Assistant Director, Student Support & We Care

Northeastern University • Boston, MA

1d • Onsite

About The Position

About the Opportunity Summary The mission of the We Care program is to support any learner who experience difficulty maintaining academic progress due to personal challenges or external obstacles. We Care provides assistance to learners by providing resources, referrals and guidance to help the learner overcome the difficult circumstances. He/she/they will be responsible for data analysis, reporting and documenting of We Care services including walk- in’s , phone calls, and emails to We Care. This role serves as the primary point of contact for efforts surrounding basic need insecurities, efforts around underrepresented populations and wellness initiatives for the department, including food and housing needs. He/She/They will be responsible for working with Dining Services and related student groups for the ongoing development and management of the Swipe 2 Care program. He/She/They will liaison with various offices and student groups based in Boston and throughout the global campus structure to support efforts surrounding basic need insecurities, including gather ing , updat ing and maintain ing accurate information on the department website and social media outlets. This position carries significant responsibility because of the time sensitive information that must be accurately conveyed to all customers. This is a highly visible position requiring constant customer contact via telephone, e-mail and in-person visitors, and the ability to provide assistance to the point of problem resolution. Reporting to the Director of Student Support Services & We Care, this person will provide the necessary assistance related to student services concerns so that the need to refer the client to another staff person/department will be minimized. Additionally, this position requires significant interaction and collaboration with constituents such as Academic Advising, Disability Access Services, Housing and Residential Life, Northeastern University Police Department, Off Campus Engagement and Support, Network Housing and Relocation , Office of Global Services, Registrar, Student Financial Services, and University Health and Counseling Services . This role is an on-campus posit ion . In the absence of the Director and Associate Director for Student Support, the Assistant Director will be expected to be available by phone after hours and available some nights and weekends as needed.

Requirements

• Knowledge and skills typically acquired through completion of a Master's degree in Student Personnel or related field or, equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achie ved.
• Minimum two years' ex perience in a College/University setting or related field.
• Customer Service Skills: Professionalism; diplomatic; reliable and consistent service; ability to assess problems and customer needs; Able to handle difficult customers and situations.
• Must demonstrate diplomacy and sensitivity in working with confidential matters.
• Sound judgement and analytical skills; attention to detail with a high degree of accuracy and follow through.
• conflict mediation skills; able to work as a part of a team
• Strong Communication and Public Speaking Skills: Ability to communicate information to large groups of parents and students at Orientation and Admissions Open House presentations; listens well; good verbal and written skills, including the ability to proofread publications and other written materials.
• Knowledge of PCs, Word, Excel, Windows applications and website maintenance and development.
• Functional use of database applications preferred .

Nice To Haves

• Some training and development experience preferred
• Some experience with housing database systems .

Responsibilities

• Case Management and Service Delivery: Advise to all learners across a large number of areas including but not limited to financial, academic, personal, registration and medical and behavioral health needs.
• Trainings & Program Development: Assist in identifying new services and enhancing current programs, including developing and implementing We Care workshops for faculty, staff, and students.
• Assessment, Data Tracking and Reporting: Provide ongoing monitoring of the assessment data to ensure collection of useful information, identification of best practices, and advancement of continuous improvements.

Benefits

• Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees