DEADLINE DATE: August 3, 2023 – applications will be reviewed as received
JOB SUMMARY
The User Relations Specialist position provides a high-level continuity of public services at Library West, specifically focused on support activities for the User Services Unit and the resolution of circulation and fulfillment issues at the branch and Libraries’-wide level. This position is responsible for creation and maintenance of user accounts, resolution of borrower disputes and billing inquiries, and for documentation and improvement of policies that enhance the library experience. The position maintains a daily presence at the Circulation Desk and works closely with the Library West User Services Manager to respond to user inquiries promptly and with accuracy, discretion, and sound judgment.
To support all students, staff and faculty, and foster excellence in a diverse and collaborative society, the Libraries are actively seeking candidates who will bring culturally rich. lived experiences to work with individuals of diverse backgrounds, experiences, races, ethnicities, genders, sexual orientations, and perspectives.
RESPONSIBILITIES
Patron Accounts and & Financial Reporting Coordination
Works under supervision of Library West User Services Manager to monitor and determine patron circulation issues.
Coordinates processing of problem reports submitted by library users; collects and manages receipt of problem reports in person, by phone or email, or through staff referral.
Identifies specific disputes and questions, clarifies UF Libraries circulation policies, tracks resolution of reports, and notifies users of departmental decisions.
Completes requests for library privileges from new faculty, students, and staff, as well as affiliated and non-affiliated borrowers. Manages Libraries’ Proxy Borrower program; updates files and proxy assignments for qualified patrons; assists with other specialized borrower programs.
Searches library materials identified as overdue, claimed as returned, and soon-to-be-billed; adjusts fines and updates status of searches. Submits fines and charge reversals for patron accounts with the University Bursar, as per established policies; submits charges for replaced or damaged items as needed. In accordance with University of Florida records retention policies, maintains Library West User Services Unit records as they pertain to these duties.
Assists with updates to UF Libraries’ Circulation Manual as they relate to these activities.
Works closely with the Info Commons & Technology Associate regarding tech items fines and fees and disputes associated with these items.
User Engagement and Communications
Supports activities of Library West’s User Services Unit and the Libraries’ Access & Resource Services’ System Team Leader, to identify, troubleshoot, and help solve material fulfillment issues at the branch and Libraries’-wide level, and to support improvement and documentation of existing policies that enhance the library experience.
Monitors branch email to prioritize and answer circulation questions, and to distribute both routine and complex queries to appropriate branch personnel. Assists with Libraries’-wide email reference services, managing circulation-related inquiries, or assigning tickets for resolution.
Maintains a consistent communication and listening strategy for the Library West branch, reviewing messaging sent that relates to circulation and public service policies.
Regularly reviews User Services and circulation notices, emails, templates, and public-facing policies, to identify and track opportunities to improve communication with user groups.
Routinely sends courtesy overdue notices and special borrower account expiry notices.
Provides for assessment of branch fulfillment activities and record keeping, by compiling and maintaining statistics on frequency of problem reports and type, overdue and billing issues, and patron and proxy account creation.
Closely works with the Collections Manager regarding damaged item assessment.
Attends and participates in regular meetings of the Access & Resource Sharing Steering Team.
Public Services
Works circulation desk and attends to branch operations, maintaining daily presence at circulation desk during assigned shifts; assists users with questions regarding circulation and library policies; verifies and updates patron records; loans & returns materials; creates guest researcher accounts for unaffiliated researchers.
Assists with basic research assistance and reference referrals; assists patrons in use of networked electronic resources, online catalogs, and reference materials and methods, and in locating library materials such as books, microforms, or electronic resources.
Provides assistance and support for patrons in the use of library technologies.
Keeps expert working knowledge of public and internal policies, and all competencies required of Libraries’ circulation staff.
Helps monitor library equipment and facilities within Library West; documents and responds to problems by submitting online service requests.
Helps with creation of temporary guest accounts for the general public and visitors.
Assists with training and oversight of student assistants hired for the current term.
Enforces library and computer use policies, including food/drink policy.
Updates and informs User Services Manager and branch leadership of incidents or events that occur during shifts.
