Description
Valley Water is searching for top-tier candidates to fill this exciting opportunity. Internal candidates will get first consideration.
Overview:
The Records and Library Manager oversees the organization, preservation, accessibility, and governance of Valley Water’s records and reference library collections, with a strong emphasis on responsive, high-quality customer service. This position serves as a key service partner to internal departments, legal counsel, external agencies, and the public by ensuring timely, accurate, and professional access to information.
This role balances regulatory compliance and information governance with a service-oriented approach that prioritizes clear communication, transparency, and collaboration. The Records and Library Manager plays a critical role in supporting Valley Water operations, legal needs, and public trust through effective records stewardship and customer-focused service delivery.
The selected candidate will manage the Reference Library containing critical documents, designs, drawings, and historical records relied upon for legal, design, operational, and informational purposes. The role also oversees more than 11,000 boxes of archived materials stored off-site and assumes leadership of customer service functions pertaining to the assigned unit.
Our Commitment:
We are committed to building and sustaining a working environment where all individuals are respected and valued. We believe every member of our team brings unique perspectives that enhance our ability to serve the public effectively. By fostering a workplace with employees from the communities we serve, we broaden our collective understanding of the world around us and strengthen our mission to equitably provide safe, clean water, natural flood protections, and environmental stewardship.
About Valley Water:
Valley Water is a public agency with an operating and capital budget of $964 million, and over 900 employees. With headquarters in San José, Valley Water provides water supply, enhances streams and watersheds through creek restoration and habitat protection, provides flood protection for homes, schools, businesses and roadways, and partners with other agencies to provide trails and open space for the community.
Key Responsibilities include, but are not limited to:
Customer Service & Stakeholder Support
- Serve as a primary point of contact for internal staff, legal counsel, external agencies, and the public seeking records and information.
- Deliver timely, accurate, and courteous responses to Public Records Act requests and internal information requests.
- Establish service standards, workflows, and performance metrics to ensure a consistent, customer-focused experience.
- Provide guidance and education to departments and requestors regarding records availability, processes, timelines, and legal requirements.
Helpdesk Oversight & management
- Assume leadership of the enterprise helpdesk function supporting Records, Library, and all IT-related service requests and incidents.
- Direct daily helpdesk operations, including call intake, ticket lifecycle management, escalation protocols, and resolution workflows.
- Establish and manage structured triage processes to ensure accurate prioritization, categorization, and routing of incidents and service requests based on business impact and urgency.
- Oversee call queue management to optimize workload distribution, minimize backlog, and maintain service level targets.
- Define, monitor, and report on helpdesk Key Performance Indicators (KPIs), including but not limited to:
- Average speed to answer
- Call response times
- Abandonment rates
- First-call resolution rate
- Ticket aging and backlog metrics
- SLA compliance
- Customer satisfaction scores
- Implement call avoidance and demand management strategies, including knowledge base development, self-service enablement, training, and proactive communications to reduce recurring incidents.
- Ensure accurate documentation, ticket auditing, and reporting to support compliance, records retention, and information governance requirements.
- Continuously evaluate service performance trends and implement process improvements to enhance responsiveness, operational efficiency, and user experience.
- Maintain a customer-centric service culture focused on professionalism, responsiveness, and measurable service quality outcomes.
- Coordinate with IT operations, records management, and library services teams to ensure cross-functional issue resolution and alignment with organizational objectives.
Information Governance & Risk Management
- Monitor and evaluate the effectiveness of records and library programs, policies, and practices; identify gaps and recommend improvements.
- Ensure confidentiality, security, and proper disposition of sensitive and confidential records.
- Analyze risk and develop, implement, and test disaster recovery and business continuity plans for paper, electronic, and film-based records.
Automation & Digital Transformation
- Lead the automation of records and information workflows, including digital file labeling, access controls, and metadata standards.
- Oversee automated retention and disposition processes to identify duplicates, enforce retention schedules, and destroy records appropriately.
