Student Support Coach

The Student Support Coach is a campus based position that will assist new students in their acclimation to blended learning and provide ongoing support during the first five courses to enhance the student experience and improve student success/outcomes. The Student Support Coach will dedicate additional time to students who are identified as at-risk and provide interventions, strategies, and support based on the concerns presented.  In addition, the Student Support Coach will help direct students to appropriate support departments as needed.  The Student Support Coach is an essential component of students’ blended learning experience and will help a diverse population of learners overcome obstacles to fulfill their educational objectives.

• Inspire, coach, and advise assigned student population on their blended learning program, UTI processes, and potential life issues such as time management, academic challenges, and study skills.
• Assist new students as they become familiar with their blended learning program as well as conducting Welcome Calls/Sessions.
• Manage and coach assigned students through proactive service and outreach; provide excellent customer service throughout all interactions.
• Utilize defined contract strategy to connect with students, including new students starting their program, those identified as at-risk during the first five courses, and those who may need more engagement throughout their course of study.
• Be highly visible and engaging through high volume interaction with students by phone, video conferencing, text, email, or in-person.
• Possess thorough understanding of UTI services and systems to guide students effectively and accurately.
• Assist students with questions related to grading standards, progress components, and LMS navigation.
• Provide students with available tools and resources by anticipating needs through consultative conversations.
• Identify students as at risk and provide appropriate intervention strategies based on individual needs.
• Act as a liaison for students by assisting with questions regarding administrative processes and functional department duties.
• Participate in new and active student orientation and retention events and programs.
• Partner with campus teams to ensure student needs are addressed; participate in department meetings as needed to stay current with campus changes, trends, etc.
• Participate in turnover meetings with Student Services once a student completes five courses to ensure ongoing needs are addressed and met.
• Accurately document, maintain, and track all student interactions in student database.
• Contribute to individual and team goals to ensure all targets are met.
• Maintain service level agreements in line with program expectations.
• Other duties as assigned.

Education/Experience

• High School Diploma or GED
• Bachelor’s degree preferred
• Prior experience in higher education or related field preferred

Skills

• Excellent customer service and time management skills
• Creative problem-solving skills and high learning agility
• Strong verbal and written communication skills
• Strong attention to detail and accuracy
• Experience with MS Office

Abilities

• Must be able to lift, carry, push, or pull up to 25 pounds 5% or less of the workday
• Must be able stoop, kneel, crouch, or crawl 5% or less of the workday
• Must be able to talk, see, hear, concentrate, think, learn, and reason for all of the workday
• Must be able to sit and walk or otherwise move around for prolonged periods of time throughout the workday.
• Must be able to use a keyboard and do manual tasks for prolonged periods of time throughout the workday.

 Work Environment

• Work is performed indoors in a climate-controlled environment
• Regular business hours, including working beyond 40 hours or adjusting to meet the needs of students
• This position is designated as Onsite