Participates in other branch and library activities
Contributes to documentation of unit and departmental policies and procedures.
Serves on committees, as appointed.
Participates in staff development opportunities.
Other duties as assigned.
QUALIFICATIONS
We value a range of experience and perspectives. Applicants are encouraged to communicate in their application materials and subsequent interview conversations how their work and other experiences satisfy the following qualifications in ways that may not be obvious.
Required:
High School diploma or equivalent and three years of library, or relevant experience; or an Associate’s degree and one year of relevant experience; or any equivalent combination of experience, training and/or education.
Preferred:
Customer service experience in a high traffic, public context.
Detail-oriented and able to check own work for accuracy.
Effective verbal and electronic communication skills, and experience with sharing information in a variety of accessible methods.
Strong multitasking skills, ability to plan and organize work effectively, and to assign priorities to tasks.
Excellent computer skills, including experience with Microsoft Teams, Word, Excel, and Outlook, or similar applications.
Skilled at fostering teamwork among others, and ability to interact and collaborate effectively with colleagues and users to accomplish goals.
Sensitivity to access and research needs of visitors and library users; commitment to contributing to a respectful and caring community for all, including individuals of diverse backgrounds, experiences, races, ethnicities, gender identities, sexual orientations, and perspectives.
Flexibility and ability to adapt and work in a rapidly changing environment.
Commitment to contributing to a respectful and caring community for all, including individuals of diverse backgrounds, experiences, races, ethnicities, gender identities, sexual orientation, and perspectives.
Evidence of excellent interpersonal skills including oral and written communication.
Ability to work both independently and collaboratively to accomplish goals.
HUMANITIES AND SOCIAL SCIENCES LIBRARY (LIBRARY WEST)
Library West is the largest branch library on the UF campus, with 16 faculty and 14 staff members, seating for 1,400 patrons, 1.7 million volumes of in-house materials, and over 200 public computers, including a wide variety of circulating A/V technology and equipment items. Pre-pandemic, Library West received over 1.4 million visitors annually. Renovated in 2006, the branch footprint expanded from 50,000 sq. ft. to 88,000 sq. ft. and offers 18 group study rooms, an accessibility studio, a video recording studio, 12 online proctored testing booths, faculty and graduate carrels, in addition to a limited-access floor for graduate students. One classroom, the Library Instruction Lab, has recently been updated with workstations for hands-on instruction. The Scott Nygren Digital Scholars Studio supports instruction and project collaboration for researchers in digital humanities. Within the branch are five functional units: Research Assistance, Instruction and Outreach, Collections Management, Collections Services, and User Services; these units are managed by coordinators who oversee the daily functions. Library West is also home to the Libraries Administration, Human Resources and Fiscal Services, Library Facilities Planning, and the Access and Resource Sharing unit, providing ILL and Reserves services for all branches. A Starbucks and a newly renovated café area are located in the building. Organizational chart.
UNIVERSITY OF FLORIDA LIBRARIES
The libraries at the University of Florida form the largest academic information resource system in the state of Florida with seven libraries and two off-campus facilities. The George A. Smathers Libraries are comprised of six campus libraries and off-site facilities. In addition to this system, the Lawton Chiles Legal Information Center is part of the Levin College of Law. The Libraries hold over 6.27 million print volumes, 1.5 million e-books, over 197,000 full-text journals, over 1000 electronic databases, 1.3 million documents, and 1.4 million maps and images. Distinctive holdings include the Isser and Rae Price Library of Judaica, Latin American and Caribbean Collection, Baldwin Library of Historical Children’s Literature and the P.K. Yonge Library of Florida History. The Libraries maintain partnerships and participate in a variety of collaborative, international projects while engaging with the UF community. We are a member of the Association of Research Libraries (ARL) and other regional library consortia.
