User Services Coordinator

The User Services Coordinator is part of the Stevenson Science and Engineering Library (SEL) within the Jean and Alexander Heard Library System at Vanderbilt University and is a key individual contributor responsible for overseeing the day-to-day operations of the library’s service point. This position ensures that the library service point is open and staffed during all hours of operation (during the regular school year, the library is open 24 hours a day Sunday – Thursday, with extensive hours on Friday and Saturday). Reporting directly to the Associate Director of the SEL, the User Services Coordinator connects with peers throughout the Jean and Alexander Heard Library system to represent the SEL and ensure consistency of service across the system.   

 

The User Services Coordinator manages the SEL’s workforce of student employees, a group of 15-20 students, that changes each semester. The incumbent creates and maintains a schedule of service desk coverage and hires, trains and supervises students as needed each semester. They assign work, evaluate its quality, and give performance feedback to each student. They set and communicate a high standard of service and ensure that standard is being met. They serve as the primary point of contact for patron account issues and building access issues and resolves these issues in a timely manner using independent judgment. They manage the Library’s reserves collection, working with faculty to add/remove reserve materials each semester. Lastly, the User Service Coordinator manages the Gear2Go technology lending service, a large collection of technology that supports teaching and learning.   

 

About the Work Unit: 

 

The Jean and Alexander Heard Libraries are fundamental to the university’s goal of advancing scholarship and learning. We collect, preserve and make accessible a wide variety of resources, we partner with faculty and students to shape research, and we encourage the development of informed scholars and engaged citizens. 

 

The Stevenson Science and Engineering Library is one of nine campus libraries within the Jean and Alexander Heard Libraries at Vanderbilt.  It is the only library open 24 hours per day and is the busiest library in the system.  Located in Stevenson Center, the library’s primary user base can be found within the Stevenson Center complex as well as in Featheringill Hall, Buttrick Hall, Olin Hall, 17th and Horton Building, as well as the Engineering and Science Building.  The library’s staff is made up of the User Services Coordinator, three liaison librarians, an associate library director, and a library director.  The staff function as a team, with librarians mainly focusing on outreach to faculty and the User Services Coordinator handling services and operations occurring within the SEL facility.  

 

Key Functions and Expected Performance: 

 

• Manages library service point to ensure consistent high quality customer service for SEL users.  

• Coordinates library building hours, verifies accuracy of building hours on library web page.  

• Serves as point of contact for circulation and access policy questions for the SEL. Exercises judgment in making library policy decisions. Resolves questions and policy disputes in a timely fashion.  

• Provides public service and reference assistance to library patrons, making referrals to librarians as appropriate.   

• Develops and maintains a deep working knowledge of library resources and the integrated library system, (particularly the circulation, reserves, analytics and cataloging functions) in order to help users and solve problems.   

• Serves as primary point of contact for building access issues with the Manager of Facilities and Mailroom Services, the VU Card Office, VUPD, security guards, and others.   Works with these units to resolve issues in the SEL as appropriate.  

• Assists in the collection and maintenance of circulation statistics and prepares associated reports using Alma Analytics and other tools.  

• Handles processing of patron requests from ILL or the Annex.  

Manages student workforce 

• Creates schedule for student coverage for spring, summer, and fall semesters for all hours the library is open.  

• Interviews and hires students as needed to cover service desk.  Likewise, has full authority to dismiss under-performing student workers.