Library Services Associate, Operational Lead (Extended Temporary)

The University Libraries’ Access and Information Services department Library Services Associate (LSA) provides excellent customer service, including reference, technology, and circulation assistance in a fast-paced environment. They serve as the operational lead in supporting efforts to create an environment conducive for academic and scholarly endeavors by enforcing compliance with the Libraries Code of Conduct policies, through the application of other pertinent Libraries and University policies and procedures, and as the liaison with UAPD officers and building security aides in support of the resolution of incidents involving disruptive behavior or criminal activities. The incumbent in this position oversees building closing procedures, assists with the training of students and staff on procedures, makes recommendations to improve procedures, and reports building maintenance issues. The LSA may serve on both departmental and library-wide projects and assignments. As needed, the LSA performs all work necessary to meet the changing needs of the Libraries’ customers. As a result of those needs, work patterns and schedules may change. 

Work schedule: Sunday through Thursday - 3:30 p.m. to 12:30 a.m.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

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CHARACTERISTIC DUTIES

• Provide customers with reference, technology and circulation assistance (in-person, online via chat, phone and email), including locating library information, resources, materials and services; negotiating overdue accounts and answering billing and collections questions; and troubleshooting software, computers, laptops, projectors and other emerging technology; direct the work of student employees who assist with this work; and liaise with the Libraries’ information technology department, as needed, to resolve library equipment problems.
• Support efforts to create an environment conducive for study, meetings, and collaboration (i.e., academic and scholarly endeavors) by enforcing compliance with the Libraries Code of Conduct policies and through application of other pertinent Libraries and University policies and procedures.
• Serve as operational lead and liaison with UAPD officers and security aides in support of the resolution of incidents involving disruptive or criminal activities. This also includes collecting information on incidents (i.e., identity of subject, comprehensive description of incident, and actions taken).
• Responsible for overseeing building closing procedures for the Main Library and the Weaver Science and Engineering Library.
• Conduct building walks at Main and Weaver Science-Engineering Libraries to ensure compliance with appropriate user access, collect data on building occupancy, and document building maintenance issues.
• Serve as liaison with UA and Libraries’ Facilities Management, as needed, for reporting building maintenance issues in support of resolution.
• Onboard, provide in-person orientation, train, direct work, monitor scheduling, and approve timecards for temporary Building Security Aides.
• Keep informed of departmental regulations, policies, and procedures.
• Facilitate meetings, make presentations as needed, and participate in data-based decision making. 
• As needed, participate in decision making and completes assignment, including shared responsibility for data collection, needs assessment and analysis to demonstrate quality of work and to continually improve customer access. This includes the
• The UA Libraries support the UA’s diversity and inclusiveness strategic initiatives designed to create an inclusive environment for all faculty, staff, and students.  The candidate is expected to support diversity and inclusiveness efforts in the department and college.
• Other duties as assigned. 

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of library reference resources (i.e., library catalog, indexes, search engines, print resources, etc.) and their appropriate use, including understanding the difference between primary and secondary resources.
• Excellent customer service skills, including the ability to collaborate with peers to meet customers’ needs and ensure customer satisfaction.
• Ability to understand and apply policies and procedures, including the ability to resolve situations using trauma-informed-driven enforcement of policies.
• Leadership skills, including excellent initiative, organizational and time management skills. 
• Ability to deal with difficult customer interactions.
• Ability to maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties. 
• Excellent observation skills and high level of attention to detail. 
• Excellent interpersonal and communication skills, both written and verbal. 
• Ability to work effectively with people from a variety of culturally diverse backgrounds. 
• Ability to perform duties independently under general supervision. 
• Good judgment and solid analytical and problem-solving skills, including the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.
• Ability to work in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives.
• Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity. 

• Bachelor’s degree required.  
• 3 years of relevant work experience. 

• Experience overseeing employee and user safety and security practices.
• Experience with issues pertaining to circulation and library code of conduct procedures. 
• Experience searching integrated library systems and record interpretation (i.e., Innovative Interfaces).
• Experience providing reference assistance utilizing the usage of various research methodologies.
• Experience with the most current version of Microsoft Office suite.
• Experience using and troubleshooting computer hardware and software.