Customer Service Charter & Service Levels

The Stanton Library Customer Service Charter outlines our commitment to you. We welcome any suggestions or feedback you may have, to assist us in improving our services.

 

Our commitment to you

  • to be friendly, professional and polite

  • actively listen and show empathy

  • treat you with courtesy, fairness and respect

  • provide consistent, timely and accurate information

  • guide you in accessing library services and collections

  • aim to resolve your matter promptly and keep you updated along the way

  • respect your privacy and treat your personal information with sensitivity and confidentiality

  • provide a safe, accessible and inclusive public space where everyone is welcome

  • to be skilled in helping you use and interpret information technology resources in the library

  • to look out for opportunities to share our expertise and technical knowledge with you

  • to provide opportunities for you to share your knowledge and skills with us to improve services, collections and programs.

 

Our service levels

 

Stanton Library Customer Service desk

  • Open 69 hours a week; staffed 7 days a week; only closed public holidays.
  • Phone calls answered promptly
  • Email enquires acknowledged within 24 hours
  • Reader’s Advisory service
  • JP service

Collections

  • Stanton Library is part of the Shorelink library network which links the five Lower North Shore Council Libraries of Lane Cove, Manly, Mosman, Stanton (North Sydney) and Willoughby. Borrowers can use their Shorelink card at any Shorelink library and have access to a combined collection of over 807,500 items.
  • Stanton Library has a collection of over 165,000 items in different formats including books, DVDs, music CDs, magazines, audiobooks and kits.
  • New items with reservations will be available for collection within 3 working days.
  • Customer purchase suggestions actioned within 3 working days.

Online resources and services

  • Library catalogue for searching and reserving items
  • Access to over 40 databases
  • eResources (eBooks, eAudiobooks, eMagazines, eComics - all purchased with Shorelink libraries)
  • Podcasts

Children & Youth Services

A dedicated Children & Youth Services floor with a Help Desk staffed every afternoon 5 days a week (excepting school holidays). Specialised staff on hand to help.

  • 2 Public Story time and 2 Baby Rhymetime sessions a week
  • Weekly Toddler Rhymetime session
  • School holiday program: A wide variety of free activities with a mixture of in-house and hired performers/events.
  • An annual young writers’ competition (Nan Manefield Award)
  • Summer reading program
  • Regular events and activities

Public programs and events

  • A range of author talks
  • Monthly 'Get Creative' sessions for all ages (evening or weekends)
  • User education sessions
  • Creative Minds in Conversation series
  • Science Engagement series
  • Regular events, activities

Library groups

  • Philosophy discussion groups
  • Book groups
  • Writers group
  • ESL Book group
  • Knitting group
  • Books to Movies group
  • Scrabble group

Home Library Service

  • Deliveries to Aged Care facilities & housebound individuals
  • Personalised attention with a team of library staff and 8 volunteers
  • Digital tablet devices for loan that are loaded with eBooks and eAudiobooks and support provided in using this technology.

Heritage Centre and Help Desk

  • Heritage Centre open 69 hours a week; 7 days a week for access to exhibitions, open access monographs and micro-film resources. Access to closed collection and staff assistance 1-5pm Monday to Saturday. The Centre is only closed public holidays.

Museums and St Thomas Rest Park

  • Don Bank Cottage Museum and Sextons Cottage Museum open two afternoons each week. Don Bank available for community group hire.
  • St Thomas Rest Park open every day with interpretative signage explaining former cemetery. Headstones searchable online.
  • Tours for School groups can be booked for St Thomas Rest Park and Don Bank Museum

Local history research and Information services

  • Aim to satisfy 80% of complex local history queries within 14 days
  • Council historian and specialist local history staff to answer queries from local residents and heritage professionals.
  • Family history Help Desk: First three Fridays of each month. Free one-on-one assistance by library staff and volunteers.
  • Collection databases of objects and images including architectural plans 1929-1949.
  • An award winning online architectural database: At Home in North Sydney.
  • Regular free guided walks around the local area as well as guided ferry tours.
  • Self-guided walking tour notes available for download