Library Supervisor, Access Services

Job Overview

The Library Supervisor, Access Services provides daily supervision of Access Services staff to ensure the productivity and delivery of the high quality of service expected by library patrons and other library departments. The supervisor is responsible for providing training, coaching, development, and evaluation of the staff, using analytical, critical thinking, and problem‑solving skills in conjunction with institutional policies and procedures to resolve complex issues.

The supervisor assists with the development and maintenance of current and accurate service desk policies, procedure manuals, training materials, and relevant web pages. The supervisor participates in library‑wide discussions, articulates the impact of service plans, and facilitates effective dialogue within the department and with external stakeholders prior to implementing significant changes. The position reports directly to the Head of Access Services.

• Circulation Services
• Resource Sharing – processes course reserves, consortium and inter‑library loan items, and makes materials accessible to patrons.
• Entrance Services – first point of contact for all patrons and visitors, managing visitor sign‑ins and keyed access to the building.
• Check Out Desk – maintains high customer service, checks in/out circulating materials, and collects and assesses fines.
• Shelving – shared among all staff and coordinated through the Check Out Desk.

• Manages personnel of a highly visible, fast‑paced public service department.
• Conducts new hire interviews and makes recommendations for hire to Human Resources.
• Schedules, trains, supervises, coaches, and evaluates staff, promoting teamwork and employee development.
• Supports cross‑training initiatives within the department.
• Assists in developing and maintaining accurate service desk policies, procedure manuals, training materials, and web pages.
• Applies GWLAI's organizational values to all customer interactions, modeling quality service.
• Combines analytical, critical thinking, and problem‑solving skills with policies to resolve complex issues.
• Demonstrates proficiency in mission‑critical systems such as Alma, Kronos, Banner, Passage Point, Lib Cal, Google Docs, Word, and Excel.
• Monitors condition of computer equipment and adequacy of software systems.
• Proactively reports technology problems, coordinates troubleshooting, and recommends new equipment or services to the Head of Access Services.
• Promotes cooperation and flexibility with staff activities and schedules, fostering representation in library‑wide initiatives.
• Handles facilities requests in the absence of the Library Ops team.
• Builds and maintains successful working relationships with staff from outside GW Libraries, such as the GWorld Office, UPD, and Facilities departments.
• Participates in library‑wide discussions to exchange information and assist in developing services for the entire library, articulating impact on patrons and staff.
• Facilitates effective dialogue within the department, actively soliciting input from external and internal stakeholders before implementing significant changes to service processes and procedures.

Location:

GW Foggy Bottom Campus, Washington, DC. The incumbent may perform other related duties as assigned.

• High school diploma or GED plus 4 years of relevant professional experience; or a bachelor’s degree (or higher) in a relevant field. Degree or equivalent education, training, and experience may be substituted.

• Bachelor’s degree in an appropriate specialization.
• Customer service experience, preferably in a library setting.
• Two years supervisory experience with significant personnel and operational management.
• Public or academic library experience.
• Availability and flexibility to work a combination of daytime, evening, night, weekend, and overnight hours.
• Strong problem‑solving and decision‑making skills based on sound reasoning and library policies.
• Initiative and resourcefulness in defining and assessing Access Services policy, procedures, and improvements.
• Independent, diplomatic work with patrons and library staff.
• Atten…