Job Description

Title:Programmer

Department:Customer Experience

Location:Central Branch

Reports to:Manager, Central

Salary Range: $57,868.43 - $68,080.50 + Benefits

Classification: Full Time

Posted: December 7, 2023Closes: December 13, 2023 at 5:00pm ET

About the Library

Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.

We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.

Qualifications

Education:

• University degree or college diploma required
• Library and Information Technician, Early Childhood Educator, Child & Youth or Recreation & Leisure degree an asset
• Courses in Program facilitation and execution an asset

Experience:

• Library or customer service experience is an asset
• Experience in program facilitation and execution an asset
• High Five Principles of Healthy Child Development / Principles of Healthy Aging an asset

About the job

As a member of the Customer Experience team, Programmer models BPL\xe2\x80\x99s value in all interactions, provides proactive customer-centered service. In alignment with BPL\xe2\x80\x99s programming strategy, under the guidance of the Community and Programming Librarians, Programmers focus on creating, development and delivery of programs, in library, in the community and virtually.

Key Accountabilities

• Assist in planning, support and delivery of BPL programs and events as coordinated with the Programming team and Manager, Programming and Partnerships.
• Assist in the creation of programming kits for implementation across all locations.
• Provide proactive customer-centered service in person, by phone, and online by anticipating needs and looking for opportunities to create exceptional customer experiences.
• Effectively use the Integrated Library System and other library tools to complete associated customer service routines and offer customer tech support.
• Encourage, instruct, and assist customers in the use of all forms of library technology, including troubleshooting technology issues.
• Help all individuals with their reading and information needs across abilities and ages.
• Uses, promotes and teaches technology as a routine part of work, including recommending, teaching and trouble-shooting library technology and online collections.
• Perform materials handling tasks.
• Provide content for BPL website and social media as required.
• Meet targets for key performance indicators as set by Management and keep accurate statistics on customer interactions and events.
• Actively engages with training and team meetings
• Awareness of WHMIS and appropriate health and safety practices for the workplace.
• Perform additional position-related accountabilities assigned by management.

Key Business Relationships

Internal:

• Team members in Branch, Programming, and Portfolios, Manager, Programming and Partnerships, Managers, Customer Experience, SMT

External:

• Customers, Community and City Partners

Scope

Budget: No budget responsibility or purchase authority.

Direct and Indirect Reports: No direct or indirect reports.

Key Competencies: Knowledge, Skills and Abilities

Behavioural:

• Excellent customer service is critical and must include collaboration and teamwork skills and strong interpersonal communication (verbal, written and presentation).
• Exemplify BPL\xe2\x80\x99s values during all interactions and communications.
• Communicate in a professional manner consistent and aligned with BPL\xe2\x80\x99s Voice document.
• Customer-first orientation and centricity.
• Collaborative and solution-focused approach to innovative problem solving and teamwork.
• Passionate about continual learning, professional development, creativity, and analytical thinking.
• Promote and celebrate diversity and inclusion in BPL\xe2\x80\x99s collections, programs and services.
• Comfortable engaging in conversation with customers about the scope of BPL\xe2\x80\x99s collections to inspire a love of reading and learning.
• Comfortable facilitating group discussion and guiding group discourse
• Resilience and adaptability with the ability to think quickly and resolve issues.
• Strong public speaking skills, with comfort preparing a presentation and discussing Library services in large groups, both in person and virtually.

Leadership:

• Collaborates with team members in a productive manner.
• Action-oriented and perseveres to address and solve customer queries, ensuring positive customer experiences.
• Maintain knowledge of current events and publishing trends.
• Committed to ongoing learning in an ever-changing environment.
• Provide programming-based support to colleagues, where required.

Technical:

• Knowledge of BPL organization (vision, mission, values, strategic plan, stakeholders, partners, etc.)
• Knowledge and application of policies, processes, procedures, and systems within BPL
• Knowledge of library Customer Experience Philosophy and Customer Experience Standards
• Excellent time management skills with the ability to work as part of a team
• Excellent customer service skills and the ability to work with a diverse group of people
• Demonstrated critical thinking skills to guide and support the customer experience at all points of contact including de-escalation techniques.
• Proficiency in Microsoft Office 365: Outlook, Word, Excel, PowerPoint, Teams
• Proficiency with Integrated Library System and associated library tools and applications: library catalogue, online databases and e-resources
• Knowledge of traditional and digital literacy
• Excellent presentation skills in programming and service delivery.
• Ability to use programming technology including knowledge of online booking and events software (Communico or comparable technology), virtual program platforms and AV and basic IT knowledge for events.

Work Environment

• Some work is completed in office space, moderate level of computer and phone use.
• Most work is completed in public library spaces while customers are present, with little exposure to noise, dirt, or external elements.
• Some events are held offsite.
• Ability to travel between Library branches and event venues required.
• Some work may be able to be completed remotely.

Working Hours

• BPL is a 7 days per week service and schedules include regular evenings and weekends.

Physical Effort

• Normal physical activity such as periodic standing, walking, sitting, and the use of basic motor skills.
• Some continuous physical exertion required such as moving, programming, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
• Ability to move materials and supplies (up to 50lbs)
• Extended periods of sitting at computer and telephone use.
• Ability to stand for extended periods of time.
• Ability to bend and stretch to reach high and low shelves.

Mental Effort

• Perform routine tasks requiring accuracy and attention to detail on a computer.
• Maintaining a positive, professional, and diplomatic demeanor at all times
• Moderate focus while delivering programs, sorting, shelving, and maintaining collections.
• Moderate stress for tight timelines, competing priorities and people/relationship management.
• Providing service and feedback to multiple people simultaneously

Working with us

As an employer, we have high expectations of the people we hire, and we are genuinely invested in the well-being, development, and work success of all employees.

Earnings for paid employees include a competitive salary, comprehensive benefits, development opportunities, generous vacation privileges, flexible work arrangements, compelling rewards and recognition, and retirement security.

Burlington Public Library is an equal opportunity employer. We are committed to creating a respectful, inclusive, and diverse workplace where everyone feels valued and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs. Please contact Natalya Tridon, Human Resources Business Partner, at

If you have a disability that makes it difficult to apply using the online form, please call us at 905-639-3611 Ext. 1105.

We thank all applicants in advance and advise that we will contact only those selected for an interview.

Personal information on your r\xc3\xa9sum\xc3\xa9 is collected under the authority of the Public Libraries Act, R.S.O. 1990 and will be used to determine eligibility for employment.

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Burlington Public Library