Document Delivery Assistant

Academic OperationsRemote, San Diego, California



Position Summary:

Under the direction of the Access Services Supervisor and the Associate Director, Library Collections and Access Services, processes book and article requests from students, faculty and staff. Participates in the Library’s online chat service and responds to questions received through virtual systems. Participate in the Library’s promotional campaigns and events.


The position entails a variable work schedule including evenings and weekends to cover the chat schedule.


Essential Functions:

  • Processes Document Delivery and Interlibrary loan requests for books and articles; verifying requests, sending, and returning material in a timely manner.
  • Utilizes various database applications for the fulfillment of requests.
  • Checks the OCLC software to fulfill inter-library loan requests from other libraries.
  • Assists patrons in the use of library resources and services virtually, maintaining quality services.
  • Respond to directional and reference questions received through the virtual phone system, and through online methods including refdesk e-mail, text, chat, and LibAnswers
  • Cover the Library’s chat service at least 15 hours a week, including evenings and weekends.
  • Answers questions related to the use of library catalogs, and the use of specialized indexes, abstracts and other reference tools.
  • Learn to use the Library’s electronic resources so that s/he can refer users to those resources and provide instruction.
  • Assist users in locating materials within the campus library system and makes referrals as appropriate.
  • Support liaisons with library instruction and tutorials.
  • Stacks Maintenance: Helps User Experience and Technical Services staff with stacks maintenance and weeding projects as needed.
  • Statistics: Assists Access Services Supervisor with routine department administration tasks, including compilation and recording of statistics, search and reconciliation of lost/missing/claims returned items, reconciliation of fines disputes and holds.
  • Shelve books and other material when there is a backlog.
  • Assist in developing, implementing, and evaluating department procedures.
  • Assist Sanford College of Education staff members with test kit circulation.
  • Actively promote the Library to students and faculty.
  • Participate in the Library’s promotional campaigns, events, and tutorials.
  • Assist with Libguide maintenance and link checking.
  • Prepares monthly report with accomplishments for the Access Services Supervisor and Associate Director, Library Collections and User Experience.
  • Other duties as assigned.


Supervisory Responsibilities: None


Education & Experience

  • Required: Bachelors degree
  • Library Technical Assistant certificate preferred
  • Experience:
    • At least one year (1) of customer service experience in a library or retail environment.
    • Previous library circulation or document delivery experience and working knowledge of the Library of Congress Classification System highly desirable.
    • Ability to communicate clearly and understand written and oral directions both online and by telephone.

Competencies/Technical/Functional Skills

  • Ability to speak, read, and writes English.
  • Ability to communicate clearly and understand both written and verbal instructions.
  • Ability to coordinate the work of others.
  • Some knowledge of integrated library systems and database applications.
  • Working knowledge of computers and office equipment (copiers, fax, and scanners etc.).
  • Thorough interpersonal skills.
  • Communication
  • Flexibility
  • Teamwork 

: No Travel Required



The National University System is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. As a network of nonprofit educational institutions, the System employs more than 3,300 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows for students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, the National University System is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

The National University System offers a comprehensive benefits package, competitive salaries, and an opportunity to work in an innovative environment that supports diversity. It is our policy to provide equal employment opportunities for all applicants and employees. The System does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, marital status, sexual orientation or any other basis protected by state of federal laws.