Student Support Manager – NYU London

Job title:

Student Support Manager – NYU London

Company

New York University

Job description

Position SummaryNYU is committed to being a welcoming campus community that reflects and enacts the values of inclusion,diversity, belonging, equity and accessibility that inform academic excellence. We seek candidates who will not only
enhance our commitment to these values, but whose experience, competencies, skills, and community engagement
efforts contribute to diverse, equitable, inclusive learning and working environments for our students, staff, and faculty.The Student Support Manager (SSM) will primarily provide individual case management and follow up for students and their families experiencing academic, personal, medical, and social crises while studying away in London. The postholder is responsible for identifying support needs for their assigned caseload, assigned by the Associate Director for Student Life and Associate Director for Academic Affairs.The SSM takes a leading role in the support of students of concern, collaborating with campus partners on supporting students as they navigate through the concern(s).This role also screens and undertakes preliminary review of reports related to academic achievement, student conduct and community standards, properly routes these concerns, and provides support with student conduct conferences and outcomes. This position serves as a liaison to other campus offices to provide support, consultation, training, and outreach.The SSM will take a leading role in developing the Student Support team’s inclusion, diversity, belonging, equity and accessibility initiatives, and as part of the Student Support team will contribute towards key activities and routine operations such as check in, welcome activities and campus events, check out, tours and visits from colleagues and prospective students.The SSM will also be on call, a responsibility shared on a rotational basis across the team and will respond to urgent issues that arise.50%

• Provide individual case management for students experiencing academic, health, wellness and/or personal challenges while studying away at NYU London.

Liaise across all involved staff teams at NYUL and potentially with the following depending on the nature of the issue(s): faculty, NYU campus staff, external parties, the students’ family.
This postholder is the point person to track and manage each case to its conclusion.
Identify support needs for their assigned caseload, assigned by the Associate Director for Student Life.

• Take a leading role in the weekly students of concern meetings.

Track and summarize information, follow up with all parties regularly.
Collaborate with campus partners on supporting students as they navigate through the concern(s). Identify and provide students with options and resources to support their needs to ensure they have every possible chance of continued success in their studies.

• Develop and establish protocols for other Student Support team members who will all have involvement (to varying degrees) in the support of students with the challenges they might face – defining as far as possible how and when other colleagues will be involved and what is expected of them.

• Support the Academic Affairs team in their reporting responsibilities around visa compliance and class attendance. In conjunction with the Academics team, help students navigate missed assignments, extensions and request academic assistance from their lecturers.

15%

• Assist the Associate Director for Student Life in addressing student conduct and community standards concerns, where a student’s behavioral choices may be negatively impacting themselves or others, utilizing a range of responses, through a restorative framework.

• Assist community members in resolving conflicts and misunderstandings through guidance, coaching, and other forms of resolution.

• Provide support and reassurance with any large-scale community concerns that may impact students.

15%

• Take a leading role in shaping initiatives including training, workshops and events that help build a culture that respects and embraces diversity, inclusion, belonging, equity, and accessibility in partnership with colleagues across the University, and Global Equity Fellows.

• Working closely with the Director for Global Programs Inclusive Engagement

10%

• On call, a responsibility shared on a rotational basis across the Student Support team, and available to respond to urgent issues that arise outside of routine business hours.

• On call for one full calendar week (including evenings and the weekend) in every four weeks, a responsibility shared on a rotational basis with Student Affairs department leaders. Typically this involves being a source of support (remotely) to the front line staff who primarily respond to out of hours phone calls from students, parents and colleagues.

10%

• Attend regular meetings of both the Academic Affairs and Student Support teams.

• Support the Student Support team with key activities and routine operations such as check in, welcome activities and campus events, check out, tours and visits from colleagues and prospective students, contributing to departmental reports, other printed and published materials, and team communications.

• Support the Academic Affairs team during the add/drop and exam period with course enrollment troubleshooting, advising support, and issues arising with end of term workloads and examinations.

• Assist with advice and support the incomplete Grade process for students of concern.

QualificationsRequired Education

• Bachelor’s Degree

Required Experience

• Minimum of 5 years of professional work experience. Must include experience with crisis response and/or student support services.
• Understanding of emerging issues in higher education and best practices in student services.
• Excellent knowledge of London.

Required Knowledge, Skills, and Abilities

• Emotional intelligence and the ability to remain calm and professional under stressful or ambiguous circumstances.
• Understanding of and experience in case management techniques in support of human services.
• Understanding of current trends that impact international students and students in vulnerable populations.
• Demonstrated experience in working collaboratively in a team setting as well as independently.
• Excellent time-management, task-oriented, listening, written, and interpersonal communication skills.
• Conflict resolution/mediation and life skills to be able to assist students with needs related to these areas.
• Ability to problem solve in a cooperative capacity.
• Impeccable integrity and ability to handle complex, sensitive, and confidential issues.
• Keen understanding of issues facing college students, especially those studying abroad, and their parents.
• Effective cultural competence and interpersonal skills surrounding inclusion, diversity, belonging, equity, and accessibility.
• Highly skilled in liaising with a wide range of people from culturally diverse backgrounds and positions in a complex organization.

Preferred Experience, Skills, and Abilities

• Master’s Degree in higher education, social work, or related fields.
• Personal experience of studying or living abroad.
• Knowledge of the American higher education system.
• Well versed in quality data collection to ensure adequacy, accuracy, and legitimacy of data, and able to strictly follow data privacy and security procedures for data handling

Additional InformationCandidates must have the unrestricted right to work and live in the UK prior to appointment.Further benefits include: 28 days annual leave pro rata, USS pension scheme and private medical insurance (optional)Candidates should advise of any reasonable adjustments needed to participate in the application and interview processes.NYU London is an equal opportunity employer committed to equity, diversity, and social inclusion. We strongly encourage applications from under-represented individuals in the profession, across colour, creed, race, ethnic and national origin, physical ability, and gender and sexual identity. NYU London affirms the value of differing perspectives on the world as we strive to build the strongest possible university with the widest reach.NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity

Expected salary

Location

London

Job date

Fri, 19 Jul 2024 07:53:12 GMT

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