Community Support & Safety Specialist

City of Grand Rapids•Grand Rapids, MI

12d•Hybrid

About The Position

This full-time position is a support role working with the Community Support & Safety Department at Grand Rapids Public Library. This position works closely with GRPL patrons, Grand Rapids community service providers, GRPL staff, and security personnel to help vulnerable patrons connect to needed resources. A key function of this position includes investigating, processing, and tracking data around Incident Reports and Monitoring Logs. This includes security footage review, conversations with staff, and discussing situational next steps with management. This position also de-escalates situations and facilitates resource connections with patrons. This role has duties related to patron and staff safety and security, including regularly serving as Supervisor in Charge for the library system. Work is performed under the general direction of the Community Services Manager. This position requires the ability to travel to all 8 GRPL locations in the performance of some duties. This position is regularly scheduled at the Main Library : Monday 9:00 am - 6:00 pm Tuesday 12:00 - 9:00 pm Wednesday 9:00 am - 6:00 pm Thursday 9:00 am - 6:00 pm Alternating Friday/Saturday 9:00 am - 6:00 pm

Requirements

High school diploma or a GED
Possession of a valid driver license and vehicle insurance, as well as the ability to provide own transportation to GRPL locations and community meeting locations

Nice To Haves

Bachelors degree
2 years experience in human services or social work settings
Experience providing resource navigation services, working with people experiencing mental health crises, and safely de-escalating aggravated situations
Ability to communicate effectively in Spanish

Responsibilities

Builds rapport and trust with patrons and community members when representing GRPL.
Applies de-escalation techniques to handle challenging interactions and resolves conflicts calmly.
Effectively communicates with staff and patrons during and after escalated situations.
Investigates and researches Incident Reports and Monitoring Logs and completes the associated clerical tasks accurately.
Exercises sound judgment as Supervisor in Charge.
Contributes to the planning and rollout of library safety and security infrastructure and manages inventory of safety supplies.
Assists with training staff and coordinating staff training opportunities.
Connects community members and vulnerable patrons to appropriate internal and external resources both on and off site.
Researches, develops, and maintains networks of community-based support services in partnership with the Library Resource Navigator.
Provides professional, friendly service to library patrons and coworkers in-person, over the phone, and in writing in a manner that meets GRPL expectations around customer service.
Handles circulation tasks, issues library cards, and resolves account issues with clear communication.
Manages administrative workflows, data entry, and report generation independently.