Job Title: Downtown Libraries 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, executing emergency and evacuation processes as needed. Additional responsibilities include serving as direct supervisor for student employees, serving as downtown coordinator for the Frey and Steelcase Libraries, and providing operational support to the department. 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 in person 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 even 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

• Working regular shifts at the service point, overseeing all activity, including the frontline and behind-the-scenes services provided by student colleagues.
• Delivering 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.
• Identifying and responding 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
• Overseeing secure opening/closing of the library.
• Demonstrating flexibility, openness and receptivity to new ideas and approaches.
• Demonstrating innovation, creativity, and informed risk-taking.
• Collaborate broadly and engage in department and libraries' initiatives and projects. 
• Providing support for events, tours, and other programming hosted in the libraries.
• Roaming the library to collect data, answer questions, and help with facilities and security-related issues.
• Participate in rezoning of furniture in spaces throughout the Frey/Steelcase locations.
• Aligning with and upholding University Competencies, University Libraries values in action, and protecting user privacy. 
• Demonstrating the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population.   
• Actively contributing to the Libraries’ Inclusion, Diversity, Equity, and Accessibility commitment.
• Helping foster a healthy work environment for library and student colleagues by working individually, collaboratively, and collectively towards achieving individual, departmental, and library goals.
• May direct student colleagues work on a project-by-project basis.
• Performing other duties as required/assigned by leadership. 

As a site-based coordinator at the Frey/Steelcase/CML Libraries: 

• Serves as stacks management project lead: 
  • Oversees various collections and managing shelf space, while maximizing ease of access for faculty, students, and staff. 
  • Manages projects for the deselection of tangible library materials which includes consulting with the Head of Collections, library faculty and staff.
  • Tracks inventory to ensure accuracy of library holdings.
  • Coordinates retrieval of patron-initiated and interlibrary loan requests and the shelving of physical materials. 
• Serves a Library Access Support Services department lead for student engagement activities which includes: 
  • Participates as a representative of Library Access Support Services on Student Engagement functional teams or committees with University Libraries colleagues.
  • Collaborates with colleagues across locations and departments on student engagement initiatives, including passive programing, exam cram/jam activities, and library-initiated student-focused events.
  • Collaborates with department management and other experts to develop, document, implement and evaluate inclusive and accessible activities.
  • Recommends and collaborates to implement changes to library spaces and services that improve user experience and student engagement.
• Serves as a local lead and secondary for operational functions:
  • Supports new staff colleagues by leading onboarding and training efforts specific to the location.
  • Maintains operational knowledge of systems and procedures, including problem-solving, troubleshooting, documenting, and communicating non-standard or non-routine tasks and duties. 
  • Communicates with the LASS department to troubleshoot a wide range of operational and functional issues as they occur, in collaboration with the Night Coordinator, Scheduling Coordinator – Mary Idema Pew Library.
  • Works with a team to update and maintain the library’s internal knowledge base and other internal documentation to maintain accurate information on local implementation of policies and procedures.
  • Supports internal library room reservation procedures and approvals.
  • Provides secondary oversight and tracking of facility work orders, escalating to the Department Head as needed.
  • Provides secondary oversight for supply orders for all University Libraries staff located on the Health Campus and DeVos campus.
  • Serves as a Department Emergency Coordinator (DEC) for the University Libraries downtown locations, participates in university safety and emergency preparedness training and communicates relevant policy and procedures updates with colleagues onsite at the Frey and Steelcase Library.  Collaborates with DECs at Mary I Pew Library, to update emergency preparedness manual and scheduling training for downtown staff/students.
  • Provides support for other operational tasks and projects as needed
• Serves as department coordinator for staff/student scheduling, and student employment/supervision:
  • Staff Scheduling:
    • Develops and updates scheduling scenarios for each semester based on operating hours and staffing levels.
    • Loads schedules into LibStaffer and adjusts staff shifts based on approved vacation and use of benefits.
    • Maintains in-depth knowledge scheduling patterns and academic calendar to inform and recommend staffing strategies for schedule changes around breaks and holidays.
    • Collaborates with managers and staff to facilitate shift swapping and shift coverage during vacation, illness, leaves, or call outs.
    • Assists with creating and running usage and gate count reports to identify peak times of operation and inform building hours decision-making.
    • Monitors the hours and operations of building partners such as CHS/DCIH, IT, and DeVos Campus building A for any changes that might impact library services or library operations.
• Serving as direct supervisor for the student employees, which includes:
  • 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.
  • 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, training, and UL Student Colleague appreciation activities
  • Coordinates student projects related to access and user experience services.
  • Coordinates Student Employment projects for selected Lead Student colleagues each year.
  • Maintains in collaboration with other UL student supervisors: student colleague training guides, assessments, reference tools, and other documentation.
  • Collaborates with Managers and other staff to design and implement training initiatives for student colleagues. 
  • Supports student colleague development by actively listening to their needs and practicing empathy, patience, and flexibility to cultivate student well-being and growth.
  • Enters and maintains student schedules in LibStaffer.
  • Facilitates shift swapping and shift coverage during vacation, illness, leaves, or call outs.
  • Leads student colleagues by proactively communicating work expectations to support departmental work in ways that foster growth, development, and accountability.

Non-Essential Functions

• Participates in User Experience research initiatives aimed at better understanding and improving user experience.
• Participates in the promotion of library services. 
• Demonstrates knowledge of design features and building facts by leading building tours   
• Supports 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

• Demonstrated the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population to contribute to a healthy, inclusive working and learning environment.  
• Demonstrated commitment to inclusion, diversity, equity, and accessibility.
• Project management experience or experience supporting projects as a member of a team.    
• Minimum one year of direct 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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