The Heller Hall Advising office is one of three CLA advising offices that report through the CLA Office of Undergraduate Education’s Student Services office. The front desk is customer service based, driven by the university’s academic and orientation cycles. Currently there is one Executive Office and Administrative Specialist who oversees the management of the Heller Hall Advising office front desk, provides advising office support, and supervises 4 - 5 peer advisors.
Managing the day to day tasks of the front desk includes: opening and closing the office, petition intake, appointment scheduling, drop-in advising management, answering phones, managing prospective student referrals, Admissions and One Stop student issue troubleshooting, registration issues, answering student and advisor questions, maintaining office traffic stats, completing assigned projects, maintaining student records and supporting the imaging processes, and creating, maintaining and implementing front desk training materials and office talking points, and managing coordinated communication efforts between the Heller Hall front desk, the advisors and University academic policy. In addition to the front desk, Heller Hall Student Services and Advising has one Assistant Director of Advising, 2 Lead Advisors, 10 Academic Advisors, 3 Transfer Advisors, and 3 Major Department Advisors. The Heller Hall Advising office serves 3,300 continuing CLA students and about 560 prospective transfer students annually. The Heller Hall Executive Office and Administrative Specialist serves as a communication arm for undergraduate student policy, student record maintenance, process coordination, probation review, and student degree process support.
Public Contact (30%) - Principally responsible for quality of initial contacts in office. Ensures welcoming environment and exemplary customer service for students, staff, faculty, and parents by fielding and responding to inquiries by phone, in-person, or by email. - Understands FERPA and guidelines regarding appropriate release of student information. - Provides information and explains complex University and College policy and procedures, related to college advising, transfer advising and orientation. - Uses informed judgment to autonomously resolve problems and address questions in a fast-paced and high-traffic environment. - Assesses requests and makes appropriate referrals to other College and University offices. - Screens requests for advising and determines appropriate follow-up. Uses knowledge of office resources and roles of various staff members to direct students to the most appropriate advisor or resource. - Determines best mode of service to address student questions (advising appointment, drop-ins, email, or information accessible online). Makes appropriate referrals to drop-in students for advising or schedule appointments with appropriate advisor. - Uses judgment to assess when contacts should be recorded in APLUS. - Collects, logs, and processes University and College paper forms. - Serves as primary resource to other support staff and student staff. - Serves as office processes resource for advisers. - Provides input on reception services model to the Assistant Director.
Records Maintenance (30%) - Processes major and minor program electronic or paper forms. Updates holds in relation to these forms. Inputs program coding, service indicators and student group information in PeopleSoft system. - Tracks files and provides oversight of scanning paper student files into the Perceptive Content 7 electronic record system. - Logs and distributes petitions for the CLA Scholastic Committee. - Monitors Degree Clearance and Probation Review including data entry and checking input accuracy in PeopleSoft by advisors for over 300 students each Fall and Spring semester. - Codes all Freshmen and Transfer orientation students. - Updates service indicators as well as program coding, academic standing and student group indicators in PeopleSoft. - Reviews and inputs program coding, service indicators and student group information in the PeopleSoft system for about 1,000 students during orientation, and monitors coding for continuing students. - Enters audit exceptions. - Monitors and reports workflow process issues in regard to record tracking and maintenance to project manager or supervisor. - Develops and evaluates processes for optimal data management and processing to include creating and maintaining Google team drives and Google documents for the Heller Hall advising office.
