Customer Service (Branches)

About TPL
Toronto Public Library (TPL) is North America’s busiest public library system. TPL employs approximately 2,400 staff who provide high quality library services to the people of Toronto across 100 locations.

Posting Type: Relatively Equal Process – Article 16.03

Specific Position Information:

The successful applicant will be required to provide a current Vulnerable Sector Police Reference Check.

Hours per week and Schedule of Work (Hours and Schedule of work are subject to change in accordance with Article 19):

35 hours per week. Evenings and Saturdays required. Plus seven [7] variable hours.

JOB SUMMARY:
To provide direct and indirect customer service and special service planning and expertise. To coordinate the delivery of a targeted service.

DUTIES:

Under the general direction of the designated supervisor, the position is responsible for:

Leadership Functions:

• providing expert information in the planning process related to specific area of expertise
• developing service plans related to specific area of expertise
• developing standards and performance measures
• developing evaluation methodologies and evaluating performance and outputs
• leading or participating in project teams and committees
• developing and implementing training programs related to area of expertise
• establishing and maintaining contacts in the community related to area of expertise
• maintaining and disseminating awareness of new research and developments
• maintaining liaison with and supporting branch and department staff

Service Functions:

• providing information services
• participating in the development of information tools at the system level planning, conducting and evaluating individual programs and events participating in system collection development related to the specific area of expertise performing various duties at the branch and area level such as collection development and community outreach

QUALIFICATIONS:

• Graduate degree in Library or Information Science from an accredited institution or equivalent education
• Minimum of three (3) professional years public library experience, including a minimum of two (2) years in the area of expertise
• Understanding and appreciation of the philosophy of public service to all, in accordance with human rights legislation and the principles of equity and access in the delivery of library service
• Professional skills, including in-depth knowledge of special service area
• Proven ability to lead and to supervise staff
• Excellent interpersonal, communication and planning skills
• Demonstrated sound judgement, problem-solving, and consultative skills

The Toronto Public Library does not ask for a credit card, banking information, or social insurance number during the recruitment process. Do not respond to emails or requests for information about jobs at TPL that are not sent from an @tpl.ca address.

ACCOMMODATION:
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

APPLICATION PROCESS:
Toronto Public Library (TPL) invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.

All applicants must be legally entitled to work in Canada. Toronto Public Library (TPL) will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Toronto Public Library (TPL) reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.