Student Support Specialist 2

The Position

Title: Student Support Specialist 2

Position Type: Full time

Requisition No: 24047

Category: Classified

Supervisor: Manager of Student Life & Alumni Relations

Last Updated: March 2024

Job Purpose: Provide elevated support to prospective and current Calbright College students through the scaffolding of technical needs, engagement activities, admissions and records needs, and feedback to supply timely outreach and resources through the student journey.

Location: Remote, various locations throughout California

Salary Range: The beginning salary range for this position is Range CL-16, (Steps 1-3) $61,110.88 - $67,386.24.

This is an internal recruitment and is open to current Calbright College employees.

The first review of applications shall occur on approximately 04/04/2024

Position Overview

Reporting to the Manager of Student Life and Alumni Relations or designee, the Student Support Specialists 2 will provide elevated and persistent support to current students to ensure they are engaging communications platforms necessary to build a sense of belonging.. Additionally, they will perform engagement activities for a diverse student population in an online environment. They will also perform functions related to Student Life and Alumni Relations duties.

This position will work closely with administration, faculty, management, external entities, staff, and students. Student Support Specialists are responsible for providing assistance and direction for all inquiries including communicating opportunities to attend events and workshops, , basic technology troubleshooting, and real time referrals to other units in the College for maximized student success. Student Support Specialists perform varied administrative/clerical and technical program support and/or specialized functions related to the area of assignment, program, department, or office.

Additional activities include but are not limited to engagement activities, Student Life and Alumni Relations functions, and increased attention to student involvement, concerns and needs.

Student Support Specialists must be flexible with schedules, as hours may include evenings and weekends.

Essential Job Duties and Responsibilities

The duties below are representative of the role and are not intended to cover all of the duties performed within the scope of work.

• Handles student calls, texts, emails, chats, and required proactive outreach
• Handles log of students to add them to the communications platform
• Handles student proactive outreach
• Handles personal queue
• Communicates/promotes all upcoming events and activities
• Completes all aspects of Student Support Specialist position with additional engagement and outreach assignments
• Answers questions and proactively provides resources on the student Slack or other online Calbright communities during open hours (ex. Help-support, hangout, feedback, equity, announcements, celebrations, etc)
• Enhances and monitors the communications platform
• Assists other teams, such as Enrollment Services, Career Services, and Academic Success with student life/student group needs
• Helps manage system supports, such as adding new students to student Slack and other communities
• Ensures students are in correct Slack channels after reinstatements or program changes
• Serves as liaison between Student Life and Alumni Relations and other teams to ensure awareness of new initiatives/programs for students across the student journey
• Partners with other teams to engage students and promote Student Life and Alumni activities
• Builds out engagement opportunities in Slack and through other modalities
• Performs duties specific to Student Life and Alumni Relations including but not limited to responding to student questions, comments and moderating the Slack (or similar) workspace

• Performs other related duties as assigned that support the objective of the position.

Knowledge, Skills, and Abilities

• Requires basic knowledge of and use of communication tools, and technologies with accurate documentation of inquiries and follow-through on next steps.
• Requires knowledge of program support principles and practices.
• Requires proficient knowledge of computer applications including common office productivity software, internet, and software applications and platforms supporting academic and higher education in general.
• Requires proficient knowledge of specialized, program-specific computer applications or reporting databases.
• Requires sufficient English language and writing skills sufficient to prepare materials and reports.
• Requires well-developed oral communication skills to convey concepts in individual and group settings.
• Requires intercultural communication skills and cultural competency to work cooperatively with a diverse population of students and service providers.
• Demonstrated commitment to improving outcomes for all students, particularly disproportionately impacted populations.
• Requires the ability to perform the essential responsibilities and functions of the position.
• Requires the ability to be flexible and adaptable in a fast paced environment.
• Requires the ability to work independently and remotely with minimal supervision with an emphasis on determining tasks on a project and adding to innovative solutions.
• Requires the ability to work cooperatively with students, faculty and staff, as well as external service providers, families, community organizations, and other agencies.
• Requires the ability to develop and maintain active advocacy relationships with students.
• Requires the ability to organize and prioritize work, manage time, and meet program deadlines in a fast-paced environment.
• Requires the ability to communicate in a professional manner, orally and in writing, in both formal and informal settings with students, faculty, staff, managers, and others involved with the program.
• Requires the ability to maintain confidentiality.

• Demonstrate understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, staff and faculty.

Minimum Qualifications

• The position requires an associate degree or equivalent experience and at least one year of experience in an educational environment or two years in a customer support capacity involving frequent customer contact and data analytics.

Desired Qualifications

• Experience with Slack
• Experience with Salesforce or other customer relationship management software.
• Experience with investigating and resolving technical issues for students or customers.
• Familiarity with managing large spreadsheets and making recommendations regarding data collected.

Working Conditions and Travel

• Calbright College is a statewide online college where all instruction and support are done via various online technologies both in person and remotely. Calbright College has administrative offices in Sacramento available for use. When working remotely, employees should be able and willing to use digital communication tools as used by the college, and have the ability to work on a computer for extended periods of time.
• Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment.
• The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Calbright College policies, procedures, and Title IX.
• Calbright College celebrates all forms of diversity and is deeply committed to fostering an inclusive environment within which students, staff, administrators, and faculty thrive. Individuals interested in advancing Calbright College’s strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.
• Requires the ability to function in a remote online instructional environment performing work of primarily a sedentary nature. Requires the ability to use hearing and speech to make presentations to groups and carry on conversations over the phone and in-person. Requires speaking skills to communicate with staff and students in one-on-one and small group settings, on the phone, and to distinguish sound prompts from various types of equipment. Requires near visual acuity to read printed materials and computer screens. Requires sufficient hand/arm/finger dexterity to retrieve work materials, operate a personal computer keyboard, and operate standard office equipment. Requires the ability to lift and/or move up to 25 pounds.
• Work is performed indoors where minimal safety considerations exist.

Equal Employment Opportunity

Calbright College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, veteran status, disability or genetics. In addition to federal law requirements, Calbright College complies with applicable state and local laws governing nondiscrimination in employment.

Who We Are

Calbright College is one of California’s newest community colleges – the first statewide, online campus designed to bridge the gap between employers with unfilled positions and students who don’t have either the time or money to attend a traditional school. Our mission is to increase economic mobility and close equity gaps for working adults who lack easy access to traditional forms of higher education by offering online, flexible, affordable skills-based programs that provide tangible economic value for both working adults and hiring managers.