Director - Public Service

**Summary**

Reporting to the CEO & Chief Librarian (CEO), the Director, Public Service is accountable for providing leadership and management of Library services to the public and the development and implementation of the Library’s Strategic Plan with specific responsibility for advancing strategic priorities in areas of public service and the effective and efficient operation of the branch libraries and associated departments, which includes collections, programming, community outreach and security.

**KEY ACCOUNTABILITIES**

**Departmental Responsibility**

Strategic Oversight of the following:

- **Public Service**: Service offerings at the Library’s 16 facilities throughout the City of London and the safety and security of staff and patrons.
- **Collections**: All digital and physical collections activities, including selection, acquisitions, cataloguing, processing, and lending services.
- **Programming and Outreach**: The coordination of staff efforts for programming and outreach across the system.
- **Volunteer Services**: Recruitment, retention and best use of Library volunteer pool

**Leadership & Administration**
- Works with the CEO and Executive Team on monitoring the Strategic Plan and supporting the Library’s ability respond to current and future opportunities and challenges.
- Acts as project manager or sponsor on related strategic initiatives and projects.
- Provides guidance and input concerning services and operations to direct reports that are leading strategic initiatives and projects.
- Ensures Public Service staff understand the strategic plan and priorities and are engaged in opportunities to participate in initiatives and projects.
- Builds collaborative and productive working relationships across the organization.
- Attends, prepares and presents reports or participates in Library Board or City of London meetings, as required.
- Oversees Public Service collaboration with external partners. Works with Public Service team to develop strategic partnerships and determine priorities.
- Represents the Library at meetings of Provincial and/or national organizations representing public libraries in the absence of the CEO or as delegated.
- Provides timely and relevant information to the CEO to keep them apprised of all public service activity.
- Acts as Chief Executive Officer in the absence of the CEO or, as delegated, in all responsibilities.

**Library Leadership in the Community**
- Liaises and collaborates with Library stakeholders and partners/strategic alliances from various sectors, e.g. government, education, not-for-profit, business, etc.
- Liaises and collaborates with City of London departments, and other boards and commissions as delegated.
- Acts as an advocate on behalf of the Library in the community and with elected officials at all levels of government.
- Represents the Library as a member of external boards, committees and advisory teams.
- Attends external events and functions to represent the Library in the community.
- Attends key Library events and programs.
- Engages with the community and with stakeholders, City Council Members, City staff, community partners and educational institutions through formal presentations, informal meetings and advocacy in order to tell the Library’s story and build support.

**Communication**
- Acts as Library spokesperson as designated by the CEO, such as communicating Board decisions or Library corporate information, i.e. governance and financial matters. Consults with Communications staff on all matters concerning the media.
- Facilitates communication of information within Public Service and other library departments and with key external stakeholders.
- Directs patron feedback processes related to public service, including issue management, ensuring timely follow up and resolution of concerns.

**Analysis and** **Accountability**
- Coordinates the planning, development, implementation, measurement and evaluation of public services, including all core outcomes and service delivery streams.
- Analyzes and reports on key metrics for internal processes and organizational perspectives.
- Integrates the importance of quality improvement activities in providing patron-centered, high-quality services.
- Oversees quality management by setting public service standards and targets in conjunction with the Executive Team, Managers, and Public Service Coordinators and Supervisors; setting goals and objectives; monitoring accomplishment; assessing variables affecting success; developing plans to address variances; and reporting on progress and outcomes.
- Directs workflow analysis and process reengineering in areas of responsibility.

**Location/Departmental Operations**
- Ensures strategic deployment of resources to support service levels and priorities.
- Works with Director, Finance and Facility Services to assure facilities are maintained, safe and clean
- Works with Director, Human Resources, to ensures that Occupational Health & Safety stan