Description

This position provides primary support services (e.g. creating a welcoming environment, scheduling appointments, taking calls, responding to emails, etc.) for students and guests working with advisors, counselors, and disability specialists. In addition, this position provides clerical and project support (e.g. grant reporting) for these professionals and the Dean of Student Support.

Characteristic Duties and Responsibilities (include, but not limited to)

1. Create a welcoming environment by providing excellent customer service and front desk coverage at two or more desk locations. Respond in person, over the phone, and via email to complex and unique inquiries from students and community members.
2. Schedule appointments via phone, in person or via electronic correspondence. Cancel and reschedule appointments. Complete reminder calls and send text messages for appointments.
3. Verify aspects of students’ status and provide information regarding necessary policies and procedures.
4. Proactively identify potential obstacles for student progress. Provide accurate information to students regarding program application steps and deadlines, class scheduling requirements, and campus resources.
5. Determine the need(s) of the presenting individual, identify appropriate next steps, and provide guidance to support their progress.
6. Respond to and manage urgent situations that require de-escalation or a higher level of emergency response. Triage students with mental health needs, being especially sensitive to students who present with safety concerns.
7. Assist students and community members in identifying, accessing and navigating campus and online resources.
8. Use a variety of software programs to acquire, create, or prepare reports, guides and forms for staff.
9. Prepare individual and group advising documents, create and edit check-in forms, compile and record data, test and monitor office Emergency Response Center, and other projects as assigned.
10. Maintain privacy of all confidential material and information.
11. Identify and operationalize opportunities for continuous improvement of departmental policies and procedures.
12. Participate in and contribute to assignments and special projects of a similar nature and level.

Minimum Qualifications

Skills, Knowledge and Abilities

1. Experience in office procedures, practices and technology, including calendaring
2. Ability to communicate effectively with students, general public and staff
3. Ability to work independently and as part of a team
4. Experience with Microsoft Office applications
5. Attention to detail with propensity for accuracy
6. Decision making, problem solving and troubleshooting
7. Ability to deal courteously and tactfully in difficult situations
8. Ability to prioritize student needs, especially during crisis situations
9. Ability to be flexible to support various environments, teams and customer service needs

Minimum Education and Experience required:

1. High School diploma
2. One year of postsecondary education to be able to perform office work

NOTE: An equivalent combination of education and experience from which comparable knowledge and abilities can be acquired will also be consideredSupplemental Information

The Associate (CASA) position supports the Counseling, Advising, and Student Accessibility departments and is available by January 4, 2021.

This position requires the ability to confidently and professionally interact and assist students who are experiencing emotional distress by connecting them with the appropriate resources.

This is a fulltime, 40/hour per week position. The typical schedule will be 8:00 a.m. to 4:30 p.m. (4 days a week), and 9:30 a.m. to 6 p.m. (1 day a week).

All candidates both (internal and external) must attach the following to the completed online application. (Applications that do not have the required attachments will not be considered.)

1.Cover Letter
2.Resume


Final candidates will be invited to interview on December 9, 2020 via Zoom.