Today we are celebrating “Library Workers Day” as part of National Library Week and giving you a look behind-the-scenes. At the Orange County Library System, Questline staff are the friendly voice on the other end of the phone and chat screen, helping customers connect to everything the library offers. As OCLS’s call center and customer support hub, Questline connects thousands of customers each year to the resources, services, and programs the library offers.
Questline serves as the first point of contact for questions about library cards, hours, locations, events, digital resources, research tools, social worker information, and more. The team also assists with account support, including placing holds, resetting PINs, renewing cards, and managing pickup requests.
Beyond everyday questions, Questline manages appointments and reservations for meeting rooms, classes, passport services, social worker appointments, and other specialized services. They also provide guidance for digital platforms such as Libby, Hoopla, and Freegal, ensuring customers can use library technology confidently. They also support the Talking Books Services program, keeping resources accessible to everyone.
Their work is crucial to smooth library operations, including handling calls, emails, chats, home delivery requests, multilingual support and essential administrative tasks. The team also processes Suggest-A-Title forms, submits extended reference requests and handles Lost and Found inquiries.
More than a call center, Questline is the bridge between the library and the community; Questline is the voice that connects.
To contact Questline, call 407.835.7323 or visit our Contact Us page to chat or email a question.
