Support Coordinator

When applying you will be required to attach the following electronic documents:

• Resume
• Cover Letter

For additional information please contact: Jodi Robin at

We are an Equal Opportunity Employer including disability protected veteran and other protected status.

This position is designated as a critical or security-sensitive position; therefore the incumbent must successfully complete a criminal history check and be determined to be position qualified as per OSU Standard et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.

OSU will conduct a review of the National Sex Offender Public website prior to hire.

Note: All job offers are contingent upon Human Resources final approval.

This recruitment will be used to fill two part-time (a maximum of 24 hours per week; anticipated 8-13 hours per week) Support Coordinator positions for the Dean of Students at Oregon State University (OSU).

The Office of the Dean of Students provides a wide range of support and services to students faculty and staff and parents via telephone email and face-to-face interactions. The duties for a Support Coordinator may vary depending on the shift.

The primary responsibilities of the Support Coordinator are to serve as the initial point of contact and coordination for referral for inquiries related to the Office of the Dean of Students and to assist in student emergencies. The primary objectives of ODOS are to holistically help students in transition build community campus-wide and empower students on their path toward becoming citizens of the world.

Position Duties:

• Customer service

• Student support

• Case coordination

• Administrative operations

• Resource navigation

• Team collaboration

25% Customer Service:

• Maintains positive customer service relationships through the Office of the Dean of Students.

• Greets visitors and directs them to appropriate office or to waiting spaces and announces their arrival to ODOS staff.

• Maintains calm demeanor when interacting with visitors to the suite who may be emotional or upset.

• Acts as a resource guide and referral agent for campus services and programs.

• Answers telephone questions and forwards phone calls to the appropriate person or office.

• Responds to email messages in a timely manner through the ODOS Support Coordinator email account.

• Provides information and materials in reference to city and campus resources and sights (maps bus schedules etc.).

30% Operational:

• Assists walk-in visitors answers phone calls and emails regarding general Oregon State University questions. Explains University policies and procedures to students.

• Refers students to the appropriate ODOS staff person once the limits of knowledge are reached.

• Responsible for ODOS suite opening and closing procedures if working an opening or closing shift. Reports solicitors and other unauthorized persons within the facility to ODOS professional staff.

• Collects and sorts the campus mail that is delivered daily. Assists the Office of the Dean of Students staff with a variety of related tasks.

• Responsible for managing office copy room and supplies as directed by the Office of the Dean of Students staff.

• Responsible for the overall professional appearance of the Office of the Dean of Students spaces ensuring that the reception space conference room bulletin boards and all other shared spaces are maintained appropriately.

• Performs larger or long-term project related tasks as directed by the Office of the Dean of Students staff.

• Provides staff support to the Office of the Dean of Students staff by assisting in the development of policies and procedures related to the office operations.

35% Case Coordination and Triage:

• Resolves or refers concerns and complaints brought to attention by students faculty/staff and parents creating case management assignment to Student Care case managers as needed.

• Assesses urgency of reports through case assignment and scheduling initial consultations and appointments with reporting parties and/or students.

• Manages Student Care Case Manager(s) calendars through Outlook and scheduling software.

• Creates and documents sensitive referral and case coordination in Universitys case management database Maxient.

• Assists/reports persons regarding harassment bullying and discriminatory issues.

• Reports emergencies and accidents to appropriate departments.

• Assists all Law Enforcement Agencies when necessary and within OSU policy and procedure.

• Maintains the confidentiality of records as stipulated in FERPA (Family

• Educational Rights and Privacy Act) utilizing confidential software.

• Maintains the confidentiality of all visitors student staff faculty and parent information.

• Upholds all Oregon Public Official ethics rules and guidelines and asks for clarification if needed before divulging any information outside of the Office of the Dean of Students.

15% Staff Relations and Staff Development:

• Participates in staff meetings and trainings as scheduled.

• Communicates with supervisor when issues and needs raised by students and parents arise that cannot be resolved immediately.

• Attends training programs conducted throughout the academic year.

• Develops positive working relationships with the Office of the Dean of Students staff and co-workers.

• Treats all staff members other department staff and customers with courtesy respect and consideration.

• Functions as a team player in the office environment.

1. Customer service

2. Student support

3. Case coordination

4. Administrative operations

5. Resource navigation

6. Team collaboration

Full Employment Eligibility Requirements can be found here: be academically enrolled in a high school community college or university and pursuing a program or course of study

*International students may be allowed to carry fewer hours than specified above and still be considered full-time by the United States Citizenship and Immigration Services (USCIS). A reduced course load is approved by theOffice of International Services(OIS) and must be provided to the Student Employment Center.

Required Qualifications:

Overall job effectiveness is tied to the ability to establish and maintain credibility and good rapport with students and fellow staff members while offering the highest quality of customer service. Support Coordinators must be able to travel to and from different locations in the suite and on campus during their shift. Support Coordinators must also be able to perform duties on a computer phone and/or copy machine with multiple interruptions and with a teamwork orientation during their shift.

• Experience in an office environment

• Basic computer skills especially with Word Outlook and Excel

• Strong written and oral communication skills

• Ability to work with sensitive topics (e.g. suicidality violence mental health

• bereavement)

• Ability to interact successfully with upset or emotional people or people in crisis

• Ability to demonstrate effective use of problem solving skills

• Demonstrable customer service skills in person and via phone/email

• Ability to work discreetly with confidential materials

• Commitment to work with diverse populations including those across culture

• ability orientation gender age and status

• Excellent time management skills

• Demonstrated ability and commitment to working as part of a team.

Additional Required Qualifications:

This position is designated as a critical or security-sensitive position; therefore the incumbent must successfully complete a Criminal History Check and be determined to be position qualified as per OSU Standard et seq. Incumbents are
required to self-report convictions and those in Youth Programs may have additional Criminal History Checks every 2 years.

Preferred Qualifications:

• Graduate Student

• Students pursuing human development or service-oriented degrees (Psychology Human Development & Family Sciences Sociology Public Health etc.)

• Graphic Design Web Design Website Management experience

Transferable Skill Development

OSU is committed to ensuring students are prepared for success after graduation through intentional skill development as student employees. The competencies students develop while working at OSU are defined by the National Association of Colleges and Employers (NACE) as the essential skills employers seek in their this position students learn and build vital career-readiness skills in the primary areas below:

Communication Critical Thinking Professionalism