Job Summary

Bringing Calgary Public Library’s strategic plan to life, the Library Experience Facilitator engages directly with users in support of literacy and lifelong learning both within the Library and out in the community. The Library Experience Facilitator provides responsive and friendly customer service and creates enriching library experiences for users of all ages, abilities and backgrounds through the delivery of Library programs that inspire wonder, play, and delight.
Reflecting Calgary Public Library’s commitment to continuous improvement in the name of meeting the community’s ever evolving needs and expectations, the Library Experience Facilitator contributes positively to change, working collaboratively and constructively in a dynamic team environment in which learning happens every day.
The Facilitator shows leadership by willingly sharing knowledge and expertise about Library programs and initiatives and through training, coordination and supervision of other employees as assigned.

Responsibilities and Activities

The Library Experience Facilitator contributes to the success of the Library and its impact in the community by participating in a wide range of responsibilities and activities.
Engage with Users

• supporting users in using technology provided by the library (e.g. computers, printers and wireless networks) and in accessing the Library’s e-resources on personal devices

• working alongside members to define and refine complex information queries and to help members develop the skills to navigate the information universe

• engaging with users of all ages about their reading interests, helping them select their next great read

• delivering programs from the full range of the Library’s offerings, and leading activities, orientations, and tours, both planned and spontaneous

• representing the Library at community events or at partners agencies

• extending library services outside the walls of the Library

• updating membership records

• supporting members in adopting and using the Library’s self-serve and virtual membership options

• circulating physical collections

Shape a Positive User Experience

• problem solving in response to users’ questions or concerns about the Library

• updating the program registration management tool

• troubleshooting technical issues and communicating with other internal departments, as required

• coordinating room bookings

• ensuring in-library collections are appealing, accessible, and organized

• reporting and/or resolving physical safety, security and facilities issues as appropriate

Facilitate Capacity Development

• providing leadership and expertise to other team members and volunteers

• piloting new programs and providing feedback and input on programs, when required

• providing input into program selection and scheduling, contributing to monthly reporting, and collecting data on library activities

• supporting other team members in adopting and implementing new programs

• orienting new volunteers, liaising with Volunteer Resources and ongoing problem solving, coordination and communication with volunteers in the library

• training colleagues in the library setting and in system-wide learning initiatives

Create a Welcoming Environment

• promoting attendance at Library programs

• promoting the use of the Library’s electronic and physical resources

• promoting the benefits of Library membership and signing up new members

• being knowledgeable and answering questions about Library membership

• being a constructive and collaborative part of the Calgary Public Library team, fully participating in daily operations

Apply Operational Procedures

• performing opening and closing procedures and reconciling branch financial transactions
• participating in emergency response procedures and workplace inspections
• acting as the senior person or shift supervisor in the library at assigned times
• coordinating some activities and outreach efforts conducted by others

Qualifications

• Completion of

  • a university level degree and a minimum of two years directly related experience, or
  • a post-secondary diploma and a minimum of four years of directly related experience

• Valid Driver’s license and insurability under the Library’s insurance program may be required based on operational needs

• Pre-Employment Screening Requirements:

  • Vulnerable Sector Check
  • Successfully complete specified technology use tests

Additional Information

Knowledge, Skills and Abilities:

• Exceptional customer service skills

• Ability to lead engaging and enriching programs and activities, both in the Library and out in the community

• Excellent verbal and written communications skills, presentation skills, and public speaking skills including the ability to adjust communication style to interact effectively with users of different ages, backgrounds, and abilities

• Spoken fluency in a second language is considered an asset

• Ability to multi-task and prioritize work

• Strong interpersonal skills and ability to work effectively with a variety of groups

• Commitment to continuous improvement and self-directed learning

• Intermediate Technology Skills (as defined by Human Resources)

Working Conditions:

• Working in a public library setting and in offsite locations with members of the public of all ages, backgrounds, and abilities
• Lifting, pushing and pulling library materials; lifting and carrying up to a maximum of 22 pounds
• Ability to squat, kneel, bend, raise arms above shoulders
• Ability to read small print
• Repetitive hand movement for extended periods of time
• Standing and walking for extended periods of time
• Simultaneous and multiple priorities
• Work at off-site locations and shift work required