Posting Details

Application Instructions

Please read carefully before applying:You must provide all information requested on the application form (resumes will not be considered as a substitute for the application). Initial screening by Human Resources for minimum requirements is based on your APPLICATION ONLY (supporting documents will not be reviewed during initial screening). Incomplete applications will not be considered by hiring committees. You will have an opportunity to upload supporting documents for committee consideration during this online application process.

Position Information

Posting Number: 06001504 Position Title: Student Services Specialist Senior Posting Date: 04/11/2019 Closing Date: 04/24/2019 Open Until Filled (notes): Length of Position: 12 months per year Anticipated Start Date:

May 15, 2019

Position Type/Employee Class: Classified FTE: 1.0 FTE Salary Level: Classified Salary Level 14 (Position is under compensation review. Changes to its assigned salary range may occur) Starting Minimum Pay: $16.06 plus exceptional benefits Starting Maximum Pay: $19.59 plus exceptional benefits Hours per Week: 40 hr/wk Work Schedule: 8:00am - 5:00pm Days of the Week: Monday - Friday Job Summary/Purpose:

Serve as the primary enrollment services point person for all current and prospective students, answering detailed questions about COCC programs and classes, admissions, placement testing, advising, registration, financial aid, student accounts and related policies/procedures/deadline, as well as general questions about program/degree requirements both in person and over the phone. Provide payment services for all COCC students. Process application fees and invalid addresses; serve as primary for applications entry at Branch Campus; assist with enrollment services special projects as needed. Attend student enrollment services meetings as needed using technology to connect to these meetings if possible.

Terms of Employment:
• This is a full-time (1.0 FTE, 40hr week) 12-month non-exempt position at grade level 14 in the Classified Appendix schedule.
• Requires flexible work schedule, which may include evenings and/or weekends as well as travel throughout the district when needed.
• Upon hire, must pass criminal, credit check and/or driving history; only information relevant to the position will be considered.
• This position is located on the Prineville Campus

Essential Functions:

1.Customer Service: The front line position serves as the first point of contact for prospective students, community members, continuing education clients and other campus visitors. Recognize and work effectively with a diverse population of students who may be frustrated, angry and/or confused. Teach students how to use all necessary COCC related accounts and navigate COCC’s website and understand all college policies and procedures.
2.Admissions: Answer detailed questions and provide information to prospective students about COCC degrees, programs and services. Process admissions applications, add/drop forms, and Releases of Information, as well as all other relevant admissions forms.
3.Registration: Register students in credit, continuing education, contracted and ABS classes; teach students how to utilize their Bobcat student account for registration.
4.Financial Aid: Serve as the local point of contact for financial aid questions and provide students with the information they need to complete their financial aid requirements. Help students better understand how their financial aid funds may or may not affect their actual balance due.
5.Payments/Cashiering: Provide general cash/check/credit card payment services for credit, non- credit and ABS students, processing tuition/fees, parking fines, library fines, payment plans and other payments on student accounts. Manage large volume of payments with a high degree of accuracy, balancing cash/credit card/check session daily. Process petty cash requests for staff; distribute staff paychecks. Prepare and deliver bank deposits.
6.Transcripts: Maintain up to date knowledge of the procedure to process transcripts requests for those received in person.
7.Student/Staff Support Responsibilities: Provide ongoing student and staff support by creating student and staff ID cards, selling/maintaining bus passes and facilitating the inter-library loan process. Also, be point person for scheduling and/or checking in student for Financial Aid and Advising appointments.
8.Placement Testing: Provide support to Admissions Coordinator by entering critical student data in Banner in a timely manner for all area high schools placement tests.
9.FERPA: Maintain an in-depth understanding of the Family Educational Rights and Privacy Act of 1974, as well as COCC’s student privacy policy, in order to interpret and explain this regulation to staff/faculty, students and parents.
10.Team Work: Work with team members to develop weekly work schedule. Recommend changes to policies/procedures to ensure efficiency, accuracy and good customer service. Serve as an admissions-registration-student accounts-financial aid resource to Campus. Attend bi-monthly Admissions & Records staff meetings and provide updated student services information to other Branch Campus staff.
11.Campus Activities and Bobcat Orientation: Coordinate wth ASCOCC and Director of Retention for implementation of successful campus activities and Bobcat Orientation.
12.Project Support and Other Duties as Assigned: Serve as general reception for Campus offices/departments and for the general public visiting the campus; assist with all other Enrollment Service projects as needed, such as processing administrative withdrawal rosters for classes. Provide administrative support to the faculty teaching at the Campus. Provide routine clerical support to include creating or updating forms and letters, emailing students in the event an instructor has to cancel class, and order/monitor supplies.
13.Collaboratively work with Campus Services, Building Construction Supervisor, contractors, plumbers, etc. on a continual basis ensuring proper maintenance and building issues.
14.Follow up on information technology and facilities help desk tickets that are submitted on behalf of faculty or staff at the Campus.

