Staff Competencies Training Matrix

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Selected Competency Family: Public Services
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 LevelLevel DescriptionClassificationFeedback  
Area-Specific Category
Public Services
Circulation
View Resources Level 1 Ability to check in and out print materials and some basic equipment via the ILS.  Knows when it is appropriate to renew an item for a patron and...   more Ast1-Aso3
View Resources Level 2 Ability to check out specialized equipment and circulating technology. Knows how to backdate an item for return. Ability to print a return receipt for a patron upon...   more Ast1-Aso3
View Resources Level 3 Knows what circulation reports are automatically generated by the ILS and can correctly interpret them.  Ability to identify if any reports are...   more Ast1-Aso3
View Resources Level 4 Knowledge of ILS configurations, settings, and templates. Ability to troubleshoot issues and recommend changes to better support circulation policies and workflows. Ability to open support tickets...   more Ast1-Aso3
View Resources Level 5 Ability to take a leadership role in departmental and interdepartmental committees and working groups to refine existing and create new circulation policies and workflows as needed. Ability to work...   more Ast1-Aso3
Course Reserves
View Resources Level 1 Ability to assist patrons with locating course reserve items using Ares. Ability to explain the basic process of setting up an Ares account and placing items on reserve.   Ast1-Aso3
View Resources Level 2 Ability to assist with course reserve processing such as scanning, paging and labeling. Ability to make minor item record adjustments in Aleph.*   Ast3-Aso3
View Resources Level 3 Advance knowledge of Ares client (including pacing and editing items on reserve in multiple formats as well as creating, cloning and editing classes). Ability to catalog professor’s personal copies in...   more Ast3-Aso3
View Resources Level 4 Conducts Ares training for faculty and library staff. Troubleshoots Ares client with Atlas systems representatives. Ability to manage Ares software. Assists with Ares policy formation and...   more
Instruction
View Resources Level 1 Ability to assist in a library instructions sessions and lead library orientations. Ability to serve as backup to the library instructor. Ability to answer questions from instruction participants...   more Ast1 -Aso3
View Resources Level 2 Ability to plan or lead a library instruction session. Ability to identify topics for specific audiences. Ability to modify course material based on needs of the group and feedback.   Ast1-Aso3
View Resources Level 3 Ability to create and lead a bibliographic instruction session as a subject specialist. Ability to create subject specific online guides and finding aids.   Aso2-Aso3
Information & Research Assistance
View Resources Level 1 Ability to politely answer basic directional questions. Ability to look up items using the library catalog and assist the patron in locating that material.   Ast1 -Aso3
View Resources Level 2 Ability to answer most reference questions and who to refer all other questions to. Ability to refer patrons to subject specific databases within and outside of their branch’s subject area. Ability...   more Ast1 -Aso3
View Resources Level 3 Ability to answer more in depth questions relating to specialized features within databases and specialized reference software and resources within one’s branch. May serve as a subject specialist in...   more Ast1-Aso3
Inter-Library Loan
View Resources Level 1 Knowledge of basic Interlibrary Loan policies and ability to help patrons using the Interlibrary Loan Web site (ILLiad); ability to inform patron of the status of their ILL request by searching...   more
View Resources Level 2 Ability to assist with Interlibrary Loan processing such as paging materials, scanning articles and preparing materials for shipping. Ability to open and sort incoming mail for ILL.  
View Resources Level 3 Borrowing/ Document Delivery o Ability to perform basic functions in the ILLiad client. o Ability to use intermediate searching skills in OCLC to locate requested materials and verify patron submitted...   more Ast3-Aso3
View Resources Level 4 Liaison with other university ILL offices. Ability to communicate effectively with patrons concerning all aspects of the ILL system. Borrowing/ Document Delivery o Ability to perform advanced...   more Ast1-Aso3
View Resources Level 5 Ability to customize ILLiad software. Ability to run reports within ILLiad. Plays a role in Interlibrary Loan policy formation and documentation.          Ast2-Aso3
Policies, Procedures and Reports
View Resources Level 1 Knows all basic borrowing policies and procedures regarding patron statuses. Ability to understand and calmly communicate policies to patrons at service desks. Knowledge of and ability to answer...   more Ast1-Aso3
View Resources Level 2 Possesses knowledge of all advanced policies and procedures and ability to implement them. Knowledge of what standard reports the library receives. ...   more Aso1 -Aso3
View Resources Level 3 Ability to run circulation reports on an as needed basis.   Aso1 -Aso3
View Resources Level 4 Mastery of all advanced circulation policies and procedures and knowledge of all circulation reports run on a regular basis. Ability to weigh in on and create new policies and policy revisions....   more Aso1 -Aso3
Stack Management
View Resources Level 1 Knowledge of the stack layout and organization within one’s department or branch. Proficiency in call number ordering systems within one’s branch. Ability to put items in order, find and shelve...   more Ast1 -Aso3
View Resources Level 2 Ability to identify and fix problems within the stacks. Ability to process loose-leafs.*   Ast1 -Aso3
View Resources Level 3 Ability to plan for long term growth within the stacks.   Ast1 -Aso3
Public Spaces and Study Areas
View Resources Level 1 Knows where the printers are located and how patrons pay for printing, and is able to assist patrons submit print jobs. Knows what supplies are made available for public use; ability to restock...   more Ast1-Aso3
View Resources Level 2 Ability to assist patrons in logging into the WIFI. Knows what resources patrons can access to troubleshoot WIFI issues. Knows the procedure for connecting to Library Resources from Off Campus using...   more Ast1-Aso3
View Resources Level 3 May have the ability to manage study room booking software to troubleshoot issues, create and delete staff accounts, open and close rooms, and create support tickets when necessary. Ability to...   more Aso2 - Aso3
Billing and Account Management
View Resources Level 1 Ability to locate and interpret an ILS patron record. Ability to answer questions from patrons relating to checkout periods, fine rates, and billing processes.   Ast1-Aso3
View Resources Level 2 Knows what notices are sent to patrons on a regular basis. Ability to identify a block on a patron record. Ability to explain to patrons why they received a specific notice or block on their patron...   more Ast1-Aso3
View Resources Level 3 Ability to manually create or edit a patron record within the ILS. Ability to activate a Gator-1 card within the ILS so it can be used to check out materials. Knows how to create a Guest Gatorlink...   more Ast1-Aso3
View Resources Level 4 Ability to receive, evaluate, and make recommendations regarding inquiries and disputes submitted by patrons regarding overdue items, assessed fines and fees, and items claimed returned. Ability to...   more Ast1-Aso3
View Resources Level 5 Ability to access circulation inbox to retrieve applications for library privileges, evaluate eligibility for library privileges, and process applications. Ability to look up a patron in the...   more Ast3 – Aso3
View Resources Level 6 Ability to make final decisions regarding patron inquiries and disputes submitted by patrons regarding overdue items, assesses fines, and fees, and items claimed returned. Ability to assess items...   more Aso2 – Aso3