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Library Accessibility Support Coordinator

Employer
American University
Location
Washington, District of Columbia, United States
Salary
Salary Not Specified
Date posted
Apr 12, 2024


American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University

Department:

Circulation Services

Time Type:

Full time

Work Modality:

Hybrid 01 (On Campus 3-4 Days/Week)

Union:

SEIU Local 500 - Provost & Enrollment Division

This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division.

Job Description:

Summary:

The Library Accessibility Support Coordinator works collaboratively as part of the Circulation Services unit within the Discovery, Access, and Assessment Department of the University Library. This position reports to the Circulation Services Manager and has three primary sets of responsibilities:
  • Answers questions, processes requests, and addresses concerns relating to the accessing and borrowing of library resources. Along with other staff in the unit, the position oversees the service point, preparing requests and circulating items from University Library collections, those of the Washington Research Library Consortium (WRLC), and others obtained via interlibrary loan. Collaboratively manage the unit’s student assistant and part-time staff, including responsibilities of hiring, scheduling, training, coaching, and evaluation.

  • Manages the University Library’s accessibility efforts to ensure that principles of universal design are followed whenever possible in offering resources and services to users. Works with other support service units on campus to incorporate the University Library in the University’s overall accessibility support efforts.

  • Takes the lead on assisting the Circulation Services Manager in troubleshooting user account issues related to authentication and authorization into online resources.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Answer questions and troubleshoot to resolve issues relating to access to resources, authentication, authorization, and circulation reported by users online (e.g., via help desk platforms such as ServiceNow, email, chat), in person, and by phone. Circulate items (including books, videos, technology, games, keys, etc.) from University Library collections and those of the WRLC and borrowed via interlibrary loan. Ensure that users have accounts in University Library systems that accurately reflect University and University Library information, creating and updating as needed. Complete pulls for requested materials and bookings, maintaining the accuracy of materials in transit to and on hold for users, and resolve any related issues. Oversee the service point and provide initial point of service for Course Reserves, Interlibrary Services, and Media Services. Provide basic reference/research assistance/referral and help users find resources. Distribute guest and alumni credentials for on-site access to e-resources. Provide access to rooms for screening purposes and ensure that scheduled screenings are completed by unlocking rooms, circulating remotes, and troubleshooting issues. Collect payments for fees/fines by credit card/EagleBucks and accept replacement of lost and damaged library materials. Balance daily accounting to ensure that all receipts, payments, and other transaction records are accurate. Track user interactions for statistical purposes. Learn and develop proficiency in library management systems such as Ex Libris Alma, other library support software such as Atlas Systems ILLiad/Ares and Springshare platform tools (such as LibStaffer, LibCal, LibGuides), library authentication and authorization services like OpenAthens and EZproxy, as well as University systems such as Workday, Colleague, ServiceNow, Microsoft 365, Canvas. Maintain and improve the condition of University Library collections. Ensure the prompt and accurate shelving of items to ensure that collections are orderly and available when needed. Identify and correct issues with inventory, item records, physical condition, spine labels, and collection related signage. Manage searching activities for items not in their proper location. Participate in shifting projects and projects to relocate items to the WRLC Shared Collections Facility. Collaborate with Technical Services on collection-related workflow. Maintain the new book display and other special collections. Receive new items from Technical Services and create and process work orders to/from Technical Services. Support Course Reserves Unit by developing a working knowledge of the processes and systems used to help professors make curricular resources available to students electronically online and physically in person. Assist in the management of the Circulation Services Unit’s student assistant/part-time staff, including responsibilities of hiring, scheduling, onboarding, training, supervising, coaching, evaluation, and payroll.

  • Serves as a primary point of contact and works with library users on accessibility and other accommodation requests for library resources and services. Works internally and externally to ensure the University Library’s compliance with and participation in broader University accessibility initiatives. Works with the Library Systems and Assessment Administrator, Media Services Manager, Course Reserves Manager, and the Resource Sharing and Discovery Services Manager to support accessibility features related to accessing library resources and technology. Provides support in training students with the use of appropriate adaptive technology to access library resources. Works with the Library Web Services Coordinator to evaluate the University Library website’s overall accessibility. Assists the Circulation Services Manager in fielding questions and helping users with issues around authorization and authentication to access the University Library’s electronic resource collection.

