Job Description

Public Services Coordinator

The Alfred University Libraries seek a collaborative and forward-thinking Public Services Coordinator with an interest and passion for mentoring college students. We are looking for someone with a strong focus on customer service and a commitment to incorporating diversity, equity, inclusion and accessibility practices, particularly anti-racism and anti-oppression, into their work. The Public Services Coordinator based in Herrick Library plans, organizes, and supervises all day-to-day functions of Herrick Library Public Services. Works in partnership with the Public Services Coordinator based in Scholes Library, the evening part time Reference Assistant, and the Public Services Librarian to provide outstanding customer service to the campus community. Collaborates to ensure appropriate consistency in circulation policies and procedures between Scholes and Herrick Libraries. Hires, schedules, trains and supervises approximately 30-35 student workers. Schedules and maintains service desk hours and tracks use of student work study budget. Responsible for statistical collection, implementation of library policies and operating procedures.

Salary/Rate: $18.00 - $19.00; 35 hours per week

Essential Functions

• This position has supervisor authority over 30-35 student workers.
• Public Service Team:
• Work with the Public Services Coordinator based in Scholes Library, the evening part time Reference Assistant and the Public Services Librarian to form a collaborative and unified Public Services team across Libraries.
• Contribute to the development of Public Services Team policies, procedures, goals, and plans.
• Work regularly scheduled shifts at the Herrick Library service desk to maintain continuity and unity of service.
• Provide on-call support for the Scholes Library service desk.
• Working under the direction of the Library Director and Public Services Librarian, ensure accurate library hours are posted and maintain wayfaring and other building signage.
• Contribute to the development of goals and plans for addressing and communicating issues and improving services and workflows related to Public Services.
• Collaborate with Public Services Team and Library Director to ensure a welcoming, clean and safe environment.
• Address or report facilities issues as appropriate.
• Coordinate activities with other teams within AU Libraries that relate to Public Services.
• Support Public Services Librarian and Director with event set up.
• Fulfillment (Circulation) Functions:
• Oversee daily circulation of library materials using Library Service Platform, Alma.
• Monitor and fulfill patron physical item requests and maintain hold shelf.
• Carry out procedures to identify and retrieve overdue and lost materials, and address issues arising from late, damaged, or lost materials.
• Contact patrons regarding missing or overdue materials and oversee reconciliation of library accounts in a positive and tactful manner.
• Maintain patron confidentiality according to library and University policy.
• Initiate search procedures for missing materials that cannot be located within the library.
• Learn, implement, and upgrade new technology (both hardware and software) for the Library Service Platform (Alma), and other Public Services functions.
• Coordinate receipt of faculty requests to place materials on course reserve.
• Catalog and process course reserve materials.
• Coordinate with Collection Management on cataloging and processing of items on permanent reserve.
• Liaise with faculty and subject librarians to update course reserves collection each semester.
• Library Service Desk:
• Ensure students, faculty, staff and the public are afforded excellent customer service.
• Assist patrons in using library services, equipment, and facilities and train student employees in the same.
• Report technology issues to ITS regarding internet/wi-fi connectivity and library technology equipment in public areas. Act as point of contact for ITS regarding public equipment problems in the library.
• Collect data and library statistics related to the Public Services Team and train students in the same.
• Create service desk schedule, monitor requests for subs, and ensure adequate coverage using LibStaffer scheduling software.
• Participate in service desk coverage and in virtual reference assistance through LibChat.
• Suggest process and workflow efficiencies and service improvements.
• Learn Library of Congress Classification System.
• Monitor general order of library stacks, library service desk and public areas.
• Maintain inventory of supplies for service desk and public equipment such as printer paper and toner.
• Monitors and maintains supplies for coffee sales and reconciles cash drawer.
• In collaboration with the Administrative Assistant to the Dean and Director, monitor and mediate room reservations in LibCal. Keep room reservation calendar current and oversee usage of group and classroom spaces.
• Monitor Herrick Library departmental email account and respond to emails in a timely and professional manner.
• Supervision:
• Supervise approximately 30-35 Public Services Team student workers in collaboration with the Public Services Librarian.
• Mentor student workers regarding basic professional job skills. Follow up on performance issues and coach students in achievement of improved performance.
• Work with Public Services Librarian to design and implement group and individual orientation and training program for both new and returning student workers.
• Assist Public Services Librarian in creating and updating training materials, employee policy handbook and operations manual for student employees.
• Interview applicants and complete hiring paperwork for work study and non-work study positions.
• Monitor student employee work-study earnings against allotment and monitor Library work-study budget.
• Maintain regular communication with student workers regarding new procedures, new tasks or issues that arise.
• Monitor and evaluate student worker job performance and address personnel issues that arise.
• Value and encourage the unique dimension each student brings to the library and seek opportunities to learn from differences.
• Reconcile and approve on line student worker timesheets in BannerWeb.
• Identify and create shifts tasks and projects for student workers.
• Train and supervise student worker projects related to shelf reading, stack maintenance and shifting of library materials.
• Collaborate with the Collection Management Team on endcap labeling.

Other Duties & Responsibilities

• Attend professional meetings, workshops, and conferences, as appropriate.
• Participate in professional development activities.
• Participate in library search committees and working groups.
• Contribute to library outreach, marketing and programming efforts.
• Evening or weekend hours may occasionally be required for student training sessions, library events, or when other coverage is not available.
• Evening and weekend hours may occasionally be required for library events or outreach activities.
• Supports and assists in creating intersections for faculty, staff and students that will assist in transforming people's lives.
• Supports and assists in creating an evolving culture of mentoring and rich engagement opportunities for faculty, staff, and students.
• Maintains a commitment to diversity, equity and inclusion and a high degree of cultural competence and respect for a wide range of identities and experiences, therefore welcoming and supporting all faculty, staff and students and expanding access to the AU experience.
• Maintains a safe working environment within and around their facilities and associated equipment and supplies including, but not limited to, obtaining Safety Data Sheet (SOS} information pertaining to any hazards associated with their work environment.
• Participates in all required assigned training, including safety training and will comply with safety rules, regulations, and protocols.
• Effective written and oral communication skills.
• Contributes to the overall success of the University by performing other duties as assigned.

Qualifications - Education & Experience, Knowledge, Skills & Abilities

• Bachelor's degree, or Associate's degree with 3-5 years of experience in a library, is required. A combination of education and significant, relevant customer service experience may be substituted in lieu of the education requirement.
• Library experience or a combination of supervisory and customer service experience is required.
• Additional Knowledge/Skills:
• Flexibility and problem-solving skills are essential.
• Poise in dealing with the public, including the ability to exercise independent judgment, and a strong service orientation with an emphasis on providing high-quality customer service.

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