Mission Statement Values Statement Staff Competencies
Staff Competencies
Client Focus: Strives to meet and exceed patron’s expectations
- Provides individualized service to each patron
- Shows the patron respect at all times by being approachable, pleasant,
and using formal name or title when appropriate
- Strives to help the patron in any way and anticipates their needs when possible
- Proactively follows up to ensure patron needs were met
- Maintains an awareness of multiple patron needs
Communication: (verbal, listening and written) Demonstrates attentiveness
to patrons, conveys an understanding of their comments and questions, and
expresses thoughts clearly
- Acknowledges patrons upon their arrival by greeting them in a courteous manner,
e.g. smiling and making friendly eye contact
- Listens actively by clarifying, rephrasing, or reflecting back on what the patron said
- Avoids interrupting or drawing premature conclusions when a patron is speaking or
asking a question
- Tries not to use library jargon when answering patron questions
- Responds to questions and requests in a timely manner (within 24 hours if possible)
- Strives to answer phone calls within 3 rings when feasible, uses proper
greeting, and is sensitive to patrons that are there in person
- When sending electronic messages, uses a business-like tone (avoids using slang,
jargon, colloquialism, etc.)
Library Knowledge: Possesses and acquires knowledge of how the University
library system, cluster and unit functions
- Is knowledgeable about Library policies and procedures (checks library
websites for reference)
- Is willing to ask a co-worker if he/she doesn't know the answer to a question
- Explains policies in a consistent manner and consults with a supervisor
if exceptions are needed
- Acquires training as needed by attending workshops, reading written documentation, etc.
Problem Solving: Uses appropriate tools and techniques to prioritize
problems to be solved, answer patron’s questions, and implement solutions
- Asks questions and collects information from the patron to aid in solving a
problem or in answering their questions
- Involves the patron in the problem solving process when appropriate
- Makes recommendations for ways to resolve the problem or offers creative alternatives
- Follows through on suggestions or commitments made to patrons and provides
status reports when appropriate
- Works cooperatively and productively with others to achieve optimum results
Conflict Management: Addresses substantive conflicts and disagreements using
conflict resolution strategies
- Listens to patron and avoids defensive attitudes (by keeping calm, not
taking comments personally, remaining attentive and concerned)
- Empathizes with the patron and demonstrates an understanding of his/her point of view
- Explains policy in support of library
- Refers patron to a co-worker and relocates the discussion from the scene if necessary
- Consults with a supervisor if flexibility regarding rules or policies is needed
- Encourages patron to put their concerns in writing
Professional Image: Cultivates a business-like image by neatness of appearance
and work area, models good behavior for students, etc.
- Engages in only library or university activities when working in public areas of the library
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