Chapman Learning Commons Senior Program Assistant

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Note: Applications will be accepted until 11:59 PM on the Posting End Date.

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At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Summary

The Chapman Learning Commons is an integrated learning and research environment supporting students, faculty and staff and community members at the University of British Columbia. The Chapman Learning Commons offers a variety of services and programs including equipment lending, academic coaching, study spaces, and access to technology, to help students achieve academic success and make the most of their time at UBC.

Administers the daily operation of the Chapman Learning Commons Help Desk and other related programs and services at the Irving K. Barber Learning Centre (IKBLC). In consultation with the Learning Services Librarian, interviews, hires, trains, supervises, and oversees the work of CLC Peer Advisors in duties related to desk maintenance. Reviews and submits student payroll records on Workday. Provides complex oversight, such as planning and maintaining CLC Peer Advisor desk schedules and determining staffing requirements. Assists the Learning Services Librarian in the development and implementation of new work methods and procedures. Responsible for performing and assisting in resolving complex overdues duties and problems. Processes fine appeals, queries and traces pertaining to overdue items and related fines.

Organizational Status
Reports to and works under the general direction of the Learning Services Librarian. Works independently to perform the majority of duties, following established guidelines and priorities and referring new or unusual problems to supervisor. Works with other staff, librarians, and student employees in the Learning Commons, Music Art and Architecture, and other Library branches/units and the public. Hires, trains, and supervises student assistants.

Work Performed

• Oversees the daily operation and maintenance of the Chapman Learning Commons Desk including creating a working schedule for student staff, answering student staff questions, and providing in-person support.
• Makes recommendations regarding branch policies, participates in the development of projects and procedures, establishes priorities, schedules special projects and implements new or changed procedures.
• In consultation with the Learning Services Librarian, interviews, hires, trains and supervises student advisors. Provides complex oversight, such as planning student work schedules, determining staffing requirements, and overseeing student desk work. Maintains the CLC Peer Advisor desk schedule, including finding shift swaps or covers to prioritize CLC Help Desk hours.
• Designs and delivers training to student advisors responsible for working at the Chapman Learning Commons Information Desk.
• Coordinates training and onboarding of new student staff members, including scheduling workshops, organizing rooms and catering, and developing and delivering sessions under direction from the Learning Services Librarian. Facilitates staff meetings and sessions on professional development topics for student staff as required.
• Provides basic training for patrons and student-staff on the equipment in the Chapman Learning Commons, including Mac workstations, scanners, etc. Troubleshoots equipment and software problems and liaises with Library IT or UBC IT to resolve problems.
• Provides support to student-staff for complex or difficult interactions including handling patron complaints, and referring interactions to supervisor when necessary.
• Administers the equipment lending pool, over 90 pieces of AV and technological equipment available for loan from the CLC. Responsible for cataloguing and maintenance requests of equipment. Responsible for ordering equipment including coordination for ordering, delivery and cost reconciliation. Assists with inventory and ensures that the online database listing of equipment is accurate.
• Administers work related to overdue charges and patron accounts. Deals with appeals, claims-returned and inquiries regarding library fines according to UBC loan regulations and policies. Consults with the Learning Services Librarian in making decisions to cancel or adjust existing fines, and regarding replacement costs of items, as appropriate. Delivers fair and equitable services negotiating patrons needs for accommodation and library’s policies.
• Collaborates with borrower services and other UBC branch libraries on matters concerning overdues and library fines.
• Develops and documents procedures and policies, ranging from basic to complex, for the learning commons equipment pool, and data collection and tracking, and makes recommendations for improvement to practices and workflow.
• Assists in the maintenance of desktop computers and printers in the Learning Commons, following established routines, and alerts UBC IT and Xerox/Ricoh staff to any problems.
• Participates in public service duties in the Learning Commons, providing: basic information about and help with Library/IKBLC services and resources; IT equipment loans; referrals to appropriate service desks, staff or online services; information about or referrals to student academic support programs and learning opportunities.
• Organizes the collection, input, maintenance, organization and reporting of data and statistics from a variety of sources regarding the use of and response to Chapman Learning Commons programs and services to support assessment, program analysis and decision making. Implements the collection of additional user data as required.
• Submits facility repairs and custodial requests for the Chapman Learning Commons when needed.
• Responsible for organizing payment of student hourly employees. Follows up with student employees and vendors as needed to ensure outstanding payroll or expense claims are submitted. Ensures learning commons purchases, payments, invoices, and quotes are managed appropriately and according to established procedures.
• Responds to enquiries about Learning Commons/IKBLC programs and services, via telephone, email and in-person, including requests for tours and additional information.
• Performs other duties related to the qualifications and requirements of the job.

Consequence of Error/Judgement
Exercises judgement when problems arise with established routines, deciding which issues to refer to supervisor and which to solve independently. Work is checked periodically by supervisor but not routinely. Errors would cause inconvenience to both staff and patrons.  Consequences of error would affect the quality of the library service to the university community. Unusual problems are referred to the Learning Services Librarian.

Supervision Received

Reports to and works under the general direction of the Learning Services Librarian. Works independently to perform majority of duties, following established guidelines and priorities and referring new or unusual problems to supervisors.

Supervision Given
Hires, trains and supervises new student workers and oversees the daily work of student advisors in the Learning Commons.

WORKING CONDITIONS

Computer use in a shared office area in the Learning Centre.  Physical work of setting up tables and chairs in workshop spaces, lifting boxed materials and maintaining computers, printers or other equipment in the Learning Commons.

PERFORMANCE CRITERIA

Accuracy and strong attention to detail in all work. Helpful and courteous relations with other staff and the public. Maintains a good balance between the various job duties so that currency is maintained in all areas of responsibility.

Minimum Qualifications
High School graduation and Library Technician diploma plus 3 years of related experience or an equivalent combination of education and experience. 3 years' experience working in an academic library. Experience hiring, training, supervising, and scheduling a large student group of 10 or more. Knowledge of web authoring tools (such as Wordpress) and a demonstrated aptitude/interest in technology, including evaluating the fitness of laptops, cameras, and other technologies for circulation.  3 years’ experience with Voyager and managing fines appeal processes. Experience with room booking software. Effective oral and written communication, interpersonal, public service and organizational skills. Ability to type 50 wpm and to operate a normal range of office equipment. Ability to use word processing, spreadsheet, database, Internet and electronic mail applications at an intermediate level (MS Office preferred).  Accuracy and strong attention to detail.  Ability to prioritize and work effectively under pressure to meet deadlines.  Ability to compose routine correspondence.  Ability to exercise tact and discretion. Ability to work both independently and within a team environment. Models and demonstrates good communication through active listening and appreciative inquiry and open to providing and receiving timely, constructive feedback. Listens to, encourages and expresses creative and innovative ideas. Ability to lift up to 20 kg of boxed materials. Ability to work five days per week.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion