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Library Reference Specialist

Pellissippi State Technical Community College

Knoxville, TN

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JOB DETAILS
SALARY
$37,720–$46,170 Per Year
SKILLS
Budget Management, Coaching, Communication Skills, Customer Support/Service, Data Analysis, Data Recovery, Documentation, Event Management, Financial Aid, Financial Analysis, Frequently Asked Questions (FAQ), Health Plan, Information Science, Insurance, Interpersonal Skills, Leadership, Library and Information Science, Loading/Unloading, Marketing, Marketing Communications, Materials Planning, Operational Improvement, Operational Support, Operations, Operations Management, Operations Research, Organizational Skills, People Management, Physical Demands, Policy Development, Project Tracking, Project/Program Coordination, Promotional Programs, Purchase Orders, Purchasing/Procurement, Reporting Skills, Safety/Work Safety, Staff Training, State Library, Statistics, Strategic Planning, Style Guide, Systems Administration/Management, Technical Support, Training/Teaching, User Interface/Experience (UI/UX), Web Analytics, Web Design, Willing to Travel, Workplace Issues
LOCATION
Knoxville, TN
POSTED
2 days ago
Title: Library Reference Specialist

Number of Positions: 1

Position #: 600080

Pay Rate: $37,720.00 - $46,170.00/per year. Pay will be determined based on related work experience above required. To be considered in determining pay, all related work experience must be listed on the application.

Classification: 3 - On campus

Type of Appointment: Full-Time

Department: Libraries

Required Documents Needed to Upload at Time of Application:
  • Resume
  • Three professional references (See below)
Reference check requirements:
  • Non-supervisory roles: three (3) current or former supervisors
  • Personal references (friends, clergy, customers, relatives) are not considered acceptable references
Position Summary: The Reference Specialist plays a key role in managing daily library operations, providing research support, and coordinating outreach and programming for a designated library (ex. Hardin Valley Campus, etc.). This position oversees the reference desk schedule, maintains the service desk environment, and leads the Seed Library. The Reference Specialist delivers in-person and virtual reference services, supervises and trains the Pellissippi Ambassadors for Library Success student employees, and ensures accurate documentation and reporting for institutional assessments. Additionally, the Reference Specialist develops promotional materials, plans events, and collaborates with campus departments to enhance library visibility and services.

Essential Functions:

32% Reference Services
  • Provides in-person and virtual research assistance in rotation with other public services staff, using the catalog, databases, and other resources.
  • Helps patrons refine their research questions and locate relevant information on their topics.
  • Helps patrons use a variety of tools on the Libraries' website, including study room booking, MLA and APA style guides, research appointment booking, research and course guides, and more.
  • Records patron interactions using Springshare's LibInsight form.
  • Explains Libraries' policies and procedures to patrons, exercising judgement to make exceptions when appropriate.
  • Creates and edits entries in the Libraries' database of Frequently Asked Questions (FAQ's) in Springshare's LibAnswers platform.
  • Investigates and recommends new technologies to support library operations.
  • Responds to patron complaints, referring them to a supervisor when necessary.
  • Collaborates with the Reference Coordinator and Instruction Librarian to develop and revise policies, processes, and procedures related to the provision of reference services.
  • Provides leadership outside of normal business hours for emergency situations, including weather, health, and safety. Coordinates communication with Facilities, Campus Police, and supervisors.
25% Supervision:
  • Hires, trains, supervises and evaluates approximately 6-10 Pellissippi Ambassadors for Library Success (PALS) student employees.
  • Provides student employees with constructive feedback and coaching.
  • Identifies projects in the students; areas of study in order to develop relevant skills and build their resumes.
  • Discusses the work-focused skills that student employees develop on the job, focusing on the NACE Competencies. Coach student employees on workplace expectations and reports egregious or persistent personnel issues to the Reference Coordinator and Instruction Librarian.
  • Communicates with the Financial Aid Office regarding work-study students in the department.
15% Operations:
  • Manages the service desk schedule each semester for approximately 8 professional librarians, 2-3 part-time support staff, and 4-6 student employees.
  • Manages the service desk environment, organizing materials, maintaining technology resources, and recommending furnishings.
  • Provides training to staff at all library locations.
  • Updates information about library hours and locations on the website.
  • Posts information about planned and unplanned changes to e-resources access, hours of operation, and more to the Libraries' home page using the System Status Management tool.
  • Oversees the operation of the Seed Library program at all four campuses, coordinating with site campus librarians: monitors inventory, develops quotes and budget requests, submits purchase orders, and distributes seeds, planting supplies, and marketing materials to all campus locations.
  • Assists the Reference Coordinator and Instruction Librarian with special projects associated with reference services, staff training and professional development.
15% Outreach
  • Develops a calendar of events with all campus librarians, focusing on the Hardin Valley Campus location.
  • Involves Pellissippi Ambassadors for Library Success (PALS) in college and departmental events, training and scheduling them
  • Creates print and digital promotional materials, adhering to accessibility standards and the Marketing and Communications style guide.
  • Plans, markets, implements, staffs, and assesses library and campus events
  • Identifies and purchases items for giveaways that promote the Pellissippi State Libraries.
8% Statistics, Reports, and Documentation
  • Generates use and assessment data for reference and outreach programs to improve services, operations, staffing, marketing, and programming.
  • Generates reports each fiscal year to assess progress towards the institutional strategic plan, for the IPEDS and ACRL (Association of College and Research Libraries) annual surveys, and for the School of Academic Advancement annual report.
  • Creates, maintains, and organizes documentation for the service desk, outreach, marketing, staffing, and the seed libraries in print and digital formats.
  • Runs quarterly reports to determine logged service gaps, identifying instances in which we could not meet a patron's needs. This data is used to improve services, purchase new items for the collection, and add in demand technology resources
3% Collections:
  • Identifies titles to be added to the Hardin Valley Campus Library's Leisure Reading collection.
  • Promotes the Pellissippi State Libraries' collection using announcements, college publications, blog posts, digital signage, social media posts, and more.
2% Other Duties
  • Provide backup for the Reference Coordinator and Instruction Librarian and other Library Assistants at all campuses.
  • Provides backup support for closing library locations and staffing evenings and weekends as needed, traveling to site campus locations as necessary.
  • Other duties as assigned.
Note: The College reserves the right to change or reassign job duties, or combine positions at any time.

