Library Student Assistants: Expectations

Behavior:

• Treat all patrons and coworkers like you want to be treated.

• Please don't have your friends or classmates behind the Circulation desk or in library staff work areas when you're working.  ONLY student workers and library staff should be in staff work areas.

• Answer library phones politely.  You should say “University of Dubuque Library. May I help you?”  (or something similar).

• Don't sit behind the Circulation desk when you're not working. You're always welcome to step behind the desk briefly to check the schedule, use office supplies, etc.

• Don't work during shifts you're not scheduled for unless you're covering for a coworker OR you have your supervisor's approval. The library's work-study budget is limited; if too many workers overlap, we may run short on funds.

• When you're working, your job should be your first priority. This especially applies if you're the only student on shift. You're encouraged to do homework during downtime but work duties should always come first.

• Likewise, your friends are welcome to stop and talk with you while you're working. While you chat, however, you need to be aware of any patrons or coworkers who might require your help. There are people who won't approach if you look too busy.

• When you use a library item, always check it out to yourself. (Library staff does this too.) We do this so we know where our items are and so we can track what's being used.

• Smoking/use of tobacco products isn't allowed in the library. This includes vaping.

Phone/Device Usage: 

• Do not make or receive personal calls while working, except in an emergency. This applies to your own devices as well as the library phone and includes video calls.

• Students are permitted reasonable use of headphones while working the Circulation desk. Earbuds are strongly preferred and only one should be worn. Over-ear headphones are discouraged; if absolutely necessary, only wear them over one ear.

• If you're wearing an earbud/one headphone, the volume on whatever you're listening to should be low enough that you can hear someone asking for assistance. Be watching for those who need your help.

• Reasonable use of personal laptops/tablets/smartphones is permitted at the Circulation desk. All personal devices should be on silent. Use one headphone/earbud if you need to listen to/watch something. Refer to your supervisor regarding personal device usage in other work areas.

• Do not save personal documents (like class assignments) on library staff computers. Use a flash drive if you need to save files, or attach the files to an email and send it to yourself.

Difficult Patrons

If a patron becomes angry or rude, please remain calm.

• If they're available, ask the Circulation Supervisor or other library staff to help the patron. 

• If your supervisor/other library staff member isn't available, suggest the patron return when your supervisor or other library staff are working (during regular business hours).

• Explain that you're a student assistant and you're not authorized to change library policy. 

• If the patron becomes unmanageable or exhibits dangerous or threatening behavior, call Security (3333). If a patron makes you feel uncomfortable in any way, call Security (3333).

Confidentiality 

• All library records are confidential according to the Iowa Code (Iowa's law).

• You are legally prohibited from telling a patron who has the item(s) they want. You may tell them that the item is checked out and when you expect it back. 

• Do not allow anyone to check materials out on another patron’s library account.

• It's also illegal to tell an instructor who checked out their reserve materials.

• Never discuss patrons or their questions with anyone except other library student workers/library staff.

Dress Code

• Dress with good taste. Shoes and shirts should always be worn.

• Closed toe shoes are recommended but not required.

• Please don't wear just a swimsuit to work.

Scheduling:

• If your regular availability changes, let your supervisor know about your new schedule as soon as possible.

• If you know before a particular week starts that you'll need time off during that week, let your supervisor know as soon as possible.

• All Circulation desk schedules start on Monday and end on Sunday.

• The next week's schedule is always posted on the preceding Friday. For instance, the schedule for Monday, September 1st through Sunday, September 7th would be posted on Friday, August 29th.

• The Circulation Supervisor will edit the schedule on the Friday it's posted and until they leave campus each Monday. Your supervisor is not available to edit the schedule on weekends.

• Please notify your supervisor of any conflicts you have with your scheduled shifts before 4:00 pm on the Monday that begins the schedule.

Shift Coverage:

• After 4:00 pm on Monday, all Circulation student workers are responsible for finding coverage for their own shifts.

• If you've reached out to your coworkers and no one is available to cover for you, notify your supervisor that you won't be able to work your shift as soon as possible.

• If you take a coworker's shift, start work early, start work late, leave your shift early, or stay later than you're scheduled, please edit the posted paper schedule so it correctly reflects your shifts and the times you worked them.

• If you're working alone, don't leave at the end of your shift until the person working the next shift arrives.

  • If they haven't arrived 5 minutes after their shift starts, you should receive a text from them.

  • If you haven't heard from them, text them.

• If you must leave before the person working the next shift arrives:

  • Tell the Circulation Supervisor you're leaving

  • If your supervisor isn't available, tell the librarian at the Reference desk

  • If there's no one at the Reference desk, call a librarian until you reach someone

  • If you can't reach any librarians by phone, text your supervisor

Lateness:

• If you're going to be more than 5 minutes late for your shift, please notify the coworker who's working the shift before you.

• If you can't reach your coworker and it's during your supervisor's working hours, notify your supervisor. Your supervisor's regular hours are 9:00 am - 4:00 pm Monday-Thursday and 9:00 am - 1:00 pm on Friday. They don't work weekends.

When You're at the Circulation Desk:

• Sit at the computer nearest the main entrance.

• No patron should ever leave the library without the information or item they came to get. They should at least leave with contact info for a person who can answer their question if you can't. See the library staff list if necessary.

• It's strongly preferred that you greet patrons as they enter, or at least make eye contact/nod at them if possible. Patrons should feel like library staff members are paying attention.

• Only student assistants and library staff are allowed behind the Circulation desk.  For instance, patrons shouldn't come behind the desk to help you with homework or work on group projects with you.

• If the Circulation Supervisor is working and you need to leave the desk to use the restroom or help a patron, let your supervisor know. If you're working with another student, give them a heads up. This is common courtesy.

• If the Circulation Supervisor is working and you want to leave the desk for other reasons, ask your supervisor if they mind. If you're working with another student, at least let them know that you're leaving and why. When they can expect you back is also good information to share.

• If more than one student is working, one student should sit at the computer closest to the entrance. If the other student doesn't have assigned duties away from the desk (shelving, etc.), they should sit at the computer near the Circulation desk entrance area.

When You're Working Alone:

• If you need to leave the desk to use the restroom or help a patron, put up the "Back in 5 Minutes" sign.

• Stay in the building unless there's an emergency that requires you to leave (fire, etc.).

Shelving Carts:

• When you check in an item, put it on the right shelving cart in the right order.

• This is very helpful to your coworkers because it makes shelving much easier. Putting something on the wrong cart/not putting things in order makes more work for your coworkers.

• All student workers are responsible for entering the hours they work into their timecards on myUD.

• All hours worked during a pay period must be entered by 11:59 pm on the last day of that period. Pay periods usually start on the first day of each month and end on the last day. If the length of the pay period changes, your supervisor will let you know.

• Remember that you're paid $4.00/hour more for hours worked after 6:00 pm on weekdays (Mon-Thurs) or any hours you work on a weekend.

• Your supervisor will remind you when the end of the pay period is coming up and it's time to enter your hours/finalize your timecard.

• Your supervisor can't give you access to your timecard once the deadline for entering hours has passed.

• If you have questions about this process, click this link for instructions. There are printed instructions available behind the Circulation desk as well. You can also ask your supervisor or one of your coworkers for help.

• Paper timesheets are also available if you prefer to track your hours that way. You still need to enter them on myUD by 11:59 pm on the last day of each month.