Head of Regenstein Circulation and Building Resources
University of Chicago Job Location: Illinois Date Created: 03-30-2022
Library C & A - Access Serv - Collection Mgmt & Circ Admin
About the Department
As a center of intense intellectual inquiry, the University of Chicago Library aspires to be the most dynamic research and learning environment in the world, supporting the University’s commitment to research, and teaching and to using its intellectual resources to help solve the world’s problems. Even as we continue to focus on building and preserving our renowned collections, the Library is assuming new roles that are vital to research, innovation, and learning at the University. In the process, we are leveraging the deep expertise of Library staff, developing services that support new avenues of research, and expanding access to and preservation of scholarly resources in ways that advance the goals of the University community and the needs of the next generation of scholars.
Under the direction of the Head of Collection Management & Circulation, the Head of Regenstein Circulation & Building Resources is responsible for planning and supervising circulation and entry control operations at the Joseph Regenstein Library, which includes lending of materials from circulating collections, course reserves, and Interlibrary Loan, as well as ensuring building security and providing controlled access to the building on a 24-hour/365-day-per-year basis. Responsible for interpreting and enforcing Library policies to maintain a scholarly environment throughout the Joseph Regenstein Library. Provides and promotes excellent customer service to Library patrons across all areas of responsibility. Provides leadership and oversight of two busy service points with extensive operating hours in the largest and most heavily used library on campus.
- Supervises 2.5 FTE circulation supervisors, 2.0 FTE union clerical circulation staff, up to 6.0 FTE circulation student assistants, and 5.0 union clerical entry control staff.
- Oversees hiring, training, and scheduling of circulation and entry control staff.
- Approves or oversees the approval of staff time records.
- Oversees entry control as supervisor in charge when on duty.
- Works with Allied Universal to provide staffing for daily building sweeps at closing, extended study hours as needed during the academic quarter, and to cover gaps in entry control coverage as needed.
- In the absence of a supervisor on duty, addresses emergencies that prevent staff from covering their shifts.
- Establishes work priorities, performance goals, and standards for staff; provides regular coaching and annual performance evaluations.
- Oversees, distributes, and monitors work of staff and ensures routine tasks are completed in a timely manner, including circulation and renewal of circulating materials from general collections, course reserve material, and Interlibrary Loan materials.
- Oversees staff in the collection of fines and fees, processing of replacement copies, issuance of refunds, and daily balancing of funds collected at Regenstein Circulation.
- Oversees staff in their daily use of various work-related systems as they relate to the unit (including circulation and entry control systems), provides initial troubleshooting of problems, and reports issues to appropriate staff.
- Provides a fair and balanced approach to work and work rules; exhibits sensitivity and discretion in working with staff.
- Ensures a departmental climate that offers Library clients efficient, accurate, and courteous service.
- Communicates goals for Department/Division/Library to staff; communicates policies and departmental guidelines, plans and procedures to staff. Brings potential problems to the attention of the appropriate person and/or the Library Human Resources Office.
- Ensures appropriate staff coverage of both the circulation and entry control desks during all hours of operation.
Customer Service and Communication
- Oversees, trains, and coaches all staff to ensure consistent, excellent customer service in person, via telephone, and via email.
- Oversees staff responses to patron inquiries and appeals concerning overdue items, fines, and related issues, including patrons reported to collections agencies. Explains and interprets circulation policies to patrons. Resolves the most difficult problems or refers them to other staff as appropriate.
- Oversees staff in monitoring and maintaining lost & found for building; ensures patrons are contacted in a timely manner when possible.
- Provides support for use of Library spaces, including event spaces, as appropriate.
- Interprets and enforces Library policies for maintaining a scholarly environment. Provides initial response to inquiries or reports of problems with building or security, including routine maintenance requests and building emergencies, when on duty. Contacts other staff, campus police, etc. as appropriate.
- Documents and updates departmental procedures.
- Attends Library staff meetings as appropriate, including monthly Staff Meeting and Access Committee Meeting.
- Under the direction of the Head of Collection Management & Circulation, works to shape circulation and building security policies and ensure consistent practices and policies across the Library.
- In consultation with the Head of Collection Management & Circulation, recommends new services, systems, or workflows to benefit Library users and promote efficient service.
- Works with the Head of Collection Management & Circulation, Library systems staff, and others as appropriate to evaluate, choose, implement, configure, and test systems related to circulation and entry control.
- Works collaboratively with other Library and University units, in particular with Document Delivery, Collection Management, Mansueto Circulation, Reference, Library & University Facilities, the ID & Privileges Office, and TechBar to ensure superior service to library patrons.
- Compiles regular and special statistical reports; reviews operations and makes recommendations for improvements in service to patrons and working conditions for staff; estimates needs in terms of staff, equipment, etc., and provides justification. Conducts special studies as required; sets up and exercises quality and quantity controls for the section.
- In consultation with the Head of Collection Management & Circulation, analyzes use data to identify trends and to make recommendations for improvements in service, staffing levels, and service hours.
- In consultation with the Head of Collection Management & Circulation, sets achievable and measurable goals for the department and staff. Ensures that goals are achieved within agreed upon timelines.
- Writes an annual report summarizing the work of various sections within the unit.
- Performs related duties as assigned or necessary to insure maximum service to patrons and efficient operations of the department
- Maintains guidelines, policies, and procedures for the unit. Manages unit communications, which includes the unit's web site.
- Evaluates services and the effectiveness of policies and makes recommendations for service improvement.
- Assesses and resolves problems and complaints.
- Monitors building security and provides the initial response to emergencies and issues related to building access and security.
- Performs other related work as needed.
Minimum requirements include a college or university degree in related field or an equivalent combination of education and experience.
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
- Bachelor’s degree
- Previous customer service experience in a high-volume library or related setting.
- One year of successful supervisory experience.
- Working knowledge of library procedures.
- Supervisory experience in a library setting.
- Experience in a higher education environment.
Technical Knowledge or Skills:
- Knowledge of workstation applications, including Microsoft Office, email, the internet
- Understanding and working knowledge of library management systems (e.g., Alma, Voyager, etc.).
- Knowledge with scheduling software (e.g., When2Work, LibStaffer, etc.).
- Knowledge of customer service ticketing systems strongly.
- Ability to learn a range of position-related software applications.
- Excellent critical thinking and problem-solving skills (utilizing appropriate resources to resolve issues).
- Strong customer service skills.
- Ability to build high preforming team and drive team member engagement.
- Ability to communicate effectively and with influence, both in writing and orally.
- Ability to utilize emotional intelligence to interact with users and staff professionally, respectfully, and empathetically.
- Ability to coordinate the work of others.
- Ability to exercise sound judgment.
- Attention to detail, accuracy, and organizational skills.
- Ability to bend, crouch, or stoop.
- Ability to carry or lift loads up to 49 lbs..
- Ability to sit for 4 hours or more.
- Ability to use computers extensively for 4 hours or more.
- Ability to visually focus on print material and computer screens for long periods of time.
- Resume (required)
- Cover Letter (required)
- Reference List (preferred)
When applying, the document(s) MUST be uploaded under the Resume / Cover Letter section of the application.
Library Access Services
Scheduled Weekly Hours
Drug Test Required
Health Screen Required
Motor Vehicle Record Inquiry Required
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.
All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.
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