Job Description
Job Summary
The Student Success Coach serves as a liaison for students in need of assistance, facilitating connections with the appropriate departments. The Coach provides life skills coaching, academic counseling, new student academic advising, and registration services, offering comprehensive support to students. The committed staff strives to cultivate trusting relationships with students, addressing a variety of needs. The Success Coach is designed to support student transition, persistence, and completion.
Nature of Work
The Student Success Coach guides students from admission to the college through to completion. The Coach is tasked with administering Accuplacer testing, offering life skills coaching, and making referrals for enrolled students. Additional responsibilities include new and readmitted student academic advising and registration including course evaluation, and Banner records management. Job responsibilities require excellent interpersonal, written, and verbal communication skills, as well as the ability to relate to a diverse population of students and staff in an informative, empathetic, and effective manner. Provides comprehensive customer service in a high volume, fast paced and challenging work environment. Coaches must multi-task, handle challenges as they arise, exercise sound judgement, and apply critical thinking skills. Work is performed under limited supervision, working within existing practices, established policies, and guidelines. Problems faced in this position are highly varied, complex, and often non-recurring, which may require novel and creative approaches to resolution. While primarily limited to the application of standardized or accepted practices, decisions may affect the operations of the department.
Distinguishing Characteristics
Performs other functions as required or assigned. Also complies with all Policies and Standards.
Summary of Responsibilities: This role functions as a student support generalist and liaison, overseeing the overall customer service experience. The position provides student support referrals and is actively engaged in delivering a range of services tailored to individual student needs. These services include providing basic academic advising, new and readmitted student registration, life skills coaching, acting as a liaison to connect students with other departments or services, and making agency referrals, as necessary.
Duties and Responsibilities
- Works collaboratively with assigned students as part of their coaching assignment, offering support from admission to the college throughout their tenure at New River CTC.
- Supports prospective students in the absence of recruitment personnel and conveys inquiry information to Advancement & Recruitment Specialists through email or by having students complete an online request for information form.
- Offer general program academic counseling and advising to new and readmitted students (previously attended). The coach will help facilitate the connection of those seeking a Select Admission program or other limited enrollment programs with their respective departments.
- Acts as a liaison to help students connect with other college departments or support resources, including their Academic Advisor, Student Accounts, Financial Aid, Registrar's Office, Veteran's Services, ADA coordinator, etc. Gathers information from students to understand and evaluate individual circumstances, interpreting relevant policies, procedures, and guidelines to determine the most appropriate course of action.
- Engage with students through various channels, including in-person interactions, email, text, telephone communication, walk-in, and Zoom. Answers and responds through the E451 online platform.
- In the absence of campus secretarial support, or reception, forward student supporting documentation to admissions and/or financial aid.
- Offer life skills coaching to students to help them overcome barriers to college, providing necessary referrals. Assist students in making decisions that incorporate effective strategies to address challenges while ensuring accountability.
- In charge of administering placement testing, which involves advising students on their score placement, entering scores, and delivering test results to both the student and the Office of Admissions for the student file. Review submitted high school transcripts (within 5 years from date of admission) to qualify students for Multiple Measures.
- May conduct workshops on campus for the general student population, focusing on subjects related to the services offered by the Student Success Center, as directed by the supervisor. Additionally, the supervisor may require attendance at both on and off-campus workshops, conferences, webinars, seminars, etc. Participation in training and professional development may be assigned.
- Assist with in-seat (or other method) College Orientation by presenting Student Success Coach information and services provided.
Other duties as assigned.
Professional Development Compliance training is to be completed routinely and in a timely manner. (College Computer Security, QPR certification where applicable, etc.
Participate in additional professional development opportunities through LinkedIn Learning and professional organization affiliations.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Skills/Abilities
- Excellent computer skills (Database entry, Outlook 365, Excel, Banner database, Microsoft Word, and the Internet)
- Exceptional written and verbal communication skills demonstrated both in face-to-face interactions and in written communication.
- Life coaching, academic counseling, basic academic advising and registration
- Strong organizational skills with attention to detail
- Critical thinking skills
- Cultural competence and awareness
- Ability to multi-task in a fast-paced challenging environment providing comprehensive customer service
- Tactful oral and written communication skills
- Knowledge of general office procedures and practices Knowledge of college policies and procedures
Education
Bachelor's Degree - Counseling, Social Work, Behavior Science or related field - Required.
Master's Degree - Preferred
Experience
In addition to the knowledge/education, the following related work experience is typically required, for this position. An equivalent of education and recent, related experience may be acceptable.
Experience in one or more of the following areas: Advising, counseling, retention, recruitment, admissions, student services, student success or related area.
Recent and related higher education experience may be given preference
Expectations
Employees are expected to adhere to the Mission, Values and Vision of the College. Each employee's position has attributes that contribute to the achievement of these goals.
MISSION
New River Community and Technical College provides accessible, affordable, quality education and workforce programs to meet the needs of the region it serves.
CORE VALUES
Shared values guide New River Community and Technical College in fulfilling its mission. These values influence thoughts, guide decisions, mold policies, and determine courses of action. New River CTC employees will demonstrate these values in our daily work and help instill them in our students.
RESPECT Promote a culture of belonging.
Recognize and celebrate the unique contributions and perspectives of all individuals.
Involve a diverse range of voices and perspectives in decision-making.
Ensure everyone feels they are an integral part of the College.
HONESTY Communicate openly and truthfully.
Take responsibility for one's actions.
Provide accurate and transparent reporting of data.
Make decisions based on ethical principles.
EDUCATION Encourage and support a culture of continuous learning.
Facilitate the sharing of information.
Offer access to a diverse range of educational resources.
Encourage curiosity.
Regularly assess educational programs supporting services.
Cultivate a workforce of knowledgeable, competent, and skilled leaders.
COMMUNITY Actively engage with local community
Partner with local businesses, organizations, and non-profits.
Meet the educational needs and interests of the local community.
Encourage and facilitate civic engagement among students, staff, faculty, and administration.
VISION
New River Community and Technical College will improve students' lives and will enrich communities as an increasingly integral part of the educational and economic landscape of southern West Virginia.
Primary home campus is the Mercer County Campus, with services also provided at the Advanced Technology Center in Ghent weekly. Travel to and from campuses is required, with transportation provided.
This description does not state or imply that the duties listed are the only duties to be performed by the position incumbent. Justification for information provided in the job description may be requested. Employees are required to follow job-related instructions and perform other job-related activities assigned by their supervisor.
All requirements are subject to possible modification in order to provide reasonable accommodation for individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, students, other employees, or the general public. NewRiver
Job Tags
Work experience placement, Local area,