Job Description

Customer Experience
Full-Time Position: Days, evenings, and weekend availability required
Unionized Position

Who we are

Kitchener Public Library welcomes our community to engaging spaces where people connect, ideas flourish and lives are transformed. Our values are a reflection of who we are and what we strive for as a library.
The principles of equity, inclusion and belonging are present in all that we do. Everything from our spaces to our services is designed to value diversity, foster belonging and respect individual needs.

What we offer

Comprehensive benefits Reliable pension Learning and development Innovative culture Paid time-off

What you will do

The Facilitator, Customer Wellbeing & Community Connections works with staff to provide a safe and welcoming environment for all people using Kitchener Public Library. This position provides a high level of customer service to individuals experiencing complex challenges, particularly individuals that may be living with addiction, mental illness, and/or experiencing homelessness.

In this role you will:

Assist customers in navigating barriers in accessing community health, housing, and social service supports Work to identify and proactively address customer wellbeing and conduct concerns, including responding to emergency calls, supporting first responding staff, verbally de-escalating and resourcing incidents of unsustainable conduct as needed Collaborate with the Programming Outcomes team, and the Manager, Public Safety and Wellbeing, to propose ideas and recommendations for programs to support individuals with complex needs Using a trauma-informed approach, support efforts to foster a welcoming and safe environment for customers, staff, local community agencies, social service providers, and police Deliver basic reference and readers' advisory services, and basic to intermediate technology support

What you bring

Post-secondary degree in Social Sciences, Community Services, Health or related discipline 1-2 years' experience in a customer service environment, working directly with the public Experience in non-violent conflict resolution Demonstrated experience working with those who may be street- involved, suffering from addiction or experiencing mental health challenges Excellent problem-solving and judgement skills and ability to respond or assist in emergency situations Proactively engage and build trust with customers to support successful access of library spaces and understanding of the Library's Code of Conduct

How to apply

If you are interested in this position, please send your resume and application form to Human Resources via

resumes@kpl.org

by

Friday, November 7, 2025

.

Please quote

Facilitator, Customer Wellbeing & Community Connections (Full-Time)

in the subject line. To print a copy of our application form, go to kpl.org/jobs.

We encourage applications from candidates who reflect the diversity of the Kitchener community. Kitchener Public Library is committed to employment equity and creating a workplace that reflects the values of inclusion and accessibility.

Accommodations are available throughout the recruitment process upon request.

Job Types: Full-time, Permanent

Pay: $31.50-$36.85 per hour

Expected hours: 35 per week

Work Location: In person