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Interlibrary Loan and Access Services Supervisor

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Please see Special Instructions for more details.

The primary schedule is Tuesday-Saturday, 9:00 a.m. – 6:00 p.m. In your cover letter please address your qualifications for this position as well as your experience and what you have learned working with diverse populations

Posting Details

Position Information

Position Title Interlibrary Loan and Access Services Supervisor
Department University Library
Fixed Term End Date
Part Year No
Part Year Months
FLSA Status Non-Exempt
Standard Hours (hours per week)


Position Summary Information

Position Purpose

The ILL & Access Services Information Specialist, under the supervision of Manager, Interlibrary Loan, obtains published material (books, dissertations, and journal articles) not available in the University Library or Heafey Law Library collections for Santa Clara University students, faculty and staff in order to facilitate their educational and research needs. The ILL & Access Services Information Specialist also provides excellent library and information service at the Library Help Desk in support of the University’s academic programs as outlined in the University Library’s Strategic Plan. Performs specialized duties requiring broad knowledge of general library operations and/or materials, and specific library policies and procedures in a diverse work environment. Delivers accurate, timely, and courteous service that respects individual needs and strengthens the educational experience. Participates in planning and accomplishing the goals of Access & Delivery Services. Duties include student training and supervision. The primary schedule is Tuesday-Saturday, 9:00 a.m. – 6:00 p.m. Adjustments in this schedule will be required as a function of the academic calendar, e.g., intersession, summer hours etc.

Essential Duties and Responsibilities

1. Process ILL/LINK+ Lending and Borrowing Requests (50%)

• Possesses a working knowledge of all ILL and LINK+ activities, policies, and procedures
• Works independently to determine the best course of action of fill an ILL request
• Resolves complex problems related to ILL borrowing and lending orders
• Interprets, verifies, and modifies ILL requests within established rules and procedures in order to assure the most timely delivery of material
• Enters data and modifies information to initiate and complete ILL transactions in ILLiad.
• Interprets complex bibliographic citations found in full-text databases, electronic journals, etc. to ensure greater accuracy in processing ILL requests
• Trains, supervises, and evaluates student assistants in ILL and LINK+ procedures.
• Develops/plans/executes projects to improve and enhance services provided by ILL, e.g., creating ILL library patron records for borrowing libraries, invoicing patrons for lost and overdue ILL books
• Interprets existing policies and recommends new or revised policies as needed and appropriate, e.g., provide information on ILL policies and procedures to users.
• Identifies and analyzes operational/technical problems and recommends solutions to the ILL manager
• Communicates with SCU students, faculty and staff in person, on the telephone, and via electronic mail regarding their ILL requests to ensure quality customer service
• Supervises LINK+ incoming and outgoing work done by student assistants
• Schedules student assistants’ work assignments for quarter, finals week, intersession, and holidays
• Reassigns students daily work load when student assistant is out sick or has scheduled time off.
• Trains student assistants, monitors their time sheets.
• Processes outgoing and incoming Graduate Theological Union items
• Reconciles purchasing card transactions
• In the absence of the manager, responsible for the daily operations of ILL, including monitoring service quality and ensuring high productivity in order to meet patron needs for research
• May attend regional and statewide meetings of document delivery-related groups, as well as other pertinent staff development meetings, workshops, etc.

2. Circulation of Library Materials (45%)

• Staffs the Library Help Desk during scheduled hours.
• Assists patrons in locating materials in the library using OSCAR (the University’s online catalog)
• Provides courteous directional and informational assistance and simple reference assistance to users, requiring a general knowledge of the library’s physical facility, organization, collections and policies
• Refers complex questions to the appropriate individual
• Uses the automated library system (OSCAR) to circulate materials (checkout, check-in, place holds, etc.) to members of the Santa Clara University community
• Recommends searches and/or LINK+ or Interlibrary Loan requests for missing library materials
• Educates users about new or enhanced services provided by the library
• Provides information on specific library policies, including billing and circulation privileges
• Overrides patron blocks when appropriate
• Supervises, trains, and manages library student workers, directing their work and ensuring the work of the library (sorting, shelving, shelf reading, auditing ARS, etc) is completed during work shifts
• Supervises the ARS during weekends, which includes storing, picking, and auditing
• Supervises paging during weekends
• Opens/closes and secures the library as needed

