Director, Zip Assist

University of Akron•Akron, OH

10d•$70,000 - $75,000

About The Position

The Director provides leadership and administrative oversight for the ZipAssist office, a student advocacy and support office designed to help students persist through intervention, education, and resources. The Director supervises full-time staff and supports the management of office responsibilities, while providing guidance to students, parents, faculty, staff, and colleagues on student wellness, policies and procedures, ZipAssist programs, and campus and community resources. The role oversees the Help-A-Zip early alert referral program and guides the unit’s vision while monitoring case management and student progress toward degree completion and success. The Director leverages campus relationships to help students navigate financial hardship, mental health concerns, and academic matters. Oversight also includes related programming, services, and partnerships such as Cupboard, Parent & Family Relations, Off-Campus Living & Commuter Resources, textbook assistance, OhioReach, childcare assistance, financial literacy education, and the Simmons Hall welcome desk. Working with campus colleagues—including the Dean of Students, Title IX, Counseling, CARE Team, UAPD, Student Conduct, and Residence Life and Housing—the Director provides triage, immediate intervention, and ongoing student support. The Director hires, trains, and supervises full-time staff, interns, and student employees; manages grant- and donor-funded programs such as emergency financial assistance/aid (SEFA); and ensures that case-management and financial-support records are maintained in compliance with University policies. The Director leads case management, outreach and programming, and office operations. Responsibilities include assessing service effectiveness, developing programming and partnerships, delivering trainings and presentations, analyzing outcomes, overseeing budgets and projects, reviewing business processes for consistency and compliance, and maintaining knowledge of campus policies and applicable laws including FERPA, Clery, Title IX, and Colin’s Law. The position requires a relevant master’s degree and at least five years of progressively responsible post-graduate experience in student services, higher education, social work, or a related education or case/client/service management environment. The salary range is $70,000–$75,000 annually, commensurate with experience. Work performed as a University employee is expected to be performed in Ohio.

Requirements

Relevant master’s degree in higher education, education, organization leadership, communication, social work, or another relevant field.
At least five years of progressively responsible post-graduate experience in college or university student services, higher education, social work, or another relevant education or case/client/service management environment.
Exceptional customer service skills.
Strong communication and management skills.
Relational database capabilities.
Ability to maintain compliance with university, federal, and state rules and regulations.
Project or program management experience.
Prior supervisory or leadership experience and proven work experience as a team leader or supervisor.
Ability to encourage creativity, new program development, and risk-taking, and to create an inspiring team environment with open communication.
Strong interpersonal, communication, crisis response, and conflict management skills.
Skills important to success include empathy, active listening, public speaking, project management, collaboration, personnel management, critical thinking, decisiveness, consistency, initiative, attention to detail, and innovation.

Nice To Haves

Proven success in a higher education student support services role, such as advocacy, basic needs, financial aid, academic advising, or mentorship programs.
Mental Health First Aid certification or another relevant mental health certification.
Experience in personnel resource management, training, or professional coaching.

Responsibilities

Lead the ZipAssist office and guide the vision and strategic development of the unit.
Manage a small caseload and oversee Help-A-Zip case management involving mental health, basic needs, financial hardship, and academic concerns.
Assign, delegate, and manage student concerns, and lead staff in providing remedies and guidance.
Oversee ZipAssist education, outreach, referrals, partnerships, and student-success programming; monitor activities and address problematic scenarios.
Develop programming to expand access to ZipAssist services and collaborate with campus and community contacts.
Create relevant materials and facilitate trainings and informational presentations.
Use assessment tools and data analysis to evaluate outcomes and meet unit goals and objectives.
Supervise, hire, train, and provide daily direction to full-time professional staff, interns, student assistants, and other assigned workers.
Oversee office operations, budgets, project management, program development, and training.
Review business processes regularly to ensure consistency and regulatory compliance, and create or revise unit documentation as needed.
Manage grant- and donor-funded programs, including emergency financial assistance/aid (SEFA).
Ensure the team maintains detailed case-management and financial-support records in compliance with University policies.
Support students, faculty, administrators, and staff in navigating campus processes.
Work with campus partners to provide student triage, immediate intervention, and ongoing support.
Maintain a thorough understanding of campus policies and applicable laws, including FERPA, Clery, Title IX, and Colin’s Law.
Respond to inquiries and appeals professionally, judiciously, and prudently.
Recommend updates to academic policies or University rules when they may interfere with student well-being, academic progress, or completion.
Carry out other assigned duties.