Supervisor, Interlibrary Loan

The Supervisor, Interlibrary Loan oversees the daily operations of Interlibrary Loan unit within the library.

• Ensures smooth and efficient functioning of the Interlibrary Loan unit, including but not limited to processing requests, policy explanation, complaint resolution, problem-solving, circulation of materials, and effective use of the library
• Maintains records and assists with assessment and statistics
• Provides training in policies, procedures, and software specific to the Interlibrary Loan unit and related areas, such as customer service
• Uses various software in daily work, including the Alma (library services platform), Tipasa (ILL management system), PeopleSoft, MS Office Suite, and other software as needed
• Provides customer support to patrons by communicating with various library constituents

• Performs other duties as assigned
• Cross trained to cover Circulation and Computer Lab desks

Direct Reports:

• Supervises student workers

Delegation of Work:

• Delegates work to student workers

Supervision Given:

• Supervises student workers

Required Education:

• Associate's degree

Required Experience:

• Minimum of two (2) years of job-related experience

License/Certification:

• None Required

• Experience using Alma or other integrated library system
• Experience using Tipasa or other interlibrary loan management software
• Supervisory experience
• Customer service experience

Knowledge:

• Knowledge of trends, issues, and accepted practices relevant to the position

Skills:

• Advanced operation skills in Microsoft Office
• Advanced customer service skills to maintain a student-centered study environment within the computer lab and group study rooms.
• Candidates must have strong analytical and problem solving skills, as well as excellent interpersonal and communication skills

Abilities:

• Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Primary Work Location:

• Works in an office environment

Physical Demands:

• Work is normally performed in a typical interior work environment which does not subject the employee to any unpleasant elements
• Position is physically comfortable; individual has discretion about sitting (60%) walking (15%), standing (15%), etc
• Position will require lifting (20 lbs), carrying (4 lbs) , pushing (80 lbs), pulling (80 lbs). Position will require stooping, kneeling, reaching, handling, speaking, hearing, and seeing
• Work environment involves minimal exposure to physical risks

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Support Proficiency

• Possesses comprehensive knowledge and skills with multiple hardware and software systems.
• Effectively applies expertise to identify and troubleshoot user issues.
• Competent to install and configure new systems.
• Willing to share expertise and provide technical support to others.

Work Leadership

• Leads the work of assigned staff.
• Assigns projects and tasks with clear instructions and understanding of work to be performed.
• Mentors and guides by sharing expertise, knowledge of work rules and procedures, and best practices.
• Follows up to ensure tasks and projects are completed within reasonable timeframes.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.