Job Description
Company Overview:
InterCoast Colleges provides occupational degrees and certificate programs to prepare students to meet employer expectations for training related employment. InterCoast's passion is its student centered, culturally diverse, inclusive learning environment that promotes respect, opportunity, and community for students, faculty, and staff.
Summary of Position:
The goal of InterCoast Colleges is to create a supportive environment that allows students to stay connected through effective means of communication with faculty, staff and student support services. This builds collective strength that keeps students engaged from initial onboarding to graduation. This position provides non-academic and, as needed, academic support services and acts as a liaison between students, academic staff, campus leadership and faculty; ensuring effective and consistent communication is maintained while following all InterCoast company policies and procedures at all times. This support compliments the student experience at InterCoast Colleges from new student orientation to graduation, while focusing on student advising, support, achievement of learning objectives and positive outcomes. InterCoast Colleges is committed to ensure that students receive consistent student support services.
Immediate Supervisors:
Director of Student Engagement; Associate Vice President of Campus Operations
Primary Duties & Responsibilities:
Student Outreach and Support:
• During a new module class-start, assist with proper introductions and on-boarding of new students in a variety of methods (phone, email, online portals, etc.) ensuring and maintaining consistency amongst all locations and programs as assigned
• Send orientation welcome emails to students and provide orientations, as assigned and needed, as a partner with the Student Services personnel
• Daily and weekly calls to all students, with a strong focus on students who have never logged in and/or are absent, by communicating to appropriate staff members including student support services, and campus leadership
• Provide written communication with strategic planning to support academic success in conjunction with the student and all appropriate academic personnel; this includes daily and weekly follow-up with students based on their needs such as questions about their program and issues with assignments providing solutions as needed
• On a daily basis, check for messages from students who have questions or concerns; troubleshoot immediately and report all situations to the Instructor and appropriate staff and/or management
• Track students’ weekly participation and do heavy outreach to "at-risk" students through calls, messaging through online portal, emails, text through student learning system, database system and Google Voice; communicate with appropriate staff, Academic Mentor, Instructor and/or Senior Management
• When necessary, refer students to instructor, program director, academic mentor and campus leadership within the institution who can assist the student in their academic support needs
• Coordinate with faculty to schedule tutoring and mentoring to students
• Provide technology support, as needed
• Recognize and acknowledge students individually and as groups who are excelling in the program; when applicable, issue awards as directed by supervisor
• Assist with Faculty Assignments, when requested
• Consistently document communication and update notes, with specific details, in all student database systems
• Attend all assigned campus WAM’s for announcements and updates; address any student concerns with appropriate staff, faculty, management and support services
• Report any difficulties, concerns and questions to direct supervisor immediately
• Complete and submit a Daily Activity Report (DAR) to direct supervisor each scheduled workday with details of all activity with students
• Provide and maintain frequent communication with direct supervisor, department and senior management
• Apply and comply with federal, state and institutional regulations governing student records; comply with all InterCoast Colleges Policies and Procedures
• Must maintain confidentiality in all work performed, including proper protection of computer programs and sensitive documents. This requires the employee to log off computer system when away from the desk for any length of time or any reason.
• Perform other job-related duties as assigned by primary supervisor(s)
Position Specific Duties & Responsibilities:
• Diligently contact at risk AOD students on a daily basis and encourage regular participation to ensure each student progresses towards completing the program
• Ensure AOD students do not reach 10 days or more of inactive status in the system; if a student reaches 14 days of inactive, they must be withdrawn from the program and, if applicable, ECPP (Eligible Career Pathway Program)
• Track weekly attendance and academic progress towards high school diploma of students in the ECPP
• Monthly, verify graduate students from the AOD program and send congratulation emails on behalf of InterCoast; explain each upcoming step and timeline for students to obtain their diploma for the AOD program
• Assist with graduation ceremonies
Position Requirements:
• A minimum of three years of experience in a school setting or customer focused setting.
• A minimum of a bachelor’s degree is preferred
• Ability to inspire students to the highest level of achievement for meeting employer expectations
• Motivation, enthusiasm, and a sensitivity to students needs and interests
• Excellent written and communication skills
• Typing speed of at least 35 words per minute
• Basic computer skills and internet navigation required
• Ability to communicate well verbally and in writing
• Flexible availability; weekends and evenings may be required
• On-going communication is required among multiple locations
• Experience with Canvas is a plus
• Experience in the field of AOD is a plus
Pay: $23.00 - $27.00 per hour
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance
Education:
• Bachelor's (Required)
Experience:
• Student support: 3 years (Preferred)
• Customer service: 3 years (Preferred)
Work Location: In person