IDEAS Help & Information Coordinator, Northeastern University, Boston, MA

Posted November 7, 2022

Description:

Under the supervision of the Information Delivery & Access Services (IDEAS) Department Head, the Help & Information Coordinator provides direct service at the Library’s Help & Information Desk and hires, schedules, trains, and supervises the student employees who work at the Help & Information Desk. They create, develop, and enhance online training guides, document workflows, and assist in the management of the library’s rooms & spaces. They open library services in the morning, and contribute to the circulation, access and privileges, reserves, resource sharing, and collections maintenance operations of the department.

Hours for this position are Monday – Friday 7:30am – 3:30pm, with the possibility of some remote work. 35 hour work week.

The H&I Coordinator is the right role for someone who can provide and model excellent customer service during the morning hours in a dynamic higher education environment. They will have a passion for supervising a culturally diverse student workforce and serving a large  and similarly diverse population of students.

Salary: $25.00 – $28.50/hour

Responsibilities:

The Help & Information Coordinator will be responsible for the supervision of approximately 20 student staff working at the Library’s Help & Information Desk, including hiring, scheduling, training, and approving their timesheets weekly.  They will create, develop, and enhance the online training guides, and recommend and implement workflow improvements and efficiencies. They will manage the library’s rooms and spaces, administer borrowing privileges and consortial borrowing cards on behalf of the Boston Library Consortium, oversee the lost & found, maintain the department’s supply inventory, and facilitate key access throughout the building. IDEAS staff must be aware of all library policies and procedures to answer users’ questions, resolve problems, or make referrals to library subject experts as appropriate.  They will demonstrate interest in the profession by staying aware of emerging trends and attending conferences and other meetings as appropriate.

Qualifications:

We invite people with various skills and levels of expertise to apply to these positions. Candidates who meet some, but not all, of the requirements listed below are also encouraged to apply. We also seek colleagues who are committed to building an inclusive and diverse working environment and who have been and remain underrepresented or marginalized in the field of librarianship – including but not limited to people of color, LGBTQ+ people, individuals with disabilities and applicants from lower-income and first-generation library or academic backgrounds.

·       Bachelor’s Degree preferred

·       1-2 years of relevant customer service experience required, library experience preferred

·       Previous supervisory experience strongly preferred

·       Creative, service-oriented problem solver

·       Excellent interpersonal communication skills

·       Must be comfortable working collaboratively with a large and diverse population of Northeastern faculty, staff, and students

·       Must demonstrate the ability to make decisions using sound judgment

·       Must foster and maintain a very high standard of excellent customer service

·       The successful candidate will need to demonstrate knowledge of the library’s extensive collection of electronic and physical resources, its spaces, and services, to assist users in getting started with their research. 

·       IDEAS staff must be culturally competent and skilled at interacting with a large international student population and be comfortable providing accommodations for library users who may have a disability. 

How to Apply:

Follow this link; https://northeastern.wd1.myworkdayjobs.com/careers/job/Boston-MA-Main-Campus/IDEAS-Help—Info-Coordinator_R110375