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Patron Experience Staff: Bookmobile Support, Framingham Public Library (Framingham)

37.5 hours per week, two evenings and Friday/Saturday rotation

The Framingham Public Library, a recognized leader in collaborative programming, located 20 miles west of Boston with a 53,000 sq. ft. Downtown Main Library, a 17,000 sq. ft. branch Library, and a Bookmobile, seeks a dynamic and energetic Patron Experience Staff member to provide exceptional customer service at the Main Library and Bookmobile.

Position Purpose: 
Provides exemplary customer service for the Framingham Public Library, the premier resource for free inquiry, creative enrichment, and lifelong learning. Exemplifies flexibility, diplomacy, and enthusiasm for Library customer service to the vibrant and diverse population of Framingham.

Essential Functions:
(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

Works with Head of Bookmobile Experience and other Patron Experience staff to support Bookmobile operations by facilitating collection management and maintenance. Serves as point person in Patron Experience for fielding Bookmobile related questions from patrons and staff. 
Collaborates interdepartmentally to assist in implementing Bookmobile services and outreach.
Will train as a Bookmobile driver and be available and prepared to drive the Bookmobile to scheduled stops and special events.
Performs circulation duties, and provides a warm, welcoming, and accessible patron experience for all Library users. 
Handles patron transactions, which includes issuing Library cards, and checking materials in and out.
Provides information about Library services, policies, and procedures. 
Assists patrons in borrowing and using all Library materials, placing holds, and accessing digital resources.  
Facilitates interchange of materials between the Main Library and Branch.
Resolves patron circulation concerns and responds in a positive and flexible manner.  Refers issues to Library Administration as required.
Protects confidentiality of patron records according to Library policy and Massachusetts General Law.   
Provides Reader’s Advisory and secondary reference.  
Participates in the maintenance of an attractive, current array of Library materials.  
Creates attractive displays to showcase and highlight Library materials of all kinds. 
Participates in shelf reading and weeding.
Participates on Library committees as directed. Makes recommendations for service improvements.
Monitors safety of the Library facilities for employees and the public. Responds appropriately to emergencies and keeps Library Administration informed of any problematic situation.
May cover the Main Library, Branch, or Bookmobile as needed or assigned.
May plan and lead Library activities.
Follows safe work practices.
Performs other duties as assigned. 

Supervision Received:  Head of Patron Experience & Head of Bookmobile Experience  
Supervision Given: None

Job Environment: 
Work is performed primarily in an office environment with normal office noise and traffic.
Requires driving and working year round in a bookmobile that has heat/air conditioning. 
Requires regular travel around the community and loading/unloading materials and equipment in all kinds of weather and climatic conditions.

The City of Framingham is committed to the ongoing pursuit of strategic diversity initiatives that help to position diversity, equity, and inclusion as central to municipality and community-wide excellence in the City of Framingham. In doing so, Framingham strives for a city culture and environment that fosters a true sense of belonging for all, provides opportunity for everyone to participate equally and fully in the city, their communities and neighborhoods in ways that helps to develop each individual's capacity to confidently and competently engage within and across differences. Given an evolving national context and the richness in the demographic and linguistic profile of our city, the City of Framingham has made a significant commitment to addressing and enhancing its community climate, culture and multiplicity of service capabilities as a city.


Education, Training and Experience:
Bachelor’s degree; one or more years experience in Library services preferred, or any equivalent combination of training and experience which provides the following knowledge, ability, and skills.

Integrated Library Systems (ILS), Innovative Sierra preferred
Library operations and procedures
Microsoft Office and Google Suite

Work under pressure
Exhibit diplomacy, tact, flexibility, and initiative
Troubleshoot and support technology
Embrace change and contribute to the overall mission of the Library
Participate as a effective and enthusiastic member of the Library team

Successful work in a fast paced and dynamic environment
Exemplary customer service skills to ensure excellent patron experience  
Excellent communication skills
Organization and time management skills
Familiarity with Spanish or Portuguese desirable

Full/Part Time

Full Time



Salary Range

$38,886.00 - $53,080.00  / year

Closing Date

How to Apply

Please visit our city website to apply:


2022-04-19 |  Quick link to this job