This document outlines the expectations and guidelines for student workers at the library. It discusses priorities like providing excellent customer service, maintaining patron privacy, appropriate desk conduct, and attendance policies. Student workers are expected to be respectful, helpful, and focus on assisting patrons during their shifts. Any issues should be promptly reported to supervisors, and regular communication is important to stay updated on announcements and feedback. Overall, the goal is to ensure patrons have a positive experience at the library.

1. Student Worker
Expectations
GUIDELINES FOR SUCCESS

2. Welcome!
» We are glad you’re here!
» You represent the library. Set a positive tone for the
patron’s library experience.
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3. Customer Service
» Interact in a respectful and friendly manner with
everyone.
» Your first priority is always to assist patrons. This
expectation applies when in the stacks or at a desk.
» In-person patrons have priority over those on the
phone. When answering, please use good phone
etiquette and take clear messages.
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4. Customer Service
» Look up frequently, and greet patrons as they
approach.
» Reach out to ask if patrons need assistance if they
appear unsure about something.
» Advocate for the patron: A-R-O
» Answer directional questions and help patrons locate items.
» Refer all reference questions to a staff member or librarian.
» Offer contact information if staff/librarian not available.
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5. Patron Privacy
» You will have access to some patron information
 Personal information is not shared.
 Personal information includes but is not limited to
telephone number, address, materials checked out, etc.
» Never tell anyone, including faculty, who has an item checked out.
You can only say when an item is due.
» Fine information can only be shared with that patron.
» Do not discuss library records over the telephone.
» Do not access patron records unless necessary as part of your
work duties
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6. Desk Conduct
» Be friendly, but don’t socialize excessively.
 If friends stop by the desk or stop you while you are
working in the stacks, let them know you are working and
will catch up with them when your shift is over.
» Focus on the task at hand
 Your job when at the desk is to assist patrons.
 Having books, papers, cell phones, and tablets out while
working is a distraction and not allowed.
 You may listen to music while working in the stacks, but
should not be using your phone for texting/social media.
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7. Safety and Security
» Be alert to your surroundings. Let your supervisor
know of any problems you notice.
» If a situation causes concern, contact your supervisor
immediately. You can also contact campus security at
711. You are NOT expected to handle potentially
dangerous situations. Your job is to get yourself and
others to safety.
» In the event of a fire alarm, please leave the building
immediately, and ask others to do the same.
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8. Attendance
» We depend on our students!
» Absences
 Three unexcused absences during a semester will result
in termination.
 Failure to call in and/or report to work for two (2)
consecutive workdays is considered voluntary termination
of employment.
» Tardiness
 If you are more than 15 minutes late for your shift, your
supervisor may ask you to leave and count the shift as an
unexcused absence.
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9. Attendance
» Illness
 Please do not come in sick!
 If you cannot make it for your shift, you are expected to
find a substitute. No coverage is not acceptable.
 Contact your supervisor promptly if you will be late, must
miss a shift due to an emergency, or cannot find a sub.
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10. Timesheets
» Pay period: Thursday - Wednesday
» ***Due by close of business Tuesday***
» Make sure Wednesday hours are on them; if you end
up changing hours Wednesday, let your supervisor
know ASAP!
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11. Breaks
» If you work between 4 and 6 hours, you are entitled to
a 15 minute break.
» When you work a shift that is 6 or more hours, you are
required to take a 30 minute unpaid break.
» Thirty minute breaks must be recorded on your
timesheet.
» Check with your supervisor to make sure it is a good
time for you to go on break.
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12. Getting a Sub
» If you are unable to work, you must find a sub to
cover your shift
» Post sub requests to the BlackBoard discussion
board
» Let your supervisor know who will be covering your
shift
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13. Semester Breaks
» We expect our student employees to be available to
work until the last day of exams.
» If you need to stop working before the end of the last
day of exams, you must speak with your supervisor at
least 10 days in advance of your last day.
» The library is open during school breaks.
Communicate with your supervisor as soon as
possible if you’d like to work over a break.
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14. Communication
» We will email your syr.edu account with important
changes and announcements. Please check this
regularly.
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15. Performance and evaluation
» You will be provided with constructive feedback.
 You will receive periodic evaluation, including after the
first weeks on the job and at the end of the year.
 Reasons for potential dismissal include:
» Falsification of a timesheet
» Repeated lateness or unexcused absences
» Failure to follow Library policies or lack of cooperation
» Use of or being under the influence of drugs or alcohol at work
 If you don’t know, ask! We don’t expect you to know
everything right away; the library can be complicated.
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