User Engagement and Communications Specialist - Library Assistant 3

  • University of Florida
  • United States
  • Jan 14, 2022
Full Time - Continuing

Job Description:

Classification Title:

Library Assistant III

Job Description:


The User Engagement and Communications Specialist position provides a high-level continuity of public services at Library West, specifically focused on support activities for the User Services Unit and the resolution of circulation and fulfillment issues at the branch and Libraries’-wide level. This position is responsible for creation and maintenance of user accounts and the resolution of borrower disputes and billing inquiries, and for documentation and improvement of policies that enhance the library experience. The position maintains a daily presence at the Circulation Desk and works closely with the Library West User Services Manager to respond to user inquiries promptly and with accuracy, discretion, and sound judgment.

To support all students, staff and faculty, and foster excellence in a diverse and collaborative society, the Libraries are actively seeking candidates who will bring culturally rich. lived experiences to work with individuals of diverse backgrounds, experiences, races, ethnicities, genders, sexual orientations, and perspectives.


Patron Accounts and & Financial Reporting Coordination

  • Works under supervision of Library West User Services Manager to monitor and determine patron circulation issues.
  • Coordinates processing of problem reports submitted by library users; collects and manages receipt of problem reports in person, by phone or email, or through staff referral.
  • Identifies specific disputes and questions, clarifies UF Libraries circulation policies, tracks resolution of reports, and notifies users of departmental decisions.
  • Completes requests for library privileges from new faculty, students, and staff, as well as affiliated and non-affiliated borrowers. Manages Libraries’ Proxy Borrower program; updates files and proxy assignments for qualified patrons; assists with other specialized borrower programs.
  • Searches library materials identified as overdue and soon-to-be-billed; adjusts fines and updates status of searches. Submits fines and charge reversals for patron accounts with the University Bursar, as per established policies; submits charges for replaced or damaged items as needed. In accordance with University of Florida records retention policies, maintains Library West User Services Unit records as they pertain to these duties.
  • Assists with updates to UF Libraries’ Circulation Manual as they relate to these activities.

User Engagement and Communications

  • Supports activities of Library West’s User Services Unit and the Libraries’ Access & Resource Services’ System Team Leader, to identify, troubleshoot, and help solve material fulfillment issues at the branch and Libraries’-wide level, and to support improvement and documentation of existing policies that enhance the library experience.
  • Monitors branch email to prioritize and answer circulation questions, and to distribute both routine and complex queries to appropriate branch personnel. Assists with Libraries’-wide email reference services, managing circulation-related inquiries, or assigning tickets for resolution.
  • Maintains a consistent communication and listening strategy for the Library West branch, reviewing messaging sent that relates to circulation and public service policies.
  • Regularly reviews User Services and circulation notices, emails, templates, and public-facing policies, to identify and track opportunities to improve communication with user groups.
  • Provides for assessment of branch fulfillment activities and record keeping, by compiling and maintaining statistics on frequency of problem reports and type, overdue and billing issues, and patron and proxy account creation.
  • Attends and participates in regular meetings of the Access & Resource Sharing Steering Team.

Public Services

  • Works circulation desk and attends to branch operations, maintaining daily presence at circulation desk during assigned shifts; assists users with questions regarding circulation and library policies; verifies and updates patron records; loans & returns materials; creates guest researcher accounts for unaffiliated researchers.
  • Assists with basic research assistance and reference referrals; assists patrons in use of networked electronic resources, online catalogs, and reference materials and methods, and in locating library materials such as books, microforms, or electronic resources.
  • Provides assistance and support for patrons in the use of library technologies.
  • Keeps expert working knowledge of public and internal policies, and all competencies required of Libraries’ circulation staff.
  • Helps monitor library equipment and facilities within Library West; documents and responds to problems by submitting online service requests.
  • Assists with training and oversight of student assistants hired for the current term.
  • Enforces library and computer use policies, including food/drink policy.
  • Updates and informs User Services Manager and branch leadership of incidents or events that occur during shifts.

Participates in other branch and library activities

  • Contributes to documentation of unit and departmental policies and procedures.
  • Serves on committees, as appointed.
  • Participates in staff development opportunities.
  • Other duties as assigned.
Expected Salary:

$16.24 per hour; Actual salary will reflect selected professional’s experience and credentials.

Minimum Requirements:

High School diploma or equivalent and four years of library or related clerical/customer service experience; or a bachelor’s degree and one year of library or related clerical/customer service experience.

Preferred Qualifications:
  • Customer service experience in a high traffic, public context.
  • Detail-oriented and able to check own work for accuracy.
  • Effective verbal and electronic communication skills, and experience with sharing information in a variety of accessible methods.
  • Strong multitasking skills, ability to plan and organize work effectively, and to assign priorities to tasks.
  • Excellent computer skills, including experience with Microsoft Teams, Word, Excel, and Outlook, or similar applications.
  • Skilled at fostering teamwork among others, and ability to interact and collaborate effectively with colleagues and users to accomplish goals.
  • Sensitivity to access and research needs of visitors and library users; commitment to contributing to a respectful and caring community for all, including individuals of diverse backgrounds, experiences, races, ethnicities, gender identities, sexual orientations, and perspectives.
  • Flexibility and ability to adapt and work in a rapidly changing environment.
  • Commitment to contributing to a respectful and caring community for all, including individuals of diverse backgrounds, experiences, races, ethnicities, gender identities, sexual orientation, and perspectives.
  • Evidence of excellent interpersonal skills including oral and written communication.
  • Ability to work both independently and collaboratively to accomplish goals
Special Instructions to Applicants:

Application Process

To apply, submit

  • a cover letter detailing your interest in, and qualifications for this position
  • your current resume or CV
  • a list of three references including their contact information (telephone number and
  • email address)

Applications will be reviewed as received. Submit all application materials through the Jobs at UF online application system. If you have any questions or concerns about this process, please contact Tina Marie Litchfield, George A. Smathers Libraries Human Resources Office, at

This position is eligible for veteran’s preference. If you are claiming veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

Health Assessment Required:Yes