After receiving valuable feedback concerning the role of the Librarian in Charge (LIC), we want to clarify expectations and foster an environment where all staff feel empowered to seek guidance and make informed decisions.
Our goal is to ensure that there is always someone available to promptly address any escalated situations involving the building, patrons, and staff.
LICs are there to act as a support and provide assistance when necessary, but we want to encourage staff to continue to feel empowered to make decisions.
Responsibilities of the LIC:
- Responding to Building Emergencies:
- Be proactive in assessing and swiftly responding to any building emergencies, ensuring the safety and well-being of staff and patrons.
- Maintain open communication with library staff and patrons, providing clear guidance and updates throughout the duration of the emergency.
- Resolving Patron Complaints:
- Serve as the primary point of contact for addressing and resolving patron complaints that have escalated beyond frontline staff members.
- Approach each complaint with empathy and professionalism, striving to find satisfactory resolutions and maintain positive relationships with patrons while following library policies.
- Troubleshooting Technology Issues:
- Take the lead in troubleshooting escalated technology issues, such as internet outages, utilizing available resources to resolve issues promptly and effectively.
Resources Available to the LIC:
- Confluence, the Central Knowledge Base:
- Access policies, procedures, and relevant information through Confluence, our central knowledge base, to support decision making and follow procedures
- Support from Department Heads and Staff Members:
- Utilize the expertise and support of department heads and fellow staff members when faced with challenging situations. Collaborative problem-solving and sharing knowledge can be invaluable in finding solutions.
- Assistant Librarian & Department Head Meetings:
- Engage with your supervisor during Assistant Librarian & Department Head meetings to identify areas where additional training or documentation may be beneficial. Your feedback is helpful when building more support systems and resources.
When should I go to the LIC?
- Examples:
- Example #1: You put something into the register incorrectly and need to void the transaction. After reading the instructions on Confluence, you are still not exactly sure how to do it. Grab the LIC and have them walk through the process with you. It may be a learning experience for the LIC too!
- Example #2: On a Friday afternoon, you notice that the Foundation money drawer and the register are low on small bills and change. You let the LIC know so they can run and get change from Kum & Go or the bank.
- Example #3: A patron notices broken glass by the front door, you are not available at to sweep it up. Notify the LIC and they will coordinate the clean-up.
Thank you for all of your hard work!
Megan, Beth, & Molly