American University
Library Services Coordinator
American University, Washington, District Of Columbia, United States, 20599
Library Services Coordinator
American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University. Department: Library Building Services Time Type: Full time Job Type: Regular FLSA Status: Non-Exempt Work Modality: Hybrid 01 (On Campus 3-4 Days/Week) Union: SEIU Local 500 - Provost & Enrollment Division This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division. Job Description: Summary The Library Services Coordinator works collaboratively as part of the Library Services and Building Operations Unit within the Administrative Services Directorate of American University Library. This position leads the Library Services Team and reports to the Library Building Services Manager. The incumbent tends to the security and safety of library patrons, employees, guests and the library collection by monitoring conditions and activities throughout the library, updating and enforcing policies, providing information to library visitors, deterring theft, and responding appropriately to emergency situations. The incumbent's primary responsibility is to lead a team that provides first-line support to library users which may include basic reference assistance, technological and application support for personal computers, library audiovisual technology, public computers, and public printers in the library. This position helps manage and maintain the University Library's building conditions and operations. The Library Services Coordinator directly supervises student staff. This includes hiring, scheduling, training, approving timesheets, coaching, and evaluating job performance. The Library Services Coordinator works varying hours depending on the operating hours of the library and staffing needs and will include after-hours support via Teams/email. Work hours typically occur between the hours of 7:30AM and 10:30PM, are established prior to each semester, and can change during university holidays or breaks. This position will be responsible for other duties as assigned. Essential Functions: Service Point Management and Customer Service: Lead the Library Services Team. Ensure the punctual opening of library service points for staff and patrons. Oversee customer service at library service points directly and oversee FTE and student staff to ensure that workstations are always adequately staffed. Assist patrons with basic searches in AU Library's online catalog and refer patrons to appropriate library resources and service points. Answer general questions about the library and communicate library policies and services to patrons and the American University community. Address policy complaints and elevate concerns to leadership as appropriate. Ensure coverage of service points during periods of staff shortages. Perform triage on reported technological issues and provide patrons with basic technological support for their electronic devices, referring more complex technological problems to appropriate department(s) for advanced support. As the front-facing representative of the library, remain available to student staff and patrons and provide prompt and thoughtful responses to all inquiries. Display the highest level of professionalism and attentiveness. Building Operations: Ensure the punctual opening of the AU library building for staff and patrons, and ensure that the building itself, furniture and collections, and library equipment is in working order and/or good condition. Report through appropriate channels any building maintenance issues or damage, malfunctioning equipment, and housekeeping issues to ensure timely repair and/or correction. Recommend improvements to space usage and furniture location. Secure the building at closing to protect library equities and prevent individuals from accessing unauthorized spaces after hours. Liaise with overnight security staff to ensure policies are being enforced and all building, collection, technology, and/or patron issues are communicated appropriately. Oversee regular patrols of the library building to enforce policies, assess cleanliness, assist patrons, and maintain public services (such as computers and printers). Report emergency incidents to Public Safety and keep Library employees and patrons apprised of potential disruptions. Communicate housekeeping and maintenance issues to Building Operations Coordinator. Assist in the set-up and take-down of events in library spaces. Create and modify policy, procedures, and work schedules for approval of the Library Building Services Manager, Director of Administrative Operations, and/or other senior library leadership. Employee Management/Supervision: Directly lead a team responsible for service points and other duties assigned to the Library Services and Building Operations Teams. This includes students. With oversight of Library Building Services Manager, responsible for hiring, scheduling, onboarding, training, supervising, coaching, evaluation, and payroll issues of team members. Communicate with student employees regarding schedules each semester and mediate scheduling issues and service point coverage needs as they arise. Conduct regular check-ins with student employees and oversee disciplinary procedures when necessary. Create and update training and onboarding materials; maintain staff documentation, files, and supplies. Data Compilation and Materials Creation: Continuously evaluate and update standard operating procedures (SOPs), continuity books, and other documentation as appropriate. Regularly compile, analyze, and distribute statistics as well as detailed reports of services provided at library service desks. Create signage, handouts, content for the library website, subject guides, and other informational materials to convey library information to patrons. Create displays that promote University Library initiatives and provide