Caris O'Malley

Experience

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  Apache Junction Public Library

  Apr 2000 - Feb 2011

  - Circulation specialist.- Materials repair.- Prepared and wrote grant proposals, obtaining funding to the value of $466,000. Performed circulation duties, including working the service desk, shelving materials, answering phones, and providing customer service;Promoted to Library Clerk II.

  • Library Clerk II

    Nov 2002 - Feb 2011

  • Library Page

    Apr 2000 - Nov 2002
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  Maricopa County Library District

  Feb 2011 - Aug 2015

  - Communicate customer experience quality standards and expectations to staff.- Assist with customer feedback analysis.- Provide coaching and support for customer service quality improvement.- Develop and implement customer services and satisfaction approach focused on creating greater customer value and experience (both physical and virtual).- Coordinate county-wide outreach services and partnerships.- Research, identify, develop and respond to funding opportunities.- Advise and assist in efforts to use emerging technologies and social media.- Coordinate county-wide Summer Reading Program.- Member of the Library District's Management Team.- Project manager and strategist for "The Great Reading Adventure." Show less - Manage annual summer reading program (90,000+ participants)- Project manager for development of "The Great Reading Adventure," a custom, open source, web-based software for managing summer reading programs.- Planned and implemented the NACo Award-winning "Notes from the Underground" teen concert series.- Planned and implemented the NACo Award-winning "Global Postcard Exchange" project.- Creator of "Social Learning Labs" project, where mobile technology labs are deployed to branches so that teens can get hands-on, interest-driven experience with professional grade equipment.- Partnered with Phoenix Public Library on the [un]BOOK FEST, a young adult book festival focusing on creating unique experiences for teens.- Promoted to Customer Experience Administrator.- Prepared and wrote grant proposals, obtaining funding to the value of $250,000. Show less

  • Customer Experience Administrator

    May 2014 - Aug 2015

  • Teen Services Manager

    Feb 2011 - May 2014
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  Spokane Public Library

  Sept 2015 - now

  Deputy Director

  At Spokane Public Library, I have the privilege of working with an innovative group of professionals all focused on building a community of learning. We have:- Received a 2019 John Cotton Dana Library Public Relations Award for our bond outreach.- Received the support of the community in the form of a $77M capital bond- Received a 2018 Top Innovator Award from the Urban Libraries Council (in recognition of Lilac City Live)- Educated 108,246 citizens (50% of the population) on the library's capital bond measure- Provided the library community with a 2018 Library Journal Mover & Shaker.- Achieved and maintained a Net Promoter Score of 90.- Reached a self-checkout rate of 95%.- Completed an organizational rebranding.- Received the Spokane community's overwhelming support (70.8%) for our 2017 operations levy.- Implemented Single Point of Service.- Increased the number of households in the city with an active library card by 11% (and our customer base by 34%) in a six month period. - Increased the number of households that used the library in the last six months by 10% (reaching 45% of the households in the city) over a six month period (and increased new cards by another 20,000).- Created the award-winning Lilac City Live talk show.- Designed and built the LevelUp Coworking Space and Community Lens performance space using internal resources and limited budgets. - Transitioned to online summer reading program (utilizing Great Reading Adventure open source software) and became regional provider to several libraries in Eastern Washington.- Created internal leadership development training program to ensure the success of new managers.- Created community art spaces in all six library branches.- Implemented centralized call center and automated phone line.Current goal: Reach 1 million circulations by October 20, 2019 (10% increase). Show less