Library Assistant 4, Access & Resource Services - Interlibrary Loan + Scholarly Publishing

New Jersey Department of Children and Families; Ohio; On-site; USD 40,000 - 55,000; Full time

Job summary

The New Jersey Department of Children and Families seeks a Library Assistant 4 (LA4) to manage interlibrary loan services and oversee operations at the Knowledge and Creativity Commons. This role involves customer service, training staff, and technical processing, requiring strong communication skills and a flexible schedule during university hours.

Qualifications

• 4 years of relevant experience required.
• Experience in academic library preferred.
• Familiarity with interlibrary loan services is necessary.

Responsibilities

• Manage workflows and oversee technical processing for interlibrary loan services.
• Provide first-contact customer service within the Knowledge and Creativity Commons.
• Support daily operations of Scholarly Commons, ensuring compliance with standards.

Skills

Interpersonal and Communication Skills

Customer Service Orientation

Task Management and Prioritization

Adaptability and Initiative

Education

High school education

Associate's degree

Tools

ILLiad

Automated library systems

Library bibliographic systems

Job description

POSITION OBJECTIVE

Working under occasional supervision, the Library Assistant 4 (LA4) has primary reporting line and responsibility to the LA5 Daytime 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 oversees technical processing for interlibrary loan services; technical processing for scholarly communication services, and may hire, schedule, and train staff, temporary employees, and students. This role requires availability during evenings and weekends, specifically from Tuesday to 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

Interlibrary Loan/Resource Sharing: Perform difficult specialized interlibrary loan duties that require frequent independent application of library and resource sharing policies and procedures, including resolving shipment and processing issues, reporting publisher costs and title request data, managing ILLiad installation and customization, system upgrades, providing vendor feedback, and engaging in regular correspondence between interlibrary loan libraries and patrons. Manage custom holding queues and other ILLiad features. Correspond with patrons and international library lenders. Resolve missing ILL shipment problems. Provide advanced knowledge of the functional area policies and procedures through a variety of information sources, including through the maintenance of the KSL and interlibrary loan webpages, the ILL user interface system, and regular updates of library policy information and customer service help areas. Maintain and communicate awareness of issues and advances in ILLiad resource sharing communities, gather and report ILL data as needed (25%)
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 the work of student employees; provide training, assign work, monitor and deliver feedback about work performance to the supervisor. 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 (24%)
Scholarly Publishing Support: Provide support for the daily operations of Scholarly Commons @CWRU, the institutional repository for Case Western Reserve University including depositing and ingesting scholarly materials, ensuring compliance with metadata standards and accessibility guidelines; assisting with initial copyright and permissions review to ensure compliance with institutional and publisher policies; performing data cleanup and quality control procedures to maintain the integrity of repository content. Troubleshoot deposit issues and provide technical assistance to users; corresponding with faculty, researchers, and staff regarding repository policies and procedures and provide training and documentation on the use of Scholarly Commons; and assisting with the development and implementation of strategies to promote the use of Scholarly Commons and related scholarly communication services. (19%)
Evening and Weekends: During weekends, oversee all level one service center activities to include staff supervision and scheduling, first-contact customer service support, problem resolution, payment management, and all facility and safety issues. Launch resource sharing duties. Respond to a variety of overnight issues and confirm resolution or effective referral. The LA4 is responsible for the area in the absence of more senior-level staff. (13%)
Accessibility Services Provider: Designated contact for the HathiTrust Accessible Text Request Service and the KSL Authorized Borrower service. (6%)
Library Accounts and Payment Systems: Responsible for the oversight of library fines payments, serves as the point of contact for user support, report monthly payment records, verify user access, report any system issues, and follow until resolution. (6%)
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 and contributing to a work culture of inclusion of distinct perspectives, civility, and belonging. (6%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (1%)

CONTACTS

Department: Frequent contact with library staff in all KSL teams to maintain workflow.

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

External: Frequent contact with vendors in resolving department-specific issues.

Students: Frequent and direct contact both with student staff and student patrons to address concerns/problems and/or use and interpret established procedures.

SUPERVISORY RESPONSIBILITY

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

QUALIFICATIONS

Experience: 4 years of relevant experience required (academic library experience preferred).

Education: High school education with related 4 years¿ experience required or an Associate's degree and 1 year of experience.

REQUIRED SKILLS

Technical skills: Familiarity with interlibrary loan services, ILLiad, automated library systems and management software, library bibliographic systems and library catalogs, computers (Windows or Mac, including basic software applications such as Word), email, and internet navigation/search skills.
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 a range of 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

Typical office/library environment. The employee will perform repetitive motion using a computer mouse and keyboard to type. While the standard schedule for this position is daytime Tuesday through Saturday, 8:30 am to 5:00pm, flexibility and availability to cover operational hours outside the normal schedule, including evenings and Sundays, are required to ensure continuous support and effective management of the library's services. 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.