General Information
| Payroll Title | LIBRARY AST 4 | Title Code | 006759 | Grade/Step | Working Title | Interlibrary Loan Coordinator | |
|---|---|---|---|---|---|---|---|
| Department Name | University Library Dept | Supervisor | Vincent M Novoa | Department Head | Steven L Mandeville-Gamble |
Special Requirements and Conditions
Level of Supervision Received
| General Direction |
Items Used
| Standard Office Equipment, book trucks, scanners and overhead scanners, library software and library systems |
Position Purpose
| Under the direction of the Head of Access Services, the Interlibrary Loan Coordinator will perform and supervise daily interlibrary loan (ILL) workflow functions, supervise interlibrary loan student staff, provide public service and patron education, work collaboratively to develop best practices and participate in projects and committees to further streamline and enhance the work of ILL and Access Services. |
Essential Functions
| Essential Function | % Time |
|---|---|
| Interlibrary Loan Operations | 40 |
| Accept and verify a variety of interlibrary loan requests, including some in a foreign language for both print and non-print media, from UCR patrons and all types of libraries (academic, public, regional, special, out-of-state, foreign). Search in databases and use bibliographic tools (including Local Catalog, Worldcat, Online Computer Library Center [OCLC], and Worldshare) to verify the accuracy of requests; re-verify problem requests as needed. Determine availability, eligibility, and loan period of requested items by exercising independent judgment with regard to billing, circulation and copyright policies; consult with other library units as needed. Resolve difficult, specialized, varied and non-routine ILL requests and problems. Interpret national, international, and University of California resource sharing guidelines and policies. Handle routine and specialized troubleshooting of ILL management software/hardware. Work with system-wide committees to test ILL management software and revise system-wide documentation related to ILL management software. Hire, train, schedule, monitor, and evaluate ILL student employees. Oversee student workflow and daily retrieval and preparation of requested items from the University Libraries and processing of incoming and outgoing ILL materials. Work with ILL team to identify student training needs and implement team-recommended training plan. Prepare billing statements for ILL patrons and other libraries. Manage returns of overdue items and update local billing systems to reflect current information. Resolve billing appeals. Verify and approve borrowing and lending invoices and forward to Library Planning & Budget for payment. Consult with Library Planning & Budget to resolve complex ILL billing situations. Review weekly and monthly courier invoices for accuracy, contact courier to resolve billing disputes, and forward verified invoices to Library Planning & Budget for payment. |
|
| Public Service and Patron Education | 30 |
| Assist patrons in the use of ILL services; answer questions about the status of ILL requests; resolve problems relating to unit operations; interpret Interlibrary Loan, Reserves, and Circulation policies and procedures as appropriate for patrons and instruct patrons in the identification of the necessary information to be included in requests. Answer general library questions. Coordinate ILL public services through daily Desk Coordinator shifts. Desk Coordinator shift responsibilities consist of accounting for, managing and directing the work of ILL student employees; completing student tasks as necessary; handling patron interactions at the desk and trouble-shooting customer service and workflow issues. All student and patron interactions filter through the Desk Coordinator. Due to the nature of the Desk Coordinator work, team members must always be cognizant of daily non-routine situations. All ILL team members are expected to support Student Desk Coordinators with public service issues. |
|
| Administrative Support | 15 |
| Under the direction of the Head of Access Services and in collaboration with team members, design, evaluate, research, recommend, and implement changes or improvements to existing services, work tools, or procedures and policies necessitated by a changing internal and external environment. Share the coordination of establishing ILL work quality standards and guidelines. Identify inefficiencies in workflows and procedures and make recommendations to resolve. Communicate changes to Head of Access Services and other identified parties. Follow procedure for consistently evaluating and documenting decisions about workflow. Determine daily work priorities; assess need for redistribution and implement changes as needed in consultation with team members. Communicate changes in ILL services to the library, the campus, and ILL patrons. Follow procedure for evaluating enhancements to existing ILL management software and coordinate the provision of feedback at the system- wide or local level. Analyze VDX generated ILL statistics and apply data to ILL workflow decisions. Represent and advocate for UCR on consortial resource sharing committees. Coordinate the flow of information between consortial resource sharing committees and ILL team/Unit Head. |