informational or promotional content for social media. Other Duties: Perform other responsibilities, including (but not limited to) providing direct support to Library Building Services Manager, engaging in meetings (facilitating/taking minutes), completing special projects. Contribute to goal setting, strategic planning, and individual professional development. Become familiar with the services and workflow of other divisions in Administrative Services, providing support when needed. Other duties as assigned within the division, library, or university; including efforts to assess/promote services offered and to develop skill sets and best practices. Supervisory Responsibility: The Library Services Coordinator supervises student staff. Competencies: Serving Customers. Prioritizing and Organizing. Acquiring and Analyzing Information. Supporting Coworkers. Managing Performance. Building a Customer Focused Organization. Displaying Creativity. Evaluating and Implementing Ideas. Position Type/Expected Hours of Work: Full-time. Non-exempt. This is typically a 35-hour/week position, however, after hours support will be required from time to time. The ability to work in the evening (until 10:30PM) and weekend hours is required. This position serves as an essential service and is required to work in the event of the University operating with limited staffing. On Campus 3-4 Days/Week after probationary period, or sooner, as determined by the department director based on progress towards understanding core job functions. Salary Range: $26.47 - $30.22 hourly. Required Education and Experience: Bachelor's degree. 2-4 years of relevant experience. At least 3 years of customer service experience in a professional setting required. 1-2 years of supervisory experience of full-time employees required. Strong Excel and/or other organizational/reporting software experience. Experience generating and analyzing reports. Experience working with a team to complete common objectives. Strong ability to prioritize and multi-task, including the ability to reprioritize tasks to resolve urgent complex issues that arise. Attention to detail and excellent communication skills
both oral and written
are essential. Sound judgment with the ability to use discretion, maintain confidentiality, work independently, and complete projects by deadlines. Ability to resolve conflicts, handle stressful and/or emergency situations. Ability to participate in planning and implementing short and long-term goals. Comfortable navigating electronic resources and providing assistance when needed. Preferred Education and Experience: Master's degree. 3-5 years of relevant experience. 3 years of supervisory experience preferred. Ability to solve problems, work without supervision, make evaluative judgments independently, and formulate exceptions to policies and procedures. Previous experience in a library or academic work environment. Benefits AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options. Other Details Hiring offers for this position are
American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University. Department: Library Building Services Time Type: Full time Job Type: Regular FLSA Status: Non-Exempt Work Modality: Hybrid 01 (On Campus 3-4 Days/Week) Union: SEIU Local 500 - Provost & Enrollment Division This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division. Job Description: Summary The Library Services Coordinator works collaboratively as part of the Library Services and Building Operations Unit within the Administrative Services Directorate of American University Library. This position leads the Library Services Team and reports to the Library Building Services Manager. The incumbent tends to the security and safety of library patrons, employees, guests and the library collection by monitoring conditions and activities throughout the library, updating and enforcing policies, providing information to library visitors, deterring theft, and responding appropriately to emergency situations. The incumbent's primary responsibility is to lead a team that provides first-line support to library users which may include basic reference assistance, technological and application support for personal computers, library audiovisual technology, public computers, and public printers in the library. This position helps manage and maintain the University Library's building conditions and operations. The Library Services Coordinator directly supervises student staff. This includes hiring, scheduling, training, approving timesheets, coaching, and evaluating job performance. The Library Services Coordinator works varying hours depending on the operating hours of the library and staffing needs and will include after-hours support via Teams/email. Work hours typically occur between the hours of 7:30AM and 10:30PM, are established prior to each semester, and can change during university holidays or breaks. This position will be responsible for other duties as assigned. Essential Functions: Service Point Management and Customer Service: Lead the Library Services Team. Ensure the punctual opening of library service points for staff and patrons. Oversee customer service at library service points directly and oversee FTE and student staff to ensure that workstations are always adequately staffed. Assist patrons with basic searches in AU Library's online catalog and refer patrons to appropriate library resources and service points. Answer general questions about the library and communicate library policies and services to patrons and the American University community. Address policy complaints and elevate concerns to leadership as appropriate. Ensure coverage of service points during periods of staff shortages. Perform triage on reported technological issues and provide patrons with basic technological support for their electronic devices, referring more complex technological problems to