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JCU Library Experience Guide: Mabo Library Team

Mabo Library Team

Eddie Koiki Mabo Library

Mabo Library Team

Library Experience

Education Engagement

Open Education Project

Scholarly Communications

Collections & DIscovery

Special Collections

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Your role in the organisation

The Library Experience Framework notes that exceptional client service occurs when Library Services provide service that goes above and beyond client expectations, creating positive experiences that result in high levels of client satisfaction and engagement. 

All library services and processes are subject to continual assessment, review and ongoing improvement. We are committed to developing innocative methods and practices that enhance the quality of service. 

A great library experience involves actively assessing, anticipating and meeting client needs and expectations. Quality service is that which adds value to the provision of services by focusing on the delivery of timely, relevant and accurate information and assistance. 

Library Experience Team

The Team Leader, Library Experience leads this exceptional team of staff to deliver quality library services to staff, students and community members. The Team Leader liaises with internal staff and external providers regarding facilities, services and debt collection. The Team Leader approves timesheets and leave requests for members of the Library Experience team. 

Librarians within the Library Experience team provide exceptional library services and assistance to staff, students and community members via the Library Help Desk, Chat, online and through social media platforms. Librarians provide appropriate levels of client assistance and referrals as needed. 

This role includes:

  • Referencing and research help
  • Copyright
  • Readings
  • ALMA 
  • Debt collection reporting
  • Off Campus 
  • Teaching or assisting with classes
  • Creating/updating procedures
  • Reporting and tracking maintenance issues
  • Statistics
  • Website and social media content 
  • Library displays
  • Event Management 
  • First-tier IT support
  • Room bookings
  • Supporting student casuals 

Casual Librarians and Library Officers provide exceptional library services at the Library Help Desk and online, and support the Library Experience team. Casual Librarians and Library Officers liaise with Library and University staff in various roles. 

This role includes:

  • Primarily working nights and weekends at the Library Help Desk 
  • Referencing and research help
  • Processing payments 
  • Referrals
  • First-tier IT support
  • Using ALMA, LibApps and other library and university related systems
  • Supporting Library Assistants 

Library Assistants provide exceptional library services at the Library Help Desk, both in person and online. Library Assistants are responsible for opening and closing the library, and have daily tasks to complete. 

This role includes:

  • Opening and closing the library 
  • Completing tasks on the Library Experience Daily Tasks Checklist 
  • Processing payments (Fines, Binding, 3D printing etc)
  • Scanning for Readings and Research Online
  • Using ALMA (the Library management software), LibApps and other library related systems 
  • Following procedures and processes
  • Reporting maintenance issues 
  • Keeping statistics
  • Assisting staff/students with first-tier JCU IT services 
    • Eduroam
    • CopyPrint
    • JCU systems (LearnJCU, Students Online, eStudent, Mobile apps etc)
    • Basic software assistance (MS Office, Adobe etc). 

Townsville Key Contacts

Rachael McGarvey - Team Leader, Library Experience 

W - 4781 6176 

M - 0411 277 322 

E -

Bec Franks - Librarian 

W - 4781 4603 

M - 0450 922 171 

E -

Claire Swift – Manager Education Engagement

W - 4781 6753 

M - 0413 692 264 

E - 

Documents relevant to your role

Access these documents relevant to your role on Confluence:

Please Note: These documents are currently being updated to reflect the changes from the PSC

We acknowledge the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and acknowledge Traditional Owners of the lands where our staff and students, live, learn and work.Acknowledgement of Country

Creative Commons Licence
Except where otherwise noted, this work is licensed under a Creative Commons Attribution-ShareAlike (CC BY-SA) 4.0 International License. Content from this Guide should be attributed to James Cook University Library. This does not apply to images, third party material (seek permission from the original owner) or any logos or insignia belonging to JCU or other bodies, which remain All Rights Reserved.