Thursday, October 1, 2015

Santa Clara University - ILL and Access Services Supervisor

ILL and Access Services Supervisor

Department       University Library

FLSA Status         Non-Exempt

Standard Hours (hours per week) 40

Position Purpose             
  • The ILL & Access Services Information Specialist, under the supervision of Manager, Interlibrary Loan, obtains published material (books, dissertations, and journal articles) not available in the University Library or Heafey Law Library collections for Santa Clara University students, faculty and staff in order to facilitate their educational and research needs. The ILL & Access Services Information Specialist also provides excellent library and information service at the Library Help Desk in support of the University’s academic programs as outlined in the University Library’s Strategic Plan.
  • Performs specialized duties requiring broad knowledge of general library operations and/or materials, and specific library policies and procedures in a diverse work environment. Delivers accurate, timely, and courteous service that respects individual needs and strengthens the educational experience. Participates in planning and accomplishing the goals of Access & Delivery Services. Duties include student training and supervision. The primary schedule is Thursday – Monday, 9:00 a.m. – 6:00 p.m.. Adjustments in this schedule will be required as a function of the academic calendar, e.g., intersession, summer hours etc.

Education and/or Experience    
  • Bachelor’s degree required
  • At least two years of library or front line customer service experience required

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.
  • This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Essential Duties and Responsibilities      

Process ILL/LINK+ Lending and Borrowing Requests (50%)
  • Possesses a working knowledge of all ILL and LINK+ activities, policies, and procedures
  • Works independently to determine the best course of action of fill an ILL request
  • Resolves complex problems related to ILL borrowing and lending orders
  • Interprets, verifies, and modifies ILL requests within established rules and procedures in order to assure the most timely delivery of material
  • Enters data and modifies information to initiate and complete ILL transactions in ILLiad.
  • Interprets complex bibliographic citations found in full-text databases, electronic journals, etc. to ensure greater accuracy in processing ILL requests
  • Trains, supervises, and evaluates student assistants in ILL and LINK+ procedures.
  • Develops/plans/executes projects to improve and enhance services provided by ILL, e.g., creating ILL library patron records for borrowing libraries, invoicing patrons for lost and overdue ILL books
  • Interprets existing policies and recommends new or revised policies as needed and appropriate, e.g., provide information on ILL policies and procedures to users.
  • Identifies and analyzes operational/technical problems and recommends solutions to the ILL manager
  • Communicates with SCU students, faculty and staff in person, on the telephone, and via electronic mail regarding their ILL requests to ensure quality customer service
  • Supervises LINK+ incoming and outgoing work done by student assistants
  • Schedules student assistants’ work assignments for quarter, finals week, intersession, and holidays
  • Reassigns students daily work load when student assistant is out sick or has scheduled time off.
  • Trains student assistants, monitors their time sheets.
  • Processes outgoing and incoming Graduate Theological Union items
  • Reconciles purchasing card transactions
  • In the absence of the manager, responsible for the daily operations of ILL, including monitoring service quality and ensuring high productivity in order to meet patron needs for research
  • May attend regional and statewide meetings of document delivery-related groups, as well as other pertinent staff development meetings, workshops, etc.
Circulation of Library Materials (45%)
  • Staffs the Library Help Desk during scheduled hours.
  • Assists patrons in locating materials in the library using OSCAR (the University’s online catalog)
  • Provides courteous directional and informational assistance and simple reference assistance to users, requiring a general knowledge of the library’s physical facility, organization, collections and policies
  • Refers complex questions to the appropriate individual
  • Uses the automated library system (OSCAR) to circulate materials (checkout, check-in, place holds, etc.) to members of the Santa Clara University community
  • Recommends searches and/or LINK+ or Interlibrary Loan requests for missing library materials
  • Educates users about new or enhanced services provided by the library
  • Provides information on specific library policies, including billing and circulation privileges
  • Overrides patron blocks when appropriate
  • Supervises, trains, and manages library student workers, directing their work and ensuring the work of the library (sorting, shelving, shelf reading, auditing ARS, etc) is completed during work shifts
  • Supervises the ARS during weekends, which includes storing, picking, and auditing
  • Supervises paging during weekends
  • Opens/closes and secures the library as needed
Other Duties as Assigned (5%)
  • Orders supplies/labels etc. for the ILL unit
  • Monitors incoming emails to the ILL unit
  • Runs LINK+ reports
  • Troubleshoots minor problems with copy machines, OSCAR workstations, printers, etc.
  • Repairs and services equipment throughout the library as requested and required
  • May utilize sign making software and/or word processing software to create library signs and notices to be posted in the library; and to create/update forms and documents
  • Collects data on services, collections, use and facilities for library assessment
  • Works on unit projects as assigned by supervisor
Provides Work Direction            
Supervises several student assistants.

Skills  Required
  • Demonstrated excellence in providing high quality customer service required
  • Experience supervising or directing the work of others required
  • Evidence of a strong aptitude for technology hardware, software, and applications required
  • Preferred
  • A working knowledge of the activities, policies, and procedures of Document Delivery and Interlibrary Loan preferred
  • Prior experience with online library systems, bibliographic utilities, online databases, and reference sources preferred

Abilities   Required
  • Ability to organize and prioritize workload and effectively manage time in a multitask environment required
  • Ability to work cooperatively with others in a team environment required
  • Ability to work accurately with attention to detail required
  • Ability to apply prior experience to new or different situations in the library environment required
  • Experience with computers is required for all positions at this level

  • Experience with automated library systems, including ILLiad, OSCAR, bibliographic databases and library full text databases preferred
Work Environment  (Examples)
  • Typical office environment.
  • Mostly indoor office environment with windows.
  • Offices with equipment noise.
  • Offices with frequent interruptions.

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