• Job Description

  Req#: R23-0287

  The Student Resolution Specialist for the University of Arizona Global Campus (Global Campus) is a full-time employment position in the Student Affairs Department, reporting to the Associate Director of the Resolution Center. The Student Resolution Specialist is responsible for providing operational and communicative support for offices within Student Affairs, including the Resolution Center, Student Access and Wellness, Student Development and Engagement, Career Services, and Academic Resolution. The Student Resolution Specialist(s) will serve as a primary point of contact to students initiating contact regarding impact in a class – including hardship, instructor issues, contending a grade, etc. and for students contacting the functional areas mentioned above. When deemed appropriate, the Specialist works to swiftly resolve student concerns and facilitate resolution. The Specialist will have regular interactions with Enrollment Services, Students Services, Financial Services, Registrar, and Center for Excellence in Teaching at the University of Arizona Global Campus.

  Essential Job Duties:

  Strategy & Vision

  The Student Resolution Specialist shares in the strategic planning and vision work for the Student affairs unit.

  Leadership & Decision-Making Responsibilities

  This position will autonomously and/or collaboratively determine appropriate level of support and resolution.

  Key Tasks

  • Monitor communications and respond to student inquiries for information, including triage and dissemination of emails to appropriate departmental staff.
  • Manage impact requests by students to determine appropriate level of escalation – either processing tuition credit requests independently or referring to appropriate secondary support; including but not limited to, Formal Grievance, Academic Resolution, HELPline, Access & Wellness, Finance, Career Services, etc. Manage inbound communications for the Resolution Center Provide students, staff, and faculty information regarding support services and resources including, but not limited to: disability accommodations and related processes, supportive measures for course impacts, assistive technology and related resources, Talent Acquisition: 3.25.21, wellness services and resources, peer mentoring programming, online academic honor societies,
  • Manage intake of Resolution Requests and impact requests.
  • Review and process student disputes, including initial de-escalation, evaluation of concerns, facilitation to appropriate process(es), investigation, consultations and resolution of concerns.
  • Provide consultative support to members of the UAGC learning community regarding processes and resources available for addressing student academic issues and concerns.
  • Coordinate the outreach strategy for student support and related services offered within Student Affairs.
  • Correspond, maintain records, and provide guidance related to academic honor societies and online student organizations, as needed.
  • Develop, implement, and enforce departmental policies, practices, and services to support student success.
  • Serve as an advocate for fairness in the resolution process. Exercise discretion and tact while interacting by any means of communication with students, faculty, staff, and administrators while helping reach a resolution.
  • Collect, document, and secure appropriate documentation.
  • Ensure the accurate maintenance of data in all e-files and specialized databases per required timeframes.

  Specialty Knowledge & Subject Area Expertise

  UAGC Academic policy, FERPA, working knowledge of Section 504 of the Rehabilitation Act of 1973, Section 508 of the Americans with Disabilities Act (ADA) of 1990, as amended in 2008 and other appropriate laws pertaining to higher education and disabilities.

  Minimum Qualifications:

  • Ability to interact with a diverse population of students and employees.
  • Possess strong oral, written, presentation and interpersonal communication skills.
  • Demonstrated collaborative, problem-solving, planning and organizational skills.

  Preferred Qualifications:

  • 1-3 years related professional experience (or equivalent).
  • Experience working in an online/distance-learning environment.
  • Working knowledge of Section 504 of the Rehabilitation Act of 1973, Section 508 of the Americans with Disabilities Act (ADA) of 1990, as amended in 2008 and other appropriate laws pertaining to higher education and disabilities.

  Education Requirements:

  The successful candidate will possess a Bachelor’s degree in a related field such as Education, Communications, and/or will demonstrate a substantial record of professional accomplishment in serving students.

  If a degree or education credit minimum is required for the position, all education must be conferred by a regionally accredited or approved nationally accredited institution. All candidates must provide proof of higher education (official transcripts) upon request.

  Physical Requirements:

  Physical Demands: While performing the duties of the job, the employee is regularly required to use a telephone and computer. The employee may frequently interact with fellow employees and/or clients. The requirements of this job may be completed with or without reasonable accommodation.

  Communication Skills: While performing the duties of the job, the employee is required to read and comprehend instructions, correspondence, and memos. The employee is required to demonstrate effective written and oral communication in one-on-one and group settings.

  Mental Demands: While performing the duties of the job, the employee is required to deal with stress associated with a fast-paced work environment and multiple priorities/tasks. The employee will be required to comprehend and apply new ideas, follow detailed instructions, make sound decisions, readily adapt to changing work situations, effectively collaborate with colleagues at all levels

  Work Environment: While performing the duties of the job, the employee is required to work in an office environment, where the noise level is usually moderate to loud.

  Rate of Pay:

  $60,000 DOE annually

  For more information regarding this position, please contact us at careers@uagc.edu .

  UAGC shall, in all solicitations or advertisements for all employees placed by or on behalf of UAGC, state that all applicants who are qualified will receive consideration for employment without regard to sex, race, color, religion, sexual orientation, national origin, ancestry, citizenship, pregnancy, marital status, registered domestic partnership status, age, physical disability, mental disability, genetic information, gender identity, military or veteran status, service in the uniformed services, or any other consideration made unlawful by federal, state or local laws.

• About the company

  " In 2020, Ashford University was acquired by the University of Arizona, becoming the University of Arizona Global Campus.

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