Jenny Engstrom Email & Phone Number

Kirkland, Wa, Us

Kirkland, Washington, United States

Kirkland, Washington, United States

Issaquah, Wa

Lead team that manages and supports 1,000+ staff and volunteers across 50 library locations, delivering service to over 10 million library visitors annually. Administer annual budget of $57 million, serve on KCLS Leadership Team and Joint Labor-Management Collaborative, and lead cross-functional teams to develop and manage strategic initiatives and large-scale projects. • Led the development and implementation of the KCLS Pandemic Recovery Plan, safely and successfully implementing new/modified services and reopening libraries amid public health restrictions during COVID-19• Planned and led a multi-team project in collaboration with two unions to implement major restructuring of libraries, reducing 12 regions/management teams to 9• Played multiple roles in development and implementation of KCLS strategic plan and refreshed mission, vision and values• Facilitated community discovery efforts through focus group facilitation; Annually prioritize, plan and execute strategic initiatives and align team goal-setting to strategy• Supported Interim Director and led organization through significant leadership transition

Co-facilitated 3-day library leadership institutes at various organizations, supported content development and management for training institutes.• Library Management Skills Institute I: The Manager• Library Management Skills Institute II: The Organization

Elmsford Ny

Supported Library Director, Library Board of Trustees, and 3 public service teams (adult, youth, and technical services) in providing service to 250K library visitors annually. Partnered with Town of Greenburgh and Westchester Library System to manage facilities and technology.• Led collaboration with Board, staff, volunteers and community members to develop strategic plan and revise mission statement and core values; aligned team goal-setting to strategy• Improved communication, shared accountability, and morale by implementing a collaborative and inclusive approach to change management and a new structure for team meetings

Directed 8 teams providing direct public service and digital content management, in addition to supporting staff across 92 library locations. Administered annual budget of $4 million. • Introduced “community conversation” methodology to develop organizational Communities of Practice to create shared ownership and accountability among diverse stakeholders tackling various cross-functional challenges • Implemented strategic, cost-neutral staffing changes to better support organizational priorities, including additional manager support for the Ask NYPL call center and creation of new Deputy Director for Digital Production and Associate Director for Information Policy roles• Selected as a core team member to implement NYPL's first Employee Engagement Survey; Influenced Senior Management Group to take a more transparent approach to sharing the results and soliciting broad staff input to address areas for improvement

New York, Ny

• Integrated patron account team into high-volume customer call center and implemented new staff hotline/internal communications to provide seamless and responsive customer service support to over 110K internal/external customers each year by phone, email, chat, and text message• Administered New York City Connected Communities (BTOP) public technology/outreach grant in partnership with the City’s Information Technology department• Managed strategic partnership with NYU and Columbia libraries to launch/oversee Manhattan Research Library Initiative program, expanding access for users of all three institutions

New York, Ny

• Updated and re-designed public technology training curriculum to include emerging technologies; Launched peer mentor program to improve training/retention of instructors• Collaboratively designed, planned and produced Service Excellence: Positioning Library Staff for the Future Symposium, served as NYPL Event Coordinator • Facilitated restructuring by working with stakeholders to decentralize Books by Mail program, managed project and communication with program and branch staff and impacted customers

• Co-designed second floor to create space for teens/teen collection, managed project and recruited volunteers to implement changes with no significant cost to the library