Contact students regularly and proactively through virtual meetings, phone, text and email to provide support through tools, resources, services, encouragement, positive reinforcement, and student accountability to ensure smooth transition into the program and throughout the lifecycle of student.
Uses student information system, customer relationship management system and reporting for timely completion of assigned tasks and documents outreach
Completes telephone or other forms of outreach throughout the student lifecycle to complete prescribed new student welcome calls, orientation preparation, course progress check-ins, at-risk advising, graduation preparation, and other contacts based on established job aids.
Offers comprehensive support to students, seeks to resolve concerns or issues and escalates to the Academic Manager when appropriate
Supports on-ground*, remote, or online student events for the program vertical, such as virtual orientation webinars, student engagement activities and graduation recognition events.
Acts as a programmatic expert for assigned program vertical, to include knowledge of Admissions requirements, program core and non-core courses, special equipment or technology requirements, high risk courses, specific satisfactory academic progress policy requirements for the program, and any special certifications, exams or tests required to successfully complete the program
Acts as a resource/amenities expert and can describe detailed information on accessing and using said resources; demonstrates follow through with at-risk students on using resources or amenities as prescribed in advising appointments, such as counseling, tutoring, online library, and other tools available to students within the program vertical.
Conducts regular one-on-ones with each manager to review program vertical goals, performance, job satisfaction, and needs and makes recommendations to support manager and team success.
Executes on strategies developed to support programmatic retention, such as communication campaigns and student events and activities as determined by the department
Completes departmental training to include cross-functional training opportunities as required/necessary (i.e. Academics, Admissions, Financial Aid, LMS Administration, Registration).
Attends and participates in team and organizational meetings as required and provides recommendations for improvement based on interactions with students and key observations in role.
Participates actively in one-on-one meetings with manager and executes on management recommendations for success
Participates in annual review as defined by Unitek Learning requirements
Handles and documents confidential student information in a professional manner and in compliance with FERPA regulations.
Demonstrates knowledge of policy, procedures, and accreditation requirements to support student success and compliance within programs.
Other duties as assigned.
Key Indicators of Success:
Meets or exceeds the accrediting body retention standards for the assigned student population, while collaborating with Academics to achieve monthly attrition rate goals.
Provides compliant documentation demonstrating that assigned students are receiving academic, student, and professional guidance throughout lifecycle of program
Meets department/vertical engagement goals with assigned student population.