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Student Support Coordinator

Employer
University of North Carolina at Greensboro
Location
Greensboro, NC

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Institutional & Business Affairs, Clerical & Administrative Support
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Job Details

Position Number:

999617

Functional Title:

Student Support Coordinator

Position Type:

Administration - Staff

Position Eclass:

EP - EHRA 12 mo leave earning

University Information:

UNC Greensboro, located in the Piedmont Triad region of North Carolina, is 1 of only 57 doctoral institutions recognized by the Carnegie Foundation for both higher research activity and community engagement. Founded in 1891 and one of the original three UNC System institutions, UNC Greensboro is one of the most diverse universities in the state with 20,000+ students, and 3,000+ faculty and staff members representing 90+ nationalities. With 17 Division I athletic teams, 85 undergraduate degrees in over 125 areas of study, as well as 74 master’s and 32 doctoral programs, UNC Greensboro is consistently recognized nationally among the top universities for academic excellence and value, with noted strengths in health and wellness, visual and performing arts, nursing, education, and more. For additional information, please visit uncg.edu and follow UNCG on Facebook, Twitter, and Instagram.

Primary Purpose of the Organizational Unit:

The Students First Office (SFO) fosters a learner-centered experience for undergraduate success by serving as one of the first lines of response in helping UNCG students address any number of academic issues they may experience at the University. The office coordinates intervention processes across different academic and administrative units to help students determine the best possible success strategies for addressing academic concerns. In collaboration with other support services across campus, SFO serves as an academic one-stop-shop for assisting students with academic advising, academic recovery, appeals, and graduation planning. Additionally, the office is the centralized center for the advisement of exploratory (undecided) majors and the coordination of all programs for students in academic recovery. Within SFO, the Student Support team serves as the front line of contact for the office, managing its main communication platforms. Staff coordinate departmental communication, student outreach, visit triage, and appointment scheduling. The team also provides support, where needed, for programs and initiatives coordinated across the department’s Academic Advising and Academic Recovery teams. The Student Support Team also manages the office’s social media presence and administrative procedures for academic appeals and course withdrawal.

Position Summary:

The Student Support Coordinator will co-manage the day-to-day responsibilities of the department’s student support front desk, serve as a public face for the office, and is one of the first individuals with whom students interact in the office. The Student Support Coordinator is well-connected to all initiatives and programs coordinated by the Students First Office and collaborates with staff from both the Academic Advising and the Academic Recovery teams. Although the Student Support Coordinator will not have an assigned student caseload, this position will interact daily with students, faculty, and staff across campus to support and connect students to resources and guide students’ academic planning. They should be prepared to provide recommendations to students on academic policies, procedures, and curricula and make referrals to various offices on campus when necessary. More detailed information is listed under “Key Responsibilities” below.

Minimum Qualifications:

● Master’s Degree in human resources, customer experience, higher education administration, college student personnel, or related field from an accredited four-year college or university; OR Bachelor’s degree from an accredited four-year institution and a minimum of 2 years of experience contributing to student success initiatives in a higher education setting.
● Experience working within the field of academic advising or in developing and implementing services/initiatives to support college student transition, success, and retention.
● Demonstrated experience in delivering high quality customer service.
● Excellent verbal and written communication skills.

Preferred Qualifications:

● Experience utilizing various technology platforms to support student success, including Learning Management Systems (ie. Canvas), Early Alert technology (ie. Starfish), and Student Information Systems (ie. Banner).
● Familiarity with other technical applications such as Microsoft Office Suite, Adobe Acrobat, Box, Canva, and Google Applications.
● Professional experience using social media applications (Facebook, Instagram, and Twitter) to promote events and information.
● Experience working with faculty, staff, and students in a fast-paced, professional environment.
● Experience collaborating with faculty, staff, and students from a variety of academic disciplines and administrative units.
● Strong organization skills, ability to handle multiple tasks, establish work priorities, respond to unanticipated student or faculty needs, and work well as part of a team.
● Experience with independent decision-making aimed at conflict de-escalation.
● Working knowledge of higher education legal practices, particularly related to FERPA.

