Library Chat Assistant - FWS

Working Title: Library Chat Assistant - FWS

State Role Title: Institutional Employment/Federal Work Study

Position Type: Federal Work Study

Position Status: Part-Time

FLSA Status: N/A

College/Division: JMU Libraries

Department: 100114 – Libraries, Student Employment

Pay Rate: Hourly

Specify Range or Amount: $12.41

Is this a JMU only position? N/A

Is this a grant-funded position? No

Is this a Conflict of Interest designated position? N/A

Beginning Review Date: 07/18/2025

About JMU:

Located in the heart of Virginia’s beautiful Shenandoah Valley, the city of Harrisonburg is approximately 120 miles from Washington, D.C. and Richmond, VA. With a population of just over 53,000, Harrisonburg is one of the most diverse communities in the Commonwealth of Virginia. JMU is a selective, public institution with a growing national reputation for offering experiences that lead to an outstanding education and inclusive environment for students, faculty and staff. The student body includes approximately 20,000 undergraduate and 1,900 graduate students, with over 1,000 full-time instructional faculty.

General Information:

JMU Libraries is hiring multiple students in the position of Library Chat Assistant to staff its virtual services desk! Available open positions are for the August 2025-May 2026 academic year. We are accepting applications for Federal Work Study (FWS) eligible students. We are seeking conscientious students who are excited about this valuable learning and working experience.

JMU Libraries welcomes candidates who can contribute to the rich mix of skills, voices, life and work experiences, cultures, and perspectives found in our university community (https://www.jmu.edu/academic-affairs/diversity/index.shtml).  Our mission is to engage with JMU's diverse communities in their creation and search for knowledge by providing academic resources, physical and virtual spaces, and educational and research services. Please visit the Libraries' website (https://www.lib.jmu.edu/guiding-statements/) to review our statements on aspirational culture, diversity, and other core values. 

Duties and Responsibilities:

Student workers in this role will join the Libraries team as a virtual services Chat Assistant and be expected to: answer the main phone line for JMU Libraries and provide quality customer service, staff the online live chat service located on the main JMU Libraries website, make accurate referrals to other library departments and/or staff as needed, make accurate referrals to outside library departments/staff as needed, provide basic troubleshooting for some online resources such as databases or software, and provide accurate general Libraries information to users such as library policies, hours, services, etc. Students in this role should have a working knowledge of how to navigate the JMU Libraries website, how to perform basic research within databases, how to use the JMU Libraries online catalog to find books, etc. And will be expected to actively participate in ongoing training.

Hours per week: Range from 5-10 per week

JMU Libraries Virtual Services operates Monday-Thursday 9 am-6 pm and Fridays 9 am-1 pm

Qualifications:

We are looking for candidates who are: comfortable speaking with users directly on the phone for either short or long durations of time, comfortable conveying large amounts of information either over the phone or via a real-time live chat service, capable of maintaining an excellent attitude throughout user interactions, able to commit to an environment that is free from all forms of discrimination, able communicate with supervisors and coworkers in a timely manner, and able to manage their schedule with regular on-time attendance.

Hired students in this role will work physically in person at Rose Library during designated virtual service operating hours.

Must be Federal Work Study Eligible.

Additional Posting Information:

Conditions of Employment:  

Students must be degree-seeking students, enrolled on at least a half-time basis (6 credits for undergraduate and 5 credits for graduate).

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

EEO Statement:

James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.

We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.

Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: (540) 568-6991.

Reasonable Accommodation:

If you are a student with a disability and need assistance please contact the Office of Disability Services at (540) 568-6705 or disability-svcs@jmu.edu. You may also visit the Office of Disability Services, located in the Student Success Center, Suite 1202 and they will be happy to assist you.