Circulation Service Desk Coordinator

Overview:
The University of Waterloo Library is the campus's partner in learning, research and innovation. Its two main locations and three satellite spaces act as interdisciplinary hubs, bringing together the knowledge, expertise and resources needed by our diverse campus community. The University was built for change and the Library exemplifies Waterloo’s agility as we continuously transform our approaches to creating, discovering, using, sharing and preserving information. With a commitment to open and equitable access to information, we equip researchers and students with the critical research skills to improve our world as active citizens, creative problem solvers and agile leaders. All of our work is done with a strong commitment to equity, diversity, inclusion and accessibility.

Reporting to the Manager, Circulation Services: Lending, the Circulation Services Desk Coordinator manages the daily operations of the library service desks at Dana Porter and Davis Centre libraries. The Coordinator is the department’s primary scheduler for physical and virtual service points and leads staff training, while supervising a team of three. The Coordinator develops processes associated with patron records, fines, and daily deposits and improves service desk and workflows. Building strong relationships, diplomacy and employing excellent communication skills including ability to conduct crucial conversations will be needed across the department and within the campus community.

**Responsibilities**:
Coordinates service desk activities
- Monitors workflows conducted at the service desks, and works with Manager, Circulation Services: Lending to make improvements to processes where needed
- Monitors and orders specialized desk supplies and maintains technical equipment including Adaptive Technology devices at the Porter and Davis circulation desks
- Liaises with the Library’s Financial Officer and campus Finance to develop and maintain daily deposit procedures and records, and trains other staff on these procedures

Maintains patron accounts
- Maintains fines and fees procedures for the Porter and Davis Libraries based on policies developed for the Ontario Council of University Libraries (OCUL) consortium, including overdue notices, replacement charges, and appeals
- Develops and maintains local fines and fees procedures for the UW libraries including service indicator policies, and coordinates the timely searching of library materials where charges are being disputed
- Runs and investigates patron related reports, identifies potential issues, and takes action as needed
- Works closely with academic departments and, in consultation with others, determines appropriate library privileges for patrons who do not fit into usual patron categories. They also create and maintain these patron records
- Liaises with the Registrar's Office, Graduate Studies and Postdoctoral Affairs, Human Resources, Federated and Affiliated libraries, and other OCUL institutions on fines-related and patron record-related issues

Supports Library system recommendations
- Reviews, tracks, tests, and makes recommendations on new features and updates to the library system
- As part of the Circulation testing team
- Reviews and tests monthly fulfillment updates and makes recommendations to Circulation management team on what features should be implemented
- Develops and delivers training on any changes to the system
- Tracks enhancements and communicates changes to the department

Supervision and training
- Supervises three library staff members
- Hires, coaches, trains, and develops employees to assure growth and development, with input from the manager
- Conducts regular performance reviews with direct reports
- Trains permanent, co-op, casual, student staff and staff from affiliated libraries in the use of the online circulation system and department procedures, as part of a training team
- Provides initial training, adapting and using multiple teaching methods according to the needs of the trainee
- Acts as a resource for ongoing training and troubleshooting
- Develops, maintains, and revises of training procedure documentation

Shares in the provision of circulation services
- Consistently practices a wide variety of client service skills, such as: patience; attentiveness; positive language; willingness to learn; and willingness to problem-solve on behalf of library patros
- Typically works 3.5 hours per week at the library’s service points
- Provides evening, weekend, and weekend-evening back-up coverage for circulation desk supervisors
- Provides outstanding service at library’s virtual and in-person service points, campus, and non-campus community members throughout the workday
- Embraces a collegial and collaborative outlook
- Contributes to continuous improvement in the department by identifying and bringing forward issues, and by participating in working groups and committees
- Supports and advances the Library’s strategic dire