K-12 Customer Service Liaisons

University of Oregon
Oregon, United States
Salary Not specified
Posted Date
May 18, 2022

View more

Position Type
Administrative, Academic Affairs, Research Administration
Employment Level
Non-Tenured Track
Employment Type
Full Time

K-12 Customer Service Liaisons

Job no: 528064
Work type: Faculty - Pro Tempore
Location: Eugene, OR
Categories: Other, Research/Scientific/Grants

Department: Prevention Science Institute
Rank: Research Assistant
Annual Basis: 12 Month

Review of Applications Begins
Immediately; applications will be reviewed as needs arise

Special Instructions to Applicants
Complete applications must include a cover letter, resume, and contact information for three professional references.

Program Summary
The Monitoring and Assessment Program (MAP), was created to develop and expand the university's testing capacity for the coronavirus that causes COVID-19. The program recently received additional funding through a partnership with the Oregon Health Authority (OHA) to provide an opt-in SARS-CoV-2 (Covid) screening testing program for students at public and private K-12 schools throughout Southwestern Oregon. This program will be free for schools and parents/guardians and will be an important tool to combat the spread of Covid in our communities. More information about the K-12 program is available here.

The University of Oregon is one of OHA's partner laboratories in this program and will provide testing to K-12 schools located in Coos, Curry, Douglas Jackson, Josephine and Lane Counties. Test collections will begin in early September 2021 to help support a safe in-person school experience for our younger Oregonians.

Housed within the Office of the Vice President of Research and Innovation (OVPRI), MAP leverages the research strengths of the UO, including expertise in genomics, data science, and prevention science, and coordinates implementation of MAP's SARS-CoV-2 sample collection and community testing efforts.

MAP has a number of immediate openings to support this exciting new program. Position and application information are included with the links below. Positions are funding contingent, limited-duration appointments expected to run until at least June 2022.

Join our team and help support safe in-person learning for K-12 students in Oregon!

Available positions
K-12 Office Specialist 2
K-12 Couriers (multiple openings)
K-12 Customer Service Liaisons (multiple openings)
Field Coordinators (multiple openings)
Lab Technicians (multiple openings)
Student positions: Fall 2021 Intake Team, Lab Assistant

Position Summary - Customer Service Liaison
The K-12 Customer Service Liaisons (CSL) will work directly with schools' administrators and students' families. As the first point of contact for participating schools, they will have assigned schools and/or territories, to develop and manage relationships. Responsibilities include solving logistical, information services/technology, and student support issues as they arise via phone, email, video calls, and possibly in-person. The CSL will assist in the K-12 registration and sign-up process, fielding questions, and troubleshooting. The incumbent is expected to act proactively to support school partners.

When applicable to the project, this position will coordinate the collection of participant biospecimen samples which includes managing inventory and organizing supply shipments. In collaboration with shipping, couriers, and purchasing to ensure supplies are available and kits provided to schools on schedule. This includes answering questions regarding the collection process and sample storage to minimize risk and ensure quality control.

The CSL provides key coordination and technical support for COVID-19 testing with an emphasis on HIPAA compliance and interfaces with communications, information services, clinical laboratory, sample intake, and other teams to ensure continuity of operations. The position will be responsible for troubleshooting issues such as inventory, database management, and reporting as they arise.

The position reports to the Covid-19 Logistics Manager and under their direction will assist in FAQ development and coordinate with school and community partners and liaisons. This position will work in tandem with one or two other K-12 Customer Service Liaisons to collaborate and problem solve. Positions are funding contingent one-year appointments.

Flexibility is required in regard to work schedule and time; the applicant must be able to assist with technical and scheduling challenges as they arise.

Minimum Requirements
  • Bachelor's degree in a relevant field OR experience relevant to the duties of this position (customer service, community organizing, any medical experience, data collection, etc.)
  • Three years of customer service or K-12 experience
  • One year of experience supporting multi-step projects and planning

    Professional Competencies
  • Ability to work in a team environment and facilitate cooperative interactions among employees and stakeholders.
  • Strong communication skills and the ability to handle sensitive and confidential situations with demonstrated poise, tact, and diplomacy.
  • Demonstrated expertise with Microsoft Office Suite programs
  • Exceptional time management skills, with strong attention to detail
  • Ability to manage multiple priorities with overlapping deadlines and frequent interruptions while maintaining a high level of customer service and professionalism
  • Excellent planning and project prioritization skills
  • Excellent verbal and written English communication skills to obtain, provide, or exchange information with project collaborators and staff, including a capacity for sensitivity, confidentiality, and diligence with regard to human subjects information
  • Demonstrated ability to engage with those of other cultures or backgrounds as well as to develop knowledge of, respect for, those from a broad array of cultures and backgrounds
  • Demonstrated ability to learn, understand, explain, and comply with university and government policies, rules, and regulations
  • Strong analytical and critical thinking skills and ability to analyze, summarize, and effectively present data/information
  • Ability to work independently as well as in a collaborative team environment
  • Ability to represent the UO in a professional manner with diverse set of stakeholders including, investigators, staff, administrators, students, and research participants
  • Ability to manage complex environments in a calm, constructive, and professional manner
  • Strong technical ability and knowledge; high level of competence in managing and organizing computer data files;, using study databases, troubleshooting basic technical problems.

    Preferred Qualifications
    Bachelor's degree
    Familiarity with Oregon Department of Education schools and its constituents.
    Experience or training in biology, natural sciences, medical operations and/or human subject research
    Knowledge of participant tracking databases
    Experience working with underserved communities.
    Experience working with both on-site and remote teams

    The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.

    The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at uocareers@uoregon.edu or 541-346-5112.

    UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.

    In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at http://police.uoregon.edu/annual-report.

    To apply, visit https://careers.uoregon.edu/en-us/job/528064/k12-customer-service-liaisons


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