High stress levels from (a) increased activity at the Reference Desk, (b) increased patron use of user-friendly systems and OPAC's, (c) increased teaching responsibilities, (d) increased individual consultations, and (e) a need to increase evening Reference Desk coverage necessitated changes in staffing patterns. Current practice left little time for the other duties of each reference librarian. Hiring an additional full-time person was not financially feasible. Technical Services librarians and the Head of Circulation were already scheduled on the Reference Desk. As all professionals were already being utilized, other alternatives were considered. The Heads of Technical and Public Services implemented a two-pronged solution by (a) identifying and training appropriate unionized support staff, and (b) hiring an advanced Drexel University College of Information Studies student as an intern. Benefits accrued to patrons, librarians, support staff, and the intern. Use of support staff resulted in (a) job enrichment, (b) increased self esteem, (c) a heightened sense of what the Public Services staff did, and (d) credit for reducing stress levels. The intern received on-the-job training, decided to stay with medical librarianship, and ended up with a full-time reference position.
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