Student Support Coordinator

Position Number 000190 Functional Title Student Support Coordinator Position Type 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. The team also coordinates departmental communication, outreach, visit triage, and appointment scheduling. The team 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

Reporting to the Assistant Director of Student Support, the Student Support Coordinator will 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 Team and the Academic Recovery Team. 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. They should be prepared to provide guidance 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 * Demonstrates experience in delivering high-quality customer service * Excellent verbal and written communication skills

Additional Required Certifications, Licensures, and Certificates

N/A

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 $38,000-$40,000 (commensurate with education and experience) Org #-Department Students First Office - 10918 Job Open Date 04/07/2021 For Best Consideration Date 04/21/2021 Job Close Date Open Until Filled Yes FTE 1.000 Type of Appointment Permanent If time-limited, please specify end date for appointment. Number of Months per Year 12 FLSA Exempt

Key Responsibilities

________________________________________________________________________________________________________________________

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 evening and weekend work required

Percentage Of Time 5% Key Responsibility

SFO Extended Hours

Essential Tasks

* Work an alternative work schedule on Tuesdays; 10:00 am - 7:00 pm during the fall and spring terms * Oversee regular SFO student support front desk responsibilities during departmental extended hours, which provide appointment and drop-in support to students outside the traditional workday

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 * Serve on the Rawkin' Welcome Week committee * Serve as a departmental/ divisional representative on the Staff Advocates for Students committee * Participate in departmental responsibilities and volunteer opportunities related to SOAR - Spartan Orientation, Advising, and Registration * Solicit and create departmental content for the Division e-newsletter, which has editions every 2 weeks

Percentage Of Time 15% Key Responsibility

Marketing and Social Media

Essential Tasks

* Coordinate the SFO social media accounts, including FB, IG, and Twitter * Prepare departmental materials for use during SOAR advising and registration sessions * Serve on the SFO Marketing Team to assist in the creation of departmental marketing and promotional materials

ADA Checklist

Physical Effort Hand Movement-Repetitive Motions - F, Reading - F, Writing - F, Hearing - C, Talking - F, Standing - O, Sitting - F, Walking - F Work Environment Inside - C, Overtime - O

Applicant Documents

Required Documents

* Resume/CV * Cover Letter * List of References

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

* * Please identify your highest level of education/experience. * Bachelor's Degree and 2 years of experience in a higher education setting * Master's Degree is in progress * Master's Degree is complete

* * Describe your work experience in a higher education setting. Please highlight any specific experience you may have in working with students in an advising, retention, or student success-related capacity. (200 word maximum)

(Open Ended Question)

* * Describe your work experience delivering high quality customer service. Please elaborate on the ways you provided customer service (ex. In person, phone, email, online chat, etc.) and any work managed independently, as well as part of a team. (200 word maximum)

(Open Ended Question)

* * Are you eligible to work in the United States without sponsorship? * Yes * No

* * Please indicate how you learned of the vacant position for which you are applying? * UNCGjobsearch Website * Greensboro News and Record * Other newspaper * The Chronicle of Higher Education * Inside Higher Ed * Other Professional Journal/Website * CUPA-HR * UNC System Job Board * Other Job Board * Personal Networking * Social Media * NCWorks.gov

* If you selected "Other", please provide the name of the resource here.

(Open Ended Question)

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