Reference Supervisor - West Virginia and Regional History Center - WVU Libraries

The West Virginia & Regional History Center at West Virginia University Libraries is currently accepting applications for a Reference Supervisor.

About the Opportunity

The Reference Supervisor manages public service operations at the West Virginia & Regional History Center (WVRHC), ensuring knowledgeable and effective reference and research services. The position hires, trains, manages, and evaluates 2 reference services staff and 3-4 student workers to assist users in discovering, accessing, and using the WVRHC's collections. The position is also responsible for staff research and services that require in-depth historical and genealogical research with WVRHC collections and delivery of findings to users. Identifies opportunities to enhance reference and research services offerings and implement innovative solutions to improve patron satisfaction and WVRHC service effectiveness. The position reports to the WVRHC Instruction and Public Services Archivist.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 15 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What You'll Do

Manage public services operations:

• Open the WVRHC and ensure spaces are ready for public use.
• Direct the registration, reference, and manuscript room desks ensuring coverage by creating and maintaining a schedule and managing staff absences.
• Manage materials and spaces used for operations and workflows of the reading rooms and service desks.
• Approve manuscript room appointments, including helping patrons determine what materials they need and add appointments to the appointments calendar.
• Manage collection retrievals across two locations, communicating with WVRHC Stacks Associate, Libraries' Depository staff, and WVRHC Modern Congressional and Political Papers Collection unit staff about retrieval requests.
• Share daily appointment information with applicable WVRHC staff.
• Consult with appropriate A&M and MCPPC unit staff to review and provide access to minimally processed and/or sensitive materials, including assisting with review of restrictions related to Personally Identifiable Information, FERPA and HIPAA.
• Reconcile in-person material requests in the appointment calendar.
• Maintain data and reports, including reference transactions, collection use, and other statistics.
• Update public services operations manual and public services web pages.
• Develop collections-based training materials to be added to the WVRHC website.
• Evaluate existing services, systems, policies, and staff assignments and make recommendations for changes to increase efficiency or provide new services.
• Ensure safety and security of collections, monitoring environmental conditions, access, and use to prevent theft or damage to irreplaceable historical materials.

Oversee reference staff:

• Hire and directly supervise 2 Reference Assistants and 3-4 student workers.
• Approve leave and timecards, conduct annual staff evaluations, identify areas of development, and manage staff performance.
• Train and manage staff and students to ensure understanding of all aspects of WVRHC reference and research services to ensure positive user interactions.
• Communicate new or revised policies and procedures to reference staff and students.
• Review and assign incoming reference inquiries as needed.
• Oversee the reference queue to ensure questions are answered accurately and timely by other reference staff and student workers.
• Update documentation and training materials for staff and student workers who cover public services desks.

Provide reference and research services:

• Provide comprehensive staffing support for public service desks, ensuring consistent coverage and high-quality patron assistance in a dynamic research environment.
• Conduct detailed reference interviews to assess user needs, employing a wide range of research tools, including finding aids, collection inventories, the WVRHC collections database, card catalogs, and the integrated library catalog, to guide patrons in identifying and accessing relevant archival and published materials.
• Monitor and manage the reference queue, promptly claiming and responding to questions to maintain efficient and timely research support services.
• Utilize advanced research strategies to locate relevant information in unindexed and minimally described historical collections and synthesize information from primary and secondary sources to support patron inquiries and institutional projects.
• With other WVRHC staff, coordinate the reproduction, permissions, and licensing of archival images as needed, ensuring compliance with institutional policies and applicable copyright regulations.
• Communicate research findings and sources effectively across multiple platforms, including in-person consultations, telephone interactions, email correspondence, and online reference platform.
• Record and maintain reference transaction statistics to support departmental reporting, assessment, and service improvement initiatives.
• Assist patrons in the operation of specialized equipment, including microfilm readers, photocopiers, and printers, providing technical guidance to facilitate independent research.
• Monitor the use of archival materials in the manuscript reading room, ensuring proper handling procedures are followed to prevent damage to collections.
• Register new patrons, receive payment for services, and direct calls at the registration desk as needed.
• Enforce reading room rules and regulations while maintaining a welcoming setting.

Support for public services and administration:

• Provide research support to meet exhibition, instruction, and programming needs of the WVRHC.
• May assist with tours and instruction sessions.
• Participate in department and library-wide meetings and training sessions.
• Serve on appropriate interdepartmental committees as a WVRHC Representative.
• Identify and participate in training opportunities specific to the position.
• Other duties as assigned.

Pay Grade: 16

• Bachelor's degree required. History, English or related field preferred.
• A minimum of two (2) years of experience working in a library, archives, or museum, preferably in an academic setting.
• A minimum of two (2) years of public/customer service experience
• A minimum of three (3) years of supervisory experience
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills, and Abilities

• A strong public service attitude and interpersonal skills to interact with colleagues and students at WVU and the public
• Demonstrated ability to dependably adhere to scheduled shifts and promptly communicate scheduling changes or relevant information to supervisor and/or unit
• Ability to effectively direct and oversee the work of others
• Ability to work independently and solve problems
• Excellent oral and written communication skills
• Excellent organizational and time management skills
• Knowledge of academic library and/or special collections operations
• Ability to understand, explain, and apply rules, policies, and procedures
• Ability to operate basic office and library equipment, such as Microsoft Office
• Ability to learn library and special collections databases, web-based reference applications, and specialized equipment, such as microfilm readers
• Ability to work collaboratively and interact with people of all ages and diverse backgrounds
• Knowledge of and ability to learn West Virginia, Appalachian, and American history

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.