3. Other Duties as Assigned (5%)

• Orders supplies/labels etc. for the ILL unit
• Monitors incoming emails to the ILL unit
• Runs LINK+ reports
• Troubleshoots minor problems with copy machines, OSCAR workstations, printers, etc.
• Repairs and services equipment throughout the library as requested and required
• May utilize sign making software and/or word processing software to create library signs and notices to be posted in the library; and to create/update forms and documents
• Collects data on services, collections, use and facilities for library assessment
• Works on unit projects as assigned by supervisor


1. Recommends initiatives and implements changes to improve quality and services.
2. Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.
3. Maintains contact with customers and solicits feedback for improved services.
4. Maximizes productivity through use of appropriate tools; planned training and performance initiatives.
5. Researches and develops resources that create timely and efficient workflow.
6. Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions.
7. Prepares and submits reports as requested and required.
8. Develops and implements guidelines to support the functions of the unit.

Provides Work Direction

Supervises several student assistants.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred. This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer terminal.
• May be required to travel to other buildings on the campus.
• May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations.
• May be required to occasionally travel to outside customers, vendors or suppliers.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

• Typical office environment.
• Mostly indoor office environment with windows.
• Offices with equipment noise.
• Offices with frequent interruptions.


Library or front line customer service experience


• Demonstrated excellence in providing high quality customer service required
• Experience supervising or directing the work of others required
• Evidence of a strong aptitude for technology hardware, software, and applications required

• A working knowledge of the activities, policies, and procedures of Document Delivery and Interlibrary Loan preferred
• Prior experience with online library systems, bibliographic utilities, online databases, and reference sources preferred


• Ability to organize and prioritize workload and effectively manage time in a multitask environment required
• Ability to work cooperatively with others in a team environment required
• Ability to work accurately with attention to detail required
• Ability to apply prior experience to new or different situations in the library environment required
• Experience with computers is required for all positions at this level

• Experience with automated library systems, including ILLiad, OSCAR, bibliographic databases and library full text databases preferred

Education and/or Experience

At least two years of library or front line customer service experience required

Bachelor’s degree preferred

Salary Information $20.65 - $23.74 per hour, commensurates with experience

Posting Detail Information

Close Date 01/19/2018
Open Until Filled No
Special Instructions to Applicants

The primary schedule is Tuesday-Saturday, 9:00 a.m. – 6:00 p.m.

In your cover letter please address your qualifications for this position as well as your experience and what you have learned working with diverse populations

EEO Statement

Santa Clara University is an Equal Opportunity/Affirmative Action employer, committed to excellence through diversity and inclusion, and, in this spirit, particularly welcomes applications from women, persons of color, and members of historically underrepresented groups. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, status as a protected veteran, status as a qualified individual with a disability, or other protected category in accordance with applicable law. The University will provide reasonable accommodations to individuals with a disability.

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

About Santa Clara University

Santa Clara University is a comprehensive Jesuit, Catholic university located in California’s Silicon Valley, offering its 8,800 students rigorous undergraduate curricula in arts and sciences, business, and engineering, plus master’s, Ph.D., and law degrees.

Santa Clara University does not sponsor work visas for staff positions. If hired, individuals must independently provide proof of their eligibility to work in the United States.

Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • WEB-SC: SCU Website
    • SCU: University Promotion/Transfer
    • SE: Self
    • PE: Periodical
    • ER: SCU Employee Referral
    • LN: Other Newspaper
    • CF: Conference
    • WEB-O: Other website
    • OS: Other
    • Asians in Higher Education
    • Assoc of Jesuit Colleges & Universities
    • CAL Jobs
    • Blacks in Higher Education
    • HigherEd Jobs
    • Hispanics in Higher Education
    • Latinos in Higher Education
    • LGBT in Higher Education
    • Native Americans in Higher Education
    • Northern California Higher Education Consortium
    • Veterans in Higher Education
    • Women and Higher Education
  2. * Are you legally eligible to work in the United States?
    • Yes
    • No
  3. * Indicate Years of Related Work Experience
    • 1 or more year(s)
    • 2 or more years
    • 3 or more years
    • 5 or more years
    • 10 or more years
  4. * What is the highest level of education that you have completed?
    • High School Diploma
    • Professional Certificate
    • Associate's Degree
    • Bachelor's Degree
    • Master's Degree
    • JD
    • PhD
  5. * Are you a current or former Santa Clara University employee?
    • Yes
    • No
  6. * I understand that in my cover letter, I should address my qualifications and experience relevant to this position and include what I have learned working with diverse populations.
    • Yes

Applicant Documents

Required Documents
  1. Cover Letter
  2. Resume
Optional Documents