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Reference Assistant
JOB TITLE: Reference Assistant
CLASSIFICATION: Salaried, Non-Exempt
DEPARTMENT: Public Services
REPORTS TO: Head Public Services Librarian
PURPOSE
The Reference Assistant provides helpful information and assistance at the Reference Desk and helps ensure a welcoming, service‑oriented environment for all library visitors. As a front‑line Public Services position, this role staffs the Reference Desk and reading room, serves as the first point of contact for visitors, and supports access to the Library’s collections, exhibitions, programs, and services.
KEY ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS
Public Service & Reference Support:
- Staffs the Reference Desk during assigned shifts, providing courteous and responsive service to all patrons.
- Assists patrons in locating and requesting materials using the online catalog; provides guidance on search strategies when appropriate.
- Registers new patrons and updates existing accounts, ensuring accuracy and adherence to Library procedures.
- Checks out, renews, and explains borrowing rules and circulation policies to support positive patron experiences.
- Monitors the Library’s phone and email inboxes; responds to routine reference questions or forwards inquiries to Research Specialists as appropriate.
- Verifies citations and library holdings for patron requests and document‑delivery services.
- Maintains accurate statistics related to desk activity, patron interactions, and assigned tasks.
- Staffs the reading room in the History of Science Library as scheduled.
Reading Room Operations:
- Opens and closes the Library in accordance with established procedures.
- Maintains the Main Reading Room by ensuring desks, equipment, and shared spaces remain clean, orderly, and ready for use.
- Assists patrons with library equipment, troubleshooting basic issues and escalating problems when needed.
- Maintains awareness of patron activity in public spaces and communicates safety or security concerns to the supervisor. Communicates operational concerns, trends, or issues to the supervisor in a timely manner.
- Replenishes supplies and prepares workspaces to ensure a consistent and professional environment. Coordinates package pickup and delivery as needed.
Front-of-House Services:
- Welcomes visitors, answers basic questions about the Library’s history, collections, services, and programs, and directs patrons to appropriate resources.
- Supports the Earned Revenue and Retail Operations Manager by assisting Library guests with Gift Shop point‑of‑sale transactions and ensuring a welcoming, service‑oriented experience as needed
- Provides overviews of exhibitions and helps with wayfinding, to support a positive guest experience.
- Manages incoming phone calls, greets visitors, and announces guests for scheduled appointments.
Collection & Catalog Support:
- Enters items into the online catalog following established guidelines.
- Curates book displays and reading lists that highlight the Library’s resources and support patron engagement.
Other Duties
- Contributes to special projects and departmental initiatives assigned.
- Performs other duties as needed to support the goals and effective functioning of the department and the Library.
SUPERVISORY RESPONSIBILITIES
None
EDUCATION AND EXPERIENCE
Required
- Associate’s degree required, Undergraduate preferred.
- Excellent customer service skills and experience working with the public.
- Working knowledge of Microsoft Office products.
- Keyboarding skills required.
- Ability to work Saturdays as part of a permanent schedule.
Desirable
- Previous library experience, especially with Library of Congress classification.
- Knowledge of library management software (Alma, Voyager, etc.).
- Background in the sciences and/or engineering.
- Familiarity with at least one foreign language.
COMPETENCIES
- Patron/Visitor Focus: Prioritizes the needs and experiences of Library patrons or visitors. Connects patrons with relevant collections, services, and programs, ensuring that the library remains a welcoming and valuable community resource.
- Teamwork: Collaborates with team members to achieve shared goals efficiently and effectively. Values diverse contributions and fosters a cooperative spirit in the group. Shares accountability, respects others, and adapts to and complements strengths.
- Written Communication: Expresses ideas clearly, actively listens to others, and checks for understanding. Adapts communication style to different audiences and seeks input.
- Accuracy: Produces precise and error-free work by thoroughly attending to details and double-checking work, ensuring high-quality and reliable outcomes.
- Composure: Maintains calmness and professionalism under pressure or when facing challenging circumstances. Possesses self-awareness and self-regulation in the face of daily stressors.
- Flexibility: Adapts easily to new or changing situations. Is open-minded, willing to adjust, and nimble when faced with shifting circumstances.
- Information Retrieval: Capably and promptly searches, navigates, and retrieves pertinent information from various library and research sources.
TRAVEL REQUIREMENTS
None
WORK CONDITIONS
This position involves working in both a traditional office and in public-facing spaces, including the reading rooms and open stacks. This position is vital to the daily function of the library and involves working closely with the library collection, as a result, it has limited opportunities for remote work.
Other environmental factors may include:
- Potential exposure to dust and allergens from books and storage areas.
- Frequent interaction with library patrons, answering questions, and providing assistance.
- Background noise from conversations and activities, which can vary throughout the day.
COMPANY VALUES/STATEMENTS
Diversity, Equity, Accessibility, and Inclusion
At Linda Hall Library, we are committed to fostering a culture of Diversity, Equity, Accessibility, and Inclusion (DEAI) that reflects the rich tapestry of the global community we serve. We believe that a diverse and inclusive environment enhances the intellectual rigor and cultural vitality of our institution, enriching the experiences of our staff, patrons, and partners. We strive to create a welcoming space where all individuals feel valued and respected. Through our collections, programs, and community engagements, we are dedicated to promoting equity and accessibility. By amplifying varied voices and ensuring universal resource access, we broaden participation and maximize our impact, fostering a more inclusive and enlightened society.
Equal Opportunity
The Linda Hall Library is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
The Linda Hall Library is an Equal Opportunity Employer M/F/D/V.
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Includes Saturdays
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