Director of Public Services

ELKHART PUBLIC LIBRARY•Elkhart, IN

9d•$85,300 - $127,900•Hybrid

About The Position

The Director of Public Services is a senior operational leader responsible for the strategic direction, administration, and continuous improvement of public-facing library services across a multi-branch library system. Working in close partnership with the Executive Director and administrative leadership team, this position ensures the effective delivery of high-quality and responsive service delivery to meet community needs. This role provides direct leadership to department heads and oversees system-wide public service functions including circulation, reference, youth services, programming, and customer experience. The Director serves as a key liaison between senior leadership and operational teams, ensuring alignment in priorities, policies, and service delivery.

Requirements

Master’s degree in Library Science (MLS/MLIS) from an American Library Association (ALA)-accredited program required
Current or ability to obtain appropriate state public library certification within six (6) months of hire
Minimum of five (5) years of progressively responsible professional library experience; public library experience strongly preferred
Minimum of three (3) years of supervisory or managerial experience, including oversight of professional staff
Experience in multi-branch systems, public services, or community-focused organizations
Valid driver’s license and acceptable driving record with certificate of coverage or insurability
Strong commitment to public service and equitable access to library resources
Knowledge of modern public library practices, procedures, and service strategies
Ability to develop and implement policies, procedures, and service strategies that promote consistency and efficiency
Strong budgeting, financial management, and resource allocation skills
Ability to analyze data, evaluate outcomes, and make evidence-based decisions
Knowledge of management principles including personnel supervision, performance management, and team development
Excellent interpersonal, leadership, and coaching skills; ability to build trust and collaborate across teams
Excellent problem-solving and conflict resolution skills, including handling escalated patron or staff matters
Ability to build relationships with diverse stakeholders and community partners
Strong project management and organizational skills
Proficiency with library systems (e.g., integrated library system), Microsoft Office suite, and standard business technologies
Ability to work both independently and collaboratively in a dynamic environment
Excellent written and verbal communication skills
Ability to effectively present information, facilitate discussions, and communicate with diverse audiences including staff, leadership, and the public
Ability to prepare reports, policies, and procedural documentation
Ability to communicate effectively in person and through various communication methods
Ability to travel and move between multiple locations and remain active throughout the workday
Ability to sit, stand, walk, and engage in frequent movement and interaction
Ability to occasionally lift or move materials (up to 40-50 pounds)
Ability to perform tasks requiring reaching, bending, or crouching

Nice To Haves

Spanish or bilingual skills are a plus

Responsibilities

Provides system-wide leadership for all public service departments across multiple locations, ensuring consistent, high-quality service delivery
Serves as a key member of the senior leadership team, contributing to strategic planning, organizational priorities, and policy development
Serves as an acting administrator in the absence of the Executive Director, as delegated
Ensures effective, customer-focused execution of services across circulation, reference, youth services, programming, and related areas
Oversees the development, implementation, and evaluation of public programs and services across the library system
Evaluates trends in library services, technology, and related library area of expertise to guide innovation and service delivery
Promotes a culture of service excellence and continuous improvement
Addresses escalated patron matters and interprets policy to resolve complex service issues
Develops, reviews, and refines operational policies and procedures related to public service delivery
Makes data-informed decisions regarding programs, service models, staffing, and resource allocation to maximize community impact
Performs administrative, customer service, or operational support duties as needed to ensure continuity of service
Oversees departmental budgets, including materials, programing, and operational expenditures while ensuring fiscal responsibility
Ensures effective development, coaching, and engagement of public service staff, including recruitment and retention
Promotes cross-functional teamwork and system-wide consistency
Represents the library in the community, building relationships with schools, government, nonprofits, and other organizations, as applicable to role scope
Identifies and develops collaborative opportunities that enhance library services to expand community impact
Serves as a visible ambassador for the library and its mission
Facilitates communication and collaboration with other divisions (e.g. branches, technical services, marketing, etc.) to ensure alignment of services and messaging
Directly supervises Department Heads and indirectly oversees public services staff
Provides leadership, coaching, and development to direct reports
Carries out supervisory responsibilities in accordance with library policies and applicable laws, including: Workforce planning, staffing, and delegation, Performance management and evaluation, Employee development and training, Conflict resolution and corrective action

Benefits

Medical: Choice of two Auxiant plans: PPO Buy-Up or HDHP Core. Preventive care is covered at 100% in-network on both plans.
Marathon Health: Primary care, urgent care, many labs and common generic medications at no out-of-pocket cost for employees and covered dependents enrolled in an EPL medical plan.
Prescription support: True Rx pharmacy benefits plus SHARx specialty-drug advocacy at no additional cost to medical plan members.
Health Savings Account: Employees enrolled in the HDHP may be eligible to contribute pre-tax dollars to an HSA.
Dental: Humana plan with a $0 deductible; preventive services covered at 100%, basic services at 80%, and major services at 50%.
Vision: VSP coverage with a $20 eye exam copay, frame/contact allowances, and employee-only coverage at no payroll cost.
Life & AD&D: EPL provides $20,000 of basic life insurance and $20,000 of AD&D insurance at no cost to eligible employees.
Optional coverage: Voluntary life/AD&D, short-term disability, long-term disability, accident insurance and critical illness insurance are available for employee purchase.
Paid vacation, PTO and holiday benefits are available to eligible employees scheduled at least 20 hours per week, with amounts varying by category and scheduled hours.
Vacation: Eligible employees begin accruing vacation immediately. Full-time vacation starts at 10 days per year for pay grades 2-12 and 15 days per year for pay grades 14-24, with additional vacation earned as service increases. Eligible part-time employees receive a prorated amount.
Medical PTO: Full-time employees receive 22 hours quarterly (88 hours annually). Part-time employees scheduled 20 hours receive 11 hours quarterly; employees scheduled 21-39 hours receive a prorated amount.
Personal PTO: Full-time employees receive 6 hours quarterly (24 hours annually).
Holidays: EPL observes 11 paid holidays for eligible employees: 8 closed holidays and 3 floating holidays. Holiday pay/credit is based on one-fifth of the employee's average workweek.