What are the responsibilities and job description for the Student Success Coach position at Valley Training Centers LLC?
- SUMMARY
The primary duty of this position is to assist students with their retention needs to ensure the successful completion of their educational program. This position also monitors/manages retention- based issues and supports student academic needs for the programs taught online. This position will report directly to the Online Director of Academic Affairs (ODoAA) and work closely with the Senior Student Success Coach (SSSC) and Director of the Online Division (DoOD).
- RESPONSIBILITIES & DUTIES
- Retention/Administrative:
1. Conduct online introductory calls with students. Calls are individually based and assigned by program.
Introductory calls include:
- Welcome Call: an introductory call with the coach and student. The discussion centers on goals and objectives.
- Student Success Plan Call: Completed during the students’ first course. The Student Success Plan Call reviews the students’ answers on how they are going to overcome obstacles and stay focused as the program progresses.
- Work with Admissions Representatives to ensure students are prepared for their first day of courses and partner with admissions to assist students with preparing to start courses
- Ensure compliance with FERPA regulations by verifying students’ identity over the phone
- Work to achieve the first contact resolution on every call
- Make goodwill contact with students that encourage participation and engagement. All students should be contacted at the beginning of the first and third week of class and all high-retention risk students should be contacted as needed. During the goodwill contacts, confirm the students’ contact information to ensure addresses are correct for book shipments.
- Make goodwill contact with all students at the end of each tier. The purpose of this contact is to congratulate the student on their achievement of completing the tier and encourage them to continue through the program. This may be accomplished through other means besides telephone calls, such as a texts, emails, Moodle messages and greeting cards that say, “congratulations”.
- In coordination with the ODoAA, the SSSC, and the instructors initiate correspondence that pertains to attendance with the use of phone calls, texts, emails, or social media platforms for students who have not logged on or participated in class for two days or more, and follow-up with continued communication as necessary.
- Adhere to proper procedures for following up with “temporary out” (leave of absences, retakes, standard period of non-enrollment) students to help ensure their planned return to classes. Facilitate communications between the students and instructors and online administration staff. In addition, keep the online management team abreast of any issues that may impact retention.
- Maintain and update the Online Facebook page and be the liaison to make sure your assigned students’ issues are directed to the appropriate staff to address the students’ needs.
- Inform the Online DoAA and SSSC if a student needs to receive a letter of termination due to excessive absenteeism so proper procedure can be followed.
- Coordinate reports for student success under the leadership of the Senior Student Success Coach. Reports include but are not limited to: LDA, Extra Credit, Do Not Ship Book Requests, Temporary Out, Start Day Reports, and SSC reports.
- Other duties as assigned.
- JOB SPECIFICATIONS
Requirements: The Student Success Coach must demonstrate the ability to work creatively and independently, have the ability to assimilate and comprehend policies and procedures, must possess a high degree of technical proficiency, display demonstrated competency in internet usage and must possess strong organizational skills. The position requires the ability to communicate clearly, effectively and professionally; both orally as well as in written form, while maintaining a high degree of confidentiality. Two years of related work experience and an associate’s degree (or higher) is required.
Supervisory Control: The Student Success Coach will report to the Online Director of Academic Affairs while being under the daily direction of the Senior Student Success Coach.
