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Job Req ID:  19025

Student Support Administrator

 

The Johns Hopkins Center for Talented Youth is a nonprofit dedicated to identifying and developing the talents of academically advanced K-12 students around the world. We provide today’s brightest students with fun, challenging courses; a community of engaged learners; and a strong foundation for future success in college and their careers. Want to join our team? We’re looking for mission-driven problem-solvers who can thrive in CTY’s diverse, collaborative, fast-paced, and results-driven work environment. We value innovation, creativity, integrity, and a shared commitment to the bright young people we serve. In return, we offer employees the opportunity to be part of the Johns Hopkins community and to take advantage of our generous benefits package, which includes affordable health-care options and tuition assistance for employees and their families.

 

General Summary/Purpose:

The purpose of this role is to develop and optimize processes related to student support services as well as strategic coordination of student and family support resources and services for 9,000-10,000 students upon their enrollment at 20-25 locations annually. Approximately 18% of enrollments are from students living outside the U.S., and programs operate 24/7 during the summer months. This role will assist in the process to recommend, develop and implement enhancements to our current processes as well as systems necessary to operate an effective student services function.  Additionally, during summer months this role will serve as a primary point of contact for inquiries escalated from the CTY Information Office throughout the registration and enrollment cycle, including responding to requests for exceptions to program and course requirements, and provides tier one responses to post-enrollment inquiries coming into the Summer Programs department.

 

Responsibilities:

Process Development and Implementation (60%)

  • Partner with Summer Program Managers, Enrollment Services, International and other internal teams on identifying trends in parent/student needs and developing and implementing solutions.
  • Lead the implementation within Summer Programs of CTY-wide technology solutions for managing communication with families. 
  • Serve on working teams related to implementing CTY’s new user experience.  Provide feedback to articulate impact to existing processes and make recommendations as needed.
  • Develop and implement quality control processes, including processes for collection and analysis of relevant data.  Provide reporting to Senior Director to identify trends and barriers related to student support processes.
  • Project manage the development and maintenance of post-enrollment resources for families, including content on the MyCTY portal, site information packets, and guides for international students. Assist and lead projects related to these resources including digitization and language translation.
  • Document business processes related to student and family services and identify opportunities to optimize and/or streamline existing processes.

 

Student Support Services (40% - during Summer months only)

  • Serve as hiring manager and supervisor of any casual staff hired to assistant with seasonal peaks of work volume. Provide timely and exceptional customer service in responding to inquiries from enrolled families escalated by the CTY Information Office and tier one support on post-enrollment inquiries coming into the Summer Programs department.
  • Serve as primary contact for families on inquiries and special requests related to travel and how to complete required program forms, especially medical forms
  • Intake requests for exceptions to program and course requirements, make decisions in consultation with the Senior Director of Academic Programs, and communicate decisions back to families.
  • Serve as the primary liaison between Summer Program Managers and CTY’s Financial Aid staff on travel for students whose CTY financial aid covers travel costs.
  • While CTY summer programs are in operation at sites, be on call evenings, weekends, and holidays to assist with emergency communications as needed.

 

Minimum Requirements:

  • Bachelor’s degree in related field. 
  • Three years of administrative or teaching experience in an educational setting, or other related experience required.
  • Experience providing customer service in a K-12 educational environment strongly preferred.
  • Experience with academically talented students highly desired.

 

Required Special Skills and Knowledge:

  • Microsoft Office Suite with advanced Excel skills.
  • Outstanding customer service skills, including effective listening.
  • Excellent interpersonal skills with ability to work collaboratively as part of a team.
  • Ability to work effectively with staff, parents, and students from diverse backgrounds.
  • Familiarity of federal, state and local laws and regulations pertaining to student privacy. 
  • Exceptional verbal, written and interpersonal communication skills. 
  • Strong attention to detail in communication, with ability to present written information clearly and concisely in parent/student facing documents.
  • Demonstrated organizational skills with proven ability to prioritize workload.
  • Adaptable to changes in technology
  • Ability to analyze and collaborate on the development and implementation of technology solutions.
  • Bi-lingual skills highly desirable but not required (Spanish and/or Mandarin)

 

Internal and External Contacts Required as part of the Job:

  • Summer Program Mangers
  • Enrollment Services Department
  • International Department
  • Marketing & Communications Department
  • IT Department

 

Physical Requirements for the Job:

  • Ability to sit in a normal seated position for extended periods of time.
  • The incumbent will be required to communicate regularly via telephone and face to face with internal and external customers and must be able to exchange accurate and timely information in these settings.
  • Position also requires a degree of mobility common to working in an office environment; bending, kneeling or standing during events and presentations may be required.
  • Frequent communication with internal and external customers and must be able to exchange accurate information in these situations verbally and in writing.
  • Occasional movement about the office to access file cabinets, office machinery, various workstations, etc. including movement from floor to floor using elevators and stairs.
  • Constantly operates a computer and other office productivity machinery, such as a copy machine and printer. Dexterity of hands to operate a computer keyboard, mouse pad and other office machinery.

 

Supervisory Responsibility:

  • Seasonal casual staff (if seasonal staffing approved by leadership).

 

Additional Information:

  • Applicants must be authorized to work in the US.
  • The successful candidate(s) for this position will be subject to a pre-employment background check.
  • All employees participating in or serving children in University programs must participate in mandatory Child Abuse Prevention online training on the appropriate conduct around children, protecting children from abuse and neglect, and reporting of known or suspected child abuse and neglect.

 

Classified Title: Academic Services Administrator 
Working Title: Student Support Administrator  ​​​​​
Role/Level/Range: ACRP/03/MC 
Starting Salary Range: Commensurate with Experience
Employee group: Full Time 
Schedule: Monday - Friday, 8:30 am - 5:00 pm 
Exempt Status: Exempt  
Location: 02-MD:Mount Washington Campus 
Department name: 10000105-Summer Programs 
Personnel area: Academic and Business Centers

 

The successful candidate(s) for this position will be subject to a pre-employment background check.

 

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

 

The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.

 

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

 

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

 

Equal Opportunity Employer
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Mount Washington Campus