Special Instructions to Applicants:

Applicants are required to upload the following documents with their electronic application:

  • Resume
  • Cover Letter
  • List of References

Applicants are required to upload a list of references of at least three (3) professional references that includes:
  • Name
  • Company Name
  • Type of reference (Professional, Supervisor, Colleague, Academic or Personal). One (1) of those references will need to be a current or previous supervisor.
  • Email Address
  • Contact Phone Number

Applications are not successfully submitted until an online confirmation number has been received at the end of the application process.

Recruitment Range:

Commensurate with education and experience

Org #-Department:

Students First Office - 10918

Job Open Date:

07/27/2021

For Best Consideration Date:

08/09/2021

Open Until Filled:

Yes

FTE:

1.000

Type of Appointment:

Permanent

Number of Months per Year:

12

FLSA:

Exempt

Percentage Of Time:

70%

Key Responsibility:

SFO Student Support Front Desk

Essential Tasks:

● Supervise the day-to-day responsibilities of the department’s student support front desk.
● Advise students on UNCG academic policies and procedures when they contact the office for assistance via email, telephone, webchat, or in-person at the student support front desk.
● Evaluate student academic records and course schedules, and assist students in developing action plans to address concerns.
● Coordinate the course withdrawal administrative override for withdrawal process by assessing student requests for feasibility and re-directing students to other options when appropriate.
● Lead the intake and initial evaluation of all academic appeals, Course Withdrawal Requests, Course Overload Requests, Graduation Plans, and other departmental forms.
● Evaluate student concerns and schedule follow-up appointments or drop-in visits accordingly.
● Monitor and respond to departmental email and web chat inquiries.
● Guide students, faculty, and staff to the appropriate resources for academic referrals, policies, and procedures.
● Other duties as assigned; some periodic evening and weekend work required.

Percentage Of Time:

20%

Key Responsibility:

Office administration and Budget Oversight

Essential Tasks:

● Create a drop-in advisor rotation and triage plan to manage peak advising and appointment seasons (EX: schedule adjustment period, deadline to withdrawal without a GPA penalty, deadline for academic appeal submission).
● Develop and maintain an annual master calendar that tracks key dates, deadlines, and activities of all departmental initiatives.
● Design student support desk quick guide references including appointment scheduling tiers, website chat platform, and Starfish drop-in and appointment intake.
● Facilitate various departmental communications as appropriate, including transfer ARA (advising and registration by appointment), academic reorientation meetings, and registration outreach initiatives.
● Coordinate and maintain departmental protocols for purchasing and expenditures in terms of vendor contracts, office supplies, facility reservations, catering, and professional development.

Percentage Of Time:

10%

Key Responsibility:

Division of Student Success initiatives

Essential Tasks:

● Serve as a liaison to other offices as appropriate with the divisions of Enrollment Management, Student Affairs, and Student Success.
● Participate in departmental responsibilities and volunteer opportunities related to SOAR (Spartan Orientation, Advising, and Registration), NAV1GATE, YYF (Your First Year), and various Undergraduate Admissions events as appropriate.
● Serve on the SFO Marketing Team to assist in the creation of departmental marketing and promotional materials.

Physical Effort:

Hand Movement-Repetitive Motions - F, Finger Dexterity - F, Reading - F, Writing - F, Hearing - C, Talking - C, Standing - O O, Sitting - C, Walking - F

Work Environment:

Inside - F

Organization

UNCG at a Glance

Founded in 1891, The University of North Carolina at Greensboro is the largest and most diverse state university in the Piedmont Triad. Standing apart from other universities, the UNCG community is joined together by a shared value: We define excellence not only by the people we attract, but by the meaningful contributions they make. 

With more than 19,400 students and 2,500 faculty and staff, UNCG is the largest state university in the Piedmont Triad and has an annual economic impact of more than $1 billion. The campus has grown to include 30 residence halls and 30 academic buildings on 210 acres.

