Student Services Specialist (Welcome Center Coordinator, 0078017)

Title: Student Services Specialist (Welcome Center Coordinator)

Position Number: 0078017

Hiring Unit: Dean’s Office

Location: Leeward Community College

Date Posted: April 14, 2025

Closing Date: April 28, 2025, 11:59 PM, HST

Band: B

Salary : salary schedules and placement information

Additional Salary Info:  PBB, minimum $5,250/month

Full Time/Part Time: Full-time

Month: 11-month

Temporary/Permanent: Permanent

Other conditions:  General funds, to begin approximately June 2025, pending availability of funds and actual staffing requirements

Duties and Responsibilities 

(NOTE: * denotes Essential Functions)

1. *Under the general supervision of the Dean of Students Services, design and direct the day-to-day Welcome Center operations, which requires considerable breadth of knowledge of the various Student Services offices.  
2. *Create workflows and prepare/design resources that help to deliver effective customer service to students and the general public in a way that is in-line with the College’s and the Division’s student success goals.
3. *Collaborate with all Student Services units in order to stay abreast of and remain knowledgeable in the following areas—admissions, records, financial aid, counseling, cashier services, Early College, health services, Veterans Resources, and Student Life—and to ensure adequate, accurate, and efficient service via the Welcome Center.
4. *Oversee, manage, and direct Welcome Center personnel.  Hire, train, supervise, schedule, and evaluate the performance of Welcome Center Associates (student employees).  Ensure coverage during hours of operation; assist in determining and meeting variable staffing level needs during high demand periods; create and produce materials that support their ability to carry out their responsibilities and duties; and resolve staff conflicts as they arise.
5. *Serve as the day-to-day decision-maker in resolving situations that cannot be dealt with at the Welcome Center Associate (student employee) level.  
6. *Assist Welcome Center Associates during peak volume periods and/or during periods of minimal coverage.  Provide individual assistance to students seeking information and guidance on services to support their educational goals.
7. *Oversee and manage the budget for the Welcome Center.  Identify and submit budget requests, oversee all purchasing and procurement processes for the Welcome Center to ensure they are done responsibly and within University guidelines, and prepare budget proposals and reports as needed.
8. *Plan and implement the direction for the Welcome Center including measuring performance goals and outcomes.
9. *Direct, oversee and manage the Welcome Center facilities, equipment, and technology.  Work with the appropriate departments to ensure that all are sufficiently maintained, supported, and functional.  Identify and acquire additional tools/resources needed by the Welcome Center to ensure quality performance, productivity and efficiency.
10. *Spearhead, manage and/or provide support to Student Services-wide initiatives/efforts.  This includes but is not limited to configuring, managing and keeping relevant communication platforms (such as the print and digital signage in the Welcome Center, relevant websites, Chatbots, live chat/texting/social media platforms, etc.); planning and organizing events/strategies; developing/preparing shared resources/tools, and developing and implementing external communications in coordination with the campus marketing specialist, as needed. 
11. Develop, write/edit, and prepare budgets for all grant proposals pursued in support of the Welcome Center. Conduct the full range of activities required to prepare, submit, and manage/administer grants. 
12. *Monitor staff and Welcome Center performance to ensure that performance and division goals are met.  Troubleshoot and resolve problems that arise concerning Welcome Center operations and/or performance as needed.
13. Provide input/feedback regarding changes to or issues regarding Student Services policy and/or practices/procedures that affect service delivery to students and the general public.  Work with Student Services Unit Heads to identify and provide for the on-going training needs for Welcome Center Associates. 
14. *Design and implement a program evaluation and continuous improvement process for the Welcome Center.  Set performance and program goals; identify relevant benchmarks; collect relevant data and feedback about the Welcome Center’s performance; analyze performance measures and information collected; and design and implement operational improvements in response.
15. *Author and submit the Welcome Center’s Annual Report on Program Data (ARPD) each year as well as any other reports requested regarding the Welcome Center.
16. *Provide support to all Student Services offices, as needed.  
17. Other duties as assigned.

