Staff - Union
Job Category
CUPE 2950
Job Profile
CUPE 2950 Salaried - Program Assistant 1 (Gr3)
Job Title
Chapman Learning Commons Program Assistant
Department
UBC Library | Irving K. Barber Learning Centre | Learning Services
Compensation Range
$4,208.00 - $4,316.00 CAD Monthly
Posting End Date
January 27, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The Chapman Learning Commons is an integrated learning and research environment supporting students, faculty and staff and community members at the University of British Columbia. The Chapman Learning Commons offers a variety of services and programs including equipment lending, academic coaching, study spaces, and access to technology, to help students achieve academic success and make the most of their time at UBC.
This position provides basic to moderately complex circulation and information services to patrons supporting the daily operation of the Chapman Learning Commons Help Desk and other related programs and services at the Irving K. Barber Learning Centre (IKBLC). Monitors and support student staff, such as maintaining CLC Peer Advisor desk schedules, assisting with staffing requirements, and answering queries of CLC Peer Advisors in duties related to desk maintenance during evening and weekend shifts. This role performs desk opening and closing procedures as necessary.
Organizational Status
Works under the direction of the Learning Services Librarian. Works collaboratively and cooperatively with staff, librarians, and student employees in the Learning Commons, Music, Art + Architecture Library, and other Library branches/units and the public. Oversees student staff work. Works independently to perform the majority of duties, following established guidelines and priorities and referring new or unusual problems to the supervisor.
Work Performed
- Performs moderately complex work assisting in the daily operation and maintenance of the Chapman Learning Commons Desk including answering student-staff questions and providing in-person support for evening and weekend staffing.
- When needed, performs moderately complex work at the Chapman Learning Commons Help Desk; charges and discharges learning commons’ materials and equipment; checks returned materials for damage and completeness; assists patrons in completing processes related to equipment lending, and other activities related to access.
- Participates in basic to moderately complex public service duties in the Learning Commons providing: basic information about and help with Library/IKBLC services and resources including printing, room booking, equipment and software; equipment loans; directional referrals; referrals to appropriate service desks, staff or online services; information about student academic support programs and learning opportunities; interprets, explains and enforces learning commons’ policies and procedures; refers in-depth or complex queries to librarians or other units, as appropriate; acts as back up for monitoring the CLC Help Desk email.
- Consults with the student employees and Learning Centre/Library staff to ensure that shifts are covered during established service hours. Assists in finding shift swaps or covers to prioritise CLC help desk service hours.
- Provides support to student-staff for complex or difficult interactions including handling patron complaints, and referring interactions to supervisor when necessary.
- Assists with cataloguing and maintenance requests of equipment lending pool with over 90 pieces of equipment. Assists with inventory and ensures that the online database listing of equipment is accurate. Keeps track of damages and follows up with patrons as needed in coordination with the Learning Services Librarian.
- Troubleshoots equipment and software problems in the Learning Commons including desktop computers and printers. Liaises with Library IT, UBC IT and Library facilities to resolve problems.
- Coordinates the collection, input, maintenance, organization and reporting of data and statistics from a variety of sources regarding the use of and response to Chapman Learning Commons programs and services to support assessment, program analysis and decision-making.
- Prepares the Learning Commons workshop/event schedules including Profs in Commons and Peer Academic Coaches schedules, and posts these to the Learning Commons website, Learning Centre website, digital signage and creates print signage as required.
- Coordinates IKBLC event and room bookings, registration and room set-up, including audio-visual and computer equipment, following established guidelines and in consultation with the IKBLC director.
- Makes recommendations regarding branch policies, participates in the development of projects and procedures, established priorities, schedules special projects and implements new or changed procedures.
- Submits facility repairs and custodial requests for the Chapman Learning Commons when needed.
- Orders office supplies for the Learning Commons.
- Sorts and distributes incoming and outgoing mail.
- Maintains voicemail message for Chapman Learning Commons, including regularly changing the message to reflect current hours and ensuring messages are checked and returned in a timely manner. Updates Hours of Operation signage for Chapman Learning Commons and IKBLC as required.
- Assists in the preparation of documents, reports, spreadsheets and presentations using office software, as requested.
- Responds to enquiries about Learning Commons/IKBLC programs and services, via telephone, email and in-person, including requests for tours and additional information.
- Performs other duties related to the qualifications and requirements of the job.
Consequence of Error/Judgement
Works independently under general supervision. Work is performed following established procedures and accepted practices involving the freedom to select which methods are applicable in any given situation. Unusual problems are referred to the Learning Services Librarian.
Exercises judgement when interacting with patrons. Errors in judgement with relation to patron interaction could cause inconvenience to patrons and poor public relations with patrons. Errors in judgement related to staff training and supervision could lead to poorly trained staff, poor staff relations or poor staff morale.
Supervision Received
Receives supervision and direction from, and performance reviews conducted by, the Learning Services Librarian. Works independently to perform majority of duties, following established guidelines and priorities and referring new or unusual problems to supervisor.
Supervision Given
May train new or inexperienced student staff on work procedures. Oversees student workers while working with them on the service desk.
Minimum Qualifications
High school graduation, plus one year of post-secondary education, plus two years of related experience, OR an equivalent combination of education and experience.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
Preferred Qualifications
Experience working with student employees. Two-year Library Technician diploma plus one year of related experience is preferred. Knowledge of library policies and procedures and working with integrated library systems are assets. Experience working in Circulation or in support of public services is an asset; experience working in an academic library and/or an academic learning commons is an asset.
Knowledge and experience with operations of Windows based computer programs, learning management systems, printers, and other system related equipment and communication networks are assets. Knowledge of Voyager and Web-based library information systems in the area of circulation is preferred.
Ability to recognize, respect and work effectively with individuals and groups with diverse perspectives and backgrounds. Takes initiative in learning about language and issues relating to equity and diversity.
Ability to build and maintain productive relationships and work collegially with a diverse population of Library employees and users in keeping with the UBC Respectful Environment Statement. Ability to develop and maintain cooperative and productive working relationships.
Ability to provide quality service to customers in a courteous, patient manner; ability to resolve client complaints in a calm, non-confrontational manner, and by exercising sound judgement.
Ability to communicate effectively verbally and in writing; ability to compose correspondence, and other written materials, using clear, concise business English; ability to respond appropriately to inquiries in person, on phone, and in writing, and to make appropriate referrals; ability to exercise tact and discretion. Models and demonstrates good communication through active listening and appreciative inquiry and open to providing and receiving timely, constructive feedback.
Ability to understand and apply policies, procedures, and instructions; ability to make thoughtful, informed and thorough decisions; ability to exercise sound judgement; ability to analyse problems, identify key information and issues, and effectively resolve issues; ability to manage multiple task and priorities effectively; ability to respond flexibly to change.
