The Lakeshore Campus Support Professional position is responsible for managing the Learning Commons as well as supporting the Lakeshore Campus students, faculty and staff. This position is the initial point of contact for disability support services and testing, tutorial lab assistance, library services, and all other academic testing services.
Requisition ID:
Position Number: 00001836
Employee Group: APSS
Schedule: 40 hours/52 weeks
Compensation: Level B
Benefits: Full-time
Reports to: Dean of the Lakeshore Campus
Posting Opens:
Posting Closes:
ESSENTIAL FUNCTIONS
- Greet visitors to the Learning Commons and to the Lakeshore Campus, including students, faculty and staff in a professional manner
- Assist when possible, with front desk, phone coverage and Lakeshore Campus office email account
- Assist students with the admission, placement testing and registration process if they need assistance
- Provide on-the-spot assistance to students experiencing difficulties
- Act as a liaison for students and visitors with faculty and staff, including but not limited to: print transcripts, schedules, class rosters or other documents from Peoplesoft; assist students with class changes, grade reports, financial reports, or referring them to appropriate departments, greet visitors, including students, faculty and staff in a professional manner and refer to appropriate individuals as necessary
- Accurately receive information concerning matters related to the Lakeshore Campus, respond and/or pass information along for action to the appropriate person in a timely fashion, respond appropriately to telephone calls or email requests from individuals regarding the college, department, school, classes, projects, events, etc.
- Establish and maintain a variety of accurate and easy to use electronic and paper files, search files, and records for information as requested with confidentiality, effectively providing information requested. Develop effective forms, organize work areas so it is efficient and conducive to high volume and/or erratic workflow
- Hire, train, supervise and evaluate student employees at Lakeshore Campus
- Provide backup to other APSS staff when on sick, leave of absence, or breaks
- Attend department, team, and appropriate college meetings
- Respond to customer service needs and complaints. Refer patrons, in person or via phone, to appropriate departments within the Lakeshore Campus and College
- Serve as a highly professional representative of the GRCC Lakeshore Campus
- Prioritize work to ensure that tasks are completed within the assigned deadline
- Maintain accurate records and files in compliance with federal privacy laws
- Perform general office duties by maintaining general and confidential files
- Strong working knowledge of PeopleSoft Student Administration (CWIS), Microsoft Office (MS Word, Excel, Access, PowerPoint), Google Docs, Gmail, Navigate, and Clockwork
- Ability to utilize the highest levels of confidentiality and ethical standards
- Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner
- Demonstrated ability to work effectively with diverse populations
- Demonstrated ability to work as part of a team
- Ability to work under pressure. Possess mature judgment and is flexible in regards to interruptions and ability to handle pressure situations with tact. Problem solving skills are a must.
- Must use good judgment in handling sensitive or difficult situations
- Project a professional image including punctuality and good attendance record
- Participate and assist with Lakeshore events, such as Fall/Spring open houses, orientation, Ready, Set Enroll, and other such events, outside of normal working hours
Library Related
- Oversee shelf maintenance of library materials
- Collaborate and work with main campus library staff to provide and expand services
- Notify GRCC faculty and students when requested items are processed and ready for use
- Circulate books and reserves to patrons
- Inform patrons of library policies when necessary
- Inventory Reserve Reading materials annually
- Manage library laptop check-out process
- Assist with the collection inventory process as needed
Disability Support Services (DSS) and Counseling Support
- Serve as primary student point of contact and front desk staff for Disability Support Services (DSS)
- Work closely with DSS staff at main campus to communicate student needs as it relates to testing and accommodations at the Lakeshore Campus
- Assist counselor with case management and appointment scheduling
- Collect and process documentation which is confidential, to complete the intake process for new program students
- Provide maintenance and confidentiality of student files and records
- Collaborate with admissions regarding any accommodations needed for non-matriculated students
- Serve as proctor for DSS testing
- Manage furniture request process to meet student classroom and testing room furniture accommodation needs
- Adhere to GRCC’s testing standards while meeting ADA accommodation requirements and verifying student eligibility for services
- Understand the nature of the ADA and the importance of implementing timely accommodations
- Serve as liaison with the IT department related to maintenance and problem-solving departmental technologies as it relates to DSS programs and software
- Document and communicate testing anomalies to faculty, students, and Disability Support Services advisors/counselors
- Manipulate all formats of print or electronic tests in order to convert documents to the most accessible format
- Create and maintain effective communication among students, faculty and staff regarding testing procedures and the accommodation process
- Serve as liaison for the Disability Support Services Office, by providing information about the testing accommodations process
- Be on call for disability testing issues
