Triage Specialist, Success Coaching Program in Academic Advising (117789)

TheSuccess Coaching Program in Academic Advising (SCAA) at Johns Hopkins University seeks a dedicated and detailoriented Triage Specialist Success Coaching Program in Academic Advising. As part of a broad initiative to support talented and motivated firstgeneration and/or limited income (FLI) students the Success Coaching Program in Academic Advising (SCAA) was established at Johns Hopkins University in 2019. The SCAA team comprises Academic Advisors/Success Coaches (AA/SCs) utilizing an appreciative strengthsbased advising model to increase retention completion engagement satisfaction and social mobility among FLI students. In their role AA/SCs assist students with all academic advisingrelated duties (e.g. course registration academic strategies selecting majors and minors and developing post graduation plans and troubleshoot academic problems monitor academic progress and academic standing and advise on policies and procedures) and support each student with success coaching focusing on students academic and professional interests as well as their overall wellbeing.

The primary duties of the Triage Specialist(s) for SCAA will be to support the retention and academic persistence of highpriority FLI students in SCAA by tracking and resolving pending student servicerelated inquiries referrals and processes. As a point of contact between the student the students AA/SC and in collaboration with student servicerelated offices (e.g. student accounts student financial services Student Enrollment and Account Management (SEAM) Student Disability Services and other similar offices). Triage Specialists for SCAA will advocate for high priority FLI student needs and concerns by serving as a liaison between Academic Advisor/Success Coaches their students and relevant offices providing university student services (e.g. student accounts student financial services Student Enrollment and Account Management (SEAM) Student Disability Services and other similar offices).

Triage Specialists will work with highpriority FLI students enrolled in the Krieger School of Arts & Sciences and the Whiting School of Engineering. The Triage Specialist(s) will report to the Senior Director of SCAA. The position is currently hybrid requiring 3 days in the office and 2 days working from home.

Specific Duties & Responsibilities

• Work collaboratively with Academic Advisors/Success Coaches highpriority FLI students and university student services offices to create a seamless support network for students.
• Monitor and track followup for highpriority FLI student cases by coordinating closely with various units including student accounts student financial services SEAM Student Disability Services and other similar offices.
• Communicate and document regularly with Academic Advisors and Success Coaches to ensure proper triaging management and documentation of highpriority FLI student cases.
• Create weekly student case reports/followup for SCAA leadership.
• Utilize various communication channels including email text message phone and virtually to reach students and university student service offices and disseminate relevant information about the next steps.
• Maintain open and effective communication channels with and between Academic Advisor/Success Coaches students and university student services offices (e.g. student accounts student financial services SEAM Student Disability Services and other similar offices).
• Onboard and assist highpriority FLI students returning from leave of absence(s) in collaboration with the Academic Advisor/Success Coaches.
• Respond promptly to student inquiries emails messages and requests for assistance about pending referrals/student services.
• Serve as a resource for highpriority FLI students navigating processes and systems.
• Liaise between highpriority FLI students and Academic Advisors/Success Coaches to ensure timely efficient response tracking and followup.

• Attend training sessions to enhance skills and knowledge on student processes guidelines and systems.

Knowledge Skills and Abilities

• Must be able to work independently as part of a collaborative team make decisions exchange information clearly and effectively problem solve.
• Excellent organizational and communication skills both oral and written.
• Demonstrated capacity to work effectively with people from diverse backgrounds and to foster sensitivity to diversity and an inclusive campus and community culture.
• Ability to respond meaningfully to the needs of individuals with respect and sensitivity.
• Ability to prioritize projects and adhere to timelines/deadlines.
• Demonstrate ethical conduct and professionalism.
• Ability to use independent judgment and discretion.
• Ability to interpret policies procedures and guidelines.
• Learn and acquire knowledge and/or have familiarity with university student services policies procedures and practices with the ability to answer workrelated questions.
• Strong interpersonal and customer service skills.
• Ability to participate as a team member and understand and interpret rules and regulations.
• Ability to adjust to change and work in a decentralized environment.
• Ability to use independent judgment and discretion.
• Proactive selfstarter.
• Ability to analyze complex issues manage multiple priorities and respond proactively to address personal problems.
• Ability to use appropriate judgment when dealing with sensitive issues.
• Proven ability to cultivate trust and credibility with colleagues and to build positive and effective relationships.

• Bachelors Degree.
• Three years of related experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond HS Diploma/Graduation Equivalent to the extent permitted by the JHU equivalency formula.

• Masters Degree (preferred) in counseling Higher Education Administration social work or similar fields.
• Working knowledge of relevant state and federal laws including FERPA HIPAA ADA and Title IX.
• Ability to work with and assist others in navigating complex systems.
• Passion for supporting a program for firstgeneration and/or limitedincome students.
• Utilize current College and/or department information technology including Microsoft Office Outlook Student Information Systems (SIS) Starfish Zoom and Microsoft Teams.
• Experience in student affairs retention outreach or a related field.
• Experience in student development/engagement academic advising early alert intervention and working with highrisk students from diverse backgrounds.
• Experience working in nonclinical case management or similar student support services in higher education.
• Experience with data collection and analysis and the ability to utilize data to support and inform the work of an office.
• Knowledge and experience managing holistic advising assessment academic and student affairs collaborations diversity identity and inclusion.
• Demonstrated success working with individuals with varied backgrounds is preferred. Demonstrated success working with firstgeneration students or students from limitedincome families is required.

Classified Title: Student Life Administrator
Job Posting Title (Working Title):Triage Specialist Success Coaching Program in Academic Advising
Role/Level/Range: ACRP/04/MC
Starting Salary Range: $48000 $84100 Annually (Commensurate w/exp.)
Employee group: Full Time
Schedule: Hybrid 3 days in person 2 remote. 8:30am5pm; some evenings and weekends may be required
FLSA Status:Exempt
Location:Hybrid/Homewood Campus
Department name: Center for Student Success
Personnel area: University Student Services