Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
SUMMARY DESCRIPTION
Under general supervision by the appropriate level Manager or Administrator, serves as the initial point-of-contact for Admissions and Records, Financial Aid, and other student support programs and services. Provides information and assistance to students, parents, and the public in completing applications, forms, and documents; ensures student records are updated in a timely manner and that student files contain all required documentation for higher level staff to review and make decisions on; performs a variety of administrative office support duties of a general or specialized nature.
REPRESENTATIVE DUTIES
The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.
Performs a variety of clerical and technical duties in support of Student Services programs, including Admissions and Records, Financial Aid, and other student support programs and services.
Serves as initial contact for assigned area; provides a high level of customer service; greets and assists students, faculty, staff, and the general public; responds to routine questions and requests for information from a variety of sources; provides documents, forms, applications, materials, and other information in response to requests for information; conveys messages; refers students and visitors to appropriate faculty, staff, resources, or services for further assistance as needed; communicates information where tact, judgment, and knowledge of policies and procedures are required.
Provides technical assistance and information regarding Financial Aid, Admissions and Records, and other student support programs and services; assists others with navigating through appropriate websites and applications; assists students with registration as well as understanding and completing various types of applications, forms, and other documents; explains policies, procedures, special requirements, restrictions, and supporting documentation needed; provides information regarding eligibility requirements; verifies student application status; explains deadlines and disbursement dates; refers students to other departments or agencies as necessary to obtain required documentation; completes housing and agency verifications.
Collects, compiles, and maintains information related to area of assignment; performs data entry into computer databases; researches and resolves discrepancies in data, referring complex situations to higher-level staff.
Reviews materials, applications, records, files, and reports for completeness, accuracy, and compliance with established regulations and procedures; processes, scans, and inputs student documents into a document imaging management system; organizes and maintains filing systems.
Assists students in understanding the relationship between financial aid awards and course load, grades, and other student achievement factors; assists with monitoring student compliance with program requirements; assists higher-level staff on specific programs as assigned.
Operates a variety of office equipment and machines; learns to use modern technology as necessary to perform duties; utilizes electronic technology to correspond with others and to maintain assigned calendars, schedules, and appointments; utilizes various computer applications and software packages.
Types, word processes, and proofreads a variety of documents and forms including general correspondence, agendas, reports, and memoranda; disseminates information as appropriate; utilizes various computer applications and software packages; prepares and generates reports.
May assist in preparing a variety of documents for publications and marketing pieces including brochures, flyers, event programs, and related materials; orders brochures, applications, and forms as necessary; receives, sorts, and delivers materials.
Assists in maintaining office supplies and resources; assures proper functioning of office equipment; maintains adequate inventory levels of supplies and equipment.
Attends a variety of meetings, workshops, conferences, presentations, and training sessions as required; maintains compliance with mandatory trainings and certifications (i.e., FERPA, etc.) as directed by supervisor; attends and participates in diversity, equity and inclusion trainings and events.
Participates in the planning of, and attends, various events and activities targeted at new or returning students and/or potential students; may represent the College at on- and off-campus meetings, conferences, community events, and high school career and college fairs; assists in the distribution of promotional and marketing materials.
Maintains departmental area(s) in a safe, clean, and orderly environment; assures compliance with established safety procedures and regulations; seeks to resolve any disruptive behavior; refers unresolved problems to supervisor; may call Campus Police in emergency situations.
Maintains current knowledge and stays up to date on program requirements and changes to services and options for students by attending and participating in trainings, workshops, and conferences and learning new state and federal laws, rules, and regulations pertaining to the area of assignment; participates in the development of new/revised procedures to accommodate changes; maintains working knowledge of standard operating procedures within the area of assignment.
Uses District, College, State, and Federal regulations, policies, and procedures to provide accurate information and services to students and others; abides by all confidentiality practices required by department, state, and federal policies, laws, rules, and regulations, including FERPA and ADA.
Participates in updating the departmental website, as required.
Establishes and maintains cooperative working relationships with students, staff, and faculty, as well as various outside groups to ensure efficient, effective, and correct implementation of departmental objectives; serves as liaison, and assists with the coordination of services, functions, and activities with other College/District departments, including those at off-site locations; facilitates communications between assigned supervisor, other administrators, students, academic and classified staff, other offices, educational institutions, public agencies, and the general public; interacts and relays information, questions, and decisions regarding area of assignment.
Assists in coordinating the efforts of the assigned office with other departments and student services.
Provides training, mentoring, and work direction to assigned student workers and lower-level staff; reviews and validates completed work for accuracy.
Performs related duties as required.
QUALIFICATIONS
The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.
Knowledge of:
Methods and standards used in processing paperwork within student services.
