Catalog        ALADIN        Site Index        Ask A Librarian

THE GELMAN LIBRARY

DEPARTMENT/UNIT:  ACCESS SERVICES DEPARTMENT / SERVICE DESKS

JOB CLASSIFICATION TITLE:  LIBRARY MANAGER I                       GRADE: 12
POSTING#: 0600269  

FUNCTIONAL JOB TITLE: MANAGER, CIRCULATION/ACCESS DESK

PURPOSE:
Provides daily supervision of circulation desk operations to ensure the quality of service expected by library patrons and other library departments.    Assists the Unit Manager in providing initial and on-going training, development and evaluation of the circulation desk wage staff.  Engages in problem solving and decision making in relation to library policies and procedures, patron inquiries and complaints; utilizes a variety of technological systems to perform routine record maintenance activities.

MAJOR RESPONSIBILITES:

  1. Assumes responsibility as shift supervisor of the Circulation Desk on evenings and weekends as assigned.
  2. Assists in training and monitoring wage staff on the use of automated systems such as  Voyager and Millenium (on-line circulation systems) and myALADIN.
  3. Directs desk attendants in providing services which include registering patrons, checking-out  and renewing library and consortium materials, collecting library fines/fees and recording payments in the libraries integrated database, issuing library cards; responding to inquiries and directional questions, and making appropriate referrals.
  4. Interprets library policies and procedures and assists users in facilitating access to collections and services.
  5. Handles patron complaints and special requests, sorts out complex questions, and consults with unit managers for appropriate action.
  6. Maintains continuity of desk service by monitoring desk schedule and directing staff to perform assigned tasks.
  7. Assists in development of user guides, patron handouts, training materials, using word processing and other software.
  8. Participates in reserve shelving activities which include sorting, shifting and shelving the collection according to Library of Congress call number system. Attends and participates in weekly desk supervisor meetings to exchange information, ideas and customer service experiences.
  9. Acts as a resource for building access staff in the absence of Building Operations Supervisor
  10. Performs related duties as assigned.  May be assigned to other duties depending on departmental priorities.

NATURE AND SCOPE:

A. Organizational: Operates as part of the Access Services Department reporting to the unit manager. Routinely interacts by phone, by e-mail  and in person with library patrons and with staff and supervisors in other library departments. 
As a member of the collaborative organization, this position is expected to actively participate in group meetings and to communicate effectively with staff members from other Departments and Units.

B. Supervisory Responsibility: Acts as shift supervisor and provides direction to 10-15 student assistants that work in the service desk units of the Access Services Department.

C. Working Relationships and Skills Requirements: This position requires working with both people and computers.  Desk supervisors provide problem-solving support to wage staff at the desk, as well as assist in staff training and development.  These duties require the following educational and skill qualifications:

  1. High school diploma or equivalent combination of training and experience.
  2. Three years of progressively responsible experience in a customer service environment, to include one year of supervisory experience.
  3. Using the English language, must demonstrate the ability to:
    1. provide routing information about existing policy and procedure, by phone, written correspondence, e-mail, and in person
    2. actively listen and respond to routine inquiries and complaint
    3. correctly refer patron to manager or other service points
    4. ability to prioritize and individually handle simultaneous events and situations that occur during peak periods within a shift.
    5. give verbal instructions to wage hour staff
    6. write factual information in an operations log
  4. Ability to recognize the basic elements in a bibliographic citation.
  5. Ability to work independently and diplomatically with patrons and student assistants.
  6. Ability to give attention to detail.
  7. Willingness to learn computer skills on a variety of systems and software including BANNER, Colonial Mail, Voyager and Millenium, word processing and spreadsheet software applications
  8. Typing skills of 30-50 wpm is desirable
  9. Ability to push and pull heavy book trucks and book tubs is required.
  10. Ability to work evening and weekend shifts is required.

D. Problem-Solving and Decision-Making: In general, this highly visible and dynamic position actively applies existing procedures and policies under the daily direction of the Unit Manager.  When solving patron-related problems, this position, in the absence of the Unit Manager, exercises discretion and judgment in selecting the best solution based upon policies, and customer circumstances.  Solutions are reported to and reviewed by the Unit Manager.

E. Authority/Autonomy: Provides both written and oral reports to the Unit Manager  
on a regular basis.  Report content focuses upon the following areas: Patron problems that occurred during designated shift, equipment or technical problems, identification of desk activity patterns which may require department attention, volume of work load and the status of ongoing projects, and personnel/staff problems. 

F. Working Conditions: The incumbent generally performs job duties in a normal business office environment. This involves working while sitting at a desk for extended periods of time. The job also includes significant event planning and execution, which requires a significant level of physical activity, including standing, walking, and occasionally lifting office supply items that may weigh up to 20 pounds. Additionally, the incumbent may be required to attend meetings in other offices, or deliver and/or retrieve information from other offices around campus. May lift and carry books, and may be required to climb ladders to reach high stacks.  

To apply for this position, please submit your resume, cover letter, and salary history to:
The George Washington University
Staffing & Compensation Services
Human Resource Services
Apply Online: http://www.gwu.jobs
In your cover letter, indicate the position you are applying for with the posting number listed to each job title.