Administrative Assistant III, Osher Lifelong Learning-Wilmington

University of Delaware

Equal Employment Opportunity Statement

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html


Job No: 498609
Work Type: Staff
Location: Wilmington
Categories: Administrative Support, Full Time


PAY GRADE: 27N

CONTEXT OF THE JOB:

The Osher Lifelong Learning Institute at the University of Delaware in Wilmington (OLLI-W) is a year-round membership cooperative providing opportunities for intellectual growth and social-cultural enrichment to more than 2,800 members aged 50 plus. One of the oldest and largest nationally, this program holds two full semesters and one summer session with more than 625 courses taught annually by more than 300 volunteer instructors. OLLI Online launched in 2020 and offers catalogs, registration, and class participation completely online. OLLI-W is a self-supporting operation with a $1.7 million annual operating budget that is supported 75% from membership fees and the balance from endowment income.

Information management, advanced problem-solving and analytical reasoning are critical for this role. Only a positive, can-do attitude will provide the level of teamwork and customer service necessary for success in this position. Experience with course and event registration software is strongly preferred. Under limited supervision of the OLLI-W Manager the incumbent will serve as the lead on OLLI member registration. Duties revolve around information management and dissemination including online and hard-copy catalog content, instructor data, member registration and financial processing. The role will also be a significant contributor to program marketing efforts through online and hard copy platforms such as websites, social media, brochure, and catalog production. The incumbent will work closely with OCM-PCS Marketing to ensure efficient workflow and production. Commitment to a team-based approach is key. Excellent communication skills are required to coordinate actions among technical staff, non-technical staff, volunteers, members, vendors, and contractors.



MAJOR RESPONSIBILITIES:

Registration Responsibilities (50%)

• Manage the day-to-day registration operations for all OLLI activities in New Castle County and online.
• Responsible for the management of the registration software, from course proposal solicitation through member registration, waitlists, drop/add, financial processing and basic reporting in ID Loom, Campus CE, Canvas as applicable.
• Work with vendors and UD IT staff to identify, resolve and test solutions to software registration problems pro-actively and in real-time.
• Work with UD Cashier's office, Financial Processor and OLLI-W Manager to ensure data contained in UD payment systems and enrollment system data align and process additional payments/refunds according to UD policies. Troubleshoot, as necessary.
• Resolves complex operational/administrative/procedural problems.
• Serve as primary point of contact for registration customer service.
• Train and support additional staff and volunteers as needed to assist in registration processing.
• Innovate to establish new norms and practices seeking to improve customer experience and increase efficiency as the program grows and evolves.
• Serve as OLLI's primary point of contact with internal and external stakeholders acting as conduit to manage and coordinate projects.
• Create and maintain effective communication with personnel, University departments, and external partners to ensure positive working relationships.
• Produce registration and enrollment reports for New Castle County and Online programs.
• Advise Manager on registration targets for future sessions using enrollment data trends.
• Synthesize registration data and present to OLLI-W Council.
• Responds to requests from program personnel and members on an ad-hoc basis, prioritizing emergencies.

Marketing Support (30%)

• Serve as OLLI lead for Fall/Spring/Summer OLLI course catalogs the primary marketing tool for OLLI with 6000 hard-copy distribution/catalog as well as online.
• Collaborate with marketing team on design and production of OLLI NCC and Online course catalogs: Extract catalog data and format, edit and proofread all copy; create catalog copy and work with marketing on catalog layout for streamlined customer experience both with hard copy as well as online catalog.
• Assist the Manager and OCM-PCS staff develop strategies for marketing New Castle County and online OLLI programs.
• Assist the Manager to provide original content for marketing products including short- and long-form text, art, photographs, and recordings (audio and video).
• Support OCM-PCS staff with the OLLI social media (e.g., Facebook) including scheduling, content creation, posting and reporting analytics.
• With OCM-PCS marketing, manage OLLI website including layout, content, and editing.

Additional Customer Service (10%)

• Assist team with general customer support including crowd management, online, phone and written communications.
• Assist team with technical training for OLLI members, as necessary.
• Support membership committees as assigned.
  
  

Additional Responsibilities (10%)

• Requires ability to work non-traditional hours, when requested.
• Understand and adhere to all UD policies and procedures.
• Be physically able to lift and move printed products weighing up to 50 pounds.
• Perform job-related duties as assigned.

QUALIFICATIONS:

• Requires a minimum of a high school diploma or GED, associate degree preferred, with three to five years of administrative/clerical experience.
• At least one year of academic program registration strongly preferred.
• Proficiency with standard office productivity tools including email, MS Word, MS Excel, MS Access or equivalents, Google Docs.
• Ability to use advanced techniques in spreadsheets, databases, and common office software.
• Strong organizational, analytical, and decision-making skills.
• Ability to handle multiple assignments concurrently while working under pressure to produce quality results.
• Ability to communicate effectively and interact well with people of all ages and diverse backgrounds.
• Possess a high level of attention to detail.
• Display a high level of judgement and discretion.
• Strong customer service skills and ability to work effectively in a team-based environment and independently.
• Must be able to communicate effectively with people having varied levels of technical knowledge and interact well with older adults with diverse backgrounds.
• Requires a positive and innovative thinker.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

Applications close:

PI179261915