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Level of Service Catalogue 2019-20
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ACTIVITY SERVICE LEVEL TARGET
Library Operations
[includes activities such as WHS inspections for static & mobile libraries, building maintenance, volunteer
coordination, contract management
Cyclic inspections WHS inspections (static & mobile) 3 times per annum
Scheduled activities Fire Services Monthly
Friends of Noosaville Library meetings Monthly
Friends of Mill Place meetings Monthly
E-newsletter Monthly
Planned Building maintenance - As required, Subject to work area response time
work order requests to relevant Council dept. frames.
Cleaning (managed by Library) 3 year contract
Pest Control - All branches 6 monthly
Security - Managed Council contracts with Nightly.
Naskam (Alarms and CCTV) and Complex
(random patrols)
Air conditioning service - Managed Council Monthly.
contract
BMS service - Managed Council contract Quarterly.
Wallace Park Precinct meetings ((incl. Noosa Quarterly.
Leisure Centre, Noosa Community Support,
Endeavour, Meals on Wheels, Wallace
House, Environment Centre, Bridge Club)
Libraries Customer Service - Coordination, Opening hours.
provision and delivery of front line customer
service – in person, online and by phone
Reactive activities Reactive building maintenance - As required, Subject to work area response time
work order requests to relevant Council dept. frames.
Volunteer coordination includes applications, Generally initial application and phone
assessment and inductions for Friends of contact processed within five business
Noosa Library, Friends of Mill Place to days.
undertake volunteering activities in service
areas of Home Service program, Adult Full process may take up to 8-12 weeks
Literacy, Technology tutorials, Reader’s (involves face-to-face meeting,
Group, Genealogy, Local Studies & Heritage. assessment, application for Blue Card
to be completed and received from
Govt, induction and introduction to
volunteer activity).
General enquiries/complaints (in person, by No defined service level – response
phone or online) generally provided within 2 business
days (subject to complexity of issue)
SERVICE DELIVERY MODEL
Noosa Library Service has four branches operating as a networked library service; two static branches at hinterland
and coastal locations, a mobile branch servicing remote and fringe areas of Noosa Shire and an 24/7 online branch.
Staff have multi-faceted roles working across customer service, programming and collections. Collection procurement
balanced between staff selection and outsourced processing. Services and programming supported by external
resourcing such as grants, sponsorship and volunteers.
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