Program Representative 2: Student Services Specialist

Oregon State University, United States

Updated: 17 days ago
Location: Corvallis, OREGON
Deadline: 17 Apr 2024

Position Details
Position Information


Department Ecampus (XEC)
Classification Title Program Representative 2
Job Title Program Representative 2: Student Services Specialist
Appointment Type Classified Staff
Job Location Corvallis
Benefits Eligible Full-Time, benefits eligible
Remote or Hybrid option? Yes
Employment Category Regular
Job Summary
This recruitment will be used to fill one full-time Program Representative 2: Student Services Specialist position for the Division of Educational Ventures at Oregon State University (OSU).
The Division of Educational Ventures (DEV) is a growing, innovative, and collaborative organization with a commitment to providing high-quality online education. The division extends Oregon State University’s exceptional learning experiences including microcredentials, certificates, and degrees available to students throughout Oregon and around the world.
The division includes Ecampus, offering over 100 online and hybrid degree programs; the Ecampus Research Unit (ECRU), conducting and supporting original research in online teaching and learning; the Corporate and Workforce Education Unit (CWE), creating pathways for learners employed by collaborators in business and government; the Center for the Outdoor Recreation Economy (CORE), providing workforce development for the outdoor recreation industry; the Open Educational Resources Unit (OER), aiding faculty in adopting open course materials; and the Alternative Credential Unit (ACU), developing short-form educational opportunities
The Student Services Specialist is a member of the Student Success Team within the Division of Educational Ventures and reports to the Associate Director of Student Services. It is essential for the incumbent to represent multiple programs at different academic levels, and articulate policy/process across multiple program units, while also managing a variety of support systems and program review systems. The person filling this position will have full responsibility, under the supervision of the Associate Director of Student Services, and the Senior Director of Student Success, for the support of online students and departments. Overall, this position is critical to our unit’s success in delivering services to diverse students and departments.
Ecampus enrollment is growing substantially each year in terms of the individual student headcount and total student credit hours. Ecampus currently offers undergraduate programs and minors, graduate programs, certificates and microcredentials online. Our student enrollment headcount is comprised of non-degree-seeking students, including those pursuing certificates and mircocredentials adding another layer of complexity to this position’s constituents.
This position is expected to provide complex and detailed information for multiple academic programs, university policy and procedures. In addition, develop and maintain information, program review systems, make recommendations based on reviews, and coordinate information as needed by the Associate Director of Student Services, the Senior Director of Student Success, and the Associate Vice Provost of Market Development and the Student Experience at DEV. Key responsibilities include:
  • Provide problem solving, policy articulation, and university navigation via phone and email to Oregon State students taking online courses
  • Serve as a knowledge resource for academic programs and campus partners across a wide range of services
  • Oversee services in support of online students and make recommendations for Ecampus initiatives with both internal and external collaborators, including corporate and workforce education partners


Oregon State University and the Division of Educational Ventures maintain and enhance a collaborative and inclusive community that is dedicated to equity and equal opportunity. All employees of this division are responsible for ensuring that these commitments are achieved. In support of Ecampus student success, the Student Services Specialist provides advocacy and access to online students navigating the university’s policies and processes.
Ecampus currently operates on a hybrid schedule, Tuesdays and Thursdays are designated in-office days as well as additional days as needed.
Why OSU?
Working for Oregon State University is so much more than a job!
Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all.
FACTS:
• Top 1.4% university in the world
• More research funding than all public universities in Oregon combined
• 1 of 3 land, sea, space and sun grant universities in the U.S.
• 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties
• 7 cultural resource centers that offer education, celebration and belonging for everyone
• 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates
• 35k+ students including more than 2.3k international students and 10k students of color
• 217k+ alumni worldwide
• For more interesting facts about OSU visit: https://oregonstate.edu/about
Locations:
Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport.
Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances.
Total Rewards Package:

Oregon State University offers a comprehensive benefits package with benefits eligible positions that is designed to meet the needs of employees and their families including:
• Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents.
• Free confidential mental health and emotional support services, and counseling resources.
• Retirement savings paid by the university.
• A generous paid leave package, including holidays, vacation and sick leave.
• Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities.
• Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program.
Future and current OSU employees can use the Benefits Calculator to learn more about the full value of the benefits provided at OSU.
Key Responsibilities
55% Ecampus Service Representation:
  • Provide service to a variety of audiences: current students, in both degree-seeking and non-degree-seeking status, as well as corporate and workforce partners, faculty, and other OSU administrative units. The nature of the service includes knowledge of and articulation of institutional policies and procedures related to admission, registration, and program requirements across a wide range of undergraduate degree programs and minors, graduate programs, and corporate and workforce collaborations.
  • Works closely with enrolled students regarding program requirements and associated policies and procedures related to University regulations.
  • Oversees communications related to the onboarding process for newly admitted Ecampus students in collaboration with the Ecampus student success team and helps new students understand and navigate institutional policies and processes as they complete enrollment and matriculation requirements.
  • Provides administrative support to OSU students enrolled in Ecampus courses, mediates with faculty and academic departments, and advocates with OSU administrative offices on behalf of Ecampus students and specifically for degree-seeking students in Ecampus distance programs.
  • Assists in identifying and resolving policy/process issues that present roadblocks for online student success.


