Position InformationJob Title One-Stop Coordinator Team Lead
Position Number 315690 Requisition Number B08216 Position Type Administrative Class Code 9972 Time-limited through N/A Type of Appointment Full-Time Faculty Position Sub-Type N/A Length of Appointment N/A Internal Recruitment? No Working Hours 8:00am - 7:00pm varies Department One Stop Student Services Organization ENROLLMENT SERVICES Division Academic Affairs - DIV College N/A Approved Hiring Salary Range Up to $40,000.00 commensurate with experience Pay Basis Annually Equal Opportunity
In 2020, the University of North Florida (UNF) received the prestigious INSIGHT Into Diversity magazine Higher Education Excellence in Diversity (HEED) Award, the only application-based national award for U.S. colleges and universities that exhibit an outstanding commitment to diversity and inclusion across their campuses. In addition, UNF ranked highest among the HEED institutions and was recognized as a 2020 Diversity Champion.
The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida is an Equal Opportunity Employer and does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, gender identity/expression, sexual orientation, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.
UNF is a Carnegie Community Engaged Institution. This designation celebrates the University's collaboration with community partners from the local to the global level. It reflects UNF's mission to contribute to the public good and prepare educated, engaged citizens.
The University of North Florida promotes the quality and effectiveness of education and strives to maintain the highest standards of academic excellence in all phases of instruction, research/scholarship/creative activity, and service.
General Description / Primary Purpose
The One-Stop Coordinator Team Lead, under the direction of an Assistant Director or above, assists in the design, development and implementation of departmental processes and/or programs. Recommends policies and procedures to ensure effective coordination of departmental programs.
Assume a lead role in counseling and advising on complex issues and problems. Serve as expert on institutional, state, and federal policies related to Enrollment Services functions, primarily financial aid, records and registration, and admissions. Research and resolve complex issues in these areas that require external support from other business units. Serve as an internal resource on the team to help with interpreting complicated policy matters and escalations/supervisor requests. The Team Lead will have privileged user access to certain resources such as OSFA, Parchment, or modules within Banner or OnBase to support the Coordinator I's. The Team Lead will exercise authority to execute changes to business practices or procedures on-the-spot when necessary to ensure that service levels are satisfactory and standard business operation continues.
Works on one-time key assignments and assumes responsibilities for reoccurring tasks essential to One-Stop's business operation. This includes special duties related to the needs of each contact area (lobby, phones, email, etc.) and the successful management of Coordinator I's (e.g., creating weekly schedules, collecting and reviewing performance data, creating and maintaining scripts and/or templates for Coordinator use, providing specific training for technology and tools, etc.). The Team Lead will collaborate with the Director/Associate Director/Assistant Director on solutions and improvements to their areas of responsibility. The Team Lead will also be given unique assignment or ongoing special projects by the Director/Associate Director/Assistant Director to support the One-Stop operation (e.g., generating and preparing traffic reports for review, conducting survey follow- up, etc.). The Team Lead oversees mentorship of assigned new Coordinators, ensuring that mentor and mentee relationships are established and productive. The Team Lead may be called upon to act as presenter for campus functions including but not limited to orientation, open houses, special campus tours, etc. Will serve on university committees where One-Stop representation is required as determined by the Director/Associate Director/Assistant Director. Will serve as liaison to partner units, attending regular meetings for updates and interdepartmental collaboration. Responsible for ensuring satisfactory daily coverage and resource allocation as impacted by personal and sick leave of employees.
Team Leads also provide supervisory support for One-Stop Student Staff and have a direct role in their mentorship. A Team Lead may be called upon to have a more present leadership role with student staff depending on the needs of the team and increased public demand during seasonal traffic.
One-Stop Staff spend approximately 70% of their time doing diagnostic support and problem resolution in one-on-one interactions with students or families. While they are responsible for knowing federal, state, and university guidelines, it is the One-Stop Coordinators critical challenge to review each individual circumstance and interpret for the student what impact their options have on their academic and financial trajectory. One-Stop Coordinators then advise on which options are in the best interest of the student. This financial advising is critical for maintaining certain University performance metrics like student retention and student debt ratios.
As an example, One-Stop Coordinators use independent judgement when students visit One-Stop to discuss potential dropping of, or withdrawal from, courses. Students need to first understand how these course changes may alter their present and future financial aid eligibility. Though guidelines exist, a student's EFC (from FAFSA) and unique award offer can drastically change which options are possible or are in the best interest of the student. One- Stop Coordinators evaluate each student's situation based on the student's unique financial circumstances, classification (year-in-college), offered aid (with varying requirements), enrollment status, FAFSA results, progress towards graduation, residency status, previous financial aid history, and academic performance. One-Stop Coordinators conduct this evaluation independently to provide students with the best options for their situation while providing the expected outcomes of each option. These options can mean the difference between a student receiving their financial aid, losing renewal eligibility in future terms, or taking on additional loan debt.
