Access Services Specialist

Harvard Central Administration (CADM) Talent Acquisition; Cambridge (MA); On-site; USD 46,000 - 60,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Retirement plan

Wellbeing resources

Tuition assistance

Job summary

Harvard Library in Cambridge, MA, is seeking a full-time Access Services role for a 1-year term to support circulation, access, and public services across the Frances Loeb Library.

The position emphasizes supervising student staff, coordinating circulation, assisting with reference services, and managing course reserves and related access tasks. Strong customer service and collaboration are essential.

Qualifications

• Three+ years of library or related customer service experience.
• Supervisory/managerial experience preferred.
• Proficiency with Microsoft Office Suite.

Responsibilities

• Manage Access Services student employees and schedules.
• Oversee circulation activities and patron guidance.
• Assist with reference and information services using library systems.
• Oversee publications sales and related processes.
• Support data collection on service usage and access metrics.
• Collaborate with Loeb Library staff and departments.

Skills

Customer service

Microsoft Office

Supervisory experience

Recruiting and interviewing

Training and scheduling

De-escalation and communication

Library knowledge

Education

High school diploma or equivalent

College degree preferred

Tools

Ex Libris Alma

LibAnswers

Job description

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why Work at Harvard Library?

At Harvard Library, we are champions of curiosity. We aim to be global leaders in expanding world knowledge and intellectual exploration. We engage with our communities in the creation and sharing of new knowledge, connecting them with the vast collections that we curate and steward through collaborations around the world. At its core, our mission for nearly four centuries has been to advance the learning, research, and pursuit of truth that are at the heart of Harvard. Our efforts are motivated and powered by working collaboratively, embracing diverse perspectives, championing access, aiming for the extraordinary, and always leading with curiosity.

Job Description

• This is a 1-year term-limited position with potential for renewal**

Job Summary

Access Services actively supports the teaching and research mission of the Harvard Library by providing circulation, access and borrowing privileges, and other public services as well as operations such as the Harvard Depository, interlibrary loan, digital reserves, and collection management that facilitate virtual and physical access to information resources within and outside the University. Access Services staff members are expected to provide services at the highest level of patron satisfaction while utilizing best practices to meet patron needs. Additionally, Access Services staff members are committed to delivering high-quality customer service; timely access to collections; maintaining the integrity and security of library resources and materials; and accommodating user needs in accordance with the priorities and objectives of the Harvard Library.

Under direction, and in support of the mission of Harvard Library, the position-holder performs a combination of complex duties within Access Services to facilitate access to the Harvard Library collections while maintaining an earnest commitment to excellent service. Work is performed within broad parameters defined by general organizational requirements and established practices and precedents requiring an understanding of library-wide procedures.

This full-time one-year term position reports to the Access Services Librarian and Digital Reserves Manager & Strategist and is based in the Frances Loeb Library at the Harvard Graduate School of Design. In addition to working at the Design Library, the position-holder collaborates with other Access Services staff members to support Access Services functions across Harvard's libraries.

The position-holder may sometimes need to work evenings until 10 pm and on non-typical workdays to ensure coverage at service points at the beginning of the semester or at other times when coverage is needed.

Job-Specific Responsibilities

Duties And Responsibilities

• Primary areas of responsibility include managing student workers, overseeing circulation activities, and assisting with reference and information services. Additional areas may include oversight of GSD publications sales, stacks and collections maintenance, and resource sharing and course reserves services. The incumbent carries out work independently and may make operational decisions affecting the work unit; decisions with major implications are made in consultation with the manager.
• Other duties as assigned, consistent with the functions of the work unit and level of responsibilities of the role.

Student Workers

• Interviews and selects Access Services student employees.
• Develops and maintains the schedule for students working at the circulation desk.
• Performs all student training and plans work operations for student employees.
• Assists with student payroll and student payroll communications.

