Description
The Director of Student Support and Outreach manages the Graduation Help Desk (GHD) and other projects dedicated to student success. The GHD is a one-stop resource for UT Dallas community members who need assistance resolving issues, navigating policy, or addressing barriers to undergraduate student re-enrollment, academic performance, belonging, persistence, or completion. The Director of Student Support and Outreach is charged with managing a variety of collaborative undergraduate student success projects. This position is responsible for conceptualizing, coordinating, and supporting enhancements related to student outreach, student support services coordination, and the use of technology to improve the undergraduate student experience.
The Director of Student Support and Outreach manages the cases (also known as tickets) that are generated when students, faculty, and staff request support from the Graduation Help Desk. This role is expected to provide stellar customer service and ensure that cases are diligently handled from creation through to resolution. To resolve cases, the Director of Student Support and Outreach will work closely with students, faculty, and staff. For example, the Director of Student Support and Outreach must regularly collaborate with a variety of offices across campus. The Director of Student Support and Outreach creates and conducts both targeted and large-scale student outreach efforts, including email and call campaigns. This role is charged with keeping the University community informed about the Graduation Help Desk by conducting marketing, giving presentations, and serving on a variety of committees and working groups. This position oversees the program specialist whose prior focuses are those with a basic need's insecurity. Additionally, this capacity may be asked to work on larger-scale initiatives related to improving retention and graduation rates. By working closely with multiple departments across campus, the Director of Student Support and Outreach will manage cases and special initiatives designed to further develop the University's holistic student success infrastructure.
This position requires high-quality written and verbal communication skills, a student-centric and empathetic approach to working with students, the ability to analyze and summarize data, organizational skills, and integrity. The ideal candidate is a creative problem-solver who can navigate the university efficiently and effectively, has a proven record of accomplishment operating with significant autonomy, and has experience working with faculty and staff to support individual students. The individual must be able to sustain engagement of existing campus partners and possess high emotional intelligence. This role requires the ability to have difficult conversations with both partners and students regarding case outcomes in a respectful and caring manner. Attendance at University events in the evening and on weekends may be requested.
Minimum Education and Experience
Bachelor's degree and 5 years of related progressive experience.
Preferred Education and Experience
Preferred Education and Experience Master's degree in a related area from an accredited university preferred with five to seven years of experience in higher education supporting student-serving units within a college or university environment or an equivalent combination of education and experience.
Preferred Experience Experience working with students in a higher education setting and knowledge of high-impact practices at four-year universities. Familiarity with academic advising and basic needs support in higher education and significant experience coordinating multiple projects, addressing multiple student issues at one time, working in a fast-paced environment while providing excellent customer service, and a background working with and maintaining confidential student records is preferred. Familiarity with PeopleSoft, Microsoft Office Suite, including PBI, Qualtrics, Team Dynamix, and Blackboard software applications preferred.
Preferred Skills Demonstrated accuracy, attention to detail, organizational skills, and the ability to learn quickly and work independently. Excellent interpersonal and management skills. Experience with all Microsoft Office applications with an emphasis on using Outlook for large email merge outreach and Excel for data management and analysis.
Essential Duties and Responsibilities
- Provide guidance and timely solutions to students who contact or are referred to the Graduation Help Desk (GHD), coordinate outreach and update appropriate parties needed to resolve GHD student cases, and conduct meetings and presentations with stakeholders
- Assist students, faculty, and staff with matters related to student success, as well as academic policy questions, referrals to campus resources, and other concerns
- Build and maintain formal partnerships with university departments, establish and continuously improve student referral processes, and support targeted student groups
- Conceptualize and conduct informational email and call campaigns to support undergraduate persistence
- Work with key stakeholders to continuously assess and identify barriers to graduation and provide recommendations regarding improvements to related policies and procedures
- Lead GHD and other Office of Undergraduate Education process improvements on a continuous basis, including but not limited to, collaborating with the Office of Information Technology on technical enhancements and integrations within the student information system and learning management system
- Lead and support the process of integrating and migrating GHD functions to the new CRM system
- Participate on councils, committees, and/or working groups to support various campus departments, student programs, and initiatives
- Cultivate a standing partnership with the Dean of Students office, to help collaborate on student support cases with the GHD and BAIT programs.
- Track data on GHD activity to monitor metrics, produce annual reports and assessment plans, and assess GHD budget needs
- Recruit, hire, train and supervise Program Specialist and student employee(s)
Additional Information
After the probationary period, this role may be eligible for a hybrid (partly remote/partly in office) work schedule, subject to business need and manager approval. May be required to use personal computer and other standard office equipment. Must be located within the DFW Area and have the ability to be on campus with 24 hours of notice. A UT Dallas Remote Work Agreement will be required within 14 days after approval.
What We Can Offer
UT Dallas is an Equal Opportunity Employer with an employee-friendly and supportive work environment. Our comprehensive compensation and benefits package that is effective as of your hire date includes:
- Competitive Salary
- Tuition Benefits
- Internal Training
- BCBS PPO Medical insurance – 100% paid for full-time employees
- PPO and DHMO Dental Insurance Plan – PPO plans include ortho benefits
- Vision Insurance
- Long and short-term disability
- TRS Retirement Plan – defined benefit plan offering lifetime annuity upon retirement
- Voluntary Retirement Plan Options – additional savings opportunities with Tax-Sheltered Annuity Plans and Deferred Compensation Plans
- Dental/Vision/AD&D
- Paid time off
- Paid Holidays
- Paid Winter Break
- Fertility Benefits
- Remote Work Options – approved by department
All UT Dallas employees have access to various professional development opportunities, including a membership to Academic Impressions, LinkedIn Learning, and UT Dallas Bright Leaders Program. Visit https://hr.utdallas.edu/employees/benefits/ for more information.
If you are looking for a rewarding career opportunity with great benefits? Look no further! Join our team!
Important Message
1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. EOE, including disability/veterans. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.
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