Program Specialist (0097604)

University of Hawaii•Honolulu, HI

3d•Onsite

About The Position

The Program Specialist oversees an Access Services group at the University of Hawai'i at Manoa’s Hamilton Library, ensuring seamless operations and continuous coverage across public service points. The role leads the recruitment, onboarding, scheduling, training, and evaluation of student assistants and staff, supports staff in resolving difficult patron interactions, and remains engaged in daily service desk operations. The position manages circulation and related services for library resources, including holds, digital document delivery, course reserves, AV media, and microfilm. It oversees Business Window operations and related billing and revenue reconciliation, monitors student employee budget allotments, and coordinates special collection projects with other departments. The Program Specialist reviews and improves services, systems, workflows, and standard operating procedures; researches practices at peer universities; compiles statistics and operational reports; and leads meetings with unit supervisors while briefing the department chair. Additional responsibilities include inspecting public-facing service areas, maintaining equipment and supply inventories, overseeing the 3M Security Gate, providing basic reference and navigation assistance, and participating in UH system libraries Fulfilment Committee work.

Requirements

A baccalaureate degree in Information Science, Communication, Humanities, Social Sciences, or a related field, and three years of progressively responsible professional experience providing administrative support or supervision in public services, access services, collection management, or resource circulation in a library, educational, or information management environment; or an equivalent combination of education and professional work experience.
Considerable working knowledge of principles, practices, and techniques in information management specific to library materials access and circulation services, including a broad knowledge of pertinent standard and evolving concepts, principles, and methodologies.
Considerable working knowledge and understanding of applicable federal and state laws, rules, regulations, theories, and systems associated with organizing and providing access to information resources and library services.
Demonstrated ability to resolve wide-ranging complex problems using creative reasoning and logic to identify causes and determine effective, innovative, and timely resolutions.
Demonstrated ability to interpret and present information and ideas clearly and accurately in writing and verbally, including through reports and other materials.
Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team leaders, team members, and individuals.
Demonstrated ability to operate a personal computer and use word-processing software.
For supervisory work, demonstrated ability to lead subordinates, manage work priorities and projects, and manage employee relations.
Knowledge of library collection organization and management.
Knowledge of and experience using or working in an academic library setting.
Knowledge of and experience using an integrated library management system, such as Ex Libris or similar programs.
Experience supervising and training employees and others in technical processes, specialized equipment, and software use.
Excellent interpersonal and communication skills, including the demonstrated ability to work effectively and collegially with diverse individuals and groups.
Demonstrated ability to provide public-facing service transactions.
Proven ability to resolve complex problems using sound judgment, innovative reasoning, and effective prioritization.
Strong organizational, planning, and project management skills, including the ability to manage multiple priorities and meet deadlines.
Experience preparing and monitoring budgets and reporting on allocated funds in compliance with established guidelines and governmental policies.
Ability to evaluate operations, analyze data, and make evidence-based recommendations for improvement.
Skill in drafting, proofreading, and editing accurate reports and procedural and training documentation for support staff and student assistants.

Nice To Haves

Experience working within an academic community.
Familiarity with University of Hawai'i at Manoa Library systems, policies, and procedures.
Experience managing and supervising study room bookings, holds requests, and course reserves.
Experience using and managing microformat collections, including microfilm and microfiche, and viewing equipment.
Experience with fiscal or business transactions for collecting fines and fees.
Proficiency with databases, spreadsheets, and office productivity software to compile, manage, and present data.

Responsibilities

Oversee the designated Access Services group to deliver seamless operations and continuous coverage across all public service points.
Lead the recruitment, onboarding, scheduling, and evaluation of student assistants in collaboration with LT V staff, and review daily student reports to identify training needs or operational issues.
Design, implement, and update training programs for staff and student assistants covering library policies, workflows, and technical hardware and software.
Recommend, arrange, and participate in professional development opportunities.
Keep abreast of emerging library technologies and standards.
Conduct regular check-ins and formal annual performance evaluations for staff and student assistants, develop performance improvement plans as needed, and submit formal reports to Library Human Resources.
Support staff in managing difficult patron interactions and determine appropriate resolutions, including policy exceptions, hold adjustments, and fee waivers within established guidelines.
Maintain active engagement with daily operations and ensure proper coverage of the public service desk.
Manage circulation services, including access, circulation, and delivery services for library resources such as holds, digital document delivery, course reserves, AV media, and microfilm.
Oversee Business Window operations and supervise the billing supervisor (LT V) in collecting fines and fees, entering financial transactions, and reconciling daily revenue reports.
Monitor the student employee budget allotment and report discrepancies to the department chair and UHM Library Services Fiscal Office.
Plan, coordinate, and manage special collection projects, including inventory, shelf reading, and shifting or relocating materials, in collaboration with other departments.
Periodically review and assess circulation services, online system capabilities, and workflows, and develop and recommend efficiency improvements.
Support the department chair in researching best practices at peer universities and recommend service additions, updates, or discontinuations.
Collaborate with the department chair to establish, implement, and monitor standard operating procedures based on library policies and industry best practices.
Compile statistics and prepare comprehensive operational reports on circulation functions and special projects in collaboration with the department chair.
Lead regular meetings with unit supervisors and brief the department chair on operational updates.
Conduct periodic inspections of public-facing service areas, including the Circulation Counter, Business Office, AV/Microform Center, and study rooms, to ensure compliance with UH safety and quality standards.
Maintain an updated equipment inventory for warranty and maintenance tracking; process repair or replacement requests and maintain optimal department supply levels.
Oversee the 3M Security Gate, ensure daily counts are recorded, arrange regular cleaning, and arrange service as needed.
Provide basic reference and library navigation assistance to patrons.
Support general Access Services department tasks and special projects as needed.
Participate in UH system libraries Fulfilment Committee work.
Perform other duties as assigned.