Assistant Director, Student Support & We Care

We Care Program Assistant

The mission of the We Care program is to support any learner who experiences 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-ins, 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 gathering, updating, and maintaining 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 position. 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.

Qualifications

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 achieved. Minimum two years' experience 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.

Knowledge of PCs, Word, Excel, Windows applications and website maintenance and development. Some experience with housing database systems required. Functional use of database applications preferred.

Responsibilities Include :

• 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.

Student Services

Northeastern University considers factors such as candidate work experience, education, and skills when extending an offer.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade / Pay Type : 107S

Expected Hiring Range : $52,820.00 - $74,607.50

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.