Assistant Head of User Services

Department Library C & A - Access Serv - Collection Mgmt & Circ Admin About the Department Widely known as guardian of one of the largest academic library collections in North America, the University of Chicago Library is redefining its role as a provider of services within an increasingly open global knowledge ecosystem. We value open and equitable access to knowledge, freedom of speech and inquiry, and working in partnership within and beyond the UChicago community. We are creating a working environment that embraces innovation and respect and that celebrates and develops staff. As part of the University of Chicago, we offer a wide variety of strong benefits and programs to academics and staff. From a choice of comprehensive health plan options and wellness programs, short and long-term disability insurance, continuing education opportunities including educational assistance plans, competitive retirement plans and paid time off (vacation, personal and university holidays), we’re committed to providing benefits and a work environment that matters! Job Summary Under the direction of the Head of User Services, the Assistant Heads of User Services (3) work in collaboration with each other across all three positions to perform their work. The Assistant Heads of User Services are responsible for planning and supervising user and access services for the Regenstein, Crerar, Eckhart, and Social Work Libraries. Each Assistant Head of User Services will have primary responsibility for defined functional areas and direct reports, while working collaboratively to ensure consistency across all User Services operations. All Assistant Heads are expected to maintain sufficient cross-training to provide coverage and serve as backup for one another as operational needs require. Responsible for ensuring building and library security and providing controlled 24-hour/365-day-per-year access to spaces. Oversees Regenstein’s Entry Desk and entries to Regenstein, Crerar, Eckhart, and Social Work libraries and in collaboration with buildings managers at non-Regenstein campus libraries. Responsible for interpreting and enforcing Library policies to maintain a scholarly environment throughout Regenstein, Crerar, Eckhart, and Social Work libraries. Provides and promotes excellent customer service to Library patrons across all areas of responsibility. Provides supervision and oversight across four service points, including Regenstein which has extensive operating hours and is the largest and most heavily used campus library, with more than 1.2 million annual users. Oversees lending of materials from circulating collections, course reserves, and interlibrary loan. Responsibilities Operations & Staff Leadership Supervises union clerical staff, non-union circulation supervisors, and student employees across all areas of responsibility. Each Assistant Head has primary responsibility for 3–4 direct reports and is responsible for hiring, onboarding, scheduling, payroll, coaching, performance management, and annual performance evaluations. Establishes work priorities and performance standards for staff. Ensures appropriate staff coverage of circulation service points and entry desks during all hours of operation. Makes considered recommendations to the Head of User Services for emergency closing of service points due to staffing constraints or weather conditions, giving priority to essential operations, redirecting staff as needed. Oversees, distributes, and monitors work and ensures routine tasks are completed in a timely manner. Develops and maintains departmental documentation. Communicates policies and departmental guidelines, plans, and procedures to staff. Establishes and models excellent customer service standards for staff at all service points in consultation with the Head of User Services. Oversees the consistent application of service standards for patron interactions in-person, by phone, and via online ticketing, coaching staff when necessary.  Provides necessary and ongoing training for staff, including but not limited to, customer service, de-escalation, privacy, and software. Oversees daily use of various work-related systems as they relate to the unit (including circulation, entry control, building security, room reservation, and patron ticketing), provides initial troubleshooting of problems, and reports issues to appropriate staff. Works collaboratively with the Head of User Services and other Assistant Heads, as well as with key Library and University stakeholders, to meet department objectives. Gathers, analyzes, and reports statistical and other management information, including library statistics and ad hoc reports and inquiries. Serves on occasional working groups that establish policies, develop training, and promote consistent deployment of services. Serves as backup as required for other Assistant Heads, including for oversight of work and payroll time approvals. Oversees the work of all supervisors and clerical staff across relevant service points while on duty or when primary supervisor is unavailable.   Entry & Access Services Oversees access and entry procedures at library locations including library public spaces and controlled access. Works with the Head of User Services to develop and maintain access procedures and procedures for handling security issues. Enforces library policies and maintains a safe, scholarly environment; de-escalates conflicts, resolves patron issues, and documents incidents as needed. Supports staff through guidance, training, and follow-up related to incident response. Uses judgement to determine when patrons should be temporarily removed from Library premises. Makes considered recommendations to assist the Head of User Services and the Director of Access Services in determining when to issue a no-trespass warning under University policy. Works with Allied Universal to provide staffing for daily building sweeps at closing, e