Library Instructor

City of Takoma Park, MD Class Specification

CLASS TITLE: Library Instructor
REPORTS TO: Library Manager
DATE: 04/2009
PDF Download Available PDF icon with link


Responsible for providing instructional assistance to the public in the use of public computers including software instruction and basic hardware upkeep. Enforces library rules to patrons of the public computer rooms.


Customer Service

Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.


Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.

Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.

Job Knowledge

Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.



Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Computer Skills

Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity. Makes good use of web tools and on-line resources, can implement and manage web projects.

Decision Making/Judgment

Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others. Knows when to notify and/or involve the department head or the City Manager prior to making a decision.

Personal Organization

Keeps information organized and accessible, maintains clean/functional work space, works systematically/efficiently, manages time well.


Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.


Monitors and provides direct one-on-one assistance to users in the computer rooms.

Provides instruction to groups of students.

Collaborates in the development of policies for lab use, and/ or procedures for their implementation.

Writes additional self-help documentation for users.

Learns and then teaches others, both staff and public, various features of the systems as they are modified and implemented.

Monitors incoming and outgoing traffic of the two public computer rooms while on duty.

Monitors the use of computer lab resources and equipment.

Maintains and coordinates schedules for the two rooms.

Helps to maintain an inventory of all lab equipment in the two rooms.

Maintains materials that are needed to run the lab (consumables).

Is responsible for security of the two public computer rooms and their components.

Performs equipment troubleshooting and communicates equipment problems to the vendor and to the Library Coordinator.

Assists in the installation, configuration and replacement of hardware for the lab.


Gives tours of the library to new users of the facilities.

Maintains and upgrades professional knowledge, skills, and development by attending seminars and training programs and reading trade and professional journals and publications.

Performs other related duties as assigned.


  • Computer
  • General Office Equipment


Education and Experience

Associates degree from an accredited two-year college or technical school; and

One to two years of progressively responsible experience including experience working with the public; or

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Licenses and Certifications

None Required.


Knowledge of:

Working knowledge of computers, peripherals and Internet protocols, including techniques used by non-English speakers.

Some knowledge of Linux and Windows operating systems. Mac experience is desirable.

Knowledge of instructional methods.

All computer applications and hardware related to performance of the essential functions of the job.

Skill in:

Using tact, discretion, initiative and independent judgment within established guidelines.

Communicating orally with internal staff, citizens, and other departmental staff in order to give and receive information in a courteous manner.

Working well with public computer users of all ages and skill levels.

Teaching individuals and groups.

Organizing multiple tasks and to prioritize work, under general guidance from an off-site supervisor.

Working under pressure.

Working with users who employ a variety of languages.

Constructing spreadsheets and word processing documents.

Mental and Physical Abilities

Ability to deal with problems involving several concrete variables in standardized situations.

Ability to logically troubleshoot hardware, software and user problems.

While performing the essential functions of this job the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; speak and hear; bend body downward and forward, requiring full use of the lower extremities and back muscles; lift and/or move up to 10 pounds.

Working Conditions

Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust.

Exposure to electromagnetic radiation, ozone, and laser light.

May work weekday, evening and weekend hours.

file: Library Instructor

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.