General Information
| Payroll Title | BLANK AST 3 | Title Code | 004722 | Grade/Step | Working Title | Advising and Enrollment Support Specialist | |
|---|---|---|---|---|---|---|---|
| Department Name | BCOE Deans Office Dept | Supervisor | Roderick J Smith | Department Head | Roderick J Smith |
Special Requirements and Conditions
| Critical Position |
| Overtime |
Level of Supervision Received
| General Supervision |
Items Used
| Standard office equipment, including computer, copier, phone system, etc.; standard software used in word processing, data entry, spreadsheet development, shared information storage, etc.; web-based search engines i.e. Internet Explorer, Google Chrome, etc. |
Position Purpose
| Under general direction from Director of the Bourns College of Engineering, Office of Undergraduate Student Academic Affairs (BCOE OSAA), the incumbent functions as the primary front desk contact for all students and guests visiting the BCOE OSAA. This includes: overseeing advising intake process, monitoring advisor availability, triaging student needs, offering low level advising support, referrals and rerouting students to secondary advisor when appropriate; managing student assistants, training and directing their work, and managing their performance as first line of contact with office visitors. The incumbent will also support course scheduling and enrollment management functions in BCOE OSAA. This includes supporting: concurrent enrollment process, evaluation of eligibility to enroll and seat capacity to accommodate enrollment; other UCR Extension special enrollments, course scheduling, scheduling department labs; general enrollment assistance for eligible students who are prevented from enrolling on their own, and providing students advising support related to enrollment issues. |
Essential Functions
| Essential Function | % Time |
|---|---|
| Customer Service--Managing Office Intake, Student Assistants, and General Office Support | 50 |
| There are five components to this which include: (1) Serve as the first point-of-contact for students, faculty, parents and staff visiting BCOE OSAA. Receive and direct incoming communications (phone calls, messages, web requests, etc.) providing general information over the telephone, via email, and in person. Take messages and makes appropriate referrals. (2) Manage student intake process, triaging student advising concerns, their in-take, providing low level advising support when appropriate, referrals beyond BCOE, or rerouting to available Academic Advisor, etc. (3) Provide advising support addressing student/guest inquiries about change of major and concurrent enrollment processes, future admission, readmission process, etc.; working with Director and Academic Advisors, learn relevant academic and admissions policies and practices pertaining to the areas listed; prepare information packets to distribute to prospective students who visit office, offer insight on processes, etc. as a prelude to student/visitor meeting with an Academic Advisor; develop in-take processes addressing common student inquiries in area of responsibility--general student intake and intake of students pursuing change of major, readmission, concurrent enrollment, and future admission. (4) Oversee Student Assistants, who function as extension of the incumbent, with primary responsibility of supporting student intake process during hours Academic Advisors are available. Prioritize and direct Student Assistants work including but not limited to: student intake, collecting and distributing mail, transcripts and other academic records, use of copy machine, printing documents, shredding documents, evaluating office needs and inventory, ordering office supplies, general office setup, data entering, generally supporting Academic Advisors, communicating via phone, email etc., organizing lobby space and supply rooms, etc. In Student Assistants absence serving at front desk as a buffer between office visitors and staff. (5) Coordinate logistical support of staff meetings, workshops, events, etc. including: working with Director and Advisors to establish meeting agenda, taking minutes; securing appropriate rooms, audio-visual accommodations, food; supporting communications to encourage attendance as needed, in preparation for meetings, workshops, events, etc. Other general office duties as assigned (excluding payroll and purchasing). | |
| Enrollment Management Support | 25 |
| Working with Curriculum Planner, address student enrollment assistance concerns in a timely and courteous manner, consistent with seat availability, prerequisite and course repeat compliance, and other policies deemed appropriate. This support generally includes, but may not be limited to: responding to enrollment assistance requests sent via online form, identifying issues impacting enrollment and reporting appropriately to Academic Advisors, Director and/or Departments; managing concurrent enrollment process ensuring UCR Extension students have met appropriate prerequisites and sufficient space in courses to accommodate their enrollments; accounting for projected enrollment of UCR Extension students participating in special programs; monitoring enrollment during registration cycle to evaluate demand, make recommendations to close sections or open new sections, etc.; analyzing course needs, enrollment trends, and course relationships to provide advice to Departments, Curriculum Planner, and Director; evaluating student enrollment requests, denying enrollment, and if enrollment is approved, supporting enrollment transaction with appropriate permission codes; supporting enrollment in Learning Communities, monitoring available space in Learning Communities, and waitlist setup, etc. |
