Community Support Leader (40 hrs). Northern Lights Branch

Columbus Metropolitan Library • Columbus, OH

7d • $48,589 - $65,250 • Onsite

About The Position

Under the general guidance of a location Manager, this position is responsible for leading and supervising library staff to guide and support Columbus Metropolitan Library’s Life Skills Strategy at the library location. This strategy focuses on helping customers navigate and access resources and services and build skill in the areas of workforce development, adult education, digital equity and general social/human services.

Requirements

• Bachelor’s degree from an accredited college or university in Human Services, Social Work or similar area of study required.
• 3-5 years of experience in libraries, social services or similar field required.
• Supervisory experience required.
• Ability to use appropriate judgment in handling information and records.
• Ability to work independently with limited direction.
• Acts with the customer in mind using information gained from interacting with the customers. Meets the expectations and requirements of external and internal customers.
• Ability to effectively present in a variety of formal settings - one on one, group, peers, direct reports, etc. Command attention and manage group process.
• Ability to operate library technology including personal computer, email, software programs (i.e. Windows/Microsoft Office) and other job-related equipment and systems.
• Ability to utilize reliable transportation to promptly report to job assignment and other locations, per job requirements.

Responsibilities

• Leads staff in completing essential duties of library operations and customer service.
• Sets individual performance measurements for staff and holds them accountable as assigned. Responsibilities include coaching, managing, hiring, orienting and evaluating assigned team.
• Trains staff to perform job duties and tasks including applying and interpreting policies, procedures and service expectations.
• Interprets policies and procedures, resolves disputes and assists with problem solving at local and system level.
• Manages customer complaints until issue resolution is reached. Assists in the delivery of services to the customer at all service points. Maintains personal skills to assure quality of service in areas of library collections, technology, reference, readers’ advisory and circulation.
• Assists with developing location goals and objectives to enhance operations and customer service and, along with other location managers, is responsible for their execution.
• In coordination with the location manager, interacts with leadership, other departments and external partners on projects or issues impacting the location.
• Organizes and schedules team and its activities to deliver a high level of customer service.
• Communicates system initiatives to staff and customers.
• Assumes responsibility for the operation of the location in the absence of a manager and functions as a member of the location’s management team.
• Supports the development, coordination, implementation and promotion of Life Skills/Social Services programs at the location in areas such as adult education, health care, food insecurity, job training, digital skills, financial support and subsidized housing.
• Understands and applies a detailed approach to programming/training for customers and staff on the use of community resources. Supports training efforts from outside partners in the library location.
• Promotes the library and its services through community outreach, relationship building and information sharing with community partners. Leverages knowledge and relationships to bring relevant programs and services to library customers.
• May participate and present at local, state and national conferences.
• Maintains local databases, spreadsheets or other tools to use in referring customers to community/social services.
• Performs additional duties as assigned including serving on taskforces, committees, etc.

Benefits

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness.
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level