Triage Specialist

Dallas College•Richland, WA

About The Position

This is a blended position responsible for duties within Student Success for credit and non-credit students. In this role, triage specialists assist students with trouble shooting barriers for Student Success areas such as, but not limited to, admissions, college coaching, financial aid, and success coaching. The focus is to provide guidance for students while they are navigating their Dallas College academic journey. The position promotes a warm hand off and provision of wrap around services while addressing student inquiries.

Requirements

Knowledgeable of the purpose of community colleges and the vision of Dallas College.
Have a working knowledge of admissions, records, advising, recruitment, and financial aid to be able to advise students on their next steps.
Must adhere to strict confidentiality guidelines.
Experience in working with student success programs.
Be able to accurately advise students about the steps and requirements from being a prospective student to a registered student.
Advanced knowledge of computer technology and software applications to conduct various enrollment processes including Microsoft Office, Outlook, Student Information Systems (SIS), Microsoft Teams, etc. May be asked to serve students virtually.
Ability to work as part of a team and be flexible to contribute to the success of the College community.
Must demonstrate an ability to establish and maintain cooperative working relationships with a variety of individuals (middle & high school students, parents, adult learners, and community members).
Able to assist students with admissions and other enrollment requirements.
Demonstrated oral and written communications skills.
Strong knowledge and experience providing effective customer service.
Excellent interpersonal skills and the ability to communicate effectively, verbally and in writing, complex ideas, and information to a variety of stakeholders/constituents within the Dallas College community network related to career and academic requirements.
Ability to respond meaningfully to the needs of individuals with respect and sensitivity.
Ability to prioritize assignments and adhere to timelines/deadlines.
Ability to adjust to change and work in a professional environment.
Demonstrated understanding of the educational, cultural, and social needs of a diverse student population.
Knowledge of the key interactions between the functions of Student Success (Admissions & Registrar) and Academic Affairs (Curriculum & Instruction).
Ability to interpret, articulate, and implement various regulations, policies, and procedures pertaining to Admissions to ensure compliance with Dallas College state and federal requirements.
Proactive self-starter.
Associate degree or higher.
Two (2) years of experience in customer service; higher education setting with demonstrated experience in admissions and/or records preferred.
Official transcript will be required.
Ability to work extended hours beyond the regular 8:00 a.m. - 5:00 p.m. workday.
Will be subject to a criminal background check.
Some positions may be subject to a fingerprint check.

Nice To Haves

Bilingual or multilingual skills preferred

Responsibilities

Provide effective triage support for prospective and current students at Dallas College, ensuring their questions are answered efficiently and that they are directed to the appropriate support areas.
Provide instructions on accessing support services, including any online portals or contact numbers.
Guide students through the process of signing into the appropriate student queues.
Provide instructions for using any online appointment systems or chat services available.
Review and analyze required supporting documents to process actions and appropriately update the College’s Student Information System.
Provide general information to students regarding numerous topics including admissions and enrollment, residency, Texas Success Initiative, English as a Second Language programs, international students, general student services (including advising and financial aid).
Provide front-counter and/or virtual support.
Ensures that appropriate and timely follow-up is made with applicants as they move through the enrollment process.
Provide support of retention efforts in collaboration with the entire College community.
Maintain effective communication between students and college personnel within the college and external community stakeholders.
Utilize technology to access date, maintain records, generate reports, and communicate with others.
Completes required Dallas College Professional Development training hours per academic year.
Performs other duties as assigned.