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Interlibrary Loan and User Services Associate (Library)

Job Information
Author pmnationtalk
Date December 14, 2017
Type Full Time
Company Wilfrid Laurier University
Location Waterloo, ON
Category Business / Management
Client Wilfrid Laurier University
Contact Information
Apply Now!

Posting ID : 8539
Apply By : 12/14/2017
Position Title : Interlibrary Loan and User Services Associate (Library)
Department : Library
Job Type : Full-time, Limited Term
Campus : Waterloo
Reports To : Head, Copyright and Resource Delivery and Desk Services Manager
Position Summary : At Laurier, we are a community. It’s what brings our students here and what keeps our people here.

As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

We currently have an opportunity to join the Laurier community as an Interlibrary Loan and User Services Associate.

Reporting to the Head of Copyright and Resource Delivery and the Desk Services Manager, the Interlibrary Loan Associate divides time between responsibilities for Interlibrary Loan and User services.

User services responsibilities consist of providing front-line Library reference and circulation services through daily, direct contact with students, faculty, staff, alumni, and the public. Reference services involve assisting, advising and training library users in the identification, evaluation and use of the many and varied services and resources required to meet their research needs. Circulation services involve charging, renewing, and discharging library materials, collecting fines, and updating patron records.

Interlibrary loan responsibilities include working in a team environment to borrow from and lend materials in various formats to libraries worldwide to fulfill faculty, staff, and student requests. Specific duties include verifying and processing faculty, student and staff requests for library materials; monitoring RACER to ensure that all requests are meeting deadlines according to established terms of reference; following University Access Copyright guidelines; invoicing borrowers for charges incurred; providing interlibrary loan information and location information; providing technical support; training and supervising students; scheduling of film and video requests for all Laurier campuses.

Accountabilities : User Services (50%)

Provides in-person and online user services

    • Responds to queries at the Library’s in-person and online service points
    • Handles a high volume of requests and multiple simultaneous questions efficiently and effectively
    • Interviews a broad spectrum of library users (students, staff, faculty, the public) to identify their information and research needs
    • Analyzes user needs and identifies appropriate resources and strategies (electronic and print, across multiple subject disciplines) to meet those needs
    • Instructs, assists, and advises Library users in the appropriate use of appropriate information resources, search techniques and research strategies
    • Advises Library users on interpreting online borrower records, due times and special conditions related to borrower or item records
    • Explains and helps patrons understand and interpret the services and policies of the Laurier Library and Tri-University Group of Libraries
    • Investigates and resolves patron questions, issues, and conflicts over fines and collects fine payments
    • Registers, updates records and validates borrower cards for all Laurier students and TUG borrowers
    • Charges, renews, and discharges library materials (including TUG and Reserve requests)
    • Assists and instructs users on using Library equipment, including printers, photocopiers, public computers, and microfilm readers
    • Monitors the status of Library equipment, places and follows up on service calls as required

Maintains current skills and knowledge

    • Maintains current knowledge of the services and policies of the Library, the University, and the Tri-University Group of Libraries consortium
    • Actively maintains skills and updates knowledge of frequently-changing research resources through self-study and participation in regular training sessions
    • Mentors, shares knowledge, and communicates regularly with other user services staff

Participates in other user services activities

    • Participates in activities and special projects related to the functioning of the Library’s user services, for example:
    • Attending department meetings and composing minutes
    • Compiling and providing basic analysis of departmental statistics
    • Preparing, creating, and updating information handouts, user guides, signs, and web content
    • Monitoring supplies
    • Assisting with creation of guidelines and procedures for user services staff

Interlibrary Loan (50%)

