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 usually planned one month in advance, and the following week's schedules are emailed to you on Wednesdays. 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. Please also notify Christia Heath of any changes to the roster so that she can update this.

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. 

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). The JCU Student code of conduct further outlines expectations for student behaviour. The Library Use Policy outlines the terms and conditions under which Library facilities and resources may be used.

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 health condition

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 Cairns 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 white board materials/calculators, particular assignments coming up, printing not working etc.).

Teams

The main channel for communication amongst staff, especially between Townsville and Cairns, is Teams. Use this to contact individual staff members and also to share information with the wider library team (such as when you discover a solution that will assist your colleagues, or you need to alert everyone to an issue). Remember though that work tasks and requests (such as referring a student to a colleague for further assistance) are usually completed in LibApps, which is better equipped to capture statistics and track the history of an issue or query.

• The Library Daily is an all of library chat channel that staff can use to communicate timely information to all library staff in Cairns, Townsville and remote work locations.
• Cairns Campus Library Team is a channel for timely, Cairns specific information and the exchange of cute animal GIFs.
• Maintain a professional standard of communication (text and photos) in this space. Please keep all pun related communication to a minimum, as this sets off our resident pun addict/dad joke aficionado, and he is extremely difficult to rein in.
• General alerts are posted on these channels.

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.

Other communication

• Ensure the Team Leader Library Experience has your current mobile phone number.
  • Staff phone numbers are in the black communications diary, as well as other useful contacts and login details.
• 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.

Furniture, equipment and facilities

Help us keep the building and its spaces looking clean, tidy and safe by:

• Pushing chairs in to desks and making sure computer chairs are not left in rooms etc.
• Throwing scrap paper and rubbish in the bin
• Reporting cleaning and maintenance issues
• Removing old notices from the noticeboard, and 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 Library Experience 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 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. 
• Campus Safety Officers are available to escort staff and clients to the carpark or to other areas on campus in the evening.
• The stationed Campus Safety 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 (See the photo below).
• 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 cairnssecurity@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.