Title: Library Technology Service Specialist (Part-Time) Salary $1,693.23 - $1,847.37 Biweekly Location Houston, TX Job Type Part Time Job Number 38726 Department Houston Public Library Division HPL - DIGITAL STRATEGIES Job Description: Reporting Location: Various Division: Digital Strategies Section: TECHLink Workdays & Hours: Monday - Saturday 8:00 am - 8:00 pm* (varies) *Subject to change DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS The Houston Public Library seeks an energetic, customer service-oriented individual to provide quality customer service and technology-focused instruction to adverse customer base for TECHLink. TECHLink locations are technology centers and make spaces that provide access to state-of-the-art equipment for content creation and building new skills. Successful candidates will have a love of technology and a desire to share it with others, enjoy working with a diverse population, and interacting with customers of all ages. The Part Time Library Technology Service Specialist will: - Perform training and give assistance to customers on using a variety of devices and technologies including multimedia and makerspaces. - Assist customers with registering for equipment use and workshops. - Interact with customers to determine how TECHLink might serve their needs. - Gather or collect information to generate reports, activity logs, etc. - ProcessdataentryactivitiestoupdateandverifyTECHLinkcustomerrecords. - Promote and assist with innovative library services and programming. - Trouble shoot and resolve moderately complex problems, complaints and/or requests. - Assist with deploying and configuring various software, technologies and equipment. - Conduct outreaches to promote technologies and services offered at community and library events. - Work evening and weekend (Saturday and/or Sunday) hours as needed to ensure adequate coverage for service operations, - Perform other duties as assigned. WORKING CONDITIONS Position requires stooping and bending; lifting of library up to 20 pounds. Must be able to move freely. throughout the work space. Moderate analytic ability is required in applying guidelines, policies, and in adapting standard methods to fit facts and conditions. Must be able to effectively communicate orally and in writing. MINIMUM REQUIREMENTS EDUCATION REQUIREMENT Requires a high school diploma or a GED. EXPERIENCE REQUIREMENT Requires two (2) years customer service experience working in an environment involving various user focused technologies. LICENSE REQUIREMENTS None PREFERENCES **Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.** PREFERENCES - Proficient computer skills working with both hardware and software. - Proficiency in Microsoft Office and Web2 Technology. - Experience with user focused technologies including 3-D Printing, Embroidery machines, laser cutters, Video/music production, and digital artistry. - Experience working with people of diverse backgrounds. - Ability to communicate effectively orally and in writing. - Strong interpersonal skills and the ability to collaborate with others. - Experience working with children and families. - To better serve our diverse communities, fluency in a foreign language is highly preferred. GENERAL INFORMATION SELECTION / SKILLS TESTS REQUIRED Selected interview candidates will be instructed to provide a brief visual presentation. Department may administer skills assessment test. SAFETY IMPACT POSITION If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test. SALARY INFORMATION Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification. PAY GRADE: 13

• Build vital systems relationships to sustain training infrastructure, motivate provider • Oversee the selection and onboarding of provider agencies for PCIT training. • Develop and maintain implementation plans. • Ensure compliance with all state requirements and project procedures. • Provide necessary documentation and data for required reporting. • Support PCIT International in tracking training activities and fidelity monitoring. • Facilitate accessibility of training. • Assist with database development and reporting as needed. • Collaborate with PCIT International to manage timelines and deliverables. • Participate in project management meetings.

• Own technical sales engagements from discovery through close • Deliver tailored, high-impact demos focused on business outcomes • Translate customer workflows into Federato configurations — including quoting, rating, endorsements, and portfolio optimization • Lead RFP and security questionnaire completion in collaboration with Product and Security teams • Build and maintain reusable demo environments reflecting target customer segments • Develop onboarding materials, configuration libraries, and example rating logic • Partner with the Manager, Pre-Sales and Product Marketing to refine messaging frameworks and technical collateral • Co-define and continuously improve the pre-sales lifecycle (discovery, solutioning, handoffs, etc.) • Contribute to shared team assets like: Discovery playbooks, Configuration scopes and success criteria templates, Demo setup guides and walkthroughs • Collaborate with Product and Engineering to align roadmap with customer pain points • Surface recurring objections and product gaps with clarity and context • Provide post-sale context to Implementation & Customer Success

Role Description Provides service to patients and providers during inbound and outbound phone calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance. Schedules patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions. Key Responsibilities - Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call. - Ensures accuracy in answering questions and assisting customer with requests to meet their needs. - Captures customer information and document using messaging system to clinic staff and/or providers. - Schedules appointments in electronic systems using guidelines for area/department including prioritizing patients' health problems according to their urgency, educating/advising patients and making safe, effective decisions. - Provides information to customer regarding appointment location, process steps, parking, etc. - The responsibilities listed are a general overview of the position and additional duties may be assigned. Technical Capabilities - Customer Service (Fundamental Awareness): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs. - Patient Scheduling (Fundamental Awareness): The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic. - Call Center Telephone Etiquette (Fundamental Awareness): Able to handle patient or provider calls and contribute positively to the call center working environment. Demonstrates good manners, decorum and appropriate protocols. Avoids and neutralizes conflicts and handles difficult callers in a positive and professional way. - Patient Satisfaction (Fundamental Awareness): Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience for the patient with every call. This position also has direct effect on ease of scheduling appointment and ease of getting clinic on the phone. Core Accountabilities - Organizational Impact: Performs clearly defined tasks and methods described in detail to achieve standardized solutions that impact own performance with regular guidance. - Problem Solving/ Complexity of work: Follows a well established process to solve routine problems where solutions are clearly prescribed. - Breadth of Knowledge: Has basic job knowledge of systems and procedures that are common to own job. - Team Interaction: Individually contributes to the team. Core Capabilities - Delivering Excellent Services: Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service. - Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner. - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support. - Ensuring High Quality: Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. - Ensures Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools or systems and displays willingness to go above and beyond. - Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department. - Managing Resources Effectively: Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. - Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. - Fostering Innovation: Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. - Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work. Qualifications - 1 year of relevant work experience. - High School Diploma or GED. Benefits This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth. Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.