Assistant Head of User Services

University of Chicago•Hyde Park, IL

6d•Onsite

About The Position

Under the direction of the Head of User Services, the Assistant Heads of User Services (3) work in collaboration with each other across all three positions to perform their work. The Assistant Heads of User Services are responsible for planning and supervising user and access services for the Regenstein, Crerar, Eckhart, and Social Work Libraries. Each Assistant Head of User Services will have primary responsibility for defined functional areas and direct reports, while working collaboratively to ensure consistency across all User Services operations. All Assistant Heads are expected to maintain sufficient cross-training to provide coverage and serve as backup for one another as operational needs require. Responsible for ensuring building and library security and providing controlled 24-hour/365-day-per-year access to spaces. Oversees Regenstein’s Entry Desk and entries to Regenstein, Crerar, Eckhart, and Social Work libraries and in collaboration with buildings managers at non-Regenstein campus libraries. Responsible for interpreting and enforcing Library policies to maintain a scholarly environment throughout Regenstein, Crerar, Eckhart, and Social Work libraries. Provides and promotes excellent customer service to Library patrons across all areas of responsibility. Provides supervision and oversight across four service points, including Regenstein which has extensive operating hours and is the largest and most heavily used campus library, with more than 1.2 million annual users. Oversees lending of materials from circulating collections, course reserves, and interlibrary loan.

Requirements

Minimum requirements include a college or university degree in related field or an equivalent combination of education and experience.
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
Knowledge of workstation applications, including Microsoft Office, email, and the internet.
Ability to learn a range of position-related software applications.

Nice To Haves

Bachelor’s Degree.
5-7 years previous customer service experience in a high-volume library or related setting.
Minimum 1 year of successful supervisory experience strongly preferred.
Working knowledge of library procedures strongly preferred.
Supervisory experience in a library setting strongly preferred.
Experience in a higher education environment strongly preferred.
Understanding and working knowledge of library management systems (e.g., FOLIO, Alma, Voyager, etc.) strongly preferred.
Experience with scheduling software (e.g., When2Work, LibStaffer, etc.) strongly preferred.
Experience with customer service ticketing systems strongly preferred.
Possess a strong customer service orientation.
Demonstrated ability to utilize emotional intelligence to interact with users and staff professionally, respectfully, and empathetically strongly preferred.
Ability to supervise and manage and coordinate the work of team members strongly preferred.
Demonstrated ability to strongly preferred.
Critical thinking and problem-solving skills (utilizing appropriate resources to resolve issues) and exercise sound judgment.
Great attention to detail, accuracy, and organizational skills.
Ability to build high preforming team and drive engagement.
Ability to communicate effectively and with influence, both in writing and orally.

Responsibilities

Supervises union clerical staff, non-union circulation supervisors, and student employees across all areas of responsibility.
Establishes work priorities and performance standards for staff.
Ensures appropriate staff coverage of circulation service points and entry desks during all hours of operation.
Makes considered recommendations to the Head of User Services for emergency closing of service points due to staffing constraints or weather conditions, giving priority to essential operations, redirecting staff as needed.
Oversees, distributes, and monitors work and ensures routine tasks are completed in a timely manner.
Develops and maintains departmental documentation.
Communicates policies and departmental guidelines, plans, and procedures to staff.
Establishes and models excellent customer service standards for staff at all service points in consultation with the Head of User Services.
Oversees the consistent application of service standards for patron interactions in-person, by phone, and via online ticketing, coaching staff when necessary.
Provides necessary and ongoing training for staff, including but not limited to, customer service, de-escalation, privacy, and software.
Oversees daily use of various work-related systems as they relate to the unit (including circulation, entry control, building security, room reservation, and patron ticketing), provides initial troubleshooting of problems, and reports issues to appropriate staff.
Works collaboratively with the Head of User Services and other Assistant Heads, as well as with key Library and University stakeholders, to meet department objectives.
Gathers, analyzes, and reports statistical and other management information, including library statistics and ad hoc reports and inquiries.
Serves on occasional working groups that establish policies, develop training, and promote consistent deployment of services.
Serves as backup as required for other Assistant Heads, including for oversight of work and payroll time approvals.
Oversees the work of all supervisors and clerical staff across relevant service points while on duty or when primary supervisor is unavailable.
Oversees access and entry procedures at library locations including library public spaces and controlled access.
Works with the Head of User Services to develop and maintain access procedures and procedures for handling security issues.
Enforces library policies and maintains a safe, scholarly environment; de-escalates conflicts, resolves patron issues, and documents incidents as needed.
Supports staff through guidance, training, and follow-up related to incident response.
Uses judgement to determine when patrons should be temporarily removed from Library premises.
Makes considered recommendations to assist the Head of User Services and the Director of Access Services in determining when to issue a no-trespass warning under University policy.
Works with Allied Universal to provide staffing for daily building sweeps at closing, extended study during the academic quarter, other building security, and to cover gaps in entry desk coverage as needed.
With the Head of User Services, keeps the library hours page and Google business listings for all campus libraries updated.
Provides patron service at circulation service points, including opening or closing, moving between Regenstein, Crear, Eckhart, Social Work and Mansueto as required.
Manages daily circulation workflow including lending of materials awaiting pickup, course reserves, Interlibrary loan, and general collections.
Explains and interprets circulation policies to patrons.
Resolves the most difficult problems or refers them to other staff as appropriate.
Answers inquiries and appeals concerning overdue items, recalls, reserve problems, fines and related problems, including patrons reported to collections agencies, in person, over the phone, and via online ticketing system.
Responsible for collection of fines and fees.
Under the direction of the Head of User Services, works with ILS and key library stakeholders to ensure circulation systems settings are aligned with policies and procedures; coordinates and delegates regression testing ahead of system upgrades
Maintains guidelines, policies, and procedures for the unit.
Manages unit communications, which includes the unit's web site.
Monitors building security and provides the initial response to emergencies and issues related to building access and security.
Performs other related work as needed.