Community Support & Safety Specialist

This full-time position is a support role working with the Community Support & Safety Department at Grand Rapids Public Library. This position works closely with GRPL patrons, Grand Rapids community service providers, GRPL staff, and security personnel to help vulnerable patrons connect to needed resources.

A key function of this position includes investigating, processing, and tracking data around Incident Reports and Monitoring Logs. This includes security footage review, conversations with staff, and discussing situational next steps with management. This position also de-escalates situations and facilitates resource connections with patrons. This role has duties related to patron and staff safety and security, including regularly serving as Supervisor in Charge for the library system.

Work is performed under the general direction of the Community Services Manager. This position requires the ability to travel to all 8 GRPL locations in the performance of some duties.

• Builds rapport and trust with patrons and community members when representing GRPL. 
• Applies de-escalation techniques to handle challenging interactions and resolves conflicts calmly.
• Effectively communicates with staff and patrons during and after escalated situations.
• Investigates and researches Incident Reports and Monitoring Logs and completes the associated clerical tasks accurately.
• Exercises sound judgment as Supervisor in Charge.
• Contributes to the planning and rollout of library safety and security infrastructure and manages inventory of safety supplies.
• Assists with training staff and coordinating staff training opportunities.

• Connects community members and vulnerable patrons to appropriate internal and external resources both on and off site.
• Researches, develops, and maintains networks of community-based support services in partnership with the Library Resource Navigator.

• Provides professional, friendly service to library patrons and coworkers in-person, over the phone, and in writing in a manner that meets GRPL expectations around customer service.
• Handles circulation tasks, issues library cards, and resolves account issues with clear communication.
• Manages administrative workflows, data entry, and report generation independently.

• High school diploma or a GED
• Possession of a valid driver license and vehicle insurance, as well as the ability to provide own transportation to GRPL locations and community meeting locations

• Bachelors degree
• 2 years experience in human services or social work settings
• Experience providing resource navigation services, working with people experiencing mental health crises, and safely de-escalating aggravated situations
• Ability to communicate effectively in Spanish

• Provide consistently friendly, accurate, and efficient service to GRPL patrons and staff; ability to make independent and reliable decisions related to patron experience.
• Communicate professionally with diverse groups both verbally and in writing.
• Provide and model engaging and consistent customer service.
• Keep up-to-date on GRPL policies, procedures, and documentation as they relate to job functions.
• Follow library policies and procedures as well as state laws governing library services, specifically those laws dealing with the confidentiality of patron records and any other private information conveyed; capacity to learn and apply library procedures, principles, and methods.
• Set priorities and meet deadlines; adaptability and judgment to reprioritize as needed.    
• Perform standardized processes; ability to follow procedures in processing forms and other communication.    
• Understand systems and maintain an organized and effective work process; flexibility to review and improve upon processes as they become dated or new information becomes available.    
• Prepare clear and concise reports.
• Establish and maintain working relationships with other staff and the general public; ability to work collaboratively.    
• Travel efficiently between branches during a shift.    
• Manage emotions in the workplace and maintain professional composure and judgment.    
• Work with a supervisor and process feedback regarding job performance.    
• Maintain a consistent safety record as it relates to operation of the motor vehicles.
  

• Available resources (and associated systems) for vulnerable people in Grand Rapids, including but not limited to resources around housing, food access, employment, medical health needs, and mental health needs. 
• Trends and developments in human services, ability to adapt to evolving needs of the department and organization, and willingness to seek additional training as needed, including via conference and workshop attendance, professional networking, etc. 
  

• General office procedures, processes and equipment; ability to operate a variety of office equipment, including computer workstations, typical electronic devices, and software.   
  

• A cover letter is required
  • Please attach a cover letter in pdf format that describes your interest in the position, your interest in working at GRPL, and how these might tie in with personal or professional goals
• All communication regarding this position will be done via email; it is your responsibility to ensure that your email address is up-to-date on your account profile
• To be eligible for this position, you must apply through the City of Grand Rapids Job Opportunities page