The library staff consists of more than 300 FTE librarians, technical/clerical staff and student assistants. The George A. Smathers Libraries are strong advocates for inclusion and intellectual freedom. The Libraries’ commitment to both is articulated in the Inclusion and Intellectual Freedom Statements. The Smathers Libraries will foster and maintain a culture that supports DEI, as values are foundational and permeates all aspects of our organization per Strategic Directions 4: Diversity, Equity, and Inclusion. Support for professional development is central to the Smathers Libraries. Supports include a formal mentoring program, a robust training program, release time for research and professional service, a comprehensive grants program, and funding for professional development travel.
LIBRARIES LAND ACKNOWLEDGMENT
The Smathers Libraries acknowledge that the main (Gainesville) campus of the University of Florida is located in the ancestral territory of the Potano and later the Seminole peoples. The Smathers Libraries acknowledge its obligation to honor the past, present, and future Native residents and cultures of Florida.
THE UNIVERSITY OF FLORIDA
The University of Florida (UF) is the state of Florida’s preeminent university. The state’s oldest and most comprehensive university, UF is among the nation’s most academically diverse public universities and won the 2018 Senator Paul Simon Award for Comprehensive Internationalization. UF is currently fifth among “Top Public Universities” in the U.S. News and World Report and second among Forbes “Best Value Public Colleges (2016). UF has a long history of established programs in international education, research, and service. It is one of only 17 public, land-grant universities that belong to the Association of American Universities. At UF we have some of the top faculty in the country. In addition to attracting over $900 million in research each year, they foster the uniquely collaborative environment that transforms potential into actual results. UF traces its beginnings to a small seminary in 1853 and is now one of the largest universities in the nation, with more than 60,000 students. The University of Florida seeks to address key challenges of our time, from COVID-19 to racism. In 2020 UF announced a UF-Anti-Racism Initiative. For more information, please consult the UF homepage and the Office of the Chief Diversity Officerwebsite. A snapshot of the student body diversity statistics is available online from UF Institutional Planning and Research.
BENEFITS
University benefits for this position include retirement plan options, insurance benefits, paid family leave (parental and medical), tuition fee waiver program, and employee assistance program, as well as paid time off and holidays. Gainesville, Florida, has no state or local income tax. The University of Florida provides ongoing guidelines and resources related to COVID-19.
AFFIRMATIVE ACTION/EQUAL EMPLOYMENT OPPORTUNITY
The University of Florida is committed to non-discrimination with respect to race, creed, color, religion, age, disability, sex, sexual orientation, gender identity and expression, marital status, national origin, political opinions or affiliations, genetic information, and veteran status in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. We are dedicated to the goal of building a broadly diverse and inclusive faculty and staff within a culturally diverse and pluralistic environment; we invite all qualified applicants including women, members of underrepresented groups, individuals with disabilities, and veterans. The University of Florida is a public institution and subject to all requirement under the Florida Sunshine and Public Records laws.
If an accommodation due to a hearing or speech disability is needed to apply for this position, please call 352-392-2477 University of Florida Human Resources or the Florida Relay System at 800-955-8771 (TDD).
GAINESVILLE COMMUNITY
Gainesville and the surrounding community are home to approximately 257,000 people and both the University of Florida and Santa Fe College. The city is surrounded by more than 40 nature parks, including many spring-fed lakes and rivers, with many paved and unpaved trails for recreation. The city is just over an hour from the Gulf of Mexico and the Atlantic Ocean. Gainesville is an award winning and innovative city, friendly to both professionals and families. The Guide to Greater Gainesville combines award winning photography and compelling articles that capture all the reasons for calling Gainesville your next home. The City of Gainesville is a progressive municipality that seeks to promote racial equity. The area has numerous cultural institutions and is a haven for sports fans. Jacksonville, Orlando, Tampa, Tallahassee, and St. Augustine are all within a two-hour drive.
APPLICATION PROCESS
To apply, submit
a cover letter detailing your interest in, and qualifications for this position
your current resume or CV
a list of three references including their contact information (telephone number and email address)
Apply by 11:55 pm (EST) on August 3, 2023 (applications will be reviewed as received). Submit all application materials through the Jobs at UF online application system at Job Number 527743. If you have any questions or concerns about this process, please contact Tina Marie Litchfield, George A. Smathers Libraries Human Resources Office, at tlitchfield@uflib.ufl.edu.