Job no: 497914
Work type: Staff Full-Time
Location: Denver, CO
Categories: Library Professionals
Division: University Libraries
The University of Denver Libraries, comprised of the Main Library at the Anderson Academic Commons, a remote storage facility called the Hampden Center, and the Bonfils Stanton Music Library in the Newman Center, is a highly collaborative organization that serves a diverse population, ranging from our students, staff, and faculty to public and other academic patrons from the surrounding region. The Anderson Academic Commons is the campus centerpiece for collaborative teaching, learning, and engagement. The University of Denver Libraries are central to discovery and creative interaction among students and faculty, and provide collections, services, personnel, and systems that support the teaching and research programs of the University. The institution is dedicated to the goal of building a culturally diverse and inclusive faculty and staff committed to teaching and working in a multicultural environment.

POSITION SUMMARY

Reporting to the Head of Library Instruction and Research Services, the Research Center Support Specialist supervises the day-to-day operations of the Research Center in the Main Library Reference & Instruction Services Department. The Research Center Support Specialist hires, trains, schedules, supervises, and evaluates the graduate student workers who staff the Anderson Academic Commons Research Center’s desk and consultation room. This position provides support for the Reference & Instruction Services Department’s research and instructional services, answering informational questions from patrons, ensuring coverage for the Research Center, and providing administrative and office support for the faculty of the Reference & Instruction Services Department. Occasional night or weekend hours may be required to assist with desk coverage.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to supervise and direct the workflow of staff with diverse life and cultural backgrounds with empathy and clarity.
• Ability to communicate with diplomacy and tact, in writing, in person, and on the telephone.
• Excellent customer service skills that honor the dignity of others.
• Excellent organizational skills and ability to manage multiple ongoing projects with varying deadlines and priorities.
• Good judgment and creative problem-solving skills to provide practical solutions to unique or novel problems.
• Detail-oriented with the ability to maintain thorough and accurate data.
• High level of comfort with technology such as Microsoft Office software, online search tools, data analysis tools (e.g. Excel, Qualtrics).
• Ability to troubleshoot basic office equipment including computers and printers.
• Curiosity and willingness to learn new skills or technology.

REQUIRED QUALIFICATIONS

• High school diploma or GED.
• Work experience in customer or public service field.
• Experience working with communities and/or teams with diverse socioeconomic, cultural, or life experiences.
• Evidence of, or articulated interest in, supporting students and faculty in their research.

PREFERRED QUALIFICATIONS

• Undergraduate degree.
• Public services experience (reference, instruction, outreach, access services, etc.) in a library.
• Experience supervising, training, and evaluating employees.
• Familiarity with library research databases.

Research Center Supervision (50%)

• Supervises graduate student Research Center Assistants who staff the Research Center desk and Consultation Room in the Reference & Instruction Services Department.
• Collaborates with the Head of Library Instruction & Reference Services to hire, train, schedule, supervise, and evaluate these positions.
• This position is also responsible for delegating project work, providing coaching for performance improvement, and recommending and implementing workflow changes.
• Creates a detailed report on student budget projections reflecting current hourly rates and number of hours needed.
• Tracks Research Center Assistant budget throughout the year and approves timesheets.
• Works with the Head of Library Instruction and Research Services, provides support for the staff and services of the Research Center by working with Research Center Assistants to answer patron’s questions, creating and managing desk schedules for 5-9 Research Center Assistants, maintaining Research Center work area, gathering desk statistics, maintaining the training manual for staff, monitoring the Research Center LibAnswers ticketing queue, and assists with managing the overall LibApps system for Research Center functions.
• Coordinates with faculty librarians and library staff to answer complex patron inquiries.
• Assures excellent service is provided to all library patrons.

Research Center Desk and Consultation Room Coverage (25%)

• Receives reference training from faculty librarians on common library resources, software, and services with the goal of growing their knowledge to better assist library patrons at the Research Center desk.
• Assists students, faculty, and staff with information and research questions at the Research Center desk and in the consultation room.
• Covers open/dropped shifts at the ResearchCenter as needed.

Administrative Support (15%)

• Additionally, assists with research, assessment, and outreach projects by collecting and organizing statistics and analyzing data, scheduling library workshops, writing brief reports, and overseeing the library’s research carrels program.
• Also, may develop visual content for marketing and promotional materials, which includes website highlights, digital signage, and other print or digital materials.

Office Management (10%)

• Provides support for the Reference and Instruction Department faculty and associated services by maintaining the organization of the physical office space, sorting mail, reporting and troubleshooting technology issues, managing office equipment including the departmental printer, ordering supplies, recording departmental meeting minutes, preparing logistics for meetings, assisting with preparation of departmental reports, updating the departmental bulletin board, and collaborating with the Building Coordinator to schedule meeting rooms and classrooms.

Supervisory Duties

• 5-9 hourly and work study graduate student workers