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Reference and Circulation Services Manager

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Please see Special Instructions for more details.

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 Reference and Circulation Services Manager
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 Reference and Circulation Services Manager manages and provides leadership for the core public services provided to students, faculty and staff. The position is critical to providing excellent service and timely access to a wide range of information resources. This position ensures that everyone that provides general library help and reference services (including full-time staff and librarians) is expertly trained and meets performance expectations. The Reference and Circulation Services Manager is responsible for directly supervising 2 full-time staff, supervising all student assistants, and overseeing the work of other full-time staff. The Reference and Circulation Services Manager creates, coordinates, implements and evaluates Reference, Circulation, Privileges, and other services that ensure access to information. The position is also responsible for training all student assistants, full-time staff, and librarians who provide services at the single service point. The Manager also has primary responsibility for managing the staffing and delivery of the reference appointment service.

Essential Duties and Responsibilities

1. Manage and Coordinate Service Desk Staffing and Training (75%)

• Manages Reference and Circulation services; manages all aspects of borrowing, lending, searching, and current periodical processing services
• Supervises, trains, and evaluates the performance of 2 full-time staff members in the Access & Delivery division
• Responsible for the daily operational aspects of Circulation and Reference Services, which are generally offered in person from 7am through 2am every day, and virtually, 24/7, including monitoring service quality and ensuring high productivity to meet students and faculty needs for research
• Establishes goals and objectives for Circulation and Reference services and assesses them using performance indicators and metrics
• Develops, organizes, implements, assesses, and revises operational policies and procedures for Circulation and Reference services
• Recommends and implements new or enhanced software and/or hardware solutions to improve reference, circulation, access, and delivery services
• Resolves procedural problems as they occur and reassigns work among staff as appropriate
• Recruits, hires, trains, supervises, and evaluates student assistants
• Develops training materials for student and full-time staff training; trains and oversees work of all full-time staff who work at the single service desk
• Designs, implements, and coordinates all aspects of the annual two-day student training “Boot Camp”; actively reinforces training throughout the year with students and full-time staff
• Schedules service at the Library Help Desk (121.0 hours/week), coordinating the scheduling and training of full-time staff, students, and librarians; maintains multiple staffing calendars (attendance, service schedules, etc.)
• Plans and proposes building hours for the Learning Commons, using evidenced-based decision making; responsible for accurate communication of hours both print and online (signs, handouts, web page etc)
• Provides excellent service virtually and in person; models excellent customer services best practices for all staff
• Responsible for understanding current federal laws regarding provision of ADA- compliant equipment and services in the Learning Commons; collaborates with the Disabilities Resources Center, ensuring that the library is in compliance with laws and regulations; provides individualized assistance to students, faculty and staff as needed; acts as the point of contact between IT (Field Support) and Disabilities Resources to ensure timely installation of software updates
• Communicates with faculty, students, and staff regarding service changes, known problems, service enhancements, etc

2. Reference Services and Assessment (20%)

● Collaborates with the Head of Instruction, Research, and Outreach to manage and assess reference services and staff
● Schedules librarians for on-call shifts; facilitates the scheduling of reference appointments for librarians
● Coordinates all Virtual Reference services (chat, text, email); manages the required software, maintains schedules, and delivers exceptional services to remote users.
● Creates learning and training content for the LibAnswers Knowledge base, a resource for staff as well as all Santa Clara student, faculty, and staff to be trained on how to use library resources
● Designs and implements projects to assess the quality of reference services

3. Service (5%)
• Chairs or serves on various library committees as appropriate
• Serves as the safety liaison to Environmental Health and Safety campus team.

4. Other Duties As Assigned


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

1. Interviews, hires, trains and supervises student workers
2. Directs, oversees, and plans the work of all full-time circulation staff
3. Appraises productivity and documents performance for full-time circulation and reference staff


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.


● Extensive knowledge of library operations and the ability to apply prior experience to new and/or different situations.
● Expertise in using online library systems and searching online and print information resources, including databases and Internet sources.
● Knowledge of ADA requirements and familiarity with adaptive technologies.
● Capability to troubleshoot basic computer problems, with extensive knowledge of the Windows environment.


● Excellent interpersonal skills.
● Excellent verbal and written communication skills.
● Competence with web authoring software and/or content management software and significant experience designing and developing web pages.
● Experience supervising student assistants or other hourly or casual employees.
● Experience developing and implementing staff training programs.
● Experience with cross-platform computing (Apple and PC).


● Ability to effectively use productivity software such as MS Word, Excel and Access.
● Flexibility; ability to work in dynamic, rapidly changing environment.
● Ability to work independently and collaboratively.

Education and/or Experience

● Bachelor’s Degree and at least 2 years of library experience; or an equivalent combination of education and experience.
● Experience supervising and managing staff

Salary Information Hiring Range: $27.43 - $31.53 hourly

Posting Detail Information

Close Date 01/16/2018
Open Until Filled No
Special Instructions to Applicants

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. * Are you a current or former Santa Clara University employee?
    • Yes
    • No
  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. * Do you have a minimum of 2 years of related experience?
    • 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