Lending &Document Delivery Sup

Department: NUL Access Services
Salary/Grade: NEX/13

Job Summary

Under the supervision of the Resource Sharing and Collections Coordinator, the Library Assistant 3 coordinates interlibrary lending and document delivery services, through the delivery of physical items and digitization of materials from Northwestern collections. Directly supervises day-to-day paging, scanning, billing, and domestic and international physical shipping operations of Northwestern's collections. Supervises student staff, including training, assigning daily tasks, and updating documentation. Communicates with external customers regarding item availability and lending policies, oversees lending billing. Gathers and analyzes document delivery and lending statistics for reporting purposes and for service improvement.

The target budgeted minimum starting salary range for this position is $24.61 - $28.99 hourly. Offers will be based on candidate experience and education, as well as equity within Northwestern University. This position is in a bargaining unit represented by the Service Employees International Union (SEIU), Local 73.

Specific Responsibilities:

Interlibrary Loan and Document Delivery:

• Manages timely and accurate scanning, paging, packing, and billing processes
• Manages lending request processing in the ILL Management System, OCLC, Caiasoft, and other delivery systems. Updates/assesses requests locally in ALMA as needed, and resolves errors
• Applies copyright law and/or the library's licensing agreements to ensure compliance
• Maintains and orders packing supplies, office supplies, and printing supplies
• Processes billing invoices to other borrowing institutions
• Updates workflows regarding interlibrary loan, including packing/shipping, delivery processing, ILL requests, paging materials, document delivery scanning, and lending returns. Creates and updates documentation of workflows
• Gathers and analyzes statistics to build reports, identifies trends in document delivery or lending, and designs improvements to faculty and student services

Student workers:

• Hires, trains, schedules, and directs the daily work of student workers
• Oversees Resource Sharing student manual, creates new documentation and updates procedures as needed.

Shipping/Home Delivery:

• Manages UPS and ILDS delivery, including home delivery shipments and deliveries to Qatar campus
• Updates shipping workflows and troubleshoots shipping and receiving errors.
• Manages master address book by importing, exporting, and utilizing various inventory management software.
• Manages and responds to patron inquiries regarding shipments.
• Serves as backup for preparing and unpacking interlibrary loan UPS shipments

Main Circulation Desk:

• Provides regular desk coverage to assist patrons.
• Serves as a resource for student workers at the Circulation Desk.
• Provides basic interpretation of policies and procedures including access, circulation, and space usage; explains and answers questions that may arise; recommends changes.
• Refers patrons to other library service points as needed.

Miscellaneous

• Other duties as assigned.

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

• A 4-year college degree, or the equivalent combination of education, training and experience from which comparable skills can be acquired
• At least two years of experience in a library circulation or delivery unit, alternately an equivalent environment delivering unique items
• Significant customer service experience in a fast-paced library, retail, or similar environment
• Ability to manage multiple tasks and projects simultaneously
• Demonstrated reliability in prior work experience
• Communicates well both verbally and in writing, shares information and ideas with others, has good listening skills
• Ability to lift and move a minimum of 20 pounds

Minimum Competencies: (Skills, knowledge, and abilities.)

• Customer focus - Regularly monitors customer satisfaction; provides suggestions to improve quality for the customer.
• Multi-Tasking - Demonstrates ability to work on multiple projects simultaneously.
• Adaptability - Works effectively in an environment in which the parameters may change daily; adjusts behavior to meet the needs of different people and situations.
• Collegiality - Being helpful, respectful, approachable, and team oriented; builds strong relationships and a positive work environment.
• Problem solving - Formulates realistic plans and contingencies and establishes appropriate measurements of anticipated results.
• Communication - Communicates effectively one-to-one, in small groups and in public speaking contexts; writes precise, well-organized emails, letters, proposals while using appropriate vocabulary & grammar.
• Collaboration - Facilitates open and effective communication, cooperation, and teamwork within and outside of one's own team; respects the needs and contributions of others.
• Efficiency/Dependability - Effectively performs duties and responsibilities; displays attention to detail; supports organizational policies; anticipates demands/pressures of assignments and adjusts accordingly.
• Initiative - Exhibits energy and desire to achieve; sets ambitious goals and acts decisively; takes action that no one has requested to improve or enhance job results and avoid problems.
• Judgment - Demonstrates logic, rationality, and objectivity; shows common sense; uses all available information to make educated decisions.

Preferred Qualifications: (Education and experience)

• Knowledge of Resource Sharing, Access Services, and/or service management
• Familiarity with the ALMA library services platform's fulfillment and user management areas, OCLC WorldShare ILL, ILLiad and/or other interlibrary loan management software.
• Experience with Microsoft Office and other productivity software packages.
• Ability to work independently with minimal supervision.
• Ability to handle multiple tasks and deadlines.
• Excellent interpersonal, communication, and organizational skills.
• Demonstrated commitment to Diversity, Equity, Inclusion and Access.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.