Home Library Support Officer City of Marion Libraries

**Position Description - Home Library Support Officer**
Feb 2025**

**Position title**Home Library Support Officer (Secondment)

**Position number**1082

**Classification (Level)**3

**Department**City Services

**Division**Community Connections

**Business unit**Libraries

**People Leader**Collection Development Coordinator

**Direct reports**nil

**Key stakeholders**Home Library Customers & Library Staff

**Community Vision: A liveable, sustainable community.**
The strategic directions of Liveable, Sustainable, and Community reflect the aspirations of
the community for the City of Marion’s future.
A fourth strategic direction, Our Organisation, sets the focus for Council and its staff toward
fulfilling the 2024-2034 Community Vision and Strategic Directions. These interconnected
directions emphasise a commitment to achieving holistic outcomes for the council area

**City of Marion Values**
Our Values inform what is important in how we deliver for our community.
They aspire towards a consistent standard that can be expected from all who engage with
the City of Marion.

**Together we**
**Focus on the customer |** We are**:Our Community Vision**
- Engaged with our diverse community
- Responsive and proactive
- Dedicated to delivering great customer

experiences
**Engage with respect |** We are:

- Committed to a safe and inclusive workplace
- Connected, caring and professional
- Honest, transparent and act with integrity

**Embrace excellence |**We are**:

- Adaptable, driven and continuously improve
- Accountable for our decisions and actions
- Proactive in sustainability and support the

environment

A great place to _work_

**Position Description - Home Library Support Officer**
Feb 2025**

**Purpose**
Reporting to the Collection Development Coordinator, this position supports the delivery of
an inclusive and equitable home library service to residents who are unable to physically
visit a library branch.

The position is responsible for ensuring home library customers receive excellent customer
service and that the home library service team operates in an effective and efficient manner
to meets community needs.

**Key Deliverables**
- Setting up and coordinating efficient timetables of the delivery runs
- Developing service improvement practices in the Outreach Services area
- Supervising of volunteers and support of other staff as required
- Effective maintenance of current practices and establishing goals for the service
- Liaising with Home Library customers and Library Collection team in order to provide

demand driven collection for Outreach Services customers
- Updating SOPs and manuals for Outreach Services area
- Collating statistics and customer feedback
- Undertaking various functions including driving, selection, deliveries etc. as required
- Keeping relevant staff fully informed on current and emerging issues
- Comply with Council budgets, policies, procedures and delegated authorities
- Represent the City of Marion at PLSA Home Services Group as required
- Working with the Collection Development Coordinator, conduct a thorough and data

performance indicators as well as mechanisms for enhanced operational visibility.

**Person Specification**

**Essential criteria**
- Knowledge of public libraries and an enthusiasm for the role they play in local

communities
- Good level of written and verbal communication skills
- Demonstrated experience in developing and implementing service improvement

initiatives to enhance accessibility, efficiency, and community impact.
- Well-developed web and ICT skills, including experience in using technologies in a

service environment, the ability to perform basic troubleshooting and support
customers in the use of online technologies

A great place to _work_

**Position Description - Home Library Support Officer**
Feb 2025**
- Knowledge and understanding of work flows and efficient processes and experiences

in reviewing and documenting work practices
- Proven ability to positively participate in work place change

**Desirable criteria**
- Experience in working in a customer service environment and knowledge of quality

customer service principles
- A demonstrated understanding of, and empathy for, the special needs of older

people and people with disabilities and their carers
- Good general knowledge and a willingness to assist people locating information
- Good interpersonal skills and an ability to relate well to customers from diverse

backgrounds
- Ability to share information and encourage others to learn
- Ability to problem solve effectively under general direction
- Ability to set and achieve goals
- Proven ability to work within a policy and procedural framework, be self-directed and

exercise sound judgement when exercising initiative
- Eligible for membership with ALIA.

**Standard conditions**
- Satisfactory completion of a National Police Clearance (will be arranged by the City of

Marion)
- Satisfactory completion of applicable Medical Assessmen