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User Services Supervisor

Job Information
Author pmnationtalk
Date December 6, 2017
Type Full Time
Company Wilfrid Laurier University
Salary $30.91 to $36.37 - Per Hour
Location Waterloo, ON
Category Business / Management
Client Wilfrid Laurier University
Contact Information
Apply Now

Posting ID : 8547
Apply By : 12/12/2017
Position Title : User Services Supervisor
Department : Library
Job Type : Full-time, Recurring
Campus : Waterloo
Reports To : Desk Services Manager
Position Summary : At Laurier, we are a community. It’s what brings our students here and what keeps our people here.

As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

We currently have an opportunity to join the Laurier community as a User Services Supervisor.

Reporting to the Desk Services Manager, the incumbent performs tasks and provides oversight and supervisory functions for user services activities during a range of hours.

As supervisor, the incumbent coordinates responses to building and security related issues, supervises student employees, works to ensure service quality and consistency, provides direction to user services associates for library supervision issues, and addresses user problems and complaints.

The incumbent also provides user services, including front-line Library reference and circulation services, through daily, direct contact with students, faculty, staff, alumni, and the public. Reference services involve assisting, advising and training library users in the identification, evaluation and use of the many and varied services and resources required to meet their research needs. Circulation services involve charging, renewing, and discharging library materials, collecting fines, and updating patron records.

This is a full-time, recurring position with an annual layoff period typically in July and August every year.

The normal hours of work for this position during the fall and winter term are Wednesday, Thursday, Friday 10am – 6pm, Saturday and Sunday 5pm – 12am (September – April)

The normal hours of work during May and June are Wednesday, Thursday, Friday 12pm – 8pm, Saturday and Sunday 10:30am – 5:30pm. Summer hours may vary based on the operational needs of the library.

When the Monday-Friday evening incumbent is on vacation/leave with at least one months’ notice, the incumbent will normally be required to switch to evening hours to cover the evening incumbent’s absence for their expected days of work.

Accountabilities: Library Supervision

Library building and safety issues:

  • Acts as a supervisor at the Waterloo Campus Library, and on occasion may be asked to work at the Social Work Library in Kitchener.
  • Acts as a resource person for other library locations.
  • Enforces policies for maintaining a safe and welcoming environment in the Library
  • Handles general inquires relating to building and security while working.
  • Works closely with Special Constable Services to help ensure the safety of patrons, staff and collections, and ensures that proper security measures are followed.
  • Handles first-line building and security related issues and provides initial response to emergencies. Makes arrangements with other campus units, such as Special Constable Services, as needed to address issues appropriately.

Training and supervision:

  • May assist in hiring student assistants.
  • Partially trains and supervises up to 8 students.
  • Distributes work to and monitors work done by students
  • Coaches and directs student assistants in maintaining policies, procedures and standards of service
  • Works to ensure consistency in service quality, policy interpretation, training, and procedures for student assistants
  • Recommends updates to policies, procedures and services related to student assistants

Interprets and enforces Library policies:

  • Addresses staff and user problems, conflicts and complaints referred from other evening staff as on-duty supervisor with no immediate backup.
  • Resolves problems or defuses difficult situations for referral to Department Head.
  • Interprets Library policies to patrons and listens to patrons’ concerns and refers as needed
  • Addresses library user problems, conflicts and complaints as on-duty supervisor with no immediate backup
  • Resolves problems or defuses difficult situations for referral to Department Head at the Waterloo campus
  • Responsible for the collection of fines and fees and the balancing of cash collected

Maintains circulation system and user accounts:

  • Troubleshoots system errors and writes up system reports
  • Registers new users
  • Adds appropriate systems statuses to missing items
  • Notifies patrons of status of requests as needed

Lending of library materials:

  • Provides initial troubleshooting of library systems problems and refers issues to Head of Access Services

User Services

Provides in-person and online user services:

  • Responds to queries at the Library’s in-person and online service points
  • Handles a high volume of requests and multiple simultaneous questions efficiently and effectively
  • Interviews a broad spectrum of library users (students, staff, faculty, the public) to identify their information and research needs
  • Analyzes user needs and identifies appropriate resources and strategies (electronic and print, across multiple subject disciplines) to meet those needs
  • Instructs, assists, and advises Library users in the appropriate use of information resources, search techniques and research strategies
  • Advises Library users on interpreting online borrower records, due times and special conditions related to borrower or item records
  • Explains and helps patrons understand and interpret the services and policies of the Laurier Library and Tri-University Group of Libraries
  • Investigates and resolves patron questions, issues, and conflicts over fines and collects fine payments. Collects fines and reconciles deposits for fees collected.
  • Registers, updates records and validates borrower cards
  • Charges, renews, and discharges library materials (including TUG and Reserve requests)
  • Assists and instructs users on using library equipment, including printers, photocopiers, public computers, and microfilm readers
  • Monitors the status of library equipment, troubleshoots problems, places and follows up on service calls as required

Maintains current skills and knowledge:

  • Maintains current knowledge of the services and policies of the Library, the University, the TriUniversity Group of Libraries consortium.
  • Actively maintains skills and updates knowledge of frequently-changing research resources through self-study and participation in regular training sessions.
  • Mentors, shares knowledge, and communicates regularly with other user services staff.

Participates in other user services activities:

Participates in activities and special projects related to the functioning of the Library’s user services, for example:

    • Attending department meetings and composing minutes
    • Compiling and providing basic analysis of departmental statistics
    • Preparing, creating, and updating information handouts, user guides, signs, and web content
  • Assisting with creation of guidelines and procedures for user services staff
Qualifications :
  • University degree.
  • Three to four years’ experience in a university library in a public service/reference position is required. Although the incumbent will have completed a university degree program, the depth and scope of specialized knowledge needed to perform the job competently also requires previous employment in an academic public service position and environment.
  • Strong public service interest and skills
  • Strong organizational skills
  • Ability and ongoing commitment to adapt and learn continuously
  • Excellent analytical and problem-solving skills
  • Superior communication and listening skills
  • Ability to be creative and take initiative in finding solutions to patron queries
  • Ability to interact diplomatically with the public, respect the privacy of library users and maintain confidentiality
  • Ability to handle pressure, stress and conflict in public service situations calmly, tactfully and with discretion
  • Ability to multitask and handle multiple tasks in a fast-paced environment
  • General understanding of reconciling cash flow
  • Understanding of and sensitivity to the service needs of Library users with diverse backgrounds, including an understanding of issues related to effective service provision for people with disabilities
  • Ability to set priorities and accomplish tasks effectively
  • Ability to work both independently and collaboratively as a team member
  • Ability to delegate appropriately
  • Demonstrated good judgment
  • Ability to recognize limits of knowledge, ask questions of and refer issues to senior colleagues
  • Accuracy and attention to detail
  • Above average computer skills including good knowledge of standard office software and strong Internet searching skills
Grade : WLUSA-07
Salary : $30.91 to $36.37 per hour
Salary Notes : This position is eligible for education equivalencies.

This is a full-time, recurring position with an annual layoff period typically in July and August every year.

The normal hours of work for this position during the fall and winter term are Wednesday, Thursday, Friday 10am – 6pm, Saturday and Sunday 5pm – 12am (September – April)

The normal hours of work during May and June are Wednesday, Thursday, Friday 12pm – 8pm, Saturday and Sunday 10:30am – 5:30pm. Summer hours may vary based on the operational needs of the library.

Please Note :

This position is represented by the WLU Staff Association bargaining unit.

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at jbecker@wlu.ca. Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Diversity and Equity Office at diversity@wlu.ca. We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or hr@wlu.ca.

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