Assistant Director of Advising and Student Success

STDT SVC SUPV 1 (004578)

UCPath Position ID: 41065981

Position Description History/Status

Approved Date:

9/12/2024 1:28:32 PM

Date Last Edited:

9/12/2024 1:28:25 PM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

8400O

Organization:

CONTINUING EDUCATION                   

Division Code:

8420D

Division:

DEAN, UCLA EXTENSION                   

Department:

571500 - UNEX: ENROLLMENT AND STUDENT SERVICES

Position Details

UCPath Position Number:

41065981

Position Description ID

208575

UC Payroll Title:

STDT SVC SUPV 1 (004578)

Business Title:

Assistant Director of Advising and Student Success

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 20

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

41002089

Reports to Payroll Title:

STDT SVC SUPV 2

UCPath Department Head Position Number:

41109707

Department Head Payroll Title:

ADMIN MGR 1

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

004574

STDT SVC ADVISOR 2

6.0

POSITION SUMMARY

The Center for Advising and Student Success (CASS) is a unit within the UCLA Extension (UNEX) Student Services department. CASS's mission is to achieve positive student success outcomes by implementing a holistic academic experience for UNEX students from pre-enrollment to post-graduation.

Central to the implementation of this mission are, a) a student-centered approach to success and the application of excellent customer service principles at all levels of student engagement, b) the provision of group and individualized academic counseling, professional development support, and resources to address other aspects of student life, c) the utilization of data to create scalable yet customizable services to optimize the student experience at UNEX, and d) optimizing collaborative partnerships between academic units and student services within UNEX.

The Assistant Director is a data-driven, relationship-oriented supervisor with experience in enrollment advising, generalist academic advising, and/or retention advising. The Assistant Director, under the leadership of the Director of CASS, will assist in operationalizing the Center's mission of implementing generalist advising operations. These include but are not limited to group advising, 1:1 advising, advising assessment, and student programming.

The incumbent will supervise and train student advisors in providing prompt customer service to prospective and current students through multiple modalities. The incumbent will identify areas where student support can be optimized and guide student advisors on achieving these goals. The position will guide and coach a student advising team of (10+ advisors) in resolving complex advising, procedural, and operational issues. The incumbent will liaise across the organization to improve student success outcomes.

The incumbent will also partner with and assist the Director in implementing a data-driven student advising framework, as well as develop scaled-up yet accessible programs like student orientation, success programs, and staff training. They will recruit, hire, and mentor student advisors, and assist in policy, operations, and process development.

The Assistant Director works independently with consultation, is procedure-oriented, and demonstrates the ability to leverage technology for student advising. They pursue continuous professional development to apply evidence-based best practices in student advising. The Assistant Director is highly collaborative and works closely with the core CASS team to fulfill UCLA Extension's Student Success mission. The incumbent will also promote UCLA Extension's commitment to lifelong learning in the planning and execution of their duties.

Excelling in quality, innovation, and impact, UCLA Extension (UNEX) is one of the top providers of continuing and professional education in the United States, offering programs and classes to more than 50,000 students per year through approximately 4,500 classes and certificate programs to meet the professional development, continuing education, and personal enrichment needs of the full spectrum of traditional, nontraditional, domestic, international, professional, and continuing education students throughout and beyond Los Angeles.

Access, Equity, Diversity, and Inclusion (AEDI) is one of UCLA Extension's guiding principles. We strive to extend access to UCLA, our programs, and services to underrepresented communities and populations, while serving as a model organization for AEDI in the field of continuing higher education. Committed to attracting and retaining diverse staff & instructors, UCLA Extension welcomes your experiences, perspectives, and unique identity. 

Staff Supervision, Performance Management

1. Supervise a team of student advisors who provide general advising support to prospective and current students at UCLA Extension.

2. Monitor and manage student caseload management, ensuring an active and continued advisor presence online and in person.

3. Assign and monitor tasks assigned to student advisors, and review progress and accuracy of staff work.

4. Promote teamwork and collaboration among direct reports, and review and approve work informed by institutional needs.

5. Resolve team issues and conflicts, and escalate them to leadership as needed.

6. When appropriate recommend corrective action and separation in consultation with the supervisor.

7. Monitor and evaluate daily operations of the student advising staff, from the assignment of responsibilities to KPI setting, and overall team performance - providing counseling and evaluation when appropriate or needed.

8. Guide and direct student advisors on complex procedural and operational issues. Handle highly complex operational or administrative issues raised by subordinates.

9. Conduct team meetings and 1:1 to provide consultation, monitor progress, and guide student advisors in their daily duties.

