Student Success Coach 

STDT SVC ADVISOR 2 (004574)

UCPath Position ID: MI-DPT571500-JC004574-PD215192

Position Description History/Status

Approved Date:

8/9/2024 6:47:25 PM

Date Last Edited:

8/9/2024 6:47:17 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:

MI-DPT571500-JC004574-PD215192

Position Description ID

215192

UC Payroll Title:

STDT SVC ADVISOR 2 (004574)

Business Title:

Student Success Coach 

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 18

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

41065981

Reports to Payroll Title:

STDT SVC ADVISOR 3

UCPath Department Head Position Number:

40730348

Department Head Payroll Title:

ADMIN MGR 2

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION SUMMARY

The Center for Advising and Student Success (CASS) is a unit within the UCLA Extension (UNEX) Student Services division. CASS's mission is to achieve positive student 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 sound student success philosophy and the application of excellent customer service principles at all levels of student engagement with UNEX, b) the provision of strong academic, professional development, and student life advisement, c) utilizing data to create scalable yet customizable services to optimize student experience at UNEX, and d) building, strengthening, and sustaining collaborative partnerships between academic and student services units within UNEX.

The Student Success Coach plays a pivotal role in recruiting prospective students and retaining current and returning students in various non-degree, open enrollment courses, and certificate programs at UNEX. They identify and understand students' needs, help them through the registration and application processes, discuss educational pathways, and show them how our programs can help them achieve their academic and professional goals.

This position strives to increase enrollment and retention by providing accurate academic and professional guidance to students and supporting them through non-academic support services at UNEX. Utilizing CRM systems and individualized student data, the incumbent enhances the overall student experience and fosters a sense of student belonging at UNEX.

The incumbent promotes UNEX'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.

Student Advisement, Retention, & Enrollment Support

1. Provide individualized guidance /support in application processes, course and program selection, career paths, and student-life advisement to prospective and currently enrolled students at UCLA Extension.

2. Serve as the primary advisor for prospective students, providing accurate and updated information on available courses, programs, admission requirements, deadlines, required documents, and enrollment procedures and policies.

3. Conduct outreach to and serve as the primary point of contact for potential certificate candidates and returning certificate students to help them return to the path of completion.

4. Practice active listening to quickly understand and identify key needs presented by a student-customer (e.g., academic and life concerns, goals, and aspirations) to assist them with program requirements, course selection, academic planning, and professional development.

5. Monitor and track student progress in the CRM system, and follow up to ensure continued recruitment, retention, and overall satisfaction from UCLA Extension programs.

6. Identify and address factors that may impact student retention, such as academic challenges and class issues, personal considerations, or financial concerns, and coordinate with program units as needed.

7. Utilize CRM systems and a variety of communication channels including phone calls, emails, virtual meetings, and in-person interactions to take ownership of a student-customer's journey and proactively follow through until their completion.

8. Build and maintain meaningful student relationships whether in one-on-one interactions or group meetings and events.

9. Communicate clearly and precisely with students, alumni, visitors, and UNEX units, verbally and in writing.

10. Demonstrate the ability to de-escalate student-customer complaints by resolving them quickly and efficiently.

11. Guide and direct students through financial aid options, scholarships, and tuition payment plans, and connect them to appropriate academic and student service units as needed.

12. Maintain accurate and extensive records of student interactions and progress and utilize these to inform student advisement and student success.

13. Participate in open houses, information sessions, student events, and meetings when needed to support students in the program.

14. Utilize prospective and current student feedback to identify areas of improvement in the enrollment process and recommend changes as needed.

60%

Data Management & Reporting

1. Maintain accurate records of applicant information, enrollment statistics, and communication logs using university databases and CRM systems.

2. Maintain accurate and extensive records of student interactions and progress and utilize these to inform student advisement and student success.

3. Generate reports on enrollment and retention metrics to assess the effectiveness of support initiatives.

4. Provide regular updates on prospective student recruitment and current student retention to the Student Success team for collective problem-solving.

5. Utilize prospective and current student feedback to identify areas of improvement in the enrollment process and recommend changes as needed.

6. Collaborate with other academic units and student services units to ensure a seamless student journey at UCLA Extension.

7. Undertake technical and administrative functions like degree audits, syllabus reviews, course substitutions, and application reviews.

15%

Student Outreach & Engagement

1. Participate in, and represent UCLA Extension at virtual, on-campus, and off-campus university events, information sessions, and outreach activities.

2. Conduct outreach campaigns to re-engage students who are close to completing a certificate.

3. Demonstrate a thorough understanding of UCLA Extension programs and student experience and their market competitiveness at university events and in student meetings.

15%

Program Knowledge & Continuous Learning

1. Develop a deep understanding of UCLA Extension's programs and offerings, their distinctive features and strengths, market competitiveness, and the uniqueness of the student experience, and document and apply this information effectively in student recruitment and retention.

2. Routinely liaise with assigned academic units and subject-specific advisors to learn about program developments and updates so accurate information is provided to prospective and current students.

3. Articulate the fit of assigned UCLA Extension programs for diverse adult learners and their skill development.

4. Stay current on institutional policies and procedures, academic programs, and changes in higher education regulations.

5. Participate in professional development opportunities to enhance coaching and advising skills, and monitor best practices in recruitment, retention, and enrollment.

10%

•

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

in related area and / or equivalent experience / training

Required

1 - 2 years

Minimum years of professional experience in academic advising, student recruitment/admissions, and enrollment management, preferably in higher and continuing education.

Required

Demonstrated experience and skill in counseling and advising students regarding academic coursework, professional development, and personal concerns that may influence their academic achievement; knowledge of adult learning principles and ability to support non-traditional student populations.

Required

Strong customer service ethic, and interpersonal communication skills, with an ability to connect with all learners from diverse backgrounds and experiences.

Required

Excellent written and verbal communication skills and must be comfortable with using multiple forms of communication in executing day-to-day duties.

Required

Proficiency in using student information systems and CRM systems.

Required

Ability to work independently and as part of a collaborative team.

Required

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.

Required

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

Required

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

Preferred

Demonstrate a genuine commitment to student success by effectively understanding and addressing individual student needs and concerns with empathy and patience.

Preferred

Working knowledge of various current UCLA and UCLA Extension policies and procedures.

Preferred

Bilingual in English and a foreign language.

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.

Ability to work in-person in Westwood Village campus and the Downtown Los Angeles campus locations, as needed.

Required

Flexibility to work evenings and weekends for events and outreach efforts.

Required

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.