  • Support baseline responsibilities of each coordinator in the Circulation Services Unit, particularly for triage and coverage purposes. Perform other responsibilities, including (but not limited to) creating and updating training and onboarding materials; maintaining unit documentation, files, and supplies; engaging in meetings (facilitating/taking minutes); participating in special projects. Create signage, handouts, webpages, subject guides, etc. to convey information to users. Create displays that promote collections and other University Library initiatives, promotions, social media. Create and modify policy and procedures with the input/approval of the Circulation Services Manager. Contribute to goal setting, strategic planning, and individual professional development. Become familiar with the services and workflow of other divisions in Discovery, Access, and Assessment, providing support when needed. Support Makerspace operations. Other duties as assigned within the department, University Library, or University; including efforts to assess/promote services offered and to develop skill sets and best practices. Complete other tasks as needed.

Competencies:
  • Serving Customers .

  • Displaying Creativity.

  • Prioritizing and Organizing .

  • Acquiring and Analyzing Information .

  • Supporting Coworkers .

  • Acting Ethically and with Integrity.

  • Supporting a Diverse and Inclusive Community

  • Ability to adapt to changing service needs, conditions, and work responsibilities

  • Acting proactively recognizing important trends that will affect library services and programs.

  • Ability to solve problems effectively and collaboratively.

  • Ability to behave with civility and respect in the workplace.

Position Type/Expected Hours of Work:
  • Full-Time, 35 hours/week.

  • The ability to work evening (until 10:30 PM) and weekend hours is required. The position serves as an essential service and is required to work in the event of the University operating with limited staffing.

  • This position is union eligible.

  • Coordinator/Analyst B.

  • Non-Exempt.

Salary Range:
  • $47,000-$50,964, commensurate with experience.

Required Education and Experience:
  • Bachelor's degree.

  • 1-3 years of relevant experience.

  • Customer service and management/supervisory experience.

  • Experience in accounting or handling financial/monetary transactions.

  • Advanced Excel and/or other organizational/reporting software experience.

  • Experience generating and analyzing reports.

  • Experience working with a team to complete common objectives.

  • Advanced ability to prioritize and multi-task, including the ability to reprioritize tasks to resolve urgent complex issues that arise.

  • Attention to detail and excellent communication skills – both oral and written – are essential.

  • Ability to solve problems, work without supervision, make evaluative judgments independently, and formulate exceptions to policies and procedures.

  • Experience dealing with confidential information.

  • Sound judgment with the ability to use discretion, maintain confidentiality, work independently, and complete projects by deadlines.

  • Ability to resolve conflicts, handle stressful and/or emergency situations.

  • Ability to participate in planning and implementing short and long-term goals, make evaluative judgments, formulate exceptions to policies and procedures, and work without supervision.

  • Experience managing projects.

  • Experience providing assistance with electronic resources access and troubleshooting related issues.

  • Experience providing reference/research assistance.

Preferred Education and Expeirence:
  • Master's degree or equivalent.

  • Some education or experience in library science and familiarity with library-specific systems.

  • 1-3 years of relevant experience .

  • Experience using library management systems such as Ex Libris Alma/Primo VE/ other library support software such as Atlas Systems ILLiad/Ares, Springshare platform tools such as LibStaffer, LibCal, LibGuides / library authentication and authorization services like OpenAthens and EZproxy / University systems such as Workday, Colleague, ServiceNow, Microsoft Office 365, Canvas.

  • Experience in library consortia.

  • Experience supporting students with various disabilities.

  • Experience implementing or supporting Universal Design principles related to end-user services.

Additional Eligibility Qualifications:
  • A significant amount of discretion and attentiveness to confidentiality is required in the administration of user account related data and the resolution of account problems.

Benefits

AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options .

Other Details
  • Hiring offers for this position are contingent on successful completion of a background check.

  • Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.

  • Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

  • American University is an E-Verify employer.

Current American University Employees

American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.

Contact Us

For more information or assistance with the American University careers site, email theworkline@american.edu .

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

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