Teton County Library

Patron Services Supervisor

Please submit interest to Suzanne Morlock by May 11, 2008

Grade:  G7, salary range $18.86/hr - $27.32/hr

OVERALL FUNCTIONS

• Provides supervisory and leadership skills to the Patron Services Team, primarily through direct management of Library Assistant I’s, the Library Page Supervisor and substitute pool in the delivery of patron services for all ages and audiences.
• Leads Patron Services Team and works closely with the Public Services Manager to develop, implement and evaluate an annual plan for Patron Services operations in alignment with the library’s overall strategic plan goals and compliance with the library’s public service and customer service models.
• Demonstrates knowledge of the principles and practices of library science, reader interests, circulation practices, theory and application of library automation, and knowledge of all information formats and standard library sources for information in print and electronic formats.
• Responsible for desk operations for Patron Services service point.
• Responsible for website content related to Patron Services.
• Responsible for preparation of weekly schedule for three public service points.
• Exhibits ability to analyze expressed and unexpressed community interests and needs and provide appropriate service.
• Collaborates on Public Services initiatives.
• Proactively supports library’s customer service model.
• Responsible for budget component for Patron Services.
• Selects materials for library collection.
• Demonstrates commitment to innovation and flexibility, commitment to best practices and professional development.

 

NATURE AND SCOPE OF JOB
Works under the direct supervision of the Public Services Manager. Position provides supervisory oversight and leadership to Patron Services Team and directly supervises all aspects of team activities and performance. Position performs work at public desks, selects materials for collection, exhibits a high level of library proficiency and reference interviewing skills and demonstrates leadership abilities. This is a full-time, exempt position.

 

DUTIES AND RESPONSIBILITIES

Public Services Delivery -- Supervisors

• Hires, trains, supervises and evaluates Patron Services staff.
• Exhibits planning skills with respect to work load of staff and overall team functions.
• Proactively seeks solutions to team needs and better ways to provide service.
• Interprets policies and procedures to the community and represents the library in professional and civic activities as applicable.
• Is familiar with and promotes library resources associated with website and electronic resources, library programs and other services.
• Provides instruction on automated circulation module and Reader’s Advisory.
• Provides  informal tours of the library upon request.
• Performs duties consistent with Public Services Delivery module.

Supervisory and Leadership Skills

• Establishes high standards of performance and sets an example for others to follow.
• Offers regular and constructive feedback, giving clear task instructions.
• Sets effective long and short-term goals based on a good understanding of management practices, strategic plan goals, and teams’ annual plan.
• Establishes realistic priorities within available resources.
• Excels in managing complex projects and balancing workloads to achieve results.
• Maintains high morale and provides direction, counsel and guidance which is helpful, constructive and effective.

Public Service Delivery -- all

• Works at public desks delivering service in-person, via telephone, fax, email, and chat with primary service delivered at the Front, Information/Computer Services or Youth Services Desks using electronic and print resources.
• Assists patrons of all ages and audiences with a variety of tasks including circulation of materials, provides assistance with electronic and print tools and facilitates access to information, computer services and other facilities.
• Assists patrons of all ages and audiences with a variety of library functions including but not limited to reserving materials, resolving library account issues, preparing materials for patrons and other administrative tasks related to desk operations.
• Participates in all aspects of Readers’ Advisory Services to patrons. Learns tools and techniques for effectively guiding patrons to reading materials of interest and teaches use of tools as appropriate for all ages and audiences.
• Delivers information services to patrons of all ages and audiences using electronic and print materials, library and standard technological tools.
• Provides service and facilitates patron access to computer knowledge via support including troubleshooting related to public computer access.
• Works collaboratively with other members of the Public Services Team to accomplish assignments.
• Exhibits flexibility with work assignments in order to accomplish team or department goals.
• Provides and supports delivery of service in innovative ways.
• Provides assistance with program delivery as requested and appropriate.
• Stays informed and helps promote overall library programs and services not directly associated with individual job responsibilities.  
• Provides support and training for peers and volunteers as needed.

Budget

• Manages funds designated for Patrons Services and maintains accurate accounting and reporting to Public Services Manager and Business Manager.
• Recommends budget needs to Public Services Manager during planning for annual budget request cycle.

Annual Planning

• Provides leadership with initiating development and implementation of annual plans for the delivery of Public Services in alignment with the library’s overall strategic plan goals and Public Services vision.  
• Provides leadership with development of new initiates related to future goals and assessment of current goals and priorities for Public Services.  
• Provides significant input and research to the development of an annual plan for Patron Services Team in alignment with the library’s overall strategic planning goals and the public service model. 

Collection Development

• Performs all necessary tasks involved with the selection of materials
• Participates in all training and skill building as specified by Collection Development Supervisor.
• Responsible for library selection budget in designated areas of the library collection.
• Works with and adheres to selection procedures established by Collection Development Supervisor.
• Participates in initiatives related to collection development
• Works with Collection Development Supervisor to ensure a consistent and effective collection development process for the library.
• Experience with collection development processes.

