Job Title: Online Student Success Coach - Program Specialist 2
Location: Spokane, WA
Job Type: Classified
Department: DIST - eLearning
Closing: Continuous
Salary: $3,537.00 - $4,723.00 Monthly
Starting salary for this position is: $3,537 (Monthly)
Employees starting at the entry step of this range receive salary step advancement after six months and every 12 months thereafter. If an employee starting at anything higher than the entry step of the range, will have salary step advancement after 12 months and salary step advancement every 12 months thereafter until they reach the top of the salary range. Each salary step advancement will be approximately a 5% increase in salary.
Community Colleges of Spokane (CCS) District Equity Statement
CCS believes that access to high-quality education in a safe and inclusive environment is the right of all individuals and imperative for the continued advancement of a strong democracy and workforce. We also believe higher education institutions have an obligation to work toward and demonstrate progress in ensuring equity amongst their students, faculty, and staff. Equity is grounded in the principle of fairness. In higher education, equity refers to ensuring that each student receives what they need to be successful through the intentional design of the college experience.
Applications will be accepted until the position is filled. However, since the screening committee will begin reviewing applications on April 4, 2024, submissions are encouraged prior to that time.
The Community Colleges of Spokane is seeking a highly motivated and qualified individual for the position of Online Student Success Coach in the eLearning Division.
JOB SUMMARY
Under general supervision of the Director of eLearning, the Online Student Success Coach coordinates the Community Colleges of Spokane’s (CCS) eLearning Department programs. Successful candidates have a passion for helping students and an ability to work in a fast-paced, telephone/internet-based environment and the skills required to create consultative relationships with students.
Responsibilities include supporting CCS’s online educational programs in a timely and effective manner. Provides first point-of-contact for prospective online degree-seeking students, assisting with college applications, pre-enrollment assessments, online college orientations, and referrals to the colleges’ financial aid and/or academic advising staff in preparation for eventual registration in an online degree program. Supports current students with information about program operations, college policies and procedures, and refers students to specialized services in support of their academic attainment, from orientation and degree planning to graduation and transfer.
CHARACTERISTIC DUTIES AND RESPONSIBILITIES
- Provides proactive assistance to prospective online degree-seeking students interested in enrolling in a CCS online degree/certificate program from initial inquiry to the point of registration in a timely and customer friendly manner through both phone and electronic communication. *
- Serves as the primary point of contact for student questions and concerns, responding to student questions and inquiries about programs of study, referring students to appropriate staff when necessary; monitors student schedules to ensure only applicable courses related to degree are selected and satisfactory academic performance is achieved. *
- Assess students’ academic and personal needs and barriers in order to determine appropriate support services. Implements strategies to promote student success in collaboration with Spokane Community College (SCC)/Spokane Falls Community College (SFCC) faculty and counselors and refers students to college services and resources, as appropriate. *
- Introduces students to the online learning environment and ensures students have a solid understanding of the time commitment, technology and skills required to be a successful online learner by monitoring completion of student readiness assessments and online orientation program. *
- Uses best practices in online student success strategies to develop resources and orientation materials for online students. *
- Meets with individual online students at regularly scheduled times, and as specific situations arise, to assess needs, and provide support, coaching, encouragement, and resources via phone and/or electronic communication; ability to develop talking points and protocols for contacting students during various stages of the quarter. *
- Maintains a community of online learners in the learning management system, including providing announcements of important news and deadlines and provides engagement opportunities for students. *
- Establishes departmental records and files, including student contact information while complying with FERPA requirements, compile departmental data and prepare narrative and/or statistical reports related to eLearning departmental activities. *
- Establishes and maintains departmental records related to online programs including historical course and program offerings. *
- Assists with recruiting and marketing efforts related to CCS online degree and certificate programs, including maintaining and updating the Virtual Campus web pages. *
- Works in a team environment to collaborate on operational plans and process improvement. *
- May coordinate activities related to state authorization for Spokane and Spokane Falls Community College; monitor changing requirements, complete paperwork, and track renewal cycles.
- May coordinate and direct the work of work study students and/or interns.
- May monitor requests received by the eLearning Help Desk and ensure appropriate staff responds to requests for service in a timely manner; may assist students and faculty with basic requests for technical assistance related to the use of the Canvas LMS.
- May schedule meetings and appointments for eLearning department staff. Coordinate arrangements for departmental program activities such as meetings, training sessions, workshops and academies.
- Model professional decorum and mutual respect in all personal interactions. *
- Comply with district policies, procedures and directives, state and federal regulations, orders and statutes and collective bargaining agreements. *
- Support and advance the CCS strategic plan, and perform other duties as assigned. *
*Indicates this is an essential duty.
This position is designated a bargaining unit position.
COMPETENCIES & OTHER REQUIREMENTS
COMPETENCIES
- Manages Complexity: Experience making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
- Decision Quality: Ability to make good and timely decisions that keep the organization moving forward.
- Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Plans & Aligns: Plan and prioritize work to meet commitments aligned with organizational goals.