- Manage the implementation of automated PRA tools, including AI-assisted request development, historical search capabilities, notifications, and reminders, with the goal of reducing PRA volume and staff workload.
- Coordinate the development, migration, and enhancement of centralized records management and digital asset management systems, including system specifications, data standardization, quality assurance, and user training.
Reference Library & Records Management
- Oversee the maintenance, organization, security, and accessibility of on-site and off-site records, documents, drawings, photographs, and reference materials.
- Determine and implement appropriate physical and electronic systems for storing, preserving, and retrieving records and library materials.
- Maintain and update records retention schedules and ensure compliance with board-approved timelines and regulatory requirements.
- Restore, preserve, and digitize historic documents and original media.
Public Records & Legal Compliance
- Manage the intake, review, processing, and fulfillment of Public Records Act (PRA) requests and internal information requests.
- Oversee responses to subpoenas, litigation discovery, grand jury investigations, and other legal demands for records, in coordination with Valley Water Counsel.
- Develop and maintain policies, procedures, and fee schedules in accordance with the California Public Records Act.
- Review records responses for quality control, accuracy, and lawful disclosure or exemption.
- Provide sworn testimony during deposition proceedings related to records management, as required.
Leadership & Administration
- Plan, organize, and oversee records and library services programs, projects, budgets, and contracts.
- Supervise staff and support professional development and effective workload management.
- Prepare and present staff reports, recommendations, and program updates to leadership.
Ideal Candidate's Background Includes:
Applicants whose experience and background best match the ideal experience, knowledge, skills, abilities, and education are considered ideal candidates for the position. To determine the top candidates, each applicant will be assessed based on the ideal candidate criteria as listed below.
Ideal Experience:
- Five (5) years of progressively responsible records management, helpdesk management, library services, or related experience.
- At least two (2) years of direct supervisory or program management experience.
- Experience managing large-scale records collections, including off-site archival storage and onsite digital information
- Experience managing help desk or call center functions and call center automation
- Demonstrated experience administering Public Records Act requests and legal records production.
- Experience leading technology implementations, system migrations, or automation initiatives related to records or information management.
Ideal Skills and Abilities:
- Strong customer service orientation with the ability to balance service excellence, legal compliance, and operational efficiency.
- Ability to communicate complex records, legal, and technical concepts clearly and professionally to diverse audiences.
- Ability to independently administer complex records and library programs while collaborating across departments.
- Strong analytical, organizational, and project management skills.
- Ability to evaluate operations, identify improvements, and implement effective, customer-focused solutions.
- Skill in prioritizing and managing multiple projects and deadlines in a service-driven environment.
- Ability to clearly describe records systems, locations, and information environments to internal and external requestors.
- Strong written and verbal communication skills, including preparation of staff reports and formal recommendations.
Ideal Knowledge:
- Records management, information governance, and library science principles, including Generally Accepted Recordkeeping Principles.
- Confidentiality, security, retention, disposition, and destruction of public records.
- Search and retrieval techniques for complex, multi-modal information systems.
- Federal and state laws and regulations related to public records, including the California Public Records Act.
- Digital asset management, metadata standards, taxonomy, and cataloging practices.
- Budget development, contract administration, and sound financial management practices.
- Records and library-related software and systems, including records management systems, library catalogs, document imaging tools, and common productivity software.
Ideal Training and Education:
- Equivalent to graduation from an accredited four-year college or university with major coursework in records management, library sciences, information management, business or public administration, or a related field.
- A Certified Records Manager (CRM) designation from the Association of Records Managers and Administrators (ARMA) is desirable.
Required License or Certificate:
To review the Job Description, please click here
Records & Library Services Unit (Position Code 423)
Valley Water Telework Program: Eligibility for telework will depend on the type of work performed, operational needs, and the ability for the employee to perform the essential functions of their job duties while teleworking. Employment with Valley Water requires employees to live within 150 miles of their primary physical work location located in San Jose, California by their start date.
This position is eligible for a hybrid telework schedule, typically working 40% remote and 60% onsite, after completion of the probationary period (one year).