UNCG takes pride in being a learner-centered public research university. The College of Arts & Sciences and seven professional schools offer 79 undergraduate majors, 65 master's programs and 30 doctoral programs.

The university holds two classifications from the Carnegie Foundation for the Advancement of Teaching, as a “research university with high research activity” and for “community engagement” in curriculum, outreach and partnerships. More than $35 million in grants and contracts for research and creative activity are awarded to faculty members annually. Among the most prominent of UNCG's research initiatives are the Gateway University Research Park and the Joint School of Nanoscience and Nanoengineering. Both are partnerships with North Carolina Agricultural and Technical State University.

Globalization of the curriculum has expanded opportunities for international education, through new programs such as the UNC Exchange Program and the Lloyd International Honors College. In addition, innovative signature programs such as Building Entrepreneurial Learning for Life (BELL), Communication Across the Curriculum, Undergraduate Research and Freshman Seminars enhance the student experience.

As a cultural leader, UNCG offers concerts, lectures, dance and theater performances, exhibitions at the internationally known Weatherspoon Art Museum and readings by nationally known authors. In athletics, Spartan teams compete in nine women's and nine men's sports in Division I of the National Collegiate Athletic Association. With ethnic minority students making up 26 percent of the student body, UNCG is the most diverse of the UNC system's historically white campuses.

Although much has changed, some things remain the same. The university motto — “Service” — continues to be a guiding principle put into practice through all aspects of university life.

UNCG Schools and College of Arts & Sciences

The University's Academic Affairs Division consists of seven academic schools, the College of Arts & Sciences, the Graduate School and the Lloyd International Honors College. The names below are the ones currently in use. In some cases, the names have changed since the academic units were founded. The schools and their dates of establishment are: Graduate School 1921-22;College of Arts & Sciences 1969, Lloyd International Honors College 2005, Joint School of Nanoscience & Nanoengineering 2007, Joseph M. Bryan School of Business & Economics 1969, School of Education 1921, School of Health and Human Sciences 2011, School of Music, Theatre and Dance 2010, and School of Nursing 1966.

Achievements & Accolades

UNCG is garnering national attention and awards for its challenging academic programs, supportive environment and engaged community. Take a look at some of our latest accomplishments and meaningful contributions on campus, in the community and around the globe. Curious about more accolades, achievements, our student body, faculty and staff excellence and other signs of our success? Find out more at UNCG Now: http://newsandfeatures.uncg.edu/

Challenging Academic Programs

U.S. News & World Report ranked three UNCG online programs among the best in the nation in the 2015 list of Best Online Programs.

UNCG’s slate of online programs has earned a top 10 ranking for affordability from BestColleges.com.

The graduate program in the Department of Human Development and Family Studies has earned a Top 10 ranking by the The HDFS Report.

Supportive Environment

UNCG is a Military Friendly School for the fourth straight year, putting it in the top 15 percent of colleges and universities nationwide that are doing the most to support veterans and ensure their success.

UNCG is ranked among the best colleges for your money nationwide by College Factual, a new site that guides students through the college selection process.

The Education Trust singles out UNCG among the nation’s universities for its success at closing the gap in graduation rates between black and white students.

Engaged Community

For the fifth year in a row, UNCG has earned the “Tree Campus USA” designation for promoting healthy trees and encouraging the spirit of conservation. 

UNCG’s innovative dynamic mailbox system has been honored as one of University Business Magazine’s Models of Efficiency.

For the eighth consecutive year, UNCG is highlighted on Washington Monthly’s list of American universities that contribute most to the public good.

Careers at UNCG

UNCG is committed to the creation of an inclusive, collaborative and responsive university by attracting, retaining and developing a diverse community of talented individuals in support of the university's mission.

Find Us
Website:
Telephone
336-334-5009
Location
723 Kenilworth Street
Greensboro
NC
27402
United States
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