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University of Kansas Service Policy Coordinator in Lawrence, Kansas


Job Title:

Service Policy Coordinator



Primary Campus:

University of Kansas Lawrence Campus

Job Description:

40% KU Libraries Access and Circulation Policy Coordination

  • Collaborate with library colleagues and their departments to develop and maintain access and circulation policies and procedures while ensuring consideration of customer impact, workflow, and quality control requirements.

  • Document library policies and procedures and develop communication with library users regarding these matters. Content areas include library access, circulation, fines and fees, services to non-KU users, and code of conduct. Communication methods include application forms, handouts, KU Libraries web content, and KU Policy Library documents.

  • Develop and deliver training as needed for implementation of full range of circulation services.

  • Provide public service to library users and serve as resource person for both users, the Circulation Business Specialist, and staff to resolve problems.

  • Serve as a point person to handle difficult patron situations including those related to lost books, claims returned, and overdue fines.

  • Work with Library Appeals Board to provide for handling of patron appeals to library charges.

  • Coordinate with individuals, academic departments, Shared Service Centers, IT Account Management, IT Customer Service, Human Resources, KU Card Center, and library staff to clarify policies related to library privileges and to resolve problems for KU students, faculty, staff, and affiliates.

  • Coordinate access to library privileges for non-KU individuals including residents, alumni, school groups, and summer groups. Maintain the KU Library Borrower Card program and coordinate with IT Account Management to facilitate workstation access for visiting groups.

  • Instruct circulation staff and student assistants to ensure compliance with privacy and confidentiality practices, PCI standards, and "red flag" rules through training and preparation of learning materials.

40% Voyager Integrated Library System Management

  • Maintain circulation matrix in Voyager system administration.

  • Work with others to maintain the Voyager ILS performing and overseeing various data clean-up and maintenance tasks.

  • Participate in planning to facilitate patron loads, bursar transfers, and system upgrades.

  • Coordinate with other KU Libraries' Voyager system administrators to help meet program needs.

  • Serve as resource person to library staff regarding Voyager circulation module.

  • Lead Circulation Forum and collaborate with Resource Sharing Forum to provide training, share information, and standardize procedures.

  • Develop and deliver or arrange for circulation module training for library staff and student assistants.

  • Request system reports and manage update to Voyager circulation files related to fines, fees, lost books, and patron records.

  • Manage annual write-off of unpaid library charges, related retention of data, and patron record retention schedule in compliance with library, university, and state guidelines and regulations.

  • Participate in in the planning and work toward an ILS migration from Voyager to an as yet to be determined ILS system.

10% Maintain Schedule of Library Hours

  • Maintain schedule of library hours of opening by presenting proposal of hours for review and approval and through update of handouts.

  • Manage the Voyager calendars for 7 libraries, and web content for 13 locations.

5% Assessment

  • Lead continuous assessment of the effectiveness of overall circulation system support, and the impact of library policies and procedures on both the user and library staff workflow.

5% Other Duties As Assigned

  • Task force, project and committee work related to improving libraries services and libraries strategic objectives.

Req ID (Ex: 10567BR) :



The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following persons have been designated to handle inquiries regarding the nondiscrimination policies and are the Title IX coordinators for their respective campuses: Executive Director of the Office of Institutional Opportunity & Access, IOA@ku.edu, 1246 West Campus Road, Room 153A, Lawrence, KS 66045, 785-864-6414, 711 TTY 9for the Lawrence, Edwards, Parsons, Yoder, and Topeka campuses); Director, Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission Parkway, Fairway, KS 66205, 913-588-8011, 711 TTY (for the Wichita, Salina, and Kansas City, Kansas medical center campuses).

Work Schedule:

Monday - Friday, 8 am - 5 pm

FLSA Status:


Contact Information to Applicants:

Tonia Morgan


Required Qualifications:

  1. Bachelor's Degree PLUS three (3) years of library or related experience OR High School diploma and five (5) years of experience coordinating one or more library administrative services or programs.

Employee Class:

U-Unclassified Professional Staff

Advertised Salary Range:

Minimum $45,000, final determination commensurate with experience



Preferred Qualifications:

  1. Demonstrated experience working successfully with detailed and complex information, to organize the information effectively, and to be successful in communicating detailed information.

  2. Previous Academic library experience

  3. Two (2) years of experience working in service-oriented environments

  4. Two (2) years of experience using Windows operating systems and Microsoft Office software

  5. Demonstrated experience working effectively both independently and in a group environment while maintaining confidentiality of patron records and work information, as appropriate.

  6. Experience working with library policies and procedures.

  7. Experience with an online library system management.

  8. Writing, communication, and problem-solving skills

  9. Customer service orientation

  10. Project management skills

Position Overview:

The Service Policy Coordinator works independently and collaboratively to create, implement and document policies and procedures for access to library services and circulation policies and procedures. The position manages the Voyager ILS circulation matrix and adjusts it as needed for policy changes. The Service Policy Coordinator responds to inquiries and requests for assistance and provides customer service support for internal and external customers. The position develops and maintains training programs and learning materials for individual and group learning in support of these areas. The Service Policy Coordinator works with their Supervisor and KU Libraries administration to ensure our policies and procedures best support the research needs of students, staff, faculty and the broader community.

The University of Kansas Libraries support a safe and inclusive environment for all members of our diverse communities at KU. We are committed to building a diverse and pluralistic workforce and strongly encourage applications from diverse candidates. This position will demonstrate a commitment to advancing diversity efforts in the Libraries and contributes to an inclusive environment.

The University of Kansas offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 9 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors. The University of Kansas also offers employees educational opportunities and is a great place to work!

About Lawrence, KS

The University of Kansas is located in Lawrence, a community of about 95,000. Only 35 miles west of Kansas City and 20 miles east of Topeka, you will never be far from barbecue, jazz, museum culture, and more. Lawrence has a lively downtown and a thriving arts and music scene, and its local government has enacted ordinances supporting equality for all members of its population. Lawrence locals covet the numerous sports and recreational opportunities, local shops, and a wide range of locally-owned restaurants.



Application Review Begins:


Anticipated Start Date:


Additional Candidate Instruction:

A complete application includes:

  1. Cover letter addressing how you meet the required and preferred qualifications.

  2. Resume/CV.

  3. Contact information for three professional references (including at least one previous or current supervisor).

  4. Completion of the online application.

  • Application review begins Wednesday, June 7, 2023 and continues until a pool of qualified applicants is identified.

Job Family:

Library Services-KUL

Work Location Assignment:


Position Requirements:

  1. This position requires working on-site.