305-284-4811 and ask for your supervisor or the ‘supervisor on duty’.

If you are a Federal Work Study student, you may work up to 20 hours per week. Non-FWS students can work a maximum 10-hour weekly schedule. Most jobs last the academic year, but we do have limited opportunities for summer employment as well. You are not expected to work when classes are not in session (winter break, fall break, spring break, etc).

After signing up for classes each subsequent semester, let your supervisor know when you are available and we’ll match that up with the scheduling needs of the department to come to an agreement. Scheduling assignments are made on a first come first-served basis, so the earlier you establish your hours the better. We’re aware that most schedules are ‘tentative’ until the first few weeks of the semester have passed.

Your attendance is recorded using the KRONOS telephone system. If you make an error clocking in, let your supervisor know and they can correct it.

Breaks – If you work 4 or more consecutive hours, you’re entitled to a 15-minute paid break at some point in the second half of your shift.

DRESS CODE

Dress as you would for class, but please avoid the following:

Low cut or revealing clothing

Exposed undergarments

Clothing with profanity or inappropriate wording

Please wear the lanyard you were issued while at work

DO’S and DONT’S WHEN WORKING AT THE CIRCULATION DESK

DON’T’S

1)  Having headphones/earbuds in (OK if working in the stacks or other projects that don’t involve dealing with customers)

2)  Watching movies/playing games or other activities on the computer that will distract you from efficiently serving the patrons at the desk

3)  Visiting with friends for longer than a quick hello

4)  Answering phone calls or texts (if you need to make/take or respond to a call or text please step away briefly into the hallway area and return promptly)

5)  Having a laptop or other device open on the desk. Studying or having a textbook open is OK within reason during slow periods

DO’S

1)  Greeting customers with a smile and hello

2)  Keeping a calm and positive demeanor, even when dealing with an unpleasant patron

3)  Handling as much as you can on the spot, but calling in your supervisor for questions you don’t know the answer to - or situations where you need help

4)  Stopping all conversations and other activities when a patron approaches the desk

5)  Keeping a sense of humor and positive attitude

6)  Listening intently; acknowledging the patron’s need through verbal and non-verbal communication.

7)  Asking questions to avoid putting the patron on the defensive

Watch our Customer Service training video here:

(link)

Watch the tutorial on shelving books using the Library of Congress Classification System:

(link)

IMPORTANT PHONE NUMBERS AND EMAILS:

Circulation Supervisor On-Duty Line (to report absences, etc) – 305-284-4811

Circulation Desk Phone - 305-284-3233

Office of Student Employment - 305-284-6641

Library Human Resources Liason (Jeanette Moreno)–

305-284-4585

Circulation Desk student supervisor – 305-284-3235

Stacks Supervisor (Michelle Creque) – 305-284-3234

Inter-Library Loan Manager (John Sandoval) – 305-284-6102

Steve Roberts – Department Head – 305-284-4811

HOW YOU GET PAID

1)  Sign up for direct deposit via CaneLink (if this is not possible for you the library will issue a check which can be picked up in the 3rd floor dean’s office- however we highly recommend direct deposit) http://www.miami.edu/finance/index.php/student_account_services/services_provided/direct_deposit/.

If you are signing up for the first time, it may take 1 pay cycle to take effect, so your first pay would be via physical check

2)  Pay periods are two weeks long, and the pay schedules can be accessed here: https://umshare.miami.edu/web/wda/payroll/ElectronicTimekeeping/A04-fy2014-2015%20PAY%20SCHED.pdf

3)  Starting pay is $8.50/hour (as of 8/14) with pay increases after each academic year, at your supervisor’s discretion

4)  First preference for jobs and hours are given to students who qualify for Federal Work Study benefits, so be sure to keep your paperwork and applications updated. The best resource for questions about these types of issues is the Student Employment Office http://www.miami.edu/index.php/ose

HIRING PROCESS

Students interested in working, must fill out an application at the main desk

Those with the proper qualifications will be contacted to arrange an interview

Students with Federal Work Study benefits (or Miami Commitment funds) receive first preference, but we always hire a number of non-FWS, too.

After you interview and are selected for hire

If you’ve never worked at a UM job before, the library HR rep will email you a link to a US Government website called E-Verify. This is a brief online form that verifies citizenship and eligibility to work.

Once you’ve filled out that form, come into the library with a copy of either a passport, or driver’s license AND Social Security Card combo. Your supervisor or the HR rep will photocopy these items.

After the above two actions are completed you will need to sign a Student Employment Activity Form, which you or your supervisor will deliver to the Employment office. They will in turn notify your supervisor when the entire process is complete, and you’ll be notified about your start date.

If you’ve worked for the U before – you will skip the first two parts of the above

Job descriptions

Access Services Student Assistant – Circulation Desk Attendant

Hours: Various Shifts

PURPOSE AND SCOPE

Student Assistants provide high-level customer service to the patrons of the Richter Library

ESSENTIAL DUTIES & RESPONSIBILITIES:

Front Desk customer service (80%)

·  Check-in and check-out library materials using library software

·  Assist patrons in locating materials in the online catalog

·  Collect and process fines and fees

·  Provide customer service over the telephone

·  Enforce library entrance and ID policies

·  Direct patrons to the appropriate locations/departments within the library

·  Answer general questions regarding Richter Library and the UM campus

·  Accept lost and found items and store according to library policy

·  Place items on hold for patrons and retrieve held items for check-out

·  Search for course reserves

Other (20%)

·  Scan in and double-check returned items

·  Reshelve DVDs

·  Assist with the training of other student assistants

·  Help in the sorting room as needed

·  Other duties as assigned by supervisor

WORKING RELATIONSHIPS

·  SUPERVISION RECEIVED

This position reports to the Daytime Circulation Supervisor, or the supervisor on-duty. Full-time staff may also assign projects or ask for assistance

QUALIFICATIONS (education, Experience, Skills, Training, etc.)

·  Experience providing customer service to a diverse clientele

·  Repetitive lifting of up to 10 lbs

·  Standing for extended periods of time

Access Services Student Assistant – Stacks Maintenance Aid

Hours: Various Shifts

PURPOSE AND SCOPE

Student Assistants perform various shelf-maintenance tasks intended to provide consistent and uninterrupted service to library patrons.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Shelf-Maintenance (80%)

·  Empty book drops

·  Pick up library materials after in-house use

·  Sort books into specific order

·  Shift books from one shelf to another or between floors

·  Maintain neatness and order of library collections

·  Scan barcodes of library materials

·  Search library catalog/database

·  Measuring and tabulating linear feet of books/shelves

·  Change status codes in item records in library database

Other (20%)

·  Arrange furniture used by patrons in public areas

·  Provide assistance to patrons in finding library materials

·  Assist with the training of other student assistants

·  Erect and break down shelving and other equipment as needed

·  Perform minor “facilities” work (e.g. drilling, hanging, screwing, lubricating, etc.) as needed

·  Other duties as assigned by supervisor

WORKING RELATIONSHIPS

·  SUPERVISION RECEIVED

This position reports to the Stacks Maintenance Supervisor. It requires the ability to be given a set of tasks to be accomplished on regular basis (daily, weekly, biweekly) and to accomplish them with reasonable supervision.

QUALIFICATIONS (education, Experience, Skills, Training, etc.)

·  Pushing a wheeled book truck weighing up to 50 lbs Standing and walking

·  Dusty conditions Repetitive lifting of up to 10 lbs

·  Repetitive bending and stretching

Other important info:

Library website

www.library.miami.edu

UM Sexual harassment policy

http://www.miami.edu/index.php/wep/sexual_harassment-1/