Pendergrass Library Public Services Supervisor (Days)

Pendergrass Library Public Services Supervisor (Days)

University Libraries, Webster C. Pendergrass Agriculture & Veterinary Library

Non-exempt, MR06

POSITION SUMMARY

The Pendergrass Library Day Supervisor is responsible for managing library public services and public services request workflows at Pendergrass Library during the daytime hours. This position supports the University’s educational, research, and outreach goals by providing excellent customer service at service points within the UT Libraries with tasks including: providing research assistance and assisting with all types of questions; providing access to materials in all formats, including equipment; fulfilling patron requests, troubleshooting and resolving patron problems; supporting patron use of technology such as large format and 3D printing; and enforcing and explaining policy. This individual must communicate effectively with UT faculty, staff, students, and the public, as well as with UT Libraries and campus partners. This position is accountable for providing work direction to those staffing the public service areas to ensure accurate and excellent customer service. This position facilitates training and provides work direction to Pendergrass Library student assistants and collaborates with the evening supervisor on all aspects of student library assistant work and supervision. This includes a high level of decision-making related to the implementation and interpretation of library policies and procedures, including security and student safety. The daytime supervisor also maintains and updates the Pendergrass website to communicate timely information to library users.

RESPONSIBILITIES

• Library and Customer Services
  • Opens Pendergrass Library and manages service delivery 1st shift, Monday - Friday
  • Provides in-person and online research assistance to all patrons, including faculty, staff, graduate students, undergraduate students, and members of the general public by analyzing users' information needs, determining appropriate library resources to use, and designing research strategies to meet those needs
  • Circulates library materials and technologies including, but not limited to, assistance with selection and location, checking in/out and renewing, adjusting loan periods as needed, placing holds, explaining policies, and inspecting and processing returns.
  • Fulfills course reserve requests for instructors.
  • Manages patron library accounts including but not limited to adding and collecting library fines and fees and placing and updating requests
  • Manages the collection of loanable technology, including: performs regular inventories of the collection, communicates with patrons about overdue equipment, manages acquisition and cataloging of new loaner technology, and provides support for patrons' use of the equipment
  • Engages in 3D printing services, including consulting with patrons, operating 3D equipment, and staying abreast of Pendergrass technology, policies, and procedures as they relate to 3D printing
  • Interprets library and university policies, procedures, and regulations to staff and patrons, using judgment to create exceptions as appropriate; mediates and resolves conflicts.
  • Provides oversight and directs the work of student assistants ensuring their tasks are completed accurately, policies and practices are followed, and service expectations are met. Assist in training of student assistants.
  • Liaises with appropriate campus partners and Pendergrass Library Director on facility, service, and security issues.
  • Processes daily deposits
• Manages Student Library Assistants (SLAs)
  • Hires, supervises, and trains student employees to provide front-line support in public services, collections maintenance, and large-format printing
  • Ensures their tasks are completed accurately, policies and practices are followed, and service expectations are met.
  • This position creates, reviews, and administers regular student assistant training and works to maximize their effectiveness through consultation with other library faculty and staff.
  • Ensures accurate time reporting/keeping and payroll for student assistants
  • Assists in development, maintenance, and implementation of up-to-date documentation and training materials and training program
  • Collaborates with other supervisors on development of the student assistant schedule and communicates changes as needed
  • Assists with development and maintenance of internal SLA policies and practices
  • With Director of Pendergrass Library and 2nd shift supervisor, evaluates and assesses student assistant needs and develops plans for student assistant utilization for each year
• Library and Departmental Duties
  • Develops and maintains the Pendergrass website, in consultation with Pendergrass colleagues and those in UT Libraries' Digital Initiatives department; evaluates the website's efficacy, makes and implements recommendations for improvement, and communicates recommendations to the team
  • Plans and develops library goals and objectives with the Director and other staff
  • In collaboration with Business Services Office personnel, orders regular supplies for large format printing, 3D printing, the computer lab, and general library use
  • Compiles and submits surplus requests
  • Assists in development of reports and assessment and unit documentation as needed.
  • Participates in Libraries' Public Services Group, recommending changes as needed to policies, procedures, and workflows to meet the evolving service needs of the University Libraries
  • Serves on University and Library committees

QUALIFICATIONS

Required

• High school diploma or GED
• Library experience or 2 years of work with the public
• Ability to work independently with minimal supervision
• Ability to work effectively in a collaborative team environment
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Ability to train, direct, and evaluate the work of others
• Effective applied customer service skills, including good negotiation and mediation skills
• Effective oral and written communication skills
• Ability to make sound decisions and solve problems with creativity and flexibility
• Ability to balance multiple tasks and set priorities
• Ability and willingness to learn new technologies, tasks, and procedures
• Knowledge of Windows and Mac operating systems and familiarity with MS Office applications
• Demonstrated initiative, flexibility, and ability to work effectively to complete assignments as scheduled and with minimal errors
• Ability to learn integrated library systems
• Knowledge of research methods and tools, such as online databases, web-based resources, and other reference sources

Preferred

• Bachelor’s degree
• Supervisory experience
• Demonstrated experience with a variety of technologies (hardware & software)
• Knowledge and skills in information-based technology related to research and student learning
• Knowledge of integrated library systems, Ex Libris Alma preferred
• Experience with and skill using WordPress or other web design tools
• General technology skills, including provision of tech support and maintaining and troubleshooting library equipment

The UT Libraries champions diversity in collections and staffing. The University of Tennessee is committed to creating a welcoming environment. More information about how we put our principles of civility and community into action is available at https://www.lib.utk.edu/diversity/.

Application Procedures

A background check is required prior to hiring. In order to be considered for candidacy, you must submit a cover letter addressing the above qualifications and a current resume.

For assistance or questions about using the UT online application system, contact University of Tennessee Human Resources:

105 Student Services Building, Knoxville, TN 37996-0213

Office Hours are 8:00 a.m. to 5:00 p.m.

(865) 974-6642