Required Experience:
  • Bachelor's degree required. Major in information sciences or a related discipline preferred.
  • 1 year of office and/or customer service experience required.
Part-time work experience is calculated at 50% credit of full-time work experience.

Skills/Abilities:
  • Experience in an academic library
  • Supervisory/Management experience
  • Assessment; design of web-based assessment tools, data retrieval and analysis; UX experience (physical spaces, services, web experience, etc.)
  • Microsoft Office, including Word, Excel, Teams, SharePoint, OneDrive, and more.
  • SpringShare products, LibAnswers, LibCal, LibStaffer, LibWizard, LibGuides, and LibInsight.
  • Comprehensive understanding of the Libraries' policies and procedures
  • Strong organizational, technical, and interpersonal skills, with a focus on patron support
  • Data-driven decision-making, and continuous service improvement
  • Able to engage in the college's mission, vision, and values
Physical Demands: Position requires working at a computer for extended periods of time. It also requires bending and stretching to reach shelves, lifting of materials (up to 50 lbs.), and pushing loaded book trucks (can be over 100 lbs.), The ability to communicate effectively with patrons in person and in virtual settings (chat, email, text and telephone) is essential.

Hazards: Standard office and library related hazards.

Full-time Employment Benefits:

• Insurance Options Health, dental, vision, life, short/long-term disability, FSA/HSA Wellness Incentive Program, if enrolled in health plan

• Educational Assistance Fee Waiver Spouse/Dependent discounts Audit/Non-Credit Reimbursement Program

• Employee Assistance Program

• Retirement options Tennessee traditional pension plan option (TCRS) 401k with $50 company match/457/403b

• Employee Discount program with over 900+companies

• 13 Paid Holidays/Year Includes paid days off the last week of December

• Sick Leave Bank

• Longevity Pay

• Many opportunities for professional development

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Work experience that is not listed on the application will not be considered towards compensation. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed.

Pellissippi State Community College does not discriminate on the basis of race, color, religion, creed, ethnicity or national origin, sex, sexual orientation, gender identity/expression, pregnancy, disability, age (40+), status as a protected veteran, genetic information, or any other class protected by Federal or State laws and regulations and by Tennessee Board of Regents policies concerning all employment and education programs and activities. View the nondiscrimination policy . For questions or concerns, please contact George Underwood at gtunderwood@pstcc.edu or 865-539-7354.

If you have any problems or questions please contact Human Resources at Pellissippi State Community College's Human Resource Office at 865-694-6607 or by email at recruiting@pstcc.edu .

If you are interested in this position, click on the link to the left to apply.

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About the Company

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Pellissippi State Technical Community College

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