About CCRI:

Job Summary:

Duties and Responsibilities:

• Demonstrate a commitment to the philosophy and mission of a comprehensive community college
• Work collaboratively in a diverse, inclusive and student-centered environment, with students of various learning styles, cultures, identities, and life-experiences
• Work collaboratively with others and provide quality customer service in a diverse and inclusive environment

• Leader of a team of Student Success Coaches (SSC) responsible for SSC performance accountability, stewardship of resources, and professional development in alignment with goals and objectives
• Collaborate with Director to set clear expectations about goals of advising and the specific steps that staff should take to achieve student experience and success operational results
• As subject matter experts, interpret policies, train SSC on practice and problem-solving, and exercise judgement with defined policies and procedures to determine appropriate action
• Participate in approved ongoing training and professional development
• Contribute to ongoing SSC training and professional development within the Advising Center
• Active service on College and department level committees that supports Advising Center goals and objectives
• Lead team in facilitating projects, programs, and initiatives that support the Advising Center
• Manage day-to-day team operations of the Advising Center
• Use data and related technologies, and conduct analyses to monitor team progress, individually and as a group, with key priorities and goals (e.g., weekly, term, annual)
• Continuously measure and monitor student feedback, the quality of student interactions and engagement, and advising accuracy and thoroughness of the team
• Standardize the support provided by Coaches (e.g., outreach modes and frequency)

• Accurately document, maintain, and track student interactions, information, and progression through CCRI systems such as Banner, Starfish, Argos Reports, and CRM.
• Act as a liaison by assisting with administrative processes to include registration, degree planning, payment and financial aid options, and act as a liaison between students and other departments. Assists students, individually or in groups, with College Scheduler class registration, Satisfactory Academic Progress workshops, etc.
• Monitor and outreach to students, intervene early with students and assist students through the satisfactory academic progress process. Assist students with financial aid appeal package completion; review documentation, make appeal decision and complete decision documentation. Establish and monitor educational plan for students with approved appeals.
• Possess thorough understanding of CCRI knowledge, policies, procedures, systems to effectively and accurately guide and coach students with situation applications and self-service usage.
• Maintain a mastery of advising content knowledge for academic programs.
• Maintain basic knowledge of federal and institutional policies and regulations pertaining to Federal Title IV, RI Promise, payment plans, and billing system by participating in ongoing internal and external training.

• Be highly visible and dynamic through interactions with students by phone, video conferencing, text, and email on a regular and consistent basis.
• Manage and coach assigned students from first class start to degree completion through proactive service and outreach.
• Communicate directly with students to resolve current account balances using a high level of customer service and problem-solving skills to prevent interruption to their program.
• Provide options to students regarding all payment options and guide students through the steps of the financial aid process.

• Proactively develop and maintain relationships with students by establishing rapport and trust, educating them on CCRI programs and services, academic requirements and preparing them for academic success.
• Employ a holistic advising approach that allows for in-depth conversations with advisees, while establishing roles of trust, and allows for effective referral of students to available resources.
• Guide students by engaging in a consultative dialogue based on student needs, motivations, career and educational goals; presenting information in a professional, articulate, and confident manner.
• Inspire, coach and advise assigned population of students on their program, learning environment, administrative and registration processes, and potential life issues such as time management, academic challenges and study skills through graduation.

• Provide and educate students with available tools (e.g., Degree Works) and resources (e.g., Tutoring) by anticipating needs through consultative conversations.
• Provides students with an introduction to support services, technologies, and required actions (e.g., Verification of Enrollment, Drop for Non-Payment, etc.) to support self-service behavior and success.
• Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking and other records being sent to CCRI.

• Contribute to individual, team, and department goals on a daily, weekly, monthly basis to ensure student success goals are met. Demonstrate high quality customer service throughout all student interactions.
• Participate in recruitment activities and student retention initiatives including attending virtual and/or onsite open house events, information sessions, webinars, and other events as requested to offer guidance.

Minimum Requirements:

• Master's degree
• Demonstrated knowledge or experience in the areas of project management, performance management, and applied data analysis
• Demonstrated relevant work experience providing outstanding customer service
• Demonstrated excellent time management skills, high learning agility, creative problem solving, interpersonal, oral and written communications, and presentation skills, with strong attention to detail and accuracy
• Demonstrated proficient computer skills including Microsoft Office, Internet applications, and database software

Competencies:

• Bilingual in English and Spanish preferred

Campus Location: Primarily located at the Newport County Campus

Full-time/Part-time: Full-Time

Salary Range: Anticipated starting salary: $61,910

Special Instructions to Applicants:

EEO Statement:

CCRI prohibits students, employees, contractors, volunteers, and visitors (collectively,

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About Community College of Rhode Island

The Community College of Rhode Island is the states only public comprehensive associate degree-granting institution. We provide affordable open access to higher education at locations throughout the state. Our primary mission is to offer recent high school graduates and returning adults the opportunity to acquire the knowledge and skills necessary for intellectual, professional and personal growth through an array of academic, career and lifelong learning programs. At CCRI, we are committed to building an inclusive and diverse campus community. We strive to hire and retain culturally competent faculty and staff members who reflect the demographics of our state and our increasingly diverse student population. We believe that our diversity is our strength. We celebrate, support and thrive on the diverse experiences, backgrounds, and perspectives that are represented across our four campuses. We are OneCCRI, working together to prepare learners to achieve their highest potential. To learn about what employees value at CCRI and what it means to work here, please read about our Guiding Principles and watch videos of our employees doing what they do best: https://www.ccri.edu/equity/culture/guidingprinciples.html

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