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Job Description

• Responsible for day-to-day operations of the student support center.
• Contribute to student success, retention, and persistence goals by utilizing best-practices and current research related to student success.
• Organize and lead staff meetings and professional development consistent with the unit's plans, goals and objectives, and training, and to enhance performance initiatives, teamwork, and communication.
• Provide leadership in developing and maintaining a learner-centered, case management and culturally responsive advising system for new and continuing students that integrates advising throughout the students’ entire experience.
• Collaborate with faculty and staff, including attending department and/or unit meetings, to identify and address student needs and develop strategies to promote student learning and growth.
• Develop timelines and cadence calendars that are clear and communicated to appropriate University partners, maintaining active involvement with other University offices to meet shared goals.
• Assist with advising current and prospective students on the College’s offerings, academic pathways, prerequisites, programs, procedures and services.
• Develop and maintain professional relationships with external partners to create a seamless, integrated and comprehensive advising system.
• Establish and facilitate practices and protocols for efficient, effective, accurate, transparent, and holistic advising.
• Establish and facilitate practices and protocols for efficient, effective, and accurate record keeping and information sharing using appropriate technology and tools.
• Participate in and facilitate Center staff’s participation in on and off campus events, such as New Student Orientation, Commencement, Preview Day, Welcome Day, and other outreach events which will require occasional evening and weekend work.

• Coordinate import and validation of academic requirements into the student advising tools for all College programs.
• Work with appropriate individuals and departments to ensure the timely and accurate review of transfer courses and test evaluations.
• Facilitate the development and continued maintenance of curriculum requirements on all advising platforms; communicating directly with liaisons to address any issues.
• Document and respond to advisor and student issues, and initiates updates and follows up on validation of any changes.
• Meet all departmental and university deadlines for maintenance of all templates/documents necessary for all advising platforms.
• Develop and conduct on-going training for advisors, faculty, staff , administrators, and students promoting the use of the student systems. Creates student system tutorials for faculty, staff , and students, if needed.
• Improve services to students through technological enhancements by learning about the best ways to use new technology.
• Work with appropriate individuals and various departments to maintain accurate and efficient processes for college programs.

• Maintain caseload commensurate with effort and in support of small departments, students with complex cases, and/or to provide support for new advisors with their assigned students or when taking on a new population/program.
• Support General Education advising as needed.

• Oversee and monitor the effectiveness of all processes related to admission, registration, and graduation for undergraduate programs to ensure timely processing.
• Work directly with college leadership to coordinate class scheduling to facilitate student success and enrollment.

• Meet regularly with College Deans and other leadership to follow-up on action items and oversee special projects.
• Serve on appropriate university committees, representing the interests of College and its constituents.
• Establish collaborative relationships with internal and external constituencies, most importantly other Academic Affairs and Student Affairs departments.
• Facilitate regularly scheduled staff meetings.
• Attend workshops and conferences to keep abreast of new developments in issues addressing student retention, academic advising, career education, and internships.
• Encourage College student services staff members to participate in professional development activities whenever possible.
• Participate in on and off campus professional development programs and activities.

• Contribute to the overall success of the College Student Service Center by performing all other duties and responsibilities as assigned.
• Contribute to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

• The equivalent to four (4) years of progressively responsible professional student services work experience which includes experience in advising students individually and in groups, and in analysis and resolution of complex student services problems.
• A master’s degree in Counseling, Clinical Psychology, Social Work or a job-related field may be substituted for one (1) year of professional experience.
• A doctorate degree and the appropriate internship or clinical training in counseling, guidance or a job-related field may be substituted for two (2) years of the required professional experience for positions with a major responsibility for professional, personal or career counseling.

• Equivalent to graduation from a four-year college or university in a related field plus upper division or graduate coursework in counseling techniques, interviewing and conflict resolution where such are job related.

• Ability to interpret and apply program rules and regulations.
• Present clear and concise information orally and in written reports
• Use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements.
• Obtain factual and interpretive information through interviews.
• Use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements.
• Reason logically; collect, compile, analyze and evaluate data and make verbal or written presentations based on these data.
• Recognize multicultural, multisexed and multi-aged value systems and work accordingly.
• Rapidly acquire a general knowledge of the overall operation, functions and programs of the campus to which assigned.
• Demonstrated ability to make decisions and carry through actions having implications with regard to other program or service areas Services Office.
• Establish and maintain cooperative working relationships with faculty, CSU administrators, student organizations, private and public agencies and others in committee work, and student advising and community contacts
• Thorough knowledge of the principles of individual and group behavior.
• Thorough knowledge of the policies, procedures and practices of the program area to which assigned or the ability to quickly acquire such knowledge.
• General knowledge of the policies, practices and activities of Student Services programs outside the program to which they are immediately assigned.
• General knowledge of the principles, problems and methods of public administration, including organizational, personnel and fiscal management.
• General knowledge of advanced statistical and research methods.
• Ability to carry out very complex assignments without detailed instructions.
• Advise students individually or in groups on varied and complex matters.
• Determine the appropriate course of action and proper techniques to utilize while engaged with individuals and groups in personal interactions of a sensitive nature.
• Interpret and evaluate descriptions and explanations of problems brought forward by individuals or student organizations, analyze and define the problem, draw valid conclusions and project consequences of various alternative courses of action.
• Reason logically and analyze and solve organizational and operating problems of one or several program areas.
• Plan, coordinate and initiate actions necessary to implement administrative or group decisions or recommendations;
• Analyze and define complex organizational, policy or procedural problems, collect and evaluate data, draw valid conclusions and project consequences of various alternative courses of action.
• carry out a variety of professionally complex assignments without detailed instructions
• Understand the roles and responsibilities of others and to gauge relationships accordingly by taking into account the variety of the interrelationships, motivations and goals of the members of the organization served;
• Establish and maintain effective, cooperative and harmonious working relationships in circumstances which involve the denial of requests or the necessity to persuade others to accept a different point of view.

• Additional experience in caseload advising as a CSU Student Services Professional (SSP) or equivalent highly preferred.
• Experience working with minoritized and other underserved communities, first-generation students and Pell-eligible students preferred.
• Experience in advising and related programming that helps close equity gaps among diverse student populations is preferred.

• Ability to: plan, coordinate, and direct the work of subordinate staff engaged in various professional, technical, and clerical functions; exercise considerable judgement and discretion in effectively establishing and maintaining cooperative working relationships within diverse multicultural environments; quickly learn and apply a variety of CSU and Cal State East Bay policies and procedures, collective bargaining agreements, and state and federal labor laws.
• Demonstrated understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Demonstrated ability to: communicate verbally and in writing with clarity and proficiency.
• Lead diverse teams to support the operational mission and vision of employers by fostering an ethical, inclusive and collegial work environment.
• Demonstrated ability to support ongoing improvement through courageous, resilient, and catalytic leadership.
• Lead varying initiatives through a collaborative, service-oriented and communicative approach.
• Demonstrated commitment to employee development, recognition, and accountability to further operational goals.
• Ability to work evenings and weekends when needed.
• Operate standard office equipment and software including Oracle's PeopleSoft, EAB, Adobe Sign, Google Education Suite, and Microsoft Office (Access, PowerPoint, Excel, and Word).