Knowledge, Skills and Abilities:

Candidates must possess the listed knowledge, skills and abilities and be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. The incumbent is expected to follow College work rules and policies.

1.Ability to interpret College enrollment policies and explain rationale behind policies for faculty and students daily to ensure their understanding of expectations and requirements.
2.Ability to utilize good time management skills, manage multiple tasks (including customers, both in person and on the phone) at one time and to do so while maintaining strong customer service skills and providing accurate, up-to-date information.
3.Since this position is the first point of contact for many students, must be able to provide quality, accurate, consistent customer service and do so on a repetitive, continual basis. Must be able to “predict” prospective and current students’ questions and be proactive in giving information they need to know and in a format they will understand.
4.Ability to maintain an in-depth understanding of a wide-disparate range of College services, as well as a general understanding of what’s happening at the College in order to refer students to the right place the first time.
5.Ability to ensure that students will be able to have 90 percent of their questions answered by front- line staff with only 10 percent of questions being referred to behind-the-scenes specialists.
6.Ability to counsel students to determine options which will have the least adverse affect concerning such things as add/drop of classes, financial aid, transcript or academic warning status, physician documentation of a student illness, late registration, and College policies and procedures.
7.Ability to work in an environment with constant interruptions, not typical “quiet” office setting and that, during certain periods through the year, have a line of 10-20 student students waiting for assistance.
8.Ability to display patience in transactions lasting anywhere from 2-15 minutes per student.
9.Must be able to use computer, folder-stuffer machine, copy machine, fax machine, telephone,credit card machine, adding machine and shredder.
10.Must be able to communicate effectively both orally and in writing,using the English language with or without the use of an interpreter.
11.In-depth knowledge of the Family Educational Rights and Privacy Act (FERPA) of 1974, its standards and application; and the theory behind the Act, for its proper interpretation, implementation and explanation to staff/faculty, students and parents.
12.Ability to use good judgment and discern when an issue, situation, or question should be elevated to the Campus Coordinator for discussion and/or resolution.
13.Ability to work effectively and sensitively with constituents from diverse cultural backgrounds and perspectives.

Physical Demands and Other Ergonomic Requirements:

Working hours are regular, per the established work schedule. Work is performed in an ordinary office, mostly sitting. While performing the duties of this position, the employee is required to function effectively indoors in an office environment engaged in work of primarily a sedentary nature with the ability to sit or stand at workstation for extended periods. The employee is regularly required to sit, use hands and fingers, handle or feel objects, tools or controls, reach with hands and arms and requires near visual acuity to write, read written materials and computer screens, and sufficient hearing and speech ability for ordinary telephonic conversations. Occasional lifting under ten pounds for 15 percent of the time. Computer screen is used more than 75 percent of the time. All individuals are required to be able to perform the essential functions with or without reasonable accommodation.

Equal Opportunity / Non-Discrimination Statement

The goal of Central Oregon Community College is to provide an atmosphere that encourages our faculty, staff and students to realize their full potential. In support of this goal, it is the policy of Central Oregon Community College that there will be no discrimination or harassment on the basis of age, disability, sex, marital status, national origin, ethnicity, color, race, religion, sexual orientation, gender identity, genetic information, citizenship status, veteran status or any other classes protected under Federal and State statues in any education program, activities or employment. Persons having questions about equal opportunity and nondiscrimination should contact the Equal Employment Officer, c/o COCC’s Human Resources office, 541.383.7216.

Minimum Qualifications:

1.High school diploma to provide basic reading, writing and analytical skills.
2.Must have two years of customer service experience in a fast-paced, high volume office environment, including keyboarding and 10-key skills with accuracy.

The College recognizes the value of skills and knowledge gained outside of formal higher education and paid employment. Applicants who do not meet minimum qualifications but present other qualifications or experience equivalent to those required will be considered and are encouraged to apply. To qualify under equivalency, applicants must indicate how they qualify under equivalency by responding to the supplemental question presented during the application process.

