Syracuse University

1. Student
Employee
Guide
2017 – 2018
Welcome!
This handbook is intended to be a guide to your work in the Library.
As a Library staff member, we expect you to show up for work on time, work the shifts you are
scheduled for, follow directions, and communicate with us. We are glad you have joined our staff; we
could not operate without your assistance. Welcome aboard!

2. Student Employee Guide
Table of Contents
I. Service Philosophy................................................................................................................ 4
Put the patron's needs first.
A. Common Courtesy......................................................................................................................4
Treat everyone kindly.
Keep personal information private.
B. Demeanor & Attire.....................................................................................................................4
Act and speak professionally and welcoming.
Use common sense and dress appropriately for your duties.
C. Desk / In Person........................................................................................................................4
Be alert, prepared and aware of your surroundings.
i. Assisting a Patron........................................................................................................... 5
Greet the patron and help with their request.
Guide or give descriptive directions.
ii. Referring a Patron...............................................................................................................5
Attempt to assist or refer to the appropriate contact.
iii. Taking a Message ..............................................................................................................5
Get all pertinent information in writing.
D. Phone..........................................................................................................................................6
Speak clearly, use a moderate tone, be patient, listen and ask follow-up questions.
i. Answering.............................................................................................................................6
Respond professionally yet remain personable.
ii. Assisting a Patron ...............................................................................................................6
Stop what you are doing and focus.
Inform a patron if they are on hold
iii. Referring / Transferring a Patron......................................................................................6
Infrom the patron where you will be transferring/refferring them to.
II. Attendance........................................................................................................................... 6
A. Absences & Tardiness ..............................................................................................................6
i. Absences
ii. Tardiness
B. Breaks .......................................................................................................................................7
Work Breaks & Rest Periods
C. Illness .........................................................................................................................................7
Absences due to Illness
D. Time Off .....................................................................................................................................7
Time-Off Requests

3. Student Employee Guide
E. Substitute (Sub) Shifts...............................................................................................................8
i. Finding a substitute
ii. Working as a substitute
F.Exams, Holidays, and Breaks .....................................................................................................8
i. Exams
ii. Holidays
iii. Academic Breaks
G. Inclement Weather ....................................................................................................................8
Weather Closures
H. Getting Paid ...............................................................................................................................9
i. Pay Period Schedule
ii. Paycheck Pick-up
iii. Direct Deposit
iv. Time Sheets
III. While at Work ...................................................................................................................10
Work flow and customer service.
Quiet spaces.
A. Computers............................................................................................................................... 10
i. Library Workstations......................................................................................................... 10
ii. Email ................................................................................................................................. 10
B. Portable Devices..................................................................................................................... 10
C. Food and Drink........................................................................................................................ 11
D. Personal Visitors..................................................................................................................... 11
IV. Performance Evaluations.................................................................................................11

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I. Service Philosophy
Put the patron’s needs first.
Our purpose is to ensure that each and every patron gets what they need while using the library. It is
vital that you, as an employee, understand the library’s commitment to service philosophy and strive
to take the initiative to make every patron’s visit a pleasant and successful one.
A. Common Courtesy
Treat everyone kindly.
Treat them how you would like to be treated. People are more likely to remember being treated
poorly than being treated kindly. This philosophy applies not only to our patrons, but to your
coworkers as well. Treat everyone with respect, and you will receive the same in return.
Keep all personal information private.
Never give out personal information about staff or other patrons. This includes phone numbers,
addresses, materials checked out (i.e. who currently has an item), borrowing habits, etc... If
someone requests such information, please refer the request to your supervisor.
B. Demeanor & Attire
Act and speak professionally and welcoming.
Remember that you are often the first point of contact for library users. Your assistance to a user
will set the tone for their entire library experience. First impressions count and are lasting. While
you don’t have to be robotic in your duties, professionalism is expected.
Use common sense and dress appropriately for your duties.
Although the Library has no official dress code, please dress appropriately for your position. If
your position requires that you do a lot of bending and lifting, please dress accordingly. Your
supervisor can answer any questions you have regarding appropriate attire.
C. Desk / In Person
Be alert, prepared and aware of your surroundings.
When you’re at a service desk, you’re there to assist our patrons. Greet or acknowledge people
immediately. If you are helping one person, acknowledge the waiting person with “I’ll be right
with you” so they know that you have seen them or call another staff member for assistance.
Even if you are not at a service desk, you should be prepared to answer any patron questions. If
you are approached in the stacks, the extended study area, or even outside the building, treat
that person with the same courtesy and respect that you would treat one who approached you
while working at a service desk.

