Head of Access Services & Circulation

City of Janesville Wisconsin; Janesville (WI); On-site; USD 60,000 - 85,000; Full time

Job summary

City of Janesville is seeking a Head of Access Services to lead the library’s circulation and access operations, supervise Public Services Assistants, shelvers, and volunteers, and ensure welcoming, equitable access to resources. You will guide procedures, staffing, and service standards while collaborating with management and security teams.

The role requires a bachelor’s degree and at least five years of supervisory public library experience, with preference for a master’s in library science

Qualifications

• Bachelor’s degree from an accredited college or university.
• Minimum five years of progressive public library circulation or access services experience.
• Minimum five years of supervisory experience including scheduling, training, and performance management.
• Access to transportation for job-related duties is required.
• Master’s degree in library science or related field preferred.
• Experience with a shared library system/consortium preferred.
• Bilingual proficiency in English and Spanish preferred.

Responsibilities

• Directs and evaluates Access Services operations, including circulation, patron accounts, holds/returns, materials handling, remote returns, self-service tech, payments, and public service points.
• Supervises Public Services Assistants, shelvers, and volunteers, including hiring, onboarding, scheduling, training, coaching, evaluation, and performance management.
• Develops and maintains departmental procedures, staffing plans, and service standards to ensure consistent, efficient, high-quality service during all library open hours.
• Provides leadership in customer service, resolving escalated patron concerns, account issues, complaints, policy questions, and requests for exceptions using sound judgment and de-escalation techniques.
• Serves on the library Security Team, trains new Persons in Charge, serves as Person in Charge as scheduled, and supports staff during security incidents and emergencies.
• Models exceptional customer service and resolves escalated patron questions, account disputes, complaints, policy interpretations, and requests for exceptions using tact and authority.
• Uses service data, patron needs, and staff feedback to improve operations, recommend policy/workflow changes, and plan departmental goals, technology, equipment, staffing, and other resources.
• Participates on the library management team and assigned committees, contributing to strategic planning, policy development, priorities, and communication.
• Follows all safety regulations, policies, and procedures; reports unsafe conditions and accidents to supervisor promptly.
• Performs other special projects and duties as assigned.”,
• All-embracing disaster-related duties may be assigned as needed.

Skills

Access Services

Supervisory experience

Customer service

Policy development

Security awareness

Data-driven decisions

Education

Bachelor’s degree

Master’s degree preferred

Tools

Integrated Library System

Microsoft Office

Adobe Acrobat

Job description

City of Janesville is seeking a Head of Access Services to lead the library’s circulation and access operations, supervise Public Services Assistants, shelvers, and volunteers, and ensure welcoming, equitable access to resources. You will guide procedures, staffing, and service standards while collaborating with management and security teams.

The role requires a bachelor’s degree and at least five years of supervisory public library experience, with preference for a master’s in library science