Minimum Qualifications 

1. Possession of a baccalaureate degree in Counseling/Guidance, College Student Personnel, Counseling Psychology, Sociology, Post-Elementary Education, Human Resources, Communications, Business or related field and 3 year(s) of progressively responsible professional experience with responsibilities for providing services to students; or any equivalent combination of education and/or professional work experience which provides the required education, knowledge, skills and abilities as indicated.
2. Considerable working knowledge of principles, practices and techniques in the various services for students as demonstrated by the broad knowledge of the full range of pertinent standard and evolving concepts, principles and methodologies.
3. Considerable working knowledge and understanding of applicable federal and state laws, rules, regulations and theories and systems associated with student services. 
4. Demonstrated ability to resolve wide ranging complex problems through the use of creative reasoning and logic to accurately determine the cause of the problems and the resolution of the problems in an effective, innovative and timely manner.
5. Demonstrated ability to interpret and present information and ideas clearly and accurately in writing, verbally and by preparation of reports and other materials.
6. Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team leaders and members, and individuals.
7. Demonstrated ability to operate a personal computer and apply word processing software.
8. For supervisory work, demonstrated ability to lead subordinates, manage work priorities and projects, and manage employee relations.
9. Demonstrated ability to manage an office, including the management of personnel, processes, and/or facilities.
10. Demonstrated ability to create, direct and manage a budget.
11. Demonstrated ability to utilize and manage different software programs and/or AV equipment (e.g., digital signage).
12. Experience in providing customer service.

Desirable Qualifications

1. At least 3 years of experience managing a mid- to large-sized (staffed by at least 5 employees), multifaceted customer service or student information center.
2. Direct experience working at a community college.
3. Experience with UH administrative processes (e.g., procurement, facilities, human resources, etc.).
4. Experience managing and directing student employees.
5. Direct experience with admissions, financial aid, counseling or registration processes.
6. Direct experience in working with a wide variety of people, including disadvantaged populations.
7. Experience in setting and achieving performance goals and in program evaluation and improvement.
8. Experience in report writing and in collecting and utilizing data.
9. Demonstrated ability to configure and maintain software.

Application Submission:  Click on the “Apply” button on the top right corner of the screen to complete an application and attach required documents:  
1.   Cover letter explaining how you meet the minimum and desirable qualifications,
2.   Resume,
3. Graduate and undergraduate transcript(s) showing the name of institution, degree conferred and coursework to date appropriate to the position (Copies of official transcripts are acceptable; however, original official transcripts will be required at the time of hire. Diplomas and copies will NOT be accepted). All degree(s) and/or credit(s) must be earned from regionally or nationally accredited postsecondary colleges and universities recognized by the U.S. Secretary of Education. Transcripts issued from an institution outside the United States of America require a course-by-course analysis with an equivalency statement from an agency having membership with the National Association of Credential Evaluation Services, Inc., verifying the degree equivalency to that of an accredited institution within the USA. Expense of the evaluation shall be borne by the applicant.) 

NOTE:  Transcripts must be attached to receive credit for degree(s).  
  
Separate documents and application materials must be submitted for each position. Late or incomplete applications will not be considered. If multiple applications are received from the same candidate, only the last one will be reviewed. The application will be considered incomplete if any of the required documents/materials are not included or are unreadable. Applications lacking transcripts will be reviewed on work experience equivalency to meet minimum qualifications (MQs). MQs must be met by the closing date of the advertisement. Please REDACT references to social security numbers and birthdate on submitted documents. All requested documents/information become the property of Leeward Community College and will not be returned.
 
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  Inquiries:  
  Leeward Community College
  Human Resources Office
  808-455-0326
  lcchr@hawaii.edu

The University of Hawai'i is an Equal Opportunity Institution and is committed to a policy of nondiscrimination in employment, including on the basis of veteran and disability status.  For more information, visit:  https://www.hawaii.edu/offices/eeo/policies/

Employment is contingent on satisfying employment eligibility verification requirements of the Immigration Reform and Control Act of 1986; reference checks of previous employers; and for certain positions, criminal history record checks.
 
 In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, annual campus crime statistics for the University of Hawai'i may be viewed at: https://www.hawaii.edu/titleix/help/campus-security/, or a paper copy may be obtained upon request from the respective UH Campus Security or Administrative Services Office.
 
 In accordance with Article 10 of the unit 08 collective bargaining agreement, bargaining unit members receive priority consideration for APT job vacancies. As a result, external or non BU 08 applicants may not be considered for some APT vacancies. BU 08 members with re-employment rights or priority status are responsible for informing the hiring unit of their status. 
 
 Accommodation Request: The University of Hawai'i complies with the provisions of the Americans with Disabilities Act (ADA). Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the EEO coordinator directly. Determination on requests for reasonable accommodation will be made on a case-by-case basis. For further information, please refer to the following link: https://www.hawaii.edu/offices/eeo/accommodation-request/   

Salary : $5,250