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Passport Agent

Salary: $15.41/hour DOQ
Posted: April 5 , 2024
Closes: April 22, 2024
FLSA Status: Part-time/Non-Exempt
Reports to: Passport Supervisor

About the Library

The City Library builds foundations for equity, connection and limitless possibility. We are active in our community and collaborate to address needs and realize aspirations. We connect people to information, resources, experiences, and each other. Our work sustains a vibrant Salt Lake City. Guided by a deep understanding of the aspirations, needs, and motivations of our customers, The City Library takes a human-centered approach to designing and delivering meaningful services, collections, resources, spaces, programs and events to all members of the community.

Library staff are highly engaged, purpose-driven, people-centered, and express a high level of satisfaction with their work. The City Library is an Equal Opportunity Employer and is committed to a diverse workforce.

Click here to learn more about what makes The City Library a great place to work and why Salt Lake City is a great place to call home.

About the Position

The Passport Agent’s essential role is executing passport applications and providing customer service assistance to passport applicants. Other tasks include completing daily transmittal forms, preparing applications for mailing and monitoring the status of the mailed applications until they are received by the Passport Center.

Primary Responsibilities

  • High quality customer service. Provides customer service assistance to library patrons. Responds to patron inquiries. Provides assistance and instructions. Interprets Library rules, policies and procedures to the public. Has the ability to serve a diverse population.
  • Working relationships. Fosters good working relationships with diverse people including staff, patrons, volunteers and vendors. Accepts assignments from supervisor, manager or other Library staff in a professional and timely manner.
  • Passport application execution. Staffs the public service passport office. Verifies identity and collects citizenship documents, relationship documents, and other requested materials from applicants.
  • Expert assistance. Provides information about the materials required for a successful passport application. Assists with renewals and other self-service passport forms. Advises applicants on required fees. Answers phone queries about passport applications. Takes passport application photographs.
  • Cash and payments. Accurately calculates and collects fees via check, as well as running credit card payments correctly and responsibly handling cash payments. Reconciles receipts and fills out revenue reports.
  • Daily maintenance. Updates signage, maintains records, tracks mail deliveries, and performs other tasks as assigned.
  • Technology use. Communicates clearly and effectively via email. Can use Google Suite to access shared files required for passport services. Completes regular training and quizzes online.
  • Annual Certification. Completes required passport agent training annually.
  • Committees and workgroups. May participate in committees or workgroups on activities outlined in the strategic goals.
  • Other duties. Performs other duties as assigned or required.

Minimum Qualifications

  • Two years of experience and skill in customer service or an equivalent combination of education and experience which demonstrates an aptitude or ability to perform the required tasks.
  • Required to pass the required training within the first two weeks of employment.
  • Must meet the conditions for passport agents required by the US Department of State:
    • At least 18 years of age
    • U.S. citizens or U.S. national
    • Not on parole or probation related to any federal, state, or local felony or misdemeanor related to breach of trust or moral turpitude (i.e. embezzlement, document fraud, drug offense, or dishonesty carrying out a responsibility involving public trust)
    • Not presently under indictment for any federal, state, or local felony or misdemeanor related to breach of trust or moral turpitude
    • Free of any federal, state, or local felony convictions or misdemeanor convictions related to breach of trust or moral turpitude
  • Ability to read and understand the English language at a level necessary for efficient job performance.
  • Ability to write clearly and legibly by hand.
  • Intermediate knowledge of operating a computer and programs
  • Strong interpersonal and communication skills.
  • Ability to work days, nights or weekends as scheduled.
  • Ability to maintain confidentiality of documents and information
  • Ability to stay calm under pressure
  • Ability to talk, listen and hear in a busy environment
  • If travel is required for library purposes must have transportation. If using personal vehicle must maintain state required insurance.

Preferred Qualifications

  • Spanish language and/or other non-English language skills.
  • Experience with passport services.

Working Environment

  • Work is performed in a busy Urban library environment.
  • The office can be very busy. Passport applicants are not required to have an appointment and are subject to waits that can be long. Staff must be able to handle the pressure of assisting a steady stream of applicants.
  • Subject to repetitive movement; standing, walking, bending, reaching and lifting of objects. May be subject to sitting or standing for long periods of time.

Schedule

  • Part-time, 18 hours per week. Includes evenings, and weekends.

Other Information

  • Completion of criminal background check will be required if the candidate is over eighteen (18) years of age.
  • The City Library participates in the federal Employment Eligibility Verification Program (E-Verify). Employment is contingent upon confirmation of your employment eligibility through the E-verify system.
  • The City Library is an Equal Opportunity Employer and is committed to a diverse workforce.

Compensation

  • Pay Grade 12; Starting Range $15.41/hour. Compensation is commensurate with experience.
  • This is a part-time position and includes excellent benefits such as vacation, sick leave, holiday pay, and public transit reimbursement.

How to Apply

  • Send an email with an attached résumé and cover letter (PDF or Word Document) indicating position title to the Human Resources Department at hrlib@slcpl.org.
  • Open until filled, preference will be given to candidates that apply by April 22, 2024

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