# Critical Elements for ***System Librarian - 1410***

### Reference Services

> Helps to meet the biomedical information needs of US health
> professionals, scientists, and the general public. As appropriate
> performs the following tasks in the manner described below \[***select
> all that apply to the employee's duties and responsibilities***\]:

-   Informative, clear and concise responses are routinely prepared for
    inquiries referred by the Customer Services staff to respond to
    complex patron requests for health information.  Responses are
    normally provided within 4 days of receipt of request by using the
    Library's electronic health resources, print materials, and
    resources to help users obtain quality health information.

-   Onsite reference service is provided for the patrons in the
    Library\'s Reading Room. Patrons are helped to identify, select and
    use materials from the collection promptly and accurately.

-   A record is maintained of each telephone reference transaction,
    email, U.S. postal mail and faxed inquiry using the Customer Service
    software implemented by the Library.

-   Annual reviews are performed of the Reading Room collection, which
    are generally completed according to established standards regarding
    content and currency.

-   Bi-annual reviews of consumer health information on the Web are
    performed according to established standards regarding content,
    currency and authenticity.

### Customer Service

> Provides product support services and/or referrals to appropriate
> department for appropriate databases, publications and policies. As
> appropriate performs the following tasks in the manner described below
> \[***select all that apply to the employee's duties and
> responsibilities***\]:

-   Expert biomedical search strategy assistance is provided to health
    professionals, librarians and the general public in locating
    biomedical literature.  Consistent with Librarian\'s grade,
    Librarian\'s search strategies are infrequently modified by
    supervisor in a significant way.

-   Instruction is provided to users onsite and offsite of library
    databases that is usually timely and accurate and refers more
    detailed product inquiries to other library departments.

-   Guidance is provided to patrons on-site and offsite on locating
    information about Library policies, training documentation and
    instructional information.  Consistent with Librarian\'s grade,
    guidance given to patrons and other clients is usually timely and
    thorough and meets users' needs.

-   Public FAQ's, stock replies and other Library informational Web
    pages are created and reviewed by developing content that is
    frequently helpful and meets users' needs/requirements.

### Special Projects

> Performs special projects or assignments designated by supervisor.
> Effectively works with others to accomplish project or assignment
> goals.  Assists in achieving administrative efficiencies as described
> in "One HHS" 20 Department-wide Objectives.  Appropriately represents
> the Section/Branch at meetings and reports on activities.  Regularly
> communicates with Section Management, and, as fitting, Division
> Management.  As appropriate performs the following tasks in the manner
> described below \[*select all that apply to the employee's duties and
> responsibilities*\]:

-   Accurate and useful testing, feedback and product support is
    routinely provided for Library products.

-   Special requests for information from senior Library, NIH and DHHS
    administrative staff are responded to promptly and products are
    consistently useful and well-received.

-   Publicly available search strategies created by Reference and Web
    Services are reviewed and updated. Updates are typically accurate
    and completed within established deadlines.

-   Plain language expertise is provided to Section and other areas of
    the Library for FAQ's, stock replies and other Library informational
    Web pages.  The content is modified so the context is clear as it
    relates to specific Library products, services and policies.
    Requests are usually completed within established deadlines.

-   New customer service methodologies and/or software are researched
    and evaluated. New methods and/or product information and market
    availability are analyzed to make recommendations that are
    technically sound and take into account the needs of customer
    services. At the request of supervisor and other management staff
    members, reports are created that meet management's needs.

### Computer Support Coordinator (CSC) Tasks 

> Has primary responsibility for day-to-day support of specific PC-based
> and networked software packages. As appropriate performs the following
> tasks in the manner described below \[*select all that apply to the
> employee's duties and responsibilities*\]:

-   The urgency of requests for assistance are appropriately evaluated,
    and responses are usually provided to urgent needs within 1-2 hours.
    Less urgent problems are usually addressed within 2-3 days.

-   New users are provided with basic orientation and instruction in the
    use of computer systems needed to perform their duties within two
    days of their Entrance on Duty (EOD) date.

-   End user training and training provided by Desktop Services are
    supplemented as needed.

-   Hardware and software upgrades and installations are coordinated.
    Unresolved problems are consistently referred to appropriate systems
    resources within two days of request. Problems are followed to
    conclusion.

-   User\'s problems are usually solved and installations and other
    routine tasks are referred to appropriate area within 2-3 days of
    request. Problems are followed to conclusion.

-   Upgraded and new systems are planned for as appropriate (hardware,
    software, peripherals). Collaborating with Desktop Services,
    new/cascaded systems are installed appropriately recognizing
    potential impact on users and keeping them informed.

-   Assistance is provided to the Property Custodian with managing
    computer equipment inventory. The Property Custodian is provided
    with consistently accurate information about the equipment and to
    whom it has been assigned within two weeks of equipment being
    delivered, declared surplus or reassigned.

-   Monthly CSC Group Meetings are usually attended to keep apprised of
    the latest developments within the Library and NIH community
    computing environment and provides feedback to supervisor that is
    helpful and timely.

### Procurement/acquisitions management

> As appropriate performs the following tasks in the manner described
> below \[*select all that apply to the employee's duties and
> responsibilities*\]:

-   Provides appropriate information to vendor and other appropriate
    personnel as needed to provide feedback on deliverables. Vendors are
    informed of pertinent rule and system changes and the appropriate
    documentation is provided within two weeks of changes.

-   Training is planned for and provided to the contractor personnel as
    needed.

-   Contract deliverables are monitored and appropriate records are kept
    which are accurate and complete 85 to 90 percent of time. Invoices
    are normally approved within one week of receipt. When it is
    recognized that the quality or quantity of a contractor's work drops
    below the acceptable level as stipulated by the contract,
    appropriate action is taken promptly or the supervisor is alerted so
    appropriate action may be taken.