The Reference and Circulation Services Manager manages and provides leadership for the core public services provided to students, faculty and staff. The position is critical to providing excellent service and timely access to a wide range of information resources. This position ensures that everyone that provides general library help and reference services (including full-time staff and librarians) is expertly trained and meets performance expectations. The Reference and Circulation Services Manager is responsible for directly supervising 2 full-time staff, supervising all student assistants, and overseeing the work of other full-time staff. The Reference and Circulation Services Manager creates, coordinates, implements and evaluates Reference, Circulation, Privileges, and other services that ensure access to information. The position is also responsible for training all student assistants, full-time staff, and librarians who provide services at the single service point. The Manager also has primary responsibility for managing the staffing and delivery of the reference appointment service.
Essential Duties and Responsibilities
1. Manage and Coordinate Service Desk Staffing and Training (75%)
Manages Reference and Circulation services; manages all aspects of borrowing, lending, searching, and current periodical processing services
Supervises, trains, and evaluates the performance of 2 full-time staff members in the Access & Delivery division
Responsible for the daily operational aspects of Circulation and Reference Services, which are generally offered in person from 7am through 2am every day, and virtually, 24/7, including monitoring service quality and ensuring high productivity to meet students and faculty needs for research
Establishes goals and objectives for Circulation and Reference services and assesses them using performance indicators and metrics
Develops, organizes, implements, assesses, and revises operational policies and procedures for Circulation and Reference services
Recommends and implements new or enhanced software and/or hardware solutions to improve reference, circulation, access, and delivery services
Resolves procedural problems as they occur and reassigns work among staff as appropriate
Recruits, hires, trains, supervises, and evaluates student assistants
Develops training materials for student and full-time staff training; trains and oversees work of all full-time staff who work at the single service desk
Designs, implements, and coordinates all aspects of the annual two-day student training Boot Camp; actively reinforces training throughout the year with students and full-time staff
Schedules service at the Library Help Desk (121.0 hours/week), coordinating the scheduling and training of full-time staff, students, and librarians; maintains multiple staffing calendars (attendance, service schedules, etc.)
Plans and proposes building hours for the Learning Commons, using evidenced-based decision making; responsible for accurate communication of hours both print and online (signs, handouts, web page etc)
Provides excellent service virtually and in person; models excellent customer services best practices for all staff
Responsible for understanding current federal laws regarding provision of ADA - compliant equipment and services in the Learning Commons; collaborates with the Disabilities Resources Center, ensuring that the library is in compliance with laws and regulations; provides individualized assistance to students, faculty and staff as needed; acts as the point of contact between IT (Field Support) and Disabilities Resources to ensure timely installation of software updates
Communicates with faculty, students, and staff regarding service changes, known problems, service enhancements, etc
2. Reference Services and Assessment (20%)
Collaborates with the Head of Instruction, Research, and Outreach to manage and assess reference services and staff Schedules librarians for on-call shifts; facilitates the scheduling of reference appointments for librarians Coordinates all Virtual Reference services (chat, text, email); manages the required software, maintains schedules, and delivers exceptional services to remote users. Creates learning and training content for the LibAnswers Knowledge base, a resource for staff as well as all Santa Clara student, faculty, and staff to be trained on how to use library resources Designs and implements projects to assess the quality of reference services
3. Service (5%)
Chairs or serves on various library committees as appropriate
Serves as the safety liaison to Environmental Health and Safety campus team.
4. Other Duties As Assigned
1. Recommends initiatives and implements changes to improve quality and services. 2. Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices. 3. Maintains contact with customers and solicits feedback for improved services. 4. Maximizes productivity through use of appropriate tools; planned training and performance initiatives. 5. Researches and develops resources that create timely and efficient workflow. 6. Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions. 7. Prepares and submits reports as requested and required. 8. Develops and implements guidelines to support the functions of the unit.
Provides Work Direction
1. Interviews, hires, trains and supervises student workers 2. Directs, oversees, and plans the work of all full-time circulation staff 3. Appraises productivity and documents performance for full-time circulation and reference staff
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.
This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.
Considerable time is spent at a desk using a computer terminal. May be required to travel to other buildings on the campus. May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations. May be required to occasionally travel to outside customers, vendors or suppliers.
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.
- Typical office environment. - Mostly indoor office environment with windows. - Offices with equipment noise. - Offices with frequent interruptions.
Extensive knowledge of library operations and the ability to apply prior experience to new and/or different situations. Expertise in using online library systems and searching online and print information resources, including databases and Internet sources. Knowledge of ADA requirements and familiarity with adaptive technologies. Capability to troubleshoot basic computer problems, with extensive knowledge of the Windows environment.
Excellent interpersonal skills. Excellent verbal and written communication skills. Competence with web authoring software and/or content management software and significant experience designing and developing web pages. Experience supervising student assistants or other hourly or casual employees. Experience developing and implementing staff training programs. Experience with cross-platform computing (Apple and PC).
Ability to effectively use productivity software such as MS Word, Excel and Access. Flexibility; ability to work in dynamic, rapidly changing environment. Ability to work independently and collaboratively.
Education and/or Experience
Bachelor's Degree and at least 2 years of library experience; or an equivalent combination of education and experience. Experience supervising and managing staff
Santa Clara University, a comprehensive Jesuit, Catholic university located in California's Silicon Valley, offers its more than 8,000 students rigorous undergraduate curricula in arts and sciences, business, and engineering, plus master's, Ph.D., and law degrees. Distinguished nationally by the fourth-highest graduation rate among all U.S. master's universities, California's oldest operating higher-education institution demonstrates faith-inspired values of ethics and social justice.