Support Staff Take an Essential Role in Research Services

The profound transformation of medical libraries over the last twenty years reflects the advancements in medical education and health care delivery, increased expectations of users, and accelerated evolution of technology. The Harvey Cushing/John Hay Whitney Medical Library (CWML) used this opportunity to rethink how staffing could be redeployed to accommodate these new developments. After assessing processes, workflows, and individual responsibilities, library administration devised a novel team approach that would allow clerical & technical (C&T) staff to work across departmental lines to provide a broader variety of in-depth and frontline services. This paper will share how the C&T staff at the CWML developed a broader skill set, while providing library services to users in the rapidly changing field of medical education and health care services.