Rosters

JCU Library uses LibStaffer, an online rostering application. Each staff member is registered in the system, check your staff emails for the welcome email from Springshare. Once you have received this you will need to Reset Your Password in order to login. 

Schedules are planned a month in advance, and the following week's schedules are emailed to you on Wednesday's. You can also view your upcoming shifts online. 

Time Off 

You can add your unavailability to LibStaffer for student classes, exams, leave etc. Enter your unavailability as Time Off in LibStaffer so that you are not scheduled at those times. You can add your time off as recurring or as a once off. If your availability changes after you have been scheduled, it is your responsibility to organise a shift swap or replacement. 

Staff will, wherever it is reasonable and practical:

• Apply for leave that is outside of peak teaching and workload periods, taking account of the genuine operational requirements of the Work Unit (Enterprise Agreement 2016). 
• Discuss leave requirements with your Team Leader with some advance notice so we can be equitable and ensure that there are enough staff available to offer service. 

Casual Contracts

Casual staff are generally contracted for up to 6 months. Casual staff are expected to be available during that contract period. Discuss leave and placement requirements in advance with your Team Leader and add it to LibStaffer once approved. 

Staffing

• Library Experience Assistants (LEA's) and Librarians/Library Officers work as a team at the Library Help Desk. 
• LEA's work with Librarians/Officers to 6pm Monday to Friday, and 10am-5pm on weekends.
• Librarians/Officers will have a Security Officers with them whenever there is no LEA rostered 
• LEA's are required to stay in the Library until the Security Officer arrives for their shift so that the Librarian/Officer is not left alone. 
• Librarians/Officers should contact Security by phone if they have not arrived by 6pm
• When Security staff are not rostered (weekends and semester breaks when the library closes at 5pm), Librarians/ Officers clear the library while the LEA closes the Library Help Desk area. This is listed in the Mabo Library Closing Procedure. 

The Library Experience Charter communicates the standard of service clients can expect from JCU Library staff. It also outlines the behaviours we expect from clients (most importantly; show respect and courtesy).

As a JCU Library Staff member, you should always;

• Treat clients with courtesy, fairness and respect.
• Be aware of acceptable lengths of service time.
• Keep personal conversations to a minimum
• Be mindful of the privacy of other clients.

(e.g. do not share personal details of clients with other clients)

Referrals

• Students can be referred to their subject specific Liaison Librarian for one-on-one appointments for research, referencing, EndNote etc
• Staff and students can be referred to Collections for any enquiries about the library's physical and electronic collections. 
• Staff refer complex technology queries to IT HelpDesk staff (Building 300, Room 005) or advise clients to log a Service Now request.
• Staff can refer students to the Learning Centre (inlcuding the Peer Advice Desk and Learning Advisor appointments) for academic writing help. 
• Staff can refer students to Student Centre (Building 134 Education Central) for all enrolment and student account enquiries 
• Staff can refer students to Student Equity and Wellbeing (Building 18, Level 1) for career planning and counselling. 
• Staff can refer students to AccessAbility if they have a disability and/or healthcondition

LibApps

• Be concise, consistent, and professional in your written and spoken communication.
• Librarians, Officers, and Library Experience Assistants should check ALMA to get the full picture of a situation (e.g. in Claims Returned or fine queries).
• Provide links to online content to support self-service.
• Use the macros in LibAnswers where possible to ensure consistency.
• Most communication should be in LibApps.

Daily feedback

• Complete a Mabo Library feedback form after each shift so management staff can build a picture of what the library environment was like that day.
• This can build a picture of patterns of behaviour or issues that need to be addressed (a run of noise complaints, more students wanting to use VR equipment, particular assignments coming up, printing not working etc).

Privacy

JCU’s functions require the collection, creation, use and in some circumstances the disclosure of personal information about students, staff and other clients. The University is committed to protecting personal privacy and recognises that staff and students have a reasonable expectation that the University will protect and appropriately manage the personal information it holds about them (JCU, 2024). 

In the Library, this means:

• We do not access anyone's account without identification. This is a legal requirement.
  • Do not loan out any library resources to anyone unless they provide their student ID or other photo ID such as a driver's licence.
  • Borrower's are responsible for any loans on their account, including damage, loss or fines so it is important we do not loan anything out to anyone but the account holder
• We do not disclose any information about someone's Library account to anyone except the account holder.
  • This includes everything from personal details, fines etc to seemingly innocent information such as books that are currently borrowed on an account. 
  • This includes even a family member such as a spouse or parent making enquiries about an account.

