Student Ombudsman Case Coordinator (Student Services Professional II)
About The Position
The Office of the Student Ombuds at San Diego State University is hiring a Student Ombuds Case Coordinator to help students navigate academic, administrative, financial, enrollment, housing, grade appeal, and other University-related concerns. Under the direction of the Student Ombuds, this student-facing role provides information, referrals, case coordination, and follow-up while helping students understand University policies, procedures, resources, and available options. The coordinator helps organize and advance student cases from intake through follow-up. The role gathers relevant information, prepares case documentation, explains established University processes, coordinates referrals and communication, and supports informal resolution efforts. It provides exposure to conflict resolution, student advocacy, University policies, administrative processes, and campus services, while contributing to fairness, transparency, and constructive communication across the University. The position is full-time, benefits eligible, and temporary, with an anticipated end date of June 30, 2027, and the possibility of reappointment. Standard work hours are Monday through Friday, 8:00 a.m. to 4:30 p.m., though they may vary based on operational needs. The position is eligible for telecommuting up to one day per week after a training period requiring on-site presence. It is exempt under FLSA and not eligible for overtime compensation.
Requirements
- Equivalent to graduation from a four-year college or university in behavioral sciences, public or business administration, or a job-related field; additional specialized experience may substitute for required education on a year-for-year basis.
- Typically, the required knowledge and abilities are demonstrated through the equivalent of two years of professional experience in a student services program area or related field. A master's degree in a job-related field may substitute for one year of professional experience.
- Working knowledge of student services practices, program operations, research methods, interviewing techniques, and individual and group behavior.
- Experience interpreting and applying program rules, University policies, procedures, grievance processes, and student resources.
- Sound judgment and discretion when handling sensitive, confidential, and emotionally difficult student concerns and records.
- Knowledge of conflict resolution, mediation, interviewing, and student advising practices.
- Experience maintaining a neutral and impartial approach when gathering information, explaining options, facilitating communication, and supporting resolution.
- Strong communication and collaboration skills when working with students, faculty, staff, administrators, and campus partners from diverse backgrounds.
- Experience preparing clear case notes, correspondence, summaries, reports, and presentations using case-management systems and other technology.
Nice To Haves
- Master’s degree from an accredited college or university in counseling, higher education, student affairs, or a job-related field.
- Experience working with students and parents in an ombuds or similar student services environment, including working with a student grievance process.
- Experience advising and/or counseling underrepresented, low-income, and first-generation college students and working effectively with students from diverse backgrounds.
- Familiarity with Maxient or a similar case-management system.
Responsibilities
- Support the Student Ombuds with case coordination, fact-finding, communication, problem-solving, conflict coaching, and informal resolution efforts.
- Meet with students to understand their concerns, clarify goals, and provide individualized guidance, referrals, and follow-up.
- Gather and evaluate information through interviews, records review, and communication with appropriate campus partners.
- Explain established University policies, procedures, grievance processes, student rights, responsibilities, and available resources.
- Maintain accurate, timely, and confidential case records; prepare case notes, correspondence, summaries, reports, and program data.
- Coordinate with faculty, staff, administrators, campus departments, committees, student organizations, and community partners to support communication and timely resolution.
- Develop and support presentations, workshops, outreach activities, website content, and educational materials related to student concerns, conflict resolution, University processes, and campus resources.
Benefits
- 15 paid holidays, vacation, and sick leave.
- CalPERS pension plan with retiree healthcare and reciprocal agreements with other California public retirement systems, including the UC.
- Medical, dental, and vision options at low or no cost.
- CSU tuition fee waiver for employees and eligible dependents.
- Optional FlexCash, life and disability insurance, legal plans, and pet plans.
- Access to the library, campus events, employee groups, and volunteer and social activities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
