Department Assistant 2

Salary Grade

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $19.32 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

Job Description

POSITION OBJECTIVE

This role is one of two department assistants that perform similar and complementary functions supporting the mission and work of the Undergraduate Advising Support office. Working under general direction, the Department Assistant 2 serves as the initial contact for undergraduate students, faculty, staff, and members of the public who visit or call the office. In addition, this role supports important functions of the office, including student appeals, transfer credit, awards and commencement ceremonies, and student records, all while maintaining student confidentiality. These assignments may be long-term and will require the individual to work independently and manage time efficiently to accomplish tasks. As a member of the division of student affairs, the department assistant supports Case Western Reserve Universitys educational mission and is expected to contribute to building a welcoming community.

ESSENTIAL FUNCTIONS

• Serve as the initial point of contact for the undergraduate advising support office and, at times, the Office of Education Abroad, maintaining a welcoming office environment. Greet visitors with a welcoming, professional and friendly demeanor. Quickly ascertain the need of the caller or visitor, providing information about policies, procedures, and upcoming events and deadlines, making referrals to deans or others within the office or to another unit, as appropriate. Share responsibility for managing the undergraduate advising support general office email account and other email accounts set up for specific purposes. This includes monitoring, organizing and responding to incoming emails and requests for information in a timely and accurate manner. Ensure all individuals who contact the office feel heard and that their questions are addressed. (55%)
• Provide administrative and clerical assistance for undergraduate advising support processes and programs. Specific processes and programs include, but are not limited to, academic standing appeals, student exception petitions, academic substitutions, transfer credit evaluation, off-campus study, deans verification and transcripts, non-degree student applications, commencement, POSSE program, Choices Fair, CWRU in Madrid, and fellowship/scholarships. Duties include management of spreadsheets/databases, CampusGroups registration and correspondence, ordering supplies, serving on committees, and assisting with program creation etc. (25%)
• Maintain student files for degree-seeking and non-degree students. Process and scan documentation (paper/electronic) for all changes to student academic records, maintaining a confidential electronic record of each transaction. Act as liaison with university Archives for the retrieval and return of archived student files and materials. Maintain several databases that track and record student information including incoming and outgoing mail, forms, and documents. Monitor all requests, providing quick turnover, and excellent follow-up. (10%)
• Perform general office management duties. Work as part of a team to plan and develop office procedures, workflow, and maintenance of a variety of filing systems. Monitor and maintain an adequate supply of all forms used in the office. Maintain all office equipment, supplies, and office space. Manage basic scheduling needs for the dean as required. Serve as a backup for all members of the support staff. Effectively prioritize and manage daily responsibilities while serving as the primary point of contact for the office. (7%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (3%)

CONTACTS

Department: Daily contact with all members of the Undergraduate Advising Support staff for work projects, inquiries, scheduling meetings, relaying information, and locating materials.

University: Daily contact with faculty to schedule meetings and respond to inquiries; the Registrars Office for room reservations, forms, and responding to inquiries; the Division of Student Affairs regarding student conduct status and responding to inquiries; and representatives of the schools and departments for responding to inquiries, communicating and coordinating workflow. Regular contact with the Provosts Office for scheduling meetings; Undergraduate Admissions regarding the status of receipt of transcripts, transfer files, and responding to inquiries; university archives to request archived student files; Financial Aid to respond to inquiries; the School of Graduate Studies to request GRE scores and transcripts; and supporting departments such as the commencement office, Procurement, Accounts Payable and printing to request information, respond to inquiries, and submit projects.

External: Regular contact with parents of current students to relay messages, schedule appointments with deans, and respond to inquiries. Frequent contact with representatives of other universities to relay messages to deans, schedule meetings, and respond to inquiries; vendors to order food for meetings.

Students: Daily contact with undergraduates seeking information or assistance from the Office of Undergraduate Advising Support. Seasonally, daily contact with incoming first year students regarding college credit transfers; transfer students regarding status of transfer evaluations and transcripts; and transient and non-degree students regarding application procedures, status of approval forms, and responding to inquiries.

SUPERVISORY RESPONSIBILITIES

This position does not have employee supervision responsibilities.

QUALIFICATIONS

Experience: 3 to 5 years of related clerical/administrative experience required.

Education: High school education required. Bachelors degree preferred.

REQUIRED SKILLS

• Commitment to and appreciation of working with varied groups of individuals, including age, race, ethnicity, gender, gender expression, sexual orientation, socioeconomic and educational background, and ability.
• Must be highly sensitive to the high volume of confidential student matters handled in this office, and be capable of exercising good judgment and flexibility, in accordance with FERPA and university practices.
• Capable of working in a fast-paced, multi-task environment with ability to manage frequent interruptions, simultaneous short- and long-term projects for several individuals; and be detail-oriented and possess excellent organizational, verbal, and written communication skills. Ability to prioritize tasks with minimal supervision.
• Ability to interact with colleagues, supervisors and customers face to face.
• Excellent interpersonal, and verbal and written communication skills.
• Ability to assimilate detailed, complex information about academic policies and procedures and to communicate information to a variety of audiences.
• Excellent time management and organizational skills, including ability to anticipate needs and exercise judgment in establishing priorities.
• Ability to meet consistent attendance to ensure the office opens on time and has the necessary coverage throughout the day.
• Ability to use the Microsoft Office suite, Adobe Acrobat, Google Workplace applications, and Zoom; to learn and be proficient with university e-mail and calendar systems, all PeopleSoft software systems [including Student Information System (SIS), the Human Capital Management Systems (HCM)], OnBase, Salesforce and Slate; and to perform internet searches.
• Flexibility to take on other tasks to serve the work of the office as a whole.
• Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to maintain consistent attendance, ensure the office opens on time and has the necessary coverage throughout the day and work effectively in a fully on-campus environment.
• Willingness to learn and work with Artificial Intelligence (AI) tools and technologies.

WORKING CONDITIONS

Work is performed 100% in person and on campus. Fast-paced office setting with frequent interruptions. During the beginning and end of each semester there is some overtime and weekend expectations. Employees will perform repetitive motion using computer mouse and keyboard.

EEO Statement

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Reasonable Accommodations

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.

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