Department of Parliamentary Services – Canberra ACT

13d ago , from Parliament of Australia Department of Parliamentary Services

Classification: Parliamentary Service Level 3

Branch: Library Collections and Systems

Section: Client Services and Engagement

Duty Statement

Under limited/general direction undertake duties in accordance with the agreed standards for the specified classification. The duties will include, but are not limited to, the following:

- Support the Parliamentary Library’s front of house service delivery through:
- providing responsive service desk support to Library clients in person, online and by phone, including circulation services such as loans, returns and account enquires
- locating and sourcing collection resources through the library management system, discovery service, subscription databases and Trove Partners Resource Sharing, and other relevant tools
- monitoring, prioritising and actioning requests in line with service standards and client needs
- responding to less complex information and reference enquiries by identifying, retrieving and providing relevant material
- liaising with clients, Library staff and external agencies to facilitate requests and ensure timely service delivery.

- Under established procedures and guidance, contribute to the delivery of the Library’s engagement and training program including by:

- welcoming and onboarding current Library clients
- providing information on Library services, collections and products.

- Assist with the maintenance of the Library’s physical collection, including shelving and weeding activities.




- Contributing to corporate activities by providing administrative and technical support to senior officers within the section and branch.

Selection Criteria

- Demonstrated experience or skills in front-of-house service delivery, including the ability to search for, retrieve and provide relevant information using online databases and systems.
- Strong client focus and the ability to deliver courteous, responsive and accurate service, including liaising effectively with clients, internal staff and external agencies under direction.
- Ability to manage own workload under direction, follow established procedures, meet deadlines and respond to changing priorities.
- Effective communication skills, both oral and written, including the ability to communicate clearly and respond appropriately to clients and colleagues.
- Positive organisational and teamwork skills, including the ability to work collaboratively, support team outcomes and use standard IT systems and applications effectively.
- Eligible Qualifications and/or other technical requirements
- a. Ability to work overtime shifts (5 pm to 8 pm, Monday to Wednesday) during parliamentary sitting weeks.
- b. Library experience and/or a recognised library and information qualification is desirable.
- c. The successful applicant will be required to obtain and maintain a Baseline security clearance.
- d. May require physical capacity to operate storage units and to manually handle collection material up to 6kg.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

#J-18808-Ljbffr

📌 Client Services Officer (Canberra)
🏢 Department of Parliamentary Services
📍 Canberra