City of Marion
Patron Services Manager
Posting open until filled.
JOB INFORMATION
Department: Marion Public Library
Bargaining Unit: Non-Bargaining
Reports to Position: Library Director
Pay Grade: NB Pay Scale
Location: Marion Public Library
FLSA Classification: Exempt
JOB SUMMARY
This is a supervisory professional position at the Marion Public Library. The Manager is responsible for a core function of the library under the direction and supervision of the Library Director. The Manager assists the library's diverse patron population, both in person and through designing, managing, and facilitating specialized library functions.
Additional personnel management is essential in this role. Supporting and guiding patron accounts staff & volunteers to accomplish the organization's mission, and working to ensure staff have the resources and training needed to deliver quality service.
The employee serves as a member of the leadership team that develops and facilitates library policies, service programs, and collections; participates in visioning, strategic planning, problem solving, marketing and outreach activities, and space utilization planning.
ESSENTIAL JOB DUTIES & RESPONSIBILITIES
Customer Experience • Actively assess customer experience at the Circulation Desk; identify areas for improvement; design and implement strategies to enhance onsite and remote use of library services and resources • Solicit and respond to customer feedback related to customer service and library experience
Account Services • Plan, coordinate and manage circulation and access services, including application of policies and procedures, public relations, informal readers'/viewers'/listeners' advisory functions, and collection of fines and other payments • Manage self-check station actives and equipment • Develop and maintain procedures for circulation and customer record access functions, including reserves, overdue materials, and library card applications with an emphasis on exceptional customer experience • Mediate and resolve customer disputes, complaints, and inquiries related to circulation policies and procedures • Prepare circulation and holdings reports monthly and annually, or as needed • Manage library volunteer program and supervises volunteers • Serve as library liaison to Unique Collection Agency • Liaise with access services and circulation departments at other Metro Library Network libraries
Other Responsibilities • Oversee creation and maintenance of master and daily schedule for Circulation Desk and classification of volunteers • Hire, train, supervise, and evaluate Circulation staff and volunteers • Conduct library tours • Attend and participate in library staff meetings and training sessions • Participate in professional organizations and continuing education activities • Work at public service desks regularly • Supervise the library when the Library Director and the Deputy Library Director are not present
Daily work may include some clerical and paraprofessional tasks including but not limited to general circulation duties and minor maintenance
ESSENTIAL JOB KNOWLEDGE AND SKILLS • Knowledge of the principles and practices of library science; demonstrated ability to apply knowledge of professional practices to library service, including but not limited to programming, reference service, collection development, and organization of information • Knowledge of library of service, circulation, and account services best practices • Knowledge of best privacy practices • Knowledge of management of integrated online library systems (shared catalog and circulation functions) • Awareness of readers' viewers'/ listeners' advisory practices • Awareness of trends and developments in information storage and access technologies and practices • Familiarity with web-based library services and applications and ability to apply this knowledge to provide services • Ability to supervise and train a large staff of part- and full-time employees • Ability to communicate clearly and concisely, both orally and in writing • Ability to calculate statistics and perform quantitative analysis of services • Ability to work with minimum supervision • Ability to represent the library to the public and profession • Ability to work collaboratively • Ability to act with political savvy • Ability to identify potential community partners and develop and maintain relationships as appropriate
REQUIRED EXPERIENCE, EDUCATION AND/OR CERTIFICATIONS • MLS Degree from an American Library Associate accredited program is required. If an otherwise qualified candidate does not currently hold an MLS degree, the candidate must be able to obtain one prior to their third work anniversary. • 5-10 years' experience in providing customer service, circulation, and account services is preferred but not required and may substitute for by an MLS degree or its equivalent • Demonstrated project management experience required • A valid Iowa driver's license is required within 30 days of hire
PHYSICAL REQUIREMENTS & WORKING CONDITIONS • Ability to sit, bend, stoop, reach, stand, push, pull as required • Physical agility, strength, and dexterity necessary for handling library materials up to 35 pounds • Dexterity to use basic technology equipment, including a keyboard, mouse, and touchpad • Interpersonal skills and cognitive flexibility to interface with a variety of internal and external customers in diverse, sometimes high-stress, situations • Executive functioning skills appropriate for a busy, fast-paced environment • Works in an office environment • May be required to work some overtime upon demand of workload • The Marion Public Library is a busy, customer focused library with a high level of use by patrons of all ages. Patrons have high expectations regarding the quality and efficiency of library service • Managers may be required to work one evening per week and in a Saturday-Sunday rotation. They regularly work with and have access to patron records that are confidential according to the Code of Iowa.
POTENTIAL BACKGROUND CHECKS INCLUDE:
Sex Offender Registry
Criminal Background Check
Drug Screening
Driving Record
Pre-Employment Physical
This City of Marion is an equal opportunity employer.
We value and celebrate diversity.
Employment is decided based on qualifications, merit and business need.
