Job Description Summary:
GW Libraries and Academic Innovation (GWLAI) is a catalyst, a spark to generate new ideas and new possibilities. Responsive to the changing landscape of information and education, being sensitive both to traditional and emergent modes of communication, we bring together diverse constituents of faculty, students, and staff in a highly collaborative, dynamic, and deeply engaged intellectual community to support research, teaching and learning. As part of the larger George Washington University, we are a nexus where exciting things happen, where change happens, where growth happens. Reporting to the Library Manager, Access Services, the Library Coordinator works within the Division's Access Services team.
The Access Services Department manages four (4) major functions of the Gelman Library: Circulation Services, Resource Sharing, Entrance Services, and shelving. Resource Sharing is responsible for processing course reserves as well as consortium and inter library loan items, making materials accessible to patrons in print and electronically. Entrance Services is the first point of contact for all patrons and visitors to the Gelman Library. Entrance manages visitor sign-ins as well as the building Lost and Found and most keyed access to the building. The Circulation Services Desk is responsible for maintaining a high level of customer service, checking in and out circulating materials and collecting and assessing fines on customer accounts. The shelving function of the department is shared among all staff and is fielded through the Check Out desk, where staff prepares carts with materials to be re-shelved In the stacks areas.
The Library Coordinator, Access Services:
- Provides daily supervision of Access Services operations to ensure the quality of service expected by library patrons and other library departments.
- Assists Access Services Managers in providing initial and on-going training, development and evaluation of the Access Services wage staff.
- Engages in problem solving and decision making in relation to library policies and procedures, patron inquiries and complaints, however, escalates complex questions to management; utilizes a variety of technological systems to perform routine record maintenance activities.
- Oversees Access Services activities by monitoring desk schedule and directing staff 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; signing in visitors and verifying patrons.
- Handles facilities requests in the absence of Library Operations team during evening and weekend shifts.
- Delivers high level of customer service to library patrons in a fast-paced physical environment
- Interprets library policies and procedures and assists users in facilitating access to the building, collections, and services.
- Coordinates daily activities for two service desks by communicating work expectations to Access Services staff as written on the schedule and uses judgement to alter activities based on the need of the department.
- Works to solve complex questions and requests, and/or resolve problems, by exercising discretion and judgment in selecting the best solution based upon policies and customer circumstances. Consults with management as needed.
- Assists in training and monitoring staff on the use of automated systems such as Voyager and MyAladin, and other Access Services duties, including shelving, circulation and entrance services. Provides feedback to Access Services manager regarding employee performance.
- Provides feedback for and assists in development of user guides, patron handouts, training materials, using word processing and other software.
- Participates in shelving activities, which include sorting, shifting and shelving the collection according to Library of Congress call number system.
- Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
The position is based at GW's Foggy Bottom Campus in Washington, DC. The incumbent may perform other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
Identifies methods and approaches for the improvement of work processes and procedures and guides staff in making necessary changes.,
Performs specialized library support functions as needed.,
Assigns, monitors and coordinates the work of a group of library employees. Plans, monitors, and adjusts work flow.,
Maintains responsibility for the daily operation of a library unit and the supervision of the units support staff.,
Understands, applies and interprets operational policies for the unit. Serves as a primary source of information regarding established policies and procedures.,
Performs other work-related duties as assigned.,
Analyzes operational needs and communicates recommended changes in policy to senior level staff.,
Establishes, monitors, and assures adherence to performance standards.
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.
- Experience in a public or academic library or customer service environment is preferred.
- Customer service experience (preferably in a library setting).
- One year supervisory experience preferred
- Willingness, availability and flexibility to work a combination of daytime, evening, night, weekend and overnight hours.
- Ability to work independently and diplomatically with patrons and library staff.
- Ability to recognize the basic elements in a bibliographic citation.
- Knowledge of Library of Congress Call number classification, or ability to learn.
- Working knowledge of word processing programs, electronic filing, and ability to learn variety of systems and software including BANNER, Voyager and Illiad.
High school diploma/GED or equivalent combination of training and experience, is necessary plus 3 years of relevant experience, or a bachelor’s degree.
Special Instructions to Applicants::
In order to gain a better understanding of your experience, the professional experience section of your resume must include months in addition to years. For example, instead of "2014 – 2015," it should include "April 2014 – January 2015" or similar information.