Student Services Coordinator

The Student Services Coordinator supports CCA's tiered student support model by managing backend service operations, maintaining accountability for ticket resolution, and contributing to the continuous improvement of the student experience. The Coordinator is expected to work and make decisions independently when applying established concepts and procedures to triage baseline student inquiries. The role ensures that common questions are addressed through clear self-service resources, while more complex issues are directed to the appropriate department or staff member for appointment-based support. The Coordinator identifies recurring issues and inquiry patterns, exercising discretion to determine the appropriate course of action within established policies and guidelines. This work reduces service bottlenecks, ensures consistency across student service departments, and improves the accuracy and timeliness of student support. As a member of the Student Services team, the Coordinator collaborates closely with the Student Service Specialist and department representatives (front-line student support) and reports to the Senior Director of Campus Life (strategic oversight). The role communicates regularly with staff across departments, helping align processes with institutional policies and deadlines. While the impact of this position is focused on the Student Services team and related administrative offices, its work directly enhances the student experience by ensuring smooth navigation of the business of being a student. Please note that CCA is transitioning and working towards a wind down of operations with the 2027 academic year. MAIN RESPONSIBILITIES: Student Services- 50% Ticketing & Inquiry Management Triages baseline student inquiries, resolving common questions through self-service resources and referring complex issues to appropriate offices. Monitors Teamwork Desk (TWD) queues to ensure timely routing and resolution. Follows up on outstanding tickets and provides responses using pre-determined solutions. Training, Policy & Accountability Trains student services departments, including but not limited to Financial Aid, Student Accounts, Student Records, Advising, International Student Services, Dean of Students, Housing & Residential Education, and Dining & Transportation, on Teamwork Desk, customer services software systems, processes, and response protocols. Ensures consistent application of ticket handling and communication standards. Tracks departmental response times and prepares summary updates for the director. Knowledge Base & Communications Develops and maintains student-facing how-to guides and FAQs in the CCA Portal. Coordinates content reviews with departments each term to ensure accuracy. Translates complex policies into clear, accessible information for students. Transition Support Hub - 45% Supports the coordination of the day-to-day operations of the Transition Support Hub in collaboration with Student Services teams to support students navigating time-sensitive academic decisions during the college's transition and closure. Maintains a consistent in-person presence at the Transition Support Hub, serving as an accessible, front-line resource for students seeking real-time, high-touch guidance. Provides individualized, student-centered support through appointments, helping students understand their academic options, timelines, and decision pathways (teach-out, transfer, or completion at CCA). Identifies emerging student concerns through direct interactions and shares insights with supervisors to support responsive planning and communication. Manages the intake of front line dean of student requests, including but not limited to student accommodation, CCA Cares reports, student conduct, ensuring accurate documentation, secure record-keeping, and timely coordination with relevant departments to support appropriate implementation. Supports staff in delivering consistent, empathetic front-line service within the Transition Support Hub environment. Departmental/Division Coordination - 5% Supports campus-wide initiatives related to retention and communication. Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned. Collaborate, support, and participate in programs, services, and initiatives focusing on anti-racism, social justice, and fostering a campus community that is more diverse, equitable, and inclusive to all. Participate in Campus Life (monthly) and Student Services (weekly) team meetings and training Participate in the ongoing divisional student affairs training and professional development opportunities. Support student learning outcome assessment efforts. Represent Campus Life, and the Division of Student Affairs in Campus Life matters, campus committees, and professional organizations. Perform other duties as assigned. MINIMUM QUALIFICATIONS: Bachelor's degree preferred or equivalent experience. 1-3 years of experience in student affairs and experience in case management of students are required. Knowledge of ADA and/or experience working with student accommodation processes, including maintaining confidential records in alignment with institutional policies and privacy regulations required. Experience using Workday, Teamwork Desk, and Symplicity required. Ability to work with confidential information and apply FERPA policies as required. Strong organizational, problem-solving, and time-management skills. Demonstrated ability to manage systems (ticketing, CRM, or database platforms). Excellent written, oral, and interpersonal communication skills, with the ability to translate complex policies into accessible language. Ability to manage multiple projects and responsibilities while meeting deadlines in an interruption-rich environment. Ability to mediate conflict, problem-solve, and respond appropriately to student concerns. Ability to balance collaborative and independent work. Ability to handle sensitive matters with discretion, diplomacy, patience, and professionalism. Flexibility, resourcefulness, and initiative in a dynamic work environment. Proficiency in Google Suite and strong general computer skills. Knowledge of and sensitivity to the needs of students in the arts, design, and architecture fields, particularly first-time college students. COMPENSATION & BENEFITS: The compensation for this position is $28.71/hour CCA offers a comprehensive benefits package, including the choice of five medical plans, generous holiday, sick & vacation time, a retirement match and tuition remission. CCA covers an average of 91% of the medical plan cost for the employee only and an average of 82% for employees with dependents. More information can be found here: POSITION DETAILS: CCA considers a full-time work week to be 37.5 hours per week. Work Mode: Hybrid Schedule: Mon-Fri 8:30am-4:30pm This position is covered under the staff union collective bargaining agreement and will be required to contribute to union dues/agency fees. Please note that CCA is transitioning and working towards a wind down of operations with the 2027 academic year. Location San Francisco FLSA Non-Exempt Additional Locations Application Instructions Applicants are required to attach a cover letter and resume. Incomplete applications will not be considered. Recommended document file formats are Word or PDF. If there are multiple attachments, we recommend compressing/zipping your files into a zip format file. There is also a place in the application for you to provide a link to large documents. Please submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Application Deadline For staff positions, screening begins immediately and continues until the position is filled. EEO Statement As an educational and cultural institution, California College of the Arts has a responsibility to provide access and opportunities for all people, with special attention to supporting groups historically underrepresented in higher education. We believe that a culturally diverse campus is integral to academic excellence, and our student, faculty, staff, and trustee bodies should reflect the diverse world in which we live, with attention to race, ethnicity, religious creed, national origin, age, sex, sexual orientation, gender identity or expression, and ability. California College of the Arts is an equal opportunity employer and encourages applications from individuals who will contribute to its diversity. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to hr@cca.edu. In alignment with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment. If a background check is required for a position, it will be noted in the job posting. Questions? Please address any questions to hr@cca.edu. Founded in 1907, California College of the Arts (CCA) is an independent art college with 21 undergraduate programs in architecture, design, fine arts, visual studies, and writing. The college also has graduate programs in architecture, comics, curatorial practice, design, design strategy, film, fine arts, visual and critical studies, and writing. Through these programs, the college has created a dynamic and interdisciplinary environment. Diverse cultural perspectives enrich the CCA community and the college believes that continuing to expand the horizons of the students and faculty is essential to achieving its educational objectives. With a growing San Francisco campus, CCA currently enrolls 1,620 full-time students. Other CCA Job Postings 1) CCA employees should apply for jobs from the internal career site rather than the external career site. Login to Workday and type "Find Jobs". Campus jobs are listed there for faculty, staff, students and workstudy students. 2) CCA students can also look on the Handshake Job Board, which lists student jobs posted by external employers.