Success Coach I

The Success Coach provides proactive, student-centered, professional support to all students on their academic, personal, and professional goals. The Success Coach uses holistic and student-centered coaching approaches and models to assist students with navigating the collegiate experience, make connections to resources and support services, and aid helping students persist to completion. 

• Provides proactive individualized coaching to assigned caseload. Utilizes coaching models, approaches, and techniques to support students' academic and personal success. Regularly conducts proactive outreach, check-ins, and follow-ups on student caseload to assess progress, challenges or barriers, and develops action plans to support persistence, retention, and completion.  
• Utilizes appropriate platforms and systems to thoroughly document communication and interactions with students, to include caseload campaigns and group coaching or individualized programming. Utilizes technology platforms to document student interactions, and engagement to track progress. 
• Engages in collaborations with academic advising, academic support services, financial aid, and other support services and resources to support student’s needs, holistically. Guides students in developing individualized success strategies and setting realistic goals that promote persistence and completion. Identifies at-risk students using early systems to provide active and timely interventions and follow-up support 
• Uses data to adjust coaching approaches with student caseload and service delivery. Provides reports on caseload engagement and interactions. 
• Participates in departmental, divisional, and university wide events and initiatives on the weekends and/or evenings. Serves on divisional committees or committees as assigned. Engages in ongoing professional development, coaching, advising, and practices in the department, division, or institution. 

• Performs all other duties as assigned.

Direct Reports:

• None

Delegation of Work:

• N/A

Supervision Given:

• N/A

Required Education:

• Bachelor’s degree in education, Counseling, Social Work, Psychology, Sociology, or related discipline or field

Required Experience:

• Minimum of two (2) years of related job experience

License/Certification:

• None Required

• Master's degree

Knowledge:

• Understanding of student development and coaching models and approaches 
• Knowledgeable of university policies, procedures, and campus resources 
• Knowledgeable of challenges and barriers students (first-generation, transfer, or underrepresented) encounter 

Skills:

• Strong interpersonal communication skills, both verbal and written  
• Proficiency in case management, tracking, reporting and fostering rapport with students from diverse backgrounds 

Abilities:

• Proactively and effectively manage caseload of students and maintain confidentiality and professionalism  
• Collaborate with institutional departments to support students  

Primary Work Location:

• Works in an office environment. Occasional office site locations for events.

Physical Demands:

• Work is performed in a typical interior work environment, which does not subject the employee to any unpleasant elements.  
• Individuals have discretion in relation to working, standing, etc., and has minimal exposure to physical risks. 

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Computer/Automated System Proficiency

• Proficient in the use of university applications or automated systems to perform job duties.
• Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Decision Making

• Demonstrates the ability to make informed decisions in a timely manner  
• Assimilates and/or secures relevant information to assess the risks and benefits of alternatives..  
• Considers impact of decision in the long and short term.  

Writing Proficiency

• Demonstrates the ability to express information clearly and concisely in writing.  
• Formulates and writes information to effectively communicate messages, ideas, and/or concepts for the intended recipient or audience. Uses appropriate words and tone, and correct grammar. 

Student Success Direct Support

• Assists and/or advises students and/or prospective students with academic plans and course selection, financial options, career plans, and/or student opportunities.
• Contributes to student success through careful monitoring of student progress within caseload.
• Promotes student success through regular and persistent outreach to student caseload.
• Provides encouragement and guidance to foster student success.
• Shares relevant knowledge and insight to apprise students of programs and services available to them.
• Listens and responds to student requests and concerns with patience and understanding.
• Treats students with respect.