The Student Support Specialist supports students and training partners throughout all stages of HSTI program participation, including eligibility, enrollment, financing, course evaluation, and job placement. The role ensures accurate maintenance of student and MTU certification records, provides second-level advising to registration staff, and contributes to enrollment marketing and program development efforts that promote student success and operational excellence.
Serve as the primary point of contact for student and agency inquiries related to Homeland Security Training Institute (HSTI) content, enrollment financing, and College resources. Conduct regular engagement and follow-up with students and training groups enrolled in HSTI programs.
Provide follow-up services throughout the enrollment process, including coordinating third-party billing arrangements. Manage and monitor Northeastern Multi-Regional Mobile Training Unit (MTU) 3 requirements and maintain accurate records to ensure student and program compliance.
Lead the planning and execution of HSTI enrollment events and support College and external special events as needed. Build and maintain relationships with local community agencies and internal departments to connect students and partners with appropriate resources.
Deliver high-quality customer service in all interactions with community members, business partners, faculty, staff, administrators, and students. Support identification and onboarding of new training partners for HSTI, including processing new affiliation agreements.
Maintain an up-to-date database of HSTI training partners and customers. Assist with marketing efforts, including research, writing, and proofing for print and digital platforms, and maintain and update program websites as needed.
Participate in course and program evaluation processes and reporting. Problem-solve and make decisions in accordance with college processes and policies. Seek continuous improvement by collecting and analyzing data on student, partner, and stakeholder satisfaction.
Develop and analyze reports containing both quantitative and qualitative data to monitor enrollment trends. Share data and insights with the Associate Dean, Manager HSTI, and Leadership Team to inform process improvement and policy development.
Perform other related duties as assigned.