Hartford Public Library is
nationally recognized for its wide range of initiatives including
immigration services, employment assistance, school partnerships and
youth leadership training. Now celebrating its 127th year, Hartford
Public Library remains at the forefront of redefining the urban library
experience in the 21st Century with services designed for and by a
diverse and dynamic city and region. With seven locations throughout the
city, HPL is the catalyst for opportunities in education, civic
engagement, intellectual enrichment and cultural development for tens of
thousands of children, youth and adults every year. www.hplct.org.
The Public Services Coordinator is responsible for taking HPL’s
resources and customer service to the next level by administering,
planning, directing, and evaluating public service systems and
facilities to meet present and future library service’s needs. This
position works closely with the Director of Public Services to blend
leading edge library services with User Experience design approaches and
develops and models and excellent customer service standards and
practice; works closely with Coordinator of Branch Services to ensure
consistent customer service across the system.
Responsibilities include: Performs
and oversees day-to-day communication with public via various platforms
(email, chat, and phone) to address their immediate needs. Trains and
supports staff on these platforms, and develops procedures and best
practices. Develops best practices and procedures at customer service
points (circulation and reference). Develops new or improved flexible
and comfortable spaces for emerging community wants/needs, ensuring safe
and inviting areas filled with relevant resources. Continually
assesses, makes recommendations, and seek ways to improve access, reduce
barriers, and make experiences simple, consistent and satisfying using
principles of user-centered design. Assists with public service
including reference and research help, readers’ advisory, circulation
and customer support. Including, but not limited to, collections, room
reservations, circulation, renewals, creation and editing of customer
records and providing technical training to customers as needed.
Collaborates with other departments on the development and
implementation of new services and programs to meet the changing needs
of the community. Engages customers and deals with customer issues, with
a focus on listening to and supporting their needs, anticipating and
delivering high quality services, ensuring their satisfaction and
connecting them to the collection and library services. Assists with
preparation, implementation, and evaluation of grants. Provides
reference and reader's advisory work, database management and staff
training to include selection and organization of material to help
connect customers with resources. Responsible for addressing any system
wide in-depth reference queries. Maintains accurate information about
services on the HPL website and other associated outlets. Prepares
statistical reports as needed. Prepares and submits accurate employee
work schedules. Provides consistent staff supervision to include work
assignments, selection and discipline. Monitoring of public service
floor and service levels. Acts as Manager in Charge (MIC) when needed.
Mentors and coaches public service professional staff across the system
to ensure excellent customer service and user experience. Assists in the
planning, development, and implementation of workshops, seminars, and
other training programs to promote staff growth and development.
Interprets and provides instruction on library policies and procedures
to public service staff. Works with Manager of Technical Services on
collection development to include weeding and making recommendations for
the collection based on the needs of the community and library to
ensure it is current, diverse and relevant and aligned with library
objectives, policies and budget. Creates physical and on-line displays
of materials to promote collection use. All other duties as assigned.
Required:
Master's in Library Science or Master's in Library and Information
Science from an ALA accredited institution required. At least three
years’ experience working in public libraries. At least one-year
supervisory experience in public libraries. Ability to meet a flexible
work schedule, including evenings and weekends. Access to reliable
transportation required. Ability to work independently. Ability to work
in a fast-paced environment and juggle multiple priorities. Ability to
think quickly, assess a situation and make a sound decision. Detail
oriented, well organized and self-motivated. Must be customer service
oriented, have great attention to detail and work to meet deadlines.
Participates in the overall administration of Hartford Public Library
through committee or task force assignments. Participates in community
activities and maintains contacts with professional organizations in
order to better provide services to meet the objectives of the library.
Thorough knowledge of the principles, practices and techniques of modern
library operation and administration.
To Apply: Please email resume and cover letter to hpljobs@hplct.org and reference Public Services Coordinator in the subject line of your email.
Salary Range: $59, 079.02 to $65,830.96 DOE
Hartford Public Library is an Equal Opportunity Employer.
