This full-time position is a support role working with the Community Support & Safety Department at Grand Rapids Public Library. This position works closely with GRPL patrons, Grand Rapids community service providers, GRPL staff, and security personnel to keep patrons and staff safe and help vulnerable patrons connect to needed resources.
A key function of this position includes investigating, processing, and tracking data around Incident Reports and Monitoring Logs. This includes security footage review, conversations with staff, and discussing situational next steps with management. This position also de-escalates situations and facilitates resource connections with patrons. This role has duties related to patron and staff safety and security, including regularly serving as Supervisor in Charge for the library system.
Work is performed under the general direction of the Community Services Manager. This position requires the ability to travel to all 8 GRPL locations in the performance of some duties.
This position is regularly scheduled at the Main Library:
Wednesday
9:00 am - 6:00 pm
Thursday
9:00 am - 6:00 pm
Alternating Friday/Saturday
9:00 am - 6:00 pm
Core Competencies
De-escalation & Safety Management
Builds rapport and trust with patrons and community members when representing GRPL.
Applies de-escalation techniques to handle challenging interactions and resolves conflicts calmly- .
Effectively communicates with staff and patrons during and after escalated situations- .
Investigates and researches Incident Reports and Monitoring Logs and completes the associated clerical tasks accurately- .
Exercises sound judgment as Supervisor in Charge- .
Contributes to the planning and rollout of library safety and security infrastructure and manages inventory of safety supplies- .
Assists with training staff and coordinating staff training opportunities- .
Resource Navigation & Community Outreach
Connects community members and vulnerable patrons to appropriate internal and external resources both on and off site
- .
Researches, develops, and maintains networks of community-based support services in partnership with the Library Resource Navigator- .
Customer Service & Operations
Provides professional, friendly service to library patrons and coworkers in-person, over the phone, and in writing in a manner that meets GRPL expectations around customer service
- .
Handles circulation tasks, issues library cards, and resolves account issues with clear communication- .
Manages administrative workflows, data entry, and report generation independently- .
Ability to:
Provide consistently friendly, accurate, and efficient service to GRPL patrons and staff; ability to make independent and reliable decisions related to patron experience
- .
Communicate professionally with diverse groups both verbally and in writing- .
Provide and model engaging and consistent customer service- .
Keep up-to-date on GRPL policies, procedures, and documentation as they relate to job functions- .
Follow library policies and procedures as well as state laws governing library services, specifically those laws dealing with the confidentiality of patron records and any other private information conveyed; capacity to learn and apply library procedures, principles, and methods- .
Set priorities and meet deadlines; adaptability and judgment to reprioritize as needed.-
Perform standardized processes; ability to follow procedures in processing forms and other communication.-
Understand systems and maintain an organized and effective work process; flexibility to review and improve upon processes as they become dated or new information becomes available.-
Prepare clear and concise reports- .
Establish and maintain working relationships with other staff and the general public; ability to work collaboratively.-
Travel efficiently between branches during a shift.-
Manage emotions in the workplace and maintain professional composure and judgment.-
Work with a supervisor and process feedback regarding job performance.-
Maintain a consistent safety record as it relates to operation of the motor vehicles- .
Extensive knowledge of:
Available resources (and associated systems) for vulnerable people in Grand Rapids, including but not limited to resources around housing, food access, employment, medical health needs, and mental health needs.
Trends and developments in human services, ability to adapt to evolving needs of the department and organization, and willingness to seek additional training as needed, including via conference and workshop attendance, professional networking, etc.
Understanding of:
General office procedures, processes and equipment; ability to operate a variety of office equipment, including computer workstations, typical electronic devices, and software.
Please note the following:
A cover letter is required
Please attach a cover letter in pdf format that describes your interest in the position, your interest in working at GRPL, and how these might tie in with personal or professional goal- e
To be eligible for this position, you must apply through the City of Grand Rapids Job Opportunities pag- e
Please visit the library's jobs page for a list of other open positions at Grand Rapids Public Library.
All inquiries related to this posting should be directed to:
Grand Rapids Public Library
111 Library St NE
Grand Rapids, MI 49503
GRPL proudly promotes diversity and inclusion in employment, and strives to maintain a workplace culture where respect and positive recognition of differences are cultivated.
Grand Rapids Public Library provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination of any type without regard to race, color, religion, gender, gender identity, sexual orientation, age, national origin, veteran status, disability, height, weight, familial status, marital status, or any other characteristic protected by applicable law. GRPL will make reasonable accommodations for employees and job applicants with disabilities.
This applies to all terms and conditions of employment, including but not limited to recruiting, hiring, transfer, training, promotion, discipline, termination, leaves of absence, compensation, and benefits, as well as work-related events and activities.