Support Coordinator

Department: Student Care Special Instructions to Applicants: When applying you will be required to attach the following electronic documents: Resume Cover Letter For additional information please contact: Jodi Robin at [email protected] We are an Equal Opportunity Employer, including disability, protected veteran, and other protected status. This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per OSU Standard 576-055-0000 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. OSU will conduct a review of the National Sex Offender Public website prior to hire. Note: All job offers are contingent upon Human Resources final approval. Job Description: This recruitment will be used to fill two part-time (a maximum of 24 hours per week; anticipated 8-13 hours per week) Support Coordinator positions for the Dean of Students at Oregon State University (OSU).  The Office of the Dean of Students provides a wide range of support and services to students, faculty and staff, and parents via telephone, email, and face-to-face interactions. The duties for a Support Coordinator may vary depending on the shift. The primary responsibilities of the Support Coordinator are to serve as the initial point of contact and coordination for referral for inquiries related to the Office of the Dean of Students and to assist in student emergencies. The primary objectives of ODOS are to holistically help students in transition, build community campus-wide, and empower students on their path toward becoming citizens of the world. Position Duties: Customer service  Student support  Case coordination  Administrative operations  Resource navigation  Team collaboration 25% Customer Service: Maintains positive customer service relationships through the Office of the Dean of Students. Greets visitors and directs them to appropriate office or to waiting spaces and announces their arrival to ODOS staff. Maintains calm demeanor when interacting with visitors to the suite who may be emotional or upset. Acts as a resource guide and referral agent for campus services and programs. Answers telephone questions and forwards phone calls to the appropriate person or office. Responds to email messages in a timely manner through the ODOS Support Coordinator email account. Provides information and materials in reference to city and campus resources and sights (maps, bus schedules, etc.). 30% Operational: Assists walk-in visitors, answers phone calls and emails regarding general Oregon State University questions. Explains University policies and procedures to students. Refers students to the appropriate ODOS staff person once the limits of knowledge are reached. Responsible for ODOS suite opening and closing procedures, if working an opening or closing shift. Reports solicitors and other unauthorized persons within the facility to ODOS professional staff. Collects and sorts the campus mail that is delivered daily. Assists the Office of the Dean of Students staff with a variety of related tasks. Responsible for managing office copy room and supplies, as directed by the Office of the Dean of Students staff. Responsible for the overall professional appearance of the Office of the Dean of Students spaces, ensuring that the reception space, conference room, bulletin boards, and all other shared spaces are maintained appropriately. Performs larger or long-term project related tasks as directed by the Office of the Dean of Students staff. Provides staff support to the Office of the Dean of Students staff by assisting in the development of policies and procedures related to the office operations. 35% Case Coordination and Triage: Resolves or refers concerns and complaints brought to attention by students, faculty/staff, and parents, creating case management assignment to Student Care case managers as needed. Assesses urgency of reports through case assignment and scheduling initial consultations and appointments with reporting parties and/or students. Manages Student Care Case Manager(s) calendars through Outlook and scheduling software. Creates and documents sensitive referral and case coordination in University’s case management database, Maxient. Assists/reports persons regarding harassment, bullying, and discriminatory issues. Reports emergencies and accidents to appropriate departments. Assists all Law Enforcement Agencies when necessary and within OSU policy and procedure. Maintains the confidentiality of records as stipulated in FERPA (Family Educational Rights and Privacy Act) utilizing confidential software. Maintains the confidentiality of all visitors, student, staff, faculty, and parent information. Upholds all Oregon Public Official ethics rules and guidelines and asks for clarification if needed before divulging any information outside of the Office of the Dean of Students. 15% Staff Relations and Staff Development: Participates in staff meetings and trainings as scheduled. Communicates with supervisor when issues and needs raised by students and parents arise that cannot be resolved immediately. Attends training programs conducted throughout the academic year. Develops positive working relationships with the Office of the Dean of Students staff and co-workers. Treats all staff members, other department staff, and customers with courtesy, respect and consideration. Functions as a team player in the office environment. 1. Customer service 2. Student support 3. Case coordination 4. Administrative operations 5. Resource navigation 6. Team collaboration Qualifications: Full Employment Eligibility Requirements can be found here:   https://hr.oregonstate.edu/student-employment-man