appropriate department(s) for advanced support. As the front-facing representative of the library, remain available to student staff and patrons and provide prompt and thoughtful responses to all inquiries. Display the highest level of professionalism and attentiveness. Building Operations: Ensure the punctual opening of the AU library building for staff and patrons, and ensure that the building itself, furniture and collections, and library equipment is in working order and/or good condition. Report through appropriate channels any building maintenance issues or damage, malfunctioning equipment, and housekeeping issues to ensure timely repair and/or correction. Recommend improvements to space usage and furniture location. Secure the building at closing to protect library equities and prevent individuals from accessing unauthorized spaces after hours. Liaise with overnight security staff to ensure policies are being enforced and all building, collection, technology, and/or patron issues are communicated appropriately. Oversee regular patrols of the library building to enforce policies, assess cleanliness, assist patrons, and maintain public services (such as computers and printers). Report emergency incidents to Public Safety and keep Library employees and patrons apprised of potential disruptions. Communicate housekeeping and maintenance issues to Building Operations Coordinator. Assist in the set-up and take-down of events in library spaces. Create and modify policy, procedures, and work schedules for approval of the Library Building Services Manager, Director of Administrative Operations, and/or other senior library leadership. Employee Management/Supervision: Directly lead a team responsible for service points and other duties assigned to the Library Services and Building Operations Teams. This includes students. With oversight of Library Building Services Manager, responsible for hiring, scheduling, onboarding, training, supervising, coaching, evaluation, and payroll issues of team members. Communicate with student employees regarding schedules each semester and mediate scheduling issues and service point coverage needs as they arise. Conduct regular check-ins with student employees and oversee disciplinary procedures when necessary. Create and update training and onboarding materials; maintain staff documentation, files, and supplies. Data Compilation and Materials Creation: Continuously evaluate and update standard operating procedures (SOPs), continuity books, and other documentation as appropriate. Regularly compile, analyze, and distribute statistics as well as detailed reports of services provided at library service desks. Create signage, handouts, content for the library website, subject guides, and other informational materials to convey library information to patrons. Create displays that promote University Library initiatives and provide informational or promotional content for social media. Other Duties: Perform other responsibilities, including (but not limited to) providing direct support to Library Building Services Manager, engaging in meetings (facilitating/taking minutes), completing special projects. Contribute to goal setting, strategic planning, and individual professional development. Become familiar with the services and workflow of other divisions in Administrative Services, providing support when needed. Other duties as assigned within the division, library, or university; including efforts to assess/promote services offered and to develop skill sets and best practices. Supervisory Responsibility: The Library Services Coordinator supervises student staff. Competencies: Serving Customers. Prioritizing and Organizing. Acquiring and Analyzing Information. Supporting Coworkers. Managing Performance. Building a Customer Focused Organization. Displaying Creativity. Evaluating and Implementing Ideas. Position Type/Expected Hours of Work: Full-time. Non-exempt. This is typically a 35-hour/week position, however, after hours support will be required from time to time. The ability to work in the evening (until 10:30PM) and weekend hours is required. This position serves as an essential service and is required to work in the event of the University operating with limited staffing. On Campus 3-4 Days/Week after probationary period, or sooner, as determined by the department director based on progress towards understanding core job functions. Salary Range: $26.47 - $30.22 hourly. Required Education and Experience: Bachelor's degree. 2-4 years of relevant experience. At least 3 years of customer service experience in a professional setting required. 1-2 years of supervisory experience of full-time employees required. Strong Excel and/or other organizational/reporting software experience. Experience generating and analyzing reports. Experience working with a team to complete common objectives. Strong ability to prioritize and multi-task, including the ability to reprioritize tasks to resolve urgent complex issues that arise. Attention to detail and excellent communication skills
both oral and written
are essential. Sound judgment with the ability to use discretion, maintain confidentiality, work independently, and complete projects by deadlines. Ability to resolve conflicts, handle stressful and/or emergency situations. Ability to participate in planning and implementing short and long-term goals. Comfortable navigating electronic resources and providing assistance when needed. Preferred Education and Experience: Master's degree. 3-5 years of relevant experience. 3 years of supervisory experience preferred. Ability to solve problems, work without supervision, make evaluative judgments independently, and formulate exceptions to policies and procedures. Previous experience in a library or academic work environment. Benefits AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options. Other Details Hiring offers for this position are