Portland Community College | Portland, Oregon

TITLE: Interlibrary Loan Specialist

CATEGORY: Classified

FLSA: Non-exempt

GRADE: 18

JOB SUMMARY

Under the general direction of a Library Supervisor, this position coordinates the operation of the Interlibrary Loan (ILL) process for Portland Community College (PCC). This position functions as the technical expert in the operation of the library’s ILL automation systems and collaborates with other library departments, students, faculty, staff, outside agencies, vendors, and the general public. This position works under minimal supervision and is responsible for training and guiding others, which may require acting in a lead capacity.

TYPICAL DUTIES AND RESPONSIBILITIES

  1. Uses advanced resource sharing techniques to provide exceptional customer service and efficient delivery of materials. 
  2. Maintains user records by updating account and financial information, processes adjustments and waivers as needed.
  3. Assists in difficult service interactions when needed. Resolves material or service problems, clarifies user complaints, determines the cause of the problem, selects and explains the appropriate solution, expedites corrections or adjustments, and follows up to ensure resolution.
  4. Provides information to library users and assists with gathering research information.
  5. Trains and coordinates all staff working directly or indirectly with ILL.
  6. Creates and maintains process and procedure documentation related to ILL. Updates internal content management system as needed.
  7. Provides leadership in planning, prioritizing, and organizing ILL in response to established goals and priorities.
  8. Maintains working relationships with vendors to resolve system issues and to perform upgrades. Coordinates with vendors to initiate system changes that will improve workflow and efficiency.
  9. Works with the Digital Services Team to find solutions for local software issues and fixes in order to sustain a high-level of customer service.
  10. Acts as liaison for local and regional library consortia and user groups. Collaborates in partnerships and committees with individual libraries locally, regionally, and nationally. Attends annual conferences as required.
  11. Prepares, compiles, and analyzes statistical reports and narrative summaries. Maintains an archive of statistics and utilizes adopted practices for gathering and compiling usage data.
  12. Identifies, verifies, and processes detailed holdings records using accepted library standards and procedures in order to maintain the integrity of the library’s database.
  13. Responsible for assessing fines, fees, invoices, including but not limited to: billing PCC students, accounting for payments sent from other libraries, and coordinating with a library supervisor as needed.
  14. Uses specialized technology to create and manipulate digital documents.
  15. Identifies and advises library supervisors on future technology needs.
  16. Coordinates ILL integration with the purchase on demand program.
  17. Remains current on new technology, methodology and equipment.
  18. Performs other related duties as assigned.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work is primarily performed in a library and is fast-paced with constant interruptions. Duties of this position are usually performed in an indoor environment, involving heavy public contact with a usually moderate noise level. Some assignments may involve transporting materials from the loading dock, between classrooms, within libraries and across campuses.  This position may require travel to the various PCC campuses. Frequent reaching, walking, standing lifting, stooping, or carrying of equipment or library materials may be required. Incumbents may be required to lift and carry up to 50 pounds.

MINIMUM QUALIFICATIONS

Associate’s degree and two years of library experience. ¬†Relevant library experience may substitute for the degree requirement on a year-for-year basis.

Knowledge of:
  • Library automation systems;
  • Database applications;
  • Institutional repositories;
  • ILL technologies.
Skills in:
  • Good time management;
  • Customer service skills working with a diverse population. This includes the various levels of understanding about the interlibrary loan system and communicating with different groups receiving assistance (students, faculty, public, etc.)
Ability to:
  • Interact positively with staff and the public in order to enhance effectiveness and to promote quality service;
  • Maintain effective working relationships with coworkers;
  • Effectively communicate, both in writing and verbally;
  • Remain calm in high pressure situations;
  • Build relationships on campuses and district-wide;
  • Follow protocols and escalate as needed;
  • Work with multiple priorities in a fast-paced and changing environment.

NEW: 01/2014 (Replaces Senior Library Technician)