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Patron Engagement Ambassador

Posted: 09/08/2023

As our Patron Engagement Ambassador, you will be responsible for welcoming and engaging patrons on library property.  You will work on our branch team, creating positive experiences for library patrons, including assisting with navigation and referrals to available resources and services.  You will continuously monitor Library property to maintain and redirect behaviors so that they are in line with Library policies. You will address behavior issues using a trauma informed approach, motivational interviewing, and de-escalation techniques to promote a safe Library environment. This position requires communication and coordination with the Public Safety Manager and other Library staff. including writing incident reports.
Other Things You Should Know
We are hiring for two positions. The duties are similar, but each position is at a different location and has a different initial schedule (see below). Schedule and location may vary over time based on public traffic.  These are full-time positions. Hourly pay is $19.51 per hour plus excellent benefits.
You’d Do

  • Builds rapport and relationships with all patrons in the branch to promote a safe environment and engagement with library resources.
  • Works to diffuse and mediate confrontations, reduce tensions, and promote peaceful library use through active listening and trauma informed practices.
  • Explains and, when needed, applies Library Rules of Conduct and policies to maintain appropriate patron conduct and a welcoming atmosphere.
  • Conducts regular checks of the interior and exterior of the building, in various alcoves, rooms, parking lot, and restrooms to ensure location remains secure and safe.
  • Facilitates crisis response, safety, and crowd management, providing support to both patrons and staff.
  • Escort patrons who have been asked to leave the building to the door to ensure they exit, requesting assistance as needed. Augments Library’s third-party security vendor by focusing support and security to patrons inside the branch.
  • Communicate clearly with branch leadership and Public Safety Manager about incidents and safety concerns. Complete incident and accident reports as needed, providing weekly summaries to the Public Safety Manager and Branch Manager.
  • Maintain First Aid/CPR/AED certification and complete other training relevant to your responsibilities.
  • Effectively use computer applications and library equipment to maintain communication, compose reports, and perform your other functions.
  • Maintain current knowledge of system-wide and location-specific procedures, processes, policies, and operations.
Locations and Schedules
Opening 1 – Bluford Branch
Mon 10:30am-7pm
Tue 10:30am-7pm
Wed 10:30am-7pm
Thu 10:30am-7pm
Fri 8:30am-5pm
Opening 2 – North-East Branch
Mon 11:30am-8:00pm
Tue 11:30am-8:00pm
Wed 11:30am-8:00pm
Thu 11:30am-8:00pm
Fri 8:30am-5:00pm
Job Requirements
  • Demonstrate a commitment to developing and maintaining a welcoming environment within the Library, with the ability to create and maintain positive relationships with patrons, staff, and the community.
  • Demonstrated knowledge of verbal de-escalation techniques. The ability to creatively problem-solve, deescalate, negotiate, and handle stressful situations in a positive manner.
  • Ability to demonstrate excellent interpersonal skills when working with customers, coworkers, and community. You will need a positive attitude and cultural sensitivity when working with customers of all ages and backgrounds, coworkers, and community in a trauma informed manner.
  • Ability to thrive while working in a busy environment with constant public contact.
  • Knowledge of providing services and information to customers with varying levels of experience and knowledge.
  • Ability to thrive while working in a busy environment with constant public contact.
  • Strong written communication skills with the ability to compose a comprehensive narrative for accurate and non-biased incident reports.
  • Ability to recognize and manage safety hazards.
  • Ability to effectively use workplace technology, including email, calendar, internet, databases, video conferencing, and other software.
  • Ability to speak and understand English is required. Additional consideration may be given to individuals that are proficient in any non-English languages spoken in Jackson County, MO including Spanish, Vietnamese, French, Arabic, and Swahili.
  • Prior experience working in a social services venue preferred.
  • Ability to successfully complete First Aid/CPR/AED training.
  • Minimum requirements include two years of post-high school education or an equivalent combination of education, related experience, and life experience. The experience will include at least one year of experience working with public safety issues. Experience with Trauma Informed Care or Mental Health First Aid is also required.
How to Apply
Please apply for this position through our web application system at Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.

Job Type: Full Time

Salary Range: $30,000 - 49,999