Virtual Reference Library Jobs in Tacoma, WA (NOW HIRING)

General Position Summary Job Number: 2026-00106 King County Library System (KCLS) is seeking a motivated and skilled Public Services Assistant (PSA) to support community members in the Enumclaw and Auburn libraries, which are part of the Rainier Region of KCLS. The Rainier Region includes the following community libraries: Algona Pacific Auburn Black Diamond Covington Enumclaw Muckleshoot The Public Services Assistant (PSA) assists patrons with information about library materials, equipment, programs, and services in order to help them succeed through ideas, interaction and information. This position provides assistance in person, online, and over the phone.

The PSA also works in library material circulation and materials handling. The PSA regularly assists patrons in using computers and printers and works to ensure that library technology is functioning. The PSA also addresses patron behavior issues in the library.

PSAs may need to directly de-escalate and resolve disputes, enforce the Patron Code of Conduct and handle challenging situations with patrons. Successful candidates are quick learners, reliable, flexible and committed to building positive relationships with both coworkers and patrons from all backgrounds. Ideal candidates bring the ability to resolve service, circulation, and technology issues with a high standard of customer service and strong critical-thinking skills.

They possess substantial, in-person customer service experience, demonstrate the ability to model and champion Intellectual Freedom and feel confident working directly with diverse communities, including seniors. A positive attitude, the ability to troubleshoot technology, and the skill to teach others how to use technology are essential. Candidates who speak languages in addition to English-especially Spanish-are encouraged to apply.

Schedule: Monday, 10:15am-6:15pm at the Auburn Library Friday, 9:45am-6:15pm at the Enumclaw Library Saturday, 10:45am-6:15pm at the Enumclaw Library (Schedules are subject to change based on business needs) About King County Library System (KCLS): KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, we create opportunities through meaningful connections by acting as the knowledge-sharing center for over 1.5 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs. Approximately 1,000 engaged and passionate staff provide service in 50 community library locations and patron engagement using direct outreach, programs, and virtual assistance

Our service area includes cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle. From a 2021-2022 comprehensive Diversity, Equity, and Inclusion (DEI) Assessment Demographics and Language Report, of the more than 1.5 million residents who live within the KCLS service area, almost half identify as Black, Indigenous, or People of Color (BIPOC).Moreover, roughly one-third of the KCLS community speaks a language other than English as their first language. The King County Library System values the diverse perspectives, lived experiences, and cultures of all qualified individuals

We seek applicants that reflect the diversity of the communities we serve and encourage individuals of all backgrounds to apply, including BIPOC (Black, Indigenous, and other people of color), immigrants, refugees, women, LGBTQIA+, individuals with disabilities, veterans, etc. KCLS welcomes reasonable accommodations for persons with disabilities as an opportunity to assist qualified individuals in participating in the job application or interview process and/or performing the essential functions of the position upon hire. Need an accommodation to apply or interview.

Call (425) 369-3224 or email employment@kcls.org. KCLS ensures equal opportunities and consideration for all job applicants, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. KCLS does not tolerate discrimination or harassment during any stage of employment, including in recruiting, hiring, promotion, termination, leave of absence, compensation, or training

Examples of Duties Essential Duties The items listed in this section are the key duties and responsibilities for this job and do not represent an exhaustive list. Our organization is dynamic and therefore duties may change based on business necessity; however, any new duties will remain within the scope of the job. Provides information and readers' advisory assistance in person, online, and over the phone.

Facilitates patron use of library collections through reference interviews, literature, electronic searches, and instruction in the use of catalogs, paper and electronic resources. Educates, trains, and assists patrons with library technology, equipment and resources. Troubleshoots basic technology issues and reports equipment repair needs and non-routine maintenance, as necessary.

Assists patrons and staff with full range of circulation duties, including check-in/check-out, use of materials handling equipment, shelving materials, locating materials at different locations, and patron account problem resolution. Supports patrons and system staff with scheduling and using the library facility, including meeting and study rooms. Upholds the principle of intellectual freedom.

Responds to related inquiries and refers challenges as appropriate. Resolves patron incidents, concerns and conflicts ensuring the Code of Conduct is followed or redirects as appropriate. Promotes and displays materials, services, and programs.