- Utilize Clockwork Accommodation Software to manage testing accommodation process and inventory
- Maintain records and inventory of adaptive/assistive equipment
- Ability to troubleshoot time-sensitive situations independently and with confidence
Tutorial Lab
- Work closely with tutorial staff at main campus to communicate tutorial needs at the Lakeshore Campus
- Recruit student tutors from faculty recommendation submissions
- Assist students who apply for tutorial assistance throughout the semester
- Develop the classroom visit schedule at the beginning of each semester
- Present program services with students during classroom visitations
- Post Tutorial/Computer Lab schedule for each new semester
- Be knowledgeable about all campus-learning resources and make appropriate referrals to students
- Serve as a mentor to tutoring staff
- Manage and secure all resources, including computers and textbooks
Testing
- Scheduling tests, including coordinating time with instructors and students, proctoring tests, including make-up tests and some final exams given to students when instructors have scheduling conflicts, administer Accuplacer, Challenge exams
- Manage resolution of routine student service issues using sound judgment and coordinate resolution of significant student service issues with the appropriate supervisor and staff
- Maintain website content and functionality. Work with Main Campus IT personnel on web maintenance. Update information on the website as needed. Responsible for edits and updates to DSS information on LC webpage
- Understand and utilize Clockwork, Navigate, Google, Image Now, PeopleSoft and other technologies as they pertain to the responsibilities of the department
- Participate as a member of College, Divisional and Departmental teams or committees as requested or as mutually agreeable
- Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
- Performs other related duties as assigned
JOB SPECIFICATIONS
Education Credentials
Work Experience
- A minimum of three (3) or more years of secretarial or administrative assisting experience required
- A minimum of three (3) or more years of customer service experience required, preferably in a higher education setting
- Experience communicating and working effectively with diverse populations
- Experience in PeopleSoft preferred
Skills
- Strong command of Microsoft Office and Google Suite, Navigate scheduling software, Campus Wide Information System (PeopleSoft), Clockwork accommodation software, Image Now, Acuity, VPN, and VMWare required
- Must be able to maintain confidentiality (understanding of FERPA laws and requirements)
- Basic knowledge of ADA requirements
- Ability to communicate with the general public by phone, in person, electronically and through written correspondence
- Team player with a positive attitude and genuine desire to be helpful
- Basic interviewing and hiring skills
- Demonstrated ability to work effectively with a diverse population, including but not limited to individuals with disabilities
- Ability to perform daily routine and unexpected duties with minimal or no supervision
- Ability to be a self-starter for problem solving. Proactively identify problems and use excellent judgment to assist in resolution
- Must have excellent verbal, written and interpersonal and business communication skills
- Excellent customer service skills
- Willing to adapt to changing technologies and responsibilities
- Innovative thinking
- Able to work closely with various individuals in coordinating data collection and information requests
Physical Demands
- Ability to lift and move up to 25 pounds
- Ability to sit or stand in place for extended periods of time
- Must be able to observe video cameras to ensure test integrity
Mental Demands
- Understands the impact of this role and the requirements with the Americans with Disabilities Act
- Ability to gather data, compile information, and prepare statistical reports
- Aptitude for assessing office needs and implementing appropriate initiatives as a result
- The individual must interact effectively in a fast paced, high traffic environment that works with a diverse population of students, faculty, and staff
- Demonstrated initiative, critical thinking, prioritization, delegation and problem-solving abilities
- Ability to provide support, guidance and direction to the student workers, faculty and APSS backup staff of the department
- Ability to perform routine and unexpected duties with minimum supervision
- Proven ability to provide excellent customer service to students and staff in a demanding work environment
- Genuine interest in helping and supporting students, staff, and the general public
- Ability to work under pressure while possessing mature judgment and flexibility in regard to interruptions
- Must use good judgment in handling sensitive or difficult situations in a pleasant and professional manner
- Ability to learn and react quickly, make decisions and execute them expeditiously
Working Conditions
- GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
- Ability to work effectively with a diverse population including individuals with a variety of disability types
- Ability to work in an office with consistent traffic flow while managing a variety of other tasks
- Adapt to changing technologies and responsibilities
- Requires strong work ethic, efficient administrative practices, and good attendance record
- Participate in web based, on-site, and off-site professional development opportunities
- Be flexible in schedule to allow for changes during the semesters, in accordance with busy periods
- Be creative and innovative including problem-solving abilities
- Ability to work under pressure while possessing mature judgment and flexibility in regards to interruptions
- Must use good judgment in handling sensitive or difficult situations in a pleasant and professional manner