The Library Services Associate III acts as the Operations Student Manager to provide leadership in the coordination and enhancement of the Library’s public service desks. This position serves as the primary Student Manager for 25-30 Operations student employees who work seven days a week, including evenings. This role includes coordinating with a backup manager who is responsible for directing student employees in the evening and on Sundays. As needed, collaborates with the Information and Training team to provide content for student training, aiding in the optimization of public services, providing feedback to desk staff regarding their coordination of student employees, and independently addressing both difficult customer interactions and student employee concerns. Provides courteous customer service, information, references, and technical assistance. Additionally, the incumbent regularly attends and participates in conferences or user group meetings bringing back information for department environmental scanning and strategic planning processes and provides analysis support of a wide variety of data to management, and makes recommendations for improvements.
Access and Information Services staff operate in an environment where department members work evenings and weekends for the purpose of supporting the education and research needs of customers and for promoting a safe and secure learning environment in the various libraries. This position will participate in a bimonthly Saturday rotation and may be requested to make other schedule adjustments to assist with service coverage. You will be responsible for fostering and participating in an environment of change across the organization, including acting as a liaison to other departments. As customers’ needs change, the assignments, work, and hours may change. You will also be responsible for performing leadership functions such as serving on department and library-wide committees, participating in decision making, and appropriately communicating with relevant stakeholders.
- Responsible for primary management of 25-30 part-time student employees who work seven days a week, including evenings. This includes budget development/management, scheduling, and effective communication with various individuals (e.g., desk staff, main student manager, supervisors, and accountants) to ensure tasks are performed correctly. It also includes coordinating with a backup manager who is responsible for directing student employees in the evening and on Sundays.
- Supports the Library Operations Supervisor for technology by problem-solving issues affecting service sites, assisting in ensuring that opening and closing policies and procedures are established and followed.
- Collaborates with the Information and Training team in student employee competency and training development.
- Oversees multiple AIS service sites: Provides customers with reference, technology, and circulation assistance. Provides leadership including solving problems and making non-routine decisions. Ensures safety of library customers, employees, and security of library materials through the application of library and University policies and procedures.
- Participates in a bimonthly Saturday rotation and/or makes other schedule adjustments as needed to assist with service coverage.
- Supports the ongoing collection, management, and analysis of departmental and library use and needs assessment data including data required for departmental and library projects and strategic planning.
- Supports the library in its mission and vision in providing excellent customer service, by serving on library-wide projects, and by improving student awareness of the suite of services and resources offered by the library through participation in campus public programming, student education, and success events.
- Facilitates meetings make presentations as needed, and participates in data-based decision-making.
- The UA Libraries support the UA’s diversity and inclusiveness strategic initiatives designed to create an inclusive environment for all faculty, staff, and students. The candidate is expected to support diversity and inclusiveness efforts in the department and library.
- Other duties as assigned.
Knowledge, Skills, and Abilities
- Ability to create training documentation.
- Ability to exercise sound judgment.
- Demonstrated leadership skills, including evidence of excellent initiative, organizational and time management skills; evidence of the use of good judgment, and solid analytical and problem-solving skills with the ability to work autonomously with minimal supervision.
- A high degree of computer/digital fluency (hardware/software). This includes basic working knowledge of selection, installation, maintenance, troubleshooting, and supporting computers and associated peripheral hardware.
- Demonstrated ability to monitor trends and learn to use physical and virtual maker technology such as 3D printers/scanners and virtual reality.
- Demonstrated customer service skills, including the ability to work with diverse people and serve a diverse population, as well as taking a proactive approach to meet customer needs, coordinating with peers in order to effectively meet customer needs, and initiating effective interventions that result in customer satisfaction.
- Demonstrated ability to prioritize tasks and respond positively to unanticipated changes while exhibiting follow-through and flexibility under demanding circumstances. This involves the ability to work proactively and constructively to identify, define and solve problems with customers and colleagues within the unit and library-wide.
- Ability to use Microsoft Outlook and Office Suite (current version) as well as familiarity with library technology, including demonstrated skills in troubleshooting hardware, software, and equipment.
- Understanding of the research and references process as well as a broad understanding of various types of reference sources (e.g., library catalogs, indexes, web-scale discovery services, search engines, virtual and print resources) and their appropriate uses, including understanding the differences between primary and secondary resources.
- Ability to work independently and collaboratively on the design, development, delivery, and assessment of training materials, train groups, and individuals whose learning styles, levels of academic preparedness, and backgrounds vary greatly ineffective use of library resources and research tools as well as experience evaluating individuals based on established work expectations.
- Knowledge of advanced data collection and information research methods, including the knowledge of specialized data analysis software (e.g., LibAnalytics, Excel, and Qualtrics).Skill in facilitating meetings and delivering presentations.
Excellent interpersonal and communication skills, both written and verbal.
- Ability to work in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives.
- Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity.
- Bachelor’s degree and 1 year of related work experience.
- Experience scheduling, training, approving payroll, developing, and tracking wage budget, and daily supervision of part-time student employees.
- Experience searching integrated Library Services Platform and record interpretation (e.g. Ex Libris).
- Experience using course management systems (e.g., Desire2Learn)
- Experience gathering and analyzing internal and external data (both qualitative and quantitative).
- Experience professionally representing an organization, including events.
- Experience with process improvement, cost, and systems analysis, and project management.
- Experience with issues pertaining to circulation and library code of conduct procedures.