Support for Student Services & Advising (25%) - Manages calendars for 12 professional advising staff members, including appointment scheduling. - Manages calendars for 3 transfer advising staff members on the CLA Transfer Team, including appointment scheduling. - Oversees complex document management processes including transcripts and degree audits, and manages historic paper files as necessary for advisor appointments and other office activities. - Independently establishes priorities based on the cycles of the academic year to ensure that deadlines are met. - Maintains expertise with Excel, APLUS, PeopleSoft, Access, Perceptive Content and other technologies. - Identifies, reports, and manages follow-up with technology concerns that cannot be resolved by advising office staff. - Prints and performs the initial review of transcripts and degree audits for degree clearance and probation review in timely manner. - Generates and consistently updates degree clearance lists for individual advisors each term and confirms accurate posting of degree. - Helps support orientation initiatives including special orientations, requests for accommodations and other orientation considerations as needed. - Assists in room scheduling and manages the calendar for Heller Hall advising meeting space. - Assesses demand for appointments and drop-in services on a daily and ongoing basis. Determines when additional staffing is needed and makes recommendations to the Lead Advisors and/or Assistant Director of Advising when traffic changes are significant. - Serve as an active member of the CLA Support Staff Committee. - Answers advisor questions on policies, procedures and coding. - Applies problem solving and communication strategies to understand and address student and advisor needs.
Supervision of student employees (10%) - Supervises 4 - 5, part-time student employees. - Writes and initiates job postings; hires, trains, and monitors job performance; sets standards for professionalism and excellence in customer service as related to CLA and university policies and procedures; prepares performance reviews and handles disciplinary action for student employees. - Creates and presents training materials for peer advisors, and coaches peer advisors in the creation and presentation of peer orientation training. - Coordinates with CLA Student Services Associate, the CLA Operations Manager, the Bruininks Hall Principal Office & Administrative Specialist, the Heller Hall orientation peer lead, and the Heller Hall Assistant Director of Advising on the implementation of peer orientation training. - Schedules and oversees front desk work and daily activities of student employees. - Serves on the CLA student staff training committee. - Models appropriate behaviors and methods of explanation for student employees. - Takes over difficult peer advising situations from student employees when necessary. - Leads by providing continuous support and guidance to the student employees in relation to office responsibilities and initiatives, communicating appropriately for both internal and external audiences, identifying resources for comprehensive issue resolution, and offering professional development opportunities through the university's Student Learning and Development Outcomes and the Student Employment and Leadership Program.
Office Maintenance (5%) - Issues and collects keys from all advising staff related to Heller Hall Advising & Student Services. - Updates door keypad codes on a regular cycle. - Anticipates and stocks needed forms based on cycle of academic year. - Orders office supplies via the electronic purchasing system in anticipation of needs; processes daily mail; assists with copying. - Oversees and updates information boards and front office appearance. - Performs other duties as assigned.
Required Qualifications - High School Diploma/GED and four years related office and administrative experience is required. Training/education may be substituted for some of the years of experience. - Proven ability to work independently and collaboratively and manage time effectively. - Demonstrated computer literacy, including writing documents in MicroSoft Word, basic use of MicroSoft Excel (for example: formatting spreadsheets and workbooks, using formulas, and data sorting), database(s) usage, and internet usage (for example: e-mail, web searching, and Google Drive). - Demonstrated evidence of a commitment to promoting a culture that respects and advances diversity and inclusion. - Demonstrated ability to work and build relationships with a team of colleagues with diverse work styles. - Excellent skills in communication (written and oral), appropriate email correspondence etiquette, and experience communicating with a diverse audience.
Preferred Qualifications - Familiarity with liberal arts programs and university-wide student support services. - Familiarity with University of Minnesota advising and student support services. - Experience working in a large institutional setting with multiple departments. - Demonstrated ability to work effectively in informal and formal teaming arrangements with individuals from diverse communities and cultures. - Demonstrated commitment to ongoing training and expertise regarding issues of equity and inclusion. - Supervisory or leadership experience. - Demonstrated ability to use web-based advising software or other technologies used to support student success to include: APLUS, Peoplesoft (specifically, student inquiry and student data), the University Orientation Database, ASTRA room scheduling, MyU Reporting Center, Academic Progress Audit System (APAS), Google Drive (specifically Docs, Sheets & Forms), the entire MS Office Suite (specifically Access).
Internal Number: 334889
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