JOB SUMMARY

The mandate of the Long Term Care Service is to provide resident care based on the needs of individuals, as determined by medical, nursing, functional and psychosocial assessments, and on each resident’s expressed needs. The care provided in each home includes specialized, restorative, supportive and palliative care for persons with dementia, disabilities and health problems who cannot live independently in their homes, and whose needs cannot be met in the community.

You are responsible for providing receptionist service by: answering all incoming calls and inquiries made in person, courteously and efficiently; providing typing service; and ensuring that office accommodation and equipment is properly secured after working hours, with an emphasis on resident safety and engagement.

EDUCATION AND EXPERIENCE

Completion of Grade 12

Minimum of 1 year of related experience

KNOWLEDGE

• Office practices and procedures, including records management
• Computer software applications MS Word, Excel, Electronic Mail
• Office equipment (fax, photocopier)
• Sound knowledge of the branch’s programs and structure combined with good knowledge of the department and general knowledge of the city at large
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.

COMPETENCIES, SKILLS AND ABILITIES

• Excellent telephone skills
• Type accurately at 40-60 wpm
• Use tact, discretion and confidentially, combined with reliability and good judgment
• Gather and compile statistical information
• Communicate effectively, both verbally and in writing
   

JOB SUMMARY

Ottawa Public Library (OPL) provides accessible, innovative library and information services throughout the City of Ottawa, that meet the unique needs of diverse communities, delivered through a range of vehicles and reflecting a citizen-centred approach. The Public Service units are responsible for the customer-centric public library activities, programs and services offered by the Library's 33 branches, mobile and digital services, to meet the needs in their catchment area.

You provide information, reference and readers advisory services; develop, implement and conduct children’s programs; provide circulation and page services in the Library and/or the community and/or mini-libraries, nursing homes and other locations; and perform routine collection maintenance duties.

You may be the senior person in charge or exercise responsibility for the day-to-day operation of the library branch.

Work is performed within the context of the policies and framework of the Library corporate culture as embodied in the Mission Statement, Core Values, Customer Experience Guidelines and the Canadian Federation of Library Association position statements on Intellectual Freedom and Diversity and Inclusion, with particular emphasis on providing customer service excellence.

EDUCATION AND EXPERIENCE

Completion of 2-year college diploma in Library and Information Technician, Early Childhood Education, or related field.

Minimum of 1 year of related experience working with children’s programs.

KNOWLEDGE

• Adult/children’s literature in a variety of formats, readers’ advisory services, trends in reading, literacy and ESL collections and adult programming.
• Trends and techniques for developing effective library programming for children.
• Reference resources in print, microform and electronic formats and of current developments in reference services.
• Electronic database and other bibliographic searching techniques.
• Principles of collection development and maintenance.
• Methods and techniques for sorting and shelving library materials according to alphabetical, Dewey Decimal or other prescribed sequence and procedures.
• Library circulation procedures and practices.
• Methods and techniques of responding to inquiries and resolving patron complaints.
• Desktop applications, intranet and internet and keyboarding procedures, to the extent where it may be required to demonstrate such usage to colleagues or library patrons.
• General knowledge of library policies and procedures.
• Knowledge of customer service techniques and protocols
• Working knowledge of applicable occupational health and safety legislation.
• General knowledge of Ottawa Public Library’s policies and procedures related to health and safety.

COMPETENCIES, SKILLS AND ABILITIES

• To deliver library programs to a range of users including pre-schoolers, school age and adults.
• Use tact, discretion and confidentiality.
• Excellent verbal communication skills.
• Exercise effective judgement and independent decision-making capabilities.
• Ability to design and create thematic displays.
• Data entry, retrieval and keyboarding skills including use of standard office equipment and operation of an IBM compatible computer in Microsoft Windows.
• To perform routine manual or clerical tasks and manoeuvre book carts and lift boxes up to 40 pounds.
• Minimum keyboard skills of 25 wpm.
• Perform multiple tasks concurrently.
• Customer service orientation, including the use of tact, discretion and confidentiality
• Attention to detail.
• Strong interpersonal skills, ability to deal with the public and handle problems as they arise.
• Flexibility, ability to adjust priorities.
• Ability to work effectively as a team member.
• Strongly committed to quality customer service.