POSITION OBJECTIVE

Working under occasional supervision, the Library Assistant 4 reports to the Library Assistant 5 daytime supervisor in Access and Resource Services and operates as a library specialist in resource-sharing within the Knowledge and Creativity Commons. Work is subject to review within guidelines established by both the primary and secondary supervisor. Advanced knowledge of functional area policies and procedures is expected at this level with the ability to take responsibility for the unit in the absence of more senior staff. The Library Assistant 4 manages workflows and oversees technical processing for interlibrary loan and may hire, schedule, and train staff, temporary employees, and students.

ESSENTIAL FUNCTIONS

Coordinate interlibrary loan/ resource sharing. Perform specialized duties (interlibrary loan, cataloging, etc.) requiring the independent application of library and resource sharing policies and procedures. May resolve shipment and processing issues, manage a service platform which may include system upgrades, customizations, and vendor engagement. Engage in regular correspondence. Resolve problems. Provide advanced knowledge of area policies and procedures through various formats and customer service as needed. (25%) Facilitate scholarly publishing and digital repository activities. Reporting to supervisor, provide support for the daily operations, including depositing and ingesting scholarly materials, ensuring compliance with metadata standards, accessibility guidelines, and troubleshooting deposit issues. Provide technical assistance, information about policies and procedures, and provide training to users. (18%) Provide first-contact customer service at all physical and online service points within the Commons, including training and maintenance of equipment, knowledge of collections and access within the physical stacks and the online catalog, general reference assistance, knowledge of the Freedman Center equipment and digital services, oversight of spaces, referrals, and directional assistance. (12%) During weekends, oversee all level one service center activities, including staff supervision and scheduling, first-contact customer service support, problem resolution, payment management, and all facility and safety issues. Launch resource sharing duties. Respond to a variety of overnight issues and confirm resolution or effective referral. Responsible for the area in the absence of more senior-level staff. (8%) Oversee the work of student employees for the area; provide training; assign work; monitor and deliver feedback about work performance to the supervisor. (6%) Operate as the designated contact for the HathiTrust Accessible Text Request Service and the Kelvin Smith Library Authorized Borrower service. Address all user and vendor needs in this area. (6%) Responsible for the oversight of library fines payments, serve as the point of contact for user support, report monthly payment records, verify user access, report any system issues, and follow until resolution. (6%) Participate in service on committees and working groups and engagement opportunities as needed. Attend learning sessions to maintain awareness of current trends and developments and engage in developments in operations. (6%) Contribute to a work environment that promotes and maintains an environment and culture of empathy, collaboration, and respect. (6%) Recommend, implement, evaluate, and ensure adherence to customer service operating policies and procedures and adjust, as needed, to ensure effective and efficient operations; contribute engagement data as needed. (6%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (1%)

CONTACTS

Department:

Frequent contact with library staff in all library teams to maintain workflow.

University:

Frequent contact with faculty and staff and/or staff of other campus libraries primarily in reference to cataloging queries and other customer services.

External:

Frequent contact with vendors in resolving departmental-specific issues.

Students:

Frequent and direct contact both with student staff and student patrons to address concerns/ problems and/or use and interpret established procedures.

SUPERVISORY RESPONSIBILITIES

May supervise library assistant levels 1-3 and student employees

QUALIFICATIONS

Experience:

4 years of relevant experience required (academic library experience preferred)

Education:

High school education

REQUIRED SKILLS

Familiarity with and demonstrated use of library services platforms, library bibliographic systems, computer software (Windows or Mac, and basic applications such as Word), email, and internet navigation/search skills. Willingness to learn and responsibly utilize artificial intelligence in work operations. Ability to handle details and multiple projects in an organized manner. Excellent communication, interpersonal, and customer service skills. Ability to convey policies or technical concepts effectively to individuals of varying skill levels in pressured service environments. Ability to create and implement training and document policies and to prioritize tasks and delegate as needed. Ability to effectively collaborate with staff across the university to achieve optimum service levels. Ability to supervise library assistant levels 1-3 and students. Ability to work independently and take direction from others. Ability to meet consistent attendance. Ability to work in and contribute to a work environment that promotes and maintains an environment and culture of empathy, collaboration, and respect. Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest. Ability to interact effectively with colleagues, supervisors, and customers face-to-face. Willingness to learn and work with artificial intelligence (AI) tools and technologies.

WORKING CONDITIONS

The schedule for this position is Tuesdays through Saturdays, 8:30 a.m. to 5 p.m. Flexibility is required to adjust the schedule to meet operational needs, including during university breaks, summers, and holidays. Nights and weekends may be required. Typical office/library environment. The employee will perform repetitive motion using a computer mouse and keyboard to type. Must be able to stoop, reach, and lift library materials. Must be flexible to adjust the work schedule to accommodate changes in operational hours and to meet staffing needs during university breaks, summers, and holidays. This position is not eligible for the staff hybrid work program. EEO Statement Case Western Reserve University is an equal opportunity employer. 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