Percentage Of Time 40 Job Function
Provide cross-functional services in the areas of Admissions, Records and Registration, and Financial Aid to prospective students, current students, alumni, parents, faculty, staff, and the University community. Provide proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues related to Enrollment Services functions. Offer assistance to the public in-person, virtually, over the phone, and through e-mail or other written correspondence. Adhere to the confidentiality rules and restrictions set forth by FERPA for use in handling all Enrollment Services activities.
Maintain knowledge of University, departmental, federal, and state regulation and policies with emphasis on Enrollment Services functions. Research and interpret University policy and regulatory guidelines to resolve complex inquiries related to Enrollment Services functions. Exercise authority to implement student record changes and grant discretionary exception to certain university policies.
Evaluate student needs and determine possible courses of action using a wholistic approach that considers each student's academic standing, financial picture, and pace to graduate. Collaborates with team members and University partners to provide individualized service that considers each student's unique circumstances.
Advise students and parents on in-depth financial aid matters concerning FAFSA applications, financial aid eligibility and disbursement of aid, as well as cost of attendance figures, difference and benefits of different aid types and estimated family contribution formulas. Troubleshoot FAFSA errors and missing financial aid requirements with students and families, providing steps to resolve issues preventing financial aid awarding or disbursement.
Assists University/Board of Trustees/Board of Governors administrators and intra-institutional groups in resolving specific admissions and/or registration problems and in disseminating information in regard to SUS/university rules, policies, and contracts.
Percentage Of Time 40 Job Function
Continually looks for ways to improve service to students, parents, faculty, staff, and the University community. May be called upon to serve on University committees to review and make decisions on student appeals. Performs related duties and assigned projects as required or requested by a supervisor of his/her area(s).
Percentage Of Time 10 Job Function
Must be able to work on the occasional Saturday to assist/participate in Enrollment Services events. During declared campus emergencies, this position may be required to perform specific job-related duties at a designated off campus location or place of residence.
Percentage Of Time 10
Posting Detail Information
Prepares correspondence in final form.
A Master's degree from a regionally accredited college or university in a directly related area of specialization; or a Bachelor's degree from a regionally accredited college or university and two years of experience directly related to the job functions.
Faculty Position Required Qualifications
A Master's degree from a regionally accredited institution or a Bachelor's Degree from a regionally accredited institution and two years of experience. Experience working in customer service setting required. Experience in higher education admissions/enrollment services experience strongly encouraged. Strong interpersonal skills and communication skills (both spoken and written) are required. Must possess a strong sense of the importance of customer service. Must be well organized. Must have capacity to learn and implement strong conflict resolution skills. Must have strong computer skills. Must be familiar with enrollment services activities and responsibilities within the SUS. Total support of the goals, initiatives, policies and procedures of Enrollment Services as set by both the President and the Provost is required.
Statement(s) of Understanding Definition
This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.
This position has been designated as a Campus Security Authority (CSA). This position has been designated as a CSA because it involves significant responsibility for student and campus activities and/or responsibility for campus security. As such, any person in this position must report to the University Police Department a crime or an incident that might be a crime that he/she becomes aware of. This position has a reporting requirement because the University believes that responsibility for students, campus activities and/or campus security will make the holder of this position someone members of the University community will see as an authority figure and someone to whom they can seek help. A CSA is not expected to investigate or determine whether a criminal incident actually took place. A CSA's responsibility is a duty to report. All positions designated as CSAs are required to complete an online or in-person training session. For more information concerning the training sessions or CSAs, please contact the University Police Department at (904) 620-2800 or the Office of the General Counsel at (904) 620-2828.
The holder of this position is designated as a “Responsible Employee” pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.
Staff members in this position may not participate in the education benefit in the fall semester because it is the busiest time of the year for One-Stop Student Services; they may take one course during the spring semester and two courses in the summer semester.
Required Licensure or Certification
Machines/Equipment used regularly
Anticipated Start Date 03/20/2023 Job Posting Date 01/13/2023 Application Review Date 01/27/2023 Application Deadline Open Until Filled Yes Point of Contact Information Calvin Pyko, 620-1014 Hiring Official Brett Butler, 620-2881 Location if not Jacksonville N/A Special Instructions
Applicants must complete an online application, as well as upload supplemental documents, at www. unfjobs.org in order to be considered for this position. Please include three references with your application. Applicants who do not apply online and/or upload all the required documents will not be considered for this position. Once you submit both your completed application and uploaded documents you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact Calvin Pyko at (904) 620-1014, or [email protected]
Quicklink https: // www. unfjobs.org/postings/22605Supplemental Questions
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