General Summary: 

The Borrowing Coordinator is a staff member of the Resource Sharing & Document Delivery (RSDD) team and is responsible for managing the borrowing side of Healey Library Interlibrary Loan operations.  They review and process all incoming and pending Interlibrary Loan borrowing requests received from students, faculty and staff.  As the customer service point person for ILL patrons, they work closely with the circulation department, respond to any patron inquiries, and troubleshoot problems with ILL transactions. In consultation with the RSDD supervisor they use the customization module of the Interlibrary Loan software to identify and create the most efficient workflow for the department. They also consult with the RSDD supervisor to provide policy and procedure documentation for Interlibrary Loan. They are cross-trained and assist as needed with the lending and document delivery services RSDD provides. The Borrowing Coordinator provides excellent customer service when dealing with patrons, library staff and lending libraries, upholding the department’s commitment to equitable access to the InterLibrary Loan service and the materials that can be supplied.   

Examples of Duties: 

50% of time:

• Throughout the day checks Illiad software to process ILL requests:
• Checks UMB resources to make sure Healey does not already provide the resources requested
• Checks Open Access resources to make sure that requested items are not available free online
• Cancels requests for various reasons and provides customer friendly communication regarding the cancellation
• Routes requests for Healey Library owned materials to document delivery queue for processing; is able to assist in processing as needed
• Uses ILLiad software and ALA guidelines to track copyright compliance for fair use in Interlibrary Loan
• Uses ILLiad, RAPID, and OCLC services to identify potential lenders and send requests for electronic delivery of resources
• Uses ILLiad, RAPID, and OCLC services to identify potential lenders for physical loan requests
• Routes difficult requests they cannot process to supervisor for further attention
• Processes the electronic receipt of article requests through RAPID and OCLC using ILLiad software

33% of time:

• Answers patron questions regarding their Interlibrary Loan requests
• Monitor Interlibrary Loan emails through the day and respond to patron’s email in a timely manner
• Uses ILLiad’s email function to follow up on overdue, missing, or delayed items 
• Contacts software vendors when there is a problem with the software (OCLC; RAPID)
• Works with supervisor to create and update documentation for department procedures
• Works with supervisor to implement customization changes in ILLiad that improve the user experience or workflows in the department. E.g. edits system emails in ILLiad; adjusts parameters for renewals;

implements new designs for book bands; adapts software templates; creates new routing rules or queues when needed for new workflows

17% of time:

• Trains and supervises the student assistants who use ILLiad software to process the receipt and return of loans; is available to participate in ILL training or info sessions for other departments as needed. 
• Assists in compiling statistics from OCLC, RAPID and ILLiad for various requests. E.g. consortia requests stats of activity between libraries; library administration needs annual statistics of department activity.
• Performs other duties as assigned 

Qualifications: 

• Must have bibliographic research skills which allow them to decipher bibliographic citations using the internet and standard library resources such as Worldcat, metadata contained in catalog records, centralized OCLC holdings, and subscription databases
• Must have problem solving ability and attitude
• Working knowledge of Microsoft products and cloud-based document storage
• Ability to quickly learn changes in software used to provide ILL service
• Strong written and oral communication skills for communicating with patrons and staff at other libraries
• Strong customer service orientation and pleasant attitude when dealing with patrons and staff

Application Instructions: 

Please apply online with your resume, cover letter and list of three professional work references.

Review of candidates will begin following the application closing date.

Grade: 16              Hourly Rate: 28.21

This is a non-exempt union position.

All official salary offers must be approved by Human Resources.

UMass Boston is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact the ADA/504 Coordinator Andrea Haas  or 617-287-5148.