Job Title: Access Services Assistant
Classification: C4
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. Additional responsibilities include acting as the lead for Access Services projects, supervising student colleagues 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 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.
• Demonstrate the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population.
• Actively contribute to the Libraries’ Inclusion, Diversity, Equity, and Accessibility commitment.
• 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 by leadership.

As Access Services Student Supervisor:

• Recruits, hires, trains, and schedules a variable student employee workforce 
• Approves student time cards and tracking student salary budget to inform hiring and staffing levels.
• Enters and maintains student schedules in LibStaffer.
• Facilitates shift swapping and shift coverage during vacation, illness, leaves, or call outs.
• Maintains communication with student colleagues through in-person and virtual channels, including performance evaluations and direct coaching
• Collaborates with other department student supervisors to develop and facilitate University Library Student Colleague professional development opportunities and UL (University Libraries) Student Colleague appreciation activities. 
• Collaborates with other department student supervisors to develop and maintain customer service standards, policies, and expectations.
• Coordinates student projects related to public services and access services 
• Maintains training guides, assessments, reference tools, and other documentation. 
• Supports student colleague development by actively listening to their needs and practicing empathy, patience, and flexibility to cultivate student well-being and growth 
• Leads student colleagues by proactively communicating work expectations to support departmental work in ways that foster growth, development, and accountability. Actively developing their skills and knowledge as student supervisor by staying current on trends and challenges associated with leading student colleagues. 
• Collaborates with Managers and other staff to design and implement training initiatives for student colleagues. 
• Assists and collaborates on user centered initiatives.

Serving as stacks management project lead:

• Coordinates retrieval of patron initiated and inter library loan requests and the shelving of physical materials at the Mary Idema Pew Library.
• manages shelf space at the Mary Idema Pew Library while at the same time maximizing ease of access for faculty, students and staff.
• Oversees daily operation of the Mary Idema Pew Library Automated Storage and Retrieval system (ASRS). As well as, Bin audits. 
• Provides project management for the relocation and deselection of large quantities of tangible library materials at the Mary Idema Pew Library which includes consulting with library faculty and staff about space problems and needs, assessing options and recommending solutions, and coordinating each phase of the physical move.

Serving as support for the resource sharing team:

• Works with interlibrary loan/document delivery team to facilitate support from the Access Services Student Assistants when needed.
• Supports interlibrary loan/document delivery daily services when needed.
• MeL issues, policies, and procedures.

Other Duties and Supports:

• Backup to approving UX student timecards, and supervision when UX Lead is out.

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 four years of relevant work experience.
• Demonstrated administrative and organizational skills.
• Experience with various computer software applications such as Microsoft Office and/or equivalent.
• 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.
• Demonstrated experience to successfully coordinate large projects.
• Demonstrated experience to successfully handle multiple demands efficiently.
• Demonstrated experience to successfully organize and prioritize workload.
• Demonstrated experience to successfully handle differing situations and problems in the work routine by exercising judgment.
• Demonstrated experience to successfully 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

• Bachelor’s degree.
• Experience working in higher education.
• Supervisory experience.

Supervision Received

Receives minimal supervision from a designated supervisor. Much of the work is self-initiated. Person is expected to function with considerable independence and apply appropriate policies and procedures within the assigned area of responsibility.

Supervision Exercised

Hire, train, schedule and coordinate the work of student employees and may act as lead worker to 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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