Patron Services Specialist

Full Job Description

The Office of Secretary of State (OSOS) offers some of the most unique and diverse job opportunities in state government. Its critical responsibilities include: ensuring a fair and accurate elections process; connecting Washingtonians through the power of libraries; protecting our important government records; and registering corporations and charities. The Secretary of State also administers vital community programs that inspire giving, document our history, and assist crime survivors in avoiding further abuse. This independent office under the state Constitution operates from facilities in the Olympia area and statewide.

The OSOS is looking for top-performing employees who embody its core values of integrity, service excellence, visionary leadership, collaboration and teamwork. It is committed to both employee growth and work-life balance. The benefits of working in state government also include potential eligibility for the federal Public Service Loan Forgiveness program.

The Washington State Library connects people to the power of libraries. As Washington's oldest cultural institution, the library's unique and rare collections date back to territorial days. Resources include historical print and digital compilations, collections of state newspapers and maps, state and federal government publications, and the Ask-a-Librarian service.

The library benefits local libraries and their patrons through its consulting services, grants, subsidies, training, and programming. Additionally, the Washington State Library provides services to state prison and state hospital libraries. OSOS also operates the Washington Talking Book & Braille Library (WTBBL) in Seattle, a library for people unable to read standard print.

The Washington Talking Book & Braille Library (WTBBL) is a program of the WSL, a division of the OSOS, and a network library of the National Library Service for the Blind and Print Disabled (NLS).

WTBBL builds community and provides equitable access to information and reading materials for Washington residents unable to read standard print.

The Patron Services Specialist reports to the Outreach Librarian at Washington Talking Book & Braille Library (WTBBL) and serves as the first point of contact for new patrons by providing exceptional customer service, is the designated technical expert for creating and maintaining WTBBL patron records and profiles in the KLAS integrated library system, designs marketing material, posts on social media, and supports the outreach program.

Please note: Interviews for this position will be conducted on an ongoing basis. The hiring manager reserves the right to fill the position at any time.

Requirements

Patron Registration
Tasks include:

• Delivers high-quality, customer-focused services to a diverse patron base, provides assistance to patrons and third parties directly over the phone, in person and electronically.

Responsible for contacting all new patrons for onboarding within one week and to answer any questions, make updates to reading preferences and train patrons on how to use equipment and/or how to utilize library services.

Promotes additional library services and acts as a point of contact for further questions or concerns.

• Contacts patrons for updated information when mail or equipment that was sent out is returned to the library. Updates records as needed to maximize library services offered and resolves service inquiries from patrons or third parties.

Processes new patron applications for services within two days of receipt; troubleshoots registration and/or subscription problems, follows NLS regulations and guidelines and advises other library staff on eligibility rules and registration procedures.

Scans, edits, and saves current applications digitally following archiving and retention practices.

• Reviews patron applications: in case of error, rejects the application or trains the certifier to identify and accurately represent eligible patrons. Analyzes problem reports and resolves complex issues with patron accounts or status inquiries.
• Acts as expert in reviewing and processing paperwork for new patrons in line with NLS and federal disability criteria, verifies information on patron’s qualifying disability on applications, registers and creates patron records in KLAS Circulation System (ILS) and maintains accurate and up-to-date records.
• Assists patrons with information regarding their service status, shipments made, change of address, magazine subscriptions, patron transfers, requests/reserves processed and other available services.
• Coordinates with network library staff in other states to ensure successful, timely transfer of patron records and information.
• Manages the National Library Service Leads Database system, processing data, running reports, and ensuring appropriate communication to potential patrons and interested parties. Following NLS guidelines, tracks potential patrons to ensure communication standards and Leads database management.
• Follows all updates and changes in NLS procedures and recommend procedural changes or updates to policies or practices, provide recommended steps and framework for implementation for workflow revision.
• Answers inquiries from general public, providing basic information on the library, eligibility requirements, the registration process, types of equipment and accessories available, and general WTBBL service questions; refers calls to other staff as appropriate
• Creates or edits initial patron readership profiles to initiate library service. Establishes service queue for new patrons based on application data or intake phone interview following WTBBL practices and procedures.
• Using the KLAS System, runs complex queries and reports in automated system to monitor patron service usage and active/inactive service status; maintains patron reading profile information.
• Performs monthly inactive patron communication via check-in postcards, calls and emails. Updates patron records based on regular KLAS queries, including restarting or suspending service. Purge suspended patron files according to NLS guidelines.
• Processes patron accounts for the Braille and Audio Reading Download program (BARD); supports Readers’ Advisors with patron identification and equipment assignment information.
• Runs and analyzes reports in KLAS to provide annual patron statistics overview for director including but not limited to updating email addresses from KLAS and uploads to MailChimp campaign list; and maintains and monitors registration statistics.
• Acts as local expert for magazine program, tracks subscriptions, processes requests for new subscriptions and cancellations, serves as a resource for the collection.
• Performs circulation functions, including assignment of equipment and resolution of issues.
• Ensures that applications and outreach materials, deposit accounts, and borrower data is in line with federal regulations.
• Participates on project teams and committees, as appropriate and within the scope of the position summary and essential functions.
• Conducts quarterly, semiannual and annual database clean-up activities in compliance with policies and procedures of the NLS.
• Performs complex cataloging projects including series and name authority control work to support auto select circulation and duplication-on-demand service for patrons.
• Routinely provides customer feedback to supervisor to ensure the customer’s voice and perspective is received and reviewed.
• Recommends changes and improvements to patron services practices and procedures, designs and develops training materials.