10. Conduct regularly scheduled individual staff performance evaluations in line with CHR policies and procedures.

11. Hire and train new employees in line with the departmental and institutional requirements, in consultation with the CASS Director.

12. Facilitate the communication and appropriate escalation of advisor needs, opportunities for service improvement, and professional development through training.

13. Enable the advisors to solve student challenges and provide key resources and referrals when needed.

55%

Student Advising and Programming

1. Create and implement scalable student success programs and events, collaborating with other CASS managers, across UNEX and with external partners.

2. Monitor the performance and make sustainable improvements in student programming year-on-year.

3. Attend student-centered events requiring the presence of CASS staff. E.g. information sessions, open houses, community-building events, etc.

4. Build student relationships and document critical information in CRM to support follow-up on individual student cases.

5. Maintain a presence in student advising, and as needed, stepping in to support complex cases that cannot be resolved by a student advisor.

6. Apply effective written and verbal communication skills when working with students, alumni, and visitors, as well as campus and UNEX staff and administration.

7. Lead and foster the development of a collaborative academic advisor community - facilitating the sharing of best practices and information as a center of excellence at UNEX.

8. Propose and communicate changes in institutional policy and procedure, laws, and regulations to academic units, student service staff, and students as needed.

9. Under the supervision of CASS director, support programs, and surveys & data collection processes that support institutional events like graduation.

10. Ensure incoming student queries are handled efficiently, and student data is utilized effectively to increase enrollment into UNEX courses and certificates.

11. Develop, manage, maintain standardized informational materials, to be used by student advisors.

25%

Workflow Development & Process Documentation

1. Assess, create, maintain, and evaluate workflows related to tracking student success, working closely with the core CASS team.

2. Monitor student-customer relations and recommend strategy and workflow improvements.

3. Monitor, evaluate, and introduce efficiencies in  student-facing communication channels and technology to continuously improve student interactions within the UNEX system.

4. Support student self-service when interacting with the UNEX system, author and approve  self-service articles using data from student-staff interactions  through multiple modalities.

5. Support the CASS director in the development and implementation of public-facing communication materials (like website and marketing materials).

6. Improve student success outcomes by partnering with key UNEX departments like Marketing, IT, International Programs, and academic departments.

7. Closely collaborate with members of the core CASS team to identify and evaluate student and advising needs and co-develop/co-implement continuous improvements in the student advising processes.

8. In collaboration with members of the core CASS team to develop and implement technical solutions, and service level agreements (SLAs) for student advising, documentation, and communication.

9. Identify, plan, co-design, and co-implement training needs and professional development strategies for student advisors to support them in excellent student service delivery.16. Co-develop, deliver, evaluate, and update training materials for student advisors.

10. Represent CASS in meetings/events involving internal and external stakeholders as needed.

11. Represent UNEX and CASS in external events like conferences and professional organizations, supporting their mission and vision.

20%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

Bachelor's degree in education, psychology/human development, counseling, business, or a related field and/or equivalent training and experience.

Required

And

Master's Degree

Master's degree in education, counseling, business, or related field.

Preferred

3 - 5 years

Minimum of progressively responsible professional experience in enrollment advising, academic advising, and customer service.

Required

Demonstrated experience and skill in counseling and advising students regarding academic coursework, professional development, and student life as it relates to academic achievement.

Required

Demonstrated excellence in serving students with diverse backgrounds and experiences.

Required

Commitment to collaborating and partnering with UNEX stakeholders to ensure shared success in student service.

Required

Ability to function independently with minimal supervision, yet be collaborative, team-oriented, and responsive to the requests/needs of all center personnel.

Required

Skilled in public speaking, interpersonal, and intercultural communication.

Required

Excellent writing and verbal communication skills. Demonstrate comfort with using multiple forms of communication in the course of executing day-to-day duties.

Required

Ability to analyze data, work requirements, and institutional policies, and explain them to students, advising staff, and other stakeholders as needed.

Required

Attention to detail in designing, writing, and implementing procedures, and workflows, with the goal of putting the 'student first' and 'student-advisor relationship' in each framework.

Required

Strong understanding of, and strict adherence to student rights laws like FERPA, Title IX, Clery Act (among others), institutional (UC, UCLA, UNEX) policies, and state laws as applicable.

Required

Ability to honor confidentiality and handle confidential/sensitive matters with discretion and tact.

Required

Experience in data-driven customer service, and the ability to use technology to scale student service.

Preferred

Basic knowledge of immigration procedures and policies for international students requiring I-20s to obtain an F-1 visa status to study at UNEX, CPT during their course of study, and OPT upon completion.

Preferred

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Non-University Setting(s)

Location:

1145 Gayley Ave. Los Angeles, CA 90024

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.