Public Services Manager - Jefferson County Public Library

CUSTOMER SERVICE

Communicates expectations to staff and colleagues about Library services and trends in area of responsibility. Models best behavior practices for customer service. Creates conditions for quality customer experiences in their areas of responsibility. Ensures maintenance of Library resources, including physical and virtual, so that residents have equal access to information and ideas. Is aware of and implements industry best practices for merchandising, labeling and promoting Library resources. Provides quality assurance in programs presented in their location or their area of responsibility, including off-site locations. Manages promotion of programs to target audiences. Provides direct customer service, particularly in non-routine situations. Conducts outreach into the community by identifying potential groups and ensures direct contact from the Library. Resolves customer service issues, including dealing with law enforcement and first responders. Ensures a safe environment for staff and public.

CORE LIBRARY SERVICE

Collaborates with others and manages cross-functional teams to accomplish goals and objectives in their system-wide service. Gathers and evaluates input from community for implementing system-services using established industry benchmarks. Uses established industry benchmarks to determine gaps in service provision and quality. Maintains current knowledge of trends in libraries and related fields to identify new services for development and implementation system-wide. Provides quality assurance in programs presented in their area of responsibility, including off-site locations. Manages promotion of programs to target audiences.

OPERATIONAL ORGANIZATION

Participates in special assignments such as prototyping new services. Supervises short-term projects outside typical area of responsibility. May perform the duties as an acting manager/person in charge(PIC) for local and/or other locations on a temporary basis as needed.

FISCAL RESPONSIBILITY

Establishes and manages location/core service budget. Participates in short and long term planning for Library services. Provides input for anticipated local and system needs. Accountable for system-wide budget expenditures in their area of responsibility. Communicates goals and strategic priorities to staff under their area of responsibility. Ensures compliance with budget limits and established purchasing procedures with staff under their supervision.

SUPERVISION & MANAGEMENT

Hires, assigns, trains, directs and supervises the division staff as well as temporary staff, volunteers and interns in area of responsibility. Coaches on industry best practices. Administers or makes recommendations for routine personnel matters affecting direct reports including recruitment, orientation, training, setting performance goals, assigning and reviewing work, approving time cards, approving leave, appraising and disciplining, submitting records and documentation as required by Library and Jefferson County Policy. Conducts regular staff meetings with subordinate staff. Communicates changes in policies and procedures to direct reports and implements them as directed. Provides technical guidance and support to ensure conformity with established policies, rules and regulations. Anticipates and solves problems as non-routine situations arise. Promotes professional development and leadership skills among direct reports and teams. Responsible for creating and implementing change management plans and strategies that maximize employee engagement and minimize employee resistance. Provides leadership towards the Library's mission, vision and values. Serves as a member of JCPL’s CMT (Combined Management Team). Collaborates and coordinates with others in cross-functional teams to accomplish JCPL goals and objectives as well as Division goals and objectives. Uses and continually develops leadership skills and participates in on-going professional development. Maintains skills, knowledge and subject matter expertise in areas of responsibility and industry trends through training and professional development. Attends conferences and participates in development activities.

Change Management Knowledge, Skills, and Abilities

Leading teams through evolving technologies and shifts in community service models and organizational change requires resilience, adaptability, and agility and structured change strategies.

Data-Driven Decision Making

Translating door counts, circulation metrics, and demographic data into actionable service adjustments and budget justifications.

Equity, Diversity, & Inclusion (EDI)

Fostering an inclusive environment and tailoring diverse collections and programs to reflect local demographics.

Trauma-Informed Care

Understanding and implementing supportive strategies for vulnerable populations, including patrons experiencing homelessness or mental health crises.

Minimum Qualifications

• Required - Bachelor's Degree.
• Required - Minimum 3 years of library experience, or combination of more than one year of library experience AND more than 5 years of leadership experience.
• Required - Minimum 3 Years Of Supervisory Experience.
• Preferred - Master's degree in Library Science or Library Information Systems.