Head of Access Services

City of Janesville Wisconsin•Janesville, WI

1d•Onsite

About The Position

Under general direction of the Library Director, the Head of Access Services is responsible for the development, delivery, and evaluation of the library’s circulation and access services. The position plans, directs, and assesses daily operations; establishes work priorities; plans improvements; delegates responsibilities; and ensures reliable, welcoming, equitable, and secure access to library collections and services. The Head of Access Services supervises Public Services Assistants, Shelvers, and volunteers; develops procedures and recommends policies; models exceptional customer service; guides staff through workflow and service-model changes; serves as a member of the library’s four-person Security Team.

Requirements

Graduation from an accredited college or university with a bachelor’s degree.
A minimum of five years of progressively responsible experience in public library circulation or access services, customer service operations, or a comparable public-facing service environment is required.
A minimum of five years of supervisory experience, including responsibility for scheduling, training, coaching, and performance management, is required.
Access to personal or public transportation for job-related duties is required.

Nice To Haves

A master’s degree in library and information science, public administration, business administration, management, or a related field is preferred.
Experience managing public library circulation or access-services operations, including patron accounts, materials handling, shelving, service-point staffing, and workflow improvement, is preferred.
Experience working with a shared integrated library system or public library consortium is preferred.
Bilingual proficiency in English and Spanish, including the ability to communicate effectively with Spanish-speaking patrons, is preferred.

Responsibilities

Directs and evaluates Access Services operations, including circulation, patron accounts, holds and returns, materials handling and shelving, remote returns, self-service technologies, payments, and public service points.
Supervises Public Services Assistants, shelvers, and volunteers, including hiring, onboarding, scheduling, training, coaching, evaluation, performance management, and work assignments.
Develops and maintains departmental procedures, staffing plans, and service standards to ensure consistent, efficient, and high-quality service during all library open hours.
Provides leadership in customer service, resolving escalated patron concerns, account issues, complaints, policy questions, and requests for exceptions using sound judgment and de-escalation techniques.
Serves on the library Security Team, trains new Persons in Charge, serves as Person in Charge as scheduled, and supports staff during security incidents and emergencies.
Models exceptional customer service and resolves escalated patron questions, account disputes, complaints, policy interpretations, and requests for exceptions using tact, de-escalation, sound judgment, and established authority.
Uses service data, patron needs, and staff feedback to improve operations, recommend policy or workflow changes, and plan departmental goals, technology, equipment, staffing, and other resources.
Participates on the library management team and assigned committees, contributing to strategic planning, policy development, organizational priorities, and communication between administration and Access Services staff.
Follows all safety regulations, policies, and procedures; reports all unsafe conditions and acts to supervisor; reports all accidents to the supervisor immediately whenever possible; follows recognized safe work practices.
Performs other special projects and job duties as assigned or required during regular and non-business hours.
All employees may be assigned by the City Manager or their designee to perform duties and assume responsibilities outside the scope of their regular work duties when the City Manager has declared a City disaster or the City Emergency Operations Center has been initiated.