• In alignment with overall Library goals, establishes borrower services standards, guidelines, and procedures to ensure the delivery of consistent and high-quality library services to the public.  
• Provides system-wide leadership, advocacy, and expertise in the areas of circulation, customer service, and patron privacy. 
• Identifies and analyzes emerging community issues and needs to determine directions for related library programs, services, and collections. 
• Fosters a public service culture that embraces change, innovation and continuous learning. 
• Develops and maintains relationships and partnerships with other City staff, Minuteman Library Network, Massachusetts Library System, community groups, etc. to foster collaborative programs and services.  
• Coordinates system-wide borrower services programs, partnerships, and initiatives 
• Communicates the Library’s borrower services programs, philosophies, goals, and results to stakeholders.   
• Performs all duties with cultural awareness and humility, recognition of historic and institutional systems of oppression and their impact, and an active commitment to providing equitable services to marginalized or underserved populations in Cambridge.        

Provides effective leadership and management for the Main Library Borrower Services Department: 

• Manages the department in a manner that supports overall Library goals and ensures that staff members offer the highest quality assistance to library users. 
• Delivers and directs staff in the delivery of exceptional and engaging service to the public, including circulation, deliveries, shelving, displays, and merchandizing.  
• Directs all activities in the department and oversees staff schedules and work assignments, ensuring that coverage is adequate and assigned in the best interest of public service. 
• Supervises assigned professional and paraprofessional staff members at various levels and provides thoughtful leadership, mentorship, and development to each. Evaluates staff performance annually and set goals with staff for the coming year. 
• Aids in the recruitment of new staff, serves on relevant search committees, and trains new staff members, acquainting them with library policies, processes, and procedures. 
• Raises awareness and understanding of library services in the larger community. Coordinates department relationships with other agencies, institutions, and organizations. Leads staff in conducting outreach to outside groups and hosting library visits and tours for community groups. 
• Promotes full access to the collection through the prompt shelving and merchandizing of Main Library collections. May assume responsibility for collection development and weeding in assigned areas.  
• Communicates and applies library policies and procedures for patrons and staff, and lead department staff in addressing, resolving, and documenting violations of the library patron behavior policy. Monitors public areas of the library. 
• Responds to and resolves patron concerns and issues. 
• Ensures that library initiatives are an active part of borrower services. 
• Oversees department work areas and reports needed repairs and servicing. Ensures cleanliness and good order in both public and staff areas. 
• Conducts staff meetings to provide information and to seek input. 
• Maintains accurate and current written policies and procedures for the department. 
• Manages the department budget effectively; remains diligent in effective fiscal management. 
• Prepares reports and compiles statistics. 

Other Responsibilities: 

• Serves as a member of the leadership team of the library, attending regular leadership meetings. 
• Works closely with Library Administration to resolve issues. 
• Maintains a working knowledge of contemporary issues, trends, and technology in the library profession.  
• Makes recommendations to improve or streamline services. 
• Serves on committees which review and develop library policies and services. 
• Represents the Library at City and professional meetings, conferences, and trainings.   
• Contributes positively to the public relations efforts of the Library. 
• Supports the Library’s strategic directions and plan. 
• Contributes positively to the work culture of the Library. 
• Any other duties required for the good of the Department and the Library. 

MINIMUM REQUIREMENTS: 

Education and Experience: Bachelor’s degree required. A minimum of five years of successful professional work experience, at least three years of which have been in a position of supervisory/managerial responsibility and involved direct service to the public. Or any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work. 

Knowledge, Skills, and Abilities: 

• Knowledge and understanding of the Library’s mission, values and strategic priorities. 
• Commitment to doing all work through a lens of diversity, equity, inclusion and anti-racism. 
• Knowledge of principles, materials and current issues related to serving the public; demonstrated ability to apply to programs and services. 
• Knowledge of supervisory and leadership principles and practices; demonstrated ability to direct the work of other staff members. 
• Demonstrated circulation, outreach, and project management knowledge and ability. 
• Exceptional customer service skills and commitment to public service. 
• Demonstrated ability to work in a diverse community 
• Ability to handle multiple activities or interruptions at once, to work independently, and to meet deadlines 
• Knowledge and appreciation of literature and media, digital resources, and new and emerging technology; demonstrated ability to operate and instruct others in the use of library resources, equipment, software and systems. 
• Effective communication and interpersonal skills, cultural sensitivity, and a positive attitude. 
• Adaptability, dependability, and flexibility especially during emergency staffing situations. 
• Demonstrated ability to work both independently and as part of larger department and system teams. 
• Knowledge of change management and process improvement principles and practices. 
• Sound judgment and strong problem-solving skills; flexibility and adaptability in stressful situations and times of change. 

PREFERRED QUALIFICATIONS: Master’s degree from an ALA-accredited school of library science, public library experience, and fluency in a language in addition to English are desirable. 

PHYSICAL DEMANDS:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Ability to operate standard office equipment; transport carts of materials which can weigh more than 100 pounds across a level floor or on a ramp; carry baskets of materials weighing up to 30 pounds; pay attention to details and concentrate on tasks despite frequent interruptions and moderate noise levels; communicate effectively and exchange accurate information with coworkers and members of the public; read and organize written material; place library materials on shelves or carts which can be located at floor level or overhead. 

WORK ENVIRONMENT:

Work in assigned area, including public desk, office areas, training rooms, and various library locations as necessary. Typical exposure to noise, stress and interruptions in a lively, urban public library.  This position may be eligible for a hybrid work schedule under the City’s Telework Policy depending on operational needs. 

SUMMARY OF BENEFITS:

• Competitive health, dental, and vision insurance  
• Vacation and Sick leave eligible  
• Paid parental leave  
• Sick Incentive Pay Eligible  
• 3 Personal days  
• 14 Paid Holidays  
• Management Allowance, $2,700/year  
• City employee commuter benefits (T-Pass reimbursement Bluebikes membership, EZRide Shuttle membership)