State Library Victoria

Volunteer Greeters welcome and assist visitors in finding their way around the Library spaces and exhibitions, escort visitors to where they need to go, provide basic visitor information and refer questions to appropriate Library staff. 

Positioned in various front of house locations, Volunteer Greeters enhance the experience for Library visitors, supporting the work of front of house colleagues. 

Tasks and Responsibilities:

All volunteers are expected to:  

• Provide exceptional visitor experiences.  

• Be an ambassador for the Library.  

• Be aware of and behave in accordance with all relevant Library policies and procedures.  

• Confidently communicate and connect with people of all ages and backgrounds. 

• Encourage visitors to spend time in the Library, using a positive attitude to point out features of interest and provide advice on things to do in the time visitors have to spend in the Library.  

• Participate in forums for sharing improvement ideas, responding, rectifying problems and issues that arise in the workplace.   

• Maintain appropriate standards of conduct in line with the Victorian Public Sector Code of Conduct and in accordance with Library values and policies.

Greeters are expected to: 

• Provide a warm greeting to visitors as they enter, exit and move through the Library.  

• Proactively assist Library visitors to identify Library services, programs and the areas of the Library they can use for different purposes referring to Library staff where appropriate.  

• You may be required to personally escort visitors around the Library. 

• Learn and stay current with knowledge of Library spaces and basic visitor information, to maintain an effective level of competence as a Greeter, including active participation in ongoing training as required.  

• Participate in a regular roster (one 3-hour shift per fortnight, one 3-hour monthly minimum to remain in program). Shifts are typically scheduled for the morning or afternoon. 

Skills and Experience:

• Ability to demonstrate and display the Library’s values – innovation, collaboration, engagement, excellence and respect. 

• Willingness and capacity to uphold service standards as a representative of the Library. 

• A commitment to excellence in customer/visitor service, with the ability to listen, ask questions and communicate clearly and confidently with visitors and colleagues. 

• A passion for working in a cultural, tourism or customer/visitor service environment.  

• Confident interpersonal skills including the ability to communicate clearly with people from diverse backgrounds.  

• Ability to provide basic directions with confidence helping people to navigate complex spaces around the Library with sensitivity to spatial awareness and visitor needs. 

Benefits in undertaking this volunteer role:

• An environment built on values.  

• Structured induction including visitor service training that is designed to ensure that volunteers are comfortable with their surroundings, informed of procedures and protocol, and effectively introduced to the volunteer role.  

• Access to ongoing training, supervision, support and feedback to enhance skills and knowledge.  

• A safe and healthy working environment in accordance with all relevant occupational health and safety legislation and associated regulations.  

• Discounts at Library retail outlets including Mr Tulk Café and Readings Bookshop  

• The opportunity to become part of a strong community of volunteers and staff at one of Australia’s leading cultural institutions. 

Requirement:

State Library Victoria is a child safe organisation. If offered a volunteer role, a Working With Children Check (free of charge for Volunteer status) will need to be obtained before commencing. The Library also reserves the right to introduce police checks at a future date. Continued engagement as a Library Volunteer will be subject to a satisfactory police check in accordance with role requirements, laws, and Library policies applicable at that time. 

Recruitment:

Recruitment takes place annually or as needed. We will make an announcement to applicants when we intend to recruit. 

Contact Details:

Please apply for this role here.

Please direct any questions about the application process to Volunteer Program Officer, Lisa Neamati, volunteer@slv.vic.gov.au.

Training:

Induction and training will be provided. Dates will be communicated to successful applicants accordingly.