The mission of the Academic Success Center (ASC) is to provide centralized academic support services for undergraduate students to help them achieve their individual goals and earn a UMBC degree. Guided by caring peers, staff and faculty, and in collaboration with the campus community, the ASC’s programs empower students to identify and engage with resources and to develop skills and strategies for success in their academic journey and beyond.
UMBC is seeking a Coordinator, Operations and Guest Experience in the Academic Success Center. Reporting to the Associate Vice Provost and Assistant Dean (AVPAD), the Coordinator will be responsible for envisioning and building an operational infrastructure in the expansive Library space that sustainably supports the anticipated long-term growth of the Academic Success Center. Critical to this role will be ensuring a quality and welcoming guest experience that will include front facing and high-volume community interactions from recruitment to orientation and through the entire lifecycle of the student through graduation. At the heart of all interactions and position responsibilities described below is a focus on student persistence, retention and graduation in alignment with the university’s strategic plan and initiatives.
Why Work at UMBC?
UMBC offers competitive compensation. This role starts at $54,000and has over 4 weeks of vacation for regular full time roles. Tuition remission is also available.
Envisioning, building and maintaining an operational infrastructure, in collaboration with the AVPAD, in the expansive Library space that sustainably supports the anticipated long-term growth of the Academic Success Center. Critical to this role will be ensuring a quality and welcoming guest experience that will include front facing and high-volume community interactions from recruitment to orientation and through the entire lifecycle of the student through graduation.
Provide initial guidance to triage and conduct routine follow-up outreach to ASC guests, recommending interventions for student persistence, retention and graduation in alignment with the university’s strategic plan and initiatives.
Coordinating all ASC intake from students, faculty, staff and guests (in-person, phone, email and referrals), which includes conducting initial guest interviews, working closely with ASC staff members and academic care team partners (i.e., Undergraduate Admissions and Orientation, Student Affairs, Academic Advising, Library, Registrar, Financial Aid, etc.) to independently triage cases and recommend appropriate resources as well as provide oversight for front office tracking, reporting and assessment processes. This includes assessing concerns using advising techniques to make autonomous decisions about the support needed, and referring students to the appropriate resources from across the three broad areas in the ASC: Academic Standards and Policy Administration, Academic Learning Resources and Academic Advocacy. The position also works collaboratively with other partners across the campus community to aid undergraduate students as they navigate a vast array of offices, services and programs.
The primary operations in the ASC Library space will include a variety of peer tutoring programs (Drop-in Tutoring, Appointment Tutoring, Writing Center and Academic Peer Advocacy), with over 100 peer tutors, 6 graduate students, and 8-10 students managing the front desk/reception area. The Coordinator will work closely with the ASC program leads of these areas to hire, train and supervise the front desk team to accurately sign-in and direct guests, providing a quality guest experience.
Have oversight of all ASC marketing, promotional and social media efforts (Flyers, I-Net videos, myUMBC, Rise Vision, Instagram, Facebook, etc.) and coordinate with the UAA webmaster and ASC Department staff to ensure accuracy of information in a broad range of ASC print/online materials (Orientation Modules and Guides, Family Handbook, etc.).
Direct and coordinate staffing for a high volume of Partner Requests for the ASC.
Co-develop processes/systems with the Director of Assessment and Analysis to collect/compile all assessment materials for ASC intake operations and manage all data entry related to sign-ins for the unit with the goal of continuous improvement. Coordinate multiple systems and tracking programs that are used for reporting, tracking ASC communications with students and campus partners.
Other duties as assigned.
Required Minimum Qualifications:
One year of experience working in a two or four-year higher education setting
Ability to effectively problem solve, think critically and communicate effectively with college students and staff in situations of shared responsibility and confidentiality
Must be able to work independently and within a team environment, and demonstrate excellent verbal and written communication skills
Individuals should be able to thrive in a high-paced and dynamic environment
Proficiency with technologies such as word processing, Google Suite (Docs, Forms, Sheets), database, spreadsheet and presentation tools
Knowledge of and experience using various social media platforms such as Facebook, Instagram, etc.
Direct experience working in/with an academic learning center
Direct experience with student management/case management systems, scheduling and intake processes/software for academic support programs in a two or four-year higher education institution
Direct experience hiring, training and supervising undergraduate students
Background Screening Statement:
A background check will be required.
Special Instructions to Applicants:
Upload a cover letter and a resume.
For best consideration, apply by October 20, 2023. This position will remain open until filled.
If you require a reasonable accommodation for a disability for any part of the employment process, please contact the Human Resources Department at 410-455-2337 or MD TTY Relay Service 1-800-735-2258 between 8:30 a.m. and 4:00 p.m. Monday through Friday.
As required by the 1986 Immigration Act, be prepared to present acceptable documentation upon hire showing your identity and that you are a U.S. citizen or an alien who is authorized to work.
UMBC is a dynamic public research university integrating teaching, research and service to benefit the citizens of Maryland. As an Honors University, the campus offers academically talented students a strong undergraduate liberal arts foundation that prepares them for graduate and professional study, entry into the workforce, and community service and leadership. UMBC emphasizes science, engineering, information technology, human services and public policy at the graduate level. UMBC contributes to the economic development of the State and the region through entrepreneurial initiatives, workforce training, K-16 partnerships, and technology commercialization in collaboration with public agencies and the corporate community. UMBC is dedicated to cultural and ethnic diversity, social responsibility and lifelong learning.