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Access Services Specialist-33817University Staff

University of Colorado Anschutz Medical Campus

Department: Strauss Health Sciences Library

Job Title:  Access Services Specialist

Position #:00003477 – Requisition #: 33817

Job Summary:

Jobs in this career family provide direct professional support for the teaching and/or educational service mission of the university. Functions include academic advising/counseling, student personnel administration, recruitment and admissions, registration, financial aid, faculty affairs, library services, curriculum administration, and others involving direct support of the educational mission of an academic unit.

Professionals at the intermediate level are responsible for exercising discretion, analytical skill, personal accountability, and responsibility in a wide range of areas including academic, administrative, and managerial and student services functions. Work involves creating, integrating, applying, and sharing knowledge directly related to a professional field.

At the intermediate level, duties may be more limited in scope and are performed with guidance and direction from other professionals.

Nature of Work:

This Access Services Specialist will oversee opening and closing operations for the library, including the physical building, customer service desk, and the online AskUs services portal. The position also supports laptops and other gadgets circulated by the library and helps to advertise and promote these resources.

The Access Services Specialist assists users with library technology and discovery systems to aid patrons in finding and determining appropriate resources. With a focus on strong customer service, this role will provide consultation and support to student, faculty, and academic library researchers on the library’s online AskUs system and from the library’s customer service desk. This requires a strong understanding of library resources and services, providing instruction and guidance in use of resources, and determining gaps in service. The position also provides support to keeping statistics like library’s gate count and assists with collection of user feedback as directed. Takes on special projects and other duties as assigned. Many of the duties of this position are areas where training will be provided as necessary and immediate direct experience across all the duties is not expected. Candidates who are excited about this position but whose experience does not align perfectly with every qualification are encouraged to apply.

Supervision Exercised: The position reports to the Circulation Manager Service Desk Coordinator.

Examples of Work Performed:

Information Research Support & Customer Service and Library Opening/Closing Oversight 25%:

• Supporting and answering questions from library patrons in person at the circulation desk and over the library’s virtual Askus service point.
• Helping patrons use the library’s discovery tools including the library catalog and local collections, website, article databases, research guides, and clinical research tools.
• Assisting patrons with the use of multimedia in the facility and with equipment/gadgets circulated by the library.
• Troubleshoot patron requests for help related to remote access of library resources including full text journal articles, ebooks, and databases.
• Assist customers with the use of technology equipment in the facility including scanners, pay-for-print printers, and connecting personal laptops to LCD panels. Assist with basic support for equipment/gadgets circulated by the library including laptops, Wi-Fi hotspots, etc.
• Acts as coordinator of library opening/closing procedures, typical shifts are 8:00AM-4:30PM and 8:45AM-5:15PM.

Circulation & Onsite Customer Support Services 25%:

• Interprets and applies the library conduct policy. Engages customers respectfully to maintain an atmosphere conducive to study and research in the library. Reports issues or concerns related to the conduct policy to department management.
• Coordinates Hold shelf and provides after-hours pickup services to primary patrons
  • facilitates the department team’s provision of hold pickup service for customers using lockers or other hold-shelf options working with designated staff to backup and assist with the service
  • runs the ILS ALMA holds queue daily when working onsite, pulls items to setup for patron pickup
  • Communicates with patrons about hold pickups leveraging direct communication via email or via integrated systems to generate notices to users
  • Keeps documentation of procedures; keeps statistics and provide reports as requested
• Maintain collection of Anatomical Models in the library by continuing to build the collection, gather feedback from patrons, and establishing a maintenance schedule to ensure upkeep.
• Assists with other circulation services as directed and supports course reserves as needed.
• Assist with IT support for events held in library spaces as needed.

Departmental Support Services: purchasing, marketing and communication 25%:

• Develop and implement advertising strategies to increase awareness of library resources, services, and events using software such as Canva and Adobe Pro.
• Coordinate promotional events and outreach activities to engage the library community and attract new library users.
• Maintain brand consistency across all promotional materials and communications.
• Assists with user surveys.
• Oversee inventory management, and distribution of supplies essential for the daily operations of the library's circulation services department.
• Monitor supply levels and anticipate demand to prevent stock shortages and avoid interrupted workflows.
• Collaborate with circulation services staff to assess supply needs and preferences, soliciting feedback to improve inventory management processes.

Other duties as assigned, committees, professional development 25%:

• Assists in monitoring the utilization of library spaces by conducting regular space counts, gathering data on space usage patterns, and generating reports to support library planning and operations.
• Using existing library software “Libinsight” to create a system to conduct library space counts to capture the number of patrons in the building.
• Maintain accurate documentation of space counts, and user surveys for reference and future planning purposes.
• Analyze space usage data to identify trends, patterns, and areas for improvement in library space management.
• Participates on library committees, interdepartmental task forces and working groups, and serves on library search committees to recruit new employees.
• Participates in the library’s diversity, equity, and inclusion learning opportunities. Supports the diversity values of the University helping to offer a welcoming and respectful environment to all persons.

This description is a summary only and is not intended to be all-inclusive. The duties of this position may change from time to time based on business need.

Work Location:

Hybrid – this role is eligible for a hybrid schedule of 4 days per week on campus and as needed for in-person meetings in Aurora, CO.

Why Join Us:

The Strauss Health Sciences Library links people, reliable health sciences knowledge, and technology in support of effective learning, quality health care, vital research, and engaging community service. The library’s collections and resources including facilities are available to University of Colorado students, faculty, and staff, Colorado health care practitioners, and members of the public expressing information needs.

The University of Colorado offers a comprehensive benefits package that includes health insurance, life insurance, retirement plans, tuition benefits, ECO pass, paid time off – vacation, sick, and holidays and more. To see what benefits are available, please visit: https://www.cu.edu/employee-services/benefits-wellness.

Diversity and Equity:

The University of Colorado Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

Qualifications:

Minimum Qualifications:

• A bachelor’s degree in education, psychology, business, public administration, health care, educational technology, social science, liberal arts, communications, accounting, finance, library science, or a directly related field from an accredited institution.
  • Substitution: A combination of education and related technical/paraprofessional experience may be substituted for the bachelor’s degree on a year-for-year basis.
• One (1) year of library experience, academic or public.

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications:

• Customer service skills from working on a customer service desk, covering phones, or virtual customer services online.
• Two or more years of experience working in an academic/public library.
• Experience with circulation services in a library.
• Experience with answering questions about library research and helping people to search for information resources.
• Experience with library catalogs, databases and other information tools for discovery and research.
• Beginning to intermediate skills with Windows PC system and using Microsoft Office applications such as Outlook, Excel (to maintain statistics, data, and information), and Word (to develop, edit and update reports, handouts, and correspondence).

Knowledge, Skills and Abilities:

• Ability to communicate effectively, both in writing and orally.
• Ability to establish and maintain effective working relationships with employees at all levels throughout the institution.
• Outstanding customer service skills.
• Demonstrated commitment and leadership ability to advance diversity and inclusion.
• Knowledge of utilizing library search tools to search and retrieve information from electronic databases and computer systems.
• Ability to manage multiple tasks and projects; meet multiple deadlines; work independently with minimal supervision.