Superviseur, Services publics (InfoService) in Ottawa

A permanent full-time position with 35 hours per week.

Salary information: $71,940.96 - $84,171.36 per year (2026 pay rate).

Location: Ben Franklin, 101 Centrepointe Drive, Ottawa, ON.

Application deadline: November 4, 2026.

SUMMARY OF FUNCTIONS

The Ottawa Public Library (OPL) provides accessible and innovative library and information services across the city of Ottawa. These services, tailored to the unique needs of diverse communities, are offered through physical facilities, mobile services, and virtual channels. The InfoService team is responsible for delivering customer-focused public library services in a virtual environment.

The Supervisor, Public Services, oversees the daily activities of the assistance centre by directing staff who respond to customer inquiries and provide information, assistance, and support via phone, email, and other digital channels. The incumbent must perform supervisory tasks, monitor daily activities, and lead the assistance centre staff; support training, coaching, and staff development; facilitate one-on-one meetings; manage performance and absenteeism issues; monitor queue lengths and workloads; review reports and statistics from the call centre; resolve customer inquiries requiring intervention from higher authorities; and ensure consistent application of OPL policies and procedures.

The work is carried out within the framework of the library's policies and corporate culture, as embodied in the mission statement, core values, and position statement on intellectual freedom of the OPL, with a particular emphasis on excellence in customer service.

TRAINING AND EXPERIENCE

College diploma completing two (2) years of studies in a library technician and information program, early childhood education, or a related field. At least three years of experience in a library services-related field, in a position with increasing responsibilities and supervisory functions.

KNOWLEDGE

• Diverse forms of literature for adults and children, reading advisory services, reading trends, literacy, documents for learning English as a second language, and library programming development;
• Supervisory techniques and practices;
• Printed reference sources, microfiche, or electronic format and recent advancements in reference services;
• Electronic databases and bibliographic research techniques;
• Principles of collection development and maintenance;
• Methods and techniques for sorting and classifying collection documents according to alphabetical order, Dewey Decimal Classification, or any other prescribed order and in accordance with established procedures;
• Library lending practices and procedures;
• Methods and techniques used to respond to public inquiries and handle complaints;
• Computer applications, intranet, Internet, and keyboard functions (the incumbent must be sufficiently proficient in these areas to demonstrate them to colleagues or users);
• General knowledge of library policies and procedures;
• Knowledge of customer service techniques and protocols;
• Practical knowledge of applicable health and safety legislation;
• General knowledge of the Ottawa Public Library's health and safety policies and procedures.

SKILLS AND ABILITIES

Essential Behaviours

Essential behaviours define the City’s expectations regarding the behaviours that staff members should adopt in performing their duties. They reflect the culture and values of the City and guide all our current and future activities. Each employee is encouraged to learn, embody, and demonstrate these essential behaviours.

Leadership Skills

The City has defined the key competencies that leaders are expected to embody and demonstrate to help the organization achieve its strategic objectives and thus create an organizational culture that supports staff members, enabling them to excel, develop, and reach their full potential. These leadership competencies and related behaviours must be demonstrated by leaders at all levels of the organization.

What You Need to Know

• Language requirements: Designated position upon hiring – precise and immediate level of proficiency: French: oral expression, oral comprehension, reading, and writing. English: oral expression, oral comprehension, reading, and writing.
• Criminal record check: The successful candidate will undergo a vulnerable sector check (level 3) with the police service having jurisdiction to the satisfaction of the Ottawa Public Library. Police checks conducted by a third party will not be accepted.
• Note: Children under 18 must undergo a criminal record check and judicial matters check (level 2) instead of a vulnerable sector check.
• Additional vacancies may arise during the selection process.
• In lieu of the required education, other diplomas combined with relevant experience, skills, and demonstrated performance may be considered.
• Please keep a copy of the competition notice. Once the closing date has passed, it will no longer be available.

We thank all applicants for their interest and efforts in this selection process. However, only those selected for an interview will be contacted. The Ottawa Public Library promotes the principles of diversity and inclusion and respects the principles of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous peoples, Black communities, and other racialized communities, persons with disabilities, women, as well as non-binary individuals, people of all ethnic backgrounds, religions, sexual orientations, classes, identities, and gender expressions. Applicants are encouraged to self-identify as members of one or more groups targeted by employment equity in self-identification matters. The Ottawa Public Library offers applicants, upon request and throughout the hiring process, accommodation measures. If we contact you to participate in the selection process, please let us know if you require accommodation. Accessible formats and communication supports are available upon request. Please contact the Employee Service Centre at 613-580-2424, extension 12211, or send an email to esc-cse@ottawa.ca.