For more information see JCU's Information Privacy Policy

Phone messages

• When at the front service points, library staff can pick up phone calls at any of the other two phones by pressing *08.
• If you are at a service point and see that there is a message left on the phone (the message button will be red), press the message button, wait for the voice, and then press 12121#.
• Respond to messages promptly.

Communication

• Ensure the Team Leader Library Experience has your current mobile phone number.
  • Staff phone numbers are entered in the Library Services desk phones
• Library Experience Assistants should report noise complaints to Librarians/Officers or the Team Leader so that they can talk with the students. It is important for student casual staff to maintain a good relationship with peers in the library.
• Participate in a shift handover so that incoming staff are aware of daily issues.
• Library Experience Assistants should communicate with Librarians/Officers when you need to go upstairs during your shift, and when you are working together to close the library.
• Wear your name badge when on shift so clients know you are staff.
• MS Teams
  • You will be added to the Library's MS Teams chat groups
  • The groups are private for Library staff, and information is shared in confidence.
  • Maintain a professional standard of communication on this space.

Furniture, equipment and facilities

You work in an amazing building with a rich history. Help us keep the building and its spaces looking clean, tidy and safe by:

• Complete the Library Furniture reset each day
• Pushing chairs in to desks
• Throwing scrap paper and rubbish in the bin
• Report cleaning and maintenance issues
• Remove old notices from the noticeboard, and remove posters from other surfaces
• Complete the seating audit at the end of each study period by the due date

Remember to always follow WH&S policies and procedures when carrying out these tasks.

Maintenance

Maintenance staff from external organisations are expected to:

• Contact Estates to get a swipe card for access to this building
• Contact the Team Leader Client Services when in the building to fix something
• Sign keys in and out in the key register if taking keys from our cabinet.
  • If maintenance staff ask for a key, refer them to a Client Services Librarian or the Team Leader who will get them to sign for the key.

Vital Statistics

• Most staff are required to collect accurate statistics on client interactions. Strategic statistical analysis will enable services to align with client needs
• Save the link to iPads and to staff computers.
• Some of your interactions will be captured with other systems (ALMA transactions, responding to client enquiries through LibAnswers, SMS financial transactions etc).
• Check out the Library Statistics guide online http://libguides.jcu.edu.au/staffstats.

Security

• Security provides mobile patrols through the library as well as stationing staff in the library in the evenings. The current Security Post Orders is available on Confluence. This document outlines Security Officers’ responsibilities while on duty for the Library.
• Security Officers are available to escort staff and clients to the carpark or colleges in the evening.
• The stationed Security officer is available to escort library staff to their cars after closing the library.
• Mobile duress alarms are located on the underside of the front desk service points.
• Contact details for JCU Security are listed online and saved in the library phone contacts

Security contact details:

Emergencies only

• From an external or mobile phone – dial 4781 5555 or 1800 675 559
• From an internal phone dial 15555

General enquiries

• From an external or a mobile phone – dial 4781 6000
• From an internal phone dial 16000.

Contact JCU Security Service by email to securitycontrol@jcu.edu.au

Report Security Incidents

Report all security incidents as early as possible to the Security Office or a Security Officer. Any emailed reports may be sent to security@jcu.edu.au. All reports remain confidential.

JCUSafe App

The JCUSafe App provides, in one location, information on the University's security and safety plans and resources. JCUSafe is an important tool to provide a safe environment for staff and students as well as meeting emergency response and critical incident obligations. Key features include:

• Emergency notification system and alert service for critical incident and other safety or emergency alerts
• Emergency contact information for JCU Security, Police and 24 hr crisis lines including 13YARN and 1800 RESPECT, Lifeline and more
• Current information on all COVID updates
• Easy access to either a physical or virtual security escort service on campus for staff and students
• Virtual Friend Walk location sharing with JCU Security or friends and family
• Suspicious activity or other incident reporting including sexual misconduct
• Chat capability where users can chat with the Security Control Room in real-time for assistance
• Emergency plans for a number of potential incidents and the University's lockdown, shelter-in-place and evacuation procedures
• Check-in and location sharing allowing users to quickly share their GPS location with the University, friends or family with the tap of a button
• Work Alone feature which will automatically check in on users while working or studying alone and can trigger a call to JCU Security, friends or family if you fail to check in at the pre-determined time
• Information on bullying, cyber abuse, sexual and personal assault as well as easy access to a range of campus supports including student and staff counselling services, peer support, AccessAbility services, Indigenous student services and international student support
• Interactive campus maps.

Download the JCUSafe app from the Apple Store or Google Play.