Public Services & Engagement Specialist - Libraries

Description
Public Services & Engagement SpecialistDepartment: University Libraries, Public ServicesNon-exempt, MR06, Hours: Sunday – Thursday, 11:30am – 8:00pmPOSITION SUMMARYThis position is responsible for a complex range of duties to meet the University’s educational, research, and outreach goals by providing excellent customer service at service points within the UT Libraries with tasks including: providing research assistance and assisting users with all types of questions; providing access to materials in all formats, including equipment; fulfilling patron requests; troubleshooting and resolving patron problems; supporting patrons’ use of technology and enforcing and explaining policy. This includes a high level of decision-making related to the implementation and interpretation of library policies and procedures, including security and student safety as well as addressing any emergency that may arise. This individual must communicate effectively with UT faculty, staff, students, and the public, as well as with UT Libraries and campus partners. This position is accountable for providing work direction to students and those from other departments staffing the public service areas to ensure accurate and excellent customer service. This position participates in engagement activities, including Destress for Success.Hodges Library serves faculty, staff, and students from all disciplines on a 24 hour basis. This position must perform research assistance and be aware of all the options for retrieval of information in both traditional and digital format. This involves complex searches of databases to find the correct research information or materials. This requires expertise with several complex computer systems including the Alma integrated library system, ILLiad Resource Sharing management system, online catalog, electronic reserve, etc. This position must be aware of the operation of all aspects of the Public Services department (patron accounts, course reserve, media, and The Commons) as well as other technical and service teams within the UT Libraries and across campus. This position is responsible for the management of the first shift in the absence of the manager.
Qualifications
RESPONSIBILITIESLibrary and Customer Services:

Must keep the Hodges Library building and service point open and operational at all times during first shift hours.Provides in-person and online research assistance to all patrons, including faculty, staff, graduate students, undergraduate students, and members of the general public by analyzing users’ information needs, determining appropriate library resources to use, and designing research strategies to meet those needs.Perform and manage duties at the Public Services desks involving information retrieval, patron accounts, course reserves, and technology support to all patrons including faculty, staff, graduate students, undergraduate students, and members of the public.Circulates library materials and technologies including, but not limited to, assistance with selection and location, checking out and renewing, adjusting loan periods as needed, placing holds, explaining policies, and inspecting and processing returns.Manages patron library accounts, including but not limited to adding and collecting library fines and fees and placing and updating requests.Interprets library and university policies, procedures, and regulations to staff and patrons, using judgment to create exceptions as appropriate; mediates and resolves conflicts.Handles problems in Hodges Library involving facility, security, and emergency issues. For facilities issues, this may require relocating and doing damage control for materials that have been damaged by leaks; mitigating further damage to materials by following Libraries' procedures for covering or caring for damaged materials; notifying Facilities services and reporting to Administration. For security and emergency issues, this means being up-to-date on and following procedures in the emergency action plan to ensure library user and employee safety.Responsible for Hodges Library and the operation of the Public Services Desk in the absence of the first shift manager. This includes Sundays and one day per week for the manager's work from home day as well as when the manager takes annual or sick leave.Communicates with faculty, processes and catalogs materials, and maintains course reserves.

Operations Support:

Processes course reserves and retrieves material from the stacksMaintains, order, and restock supplies (paper/toner) for the Learning CommonsSchedules and pulls media as needed to support the use of media for courses using film and other media as well as for students with media assignmentsProcesses all incoming and outgoing mail for the department including opening and processing books and packages mailed to Public Services; following up with library patrons as needed; receiving and distributing supplies for the public areas; and receiving and distributing mail within the department

Library and Departmental Activities:

Contributes to engagement events including Destress for Success, in collaboration with UT Libraries colleaguesPursues growth, engagement, and library improvement in diversity, equity, inclusion, and accessibilityGrows and develops skills in areas of job responsibility and library needActively contributes to departmental activities, including team meetings, departmental planning, and other UT Libraries, and University committees and initiativesParticipates in Libraries’ Public Services Group, recommending changes, as needed, to policies, procedures, and workflows to meet the evolving service needs of the University LibrariesParticipates in training and monitoring the work of student library assistants, ensuring tasks are completed accurately, policies and practices are followed, and service expectations are metOther duties as assigned

QUALIFICATIONSRequired

High school diploma or GEDLibrary experience or 2 years work with the publicDemonstrated experience with a variety of technologies (hardware and software)Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environmentAbility to work independently and also effectively in a collaborative team environmentEffective applied customer service skillsEffective oral and written communication skillsAbility to make sound decisions and solve problems with creativity and flexibilityAbility to balance multiple tasks and set prioritiesAbility and willingness to learn new technologies, tasks, and proceduresKnowledge of Windows and Mac operating systems and familiarity with MS Office applicationsAbility to complete assignments on time with minimal errorsDemonstrated initiative, flexibility, and ability to work effectively to complete assignments as scheduled and assignedAbility to adjust work schedule during breaks

Preferred

Associate’s Degree1+ year of Library experienceDemonstrated experience with a variety of technologies (hardware and software)Knowledge of integrated library systems and databasesTechnology Support Skills

The UT Libraries champions diversity in collections and staffing. The University of Tennessee is committed to creating a welcoming environment. More information about how we put our principles of civility and community into action is available at https://www.lib.utk.edu/belonging/.Application ProceduresA background check is required prior to hiring. In order to be considered for candidacy, you must submit a cover letter addressing the above qualifications and a current resume.For assistance or questions about using the UT online application system, contact University of Tennessee Human Resources:105 Student Services Building, Knoxville, TN 37996-0213Office Hours are 8:00 a.m. to 5:00 p.m.(865) 974-6642
Job: Other Tech/Para-Professional
Primary Location: US-Tennessee-knoxville
Organization: Library
Schedule: Full-time
Job Posting: Feb 14, 2024, 8:07:55 AM