5. 5
i. Assisting a Patron
Greet the patron and help with their request.
When a Patron approaches you for assistance, immediately stop what you are doing and
listen to what they need. If you are unable to stop immediately, acknowledge them with “I’ll
be right with you,” get your work to a stopping point, and let the patron know you are ready to
help them by saying, “Thank you for waiting. How can I help you?”
Guide or give descriptive directions.
Unless you are unable to leave your desk, actually walk the user to the area they are looking
for rather than simply pointing. If you are unable to leave the desk, be as descriptive as
possible to ensure they get to the appropriate location. Ask another employee or a supervisor
to watch the desk while you assist the patron. Remind patrons of the library maps near the
elevators.
ii. Referring a Patron
Attempt to assist or refer to the appropriate contact.
You may not always know the answer to the patron’s questions, however, you have a myriad
of resources available to you; ask a coworker or your supervisor, call another department and
ask the question, or search the library’s web site. If you don’t know, refer them to the
appropriate contact.
If you have exhausted all resources and are still unable to help, or if the patron has a
complaint, please have a supervisor handle the situation. In the event that the supervisor is
not available, take a message for them, making sure to include all pertinent information such
as a name, telephone number and e-mail. Additionally, give the patron the name, phone
number and email of the supervisor you are referring them to so they are able to follow-up as
well.
iii. Taking a Message
Get all pertinent information in writing.
Be sure to get the patron’s full name, verifying the spelling, their phone number and email
address, as well as a brief description of the situation or problem. Repeat the information
back to the user to verify that you have everything correct. Let them know when they can
expect a response. (I.e. when the supervisor or appropriate staff member will be in)
It’s also a good idea to include the date and time of the message, as well as your name or
initials so that the recipient of the message knows who to ask questions if they feel the
message is unclear or if they need more information before handling the situation. Ensure
the information is relayed to the appropriate location or contact. Try and follow up on the
issue and see how your supervisor handled the situation for future reference.

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D. Phone
Speak clearly, use a moderate tone, be patient, listen and ask follow-up questions.
A phone conversation may often be a first impression a patron has as well. Ensure that you are
speaking clearly and slowly, use a moderate tone for better understanding, be patient, listen to
what the patron has to say and follow-up with any questions to guarantee clarification and better
understanding of the patron’s needs.
Remember your parents saying, “Don’t take that tone with me!”? Your voice often says more
about what you are thinking than your words do.
i. Answering
Respond professionally yet remain personable.
Answer the phone with a friendly greeting that identifies your area and yourself. Your
supervisor can tell you what the standard phone greeting is for your department. A good
standard greeting to use is “[Department or Service desk name], this is [your name]. How
can I help you?” ex: “Bird Library Circulation Desk, this is Jill. How may I help you?”
ii. Assisting a Patron
Stop what you are doing and focus.
When a patron calls, immediately stop what you are doing and focus on the conversation.
If you are unable to stop immediately, acknowledge them with “Can you hold a moment
please?” making sure to wait for their “Yes” response before you put them on hold. Quickly
get your work to a stopping point and pick the call back up with “Thank you for holding. How
can I help you?” Call for assistance if there are other patrons at the desk.
Inform a patron if they are on hold.
Standard rule of thumb is to leave callers on hold for no more than thirty seconds to one
minute at any one time. If it is taking you longer to get the answer to a patron’s question,
return often to let them know that you are still working on getting the information they need.
If the wait is going to be longer than a few minutes, it’s probably a good idea to take a
message, find out the information, and call/email the patron back.
iii. Referring / Transferring a Patron
Inform the patron where you will be transferring/referring them to.
If you do need to transfer a call to another department or service desk, let the caller know
the name of the department and the phone number where you are transferring them. This
allows them to call them back directly in the event they get disconnected. As well, knowing
where they are going will help them feel more at ease

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II. Attendance
Support your team.
Arrive to work on time and ready to work. We depend on our student staff, and need you here at
your scheduled time in order to keep the Library running smoothly. Remember that your fellow
staff members are relying on you to be at work when you are scheduled.
A. Absences & Tardiness
i. Absences
If you do not come in for a scheduled shift, and have not made arrangements with a
supervisor at least ten (10) days in advance, it will be documented as an unexcused
absence. Three (3) unexcused absences during a semester will result in termination of your
position.
Failure to call in and/or report to work for two (2) consecutive workdays is considered
voluntary termination of employment.
ii. Tardiness
If you are more than fifteen (15) minutes late for a scheduled shift, and have not called your
supervisor to let them know, this will also be counted as an unexcused absence, and you
may be asked to leave for the day without working the remainder of your scheduled shift.
B. Breaks
Work Breaks and Rest Periods
Labor laws require that if you are scheduled to work between six (6) and eight (8)
consecutive hours, you must take a minimum of a thirty (30) minute unpaid meal break.
Students are not permitted to work more than eight hours in a given day, even if the hours
are spread among different University or Library departments.
Typically, two rest breaks of fifteen (15) minutes each are included when you work between
four (4) and six (6) hours in a shift. However, they may not:
• exceed the department’s allocated time for breaks, (15 minutes)
• be added to the meal break,
• be taken at the beginning or end of your shift, or
• be carried over to the next work day.
All breaks should be planned with your supervisor for the course of each shift that you work.
C. Illness
Absences Due to Illness
If you are ill, coming in to work may make your recovery longer and spread the illness. Use
your judgment and know when you should stay home.

