Duties and Responsibilities: Manage CLA Student Services Office Front Desk Operations (60%) Manage front desk operations. Open and close the office. Independently create, maintain and implement front desk training materials, office talking points, office contact logs, traffic counts (including walk-in, phone and email) and maintain office intranet site for the CLA Student Services. Train full-time employees on front desk operations and act as lead employee for office operations. Monitor all front desk and Drop-in Advising technology devices and call in service as needed. Manage coordinated communication efforts between the front desk and the five CLA advising offices.
Coordinate the processing of an average of 500 Student/Faculty Contracts annually for independent or directed study; this includes directed study form intake, verification with departments, and giving students permission numbers for them to register for the independent or directed study.
Manage the Perceptive Content (ImageNow) document imaging system for CLA. Serve as liaison with the U of M Office of Information Technology and their Perceptive Content team. Oversee scanning operation in Heller Hall. Manage the CLA scanning workflow for approximately 85,000 imaged student record pages annually for CLA. Train advisors on accessing, uploading, printing and scanning documents into Perceptive Content (ImageNow).
Implement best practices in regard to university and CLA-related office processes and procedures, including providing materials in compliance with the Americans with Disabilities Act. Work with students, University employees, and faculty to explain, train, modify and create new office procedures, CLA and university policies, practices and procedures. Adhere to strict federal privacy laws and ensure the office does as well. Resolve student issues through independent decisions based on general policies and procedures. Compile and analyze operational reporting and traffic counts. Lead by adhering to university and CLA standards when enforcing policies and procedures in relation to student, University employees, faculty, or parent inquiries. Maintain CLA advising and student services forms by monitoring policy and process changes, review with all CLA advising offices, and make appropriate updates.
Collaborates with Bruininks and Heller Hall advising offices front desk support staff to maintain successful service level operations during regular advising and drop-in advising hours.
Assist students, students’ parents, University employees, advisors, and faculty who contact the office with the following: • questions and concerns about new undergraduate (freshman and transfer) student orientation. • new and current student registration, including special requests for early registration. • questions regarding transfer admission for inter university transfer students, university system-wide transfer students, and students transferring from colleges and universities not associated with the university system. • questions regarding course permission numbers for registration and providing permission numbers for student registration. • readmission process for students returning after an absence of any length of time. • explaining the thirteen credit minimum credit load policy - independent decision-making is exercised often in determining which requests to advance for review by advisors based on qualifying criteria for temporary or permanent exemptions. • understanding the student probation and suspension process, coordinating the front desk support staff process, updating probation suspension letters and removing students from classes. • questions and directions for the process related to directed and independent study faculty contract forms. • CLA advising processes, appointments, and drop-in advising.
Supervision (30%) Supervise 10-12, part-time student employees. Write and initiate job postings, hire, train, monitor job performance, set standards for professionalism and excellence in customer service as related to CLA and university policies and procedures, prepare performance reviews and handle disciplinary action for student employees. Coordinate with CLA Student Services Associate, the CLA Orientation Specialist, the Assistant Directors of Advising, and front desk support employees on the implementation of such. Serve on the CLA student staff training committee.
Lead by providing continuous support and guidance to the student employee in relation to office responsibilities and initiatives, appropriate communication for both internal and external audiences, including, students, University employees, faculty, and parents, how to identify resources for comprehensive issue resolution, offering professional development opportunities through the university's Student Learning and Development Outcomes and the Student Employment and Leadership Program.
Chair and Serve on Committees (10%) Chair the Front Desk Support Staff committee. The Front Desk Support Staff committee is responsible for maintaining consistency in with all 14,000 CLA student records across all five CLA advising offices and the University Honors Program (UHP). • Lead monthly meetings with a representative from each advising office and UHP to review policy and procedure updates. • Collaborate with front desk support staff and review CLA forms for updates.
Chair the Loaner Laptop Committee • Meet biannually with orientation specialist, LATIS representative, and Associate Dean office repetitive to review check in/out system, maintenance needs, replacement requests, schedule, etc. • Monitor check out Google sheet and assist Associate Dean’s office with checking in and out laptops. • Support CLA Advising with large training laptop requests.
Serve on CLA Commencement Committee The Commencement Committee is responsible for planning and implementing two CLA Commencement events for approximately 3,500 CLA undergraduate attendees and their guests in the spring. Responsibilities for this position include: • Manage CLA commencement communications to students and their families, CLA and university employees – sending invitations, monitoring RSVP confirmations, guest lists, waiting lists, accessibility requests, VIP seating and international student guest invitation creation (required for international VISA acquisition), and updates to the webpages. • Act as the CLA commencement representative answering questions and disseminating information at the annual University of Minnesota Bookstores hosted GradFest attended by 3,600 students. • Coordinate the CLA Commencement ceremony written program. • Manage event logistics, including the creation and delivery of name cards/photo cards, student lists for distinction cords, diploma covers, signage, supply delivery, supervising volunteers and working with venue security and emergency responders.
Serve on the the New Student Checklist Committee The New Student Checklist Committee is responsible for the online orientation checklist as used by approximately 4,500 incoming students annually as their gateway to understanding CLA and setting up their online or on-campus orientation experience. Responsibilities for this position include: • Review and recommending changes to CLA's online checklist based on analysis from collected data at the front desk. • Assist in editing and revising checklist content. • Coordinate checklist launch and schedule training for student employees.
Required Qualifications: • High School Diploma/GED and five years of related experience to include project management is required. Coursework in a related field may be substitute for up to two years of experience.
• Demonstrated computer literacy, including Microsoft Word, Microsoft Excel, and internet usage (including Google Drive). • Demonstrated skills in communication (written and oral) and experience communicating with diverse audiences. • Demonstrated experience in critical thinking and problem-solving skills with exceptional integrity and good judgment in collaborative and independent decision-making. • Demonstrated commitment to the promotion of diverse and inclusive working and/or learning environments.
Preferred Qualifications: • Experience working in higher education, including, experience with, and knowledge of liberal arts education, student services processes, university records, broad level policies, and detail-driven procedures and processes. • Experience navigating between broad level policies, perspectives and goals and detail-driven procedures and decisions about individual student records. • Uses effective grammar and terminology in writing and verbal communication to compose clear, documentation, process updates, and communication to a wide variety of audiences. • Skill in applying technology-based tools to collect, interpret and analyze data. • Demonstrated ability to work effectively in teams with individuals from diverse communities and cultures in a large institutional setting with multiple departments. • Experience hiring, training and managing student employees in a university setting. • Knowledge of curriculum-related systems and student record systems and databases, specifically PeopleSoft, APLUS, the Orientation Database, and their inter-relatedness, maintenance, and integrity. • Proven computer proficiency in effectively using the Microsoft Office Suite, especially Microsoft Excel (including formatting spreadsheets and workbooks, using formulas, and data sorting), various email platforms, Drupal, the Web, and complex databases in general. • Participates as an active member of a collaborative team, but is also self-motivated, self-aware, and self-sufficient with the ability to work independently on repetitive and non-repetitive tasks and manage time effectively. • Proven management style that fosters collaborative decision-making and participation. • Ability to balance work demands and to thrive in a changing environment, which includes exemplary planning, organizational skills, and an ability to successfully manage multiple, simultaneous projects, while being detailed oriented.
Internal Number: 327428
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.