Job Title: Departmental Data and Insights Coordinator
Classification: C3
Department: Library Access Support Services
Updated: March 2025

Job Summary

The responsibilities of this position include working in our user-centered desk environment, opening and/or closing the library, and executing emergency and evacuation processes as needed. This role is also responsible for gathering student focused feedback, serving as lead for FOLIO systems reports, and providing operation support to the department. Additional responsibilities include overseeing student colleagues, coordinating programming, and supporting other areas of the department as needed. This position is a part of the Library Access Support Services department, which is responsible for supporting a set of behind the scenes and public-facing functions virtually and on our Allendale, Health, and Grand Rapids, Michigan campuses. This is a designated essential staff position in support of library operations and will be called upon to work onsite at times when the University changes operating status due to inclement weather or otherwise. Ability to work evenings and weekends; flexibility to work a variety of shifts; and significant functional independence are required.

Essential Functions

• Work regular shifts at the service point, monitoring in-person and virtual activity. This includes the frontline and behind-the-scenes services provided by student colleagues.
• Deliver high quality inclusive and accessible customer service while assisting users with a wide range of transactions and inquiries, in-person and virtually, including reference assistance requiring knowledge of the library’s services, holdings, website, and online databases.
• Identify and respond to security and safety issues that arise, implementing emergency procedures, handling of library user complaints, and at times working with Grand Valley Police Department and facilities to ensure that the library environment is safe and conducive to learning.
• Open or securely close the library in line with standard procedure.
• Demonstrate flexibility, openness and receptivity to new ideas and approaches.
• Demonstrate innovation, creativity, and informed risk-taking.
• Collaborate broadly and engage in department and libraries' initiatives and projects.
• Provide support for events, tours, and other programming hosted in the libraries.
• Roam the library to collect data, on an ongoing basis and for special projects. Roaming activities can include answering questions; identifying, reporting or addressing facilities issues; and assisting with security-related issues.
• Participate in rezoning of furniture in spaces throughout the Mary Idema Pew Library.
• Align with and uphold University Competencies, University Libraries values in action, and user privacy.
• Help foster a healthy work environment for library and student colleagues by working individually, collaboratively, and collectively towards achieving individual, departmental, and library goals.
• Perform other duties as required/assigned.

As support for student engagement:

• Organizes and implements student feedback including round tables, charrettes, and surveys to support LASS program development and initiatives. 
• Conducts student access focused research on behalf of the department.
• Support Day and Night Assistants with the creation of usage reports. 
• Serves as departmental liaison to the Library’s Assessment Librarian.

As Lead support for FOLIO System Reports:

• Compiles lists for Lost & Paid, Missing, In-transit, and old hold requests.
• Coordinates search for missing items across locations. Send final list of missing to Acquisitions functional team.
• Coordinate search for in-transit items that have been in-transit for more than a week across locations. Make items not found missing and cancel and pending requests.   Send final list of missing to Acquisitions functional team.
• Compiles a list of items that have open holds/requests that are older than 3 months.  Cancels requests for lost/missing items, lost and paid items, or those placed by students, faculty, & staff no longer affiliated with GVSU. Notifies Acquisitions functional team of items that have multiple holds alert.
• Compiles a list of lost & paid items, verifies GV-owned alternatives, collects related usage data, and shares reports with Acquisitions functional team.

Operations Secondary Operations Support:

• Provides secondary support to the Lost & Found; local monitoring of the lost & found system including documentation and maintenance of best practices, transfers and/or disposition of lost items.
• Supports and provides back up to Course Reserve Lead:  
  • Processes requests for tangible Course Reserve materials, and handles physical processing of materials, including addition, removal, and quality control.
  • Supports Course Reserve department documentation as needed 
  • Serves as secondary point of contact for professors using Course Reserve assistance; resolves Reserves questions via email or phone call.
  • Serves as secondary for coordination of Course Reserve requests across locations and transfers materials between locations as needed.
• Acts as backup for the approval of student colleague timecards in the absence of the Public Services (UX) Lead.
• Collaborates with Assistant for Departmental Initiatives on creating statistical reports.
• May direct student colleagues work on a project-by-project basis.

Non-Essential Functions

• Participating in the promotion of library services.
• Demonstrating knowledge of design features and building facts by leading building tours.
• Supporting building and campus partners associated with University Libraries.

Required Qualifications

• High school graduate or equivalent.
• Minimum of three years of relevant work experience.
• Experience with various computer software applications such as Microsoft Office and/or equivalent.
• Demonstrated experience to successfully operate office equipment.
• Data entry experience.
• Typing and spelling competency with grammar and proofreading skills.
• Possess strong verbal and written communication skills.
• Demonstrated experience to successfully provide quality customer service.
• Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
• Ability to work under pressure and meet deadlines.
• Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
• Ability to successfully maintain positive intercultural and interpersonal relationships.

Preferred Qualifications:

• Demonstrated experience in social media management.
• Experience or interest in graphic design and accessible visual design.
• Experience working in a library.

Supervision Received

Receives general instruction from a designated supervisor but is generally expected to work independently.

Supervision Exercised

Hire, train, supervise, schedule, and coordinate the work of student employees and may act as lead worker to other PSS staff members within the department/unit/division.

Physical Demands

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

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