A Reference Assistant's primary job is to serve all patrons courteously and efficiently. Everyone who works in Public Services should be knowledgeable of the library's physical and electronic collections. We have two service desks within the library: Circulation/Reserves and Research/Reference Services. You will be interacting with the public services department within Sibley, which includes Sarah Chasey, Access Services Manager; Jim Farrington, Head of Public Services; Gerry Szymanski, Reserves and Digital Services Librarian; Rick McRae, Cataloging and Reference Librarian; and Jonathan, Sauceda, Head Librarian. A current full staff list with contact information can be found here. There is also a list of phone number extensions near the telephone at the Circulation/Reserve desk.
Reference Desk Assistant Customer Service Expectations
We often serve as the “first point of contact” for Sibley. The initial impression that people have of the library will depend on how we present ourselves. Since you will be answering many of our calls and greeting numerous guests, it is essential that you present yourself in a professional and friendly manner. Please greet people with a smile as they enter the library or approach the desk.
Professionalism
The following are prohibited at all service desks:
Meals
Uncovered drinks
Over-ear or noise canceling headphones
Personal phone calls or virtual meetings
Lengthy conversations with peers or other service desk attendants
You are expected to be present and professional and answer basic Reference questions, assist with simple catalog searches, and direct patrons to a music librarian when they need more in-depth research assistance.
You may be called upon to back up the Circulation desk in case of staff shortage.
All guests without University ID will need to ring the bell for admission into the library. Have all guests sign the guest registry and provide a valid form of ID in order to enter the library. Please have them fill out their name, current address, date, and reason for visiting the library.
Homework and personal work are discouraged during work hours. There will not always be a special work project ready for you at the desk, but you need to be ready to respond to any chats that come in. During any free time, look around to see what should be done. For example, you could familiarize yourself with library's online catalog, research guides, and databases. These resources will help you as a student, so please take advantage and share what you have learned with your peers. If you are unsure of anything, please ask a librarian for assistance. There is no end to tasks in the library, and we could use your assistance with reshelving, website updates, signage, call number relabeling, and other special projects.
Ensure the desk is organized.
Never leave the desks unattended.
Collection Maintenance
Re-shelving Reference books left in the area.
Other duties as assigned.
Confidentiality
A circulation transaction is confidential. Under NYS Confidentiality Law, Chapter 14, you may never give out the name of an individual who has borrowed an item.
Finding a Sub
Punctuality for scheduled shifts should be taken very seriously. Please plan accordingly and take the necessary precautions to ensure that you arrive for your shift on time. If you have an opening shift, please arrive 10-15 minutes before opening to ensure that library operations are ready. As there is only one Reference Assistant scheduled for any given time, there are no built-in backups.
You are responsible for your assigned shift. If you cannot work a shift, you must find an authorized replacement
If you have a last-minute issue (accidents, sudden illness, family emergency, etc.) please text Jim's cell.
If you will be late for a shift, text Jim and whoever you are scheduled to replace before the start of your scheduled shift.
Three Strike Violation Policy
Missing a shift without advance notice of at least 24 hours will result in one strike.
Being late for a scheduled shift will result in one strike.
Accrual of 3 strikes during an academic year will result in termination as a reference Assistant.
Failure to show up for an assigned shift without finding your own replacement may result in immediate termination.