SENIOR LIBRARY CUSTOMER SERVICES SUPERVISOR

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

SUMMARY DESCRIPTION

Under general direction, supervises, assigns, reviews, and participates in the work of staff assigned to the Customer Services Division of the library including those assigned to circulation, volunteer operations and library security; ensures work quality and adherence to established policies and procedures; and performs the more technical and complex tasks relative to assigned area of responsibility.

DISTINGUISHING CHARACTERISTICS

This position is distinguished from the Library Customer Services Supervisor by the increased responsibility and the complexity of duties assigned. This position is responsible for the supervision of the Customer Services Division, volunteer services, security operations for the Main Library, and represents the Division in Department meetings. Employees are required to be fully trained in supervisory principles and practices as well as all policies and procedures related to circulation, volunteer services and operations, security procedures and customer service.

REPRESENTATIVE DUTIES

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

• Plans, prioritizes, assigns, supervises, reviews, and participates in the work of staff responsible for providing circulation, volunteer operations, and library security.
• Establishes schedules and methods for providing assigned services and activities; identifies resource needs; reviews needs with appropriate management staff; allocates resources accordingly.
• Participates in the development of goals and objectives as well as policies and procedures; conducts studies and makes recommendations for changes and improvements to existing standards, policies, and procedures; participates in the implementation of approved policies and procedures; monitors work activities to ensure compliance with established policies and procedures.
• Participates in the selection of assigned supervisory and non-supervisory staff; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline procedures.
• Supervises the work of staff responsible for performing a variety of routine circulation and customer services duties such as registering customers and issuing library cards, checking out books, magazines, audiovisual materials and other items, receiving returned materials and computing and collecting fines.
• Serves as liaison between library administration and the community; provides information, assistance, and advice on a variety of matters pertaining to Library services and functions; interprets and explains Library policies and regulations; resolves complaints in an efficient and timely manner.
• Assists with promoting Library services and functions including developing and coordinating outreach and promotional efforts for assigned area.;
• Participates in the preparation and administration of the assigned program budget; submits budget recommendations; monitors expenditures.
• Maintains records concerning operations and programs; prepares reports on operations and activities.
• Attends and participates in professional group meetings; maintains awareness of new trends and developments in the library field, including emerging technologies in integrated library systems, security practices and volunteer use; incorporates new developments as appropriate into programs.
• Performs related duties as required.

QUALIFICATIONS

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

• Operations, services, and activities of a library.
• Library terminology, practices, and procedures.
• Principles of supervision, training, and performance evaluation.
• Principles and practices of a wide variety of public library services.
• Automated library information systems, software and equipment usage.
• Departmental operations, objectives, policies and procedures.
• Theories, principles and practices of volunteer use in a library setting.
• Principles and practices of security of library materials and public safety.
• Customer service principles and practices.
• Methods and techniques of public relations.
• Basic principles and practices of municipal budget preparation and administration.
• Principles and procedures of record keeping.
• Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.

Ability to:

• Coordinate and direct assigned library services including circulation, volunteer operations, and library security.
• Supervise, organize, and review the work of assigned supervisory and non-supervisory staff.
• Participate in the selection, training, and evaluation of assigned staff.
• Effectively plan, organize and direct the work of professional and paraprofessional staff and volunteers.
• Prepare clear and concise reports, correspondence and other written materials.
• Maintain accurate and complete files.
• Analyze service and resource problems and evaluate alternatives and courses of action to resolve problems.
• Mitigate and resolve customer service issues.
• Operate office equipment including computers and supporting word processing, spreadsheet, and database applications.
• Operate library automation system.
• Adapt to changing technologies and learn functionality of new equipment and systems.
• Contribute to a successful team effort.
• Participate in the preparation and administration of assigned budgets.
• Plan and organize work to meet changing priorities and deadlines.
• Effectively represent the City to outside individuals and agencies to accomplish the goals and objectives of the unit.
• Respond tactfully, clearly, concisely, and appropriately to inquires from the public, City staff, or other agencies on sensitive issues in area of responsibility.
• Demonstrate an awareness and appreciation of the cultural diversity of the community.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training: A Bachelor’s degree from an accredited college or university with major course work in library studies, business administration, public administration, liberal studies or a related field. Related experience within area of assignment may substitute for education. A Master’s of Library Science (MLS) from ALA-accredited university is preferred.

Experience: Four years of increasingly responsible library work experience involving clerical, patron contact, or technical support experience and one year of direct supervisory responsibility.

License or Certificate - Possession of an appropriate, valid driver’s license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Standard office setting. Exposure to heat and humidity working outdoors at special events; noise of crowds and groups of people; temperature variations, within the building and from indoors to outdoors; possible mechanical hazards of equipment and large quantities of books and papers. Book dust and mold is constant in a library facility. Work is performed in 80-hour bi-weekly work periods, with unscheduled breaks. Occasional overtime may be required for adequate staffing of library facilities, and incumbents may be required to work weekends, nights and holidays. Work is performed primarily indoors at library facilities. Work setting is formal, team-oriented, having both routine and variable tasks. Work pace and pressure in variable but frequently fast-paced and high-pressure.

Physical: Primary functions require sufficient physical ability to work in an office setting and operate office equipment. CONTINUOUS walking; lifting objects weighing up to 10 lbs. from below waist to above should level and transporting distances up to 500 yards; fine finger dexterity and light pressure to operate keyboards, calculators, and telephones; pinch grasp to hold books, writing materials. FREQUENT standing, sitting, bending and stooping, squatting, reaching above and at should level, pushing/pulling, twisting at the waist, upward and downward flexion of neck, side to side turning of neck; lifting objects weighing 11-15 lbs. From below waist to above shoulders and transporting distances of up to 500 yards; moderate wrist torque to operate and adjust equipment such as printers and computers. OCCASIONAL climbing, kneeling; lifting objects weighing 26-50 lbs. from below waist to waist level, with or without assistance, and transporting distances of up to 10 feet. INFREQUENT crawling, balancing above ground, lifting objects weighing 26-50 lbs. from chest level to above shoulder level, with or without assistance, and transporting distances of up to 10 feet; lifting objects weighing 51-75 lbs. From below waist to shoulder level, with assistance, and transporting distances of up to 5 feet; strong grasp to lift equipment or boxes of books.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing: Hear in the normal audio range with or without correction.

Date: November 2006
Johnson & Associates

Revised: December 6, 2006
Library/HR