|
| Course Scheduling Support | 25 |
| Course scheduling support includes: supporting scheduling communications and follow-up with Departments, helping keep Department key faculty and staff on task in delivering the information needed to schedule undergraduate courses; supporting the Curriculum Planner in the scheduling of courses for multiple program majors and their host Departments; supporting the management/scheduling of Department controlled lab classrooms; supporting the management of Summer Session Enrollment, i.e. enter prerequisites, provide permission codes, etc.; supporting documentation of enrollment projections and transferring information from planning documents to communications with Academic Scheduling and back to Departments when alternatives must be considered; data entering and monitoring to ensure information in BCOE scheduling documents is accurately accounted for in schedule of classes, etc.; supporting development of master lab schedule using Department controlled labs; support role in waitlist setup and management; support role in reviewing and editing information in the Course Information Reporting System on a quarterly basis as needed. | |
Minimum Requirements
| Minimum Requirement | Display Ranking |
|---|---|
| 1 | |
| Demonstrated experience in customer service environment, front-desk, interacting with office visitors, assessing and providing initial support to meet their needs. | |
| 2 | |
| Demonstrated administrative support experience, including strong organizational skills and ability to exercise independent judgement. | |
| 3 | |
| Demonstrated ability to identify work priorities in a dynamic and highly collaborative work environment, assess and clarify immediate needs, and execute. | |
| 4 | |
| Demonstrated ability to work cooperatively with a number of departments or constituents with different needs, communicating effectively on difficult matters to continually build understanding, buy-in, responsiveness, and timely support of office needs. | |
| 5 | |
| Excellent skills in writing clear, concise, and grammatically correct correspondence and memos. | |
Preferred Qualifications
| Preferred Qualification | Display Ranking |
|---|---|
| 1 | |
| Experience in a higher education setting. | |
| 2 | |
| Experience with Banner software and its course scheduling related applications. | |
| 3 | |
| Education and/or combination of education and work experience equivalent to a bachelor's degree. | |
| 4 | |
| Demonstrated experience with student information system. | |
| 5 | |
| Demonstrated experience in a customer service environment managing an intake process. | |
| Posted Position Purpose |
|---|
| Under general direction from Director of the Bourns College of Engineering, Office of Undergraduate Student Academic Affairs (BCOE OSAA), the incumbent functions as the primary front desk contact for all students and guests visiting the BCOE OSAA. This includes: overseeing advising intake process, monitoring advisor availability, triaging student needs, offering low level advising support, referrals and rerouting students to secondary advisor when appropriate; managing student assistants, training and directing their work, and managing their performance as first line of contact with office visitors.
The incumbent will also support course scheduling and enrollment management functions in BCOE OSAA. This includes supporting: concurrent enrollment process, evaluation of eligibility to enroll and seat capacity to accommodate enrollment; other UCR Extension special enrollments, course scheduling, scheduling department labs; general enrollment assistance for eligible students who are prevented from enrolling on their own, and providing students advising support related to enrollment issues.
|
| Posted Minimum Requirements |
| Demonstrated experience in customer service environment, front-desk, interacting with office visitors, assessing and providing initial support to meet their needs. Demonstrated administrative support experience, including strong organizational skills and ability to exercise independent judgment. Demonstrated ability to identify work priorities in a dynamic and highly collaborative work environment, assess and clarify immediate needs, and execute. Demonstrated ability to work cooperatively with a number of departments or constituents with different needs, communicating effectively on difficult matters to continually build understanding, buy-in, responsiveness, and timely support of office needs. Excellent skills in writing clear, concise, and grammatically correct correspondence and memos. |
| Posted Preferred Qualifications |
| Experience in a higher education setting. Experience with Banner software and its course scheduling related applications. Education and/or combination of education and work experience equivalent to a bachelor's degree. Demonstrated experience with student information system. Demonstrated experience in a customer service environment managing an intake process. |