Public Services Manager

Stony Plain Public Library; Edmonton; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Extended health and dental coverage

One week of management paid time-in-l-

Sick leave

LAPP participation

Professional development opportunities

Job summary

Stony Plain Public Library is seeking a Public Services Manager to lead a team of five permanent and six casual staff, overseeing scheduling and performance management at the front desk and across the library. The role requires experience scheduling varied shifts, delivering outstanding customer service, and training staff in reference services and digital resources.

Reporting to the Deputy Director, this position is a key member of the leadership team, with responsibilities including training

Qualifications

• MIS/MLIS from an ALA-accredited program, LIT diploma, or undergraduate degree.
• Must be able to lift up to 50 lbs and perform physical duties as needed.
• Minimum three years library experience with two years supervisory/scheduling responsibilities.

Responsibilities

• Provide and model excellent customer service to library patrons.
• Effectively schedule staff and assign tasks to library assistants.
• Recruit, coach, mentor, and train staff for reference services and reader's advisory.
• Train staff to use the ILS (Polaris Leap) for account and circulation functions.
• Develop and implement process/workflow improvements.
• Manage staff training on library policy and procedures.
• Resolve customer service issues escalated to management.
• Monitor safety, security and cleanliness of the library space.
• Evaluate and supervise performance management of public service staff.
• Communicate policy, staffing models, and budget needs to Director.

Skills

Staff scheduling

Customer service

Training & supervision

Change management

Coaching staff

Education

MIS/MLIS (ALA), LIT diploma or undergrad degree

Tools

Polaris Leap

Microsoft Office

Job description

The Public Services Manager is a leader who models excellence in library customer service. Leading a team of five permanent and six casual library assistants, the Public Services Manager is responsible for scheduling and performance management of front-desk staff, as well as providing customer service on desk and throughout the library. The ideal candidate will have experience scheduling staff with varying shifts, providing customer service in a library setting, and training and performance managing library staff. This position reports to the Deputy Director and is a key member of the leadership team.

Employment Terms:

• This is a permanent full-time position at 35 hours per week
• Salary range is $65,000 - $75,000 based upon the successful candidate’s qualifications and relevant experience
• Extended health and dental coverage
• One week of management paid time-in-lieu
• Sick leave
• Participation in the Local Authorities Pension Plan (LAPP)
• Professional development opportunities are supported and encouraged

Duties and Responsibilities:

• Providing and modeling excellent customer service to library patrons.
• Effectively scheduling staff and assigning tasks to library assistants.
• Recruiting, coaching, mentoring, and training staff to provide reference services, informed referrals, reader’s advisory and assistance in using technology and digital resources.
• Training staff to use the ILS to perform account and circulation functions.
• Creating, assessing and implementing improvements to procedures and workflows.
• Training staff in library policy and procedure.
• Resolving customer service issues escalated to management.
• Monitoring the safety, security and cleanliness of the library space.
• Evaluating, supervising and conducting performance management of public service staff.
• Communicating to the Director potential policy adjustments, staffing models, and budgetary needs based on service trends.
• Working with patrons and colleagues in a manner that supports the vision, mission and values of SPPL.
• A commitment to upholding the Canadian Federation of Library Associations’ position statements on Intellectual Freedom and Diversity and Inclusion.

Minimum Qualifications:

• An MIS/MLIS from an ALA accredited program, LIT diploma, or undergraduate degree.
• Must be able to lift, push and pull library materials, bins and carts up to 50 lbs.
• Must be able to bend or crouch to shelve materials.
• Must be able to walk or stand for up to four hours at a time.

Required Experience, Knowledge and Skills:

• A minimum of three years’ work experience in a library.
• A minimum of two years' experience in a position with supervisory responsibilities, including scheduling and performance management. This could include supervising practicum students, summer workers or student staff.
• Customer service experience in a public library setting.
• Superior proficiency with account and circulation functions in an Integrated Library System (Polaris Leap preferred).
• Proficiency with Microsoft Office, web-based services, and other applications.
• Knowledge of library resources (physical and digital).
• Experience in training, supervising and performance management of staff.
• Experience in change management, analytical problem solving and coaching staff is preferred.

Conditions of Employment:

• Must be eligible to work in Canada.
• Completion of a satisfactory Vulnerable Sector Check.