JOB TITLE: Director of Patron Services

REPORTS TO: Executive Director

WORK SCHEDULE: 37.5 hours/week 

POSITION PAY RANGE: $41.11–$61.67 (Dependent on Qualifications)

POSITION SUMMARY:  Exempt

Under the supervision of the Executive Director, the Director of Patron Services performs a variety of administrative and supervisory work in developing and supervising library staffing and services to deliver outstanding library services, resources, programs, and concierge level customer service for all patrons furthering the library’s mission to inspire lifelong learning, promote the free and respectful exchange of ideas, and build community. This person supports the Executive Director in leading the Adult Services, Youth Services, Technology and Media Lab teams, planning and implementing the library budget, reviewing, and revising policies and procedures, and managing personnel and special projects.  

Responsibilities and Duties (as directed by the Executive Director)

(85%)    Leadership and Administration

• Works with the Executive Director on the day-to-day activities and operation of the library to deliver innovative and relevant library services, programs, and resources in furtherance of library’s mission
• Oversight of the Adult Services (including Media Lab), Youth Services, and Technical Services departments including making hiring recommendations, orientation and training, schedules, and evaluation of department staff
• Tracks new technologies, library trends, and professional library principles, methods, and practices
• Evaluates and assesses outcomes of services and resources provided by the Library  
• Manage collection efforts, including collection budgets, collection management, and review and negotiation of database and equipment vendor contracts
• Serve as a collaborative member of the Management Team
• Collaborating with the Director of Operations to provide staff training, including the development, maintenance, and implementation of the Lake Forest Library Technology Core Competency Program in the areas of hardware, operating system and file management, software applications (both library and office ware), and internet
• Participate in Board meetings as necessary
• Provide leadership in the development, presentation, and evaluation of innovative and relevant youth and adult programs and resources which respond to the needs and interests of the community
• Lead collaboration efforts for cross-department programming events and programs  
• Encourage library use and program attendance through active community outreach and engagement (presenting and forming partnerships with local organizations, and participating in community events)  
• Assist the Executive Director and Director of Operations with developing and administering the library’s budget
• Prepare monthly reports to the Library Board, and annual reports to stakeholders and governing organizations
• Assist the Communications Department in the internal and external print, physical, and electronic promotion of library services, resources, and programs
• In collaboration with Director of Operations, plan and execute Staff Institute Day and other training opportunities  
• Coordinate, develop, and maintain department policies, procedures, and training manuals
• Prepare schedules, reports, and other communications as required
• Understand and be able to articulate and implement Library and CCS consortium policies and procedures  
• Enforce policies, procedures, and guidelines governing patron use of and behavior in the library. Redirect inappropriate patron behavior into conduct that is conducive to a welcoming, user-friendly, and peaceful atmosphere, particularly during after-school hours. When necessary, address escalated situations with consistency in a fair but firm and patient manner.

(10%) Reference, Reader’s Advisory, Interlibrary Loan and Collection Management

• Provide friendly, efficient, and knowledgeable service to all users.
• Maintain and develop skills necessary to staff the Adult Services and Youth Services Department desks
• Maintain current knowledge of the library’s collection and electronic resources
• Troubleshoot library equipment problems
• Assist and instruct patrons using virtual resources, downloading digital content, using publicly available technology including computers, printers, copiers, scanners, fax, etc. in scheduled group programs or one-on-one training sessions

(5%) Other Duties as Assigned (including but not limited to those listed below)

• Assume full responsibility for the operation and security of the library as needed (Person in Charge)
• Attend consortium, professional, community, committee, and library (including department and programming) meetings, and conferences, continuing education, and training sessions as requested
• Serve on library committees as requested
• Belong to and actively participate in local, state, and national library associations
• Other duties as assigned

Knowledge, Competencies, and Abilities

• High degree of organizational skills with exacting attention to detail
• Ability to set priorities
• Ability to solve problems
• Pleasant and professional personality; excellent customer service skills
• Excellent verbal and written communication and interpersonal skills
• Demonstrated initiative and flexibility to adjust to changes in directions and priorities and accept new challenges, responsibilities, and assignments
• Ability to work independently and as a team member
• Commitment to a flexible work schedule, including days, evenings, weekends, and split shifts  
• Ability to follow direction and to multi-task
• Ability to successfully plan and execute large scale community-wide events
• Proficient in the use of electronic communication tools and content, social media, content management systems such as ContentDM, and library resources and tools
• Strong interest and ability to explore new materials and technologies with an ability to learn, use, and teach new technologies
• Ability to effectively use a range of library databases and to teach patrons to use them
• Ability to read, write, and communicate fluently in English
• Ability to understand oral and written directions in English   
• Competent in the use of the library’s two-way radio security system
• Excellent public speaking and presentation skills
• Understand and able to articulate and implement library policies and procedures
• Understand and effectively use technology systems and equipment as outlined in the Lake Forest Library Technology Core Competency Program in the areas of hardware, operating system and file management, software applications (both library and office ware), and internet
• Expert knowledge of professional library principles, policies, procedures, methods, materials, and library practices

Education and Other Requirements

• MLS, MLIS, or MALS degree from an ALA accredited graduate school or combination of another advanced degree and experience.
• Minimum 10 years supervisory experience, preferably in a public library or related non-profit environment
• Strong leadership skills
• Emphasis on supervisory and management skills that include budget development, employee training, and operational policies and procedure, and management
• Strong emphasis on assessment and outcome analysis experience
• Expert knowledge of patron service standards, and standard collection development, reading list and standard reference resources for public libraries
• Budget, statistical analysis, and report writing experience  
• Extensive knowledge of and ability to use Internet search engines, word processing software, email, BS&A payroll system, online computer catalogs, Microsoft Office Suite, Windows operating systems, and other applications in the Lake Forest Library Technology Core Competency Program
• Experience with social media platforms in professional work setting, preferably in a public library  
• Valid Illinois driver’s license, access to a vehicle, and current automobile insurance

Physical Requirements

• Move, lift, carry, and put away items, weighing up to 20 pounds, sometimes repetitively
• Perform physical activities that require strength and coordination, such as pushing a loaded library cart
• Remain in a standing or sitting position for extended periods of time
• Ability to work in an inside environment that provides protection from weather conditions, but not necessarily from indoor temperature and humidity changes

The responsibilities, duties, competencies, abilities, and education and other requirements outlined above are subject to change.

Illinois is at at-will-state, and as such, ongoing employment is not guaranteed.

The Lake Forest Library is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Library will review a reasonable request for accommodation to qualified individuals with disabilities.