Student Library Assistants: Expectations

The quiz can also be taken here.

Email: danielle.christensen@mcla.edu

Phone: 413.662.5321 (main library number) or 413.662.5218 (desk)

The library is a great place to work and I will do my best to keep my expectations clear and concise. I encourage questions, so if you aren't sure of something, PLEASE ASK.  Your questions are also very helpful in developing better training tools, so ask away if I'm being unclear!

Confidentiality

As a library assistant, you will have access to private information.  It is IMPERATIVE that you maintain the highest level of confidentiality.  What does that mean, you might ask?  It means that you do not share any information you acquire about patrons and their records to anyone. Here's a sample conversation that might help you to understand:

You: My friend wants a book that's checked out - why can't I look up who has it and pass along the contact information? 

Me: You can't do that because you're taking advantage of a system that you have access to and using it for purposes other than assigned. We are expected to maintain the highest levels of confidentiality and cannot share private or personal information.  

You: But Danie, my friend is really cool and wouldn't be creepy about it! 

Me: You still can't do it.  It's nothing against your friend, but as a library, we hold privacy in the highest regard.  Your privacy, and the privacy of all library users, is important to us.  The only way we share private information is with a court order...so we are for real. 

You: But what if I do it anyway? 

Me: You would be fired. Sorry, but we take this stuff very seriously. If you aren't sure of something, please ask me or another library staff person!  We're friendly, I promise!  

Communication

With the advent of email, telephones, and pieces of paper, there is no reason not to communicate with me.  You can even talk to me in person.  If you are going to miss a shift, let me know.  If you have a question about a policy or procedure, let me know.  If you just want to say hi or ask for a reference, I'm totally cool with that, too.  In return, I ask that you check your email regularly (at least a few times per week) as I send out general information and deadlines to all student workers on a somewhat regular basis.  I prefer email communication as it is time-stamped and an easy way to keep track of conversations, but notes or calls are fine, too.  If I'm not here, you can also talk to Glenn, Alishia, or another library staff member.  

I understand that stuff comes up and that your first priority is to be a student.  I fully support that.  If you cannot make your shift, please let me know as soon as possible.  If I notice that you are consistently unable to make it to your shifts, we will have a conversation about changing your schedule.  I want you to be successful at MCLA and if rearranging a shift will help you, I'm happy to work with you to create something more doable.  That said, if you miss your shifts and do not notify me within a few hours of the missed shift, that's not good.  I have a 3-strikes policy for unexplained absences.  If you miss a shift three times without notifying me, I will begin the process to terminate your employment in the library. 

PLEASE ASK QUESTIONS!!  We LOVE questions!  If you're not sure of a policy, procedure, or are dealing with a tricky situation, we are here to help.  And with many aspects of library work, it is far more efficient to ask about something than having to redo something over and over again.  There's no shame in not knowing all the answers. I consider it an act of self-awareness and self-advocacy to be able to communicate a need or pursue information.  

Service

As a student worker, you are the face of the library when you are working and more than likely, the first face that someone sees when they enter the building. I expect you to put our patrons first and provide excellent service to them whenever possible.

Some Service Basics

• Look up and acknowledge our patrons and visitors when they enter the building - smile, say hello, or nod. 
• Put aside your homework when someone comes up to the desk - you are there to provide assistance to our patrons.  Working on homework or another assignment is fine as long as you set it aside when someone is on the other side of the desk.
• If you are not sure of the answer to a question, please get one of the staff members.
• Please keep conversations with your friends to a minimum while on desk. If a friend stops by to say hi, that's fine, but if a patron comes up to the desk, please disengage from your friend and help the patron.
• NO HEADPHONES WHILE ON DESK.  Listening to music, podcasts, etc. while shelving is perfectly fine (as long as no one can hear you).  
• Keep Circulation Desk tidy. Your stuff should not get in the way of a transaction with a patron.  A laptop and notebook are generally fine, but if you find yourself constantly moving your books, snacks, games, etc. around to access the scanner or open the drawer, you've got too much stuff out.
• Small snacks and beverages are okay while on desk, but please do not eat messy or complicated foods.  Save the sub for after your shift.  
• The phone.  Yup, phone calls are still a thing.  Generally speaking, a staff member will answer the phone when it rings, but if you are alone on desk and no one is answering, please pick it up and say "MCLA Library, how may I help you?" or other similar greeting (if not sure of what to say, just ask).  We do receive a lot of spam calls (robo-calls or 10+ seconds of silence), so please act accordingly (aka hang up).
  • Transferring calls is easy, but we will cover that in person
• Sometimes patrons need help finding things or places. Please be aware of patrons looking around and ask if you can help them find anything.  More often than not, they are looking for ABE (downstairs) or a bathroom.  If they seem really lost or disoriented, offer to walk them to where they need to be (just let one of the staffers know before leaving the desk).  Show them how to locate a book on a shelf using a call number or walk them to the Computer Lab, for example.    

Dress Code

• The dress code is pretty simple. I would like everyone to stick with business casual as much as possible. No offensive ads/messages on clothing. That's about it. If you aren't sure of what to wear, just ask me. If you are required to wear a particular article of clothing for a specific task, like closed-toe shoes, I'll let you know in advance. 

• Remember confidentiality, communication, and service
• Show up for your shift on time and ready to work
• Be open to learning policies and procedures
• Be courteous and respectful
• Follow the rules and regulations of the college
• Sign your timesheet
• Ask questions

• You cannot work during scheduled classes, even if they are online classes, canceled or end early
• You only get paid for the hours worked. 
• Timesheets must be submitted by end of day Wednesday, but the earlier the better.
• You must submit a copy of your Concise Student Schedule to me before you start working (It helps me understand your schedule if anything needs to be changed)
• All Human Resources (HR) paperwork must be completed and submitted before you can start working