Special Qualifications:

1.Associate degree preferred as an understanding of the complexity of the college admission, registration and financial aid processes.
2.Candidates with Bilingual skills and multi-cultural abilities encouraged to apply.
3.Knowledge of, and experience with, BANNER operating system preferred.
4.Previous experience with large volumes of cash, check, and credit cards preferred.

Other Requirements:
Position requires at least 2 full weeks of employment to be spent training on the Bend or another Branch Campus. Additionally, attendance at bi-weekly staff meetings on the Bend campus as requested. Summer work may be required on the Bend Campus a minimum of 2 days per week.

Special Instructions to Applicants:

Finalists selected to interview may be required to complete position testing in Microsoft Word, Excel, Outlook and Office Grammar and Spelling.

Note that you will be required to upload/create the required documents indicated in this posting at the time you apply. Unofficial transcripts are acceptable at application. It is the responsibility of the applicant to upload all required documents, including transcript(s). If you have questions please contact Human Resources at 541-383-7216.

Is a Criminal History Check required? Yes Is a Credit History Check Required? Yes Open Until Filled No Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * What is your highest level of education?
   • No High School Diploma or GED
   • High School Diploma or GED
   • Professional Certification or License (not a degree)
   • Associates Degree
   • Bachelors Degree in Progress
   • Bachelors Degree
   • Masters Degree In Progress
   • Masters Degree
   • Ph.D. in Progress
   • Ph.D.
   • J.D.
   • M.D.
   • Other Doctorate Level Degree
2. * Please indicate how you satisfy the requirement of: two years customer service experience in a fast-paced, high volume office environment; including keyboarding and 10-key skills with accuracy.

   (Open Ended Question)

3. * Do you have working knowledge of Banner (Ellucian) software?
   • Yes
   • No
4. * This Position is located on the Prineville Campus and may require travel to other campuses, including Bend, Redmond, and Madras. Are you able to travel to the Branch Campuses?
   • Yes
   • No
5. * While this is only a preference for this position, please define any previous work experience you had with large volumes of cash, check and credit cards.

   (Open Ended Question)

6. The College recognizes the value of skills and knowledge gained outside of formal higher education and paid employment. Applicants who do not meet minimum qualifications, but present other qualifications or experience equivalent to those required will be considered and are encouraged to apply. There may be other requirements where an equivalency is acceptable. Please be aware that applicants who do not meet the minimum requirements and do not provide an equivalency statement will not be selected for an interview.Your statement should make clear the requirement you are addressing. Example: The position requires a Master’s degree. You have a Bachelor’s degree and work experience when combined you feel is equivalent to the degree requirement. Please make clear why you feel it is equivalent.

   (Open Ended Question)

7. * Are you a U.S. military veteran? (COCC provides qualifying veterans and disabled veterans with preference in employment. To receive veterans preference in this recruitment process, you must upload your DD214 or DD215 form as supporting documentation. You will have the opportunity to upload the document in the next step of this application process.)
   • Yes, I am a veteran
   • No, I am not a veteran
8. If you have identified yourself as a qualified veteran or disabled veteran by submitting your DD214 or DD215 form as proof of veteran status, please describe any transferable skills earned during your military service that you feel relate to the requirements/preferences of this position.

   (Open Ended Question)

9. * Background checks are required for all employees of COCC. Should an offer of employment be made to you and accepted by you, you will receive an email from COCC / HireRight Screening requesting your consent and basic information to complete the check. The offer of employment will be conditional upon satisfactory completion of the criminal background check. Confirmed findings on a criminal background check will not automatically disqualify you from being hired into a position. Results are evaluated on a case-by-case basis, considering the job responsibilities and other risk factors. Additional information regarding COCC’s criminal history check policy can be found online in the General Procedures Manual, Section HR-2-1. Please indicate here if you will provide consent to the criminal history check when requested by the College:
   • Yes, I will provide my consent when requested
   • No, I will not provide my consent when requested

Applicant Documents Required Documents

1. Resume/Vitae
2. Cover Letter

Optional Documents

1. Letter of Recommendation 1
2. Letter of Recommendation 2
3. Letter of Recommendation 3
4. College Transcript 1 (unofficial)
5. US Military DD 214
6. Other Document 1
7. Other Document 2
8. Other Document 3
9. License or Certification