The ILL & Access Services Information Specialist, under the supervision of Manager, Interlibrary Loan, obtains published material (books, dissertations, and journal articles) not available in the University Library or Heafey Law Library collections for Santa Clara University students, faculty and staff in order to facilitate their educational and research needs. The ILL & Access Services Information Specialist also provides excellent library and information service at the Library Help Desk in support of the University's academic programs as outlined in the University Library's Strategic Plan. Performs specialized duties requiring broad knowledge of general library operations and/or materials, and specific library policies and procedures in a diverse work environment. Delivers accurate, timely, and courteous service that respects individual needs and strengthens the educational experience. Participates in planning and accomplishing the goals of Access & Delivery Services. Duties include student training and supervision. The primary schedule is Tuesday-Saturday, 9:00 a.m. 6:00 p.m. Adjustments in this schedule will be required as a function of the academic calendar, e.g., intersession, summer hours etc.
Essential Duties and Responsibilities
1. Process ILL/LINK+ Lending and Borrowing Requests (50%)
Possesses a working knowledge of all ILL and LINK+ activities, policies, and procedures
Works independently to determine the best course of action of fill an ILL request
Resolves complex problems related to ILL borrowing and lending orders
Interprets, verifies, and modifies ILL requests within established rules and procedures in order to assure the most timely delivery of material
Enters data and modifies information to initiate and complete ILL transactions in ILLiad.
Interprets complex bibliographic citations found in full-text databases, electronic journals, etc. to ensure greater accuracy in processing ILL requests
Trains, supervises, and evaluates student assistants in ILL and LINK+ procedures.
Develops/plans/executes projects to improve and enhance services provided by ILL , e.g., creating ILL library patron records for borrowing libraries, invoicing patrons for lost and overdue ILL books
Interprets existing policies and recommends new or revised policies as needed and appropriate, e.g., provide information on ILL policies and procedures to users.
Identifies and analyzes operational/technical problems and recommends solutions to the ILL manager
Communicates with SCU students, faculty and staff in person, on the telephone, and via electronic mail regarding their ILL requests to ensure quality customer service
Supervises LINK+ incoming and outgoing work done by student assistants
Schedules student assistants' work assignments for quarter, finals week, intersession, and holidays
Reassigns students daily work load when student assistant is out sick or has scheduled time off.
Trains student assistants, monitors their time sheets.
Processes outgoing and incoming Graduate Theological Union items
Reconciles purchasing card transactions
In the absence of the manager, responsible for the daily operations of ILL , including monitoring service quality and ensuring high productivity in order to meet patron needs for research
May attend regional and statewide meetings of document delivery-related groups, as well as other pertinent staff development meetings, workshops, etc.
2. Circulation of Library Materials (45%)
Staffs the Library Help Desk during scheduled hours.
Assists patrons in locating materials in the library using OSCAR (the University's online catalog)
Provides courteous directional and informational assistance and simple reference assistance to users, requiring a general knowledge of the library's physical facility, organization, collections and policies
Refers complex questions to the appropriate individual
Uses the automated library system ( OSCAR ) to circulate materials (checkout, check-in, place holds, etc.) to members of the Santa Clara University community
Recommends searches and/or LINK+ or Interlibrary Loan requests for missing library materials
Educates users about new or enhanced services provided by the library
Provides information on specific library policies, including billing and circulation privileges
Overrides patron blocks when appropriate
Supervises, trains, and manages library student workers, directing their work and ensuring the work of the library (sorting, shelving, shelf reading, auditing ARS , etc) is completed during work shifts
Supervises the ARS during weekends, which includes storing, picking, and auditing
Supervises paging during weekends
Opens/closes and secures the library as needed
3. Other Duties as Assigned (5%)
Orders supplies/labels etc. for the ILL unit
Monitors incoming emails to the ILL unit
Runs LINK+ reports
Troubleshoots minor problems with copy machines, OSCAR workstations, printers, etc.
Repairs and services equipment throughout the library as requested and required
May utilize sign making software and/or word processing software to create library signs and notices to be posted in the library; and to create/update forms and documents
Collects data on services, collections, use and facilities for library assessment
Works on unit projects as assigned by supervisor
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
Supervises several student assistants.
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.
Library or front line customer service experience
Demonstrated excellence in providing high quality customer service required
Experience supervising or directing the work of others required
Evidence of a strong aptitude for technology hardware, software, and applications required
A working knowledge of the activities, policies, and procedures of Document Delivery and Interlibrary Loan preferred
Prior experience with online library systems, bibliographic utilities, online databases, and reference sources preferred
Ability to organize and prioritize workload and effectively manage time in a multitask environment required
Ability to work cooperatively with others in a team environment required
Ability to work accurately with attention to detail required
Ability to apply prior experience to new or different situations in the library environment required
Experience with computers is required for all positions at this level
Experience with automated library systems, including ILLiad, OSCAR , bibliographic databases and library full text databases preferred
Education and/or Experience
At least two years of library or front line customer service experience required
Bachelor's degree preferred
$20.65 - $23.74 per hour, commensurates with experience
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.