Interlibrary Borrowing and Lending

    • Handles all process involved with all incoming and outgoing ILL materials
    • Accepts, verifies, locates, processes, and updates ILL requests
    • Evaluates patron requests and makes decisions about appropriate actions needed to complete them
    • Uses the Library’s automated system, ILL databases and software (e.g. RELAIS, RACER, ARIEL), and scans documents to fulfil patron requests.
    • Evaluates requests according to Access Copyright regulations and Canadian Copyright Law and ensures adherence to appropriate laws and guidelines
    • Interviews potential users from various levels within the university community to recommend the most efficient method/service for obtaining materials requested
    • Conducts verification and locational data searches using various electronic databases, library online catalogues, the Internet, plus numerous print resources for the ordering of material from other libraries or document delivery services. Requires in-depth knowledge of the various policies and procedures of other libraries and document delivery suppliers with respect to supply costs, turnaround times, copyright regulations and public performance rights
    • Decides where to obtain material which is difficult to locate or requires special consideration. Errors in judgment could lead to user dissatisfaction, unnecessary costs and/or copyright infringement or failure to obtain needed material.
    • Acts as Laurier Bureau Administrator for the RACER system; inputs and edits user alerts in RACER system
    • Maintains and manipulates patron and library database files for Interlibrary Loan management and document delivery systems (RACER and RELAIS)
    • Troubleshoots issues with requests, systems and scanned documents and acts as a resource person for staff in other Library departments and in other libraries
    • Responds to inquiries, questions, and concerns from faculty, students and staff from Laurier, the Tri University Group of Libraries, and other research libraries in Canada and worldwide, uses appropriate judgment and takes necessary action to remedy concerns
    • Establishes and maintains effective working relationships with faculty, staff, and students

Student Supervision

    • Hires, schedules, trains and directly supervises 1-2 student assistants

Media Scheduling

    • Schedules film and video classroom booking requests for all Laurier campuses
    • Handles all data entry for the media booking system
    • Trains student assistants to process the shipping and borrowing of programs
    • Consults with faculty to decide the order of screening when conflicts arise
    • Ensures compliance with the law as it pertains to public performance rights

Statistics and annual reports

    • Shares in the recording and compiling of monthly and annual statistics required by the library, the Ontario Council of University Libraries (OCUL), and other ILL/DD affiliates
    • Maintains the Access Services departments circulation statistics in an Excel database

Accounts Receivable

    • Coordinates accounts receivable for Interlibrary Loan
  • Handles invoicing; keeps track of incoming payments and refers bills for long overdue notices to User Accounts staff to invoice borrowing libraries
Qualifications :
  • University degree
  • 1 year experience providing quality front-line customer service in a fast-paced environment, preferably in a college or university library
  • Experience with various ILL/DD databases (e.g. RACER, RELAIS)
  • Strong public service interest and skills
  • Ability and ongoing commitment to adapt and learn continuously
  • Excellent analytical and problem-solving skills
  • Superior communication and listening skills
  • Ability to be creative and take initiative in finding solutions to patron queries
  • Ability to interact diplomatically with the public, respect the privacy of library users and maintain confidentiality
  • Ability to handle pressure, stress and conflict in public service situations calmly, tactfully and with discretion
  • Ability to multitask and handle multiple tasks in a fast-paced environment
  • Understanding of and sensitivity to the service needs of Library users with diverse backgrounds, including an understanding of issues related to effective service provision for people with disabilities
  • Demonstrated experience overseeing and assigning work to up to 4 student workers
  • Ability to set priorities and accomplish tasks effectively
  • Ability to work both independently and collaboratively as a team member
  • Demonstrated good judgment
  • Ability to recognize limits of knowledge, ask questions of and refer issues to senior colleagues
  • Accuracy and attention to detail
  • Flexibility in adapting to patrons’ varied requests and to changing workload
  • Above average computer skills including good knowledge of standard office software and strong Internet searching skills
  • Working knowledge of Canadian Copyright Law and Public Performance Rights
  • Knowledge of at least one other language is a definite asset
Grade : WLUSA-07
Salary : $30.91 to $36.37
Salary Notes : This is a full-time, limited term position until June 1, 2018.

This position is eligible for equivalencies.

Please note: The incumbent’s hours may vary from day to day or week to week as needed to cover user service shifts, for example 8-4, 9-5, 10-6, 12-8. Most work will take place Monday-Friday between 8 and 6, with weekend and evening shifts (to 8pm) on regular rotation.

Please Note :

This position is represented by the WLU Staff Association bargaining unit.

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Diversity and Equity Office at We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or

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