LibraryJobline

Job Description

Manages the staff, equipment and services of the Customer Service division of the library and overall responsibility of library facilities and security under the general supervision of the Library Director. Provides exemplary customer experiences through the effective management of library spaces, security and customer transactions and ensures policies and systems are established and maintained to enhance customers’ use of the library.  

The salary range for this position is $28.32- $43.89 per hour with a hiring range of $28.32 - $36.11 per hour, depending on qualifications and experience. Position will close to applicants on: Friday, October 8, 2021 at 5:00 P.M. M.S.T.

Loveland Public Library, located in the heart of Loveland, serves a population of 77,000 from a beautiful LEED Gold Certified building. The recently remodeled and expanded facility was designed with art-inspired elements from the surrounding Rocky Mountains and Big Thompson River. A large-capacity public computer lab, learning center and creator space welcome over 45,000 patrons each year. A rich array of programs and services including bilingual storytimes, writing workshops, cultural celebrations, a used bookstore, a whimsical children’s area and a YOUmedia lab for teens make Loveland Public Library a destination for locals and visitors alike. Partnerships with organizations serving diverse populations support the library’s mission to inform, inspire and engage a strong community through outreach, classes, afterschool programs, and technology access. 

ESSENTIAL JOB FUNCTIONS: 
Leadership/Strategy/Budgeting

• Leads the Customer Service Department to create positive customer interactions and supports efficient transactions of library materials.
• Provides input on library policies and procedures and works with other division managers and Library Director to plan and implement library services and programs.
• Develops and controls division budget.
• Participates in library strategic planning; manages administration and implementation of applicable plan areas.
• Opens and closes division, regularly acts as Person In Charge and Acting Library Director, as needed.

Management/Staff Development

• Manages an active public service desk including scheduling, training and supervision of Customer Service Staff.
• Oversees Material Handlers and all aspects of material transactions and work flow related to the timely and accurate return of materials to the shelves.
• Manages, directs and develops staff including interviewing, hiring, and training employees, planning, assigning and directing work; appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
• Guides, trains and develops staff, library wide, in new customer service and security procedures and policies, including emergency procedures, de-escalation training, and ADA policies and procedures.

Contract/Purchasing/Vendor & Project Management

• Works with vendors, service reps and purchasing to select equipment and oversee service contracts.
• Manages Customer Service projects and purchases, issues RFPs, manages contracts, oversees and tracks budgets and time frames for equipment installation, facilities projects. Coordinates with other City departments as necessary.

Operations and Customer Service Specific Focus

• Establishes and maintains customer service standards and policy for the division and library-wide materials circulation and front desk service.
• Works the public service circulation and service desk as needed (averaging 5 hours per week) assisting library users of all ages.
• Coordinates library security, building maintenance and custodial services to maintain a safe and healthy environment for library staff and visitors.
• Ensures patron files and financial records are accurately maintained.
• Responsible for monthly and annual statistical circulation reports.
• Supervises cash handling procedures and processes accounts sent to collection agency or bankruptcy court.
• Coordinates circulation practices and delivery of materials to partner libraries through the Flatiron Library Consortium and Prospector.

OTHER JOB FUNCTIONS:

• Leads library-wide efforts to improve the customer experience including wayfinding, staff training and recommending changes to policy and procedures.
• Assists with special events, community outreach and City initiatives.
• Serves on City and/or library committees.
• Develops and maintains partnerships with other City departments, community organizations and other libraries.

SUPERVISORY DUTIES:
This position is a second-line supervisor responsible for supervision of first-line supervisors and may also supervise non-exempt and/or non-supervisory exempt employee(s). 

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  

JOB QUALIFICATIONS:
Knowledge, skills and abilities:

• Ability to communicate, collaborate and interact effectively with people of all ages, backgrounds and skills.
• Ability to welcome diverse populations including, but not limited to cultural, racial, economic and ethnic diversity.
• Ability to independently establish and meet goals and deadlines.
• Ability to support library specific applications, including Integrated Library Systems.
• Requires in depth knowledge of Microsoft Office Suite of productivity software – Word, Excel, Outlook, etc.
• Knowledge of established and innovative library resources, methodology and standards.
• Strong customer service skills; ability to demonstrate passion to assist & serve the public.
• Ability to maintain effectiveness under varying degrees of pressure.
• Knowledge of project management.
• Strong organizational & supervisory skills in order to schedule, assign and monitor and manage the work of others.
• Ability to work effectively both independently and as a member of the library leadership team.
• Ability to research, evaluate, learn, become proficient, implement and support new and emerging practices beneficial to Library staff, patrons or City staff.
• Knowledge of de-escalation best practices.
• Ability to train staff on new procedures, policies and practices related to Customer Service, Safety and Security.
• General working knowledge of City policies and specific knowledge of library policies and values.

Core competencies:
Accountability, Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness

Education and/experience
Two years of college coursework plus two years of experience or a Bachelors Degree required. Masters Degree in Library Science (MLS) or related field preferred.

Four years professional and progressively responsible customer service experience required. This is in addition to any years used to satisfy the education requirement.

Two years supervisory experience including hiring, discipline, performance management and evaluation of paid staff required.

Strong experience with library management systems, vendors and solutions is preferred. 

Licensure and/or certifications: 
None

Material and equipment directly used:
Integrated library computer system, library computer desktops and staff terminals, laptops, tablets, eReaders, printers, standard office equipment, telephones, photocopiers, credit card machine, laminator, paper cutter, library carts, AV equipment, library materials (books, media, etc.)

Working conditions and physical requirements: 
While performing the duties of this position, the employee is regularly required to:

work in a typical library environment with extensive public contact; must be able to direct or assist customers to location within the building; must be able to position or move materials on varying height shelves and in file cabinets; must be able to move library carts and equipment weighing more than 50 lbs.  Schedule is flexible, requiring some weekend and evening hours; must be able to open and close building and division; travel to off-site meetings and programs may be required.

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

With over 300 days of sunshine, proximity to Rocky Mountain National Park, endless outdoor recreation options and a thriving arts, brewery, foodie and shopping scene Loveland is an award-winning City.  In 2020, Loveland was the only Colorado City to win the 2020 Governor’s Award for Downtown Excellence.  Loveland is the top residential recycling City in the state for 4 consecutive years.  Additionally, Loveland has consistently been ranked as one of the top places to live, work and raise a family in the U.S. Featured by USA Today in 2017 as one of the Most Idyllic Picturesque towns in America.  As the rest of the world is figuring out what we have known for quite some time… Loveland, Colorado has EVERYTHING YOU LOVE! ~ Love What You Do, Land With Us!

Benefit Eligible Benefits Package Includes:

• Two (2) medical plans, Dental, Vision (for self/ spouse/ children)
• Employee Health & Wellness Center (self/family)
• Paid vacation, holidays, and medical leave
• Flexible spending including Dependent Care
• Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
• Retirement 401a, 457, Roth (pre & post tax) and company match
• Comprehensive Employee Assistance Program
• Voluntary 529 College Invest program
• Personal and Professional Development opportunities
• Discounted recreation passes
• Employee recognition program
• Exceptional work-life balance
• Market based pay & regular performance reviews
• Local Government employment is eligible for Public Loan Forgiveness Program

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

A criminal history background check will be obtained pre-employment.

HR Info

A City of Loveland application is required for consideration.