Assists with delivery, preparation and staffing support of library programs and outreach. Performs daily cash handling and register functions, and associated reconciliation and deposits. Secondary Duties Attends and actively participates on internal committees.

Provides mentoring and training for staff in areas of expertise. Performs duties of lower classifications as needed. Performs other related duties as assigned.

Core Competencies Each KCLS position has job-specific competencies. These competencies describe characteristics needed for optimum performance in the position. In addition, there are organizational competencies applicable to all positions at KCLS that encompass the culture and set expectations for how work is performed.

Organizational Competencies Valuing Diversity Manages relationships with all kinds and classes of people inclusively and equitably. Respects, values, and encourages the unique dimension each employee adds to the organization, and each member of the community brings to the whole. Seeks opportunities to learn about differences.

Customer Focus Primarily focused on customer needs. Able to deliver high-quality, value-added services. Constantly strives to find new ways to increase customer satisfaction and understanding, foster equitable services, and forge meaningful connections.

Ethics, Values and Judgement Exercises best judgment, trustworthiness, and professional standards of conduct. Consistently demonstrates organization's values, moral principles, and accountability in behavior, character, and action. Defends intellectual freedom and confidentiality.

Professional and Technical Knowledge Demonstrates proficiency in professional and technical skills and/or knowledge in position-related areas. Purposely keeps up with current developments and trends in areas of expertise, in order to better foster personal success and connections for others. Job-Specific Competencies Approachability Listens more than they talk.

Allows appropriate time for interactions. Purposely builds rapport, sets positive tone and exhibits confidence by body language and speech. Maintains boundaries.

Dealing with Ambiguity Can shift gears comfortably. Can decide and act without the total picture and comfortably handle risk and uncertainty. Does not exhibit excessive need to control or track.

Can 'let go' and move forward in uncertainty. Teamwork/Collaboration Works cooperatively and productively with others to achieve goals and deliverables. Is aware of, utilizes and celebrate their own and team member's strengths and differences.

Composure Calm and reflective. Self-possessed even in the face of provocation. Recognizes and manages stress appropriately, even during tough times.

Desired Minimum Qualification Education and Experience The items listed below are the minimum requirements for the job and are relevant to this position. The organization values both work experience and education and realizes that individuals take different paths to acquire knowledge. Associates or technical degree or certificate.

Three years' experience in a library or other service-oriented setting. Any equivalent combination of education and experience that provides the necessary qualifications to successfully perform the duties of the position will be considered. Knowledge and Skills Proficiency in basic computer operations troubleshooting.

Proficiency in software programs including Microsoft Outlook, Word, Excel, and PowerPoint. Model for customer service mindset and delivery. Develop and maintain cooperative working relationships.

Demonstrated commitment to community. Maintain calm in stressful and ambiguous situations. Analytical and decision-making skills to assess an issue to determine an optimal solution.

Flexible in an environment with constant interruptions. Attentive to detail and accuracy of tasks. Adept communication and listening skills with various and diverse audiences.

Professional Licenses and Certifications None. Physical Demands & Work Environment Physical Demands While performing the duties of this job, the employee will: Frequently stand and walk throughout work shift and occasionally will sit. Frequently reach out at chest level and occasionally reach up or down with hands and arms.

Frequently use hands in conjunction with frequent finger use. Keyboarding. may be repetitive up to seldom.

Rotate neck up to occasionally. Change tasks depending upon the shift. Require extensive close work, including use of a computer monitor.

Occasionally bend, stoop, or twist at waist and squat or crouch. Frequently lift and carry up to 10 lbs. and seldom lift and carry up to 35 lbs.

Seldom push or pull carts and wheeled equipment with light to moderate force. Work Environment Work is performed in a typical library environment. Interactions with individuals that involve behavior issues may occur.

Resources are available to assist with identifying solutions or actions. Work may occasionally be near moving mechanical parts or high speed automated systems. Incumbent must be available for a varied work schedule, including evenings and/or weekends, which may change periodically.

Travel between assigned work locations may be required.