Information & References Services Manager

Description

Based at the Central Library and serving the broader library system, the Information & Reference Services Manager provides strategic leadership, direction, and vision for modern reference and information services. Under the general supervision of the Director of Central Library Operations, this role oversees a reference team and ensures the delivery of high-quality reference services in person, over the phone, through email, and utilizing our chat platform. This role is also responsible for reimagining, evolving, and expanding what reference means in a modern and urban public library.

Oversees operations in our One North Computer Lab and ensures the cross training of Associate level positions on the Customer Services team. Works with Director of Central Library Operations on refining policies, advancing innovating programming, and providing community centered services.

This is a full-time, exempt position with a starting salary of $63,026, plus excellent benefits.

Schedule

Monday - Friday: 8:30 am - 5 pm.

Note: Occasional evenings & weekends based on need.

Location

Central Library: 14 West 10th Street, KCMO, 64105.

Job Duties

1. Both in conjunction with the Director of Central Library Operations and independently: Plans, coordinates, monitors, and evaluates goals and objectives of Central Reference Services, the One North Computer Lab, and Central Library; partners and cooperates with other departments and library locations to develop and implement effective services, programs, and procedures.
2. Engages, and directs staff to engage, the community and community organizations to identify information needs, offer solutions and promote library information and reference resources, including digital services.
3. Manages and develops the Library’s telephone and online reference services.
4. Directs use, promotion, and maintenance of reference resources including traditional print materials, digital resources, and expertise of personnel.
5. Works with the Collection Development department to identify reference material and resource needs for library system; assists in maintaining strong, up to date, vibrant Central collections and communicates collection needs to appropriate staff.
6. Serves as leading reference librarian and directs the delivery of high-quality library services including reference, information, reader's advisory, catalog assistance, customer account assistance, community referral and explanation of ILL services to facilitate effective use of library resources.
7. Assists Director of Central Library Operations with identifying inefficiencies in systems or processes to streamline or enhance services.
8. Keeps abreast of current trends and developments in profession and in the Kansas City community; performs duties requiring the exercise of professional skill, initiative, and independent judgment.
9. Performs other related work and undertakes special projects as assigned.

Supervisory and Managerial Duties

1. Ensures adequate staff coverage. This may include adjusting or augmenting own schedule if other staff cannot be found to provide coverage.
2. Directs personnel to assure productivity: interviews, selects, trains, schedules, develops, and evaluates staff; organizes, assigns, and reviews work; conveys information to staff and staff concerns to administration; participates on and leads committees and work groups.
3. Hosts regularly scheduled meetings to provide reference staff an overview of current library services and resources.
4. Ensures adequate staffing levels within budgetary limits; evaluates effectiveness of services offered; sets standards in accordance with library policy; provides consultation to staff system wide.
5. Supervises the One North Technology Center Supervisor.
6. Serves on Central Library’s management team focusing on the daily operation of the Central Library.
7. Serves as backup in the absence of the Director of Central Library Operations and the Customer Services Manager.
8. Prepares monthly report of activities and submits annual budget request.

Requirements

1. Ability to work during all hours of operation should staffing needs arise.
2. Demonstrated ability to interact and communicate successfully with staff and public in-person, through writing, and by telephone.
3. Demonstrated ability to engage the community and plan and execute programming based on community needs.
4. Demonstrated ability to organize work effectively, lead, coach, and direct personnel.
5. Demonstrated ability to collaborate with a diverse group of staff; serve as a positive role model.
6. Demonstrated ability to produce and review a wide variety of library materials, written correspondence, reports, and related materials - both electronic and hard copy form.
7. Demonstrated ability to follow oral and/or written instructions.
8. Strong public relations and public presentation skills.
9. Proven skills in goal identification and achievement.
10. Advanced computer skills with demonstrated ability to operate a keyboard and other assigned equipment.
11. Thorough knowledge of the principles and practices of professional library work, particularly leading reference services.
12. Considerable knowledge of current management practices.
13. Ability to speak and understand English is required. Additional consideration will be given to individuals that are proficient in any non-English languages used in Jackson County, MO including Spanish, American Sign Language, Vietnamese, French, Arabic, and Swahili.

Required Education and Experience

• Three or more years of customer service experience.
• Previous experience in reference services preferred.
• Previous supervisory or managerial experience; prefer at least three years experience or more.
• MLS or MLIS degree or an equivalent combination of education and related experience.
• Tolerance for dust and mold which permits the employee to perform assigned library operations throughout the building.

Work Environment

Work is performed at the Library’s Central location. Primary workspace is shared with co-workers in an office space within the Central Library. Other work will be performed in a public space amongst staff and patrons from a diverse socio-economic community.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The employee must be able to perform the essential functions and job requirements of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

How to Apply

Please apply for this position through our web application system. We only accept applications for specific currently open positions made through our online system. Access the online application from the job listing on the Job Opportunities page. The application system allows you to attach a document (such as a cover letter or a resume) to your application (10MB limit per document). When you submit your application, an acknowledgement will be sent to the email address you provided. You are welcome to apply for as many positions as you wish. However, to minimize problems, close and restart your browser between each application.

All online Application for Employment forms must be completely filled out. For technical assistance, call 816.701.3712.

Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.