Job ID: 328313
Location: Twin Cities
Job Family: LR-Technical
Full/Part Time: Full-Time
Job Code: 4997
• Five years relevant library experience.
• College education can be substituted for experience on a year for year basis up to three years.
• Demonstrated success working effectively both independently and within teams.
• Good interpersonal skills, including outstanding oral and written communication skills.
• Candidate should possess a strong commitment to providing excellent customer service.
• Administrative and office skills to include extensive knowledge with integrated automated library systems, database management and spreadsheet software, (Google Suite, Excel, WorldShare)
• Supervisory experience (supervising student employees and or employees).
• Training experience (training student employees and or employees).
About the Job
Work Hours/Days: **This is an evening position.** Academic work schedule is 11:30AM – 8:00PM. Breaks and summer work schedule is 9:30AM – 6:00PM.
This position is in the Resource Sharing Area. The Library Assistant 3 serves as the functional expert in the Referral Processing Area (RPA) and with VDX request processing. In addition, this person serves as a back-up for RPA and VDX request processing staff. The Library Assistant 3 in the Resource Sharing Area maintains and promotes a high standard of service to users in the Minitex region.
55% Expert Knowledge of the Referral Processing Area
• Responsible for the daily operation of the Referral Processing Area.
• Analyzes workflow, manages processing of referral materials in Minitex Resource Sharing.
• Directs staff appropriately to ensure completion of tasks within the same shift for incoming referral materials and returned items.
• Develops and maintains knowledge of the various interlibrary loan systems (VDX, Alma, Alexis, Wiscat, ILLiad, and Aleph) and workflow processes (reports, typing, scanning) of the tasks performed in the Minitex office in Andersen Library.
• Communicates process changes to student and full time staff in the Referral Processing Area.
• Develops backup plans for staff absences and implement those plans when needed to ensure deadlines are met.
• Works to identify and solve problems in the material handling process using judgement and critical thinking. Determines appropriate handling of misrouted and or incorrect materials received. Instructs staff how to handle items requiring special handling.
• Hires, schedules, trains and supervises student staff in the Referral Processing Area. Monitors daily workflow of student staff, communicates and oversees process changes.
20% Verifies and Identifies Locations and Typing Referral Requests to Off-campus Libraries on the VDX Interlibrary Loan System.
• Works with supervisor or other Minitex staff members on requests in MNLINK VDX.
• Trains full time and student staff in VDX tasks. Assesses progress and keep staff informed of procedure changes, quality, and other performance issues.
• Analyzes daily request traffic to ensure excellent service delivery by noticing patterns, alerting staff to possible errors and other situations impacting workflow, such as unexpected personnel absences, software and equipment issues, or other delays in processing.
• Quickly recognizes workflow issues, using independent judgment and critical thinking, seeks the quickest and most complete solution. • Communicates effectively and appropriately with affected staff as needed.
• Downloads and processes requests and status checks. Handles special messages via phone or email, utilizing critical thinking to handle these items in order to deliver the best customer service possible.
• Works to continuously improve service by analyzing daily workflow to ensure that all essential interlibrary loan processes are completed efficiently and on time.
• Hire, schedule, and train students as needed according to workflow.
25% Contribute to the Daily Operations and Overall Effectiveness of Resource Sharing and Minitex.
• Promotes consistency of service, best practices, and high standards for customer service and ethical behavior throughout Resource Sharing by providing excellent customer service, by creative problem solving, and by troubleshooting issues utilizing critical thinking and independent judgment.
• Reviews and evaluates procedures and processes; recommends and coordinates needed changes. Ensures documentation of workflow procedures for all unit staff and the maintenance of procedure manuals on Google Sites.
• Represents the interests of Resource Sharing, Minitex, and the University Libraries by attending meetings and collaborating with colleagues. Works closely with supervisor, Resource Sharing Management Group (RSMG), and co-workers in Resource Sharing to ensure a high level of efficiency and quality of processes.
• Participate and/or present information at office or participant meetings, such as Minitex Public Library Node or other groups of participating libraries. Contributes to written communication for Resource Sharing, including writing articles for publication in Resource Sharing News.
• Attend workshops and conferences as appropriate, share information learned with other Minitex staff using appropriate communication methods. Work with various groups and task teams that focus on office-wide or organizational concerns, as appropriate.
About the Department
Minitex is a publicly supported network of all kinds of libraries in Minnesota, North Dakota, and South Dakota that work cooperatively to enhance the libraries’ services to their patron communities. Minitex’s suite of services promote effective delivery of needed information, partnerships, and sharing library resources including collections and electronic resources, bibliographic records, and reference services. Minitex pursues technological innovations to provide new opportunities for delivery of services. A joint program of the Office of Higher Education and the University of Minnesota, Minitex operates as a division of the University Libraries, based at the University of Minnesota, Twin Cities Campus.
Service Area Overview:
Resource Sharing is a service area in which Minitex participants submit requests for returnable and nonreturnable materials to the Minitex central office located at the University of Minnesota Libraries – Twin Cities. Staff use physical and electronic resources from the University Libraries, as well as from libraries in the Minitex region, to fill requests. Staff participate in outreach to interlibrary loan staff at libraries in the Minitex region to provide leadership, expertise, and instruction for resource sharing functions. Resource Sharing staff continuously adapt workflow to incorporate new and emerging technology to ensure quick and accurate service.
Original posting / application information: Visit the U of M Careers page and search for job id #328313