8. 8
If you are too sick to work, call your supervisor as soon as you know you cannot come in. If
your supervisor is unavailable, leave a message with a contact number for you in case they
need to get in touch with you. The earlier you let your supervisor know, the easier it is to find
a substitute or replacement for your shift.
D. Time Off
i. Finding a Substitute
If you are unable to work your shift, you must get a substitute to fill your shift. Use the
BlackBoard discussion group to post notices if you need a sub to cover one of your shifts.
ii. Working as a Substitute
If you decide to pick up additional hours by being a sub for another student, verify that your
schedule can accommodate the additional hours. Ask your supervisor for assistance to be
sure that you are not working over twenty (20) hours per week. This may mean that you need
to swap shifts with someone instead of working additional hours.
E. Substitute (Sub) Shifts
Time-Off Requests
You may need a day off to prepare for an exam, finish a project, or make a trip home. If you
need to make changes to your schedule, you should clearly communicate with your
supervisor, making your requests as soon as possible so that they can balance the needs of
the workload with another staff member, if possible.
Efforts will be made to accommodate reasonable requests for days off that are given 10 days
in advance. These types of absences will not count toward your unexcused absences. If you
need to make permanent changes to your schedule, please speak with your supervisor.
F. Exams, Holidays, and Breaks
i. Exams
You will be expected to work during exam weeks. Additionally, you need to alert your
supervisor to your exam schedule as soon as possible, so that accommodations can be
made to ensure that everyone has enough time to prepare for and attend their exams.
However, you are responsible for all of your shifts until the conclusion of finals for the
semester.
ii. Holidays
If the library is open during a holiday, then students normally scheduled to work on those
days are expected to work their shift. The Library often does not close on religious holidays;
please contact your supervisor if you need time off for observances.
iii. Academic Breaks
Bird Library is open during Fall, Winter, and Spring breaks with modified hours. Contact your
supervisor as soon as you know your availability to work during these breaks, so that the
schedule can be created.

9. 9
G. Inclement Weather
Weather Closures
Bird Library remains open in inclement weather unless a closure of the campus is
determined by the University or a closure of the libraries is determined by the Dean of
Libraries. In these cases, you will be notified by your supervisor via email.
If you are unable to make it in to work because of the weather, contact your supervisor as
soon as you are able. Unless you call in your absence prior to the beginning of your
scheduled shift, it will be counted as an unexcused absence.
H. Getting Paid
i. Pay Period Schedule
The payroll week begins on Thursday and ends on Wednesday each week.
ii. Paycheck Pick-Up
Your paycheck will be available on Wednesdays. Sign for it and pick it up from a staff
member on the third floor of Bird Library in the Maps and Government Docs office. This is
open normal business hours, Monday –Friday.
iii. Direct Deposit
Choose direct-deposit and save a trip to the bank. Have your paycheck automatically direct-
deposited into your bank account. You can set this up using your MySlice account at
myslice.syr.edu. Ask your supervisor for help you if you have questions on the setup process.
When you choose Direct Deposit, you no longer receive a pay stub, but you will be able to
view it online and print it out if necessary.
iv. Time Sheets
Time sheets are legal documents audited by the University and held for three (3) years past
the academic year. It is imperative that you accurately record the time that you worked on
your time sheets.
The pay periods start on Thursday and end on Wednesdays. Each timesheet must be
accurate and signed in ink by you and your supervisor. You must hand in your timesheet to
your supervisor every Tuesday by the end of your work. If you do not work on Tuesdays, hand
it in on the last day that you work during that pay week.
III. While at Work
Work flow and customer service
Your job at the Library is to assist users and perform other Library work as assigned. While at service
points it is important to acknowledge all users, even while assisting others. A simple, “I’ll be right
with you” allows the waiting person to know that you have seen them and will be with them as soon
as you are done with the person you are helping.

