Job Title: Library Specialist III - Patron Accounts & Scheduling Support Specialist – Mary Idema Pew Library
Classification: C3
Department: Library Access Support Services
Updated: September 2024

Job Summary

The responsibilities of this position include working in our user-centered desk environment, opening and/or closing the library, and executing emergency and evacuation processes as needed. Additional responsibilities include leading processes related to patron accounts and supporting other areas of the department as needed. This position is a part of the Library Access Support Services department, which is responsible for supporting a set of behind the scenes and public-facing functions virtually and on our Allendale and Grand Rapids, Michigan campuses. This is a designated essential staff position in support of library operations and will be called upon to work onsite at times even when the University changes operating status due to inclement weather or otherwise. Ability to work evenings and weekends; flexibility to work a variety of shifts; and significant functional independence are required.

Essential Functions

• Work regular shifts at the service point, monitoring in-person and virtual activity. This includes the frontline and behind-the-scenes services provided by student colleagues.
• Deliver high quality inclusive and accessible customer service while assisting users with a wide range of transactions and inquiries, in-person and virtually, including reference assistance requiring knowledge of the library’s services, holdings, website, and online databases.
• Identify and respond to security and safety issues that arise, implementing emergency procedures, handling of library user complaints, and at times working with Grand Valley Police Department and facilities to ensure that the library environment is safe and conducive to learning.
• Open or securely close the library in line with standard procedure.
• Demonstrate flexibility, openness and receptivity to new ideas and approaches.
• Demonstrate innovation, creativity, and informed risk-taking.
• Collaborate broadly and engage in department and libraries' initiatives and projects.
• Provide support for events, tours, and other programming hosted in the libraries.
• Roam the library to collect data, on an ongoing basis and for special projects. Roaming activities can include answering questions; identifying, reporting or addressing facilities issues; and assisting with security-related issues.
• Participate in re-zoning of furniture in spaces throughout the Steelcase Library.
• Align with and uphold University Competencies, University Libraries values in action, and user privacy.
• Demonstrate the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population.
• Actively contribute to the Libraries’ Inclusion, Diversity, Equity, and Accessibility commitment.
• Help foster a healthy work environment for library and student colleagues to by working individually, collaboratively, and collectively towards achieving individual, departmental, and library goals.
• May direct student colleague work on a project-by-project basis.
• Perform other duties as required/assigned by leadership.

As a department lead for patron accounts:

• Running overdue user records on a weekly basis, monitoring report for outstanding overdue items, updating records in FOLIO, and communicating with student billing to encumber accounts.
• Receiving and processing routine updates such as death notices, departed accounts, retired accounts and preceptor accounts. 
• Monitoring the user accounts email and responding to common questions and other inquiries
• Communicating with the colleagues in Collections & Digital Scholarship and Systems & Discovery to determine next steps when processing claims returned and lost items.

As a local support for scheduling:

• Collaborating with the department coordinator for scheduling to adjust staff shifts based on approved vacation and use of benefits.
• Collaborating with the scheduling coordinator, managers, and staff to facilitate shift swapping and shift coverage during vacations, illness, call outs, or other work obligations.

Non-Essential Functions

• Participating in User Experience research initiatives aimed at better understanding and improving user experience.
• Roaming the library to collect data, answer questions, and help with facilities and security-related issues.
• Participating in the promotion of library services
• Demonstrating knowledge of design features and building facts to lead building tours.
• Supporting building and campus partners associated with University Libraries.

Required Qualifications

• High school graduate or equivalent.
• Minimum of three years of relevant work experience.
• Experience with various computer software applications such as Microsoft Office and/or equivalent.
• Demonstrated experience to successfully operate office equipment.
• Data entry experience.
• Typing and spelling competency with grammar and proofreading skills.
• Possess strong verbal and written communication skills.
• Demonstrated experience to successfully provide quality customer service.
• Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
• Ability to work under pressure and meet deadlines.
• Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
• Ability to successfully maintain positive intercultural and interpersonal relationships.

Preferred Qualifications:

• Demonstrated the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population to contribute to a healthy, inclusive working and learning environment.
• Demonstrated commitment to inclusion, diversity, equity, and accessibility.

Supervision Received

Receives general instruction from a designated supervisor but is generally expected to work independently.

Supervision Exercised

Hire, train, supervise, schedule, and coordinate the work of student employees and may act as lead worker to other PSS staff members within the department/unit/division.

Physical Demands

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

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