Student Services resources available to students, including Financial Aid.
Current office practices, procedures, methods, and computer equipment, software, and applications related to the work, including word processing, desktop publishing, spreadsheets, and databases.
Principles and practices used to establish and maintain files and information retrieval systems; basic principles and procedures of business letter writing and report preparation.
Work organization principles and practices.
Effective written and oral communication skills including correct English usage, grammar, spelling, punctuation, and vocabulary.
Diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds of community college students.
Techniques for providing a high level of customer service including methods and techniques of proper telephone etiquette.
Interpersonal skills using tact, patience, and courtesy.
Techniques to facilitate effective interaction with people on an individual or group basis.
Pertinent federal, state, and local laws, codes, and regulations, including FERPA and the Americans with Disabilities Act; confidentiality requirements when dealing with personal and sensitive student information; legal requirements related to area of assignment.
Principles and techniques used in public relations.
Goals and objectives of the assigned project or program area.
Information and research resources available related to areas of assignment.
Methods and techniques used in the performance of duties and responsibilities specific to the area of assignment.
Operational characteristics, services, and activities of the functions, programs, and operations of the area of assignment.
Philosophy, goals, and objectives of the assigned area; eligibility requirements; activities, operations, rules, regulations, requirements, and restrictions related to area of assignment; terminology, techniques, equipment, materials, principles, theories, practices, and procedures related to the assigned area.
Occupational hazards and standard safety policies and procedures.
College administrative services and financial aid programs; District and College organization, operations, policies, and objectives.
Principles and practices of providing training and guidance to temporary staff and student workers.
Ability to:
Assist students in locating appropriate resources; provide assistance to students on matters related to Student Services programs.
Learn and understand the organization and operation of the assigned department as necessary to assume assigned responsibilities; understand, explain, and apply administrative and office policies and procedures as well as pertinent laws, regulations, and ordinances; work within the policies, functions, and requirements of area of assignment.
Communicate clearly and concisely, both orally and in writing in English; use correct English usage, grammar, spelling, punctuation, and vocabulary; understand and follow oral and written directions in English; listen actively and effectively.
Develop, maintain, and foster effective working relationships involving interactions and communications personally, by phone, and in writing with a variety of individuals and/or groups from diverse backgrounds on a regular, ongoing basis.
Interact extensively with and respond to requests and inquiries from students, faculty, staff, and public; effectively present information in person or on the telephone to students, staff, or the public; provide excellent customer service.
Perform a variety of office support and clerical duties and activities of in support of the assigned area; operate office equipment including hardware, software, and devices supporting word processing, database management, and spreadsheets; type or enter data at a speed necessary for successful job performance; maintain accurate filing, record keeping, and tracking systems; apply excellent organization skills and attention to detail; compose and prepare correspondence and memoranda; maintain filing systems; prepare documentation, reports, and other written materials.
Work with and exhibit sensitivity to and understanding of the varied racial, ethnic, cultural, sexual orientation, academic, socio-economic, and disabled populations of community college students.
Work effectively under pressure with frequent interruptions and a high degree of public contact on a variety of tasks concurrently while meeting established deadlines and changing priorities; concentrate on detailed tasks for extended periods of time; work confidentially, independently, and collaboratively.
Exercise good judgment, discretion, and personal initiative in resolving confidential, difficult, and sensitive situations, according to established policies and procedures; use sound judgment in recognizing scope of authority; maintain critical and sensitive information, records, and reports confidentially.
Provide training and work direction to assigned temporary and student staff.
Effectively utilize computer applications and equipment in the performance of duties; adapt to changing technologies and learn functionality of new equipment and systems.
Report to work on a regular and consistent basis, as scheduled, to assigned job.
Work some evening/weekend shifts as required.
Maintain the cleanliness, safety, and organization of assigned area; ensure adherence to safe work practices and procedures; monitor activities in assigned area and enforce policies for proper use and behavior.
Participate in trainings and meetings on-site and off-site as required.
EDUCATION AND EXPERIENCE GUIDELINES:
Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education/Training:
Equivalent to the completion of the twelfth grade. Completion of college level course work in business administration, social sciences, or a related field is highly desirable.
Experience:
Two years of specialized clerical or office experience preferably involving extensive public contact.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment:
Work is performed primarily in a standard office setting, typically at a desk or computer terminal; subject to noise from office equipment operation; frequent interruptions and contact in person and on the telephone with students, staff, and others.
Physical:
Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to verbally communicate to exchange information; and may occasionally travel to other offices or locations to attend meetings or to pick up or deliver materials.
Vision: See in the normal visual range with or without correction.
Hearing: Hear in the normal audio range with or without correction.