Marketing and Social Media
Tasks include:

• Designs collateral materials and publications in collaboration with Outreach Librarian and Director, to publicize and promote WTBBL.
• In collaboration with Outreach Librarian, develops and manages comprehensive social media guidelines and practices across WTBBL platforms.
• Develops social media content and campaigns in order to generate interest in, and appreciation of WTBBL and national service of libraries for the blind and print disabled.
• Recommends new trends and tools in social media, continuously seeking innovative ways to engage WTBBL audiences
• Ensures timely and accurate responses to social media inquiries and comments, maintaining positive relationships with the public and media representatives.
• Monitors and analyzes social media trends, audience insights, and competitor activities to optimize marketing efforts and stay ahead of industry best practices.

Outreach and Public Awareness
Tasks include:

• Collaborates with outreach team to identify and recommend materials and programs to increase awareness and usage of WTBBL services.
• Ensures the regular circulation of memory kits to senior facilities, and iBills to patrons.
• Contributes to identifying and collecting contact information for direct marketing campaigns.
• Provides assistance in identifying external audiences for library engagement; Assists in planning and executing targeted programs for this population.
• Participates in the creation and distribution of new marketing materials, and new content for the library’s website and social media.
• Assists with statistical data entry for department regarding all outreach efforts.
• Helps create, update and distribute print and electronic marketing materials (e.g. brochures, flyers) promoting library programs, resources, and fee-based services.

Administrative Support
Tasks include:

• Gives WTBBL staff information on KLAS patron registration functions to resolve problems, provides WTBBL staff support in running queries in KLAS.
• Administers NLS/BARD book download system for WTBBL patrons, confirms eligibility, enters patrons into systems and issues passwords.
• Utilizes BARD administration functions to capture statistics for reporting, interpreting, and building projections for strategic planning.
• Assists patrons with password resets and basic troubleshooting and support with the BARD website and mobile app.
• Runs reports and produces monthly statistics on patron use of library materials and services.
• Monitors WTBBL public email account, responds to email messages or forwards to WTBBL staff person as appropriate.
• Queries database and produces mailing labels for publications for patrons.

Miscellaneous
Tasks include:

• Sorts and distributes the USPS mail to staff.
• Performs clerical functions and serves as backup for reception.
• May oversee opening and closing of the library facility.
• Other duties as assigned.

Qualifications

Required Qualifications:

• Three years’ experience of full-time experience in the functional operations of a library.
• Ability to efficiently use a personal computer and applicable hardware and software to successfully perform the essential job functions of the position.
• Ability to read and write the English language.
• Attention to detail

Preferred/Desired Qualifications:

• One year of recent full-time experience (40 hours a week) with a library circulation system such as KLAS, Horizon
• Experience working with elderly or disabled persons
• Successfully demonstrated public service experience with the ability to work well with a diverse patronage
• Successfully demonstrated interpersonal, oral, and written communication skills
• Successfully demonstrated ability to work as part of a team
• Ability and willingness to learn and apply new computer technologies
• Ability to access and update library databases and to transmit information to others
• Experience producing multiple mass mailings, generating notices through an automation system and Mail Merge
• Knowledge of postal requirements for addresses and mailings, and ability to correctly interpret causes of returned mail
• Experience with assistive technology
• Ability to speak Spanish language

PLEASE READ: If you have gotten this far and are thinking you do not qualify, consider again. Studies have shown that members of historically marginalized and underrepresented communities, specifically women and people of color, are less likely to apply to jobs unless they clearly meet every single qualification.

At the Office of the Secretary of State, we are dedicated to building a diverse and authentic work force with a foundation of belonging. If you are excited about this role and have relevant experience and skills, but question whether your experience aligns perfectly with every qualification in the job description, we encourage you to apply regardless. You may just be the ideal candidate this office needs.

Additional Information

WORKING CONDITIONS
This position works in a warehouse and library environment that serves blind, visually impaired, deaf/blind, physically disabled, and/or learning disabled patrons. The standard work hours are Monday-Friday from 8:00 AM to 5:00 PM. The incumbent of the position must have the ability to handle stressful work situations, maintain confidentiality, lift up to 35 pounds and push and pull heavy wheeled bins weighing up to 300 lbs with or without a reasonable accommodation. The incumbent of this position must have the ability to tolerate sudden loud noises, work in adverse conditions (e.g., working with or around chemical or solvent scents, and/or working in areas that are cramped and/or somewhat confining.) The incumbent of this position must have the ability to use a stepladder to perform routine job duties, the ability to perform tasks that require physical agility (e.g. bend, reach, stoop, kneel, carry, climb, push) and the ability to sit at a computer for long periods of time. This position works with internal and external customers and the incumbent of the position needs to be able to maintain a positive attitude when dealing with diverse customers and be able to communicate effectively, both orally and written. The incumbent must be willing to work with individuals who are blind, visually impaired, deaf/blind, physically disabled, and or reading disabled.

• This position is in a bargaining unit represented by the Washington Federation of State Employees (WFSE) and is subject to the terms of the Collective Bargaining Agreement between the State of Washington, The Office of the Secretary of State, and the WFSE.

How to Apply

• Required: To be considered for this position you must attach the following:
  • Letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position.
  • Current resume
  • Three Professional references. Personal references will not be considered.
• You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered.
• All veterans must include a copy of your DD214 to receive preference in the hiring process. You must black out your social security number before attaching it to your application.

The Office of the Secretary of State is an equal opportunity employer (EOE). We do not
discriminate on the basis of religion, age, sex, marital status, color, creed, national origin, political affiliation, military status, sexual orientation, gender identity, or any real or perceived sensory, mental or physical ability. All interested candidates are encouraged to apply. Persons of disability needing assistance in the application process, or those needing the announcement in alternative format, should call (360) 999-9483.