Triage Specialist, Success Coaching Program in Academic Advising

TheSuccess Coaching Program in Academic Advising (SCAA) at Johns Hopkins University seeks a dedicated and detail-oriented Triage Specialist, Success Coaching Program in Academic Advising. As part of a broad initiative to support talented and motivated first-generation and/or limited income (FLI) students, the Success Coaching Program in Academic Advising (SCAA) was established at Johns Hopkins University in 2019. The SCAA team comprises Academic Advisors/Success Coaches (AA/SCs), utilizing an appreciative, strengths-based advising model to increase retention, completion, engagement, satisfaction, and social mobility among FLI students. In their role, AA/SCs assist students with all academic advising-related duties (e.g., course registration, academic strategies, selecting majors and minors, and developing post- graduation plans and troubleshoot academic problems, monitor academic progress and academic standing, and advise on policies and procedures) and support each student with success coaching focusing on student's academic and professional interests as well as their overall well-being.

The primary duties of the Triage Specialist(s) for SCAA will be to support the retention and academic persistence of high-priority FLI students in SCAA by tracking and resolving pending student service-related inquiries, referrals, and processes. As a point of contact between the student, the student's AA/SC, and in collaboration with student service-related offices (e.g., student accounts, student financial services, Student Enrollment and Account Management (SEAM), Student Disability Services, and other similar offices). Triage Specialists for SCAA will advocate for high priority FLI student needs and concerns by serving as a liaison between Academic Advisor/Success Coaches, their students, and relevant offices providing university student services (e.g., student accounts, student financial services, Student Enrollment and Account Management (SEAM), Student Disability Services, and other similar offices).

Triage Specialists will work with high-priority FLI students enrolled in the Krieger School of Arts & Sciences and the Whiting School of Engineering. The Triage Specialist(s) will report to the Senior Director of SCAA. The position is currently hybrid, requiring 3 days in the office and 2 days working from home.

Specific Duties & Responsibilities

• Work collaboratively with Academic Advisors/Success Coaches, high-priority FLI students, and university student services offices to create a seamless support network for students.
• Monitor and track follow-up for high-priority FLI student cases by coordinating closely with various units, including student accounts, student financial services, SEAM, Student Disability Services, and other similar offices.
• Communicate and document regularly with Academic Advisors and Success Coaches to ensure proper triaging, management, and documentation of high-priority FLI student cases.
• Create weekly student case reports/follow-up for SCAA leadership.
• Utilize various communication channels, including email, text message, phone, and virtually, to reach students and university student service offices and disseminate relevant information about the next steps.
• Maintain open and effective communication channels with and between Academic Advisor/Success Coaches, students, and university student services offices (e.g., student accounts, student financial services, SEAM, Student Disability Services, and other similar offices).
• Onboard and assist high-priority FLI students returning from leave of absence(s) in collaboration with the Academic Advisor/Success Coaches.
• Respond promptly to student inquiries, emails, messages, and requests for assistance about pending referrals/student services.
• Serve as a resource for high-priority FLI students navigating processes and systems.
• Liaise between high-priority FLI students and Academic Advisors/Success Coaches to ensure timely, efficient response, tracking, and follow-up.

• Attend training sessions to enhance skills and knowledge on student processes, guidelines, and systems.

Knowledge, Skills, and Abilities

• Must be able to work independently as part of a collaborative team, make decisions, exchange information clearly, and effectively problem solve.
• Excellent organizational and communication skills, both oral and written.
• Demonstrated capacity to work effectively with people from diverse backgrounds and to foster sensitivity to diversity and an inclusive campus and community culture.
• Ability to respond meaningfully to the needs of individuals with respect and sensitivity.
• Ability to prioritize projects and adhere to timelines/deadlines.
• Demonstrate ethical conduct and professionalism.
• Ability to use independent judgment and discretion.
• Ability to interpret policies, procedures, and guidelines.
• Learn and acquire knowledge and/or have familiarity with university student services' policies, procedures, and practices, with the ability to answer work-related questions.
• Strong interpersonal and customer service skills.
• Ability to participate as a team member and understand and interpret rules and regulations.
• Ability to adjust to change and work in a decentralized environment.
• Ability to use independent judgment and discretion.
• Proactive self-starter.
• Ability to analyze complex issues, manage multiple priorities, and respond proactively to address personal problems.
• Ability to use appropriate judgment when dealing with sensitive issues.
• Proven ability to cultivate trust and credibility with colleagues and to build positive and effective relationships.

• Bachelor's Degree.
• Three years of related experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond HS Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.

• Master's Degree (preferred) in counseling, Higher Education Administration, social work, or similar fields.
• Working knowledge of relevant state and federal laws, including FERPA, HIPAA, ADA, and Title IX.
• Ability to work with and assist others in navigating complex systems.
• Passion for supporting a program for first-generation and/or limited-income students.
• Utilize current College and/or department information technology, including Microsoft Office, Outlook, Student Information Systems (SIS), Starfish, Zoom, and Microsoft Teams.
• Experience in student affairs, retention, outreach, or a related field.
• Experience in student development/engagement, academic advising, early alert intervention, and working with high-risk students from diverse backgrounds.
• Experience working in non-clinical case management or similar student support services in higher education.
• Experience with data collection and analysis, and the ability to utilize data to support and inform the work of an office.
• Knowledge and experience managing holistic advising, assessment, academic and student affairs collaborations, diversity, identity, and inclusion.
• Demonstrated success working with individuals with varied backgrounds is preferred. Demonstrated success working with first-generation students, or students from limited-income families, is required.

Classified Title: Student Life Administrator
Job Posting Title (Working Title):Triage Specialist, Success Coaching Program in Academic Advising
Role/Level/Range: ACRP/04/MC
Starting Salary Range: $48,000 - $84,100 Annually (Commensurate w/exp.)
Employee group: Full Time
Schedule: Hybrid 3 days in person, 2 remote. 8:30am-5pm; some evenings and weekends may be required
FLSA Status:Exempt
Location:Hybrid/Homewood Campus
Department name: Center for Student Success
Personnel area: University Student Services