Manager of Borrower Services, Cambridge Public Library, Cambridge, MA

Posted October 4, 2015

CLOSING DATE: 11/02/15

Recruitment of external applicants is underway concurrent with this posting.

Resumes and letters of interest can be submitted via email to [email protected].

Cambridge residents are especially encouraged to apply.

JOB CODE/POSITION #: M416-701

CIVIL SERVICE: Non-Civil Service

HOURS OF WORK: 37.5 hours per week, including at least one evening shift per week and a Saturday rotation. Any other weekend hours as necessary.

UNION AFFILIATION: None

DUTIES & RESPONSIBILITIES:  The Manager of Borrower Services is a senior leadership position with responsibility for directing the Borrower Services Department of the Main Library and borrower services for the library system.  The Manager of Borrower Services establishes the priorities and sets the tone for this service area in order to provide consistent, confidential, accurate, helpful assistance to library users. Specific duties include but are not limited to the following:

• Manages borrower services which includes all circulation functions in a manner that supports the overall goals of the Library, provides strong leadership and vision, and ensures that staff members offer the highest quality customer services to the public
• Continually evaluates, improves, and implements policies and procedures to best meet the evolving needs of the community in the areas of circulation, deliveries, shelving, display and merchandizing
• Empowers and trains staff to anticipate and solve problems for patrons
• Ensures customer service is consistent and personalized, making reasonable exceptions as need arises
• Protects the privacy and free access of library patrons
• Resolves customer complaints effectively and efficiently as needed
• Ensures the professional and welcoming appearance of the public service areas
• Sets goals for the service area, determines activities required to achieve objectives, evaluates progress, and adapts accordingly.  Recommends and initiates new services and technologies and phases out obsolete ones in light of developments in the profession.  Designs policies and procedures that serve the customer service priorities of the Library
• Supervises and evaluates staff.  Addresses and documents performance issues in a timely manner
• Encourages staff to be forward-thinking and flexible and to embrace change
• Fosters excellent communication skills within the department and across the library system
• Ensures broad staff participation in devising and achieving departmental goals.  Creates an atmosphere where initiative, personal responsibility and team work flourishes.
• Ensures staff desk coverage is adequate, equitably assigned, and that staff assignments are developed in the best interest of library service needs
• Conducts regular staff meetings and ensures content is recorded and shared
• Promotes full access to the collection through the prompt shelving and merchandizing of the main library’s collections.  Assumes responsibility for collection development and weeding in assigned areas.
• Maintains a broad knowledge of contemporary, popular literature and nonfiction; develops an understanding of the reading, viewing, and listening interests of Cantabrigians
• Functions as a member of the leadership team of the Library.  This may involve serving on committees, and  representing the library at Minuteman Library Network and other regional meetings

MINIMUM REQUIREMENTS: A bachelor’s degree from a recognized college or university is required. A master’s degree from an ALA accredited library school of library science is a plus and experience with integrated library systems is a plus.  A minimum of five years of successful work experience, at least three of which have been in a position of supervisory/managerial responsibility is required.  Experience managing customer service in a library, bookstore or publishing outlet is preferred or any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

Proven organizational and managerial skills in the area of borrower services/circulation are necessary. Requires: Ability to evaluate staff, set goals with staff, implement progressive disciplinary action when needed, motivate staff, maintain morale, provide direction, and support organizational goals.  Ability to coach and manage professional and paraprofessional staff, both full time and part time, in a fast-paced major service area.  Proven expertise in delivering outstanding customer service.  Ability to supervise and to train staff, to encourage staff to identify and solve problems for customers.  Ability to balance reasonable exceptions with consistent service.  Ability to lead by example and willingness to work alongside the team.  Ability to work effectively with a diverse population.  Capacity to embrace change and motivate staff to do the same.  Ability to communicate effectively both orally and in writing.  Ability to work with enthusiasm and initiative, a cheerful disposition, and a willingness to work harmoniously with others.  Ability to work well in a team situation and flexibility during emergency staffing situations.  Ability to contribute positively to the culture of the Library.  Necessary attributes:  strong work ethic, maturity, candor, resourcefulness, tact, initiative, good memory, attention to detail, excellent problem solving skills.

PHYSICAL DEMANDS: Physically able to operate a variety of technical equipment such as computers, scanners, printers, and mobile devices; Ability to stand or sit for extended periods of time to use computer workstations, including keyboard and visual display terminal; Strength to push or pull a loaded book cart which can weigh in excess of 100 pounds on level floor and up ramp, to lift or maneuver onto cart loads of up to 50 pounds, and to carry cartons of books ; Must be able to pay close attention to details and concentrate on work; Sufficient clarity of speech and hearing or other communication capabilities which permit effective communication; Sufficient vision or other powers of observation to permit employee to read books and patron requests; Sufficient manual dexterity which permits the employee to type and record library files; Sufficient personal mobility and physical reflexes which permits the employee to re-shelve library materials and work at public service desks; Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT: Works in assigned area, including office areas, training rooms, library locations, as necessary; Normal office exposure to noise, stress and interruptions; Attends and participates in continuing educational programs designed to keep abreast of changes in profession.

RATE: $ 72,871 – $94,608 per year

APPLICATION PROCEDURE:  Internal applicants submit a job bidding form and 2 copies of both your resume and letter of interest; external applicants submit both your resume and letter of interest by 8pm on the closing date via email to: [email protected] or to Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA  02139. Fax 617-349-4312

THE CITY OF CAMBRIDGE IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. WOMEN, MINORITIES, VETERANS, AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY. CITY OF CAMBRIDGE RESIDENTS ARE ESPECIALLY ENCOUARGE TO APPLY.