Circulation

• Checks items out to patrons and back in when returned, and reviews items for damage and completeness at the time of return.
• Works with patrons so they understand library policies, such as loan periods, overdue fines, and responsible use of items.
• Physically assists patrons in retrieving materials.

Information Services

• Provides basic reference help and instruction in HOLLIS and other resources commonly used in art and design research.
• Triages reference questions submitted online and in person, referring complex questions to specialized research staff per established protocols.
• Resolves Access Services tickets submitted through the LibAnswers query system.

Publications Sales

• Oversees retail sales of GSD publications, including confirming orders and payments and coordinating inventory information with the publications office.

Assessment, Security, and Stacks

• Collects data on how services, spaces, and collections are used, including gate counts, person counts, and transaction statistics.
• Assists in opening and closing the library, supporting security measures, and communicating and enforcing library policies.
• May assist in overseeing and performing collections maintenance and reshelving, serials binding preparation, shelf-reading, shifting collections, maintaining stacks labels and signage, and searching for missing and lost items.

Resource Sharing and Reserves

• Processes item deliveries from the interlibrary courier and requests going to other libraries, and helps patrons use Scan & Deliver, Borrow Direct, and Interlibrary Loan.
• May assist with course reserves by communicating with instructors, processing physical items for short-term loans, and creating, storing, and delivering digital content, including for studio abroad programs.

Collaboration

• Attends Loeb Library staff meetings and participates in communal library activities.
• Regularly communicates with the Research and Teaching, Collections, and Administrative Teams at the Frances Loeb Library.

Supervisory Responsibilities

Interviews, selects, trains, and schedules Access Services student employees; plans and distributes their work; and assists with student payroll.

Qualifications

Basic Qualifications

• High school diploma or equivalent education.
• Three or more years of previous library or related customer service experience.
• Proficiency with Microsoft Office Suite.

Additional Qualifications and Skills

• Prior experience in a supervisory, instructional, or managerial role preferred
• Demonstrated experience recruiting, interviewing, and selecting student or temporary employees
• Demonstrated experience training, scheduling, and distributing work to students or temporary employees
• Experience with an integrated library system (Ex Libris Alma preferred) and with query or ticketing platforms such as LibAnswers
• Academic library experience preferred
• College degree preferred
• Demonstrated ability to set expectations for student employees, monitor performance, and deliver constructive feedback
• Demonstrated ability to manage and de-escalate difficult interactions with patrons
• Demonstrated ability to exercise sound judgment and make operational decisions affecting a work unit, escalating when appropriate
• Demonstrated ability to troubleshoot and resolve routine service problems independently
• Excellent verbal and written communication skills
• Demonstrated ability to establish and maintain effective working relationships with colleagues and patrons
• Commitment to inclusive, respectful service and sensitivity to working in a diverse user environment

Additional Information

• Appointment End Date: 1 year from hire date
• Standard Hours/Schedule: 35 hours per week (Monday- Friday, 9:00 am- 5:00 pm)

Level of Flexibility

• Onsite position. The position will work onsite 9am to 5pm Monday through Friday, with potential adjustments to hours based on the academic calendar, departmental needs, holidays, inclement weather, and official University closings.
• Work location is responsive and subject to change based on business needs – can have multiple work locations. Requests for flexibility will be considered consistent with Harvard University flexwork policies.

Work Environment

• The work associated with this position is performed primarily in a library/office setting.
• May occasionally work in basements, attics, warehouses, or other storage areas when dealing with offsite or stored materials.
• May interact with collections that may contain dust, mold, or other contaminants.
• May need to travel locally between Harvard libraries and other campus locations.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.

• This position requires regularly lifting and moving loads weighing up to 40 pounds and pushing heavy library book trucks.
• This position requires bending, squatting, stretching, and climbing small step stools when needed to retrieve and shelve books.

Other Information

• This position has a 90-day orientation and review period.
• Pre-Employment screening required.

Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

Salary Grade Level 053. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.