Electronic Resources Access Services Manager

Responsible for the management of the Collections Services’s Electronic Resources and Access (ER&A) Team. Responsible for hiring, co-ordinating, training and evaluating the Electronic Resources and Access (ER&A) Team provisioning electronic resources (ER) services. Investigates and resolves complex problems, and handles issues escalated by ER&A staff. Initiates investigation of incidents flagged by ER providers. Works collaboratively with librarians in Collections Services who have functional responsibilities in ER acquisitions and/or renewals. Responsible for managing the ER&A staff workflows and processes that support UBC Library’s ER access operations and services.

Along with the ER Licensing Specialist, responsible for managing a sustainable licensing infrastructure responsive to University Counsel directives and best practices in ER Licensing. Works collaboratively with librarians in Collections Services on complex licensing issues and strategies. In collaboration with the ER Licensing Specialist, responsible for ER license interpretation, license tracking and management, and digital accessibility review to ensure use of resources are aligned with permitted uses and support accessibility best practices.

Functions as an ER services consultant across the Library and provides training and assistance. Plays both a strategic and operational role in relation to access, discovery and management infrastructure updates and enhancements.

Organizational Status

• Works independently under the general direction of the supervising Collection Services Librarian.
• Works closely with Library HR in the hiring and evaluation of ER&A staff.
• Works closely with the ER Licensing Specialist investigating accessibility requests for electronic collections and licensing workflows and management.
• Works with Collections Services colleagues to review new and trial resources for access, accessibility and discovery issues.
• Communicates externally with vendors to maximize services, report e-content claims (including accessibility platform issues), and resolve problems.
• Provides ER services information and guidance to Library employees (staff and librarians) and Library users (including students, staff, faculty, alumni and community members).
• Operates as an ER services consultant across the Library system and with UBC IT.

Work Performed

• Manages the access, discovery, problem solving, management and related services associated with the Library’s electronic collections.
• Responsible for the management of the ER&A staff charged with ensuring all Library acquired electronic resources are accessible and discoverable.
• Takes a lead role in the implementation, maintenance and updating of the Library’s ER access, discovery and management tools, including, but not limited to: Knowledgebases, Summon, OpenAthens, Usage statistics, Serial Solutions.
• Assigns and distributes work; establishes priorities and adjusts workflows accordingly to maintain acceptable service levels and meet deadlines. Responsible for the work performance of the EResources & Access Team.
• Handles any problems escalated up by ER&A staff. Often has to balance autonomy in selecting a course of action with adhering to Library and University policies.
• Recruits, hires and trains ER&A staff, conducts staff performance reviews and training plans. Ensures compliance with CUPE 2950 collective agreement, liases with Library Human Resources as necessary.
• Leads new vendor/publisher license review and negotiation process, or amendments to current licenses, in order to improve permitted uses, comply with University Counsel policy, provincial legislation on privacy, and ensures terms align with current academic licensing standards.
• Acts as a functional expert for all areas of Library’s ER services: tracking management, access, discovery, problem solving.
• Participates in the development, implementation, and maintenance of Licensing services that support accessibility in collaboration with UBC Library colleagues.
• Responsible for communicating with ER vendors in ensuring optimum performance and compliance with Library negotiated access agreements and licenses.
• Aids alongside UBC IT Security, Library IT Management and the ER Providers in the investigation and resolution of security concerns.
• Participates in the testing and implementation of both local and third-party platforms. Serves on and reports to appropriate Committees and Working Groups.
• Communicates with the Library’s third-party discovery/ERM provider as required to problem-solve and explore system updates or options and makes recommendations on adoption of system changes.
• Develops training manuals and documentation in support of system-wide policies, and delivers workshops and presentations for Library staff and patrons.
• Develops and evaluates system-wide ongoing training programs for ER management tools (e.g. discovery tools, resource knowledgebases, OpenURL link resolvers, ERMs, proxy configuration tools).
• Performs other duties related to the qualifications and requirement of the job.

Consequence of Error/Judgement

Works independently with considerable latitude under broadly established procedures and practices. Job requirements are of an advanced technical nature involving broadly established procedures and practices. There are limited opportunities for standardized solutions. Situations often require innovative “on-the-fly” solutions and exercising judgement in complex situations.

Competing deadlines and overlapping requests must be balanced against day-to-day priorities. Consequences of errors could have both short- and long-term consequences. Failure to act promptly and accurately to reported problems could harm the Library financially, adversely affect the Library’s relationship with vendors, disrupt access for patrons and impede the research of University Faculty.

Failure to act on suspected license breach incidents could lead to loss of the resource for the university, financial penalty for the library and/or jeopardize user identity management and data privacy.

Supervision Received

This position is accountable to, consults with and receives direction from the supervising Collections Services Librarian and Head of Collections Services. The supervising Librarian provides annual job review.

Supervision Given

Manages 2.2 FTE Library Assistants on ER&A Team, coordinates and schedules day-to-day work. , and responsible for hiring and performance management.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Ability to learn highly complex and interconnected systems for managing ER
• Experience in Technical and Collections service operations
• Ability to effectively recruit, train, supervise, and motivate employees
• Ability to effectively use integrated library systems, ER management tools, office (email, word processing, spreadsheet and database) applications and web editing tools at an advanced level
• Ability to effectively resolve client and staff complaints in a calm, non-confrontational manner and by exercising sound judgement