Library Assistant 4, Access & Resource Services - Digital Strategies Liaison, Course Reserve, A[...]

New Jersey Department of Children and Families; Ohio; On-site; USD 40,000 - 50,000; Full time

Job summary

A leading public institute is seeking a Library Assistant 4 who will specialize in customer service and operational workflow management within the Knowledge and Creativity Commons. This position requires flexibility in scheduling, including evenings and weekends, as well as collaboration with students and faculty to enhance library services and experiences.

Qualifications

• 4 years of relevant experience with high school education or 1 year with Associate's degree.
• Familiarity with course reserves and library operation.
• Experience supervising student employees.

Responsibilities

• Provide first-contact customer service and oversee circulation activities.
• Manage course reserves and resolve circulation issues.
• Analyze data for reporting and support library staff training.

Skills

Customer Service Orientation

Interpersonal Skills

Technical Skills

Organizational Skills

Adaptability

Education

High school education

Associate's degree

Tools

Alma

Leganto

Microsoft Word

Job description

POSITION OBJECTIVE

Working under occasional supervision, the Library Assistant 4 (LA4) has primary reporting line and responsibility to the LA5 Evening Supervisor, Access & Resource Services Team and operates as a library specialist within the Knowledge and Creativity Commons. Work is subject to review within guidelines established by both the primary and secondary supervisor. Advanced knowledge of functional area policies and procedures is expected at this level with the ability to take responsibility for the unit in the absence of more senior staff. The LA4 manages workflows and processes related to course reserves and assessment. Duties may include hiring, scheduling, and training of staff, temporary employees, and students. This role requires availability during evenings and weekends, specifically from Tuesday to Friday, 11:30 am to 8:00 pm, and Saturday, 8:30 am to 5:00 pm. Must be flexible to adjust the work schedule to accommodate changes in operational hours, including over university breaks, summers, and holidays and to fulfill staffing requirements.

ESSENTIAL FUNCTIONS

Knowledge and Creativity Commons: Provide first-contact customer service at all physical and online service points within the Commons to include training and maintenance of equipment, knowledge of collections and access within the physical stacks and the online catalog, general reference assistance, knowledge of the Freedman Center equipment and digital services, oversight of spaces, referrals, and directional assistance. Oversee major circulation activities, including staffing supervision, first line customer service support, problem resolution, payment management, stacks access and facility and safety issues. Respond to a variety of overnight issues and confirm resolution or effective referral within and beyond the team, as needed. Responsible for a library unit in the absence of more senior-level staff. (34%)
Fulfillment: Serve as a system circulation liaison to coordinate with the Technologies and Digital Strategies Librarian throughout the Ex Libris¿ Alma migration and for fulfillment/circulation operations workflows and policies, supporting patron experiences, troubleshooting problems, reporting errors, and providing training and support to library staff (25%).
Course Reserves: Adjust services and workflows to a new library services platform for course reserves. Develop collaborative relationships with faculty and staff, respond to inquiries, review course syllabi, assist faculty through course reserves requests, and assist students in accessing materials. Confirm requesting mechanisms, update catalog records, process loans, including prioritizing items and determining loan periods that allow for maximum campus availability. Submit and follow the online purchase requests to coordinate acquisitions with various library areas. Promote service and connect users to services and resources (10%)
Assessment: Responsible for records and statistics for the library unit; using appropriate technology, prepare a variety of statistical reports, analyze complex data to compile, prepare and submit necessary data statistics for reporting; respond to on-demand data requests using higher-level spreadsheet and database formulas, gather and compile statistics for reporting to professional associations; perform tasks in the ILS/LMS to track materials, resolve records issues, update bibliographic and related records and solve complex bibliographic and metadata problems, and make data-based decisions (10%)
Student Employees: Oversee the work of student employees for area; provide training; assign work; monitor and deliver feedback about work performance to the supervisor, (7%)
Professional development and engagement, including service on committees and working groups and attending learning sessions, maintaining awareness of current trends and developments in the field (6%)
Contributes to and maintains a work culture of inclusion of distinct perspectives, civility and belonging. Recommend, implement, evaluate, and ensure adherence to customer services operating policies and procedures, adjust, as needed, to ensure effective and efficient operations; maintain written record of same (6%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (<1%)

CONTACTS

Department: Frequent contact with library staff in all KSL teams to maintain workflow. (46-65%)

University: Frequent contact with faculty and staff and/or staff of other campus libraries, primarily in reference to cataloging queries and other customer services. (46-65%)

External: Frequent contact with vendors in resolving department-specific issues. (46-65%)

Students: Frequent and direct contact both with student staff and student patrons to address concerns/problems and/or use and interpret established procedures. (46-65%)

SUPERVISORY RESPONSIBILITIES

Will monitor the performance of student employees and assist with the direct training of students.

QUALIFICATIONS

Education/Experience: High school education with 4 years of relevant experience; OR Associate's degree and 1 year of relevant experience.

REQUIRED SKILLS

Technical skills: Familiarity with course reserves; experience with Alma and Leganto (or similar Library Services Platforms); knowledge of library catalogs and bibliographic systems; and proficiency with computers (Windows or Mac), standard software applications (such as Word), email, and internet navigation/search.
Policy Interpretation and Judgment: Ability to learn and apply a wide range of evolving policies, exercising sound judgment in situations requiring individual interpretation, particularly in the context of information resources at Case Western Reserve University libraries.
Interpersonal and Communication Skills: Strong ability to interact effectively with colleagues, supervisors, and customers, and to clearly convey policies and technical concepts to diverse audiences.
Team Collaboration: Ability to work collaboratively and diplomatically in team environments to achieve shared goals.
Customer Service Orientation: Experience delivering high-quality, responsive, and professional service and support.
Curiosity and Initiative to Learn: Demonstrated interest in learning new tools, technologies, and processes, with a proactive approach to personal and professional development.
Independence and Receptiveness: Capable of working independently while remaining open to direction and feedback.
Supervision and Delegation: Skilled in supervising students or staff, delegating and collaborating on tasks, and assuming responsibility for outcomes.
Policy and Training Development: Proficient in creating training materials and writing clear, actionable policy documentation.
Task Management and Prioritization: Proficient in managing multiple projects, setting priorities, and meeting deadlines.
Adaptability and Initiative: Proactive and creative in promoting change, solving problems, and improving processes.
Organizational Skills: Strong attention to detail and ability to manage complex workflows efficiently.
Reliability and Attendance: Demonstrated commitment to consistent attendance and punctuality.
Physical Capability: Able to bend, stoop, reach, and lift materials as required in a library setting.
Mission-Driven Support: History of supporting and advocating for students in alignment with institutional values and policies, including a commitment to fostering an environment of inclusion of distinct perspectives and promoting civility and belonging.
Ability to meet consistent attendance.
Ability to interact with colleagues, supervisors, and customers face to face.
Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.

WORKING CONDITIONS

A fast-paced office and library environment that requires flexibility and adaptability to reassess priorities as needed. The role involves a high level of customer service and frequent interaction with patrons, along with regular physical activity. Regular duties include repetitive computer use involving a keyboard and mouse, as well as physical tasks such as bending, stooping, reaching, and lifting library materials. Nights and weekends are required including Tuesday through Saturday. Must be flexible to adjust the work schedule to accommodate changes in operational hours, including over university breaks, summers, and holidays and to meet staffing needs. This position is not eligible for the staff hybrid work program.