Coordinator, Online Student Support Services

Job Vacancy Announcement

Position Information

Position Title

Coordinator, Online Student Support Services

Position Type

Staff

Department

E-Learning Services

FLSA

Non-Exempt

Union/Non Union

Union

Full Time or Part Time

Full Time

Grade

13

Salary Range

Hiring Salary Range

$61,113 - $67,224 / annually

Fixed Term/Tenure Track (Faculty Only)

Regular or Temporary

Regular

Job Description Summary

The Online Student Support Services Coordinator provides integrated, single-point-of-contact support services for online students to create a proactive learning partnership. This includes tracking online student enrollment, persistence, success, and completion; and recommending and implementing strategies, processes, or systems to increase success of first-time online learners.

Minimum Qualifications

EDUCATION and EXPERIENCE
Associates degree in related field or equivalent formal training in related field. A combination of education and related experience for a total of six years’ experience working in a service-oriented environment, technical support, or related field. Familiarity with online learning technology required. Bachelor’s degree preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Must have strong commitment to higher education.
• Familiarity with one or more Learning Management Systems (Bb preferred)
• Ability to successfully resolve student issues from request through resolution.
• Skilled at connecting and building rapport with students from diverse backgrounds.
• Creative, innovative, and able to work both independently and in team environments.
• Ability to multi-task.
• Excellent verbal and written communication skills.
• Strong knowledge of Microsoft Office Suite.
• Strong computer and technical support skills.

Criteria

CRITERIA : The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position .

• Serves as the point person for online students who need assistance with the intake process, enrollment, advising, schedule changes; also handle advising, testing, and proctoring queries from online students who initiate contact via email, phone, live chat as well as in-person.
• Develop, deliver, evaluate, and maintain an interactive student orientation experience to prepare students for success in the online learning environment.
• Develop and maintain an online student support guide, managing materials and documentation.
• Reviews online class performance data for classes for predictors of online student success/failure and communicate with faculty to identify common hurdles or challenges for this group.
• Analyzes student demographic and survey date for predictors of retention/attrition/completion in online courses.
• Composes study strategies e-resources, self-assessments, and tools designed to improve students’ readiness and success for online learning.
• Provides recommendations regarding online student support strategies to intervene based on review of performance data, and develop online student support strategies to target students who struggle in online classes.
• Identifies tools such as Zoom, Teams or Canvas, and interactive media such as gaming technology and social media such as LinkedIn or portfolios, that create community and engagement for online students.
• Reviewscourse survey data and conduct focus groups with online students as needed to develop material that best serves their needs.
• Identifies the unique needs of online learners and characteristics that impact their success and connection to the college in coordination with eLearning Services team, the instructional designer/developer, and online faculty.
• Assesses the effectiveness, student satisfaction, and sustainability of resources developed.
• Maintains accurate documentation and assist eLearning Services with annual reports, surveys, and other reporting requirements.
• Adheres to college policy regarding confidentiality standards.
• Provides Learning Management System assistance to students via walk-in, phone, email, and live chat.
• Ensure the Learning Management System information is accurate and up-to-date for online students each semester, including course syllabi and other minimal expectations as established by the college for online courses.
• Design, deliver, and Assess orientation and training for online students on the Learning Management System and myPGCC student portal.
• Tracks LMS and myPGCC student portal training to ensure students are prepared for online courses.
• Responds to online student concerns as reflected on end-of-course surveys.
• Responsible for complying with all required College mandated training within the prescribed timelines.
• Performs other duties as assigned.

Job Requirements

• Must be able to work Monday through Friday, 8:30 a.m. to 4:30 p.m. Work schedule subject to change based on department needs.
• Ability to effectively communicate in spoken and written standard English.
• A limited background investigation will be conducted prior to offer of employment. A signed authorization for release of personal information will be required if selected for an interview.
• As required by the 1986 Immigration Act, be prepared to present acceptable documentation showing your identity and that you are a U.S. citizen or an alien who is authorized to work.

Is Background Check Required?

Yes

Is the incumbent responsible for working with minor children or directly engaging with minor children on campus?

No

Posting Detail Information

Posting Number

PGCC180411/12

Open Date

05/27/2022

Close Date

Open Until Filled

Yes

Background Check Statement

Prince George’s Community College is committed to providing a safe campus community. PGCC conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, education verification, and when appropriate, a financial (credit) report or driving history check.

Special Instructions to Applicants

Prince George’s Community College values the safety of its students, faculty, and staff. As part of that commitment, the College has announced effective October 21, 2021, all students, faculty, and staff must be vaccinated against COVID -19 or tested for the virus weekly. As a prospective or new employee, you will be required to comply with this mandate and all the necessary safety protocols, including wearing a mask. Please direct your questions related to the vaccination, testing, mask mandates, and requirements for exemptions to VMPO@pgcc.edu .

Application Status ; you will receive an email acknowledging receipt of your application, upon which time no further communication occurs unless selected for an interview or the position is filled. If recommended for hire, communication is immediately sent to your references listed on your application. Also, you will receive an email notification from HireRight requesting you to submit authorization to complete a background investigation.

First review of applications will occur on June 6, 2022.
Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * Which of the following best describes your level of completed education? (Education details must be included in your application.)
   • Master's Degree or above from an accredited college/university
   • Bachelor's Degree from an accredited college/university
   • Associate's Degree from an accredited college/university
   • One to two years of college credit (30 credit hours is equivalent to one year)
   • Less than 30 credits from an accredited college/university
   • High School Diploma or GED
   • None of the above
2. * Do you have a combination of education and related experience for a total of at least six years? See minimum qualifications for this position.
   • Yes
   • No
3. * Please provide evidence of your ability to effectively use instructional technology (Internet, instructional software, Learning Management System, videoconferencing, etc.).
   
   (Open Ended Question)
   
   
4. * How did you hear about this employment opportunity?
   • HERC
   • HigherEd Jobs
   • Hispanic Outlook
   • Indeed
   • Personal Referral
   • PGCC Website
   • Social Media (LinkedIn, Twitter, Facebook)
   • The Chronicle of Higher Ed
   • The Washington Post
   • Other: Please indicate below
   • Educause
5. How did you hear about this employment opportunity? If you selected 'Other' please indicate source:
   
   (Open Ended Question)
   
   

Applicant Documents
Required Documents

1. Resume
2. Cover Letter

Optional Documents

1. Certifications - See Minimum Qualifications for type
2. Other