- Ensures Accountability: Ability to hold self and others accountable to meet commitments.
- Drives Results: Consistently achieves results, even under tough circumstances.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
- Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
- Demonstrates Self-Awareness: Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
- Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.
- Nimble Learning: Actively learns through experimentation when tackling new problems, using both successes and failures as learning fodder.
- Situational Adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations.
MINIMUM QUALIFICATIONS
- Bachelor’s degree. Or an equivalent mix of education and experience that demonstrates the candidate meets all competency requirements for this position.
- Positive attitude and flexibility, leading to the ability to work effectively with a wide variety of people.
- Exceptional written and oral communication skills.
- Exceptional customer service skills driven by a passion to help students succeed.
- Ability to work occasional evening and/or weekend hours.
- Demonstrated computer skills and competency with MS Office suite including MS Excel, MS Word, MS PowerPoint, and MS Publisher.
- Ability to effectively organize multiple work assignments, involving competing priorities, to produce work products that are accurate, of high quality and meet deadlines.
- Ability to make independent decisions about work priorities.
- Ability to work in a team and to manage projects.
DESIRED QUALIFICATIONS
- Master’s degree or higher.
- Experience working with online students and faculty in an educational or corporate training environment.
- Experience working in a student services position and/or customer service position.
- Experience maintaining web pages.
- Experience as an online student.
CONDITIONS/TERMS OF EMPLOYMENT
TOTAL COMPENSATION WITH BENEFITS: $58,822 - $74,860.
Total compensation is an estimate based upon adding the following amounts together:
- Base compensation of $42,444 - $56,676, plus
- Current employer-paid health and related benefit contribution rates, plus
- Median retirement fund contributions.
The actual total will vary depending upon each employee's enrollment choices.
Person hired must be able to provide acceptable documentation of U.S. Citizenship or lawful authorization to work in the United States. This is an absolute condition of employment. An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H1-B visa. In addition, the Community Colleges of Spokane maintains a drug-free work environment and prohibits all smoking in the college buildings and state-owned vehicles. Must be able to successfully work in and promote a multicultural work and education environment.
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. Once an applicant is chosen for an interview, they are required to complete and submit a declaration regarding sexual misconduct and investigation per state law.
PHYSICAL REQUIREMENTS
- Work is performed in an office environment with frequent interruptions and background noise.
- Work is sedentary.
- Work directly with students/clients.
- Move up to 25 lbs. occasionally.
- Frequent oral and auditory communication with others.
CONDITIONS OF EMPLOYMENT
- Full-time schedule (12-months, 40-hours a week).
- 6-month probationary period.
- This position is overtime eligible.
- May require local or regional travel.
- May be required to work alternate shift.
- Criminal background check is required.
REQUIRED APPLICATION MATERIALS
To qualify for consideration, applicants must meet required competencies and submit a complete application packet, which includes the following:
- CCS online application. *
- Cover letter addressing your qualifications relevant to the responsibilities of this position. *
- Resume. *
- References – the names, addresses, and phone numbers of three professional references. *
- College transcript(s) if applicable - unofficial/copies of transcripts are acceptable for initial application, official copies must be submitted upon acceptance of job offer.
NOTE: All of the above are required to ensure your consideration for this position. The item(s) marked with an asterisk are required attachments to your application prior to submission.
If you require an accommodation during the application or interview process, please contact HR at CCS.recruiter@ccs.spokane.edu
Community Colleges of Spokane does not discriminate in its programs, activities and employment on the basis of race, creed, color, religion, national or ethnic origin, age, sex, marital status, pregnancy, pregnancy related conditions, parental status or families with children, status as a mother breastfeeding her child, AIDS/HIV or hepatitis C, honorably discharged veteran status, sexual orientation, gender identity or expression, disability, use of trained guide dog or service animal by a person with disability, genetic information or any other legally protected category.
Direct all inquiries or grievances regarding access and Title IX or ADA to:
Amy McCoy | Chief Compliance Officer Title IX and ADA Coordinator
Community Colleges of Spokane
2917 W. Whistalks Way, MS 3027
Spokane, WA. 99224-5288
ccs.titleix@ccs.spokane.edu
509-279-6012
Direct all inquiries regarding equal opportunity compliance and/or grievances to:
Greg Stevens | Chief Strategy and Administration Officer
Community Colleges of Spokane
P.O. Box 6000, MS1004
Spokane, WA. 99217-6000
509-434-5040
Native Land Acknowledgement
We are honored to acknowledge that the Community Colleges of Spokane, and our main campuses for Spokane Falls and Spokane Community College, are located on the traditional and sacred homelands of the Spokane Tribe. We also provide services in a region that includes the traditional and sacred homelands of the Coeur d’Alene Tribe, Confederated Tribes of the Colville Reservation, Kalispel Tribe and Nez Perce Tribe.
We pay our respect to tribal elders both past and present as well as to all Indigenous people today. This land holds their cultural DNA, and we are honored and grateful to be here on their traditional lands. We give thanks to the legacy of the original people and their descendants and pledge to honor their stewardship and values.