10. 10
Though it is acceptable to work on homework or browse online while there are no patrons at or
waiting for help at the service desks, your first priority is customer service. Look up from your work
often to notice if anyone needs assistance. Patrons should not have to ask for your attention or feel
like they are interrupting you.
Even if you are not at a service point, be aware of users around you by responding to looks of
confusion in a friendly, helpful manner. During shifting and shelving you may be approached by users
with questions. Treat that person with the same courtesy and attention you would treat them while
staffing a service point. If you’re not sure how to help them, direct them to a service desk.
Quiet spaces
Remember that many users come to the Library for a quiet place to study. Please respect their need
for quiet by limiting the volume of your voice and activities. However, it is not appropriate to wear
headphones at the service desk. Keep personal conversations with friends or other patrons to a
minimum. You need to be available to other patrons who need assistance.
A. Computers
Library workstations
We all rely upon our computers to get our jobs done. Please respect the equipment you use.
i. Library Workstations
Shared workstations
Please remember that Library computers are shared workstations. Many staff share
computers with fellow coworkers. Service point computers are used by everyone who works
at that desk. Since you are sharing, please do not save any personal documents, install or
remove any programs, or customize the computer’s settings. For example, while you may
prefer a smaller resolution for your monitor at home, other staff may not appreciate it (or be
able to read it).
Computer use policy
While you are at a service point, remember those workstations are to be used for Library
work. While you are allowed to use these stations for schoolwork if there is time, all use is
subject to the Syracuse University Computing and Electronic Communications Policy. Please
review and adhere to the policy available at http://its.syr.edu/policy/computepolicy.cfm.
ii. Email
Convenient communication
The Library uses email as one of its primary means of communicating with staff. Check your
email regularly for important schedule changes or announcements. Your supervisor will send
updates and information; coworkers may use email when looking for a sub. You will receive
emails through BlackBoard for announcements as well.
Email is convenient, but it should not be the only way you communicate with your supervisor.
It is especially important to remember that when you are sick you should phone your
supervisor to advise them of your illness as well as an expected return date. Email is an

11. 11
acceptable way to notify your supervisor of an event that interferes with your scheduled work
day(s) if it is 10 or more days ahead of time.
Please be aware that whoever you are emailing may not be constantly checking their inbox;
email is not necessarily the way to get someone’s immediate attention or a quick answer.
B. Portable Devices
Cell phone and headphone use
Music players, headphones, speakers, and cell phones should not be used while working at any
service point. You may be allowed to use a music player while shelving if it does not interfere with
your shelving duties or accuracy. Please check with your supervisor. If you are permitted to do so,
remember to keep the volume at a level that you can still hear what is going on around you.
Set to silent
All SU library locations are Silent Cell Phone areas, meaning that all users and staff should set
their ringers to either “Off” or “Vibrate” while in the building. Please turn off your ringer before
you come to work. Service point and department phones should be used for work-related
matters. Cellphone use – for calls, texting, social media, or anything else - is not allowed at the
service desks. If you are expecting an important call during your shift, let your supervisor know
ahead of time. They can make arrangements to allow you to keep your phone on you and step
away from the desk if/when your call comes through.
C. Food and Drink
Food, drinks, and breaks
Feel free to have drinks at the desk but keep your beverages in a closed container. No food
should be consumed at any service desks. If you need a break to eat, make sure the service
desk is covered and check with your supervisor. If you work less than 6 hours, you’ll be allowed
to take a 15 minute break. If you work 6 or more hours, you can take a 30 minute break. You can
eat in the employee break room, the café, and various other places on campus or in the library.
D. Personal Visitors
Personal conversations at the desk
While you are at work, your job is to be available to patrons for assistance, or to complete
shelving and other stacks work. Politely remind your friends that you are working and keep
conversations to a minimum. It is also not appropriate to plan group work during your work hours
at the Library.
IV. Performance Evaluations
Continued employment is dependent on the quality of your work. We will communicate any concerns
we have regarding your performance as they arise but you will receive a formal performance
evaluation 30 days after you start working for us and at the end of each academic year. During your
performance evaluation, you will meet with your supervisor to discuss the performance of assigned
duties, attendance, and attitude. You will have the opportunity to comment on your evaluation.
Evaluations are kept on file in the Library Personnel office for four years.

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We view work-study as an important building block in your resume and recommend that you view it
similarly.
We hire great students.
Occasionally, however, we may need to let a student go. The major reasons you can lose your job
are:
• Falsification of a timesheet
• Repeated lateness or unexcused absences
• Failure to follow Library policies
• Lack of cooperation
• Use of or being under the influence of drugs or alcohol while at work