User Services Student Supervisor

The Claremont Colleges Services (TCCS) is the central coordinating and support organization for a highly regarded cluster of seven independent colleges known as The Claremont Colleges. TCCS, with about 300 staff members, provides exceptional shared services to 9,000 students, and almost 3,600 faculty and staff. TCCS staff work in both student-facing services as well as administrative and operational services. Our numerous departments are located throughout The Claremont Colleges campus in the beautiful city of Claremont, California.

ABOUT THE POSITION:

The User Services Student Supervisor manages all student assistants in User Services, which includes hiring, onboarding, training, scheduling, and supervising. This position leads the library-wide Student Assistant Program Coordinators Team, which is charged with providing a positive working experience for all Library students assistants. This includes developing and updating documentation and designing professional development opportunities. In addition to managing the User Services student assistants, the User Services Student Supervisor also plays a key role in the day-to-day work of User Services, including staffing service points, providing services both in-person and virtually, checking in returns, and much more.

• Priority Deadline: The deadline for first consideration is 11/19/24. Please note that a cover letter and CV/resume are required along with the application.

ESSENTIAL FUNCTIONS

User Services Student Supervisor

• Hire, onboard, and supervise all User Services student assistants. Manage the performance of student assistants through regular communication.
• Manage the User Services student assistant schedule for all service points and any off-desk responsibilities. Work closely with the User Services Lead Associates to coordinate student and staff schedules.
• Work closely with the Head, User Services to manage the User Services student assistant budget.
• Serve as the point of communication between student assistants and staff in User Services, sharing policy, service, and building updates with student assistants, and relevant student assistant updates with staff.
• Lead the User Services Training team in creating training materials and coordinating initial and ongoing training for all student assistants.
• Engage in assessment of User Services student assistants and related workflows, as well as library policies and services.

Library-Wide Student Assistant Program

• Lead the Student Assistant Program Coordinators Team, which is responsible for organizing student assistant gatherings and professional development opportunities, and improving the experience of working in the library in accordance with the Student Assistant Program mission.
• Serve as the primary point of contact of the Library's Student Assistant Program both inside the Library and to external constituencies, which includes processing new hires and terminations, approving timesheets, and managing IT requests for all student assistants across the Library.
• Track expenditures and communicate with the Library Leadership Team and student coordinators about the Student Assistant Program budget.

Core User Services Responsibilities

• Provide excellent customer service with a user-centered focus at the Library's service points both in person and virtually. This includes night and weekend hours and opening/closing the building.
• Participate in the core functions of User Services, which include circulation, course readings (reserves), billing, lost/missing cycle, tech lending, and more. Adapt quickly to new and changing circumstances.
• Maintain knowledge of library services and policies and communicate them effectively to library users and other library staff. Share and provide feedback to improve our services, policies, and workflows.
• Provide basic reference support, helping users to find and use the Library's resources.
• Learn the technology used by the Library, including library systems and apps., as well as printers, scanners, projectors, and tech lending equipment, and assist users with troubleshooting.
• Serve on Library, TCCS, and TCC committees and interest groups, as assigned.

• Perform other related duties as assigned.

Supervisory Responsibility

• Number of direct reports: 15-25 Part-Time Students
• Titles of direct reports: Library Student Assistant
• Recruit, select, train, evaluate Student Assistants.
• Clearly communicate job requirements and expectations.
• Coordinate training and resources to support the performance of work duties.
• Provide ongoing coaching that is balanced, helpful, timely, and contributes to a work environment of open communication, ownership of duties, and trust.
• Address performance issues early, create appropriate documentation, and ensure follow through. Collaborate with Human Resources as needed.

QUALIFICATIONS

Unless otherwise stated, the following qualifications are required to perform the essential functions of this position, or the individual must demonstrate how the essential functions will be performed (with or without reasonable accommodation) using other qualifications not listed below.

Education/Training:

• At least (one) 1 year of college coursework completed or equivalent combination of education and work experience in a customer service oriented academic environment.

Experience:

• 1 year of relevant work experience in an academic library, preferably in a public service department.

Competencies:

• Demonstrated ability to build collaborative, effective working relationships within the library, with TCCS, and The Claremont Colleges, as well as external constituencies such as other libraries and community programs.
• Demonstrated experience with Microsoft Office and/or Google Drive, and ability to learn new technologies and transfer that knowledge to others.
• Outstanding organizational skills.
• Effectively navigates interpersonal relationships by actively listening, providing constructive feedback, and adapting communication styles to meet the needs of diverse audiences, enhancing teamwork and service to The Claremont Colleges.
• Excellent written and oral communication skills in English.
• Sound judgment and demonstrated ability to work independently and set priorities for yourself and others.
• Detail orientated demonstrated capacity for carrying out tasks in an accurate manner, and ability to check own work for accuracy.
• Ability to interact sensitively and diplomatically with individuals from diverse backgrounds in a high traffic, public context.
• Ability to handle sensitive situations with discretion and to maintain confidentiality.
• Skill in recognizing, defining, and analyzing challenges, problems, and difficult situations, and in identifying and proposing and implementing solutions.
• Ability to follow directions from supervisors and provide clear directions to staff and student assistants.
• Ability to work harmoniously and as a team player, thrive in a team-based environment, and employ skill in fostering teamwork among others.
• Skill and diplomacy in coordinating the work of other staff
• Strong commitment to supporting diversity and inclusivity within the Library, as both a place of work and as an educational partner.

Work Schedule: The regular hours for this full-time position are 8am-5pm or 7:30am-4:30pm, some occasional evening, late night, and/or weekend hours may be required, depending on the needs of the unit. Schedule is determined each semester by the unit, but some flexibility is needed to cover service points. The Library is open 24/7 during finals week each semester and this position will be required to work at least one overnight shift of 1am-8am.

Union: This position is represented by The Claremont Colleges Services Library Staff Federation AFT Local 6735. The employee in this position will be bound by the collective bargaining agreement.

COMPENSATION

Pay: The pay rate for this position is competitive and commensurate with the duties, responsibilities, and qualifications required for the position, between $27 - $29.01 per hour.

Benefits: This position is eligible for our employment benefits package including:

• medical, dental, vision,
• 10% retirement contributions after one year (no matching required),
• group life insurance,
• generous time off,
• professional development funds,
• discounts for mobile plans, software, and entertainment,
• access to fitness facilities,
• and more!

Disclaimer:This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. When duties and responsibilities change and develop, The Claremont Colleges Services will review this job description and make changes of business necessity.

To view additional information and to apply, visit https://theclaremontcolleges.wd1.myworkdayjobs.com/en-US/TCCS_Careers/job/Claremont/User-Services-Student-Supervisor_REQ-6966

Equal Opportunity Employer:
TCCS is an equal opportunity employer. TCCS managers make employment decisions on the basis of merit, with the aim to have the best available person in every job. TCCS prohibits discrimination based on race, color, religious creed (including religious dress and grooming practices), gender (including gender identity and gender expression), national origin or ancestry, genetic information, physical or mental disability, medical condition, marital status, registered domestic partner status, age, sexual orientation, sex (which includes pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth, or breastfeeding), military or veteran status, and status with regard to public assistance, or any other basis protected by federal, state or local law or ordinance or regulation. TCCS also prohibits discrimination based on the perception that anyone has any of these characteristics, or is associated with a person who has or is perceived as having any of these characteristics. All such discrimination is unlawful.







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