|
| Public Service Desk | 10 |
| Provide circulation and basic research assistance at library public service desks. Resolve difficult patron questions regarding library policies and procedures, granting exceptions when appropriate. Direct student workers in providing customer service assistance. Resolve or refer problems with public use equipment such as computers, copiers, and microform readers as appropriate. Responsible for the safety and security of buildings, collections, and patrons during all open hours. Use good judgment in determining the need for additional assistance in resolving difficult or unsafe situations. Execute emergency procedures when necessary as outlined in the Library Emergency manual. |
|
| Other Duties As Assigned | 5 |
| Other Duties As Assigned | |
Minimum Requirements
| Minimum Requirement | Display Ranking |
|---|---|
| 1 | |
| Demonstrated experience using ILL software and management tools such as Virtual Document eXchange (VDX), OCLC Worldshare, or similar. Experience working with MS Office, email programs and the internet. Ability to learn specialized software. | |
| 2 | |
| Demonstrated skill in performing bibliographic verification using online tools. | |
| 3 | |
| Knowledge of general library terminology. | |
| 4 | |
| Ability to negotiate routine and difficult ILL and library interactions, both within the library and the greater ILL community. | |
| 5 | |
| Demonstrated ability to manage and organize varying workloads, establish priorities, and to analyze and manage ILL services. | |
| 6 | |
| Strong interpersonal skills with ability to work successfully in an intensely collaborative environment with a broad range of people from culturally diverse backgrounds including colleagues, administrators, students, faculty, donors, and alumni. Ability to communicate effectively, both orally and in writing. | |
| 7 | |
| Experience working with the public in a service oriented environment. | |
| 8 | |
| Ability to successfully pass a background check. | |
| 9 | |
| Ability to bend, stoop, lift and push loaded book trucks weighing up to approximately 250 lbs. | |
Preferred Qualifications
| Preferred Qualification | Display Ranking |
|---|---|
| 1 | |
| Bachelor's degree or equivalent. | |
| 2 | |
| Experience participating in or managing a project with long-term implications, or implications for multiple stakeholders. | |
| 3 | |
| Experience using Ex Libris Alma for Resource Sharing. | |
| 4 | |
| Experience directing the work of others. | |
| 5 | |
| Knowledge of the University of California library policies and procedures. | |
| Posted Position Purpose |
|---|
| Under the direction of the Head of Access Services, the Interlibrary Loan Coordinator will perform and supervise daily interlibrary loan (ILL) workflow functions, supervise interlibrary loan student staff, provide public service and patron education, work collaboratively to develop best practices and participate in projects and committees to further streamline and enhance the work of ILL and Access Services. |
| Posted Minimum Requirements |
| Demonstrated experience using ILL software and management tools such as Virtual Document eXchange (VDX), OCLC Worldshare, or similar. Experience working with MS Office, email programs and the internet. Ability to learn specialized software. Demonstrated skill in performing bibliographic verification using online tools. Knowledge of general library terminology. Ability to negotiate routine and difficult ILL and library interactions, both within the library and the greater ILL community. Demonstrated ability to manage and organize varying workloads, establish priorities, and to analyze and manage ILL services. Strong interpersonal skills with ability to work successfully in an intensely collaborative environment with a broad range of people from culturally diverse backgrounds including colleagues, administrators, students, faculty, donors, and alumni. Ability to communicate effectively, both orally and in writing. Experience working with the public in a service oriented environment. Ability to successfully pass a background check. Ability to bend, stoop, lift and push loaded book trucks weighing up to approximately 250 lbs. |
| Posted Preferred Qualifications |
| Bachelor's degree or equivalent. Experience participating in or managing a project with long-term implications, or implications for multiple stakeholders. Experience using Ex Libris Alma for Resource Sharing. Experience directing the work of others. Knowledge of the University of California library policies and procedures. |