Courtesy and tact are essential in providing good service to library users. The service desk is highly visible; therefore socializing must be kept to a minimum. Attentiveness to the needs of our patrons is our primary concern, so don’t involve yourself too deeply in studying or other activities when you are working the desk. Keep the desk surface clear of books and study materials. Work on the computer is permitted as long as it does not distract you from helping patrons. Card playing, board games, crafts, etc. are not permitted at the service desk.
You may use the Internet and e-mail while you are at the service desk, as long as such use does not distract you from your assigned duties. Also, do NOT download information on the computer or add icons to the desktop. DELCAT Discovery and LibAnalytics should be open and readily available on the desk computer at all times. The circulation computers should never be used for anything but checking library items in and out.
When not assisting a patron you should be seated at the public service desk or inspecting (if there are two students). If you need to leave the service desk, for example, to use the restroom, notify a staff person and put up the “Ring Bell” sign.
Personal items should be stored away from the service desk. Library materials not charged to a user will be returned to the shelf. While working you may store your books, etc. under the time sheet holder. Do NOT place items on the floor next to the chair as this presents a tripping hazard.
Staff areas are off limits to anyone who is not currently a Library employee -- if a user asks to enter the service desk or office area, get a Film & Video staff member.
Accuracy and discretion are essential in the execution of duties. You will be expected to familiarize yourself with the wide variety of duties in the unit. Feel free to consult training manuals as needed to refresh your memory. If you are unsure of any policy, procedure, or how to answer a question, please ask a staff member. This is preferable to giving out misinformation. Library staff are experienced and knowledgeable and will be glad to answer any of your questions or to help users at the desk.
While there is no official library dress code for student assistants, please use good judgment. Do not wear clothing with images or language that is likely to be objectionable to others. Remember, you are the face of the Library when you are working at the public service desk.
Accuracy and discretion are essential in the execution of duties. You will be expected to familiarize yourself with the wide variety of duties in the Film & Video Collection. Feel free to consult training manuals as needed to refresh your memory. If you are unsure of any policy, procedures, or how to answer a question, please ask a staff member. This is preferable to giving out misinformation. Film & Video Collection staff are experienced and knowledgeable and will be glad to answer any of your questions.
You may use the Internet or e-mail while you are at the service desk, so long as such use does not distract you from your assigned duties. DELCAT Discovery and RefAnalytics should be open and readily available on the desk computer at all times. The circulation computers should never be used for anything but WMS, which is the service used to circulate library material.
Written performance evaluations are an effective way to communicate job expectations and recognize employee achievements. Evaluations are performed once a year to assist student employees in their continued growth and development on the job. A final performance review assists those graduating student employees who depend on their library work experience reference for future employment.
Do not use cell phones to make or receive phone calls while on duty. If you must text, please do so away from the service desk. Do not leave or charge your phone at the service desk; this leaves your device vulnerable to theft. If you must charge your phone, please do so out of reach of the service area. Be mindful of your cord; do not leave it where it can be a trip hazard. Do not use audio players with or without headphones while on duty. Do not use laptops or iPads at the public service desk. Library phones in the office are for Library staff use only. However, if you need to use a phone for emergency purposes, see a supervisor for permission. Dial “9” to get an outside line. Personal use of office equipment and materials, including computers, printers and the copier, is not permitted.
Student assistants are expected to report to work for all of their scheduled hours. However, if necessary, you may request a substitute no more than four times per semester. Forty-eight hours’ notice is required. A contact list including phone and email addresses for staff and students is located on the bulletin board and on our student webpage. If no one takes your sub request, you may want to contact fellow student assistants directly, using the contact list. Remember that all phone and e-mail information is confidential and should not be shared.
All requests for substitutes should be posted on the Multimedia Collections and Services staff intranet (under “schedules”, then “Student Schedule Switch Requests”, log in and fill out the request). An e-mail will be sent to other student assistants with the link to log in and take the requested shift. If you are on your home computer, you have to enable cookies and create a pop-up exception for that specific site.
Failure to report to work after not obtaining a substitute (even if you have posted a request for a substitute on the sub list) will be considered an unexcused absence. If you have made every attempt to find a substitute and cannot find anyone to fill your request, you must notify the student supervisor 24 hours in advance of the needed time off.
Once a student signs up to be a substitute for someone else’s shift, the shift then becomes the substitute’s responsibility. Failure to report to work after agreeing to substitute for another student is considered an unexcused absence. If you find that you cannot work a shift you agreed to take, you must then find another substitute. As always, see a supervisor if you need assistance or have questions.
All substitutes or changes in scheduled hours must be reported to and approved by staff. Leaving anytime during your shift without prior permission from the supervisor is not permitted and may result in dismissal.
Students should sign in to WMS, using their own log-in, when they take over at the service desk and log off of WMS and close the browser when their shift is over. It is important to close the browser after signing out of WMS -- the CAS log-in process will log you in to other UD services. Logging out and closing the browser ensures that your information remains secure.
No food is allowed at the Public Service desk. Drinks are allowed only in closed containers, kept out of sight. Occasionally staff will bring in candy or other snacks to share. Such food is to be consumed only in the inner office.
In the event of illness or emergency, it is your responsibility to find a replacement and notify a supervisor. If the nature of the emergency makes it impossible for you to do so, you must speak with a staff member at the earliest possible opportunity. -- voicemail and/or email do not count -- or it is considered an unexcused absence. Staff contact information is on the student website as well as the telephone list given out each semester. The office phone # is 302-831-8461.
Student supervisors try to schedule each student as close to his/her requested hours as possible. Once scheduled, your hours are your responsibility for the entire semester (including finals) and you are expected to report for all of your scheduled hours. If you can't work a scheduled shift, you must arrange for a substitute and notify staff. All changes to the schedule require staff approval including arriving late, leaving early or switching shifts with another student. No student is guaranteed work hours for subsequent semesters. Discuss any problems or questions with the student supervisor.
Please be on time for your shift. The public service desk must be covered at all times the unit is open. Remember: the person you are relieving is dependent upon your promptness. Habitual lateness may result in dismissal from your job. If you are running late, call the F&V Office to let staff know when we can expect you.
Hours vary during intersession, holidays, breaks, Winter and Summer Sessions. During Fall and Spring semesters, F&V is open as follows:
Monday – Thursday 8am – 9pm
Friday 8am - 6pm
Saturday 1 - 5pm
Sunday 1 - 9pm
The University of Delaware Non-Discrimination policy serves to promote an academic and work environment that is free from all forms of discrimination, including harassment.
Protections provided under this policy are afforded to individuals based on the following protected classes: Age, Disability, Sex, Gender Identity, Genetics, Marital Status, Veteran Status, National Origin, Race/Color, Religion, Sexual Orientation, and Retaliation.
Sexual harassment is a form of sex discrimination, defined as unwelcome sexual advances, requests for sexual favors, and other verbal and physical conduct of a sexual nature when:
* Submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment or academic advancement; or
* Submission to or rejection of such conduct by an individual is used as the basis for employment decisions or academic decisions affecting such individual; or
* Such conduct has the purpose or effect of unreasonably interfering with an individual’s work or academic performance or creating an intimidating, hostile, or offensive working or academic environment.