Summary This position is located in the Researcher Engagement and General Collections Division, Collections Services Section. The position description number for this position is 237560. This is a supervisory, non-bargaining unit position. Responsibilities The incumbent serves as a Supervisor for On-Site Constituent Support Day Team or the Evening/Saturday Team in the Jefferson and Adams buildings for the Researcher Engagement and General Collections Division (REGC). Incumbents assigned to either the day or evening/Saturday hours tour of duty, are responsible for supervising, scheduling, and directing the Constituent Support Technicians in the On-Site Constituent Support Day or Evening/Saturday Team, as well as on occasion, other REGC staff assigned to work the extended hours shift. The high quality of the reference and research service that the Library provides is directly related to the practices and procedures developed and implemented in REGC division. The incumbent shares with other Division managers and supervisors, overall responsibility for administering, planning, implementing, and evaluating programs and activities which deal directly with the provision of high quality service to the various users of the Library's general collections and protecting the integrity of the collections. Provides administrative and technical supervision relative to the staff supervised. Plans work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work; Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; Observes workers’ performance; demonstrates and conducts work performance critiques. Establishes guidelines and performance expectations for staff and clearly communicates these through the formal employee performance management system. Provides informal feedback and periodically evaluates employee performance. Resolves informal complaints and grievances. Recommends appointment, promotion, or reassignment and develops work improvement plans, recommending personnel actions as necessary. Provides advice and counsel to workers related to work and administrative matters. Effects minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. Reviews and approves or disapproves leave requests and certifies time and attendance records for staff. Assures that subordinates are trained and fully comply with safety regulations and safeguard sensitive and personally identifiable information (PII) of employees. Furthers the objectives of diversity and inclusiveness by taking positive steps to assure the accomplishment of diversity and inclusiveness and by adhering to nondiscriminatory employment practices in regard to political, religious, or labor organization affiliation or non-affiliation, marital status, race, color, gender, sexual orientation, national origin, non-disqualifying disability, age, or other non-merit factor. Oversees a staff of Constituent Support Technicians who communicate with a wide variety of patrons with routine and non-routine questions of a complex nature on issues associated with access to items from the Library's collections. Supervises the staff addressing book-service matters in the general reading rooms. Oversees the resolution of a wide array of collections issues that cannot be addressed by the Constituent Support Technicians, as well as personnel- related issues between staff and researchers, or among staff members. Manages requests received through various electronic and print methods, including receipt, response, tracking, and problem solving. Ensures requests are accurately answered in a timely manner. Trains, monitors, and performs quality control for staff searching requests containing inaccurate and/or incomplete information. As part of the circulation process in the LC ILS, for items that have not previously been linked to an item record in the LC ILS, the necessary holdings and item records must be created. Provides technical assistance where linking is more complex or confusing to the Constituent Support Technicians. Supervises the work of the day or evening/Saturday hours Constituent Support Technicians addressing requests that cannot be submitted directly by researchers, needing mediation. Primary among these mediated requests are requests for collections stored off-site. Also, oversees the advance reserve program and corresponds in writing with requestors on the results, or where particular issues arise that cannot be satisfactorily addressed by subordinate staff. Serves as an expert in the intricacies of the Library's catalogs and retrieval tools and uses extensive knowledge of both online databases and manual files to satisfy unusual and complex requests for material from many of the Library’s collections. Establishes liaisons in various areas of processing to assist in successful resolution of collections-related problems. Requirements Conditions of Employment Conditions of Employment The Supervisor leads his/her staff toward meeting the Library’s vision, mission, and goals by acting decisively, leveraging diversity and inclusiveness, demonstrating flexibility and resilience, fostering continuous improvement and innovation, and fostering integrity and honesty. To view the Library’s Supervisory Core Competencies click the following link: https://www.loc.gov/extranet/cld/development-programs/supervisor/supervisorcompetencies.html Library of Congress employees are prohibited from using illegal drugs, including marijuana. The Library is part of the Federal Government and abides by federal law, so regardless of individual state or District of Columbia laws, marijuana use is illegal, considered criminal activity, and can affect your employment at the Library. In addition, past drug use and activities (e.g., selling or distributing) may deem you ineligible for employment. Qualifications Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision. Ability to lead a diverse workforce.** Ability to provide customer service and program support.** Ability to utilize computer technology and software applications. Ability to communicate in writing. Knowledge of library processes and procedures. Ability to communicate effectively other than in writing. Education Additional Information Although it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous Federal service will generally be paid the minimum step of the grade. The Library of Congress is an equal opportunity employer. All who meet the eligibility requirements are encouraged to apply. Applicants must submit a complete application package that is received by the closing date of this announcement. This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please email ADA@loc.gov. The decision on granting reasonable accommodation will be determined on a case-by-case basis. Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant’s college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. Certification from health care providers are not accepted. For more information contact the Library's Office of EEO/Diversity Programs at 202-707-6024 or email spp@loc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM. The Library of Congress is the national library of the United States and is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation. The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement. Initial appointments, permanent or indefinite, to the Library of Congress require completion of a one-year probationary period. In addition, per Library of Congress Regulation 2010-12, an appointee or internal selectee is subject to a one-year supervisory probationary period, if this is his/her first supervisory/managerial position at the Library. The Library of Congress may offer repayment for all or part of federally insured student loans. However, not all service units within the Library of Congress participates in the repayment of federally insured student loans. Therefore, determination to repay a federally insured student loan is subject to approval by the appropriate service unit.