Technology Skills

• Possesses high level of proficiency in computer skills relevant to scope of work and consistent with standard library and office practice, and the library’s electronic tools.
• Stays abreast of technological advances and innovations with individual job and library-wide applications in mind.
• Demonstrates willingness to adapt to new and effective ways of providing better service to the community using technologically appropriate methods.

Customer Service Model

• Demonstrates the ability to anticipate customers’ needs and deliver services and respond to customers in a timely, accurate, courteous, respectful and friendly manner.
• Demonstrates ownership, attention to detail, and follow-through effectively and efficiently.
• Approaches problem solving by focusing on customers first.  Advocates for customer results point of view.
• Takes ownership for solving problems, regardless of assigned responsibility.
• Addresses customer concerns in a timely manner.
• Establishes high standards for performance and set an example for others to follow that is aligned with the library’s customer service model.

Training

• Establishes personal training goals.
• Works with team to establish annual training goals.
• Participates in trainings to develop competencies related to services for all ages and audiences.
• Participates in development and delivery of competencies related to services for all ages and audiences
• Provides leadership with recommending, developing and delivery of training. 

Innovation

• Stays current on technology trends as applicable to public services area.
• Encourages self-directed, resourceful and creative behavior among team members towards meeting goals.
• Anticipates problems and proactively plans for solutions.
• Thinks ahead and exercises advance planning strategies.

Teamwork and Interpersonal Skills

• Dealings with fellow staff members, subordinates, supervisors, citizens, personnel from other departments and agencies are characterized by fairness, courtesy, diplomacy, honesty, firmness, empathy and confidence.
• Effective in offering support and assistance to others in obtaining information from others and in supplying information to others.
• Is approachable and open to suggestions.
• Demonstrates a positive attitude and flexibility along with the ability to develop effective relationships with coworkers and supervisors by helping other accomplish tasks and using collaboration and conflict resolution skills.

Communication Skills

• Communicates and listens effectively and responds in an effective, positive and respectful manner.
• Demonstrates comprehension of oral and written questions, instructions and information rapidly, thoroughly and accurately.
• Response to oral and written questions, instructions and information is timely and appropriate.
• Information presented is accurate, complete and current.
• Written reports and correspondence are well-organized, legible, concise and in proper grammatical form.
• Speech and verbal instructions are clear, concise and understandable.

Judgment and Problem Solving

• Demonstrates the ability to problem solve, evaluate alternatives and select the best course of action by using logic and common sense in decision making.
• Problems are identified rapidly, accurate, and appropriately.
• Decisions and resolutions are logical, rapid, appropriate, reliable and effective when made under routine and non-routine conditions.

Reliability

• Completes quality work assignments in a timely and effective manner.
• Arrives to work on time and maintains attendance.
• Meets established schedules and deadlines, including assigned work hours.
• Attends to duties of job.
• Follows up on progress of work.
• Follows instructions and appropriate procedures.
• Fulfills responsibilities and maintains confidentiality as appropriate.

Job Expertise

• Demonstrates knowledge and use of county-wide, library and departmental procedures and policies.
• Applies technical and procedural know-how to get the job done.
• Serves as a “resource person” on whom others rely for advice.
• Answers difficult questions.
• Keeps informed of the latest developments in area of specialty.
• Monitors events which impact functional areas,
• Effectively gathers and uses information, procedures, materials, equipment and techniques required for job.

Personal Objectives

• Sets personal objectives regarding performance and training in line with library goals and objectives.
• Accomplishes personal objectives.
• Attends training workshops and professional meetings when appropriate and possible.
• Participates in statewide and regional committees related to WyLD, WLA, Wyoming State Library or professional organizations.
• Updates computer skills as necessary to stay current with technical changes related to job responsibilities.
• Continually works towards improving efficiency in library processes.
• Responsible for maintaining training materials for specific duties.

NOTE:   Only minimum duties are listed. Other responsibilities may be required as requested by Management.                         

DESIRED MINIMUM QUALIFICATIONS

1.  Education and Experience
a.      Graduation from 4-year college required.
b.    Previous supervisory experience is preferred.
c.      1-2 years work experience in a library is preferred.

2.  Necessary Knowledge, Skills and Abilities
a.      Strong commitment to public service.
b.      Strong commitment to working within a team management structure.
c.      Knowledge of print and electronic reference resources.
d.      Strong computer skills
e.      Strong communication and public relations skills.
f.      Knowledge of automated circulation systems.
g.      Knowledge of the principles and practices of modern library systems and programs.
h.      Knowledge of library classification systems.
I.      Knowledge of basic office procedures.
j.      Working knowledge of math and statistics.
k.      Ability to accurately maintain library filing system.
l.      Ability to establish and maintain effective working relationships with patrons, co- workers, supervisors and the general public.
m.      Interest in reading in a variety of fiction and non-fiction areas.
n.      Skill in operation of standard office tools and equipment.

 

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