Interlibrary Loan and User Services Associate (Library)
Job Type :
Full-time, Limited Term
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
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
Hires, schedules, trains and directly supervises 1-2 student assistants
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
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
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
$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 firstname.lastname@example.org. 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 email@example.com. 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 firstname.lastname@example.org.