International Affairs Office Coordinator

Riverside, CA
Jan 11, 2018
Institution Type
Four-Year Institution
Under the general direction of the Executive Assistant to the Vice Provost of International Affairs, the International Affairs Office Coordinator (incumbent) is primarily responsible for providing administrative support to the division of International Affairs. The International Affairs Office Coordinator will apply paraprofessional judgement in managing a full range of responsibilities in support of the mission, values, and activities of International Affairs.

The Office Coordinator is expected to makes decisions, and promotes teamwork through interpersonal skills and problem resolution. Oversee all aspects of International Affair's front desk operation and serve as back up to the Executive Assistant to the Vice Provost of International Affairs.

Collaborates broadly across the International Affairs unit, as well as campus units, to help connect guests/customers to resources and issues referrals when appropriate.

Works with the Communications Manager to perform event/program outreach to colleagues across the campus and to the university community at large. Will work closely with the Communications Manager to coordinate departmental efforts to ensure consistency and accuracy in the dissemination of information at the front desk and throughout the division. Assists with the development of a strong and vibrant communication hub with existing and past international constituencies through consistent messaging opportunities. Maintains TV monitor, informational events slides and IA marketing items.

Works with the Directors of Education Abroad and International Students and Scholars to manage student and guest workstations and coordinates with designated IT personnel to maintain secure and effective access to internet, email, and shared electronic files; utilizes electronic systems/software (SIS+/Banner/ISSM, and others, as necessary). Assists with projects, including design and delivery of support programs for students and other stakeholders.

Identifies problems/challenges resulting from increased international student enrollments, education abroad programs, delegation visitors and international scholars coming to the office for services/resources. Presents creative, operationally-sound organizational concepts to the leadership team to help determine appropriate action to effectively mitigate escalating problems.

Works with Business Operations to ensure compliance and integrated services. Develops and consistently maintains current knowledge of university, state, and federal rules and regulations across the subject matters of international students and scholars, education abroad and general international affairs. Supports IA goals by assisting with facilities requests, submitting requests for supplies and researching vendor options for planning discussions. Liaise with the Business Office for IA service ticket requests, as needed.

Reviews and/or may respond directly to office emails with a moderate to high level of autonomy by preparing and sending responses or referring to other staff for follow up using extensive knowledge of the unit activities and mission.

Participates in regular staff meetings with area leaders and leadership team to discuss, plan and assess short and long-term events and goals of the department. Uses regular staff meetings to solicit assistance with problem-solving and to inform the team of existing or upcoming challenges to the front office operation. Disseminates front office student staff schedule on a quarterly basis, and as required due to changes.

Provides back up to student employees at the front desk and reception area. Provides triage services by assessing traffic flow (telephone calls) and providing direction and assistance to meet immediate needs.

Maintains an accurate log of walk-ins, phone-ins, and e-mails and provides a quarterly report to the leadership team.

Participates in IA special campus events planning meetings and other campus-wide meetings, as needed.

Reports status of assigned projects to project leads.

Uses professional concepts to apply organization guidelines to oversee a variety of administrative operational issues and selects appropriate methods and techniques to obtain intended results.

Administers defined operational program (front desk service operation), analyzes and resolves problems of moderate scope.

Researches, organizes, tracks, compiles, assesses and reports on special project data (i.e., international alumni group, MOU database, etc.).

As safety coordinator for IA, attends campus-wide meetings to remain informed of resources and expectations.

Oversees front desk operations via front desk student staff by coordinating recruitments and providing recommendations for selection, training, evaluation, and termination. Manage scheduling and supervision of student employees to provide reception services to international scholars, students and other community members in a welcoming and courteous manner and ensures continuous coverage of front desk during university business hours, including personally serving at the front desk when needed.

Responsible for continuously improving services to enhance hospitality, diplomacy, knowledge, expedient service and resources needed to meet the needs of the constituents served. Utilizes and trains front office student staff of basic knowledge of immigration categories, functions and procedures, identifies and distributes appropriate forms for the Department of Homeland Security related letters and documents.

Ensures that IA front office has appropriate quantity of collateral materials for distribution and office equipment/supplies to function as needed. Provides recommendations for purchase of equipment.

Participates in the development and implements divisional procedural/resources manuals and orients student staff to the International Affairs office environment, activities and area roles. Oversees student workstations and utilizes information technology to optimize service delivery. Creates manuals and implements records of accountability and a retention process. Works with unit stakeholders (Directors, Managers, Assistant Directors, Advisors, et al.) to identify and implement strategies that meet customer needs.

Designs and implements an onboarding schedule to meet the entire IA team on a quarterly basis to ensure full front desk coverage during university business hours with a professional, knowledgeable, and responsive student staff who is able to assess and respond to customer needs.

Ensures mandatory and recommended staff trainings are completed to remain in compliance.

Exhibits and models observance of FERPA regulations while securing and effectively accessing the internet, e-mails, and shared electronic systems.

Models exemplary behavior for front desk service: punctuality, hospitality, customer service, front office tidiness and organization, a high level of professionalism and intercultural sensitivity in a fast-paced, multilingual and culturally diverse environment; open and appropriate communication; professional development and training; positive interpersonal relationships with IA staff and colleagues; maintains current knowledge of IA's mission, vision, values and activities.

Uses independent judgment based on knowledge of procedure and guidelines.

Works closely with Supervisor/Executive Assistant to VPIA in a supporting role to serve as back up for calendaring, setting meetings, taking messages, connecting the Vice Provost by telephone, administrative duties, performing research, creating and managing databases for special projects.

Assist International Affairs Leadership Team with special projects and events.

Participates in professional development opportunities aimed at improving customer service techniques, effective communications and other such development opportunities.

Other duties within classification as assigned.Minimum Requirements
Four (4) years related experience.

Administrative experience and analytical skills to prioritize workload while ensuring that multiple simultaneous projects progress to completion and meet deadline expectations.

Strong interpersonal communication skills, including verbal and written, active listening, critical thinking, persuasiveness, advising and counseling skills. Ability to communicate clearly and respectfully with diverse populations including faculty, administrators, students, and parents. Excellent written and interpersonal communications skills in order to interact successfully and collaboratively with internal and external staff and colleagues, as well as culturally-diverse constituents.

Ability to handle restricted and sensitive information in accordance with federal and state laws and University policies. Ability to maintain high levels of confidentiality, attention to detail, and accuracy in all areas of responsibility.

Possess a strong sense of accountability and take ownership and responsibility for projects. Must be able to work independently and follow through on assignments with minimal direction and frequent interruptions.

Must be organized, detail-oriented, responsive and possess excellent follow through skills even when managing multiple interruptions in a dynamic environment.

Strong skills in short-term planning, analysis and problem-solving and customer service.

Ability to interpret, apply and implement complex policies, guidelines and procedures using multiple sources.

Ability to exercise good judgement. Ability to meet all project deadlines and verbally express recommendations based on research findings and/or resources.

Hired applicant must successfully pass a background check through the Department of Justice.

Preferred Qualifications
Bachelor's degree in related field or an equivalent combination of education and experience.

Responsibility for special projects, supporting staff and/or faculty and/or managing a triage role in a fast-paced environment.

Experience working in an internationally diverse, academic department in an institution of higher education.

Advanced knowledge and skills with computer/web-based applications/programs including ePay, eBuy, etc.

Experience with UC and UCR policies and procedures.

Supervisory experience, including scheduling, training and customer service.

Experience in the field of international education.

Experience working with and supervising students.