Client Services Coordinator

Job title : Client Services Coordinator

Competition number : 007-2025

Administrative unit : Jean-Léon Allie Library and Archives

Immediate supervisor : Head of User Services Librarian

Job type : Permanent, Full time (Unionized)

Work schedule : 35 hours per week (some evenings and weekends required)

Salary scale : Level 5 – ($ 51 226 – $ 64 512)

In this document, the masculine pronoun is used without discrimination and only for conciseness.

Saint Paul University (1848) is the founding college of the University of Ottawa, with which it has maintained a federated relationship since 1965. Bilingual and on a human scale, it has more than 1,000 students. It offers programs in Social Communication, Counselling and Psychotherapy, Canon Law, Public Ethics, Conflict Studies, Theology, Human Relations, Transformative Leadership and Spirituality, and Social Innovation.  Saint Paul University offers an environment conducive to professional growth and competitive benefits.

Saint Paul University is known for its integration of learning and research with social engagement, resulting in a unique student experience. It participates in dialogue on contemporary issues and is committed to social justice.

SUMMARY

Reporting to the Head of User Services Librarian, the coordinator ensures day-to-day management of the service counter, stack assistance, books on reserve, proofreading, preparation of materials, library programming, preparation of statistical reports, and bibliographic research.

DETAILS OF RESPONSIBILITIES

Organization of tasks:

• Supervise tasks related to client services, namely stack assistance, proofreading, preparation of materials, bibliographic research and classification of books;
• Coordinate client services; keep up to date with new developments in areas related to client services; integrate these developments in the vision, objectives and priorities of client services; coordinate and facilitate the workflow and decision-making process of client services;
• Work closely with all library staff, as well as with the University’s faculties, institutes and services;
• Library programming: planning, creation and coordination of events as well as passive programming activities;
• Prepare statistical reports and other management reports on client services

Day-to-day management:

• Ensure the day-to day running of the service counter, i.e.

1. Make sure qualified staff are at the service counter when the library is open;
2. Train staff;
3. Verify and suggest updates to policies related to client services;
4. Prepare reports, statistics, and schedules for client services;

• Manage the petty cash: add up the petty cash quarterly, identify gains or losses, and deposit any gains;
• Supervise placing books on reserve that professors have requested;
• Verify volumes that have been identified as missing from the library and advise the collection development librarian when a book has been missing for more than a year or when demand is urgent.

Client services:

• Ensure stack assistance service is available: guide and assist students, professors and other users in using the various services that the library offers, especially computerized services such as reference tools, photocopiers, computers, the Internet, and the library’s online catalogue; refer users to a librarian, if needed;
• Do counter service while carrying out other duties (at least 5 x ½ day/week) during library hours (some evenings and weekends, if needed); do book returns and loans.

Books on Reserve and Bibliographic Verification

• Prepare books on reserve for professors (handle requests, change the status of the book in the system, manage the reserve shelves). Maintain electronic resources for reserve (ebooks, journals, etc.) using the electronic reservation system;
• Conduct bibliographic research in various databases (such as Alma and WorldCat) and library catalogues (such as OMNI).

Professional Development                                                                 

• Inform the supervisor of professional development needs and various training opportunities that arise;
• Take part in various information and training sessions, seminars, conferences, etc. that are relevant to the position.

Other

• Perform other tasks assigned by the supervisor as needed

EDUCATION,ECPERIENCE AND KNOWLEDGE

• Library and Information Technician Diploma or equivalent (undergraduate degree would be considered an asset);
• Three (3) years of experience in a library or archives setting, specifically in client service.
• Knowledge of MARC formats.
• Bilingualism: English and French (oral and written);
• Knowledge of reference services and practices.
• Knowledge of Microsoft Office software (Microsoft 365);
• Knowledge of other software used in libraries would be an asset.

ESSENTIAL QUALITIES

• Ability to address problems in your scope while adhering to professional standards, and ethical principles.
• Sense of motivation, and initiative.
• Adaptability, availability, and flexibility for daily activities and special requests.
• Ability to communicate effectively and collaborate with supervisors, colleagues, and clients.
• Sense of responsibility, good judgment, and attention to detail.
• Manage activities at the service counter independently, with good time and priority management
• Ability to work under pressure.