Department: University Libraries, Access and Information Services (Dept. 1704)

Location: Main Campus, Tucson

Classification: Classified Staff; Full-Time; Exempt; Permanent

Reports To: Carrie Muir, Library Operations Supervisor, Access & Information Services

Position Summary:

The Library Information Associate (LIA) coordinates activities at various public service sites, working in a 24/5 environment for the purpose of supporting the education needs of customers and for promoting a safe and secure learning environment in the various libraries. The LIA also assists customers with basic research needs, providing information, reference, technology assistance and interlibrary loan support that facilitates customer access to the collections of the University of Arizona Libraries.

The incumbent in this position is the Service Coordinator and Student Manager for Express Retrieval, Paging and Searches processes. This work includes daily supervision, resolving issues and wage budget tracking. The LIA provides excellent customer service while also serving on both departmental and library-wide projects and assignments. As needed, the LIA performs all work necessary to meet the changing needs of the Libraries’ customers. As a result of those needs, work patterns and schedules often change.

Work Hours:

Fall/Spring
Position #1: Sunday – Thursday, 12:00pm - 9:00pm (includes one hour unpaid lunch period).

Position #2: Tuesday – Saturday, 1:00pm – 10:00pm (includes one hour unpaid lunch period).

Staff is required to assist with filling in for evening, late night, early morning and weekend shifts as needed for sick/vacation coverage. Shifts change based on the hours the library is open during semester breaks and summer sessions. Hours are assigned to best meet the needs of the AIS and our customers.

Access & Information Services (AIS)

AIS provides seamless access to technology, information and reference services independent of time, location and format. AIS facilitates the use of the physical and digital collections at the University of Arizona Libraries, while maintaining a safe, disruption free learning environment and actively pursuing and implementing new services to meet the needs of our core customers.

The University of Arizona has been recognized on Forbes 2015 list of America’s Best Employers in the United States and has been awarded the 2015 Work-Life Seal of Distinction by the Alliance for Work-Life Progress! For more information about working at the University of Arizona, see http://whyua.arizona.edu/.

Summary - Duties & Responsibilities:

Customer Service and Library-wide and Department Leadership Participation:

Provides customers with reference, technology and circulation assistance (in-person and online via chat and email), including locating library information, resources, materials and services; negotiating overdue accounts and answering billing and collections questions; and troubleshooting software, computers, laptops (including reimaging laptops), projectors and other emerging technology.
Provides leadership including solving problems and making non-routine decisions using sound judgment, following through to solve public desk issues, and coordinating the work of and supervising student employees.
Ensures safety of library customers and employees and security of library materials through application of library and University policies and procedures.
Acts as a liaison with University Police Department (in regards to reporting criminal activity or emergency situations), Campus and Library Facilities (in regards to building problems), Library Systems (in regards to library equipment problems) and as needed Risk Management (in regards to reporting incidents) during evening and weekend hours.
As needed, responsible for opening/closing and securing Libraries.
Utilizing multiple complex systems, responsible for accurately searching incoming Interlibrary Loan requests, facilitating customer access to materials owned and not owned by the University of Arizona Libraries.
As needed, facilitates meetings, makes presentations, participates in decision making and completes assignments, including shared responsibility for data collection, needs assessment and analysis to demonstrate quality of work and to continually improve customer access,
Creates, maintains and updates documentation of work processes.
Works collaboratively with other individuals and departments both virtually and in-person.
Meets quality standards for work within all areas of position.

Service Coordinator and Student Management Responsibilities:

· Demonstrates leadership, supervision and performance management skills in managing student employees through accountability for assigned student management tasks, which include scheduling, training, documentation, day-to-day management, budgeting and observations, and any assigned quality standards. Part of this responsibility includes demonstrating effective communication with various individuals (student employees, desk staff, supervisors and accountants) to ensure work is performed in accordance with University and Library policies and procedures.

Minimum Qualifications:

· Bachelor’s degree AND two years related library experience; OR six years related library experience; OR, any equivalent combination of experience, training and/or education approved by Human Resources.

Ability to work independently under minimal supervision, demonstrating organizational skills, initiative, use of good judgment and solid analytical and problem-solving skills.
Demonstrated customer service skills, including the ability to work with diverse people and serve a diverse population, as well as taking a proactive approach to meeting customer need, coordinating with peers in order to effectively meet customer need, and initiating effective interventions that result in customer satisfaction.
Skill in interviewing customers regarding reference service and sources to better understand customer need.
Ability to deal with difficult customer interactions and work with outside departments to follow University policies and procedures in reporting building incidents and criminal activity.
Demonstrated excellent written and verbal communication skills, including interpersonal skills in developing and maintaining good working relationships.
Demonstrated ability to work in a fast-paced/multi-tasking environment, responding positively to unanticipated changing while exhibiting follow through and flexibility. This involves the ability to work proactively and constructively to identify, define and solve problems with customers and colleagues within and outside the department.
Skill in managing a service, including organizing, training and supervising the work of others and experience in coaching and mentoring.
Knowledge of qualitative and quantitative data collection and analysis.

· Ability and willingness to learn new skills as the work environment and customer needs change.

Preferred Qualifications:

Broad understanding of various types of reference sources (i.e., library catalog, indexes, search engines, print resources) and their appropriate use, including understanding the differences between primary and secondary resources.
Experience providing reference assistance and knowledge of and skill in usage of various research methodologies.
Demonstrated use of Microsoft Office Suite (current version), knowledge of specialized software (i.e., AutoCAD, Final Cut Pro, Flash, fireworks, Photoshop, N6 or SPSS).
Familiarity with library technology, including demonstrated skills in troubleshooting hardware, software and equipment, and ability to acquire new technology skills.
Skill in facilitating meetings and delivering presentations.
Experience searching integrated Library and Course Management Systems and record interpretation (i.e., Innovative Interfaces).

· Previous library experience and working knowledge of issues pertaining to circulation and specialized library areas such as Fine Arts, Music, Health Sciences, Special Collections and Archives.

· Process Improvement, Cost and Systems Analysis, and Project Management skills and experience.

Salary/Benefits: $30,248 - $36,618 annually/DOE. Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state retirement plan; access to UA recreation and cultural activities; and more!

Opened: 10/06/15; Closes: Open Until Filled. First Review Date: 10/29/15.

To Apply: Apply at: http://uacareers.com/postings/6009, Job # S20601. Complete an application form and be prepared to attach a resume and letter of interest that describes how your experience and qualifications are fitting for this position. Please include contact information for three supervisory references (i.e. individuals who have managed your work and completed your performance reviews). For questions regarding The UA Careers application system contact: 520-621-3662; TDD 621-8299 (M-F 8-5). For questions about the Libraries or status of the posting, contact Glenda Hendrickson, Library HR, 520-621-6429 or ghendric@email.arizona.edu. The University of Arizona is an Equal Employment Opportunity – Affirmative Action Employer-M/W/D/V.