Community Support & Safety Specialist

City of Grand Rapids, MI; Grand Rapids (MI); On-site; USD 38,000 - 54,000; Full time

Job summary

Grand Rapids Public Library is seeking a full-time Community Safety & Support role to assist patrons, staff, and partners while connecting vulnerable individuals to resources. The position involves investigating incident data, de-escalating conflicts, and acting as Supervisor in Charge when needed.

Travel across GRPL locations is required; the role emphasizes safety, collaboration with community providers, and proactive outreach to support services and housing, food access, health, and mental

Qualifications

• High school diploma or GED required.
• Valid driver license and vehicle insurance; own transportation to GRPL locations.
• Preferred: Bachelor’s degree and experience in human services or related fields.

Responsibilities

• Investigates, processes, and tracks data from Incident Reports and Monitoring Logs.
• De-escalates situations and facilitates resource connections with patrons.
• Serves as Supervisor in Charge for the library system as needed.
• Travel between eight GRPL locations to fulfill duties.
• Provide professional customer service and maintain records and reports.
• Coordinate with staff and community partners to connect patrons with resources.

Skills

De-escalation techniques

Customer service

Data entry

Investigation

Communication

Safety management

Travel between branches

Education

High school diploma / GED

Bachelor's degree preferred

Tools

Microsoft Office

Report generation

Data entry software

Job description

This full-time position is a support role working with the Community Support & Safety Department at Grand Rapids Public Library. This position works closely with GRPL patrons, Grand Rapids community service providers, GRPL staff, and security personnel to help vulnerable patrons connect to needed resources.

A key function of this position includes investigating, processing, and tracking data around Incident Reports and Monitoring Logs. This includes security footage review, conversations with staff, and discussing situational next steps with management. This position also de-escalates situations and facilitates resource connections with patrons. This role has duties related to patron and staff safety and security, including regularly serving as Supervisor in Charge for the library system.

Work is performed under the general direction of the Community Services Manager. This position requires the ability to travel to all 8 GRPL locations in the performance of some duties.

This position is regularly scheduled at the Main Library:

• Monday 9:00 am - 6:00 pm
• Tuesday 12:00 - 9:00 pm
• Wednesday 9:00 am - 6:00 pm
• Thursday 9:00 am - 6:00 pm
• Alternating Friday/Saturday 9:00 am - 6:00 pm

Core Competencies

De-escalation & Safety Management

• Builds rapport and trust with patrons and community members when representing GRPL.
• Applies de-escalation techniques to handle challenging interactions and resolves conflicts calmly.
• Effectively communicates with staff and patrons during and after escalated situations.
• Investigates and researches Incident Reports and Monitoring Logs and completes the associated clerical tasks accurately.
• Exercises sound judgment as Supervisor in Charge.
• Contributes to the planning and rollout of library safety and security infrastructure and manages inventory of safety supplies.
• Assists with training staff and coordinating staff training opportunities.

Resource Navigation & Community Outreach

• Connects community members and vulnerable patrons to appropriate internal and external resources both on and off site.
• Researches, develops, and maintains networks of community-based support services in partnership with the Library Resource Navigator.

Customer Service & Operations

• Provides professional, friendly service to library patrons and coworkers in-person, over the phone, and in writing in a manner that meets GRPL expectations around customer service.
• Handles circulation tasks, issues library cards, and resolves account issues with clear communication.
• Manages administrative workflows, data entry, and report generation independently.

Required Qualifications

• High school diploma or a GED
• Possession of a valid driver license and vehicle insurance, as well as the ability to provide own transportation to GRPL locations and community meeting locations

Preferred Qualifications

• Bachelors degree
• 2 years experience in human services or social work settings
• Experience providing resource navigation services, working with people experiencing mental health crises, and safely de-escalating aggravated situations
• Ability to communicate effectively in Spanish

Ability to:

• Provide consistently friendly, accurate, and efficient service to GRPL patrons and staff; ability to make independent and reliable decisions related to patron experience.
• Communicate professionally with diverse groups both verbally and in writing.
• Provide and model engaging and consistent customer service.
• Keep up-to-date on GRPL policies, procedures, and documentation as they relate to job functions.
• Follow library policies and procedures as well as state laws governing library services, specifically those laws dealing with the confidentiality of patron records and any other private information conveyed; capacity to learn and apply library procedures, principles, and methods.
• Set priorities and meet deadlines; adaptability and judgment to reprioritize as needed.
• Perform standardized processes; ability to follow procedures in processing forms and other communication.
• Understand systems and maintain an organized and effective work process; flexibility to review and improve upon processes as they become dated or new information becomes available.
• Prepare clear and concise reports.
• Establish and maintain working relationships with other staff and the general public; ability to work collaboratively.
• Travel efficiently between branches during a shift.
• Manage emotions in the workplace and maintain professional composure and judgment.
• Work with a supervisor and process feedback regarding job performance.
• Maintain a consistent safety record as it relates to operation of the motor vehicles.

Extensive knowledge of:

• Available resources (and associated systems) for vulnerable people in Grand Rapids, including but not limited to resources around housing, food access, employment, medical health needs, and mental health needs.
• Trends and developments in human services, ability to adapt to evolving needs of the department and organization, and willingness to seek additional training as needed, including via conference and workshop attendance, professional networking, etc.

Understanding of:

• General office procedures, processes and equipment; ability to operate a variety of office equipment, including computer workstations, typical electronic devices, and software.

GRPL proudly promotes diversity and inclusion in employment, and strives to maintain a workplace culture where respect and positive recognition of differences are cultivated.

Grand Rapids Public Library provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination of any type without regard to race, color, religion, gender, gender identity, sexual orientation, age, national origin, veteran status, disability, height, weight, familial status, marital status, or any other characteristic protected by applicable law. GRPL will make reasonable accommodations for employees and job applicants with disabilities.

This applies to all terms and conditions of employment, including but not limited to recruiting, hiring, transfer, training, promotion, discipline, termination, leaves of absence, compensation, and benefits, as well as work-related events and activities.