Director of Student Services

Job description


Under the general direction, the Director of Student Services is responsible for creating a positive and engaging student experience from admission through graduation and beyond. The director will be responsible for developing and facilitating student experience and leadership opportunities, providing direction for a comprehensive student activities program, and advising all student programs including scheduling events and facilities, and advising student organizations. The director provides leadership and collaborates with other departments in the design, implementation, and assessment of small and large-scale programming experiences that spark vitality in student life, and that address and meet the developmental and social needs of the school’s diverse student body. The director provides a link between the students and the university.  The director understands the value of student experience and the motivations of students who participate in various activities while at school.

The director will serve as the primary point of contact for individual graduate student matters either initiated by or about individual graduate students. This position will handle inquiries and issues related to policy, conduct and integrity that range from straightforward inquiries to sensitive, confidential and/or complex matters.  This position will interact with Student Affairs at Case Western Reserve University and a wide range of internal stakeholders. 



  1. Direct and manage the student experience initiatives; establish strategic goals, objectives and implementation plan. Serve as primary point of contact with students to initiate, plan, develop, and facilitate programs, events and activities (including, but not limited to Orientation and Casino Night) to enhance the quality of student life and overall experience for all students. Manage and forecast budget for student agencies. (35%)
  2. On matters initiated by a student, meet with and interact with the student to understand the request or issue, gather facts and use personal, independent judgment to respond to questions.  On straightforward inquiries and requests, provide information, answer questions and conduct appropriate follow-up.  On more complex and sensitive issues, gather information to understand the concern, conduct interviews, investigate facts and formulate a course of action. On matters initiated about a student, meet with the individual reporting the matter to understand the concern, gather facts and conduct an assessment. Investigate facts, interview the student, interview other parties and formulate a course of action. Provide counseling and advice to students regarding academic, professional, and personal matters and, where appropriate, consult with faculty to address concerns over student absences, failure to submit work, or other problems.  Assist the Deans of Student Affairs and Academic Affairs by providing course scheduling advice to students.  Work with University Counseling Services to ensure students in need of mental health care receive necessary services.  Assist with student disability accommodations.  (15%) 
  3. Collaborate with various stakeholders in securing sponsorship for various events involving the student associations and clubs. Develop and implement cooperative efforts with admissions and the career office including orientation website, recruitment events, and on-site visits. Provide advice to students regarding student activities and programs within the university’s regulations. Ensure adherence to proper protocol and etiquette at all events. Oversee the school’s student organizations; communicate the administration’s guidelines and ensure compliance with these guidelines; act as an advisor to student organizations and assist the organizations in achieving their goals and interests; maintain records of all student organizations to preserve a historical record of student life at the school; develop and update the Student Organizations Handbook; edit and update student organization information on school website; provide advice and support for major events and conferences hosted by students organizations; manage student organization-based mentoring and networking programs; and, review and approve alcohol use requests and requests for travel funding (15%)
  4. Oversee preparation and publishing of the student calendar. Track student participation and analyze effectiveness of student life events and activities.  Provide recommendations to enhance the student experience. Provide leadership, oversight, and administration of innovative student-centered activities, for events, operations and functions of student activities area. Advise and support student groups in tracking their financial status, suggest ways to improve, and help create, maintain a budget and forecasting. (10%)
  5. Review, interpret and apply CWRU policies and practices related to individual student matters.  Exercise judgment regarding policy exceptions and/or violations.  Channel concerns to appropriate parties and follow-up.  Communicate with students regarding actions taken in follow-up to complaints to address and resolve issues.  Coordinate with CWRU Student Affairs and other internal stakeholders as appropriate.  Collaborate with the student experience team and other stakeholders (students, faulty, etc.) regarding communications in the General Bulletin.  (10%)
  6. Anticipate potential serious issues (financial, legal, safety/security, reputational, etc.) and associated long term implications that could impact the school, students and CWRU.  Communicate and coordinate with appropriate parties to prevent and manage issues.  Interact with CWRU Student Affairs, General Counsel, Human Resources, etc.  (5%)
  7. Benchmark student life activities with other peer schools. Analyze and suggest new activities and programs and/or modifications to current activities. (5%)
  8. Partner with leadership to develop materials for academic integrity presentations and assist in the record-keeping and reporting of academic integrity hearings. (5%)



Perform other duties as assigned.



Department:  Continuous contact with faculty and staff to support student activities.

University:  Regular contact with CWRU student services, admissions, information technology, security and facilities personnel among others to support student activities.

External:  Regular contact with prospective students, alumni, friends of school and outside vendors to support student activities.

Students: Continuous contact with students and occasional contact with students from other schools within the university to support student activities.



Supervise the Student Experience Coordinator and Student Services Specialist.



Experience: 5 or more years of experience with event planning and programming, student activities, community involvement activities or related field required. Health science student education highly desirable. Experience in social work, counseling and psychology is preferred.

Education/Licensing: Bachelor’s degree required; Master’s degree preferred.



  1. Strong communication, organizational and interpersonal skills.
  2. Ability to effectively work and communicate cross-departmentally.
  3. Strong event planning experience.
  4. Strong computer skills.
  5. Customer service/counseling experience strongly desired.
  6. Possess a commitment to diversity and a team approach to student development.
  7. Working knowledge of audio/visual/technology related equipment helpful.



    General office working environment.  Occasional evening and weekend work required.  May be required to travel.

Case Western Reserve University provides reasonable accommodations to applicants with disabilities.  Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Inclusion, Diversity and Equal Opportunity at 216-368-8877 to request a reasonable accommodation.  Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity.  Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.





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Job No:
Posted: 5/11/2018
Application Due: 6/11/2018
Work Type: