Reference Services Manager – AWM

Position Description

The Australian War Memorial combines a shrine, a world-class museum, and an extensive archive. The Memorial’s purpose is to commemorate the sacrifice of those Australians who have died in war or on operational service and those who have served our nation in times of conflict. Its mission is to lead remembrance and understanding of Australia’s wartime experience.

The Memorial’s Research Centre holds the written records of war, both published and unpublished. They manage and provide access to these collections, digitise archival collections and deliver reference and information services about Australian military history, the Memorial and its collections. The Research Centre’s Information Services team contributes strongly to the Memorial’s research and information dissemination activities through the reference enquiry services, Digitisation on Demand service, and contributions to public programs, exhibitions and projects. The work of the Information Services team supports the Memorial’s aims of helping Australians understand our wartime experience.

The Reference Services Manager is responsible for managing the Digitisation on Demand service and onsite client service in the Research Centre’s Reading Room. They promote the Research Centre collections and services through public talks, both onsite and offsite, and tours of the Research Centre. The Reference Services Manager provides leadership in achieving team goals and offers advice and support to the Manager Information Services.

Core Responsibilities

• Provide leadership in the delivery of reference and information services, training and mentoring staff to ensure the delivery of high quality reference services in a multi-facetted reference environment.
• Manage the Research Centre’s Digitisation on Demand service including supervising staff administering client copy requests, liaison and negotiation with other sections of the Memorial and ensuring quality image production and delivery.
• Manage the Information Services contract staff, including developing and implementing a staffing budget, revising the budget as necessary, recruitment and rostering.
• Supervise the management of the Research Centre’s Reading Room, including coordinating equipment purchases and infrastructure updates. Develop and deliver training to ensure a high quality and consistent customer service standard.
• Delivery of reference and information services, by participating in the reference roster, responding to high level correspondence and developing client programs.
• Devise and implement policies, strategies, systems and standards for the provision of information and reference services in the Research Centre’s Reading Room and for offsite clients.
• Promotion of Research Centre collections and services to contribute to the community’s understanding of Australia’s wartime experience.