Information & References Services Manager

KANSAS CITY PUBLIC LIBRARY•Kansas City, MO

12h•$63,026•Onsite

About The Position

Based at the Central Library and serving the broader library system, the Information & Reference Services Manager provides strategic leadership, direction, and vision for modern reference and information services. Under the general supervision of the Director of Central Library Operations, this role oversees a reference team and ensures the delivery of high-quality reference services in person, over the phone, through email, and utilizing our chat platform. This role is also responsible for reimagining, evolving, and expanding what reference means in a modern and urban public library. Oversees operations in our One North Computer Lab and ensures the cross training of Associate level positions on the Customer Services team. Works with Director of Central Library Operations on refining policies, advancing innovating programming, and providing community centered services. This is a full-time, exempt position with a starting salary of $63,026, plus excellent benefits. Schedule Monday - Friday: 8:30 am - 5 pm. Note: Occasional evenings & weekends based on need. Location Central Library: 14 West 10th Street, KCMO, 64105.

Requirements

Ability to work during all hours of operation should staffing needs arise.
Demonstrated ability to interact and communicate successfully with staff and public in-person, through writing, and by telephone.
Demonstrated ability to engage the community and plan and execute programming based on community needs.
Demonstrated ability to organize work effectively, lead, coach, and direct personnel.
Demonstrated ability to collaborate with a diverse group of staff; serve as a positive role model.
Demonstrated ability to produce and review a wide variety of library materials, written correspondence, reports, and related materials - both electronic and hard copy form.
Demonstrated ability to follow oral and/or written instructions.
Strong public relations and public presentation skills.
Proven skills in goal identification and achievement.
Advanced computer skills with demonstrated ability to operate a keyboard and other assigned equipment.
Thorough knowledge of the principles and practices of professional library work, particularly leading reference services.
Considerable knowledge of current management practices.
Ability to speak and understand English is required. Additional consideration will be given to individuals that are proficient in any non-English languages used in Jackson County, MO including Spanish, American Sign Language, Vietnamese, French, Arabic, and Swahili.
Three or more years of customer service experience.
Previous supervisory or managerial experience; prefer at least three years experience or more.
MLS or MLIS degree or an equivalent combination of education and related experience.
Tolerance for dust and mold which permits the employee to perform assigned library operations throughout the building.

Nice To Haves

Previous experience in reference services preferred.

Responsibilities

Plans, coordinates, monitors, and evaluates goals and objectives of Central Reference Services, the One North Computer Lab, and Central Library; partners and cooperates with other departments and library locations to develop and implement effective services, programs, and procedures.
Engages, and directs staff to engage, the community and community organizations to identify information needs, offer solutions and promote library information and reference resources, including digital services.
Manages and develops the Library’s telephone and online reference services.
Directs use, promotion, and maintenance of reference resources including traditional print materials, digital resources, and expertise of personnel.
Works with the Collection Development department to identify reference material and resource needs for library system; assists in maintaining strong, up to date, vibrant Central collections and communicates collection needs to appropriate staff.
Serves as leading reference librarian and directs the delivery of high-quality library services including reference, information, reader's advisory, catalog assistance, customer account assistance, community referral and explanation of ILL services to facilitate effective use of library resources.
Assists Director of Central Library Operations with identifying inefficiencies in systems or processes to streamline or enhance services.
Keeps abreast of current trends and developments in profession and in the Kansas City community; performs duties requiring the exercise of professional skill, initiative, and independent judgment.
Performs other related work and undertakes special projects as assigned.
Ensures adequate staff coverage. This may include adjusting or augmenting own schedule if other staff cannot be found to provide coverage.
Directs personnel to assure productivity: interviews, selects, trains, schedules, develops, and evaluates staff; organizes, assigns, and reviews work; conveys information to staff and staff concerns to administration; participates on and leads committees and work groups.
Hosts regularly scheduled meetings to provide reference staff an overview of current library services and resources.
Ensures adequate staffing levels within budgetary limits; evaluates effectiveness of services offered; sets standards in accordance with library policy; provides consultation to staff system wide.
Supervises the One North Technology Center Supervisor.
Serves on Central Library’s management team focusing on the daily operation of the Central Library.
Serves as backup in the absence of the Director of Central Library Operations and the Customer Services Manager.
Prepares monthly report of activities and submits annual budget request.