Posting open until filled.
JOB INFORMATION
Department: Marion Public Library
Bargaining Unit: Non-Bargaining
Reports to Position: Library Director
Pay Grade: NB Pay Scale
Location: Marion Public Library
FLSA Classification: Exempt
JOB SUMMARY
This is a supervisory professional position at the Marion Public Library. The Manager is responsible for a core function of the library under the direction and supervision of the Library Director. The Manager assists the library's diverse patron population, both in person and through designing, managing, and facilitating specialized library functions.
Additional personnel management is essential in this role. Supporting and guiding patron accounts staff & volunteers to accomplish the organization's mission, and working to ensure staff have the resources and training needed to deliver quality service.
The employee serves as a member of the leadership team that develops and facilitates library policies, service programs, and collections; participates in visioning, strategic planning, problem solving, marketing and outreach activities, and space utilization planning.
ESSENTIAL JOB DUTIES & RESPONSIBILITIES
Customer Experience • Actively assess customer experience at the Circulation Desk; identify areas for improvement; design and implement strategies to enhance onsite and remote use of library services and resources • Solicit and respond to customer feedback related to customer service and library experience
Account Services • Plan, coordinate and manage circulation and access services, including application of policies and procedures, public relations, informal readers'/viewers'/listeners' advisory functions, and collection of fines and other payments • Manage self-check station actives and equipment • Develop and maintain procedures for circulation and customer record access functions, including reserves, overdue materials, and library card applications with an emphasis on exceptional customer experience • Mediate and resolve customer disputes, complaints, and inquiries related to circulation policies and procedures • Prepare circulation and holdings reports monthly and annually, or as needed • Manage library volunteer program and supervises volunteers • Serve as library liaison to Unique Collection Agency • Liaise with access services and circulation departments at other Metro Library Network libraries
Other Responsibilities • Oversee creation and maintenance of master and daily schedule for Circulation Desk and classification of volunteers • Hire, train, supervise, and evaluate Circulation staff and volunteers • Conduct library tours • Attend and participate in library staff meetings and training sessions • Participate in professional organizations and continuing education activities • Work at public service desks regularly • Supervise the library when the Library Director and the Deputy Library Director are not present
Daily work may include some clerical and paraprofessional tasks including but not limited to general circulation duties and minor maintenance
ESSENTIAL JOB KNOWLEDGE AND SKILLS • Knowledge of the principles and practices of library science; demonstrated ability to apply knowledge of professional practices to library service, including but not limited to programming, reference service, collection development, and organization of information • Knowledge of library of service, circulation, and account services best practices • Knowledge of best privacy practices • Knowledge of management of integrated online library systems (shared catalog and circulation functions) • Awareness of readers' viewers'/ listeners' advisory practices • Awareness of trends and developments in information storage and access technologies and practices • Familiarity with web-based library services and applications and ability to apply this knowledge to provide services • Ability to supervise and train a large staff of part- and full-time employees • Ability to communicate clearly and concisely, both orally and in writing • Ability to calculate statistics and perform quantitative analysis of services • Ability to work with minimum supervision • Ability to represent the library to the public and profession • Ability to work collaboratively • Ability to act with political savvy • Ability to identify potential community partners and develop and maintain relationships as appropriate
REQUIRED EXPERIENCE, EDUCATION AND/OR CERTIFICATIONS • MLS Degree from an American Library Associate accredited program is required. If an otherwise qualified candidate does not currently hold an MLS degree, the candidate must be able to obtain one prior to their third work anniversary. • 5-10 years' experience in providing customer service, circulation, and account services is preferred but not required and may substitute for by an MLS degree or its equivalent • Demonstrated project management experience required • A valid Iowa driver's license is required within 30 days of hire
PHYSICAL REQUIREMENTS & WORKING CONDITIONS • Ability to sit, bend, stoop, reach, stand, push, pull as required • Physical agility, strength, and dexterity necessary for handling library materials up to 35 pounds • Dexterity to use basic technology equipment, including a keyboard, mouse, and touchpad • Interpersonal skills and cognitive flexibility to interface with a variety of internal and external customers in diverse, sometimes high-stress, situations • Executive functioning skills appropriate for a busy, fast-paced environment • Works in an office environment • May be required to work some overtime upon demand of workload • The Marion Public Library is a busy, customer focused library with a high level of use by patrons of all ages. Patrons have high expectations regarding the quality and efficiency of library service • Managers may be required to work one evening per week and in a Saturday-Sunday rotation. They regularly work with and have access to patron records that are confidential according to the Code of Iowa.
POTENTIAL BACKGROUND CHECKS INCLUDE:
Sex Offender Registry
Criminal Background Check
Drug Screening
Driving Record
Pre-Employment Physical
This City of Marion is an equal opportunity employer.
We value and celebrate diversity.
Employment is decided based on qualifications, merit and business need.