Head of User Services

* Working closely with the division’s leadership team, creates training and documentation for the Library’s tiered reference services provided by staff and student assistants.
* Coordinates the unit’s tiered reference programs and liaises with the Head of Research Services and the Head of Information Literacy & Student Engagement to ensure alignment and continuity with the in-depth research support provided by Subject and Teaching Librarians.
* Establishes high standards and performance indicators for the quality of services and workflows provided by the unit; conducts regular assessment and feedback in order to ensure continuous improvement.
* Liaises with Collections, Metadata, & Resource Sharing (CMRS) and Distinctive Collections & Digital Scholarship (DCDS) on overlapping workflows, processes and policies (e.g., holds/recalls, tech lending, WMS, and course readings)
* Leads the development, recommendation, and administration of access services policies, procedures, and processes.
* Facilitates the collection and reporting of relevant data associated with access services (e.g., circulation data), and when needed performs statistical analysis in order to evaluate policies and services.
* Maintains and continuously expands knowledge of relevant library systems and technologies in order to identify and implement improved workflows.
* Works with the division’s leadership group to set divisional goals and priorities and to develop a scaffolded internal professional development program aimed at expanding skills and capacity of librarians, staff, and students working in the division.
* Works closely with facilities staff, including Associate Dean of Operations and Strategy, to ensure the Library’s public spaces meet accessibility standards, security issues are addressed (in collaboration with Campus Safety), and overall user experience needs are being met. This includes reporting problems/challenges, making recommendations for improvements, and participating in assessing public spaces
* Oversees the operations of all functional areas within the unit: circulation and equipment checkout, access to course readings, missing/replacements review, holds/recalls, billing, patron accounts maintenance, and stacks maintenance and materials handling.
* Has overall responsibility and accountability for providing planning and direction to functional areas within the unit, with an emphasis on ensuring high quality, user-centered, proactive, and responsive services.
* Stays abreast of trends and innovations relevant to access services and recommends adoption as relevant.
* Participates in library-wide planning and assessment projects through service on committees, task forces, and special projects. Serves on Library, TCCS, and Claremont Colleges’ committees and task forces as assigned.
* Actively engages in networking and professional development through national/regional/local organizations through committee work, office-holding, presentations, publications, etc.
* May staff the Library’s Main Service Desk if needed.
* Other relevant duties and projects as prioritized in the division and the Library as assigned.
* Supports the User Services Student Supervisor in their managing of the administrative duties of the Student Assistant Program, including processing hiring requests, approving timesheets, and liaising with TCCS IT on student assistant IT needs and issues. Serves as backup as needed.
* Communicates with the Associate Dean of Operations & Strategy about the expenditure and tracking of the Library-wide Student Assistant Program budget, including collecting and providing data on student employment for annual reporting.
* Number of direct reports: 8-10
* Titles of direct reports:
User Services Associates, Lead User Services Associates, User Services Students Supervisor, Materials Handling Associate, Materials Handling Manager
* Recruit, select, train, evaluate, and develop staff.
* Clearly communicate job requirements and expectations.
* Coordinate training and resources to support the performance of work duties.
* Provide ongoing coaching that is balanced, helpful, timely, and contributes to a work environment of open…