20% Student Services Oversight and Reporting:
  • Provides course registration override processing across all Ecampus offerings; assists students in navigating and submitting the Ecampus course drop/refund petition.
  • Provides student services for corporate and workforce education partners, advises students of registration and scholarship processes, works in collaboration with the Senior Director of Corporate and Workforce Education to ensure seamless transition for newly admitted students and consistent service to continuing students.
  • Reports on service usage with recommendations to the Associate Director of Student Services, the Senior Director of Student Success, and the Associate Vice Provost of Market Development and the Student Experience on projected service demands.

15% Partner Support:
  • Provides mediation and problem resolution supporting enrolled students and faculty and articulates policies and processes based on institutional and departmental regulations.
  • Works with academic programs to identify and adjust student coding issues, identify and resolve barriers, and provide onboarding.
  • Oversees Ecampus tuition billing adjustments for third-party billing including corporate and workforce education collaborations, pulling reports and calculates billing adjustments in collaboration with university billing and Student Accounts; informs students of adjustment decision as well as record keeping, annual analysis of participation, and budget impact.

5% Program Promotion:
  • Assists Associate Director of Student Services, the Senior Director of Student Success, and the Associate Vice Provost of Market Development and the Student Experience in operation of corporate and workforce collaboration programs.
  • Maintains records, writes reports, answers correspondence, and conveys important information to interested groups.

5% Other duties as assigned
What We Require

Four years of technical- or professional-level experience analyzing or advising and/or instructing the public concerning specific programs or processes, monitoring a program, or performing participant reviews. Two years of the experience must have been comparable to a Program Representative 1 which involves monitoring, representing, and reviewing programs.
What You Will Need
Examples of this work may come from settings outside of higher education, such as healthcare, human services, business services, K-12 education, or other fields that require internal or external customer support.

  • Effective written and oral communication skills- including phone, email, and in person- for internal and external audiences.
  • Demonstrable experience with performance-based customer service work environments.
  • Experience with managing multiple projects, establishing priorities, and meeting deadlines.
  • A demonstrable commitment to promoting and enhancing diversity.


This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. 
What We Would Like You to Have
  • Experience with effective process management in an academic setting.
  • Experience working collaboratively and proactively with a high volume of customers, internal and external groups.
  • Demonstrable experience in program review, reporting, and continuous improvement processes.
  • Ability to understand, interpret and explain university regulations, academic curricula, and university procedures.
  • Experience with relational databases, such as Banner and CORE, or CRM systems such as SalesForce.
  • Ability to be adaptable in problem-solving while enforcing policies.
Working Conditions / Work Schedule
  • Ecampus currently operates on a hybrid schedule, Tuesdays and Thursdays are designated in-office days as well as additional days as needed.
  • This position may require travel.
  • This position may require working events after hours or on the weekends.
  • Typical office environment.
Pay Method Hourly
Pay Period 16th - 15th of the following month
Pay Date Last working day of the month
Min Salary $26.44
Max Salary $40.47
Link to Position Description
https://jobs.oregonstate.edu/position_descriptions/152238

Posting Detail Information


Posting Number P04734CT
Number of Vacancies 1
Anticipated Appointment Begin Date 06/11/2024
Anticipated Appointment End Date
Posting Date 03/27/2024
Full Consideration Date
Closing Date 04/17/2024
Indicate how you intend to recruit for this search Competitive / External - open to ALL qualified applicants
Special Instructions to Applicants
Applications will be reviewed based on the information submitted on the employment profile with education and work history along with any other requested documentation i.e. posting specific question responses, transcripts, etc. Your profile MUST clearly show how you meet the minimum/required qualifications for the position. Resumes are NOT accepted at the application stage for this position.
Equivalent required experience is based on full-time equivalent (40 hours per week).
PLEASE NOTE: If you have volunteer experience relevant to this position, please include in the Employment History section and note length of time, average number of hours per week and major duties.
Typically, the starting salary is at the lower end of the salary range.
We encourage all candidates to identify transferrable skills and comparable experiences that may meet the qualifications of this position. If you have questions about the qualifications for this position, please feel free to contact Danielle Franklin at [email protected]
OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
OSU will conduct a review of the National Sex Offender Public website prior to hire.
OSU is a fair chance employer committed to inclusive hiring. We encourage applications from candidates who bring a wide range of lived experience including involvement with the justice system. This job has “critical or security-sensitive” responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate. Take a look at our Background Checks website including the for candidates section for more details. If you have questions or concerns about the pre-employment check, please contact OSU’s Employee and Labor Relations team at [email protected] .

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