The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Application Review Date
The First Review Date for this job is: August 20, 2019
UC Berkeley Extension is the continuing education branch of the University of California, Berkeley. Extension offers more than 2,000 courses per year in a variety of subjects both online and in the classroom, with over 45,000 enrollments. The Student Services and Office of the Registrar Department at Extension serve to support Extension students, staff, instructors and partners in the student experience life cycle including enrollment management, resolution of concerns and student issues. Student Services and the Office of the Registrar serve as the gatekeeper of official records, credential issuance, and assistance in navigating and adhering to Extension policies. Extension has responsibility for the maintenance and operation of regional centers in San Francisco, Belmont and other leased facilities in the San Francisco Bay Area.
This Assistant Director of Enrollment Services position exists to support UC Berkeley Extension Student Services and Registrar Office leads the administration of front line student support for general enrollment and process management of all administrative student service functions, including enrollment management, student platform support, concurrent enrollment and other related student, staff or instructor concerns.
Applies extensive experience and knowledge relations to University Extension with Student Services concepts, provides the full range of student services to student population served by the organization.
Act as first point of resource and guidance for escalated inquires received by front line Student Services staff, providing clear and concise response models, resolution and training on optimal student issue resolution.
Escalates complex or layered issues to Department Director for resolution.
Collaborate with Department Director to ensure staff support and professional development, participates in hiring, evaluation and training of enrollment specialist positions and related positions, providing clear and concise documented and progressive feedback to ensure excellent communication and resolution on departmental inquiries from within and outside of the department.
Act as work lead overseeing daily operations of front line staff.
May supervise staff.
Within an academic department/school/college provides, and makes recommendations for the improvement of the following programs:
Advises instructors on departmental/school/college and university policies and procedures; reviews students' progress and advises students and instructors on requirements for certificate/program completion; identifies students with progression problems and recommends interventions.
Advises staff on how to best assist student inquiries related to navigating enrollment processes, contacting academic departments, interpretation of related policies and ensuring proper escalation of related issues.
Acts as point of contact on policy and process expertise to student services related inquiries and procedures, training department staff, instructors, students, and colleagues at Extension and also including University partners.
Responsible for interpreting campus policies and advising students and faculty on student conduct, student grievances, disputes, and issues regarding discrimination.
MANAGEMENT OF CONCURRENT ENROLLMENT:
Trains and advises Extension staff and campus partners on complex concurrent enrollment policies and procedures, providing clear and established means to communicate these policies and procedures to students.
Regularly reviews dynamic outgoing communications from staff to ensure optimal student support.
Regularly reviews and updates all static student and campus department content related to concurrent enrollment, including website information, student emails, system notifications, automated system communication, etc..
Acts as a liaison to Student Information Systems (SIS) on UC Berkeley campus to escalate system performance concerns, documents, confirms and reports possible bugs, change requests, and service gaps.
Works with campus service providers, such as Cal1Card Office, RSF, Library Services and Parking and Transportation to ensure that concurrent enrollment student have proper access.
Assists with the escalation and resolution of any related concerns.
Regularly reviews, resolves or escalates issues related to the integration of shared information between University Extension student information systems, SIS and Campus Office of Registrar (OR).
Works with OR staff to update or modify any student record concerns, such as grade corrections, incompletes, grading basis changes, etc. Required Qualifications
Working knowledge of advising and counseling techniques.
Knowledge of various computer application programs
Knowledge of higher education and departmental principles and procedures involved in risk assessment and evaluating risks as to likelihood and consequences.
Excellent skills in judgment and decision-making, problem solving, identifying measures of system performance and the actions to improve performance.
Ability in problem identification, reasoning and communication.
Ability to develop original ideas to solve problems.
Strong Interpersonal skills. Multicultural competencies; ability to work with diverse populations.
Working knowledge of professional student service techniques.
Superb written and verbal communication skills.
Experience with and the ability to work well with students
Ability to gain knowledge of UC Berkeley Extension as well as experience with student information systems, including Destiny, Campus Solutions, and reporting tools for enrollment.
High level of knowledge regard for departmental principles and procedures involved in optimization, risk assessment and adherence to federal and institutional policies.
Bachelor's degree in related area and/or equivalent experience/training. Salary & Benefits
This is an exempt, monthly paid position. Annual salary is commensurate with experience.
Please submit your cover letter and resume as a single attachment when applying.
This is a 12-month, full-time, temporary (contract) position.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.