10001993 Coordinator, Student Resolution and Judicial Affairs
Coordinator, Student Resolution and Judicial Affairs
Office of the Registrar
Exempt, Contingent II, Full-Time, Pay Grade 1.2
University of Maryland University College (UMUC) seeks a Coordinator of Student Resolution and Judicial Affairs in the Office of the Registrar. The Coordinator will provide support and guidance in the area of conflict management and appeal resolution for the UMUC student population. At the direction of the SRJA Leadership team, the Coordinator will receive, note, decide and process Requests for Exceptions in the People Soft system. The Coordinator will also help identify areas of improvement for policy, procedure and business process and make recommendations to the Director and Assistant Director on issues affecting students in an effort to effectively manage complaints and to positively resolve conflict. The Coordinator will assist in the maintenance and reporting of metrics related to processing of Requests for Exceptions. They will also exercise independent judgment and initiative in performing the above tasks, oversee, in collaboration with legal affairs, the production of records for subpoena or other valid law enforcement warrants, and assist with other Office of the Registrar responsibilities on an as needed basis.
Specific Responsibilities Include:
1. (60%) Receive, track, and document requests for exceptions to UMUC’s Withdrawal and Refund Policies. Summarize all of the information collected succinctly, identifying salient points of the request and assuring the evidence collected (internal and external) addresses the timeframe period of the class which is being appealed. The Coordinator will reach out to both internal and external parties to collect information to help adjudicate the petition and will meet timelines that ensure petitions filed under this policy are processed in a timely manner. Communicate with students about requests for exception via Salesforce/CRM and telephone;
2. (10%) Approve or deny standard requests that meet identified parameters utilizing sound judgment and office guidelines to analyze each unique case. The coordinator will make objective decisions against subjective input in a fair and equitable manner. Communicate decisions and other request-related information via PeopleSoft and SalesForce/CRM;
3. (5%) Under the direction of the SRJA Leadership team, the Coordinator will assist with investigation of student complaints escalated to the Office of the Registrar, the Office of the Provost and other university departments;
4. (5%) Create, coordinate, and organize a variety of reports to support Registrar data needs to include data mining for information on students and analysis of same;
5. (5%) Assist with the identification of student policies, processes and procedures that are relevant for the request for exception process and provide input and ideas for how to create a better student experience within the resolution process. Make recommendations for adjustments to policies that would serve to enhance the ability of SRJA to solve student complaints related to Withdrawal and Refund Policies as well as other policies that are determined to have relevance for the two above areas;
6. (5%) Coordinate production of educational records for subpoena, warrants, and student FERPA requests. Assist with creating FERPA training and scheduling;
7. (5%) Support Code of Student Conduct proceedings;
8. (5%) Other related duties as assigned including special projects on an ad hoc basis.
Total = 100%
Required Education and Experience:
A Bachelor's Degree in a related field and at last two years of experience in the review/adjudication of complaints or comparable student services work. The ability to work with confidential and sensitive information, high level proficiency in Microsoft office Suite (particularly PowerPoint, Word, Visio, and Excel), and outstanding verbal/written communication skills, including the ability to write professional correspondence and handle incoming phone calls with tact and diplomacy.
Preferred Education and Experience:
A Master's Degree or higher in a related field, three years of experience in conflict resolution and policy interpretation in a higher education setting, and experience working in Peoplesoft.
POSITION AVAILABLE AND WILL REMAIN OPEN UNTIL FILLED. SALARY COMMENSURATE WITH EXPERIENCE.