Library Specialist, User & Access Services

Johns Hopkins University - Baltimore, MD (30+ days ago)4.1

Under the supervision of the Assistant Director for User and Access Services, the Library Specialist assists with the oversight of the Libraries’ main service point. The incumbent acts as an intermediary between our users and the content and services they are seeking, and is often the front line face of the Libraries. This Specialist welcomes and guides users in the discovery and delivery of content, refers patrons to appropriate subject specialists, provides access to materials, troubleshoots or investigates to resolve user concerns, ensures excellent service standards, and responds efficiently to user inquiries to maintain high user satisfaction and an overall excellent experience that supports research and learning.

Specific duties & responsibilities:
Assist with the oversight of the Libraries’ main service point
Coordinate staff and students serving a diverse community in person, on the phone and virtually
Foster a cooperative, team-oriented work environment through open and interactive communication
Conduct complex conversations with users to identify and understand their needs and ensure satisfaction
Provide access to materials and answer or refer questions regarding the library’s collections, policies, and services
Collaborate with staff, other departments, offsite facilities and institutions to acquire needed content for users
Assess services provided by collecting and reporting appropriate qualitative and quantitative data
Handle complaints, provide and explain the appropriate solutions or alternatives and follow up to ensure resolution
Develop functional expertise in at least one other area of Access Services
Demonstrate and instill a strong understanding of customer focused service
Apply good judgment, civility, and problem solving skills
Maintain integrity and respect confidentiality in all interactions
Master technologies used to deliver information and content
Use multiple systems to circulate materials, access electronic resources, request and supply content, collect data and provide local information
Test, use, and maintain productivity tools to support efficient operations, e.g. Trello, HipChat
Understand basic licensing terms and digital rights management
Inform and support policies, training, workflow, projects, and change
Participate in departmental and library-wide planning, committees and workgroups
Hire, train, supervise, evaluate and schedule student employees
Participate in hiring, training and coaching, and assessment of access services staff members
Assist in the preparation, establishment, and revision of library training materials
Understand workflows and contribute to conversations about best practices
Participate in the planning and implementation of new technologies, services and workflows and actively seek out service improvements
Coordinate and help manage department projects independently and in teams
Pursue continued professional growth by attending courses, seminars, and webinars
Participate in training, team-building, and other activities
Share ideas, policies, and procedures among colleagues
Incumbent may be required to work evenings, weekends and occasional holidays.

Minimum qualifications (mandatory):
High School diploma/GED required. Three years related experience required. Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula

JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Preferred qualifications:
Bachelor’s Degree, 2 years of customer service in a library or comparable public service environment preferred. Prefer academic library experience.

Special knowledge, skills, and abilities:
Demonstrate listening and communication skills that actively build trusting relationships and create an open, respectful, and effective work environment
Recognize and resolve difficult or complicated challenges
Earn others’ trust and respect through consistent honesty and professionalism
Align the direction, products, services, and performance with the library and the university’s mission, values, and goals
Display an ongoing commitment to learning and self-improvement
Build and maintain a positive user experience by listening to users (internal and external) and addressing needs and concerns
Demonstrate skills and the technical competence needed to execute job duties

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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