TITLE Information Supervisor, Admissions
CLASSIFICATION NUMBER 5820
IMMEDIATE SUPERVISOR Assistant Director of Admissions for Office Operations
MAJOR ADMINISTRATOR Assistant Vice President, Enrollment Management and Services
The Information Supervisor provides customer service to prospective and current students, parents, faculty, and staff and supervises and trains all part-time employees and student workers in the Admissions Operations area. The Information Supervisor assures the switchboard is staffed at all times with trained individuals able to provide accurate, timely, and detailed information on the status of individual students, the application process, exceptions, special issues, etc. The Information Supervisor maintains the information manual which includes updates on policies and procedures, current information on University processes, and other information prospective or current students, parents, faculty, and staff may need to know. The Information Supervisor is responsible for developing and implementing new strategies for improving communications and customer service for the prospective or current students, parents, faculty, and staff being served by the Information Center.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A high school diploma or the equivalent is required; a college degree is preferred.
Experience: At least four years of responsible office clerical experience, including a strong customer service aspect, is required. Experience working in an admission office is preferred. At least two years of supervisory experience is preferred. Experience requiring the administration of complex processes and independent decision-making is required. Training experience is preferred. Familiarity with the admission process, classification of students and other aspects of higher education are preferred.
MINIMUM ACCEPTABLE QUALIFICATIONS
Skills: The ability to handle large volumes of telephone calls and inquiries in a friendly and professional manner is required. Effective organizational skills are required. Computer literacy in the use of personal computers and/or mainframe computers is required and includes keyboarding ability and a functional knowledge of word processing, spreadsheets, data entry, or database management. Strong written and verbal communication skills, the ability to operate electronic photocopier or other standard office machines, maintain complex filing systems and records, and make arithmetic calculations and reconcile records are required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Effort: Clerical positions are primarily sedentary, however, some positions may require walking and/or standing for extended periods of time. Clerical positions occasionally require the ability to lift and carry materials and equipment weighing up to 25 pounds, to reach heights up to 8 feet by climbing ladders or stools, and to bend or crouch to reach materials or equipment stored on lower shelves or in lower cabinet/desk drawers. Clerical positions require keyboarding on a daily basis, which may be extensive at times.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Assures accurate and timely information is available to students and parents regarding the admission process and the creation of a favorable impression of the University by organizing the activities of the Information Center, providing training sessions for all student and part-time employees, maintaining the Information Manual, and maintaining a supply of forms and brochures for use at the switchboard.
2. Assures the switchboard is staffed by well trained individuals by scheduling coverage during breaks, lunch, vacations, and illness.
3. Provides support for the Admission Operations area by developing and implementing a student worker schedule to effectively cover all aspects of the area, supervising student workers to process applications and transcripts in a timely fashion, and assisting the Admission Evaluators in gathering and processing student applications.
4. Provides accurate information to prospective or current students, parents, faculty, and staff by asking appropriate questions to elicit what information is needed.
5. Promotes a positive image of the Admissions Office and the University by supervising the switchboard operator(s) and ensuring that all inquiries from prospective or current students, parents, faculty, and staff are handled in a polite and professional manner.
6. Complete various assigned administrative tasks in a timely and accurate manner, such as disseminating, collecting, and organizing information for internal and external uses, changing student identification numbers, and working with various other offices and departments as needed. TITLE Information Supervisor, Admissions contd.
7. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
8. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses and videoconferences, and attending training and/or courses required by the supervisor.
9. Contributes to the overall success of the Office of Admissions by performing all other duties as assigned.
The Information Supervisor is supervised by the Assistant Director of Admissions for Office Operations and supervises part-time employees and student workers.
OFFICE OF HUMAN RESOURCES
REVISED JANUARY 2017
JOB FAMILY 1
Factor 1: Educational/Experience Requirements of the Job
Level 5 - 680 Points: A combination of education and experience equivalent to a Level 5 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Complexity and Technical Mastery
Level 4 - 370 Points: In addition to considerable skill in oral and written communication, the ability to make basic mathematical calculations, the ability to understand and follow instructions, knowledge of moderately complex or other work procedures, and the ability to work independently and coordinate a variety of activities and events, the job requires specific professional skills and/or skills in managing a wide variety of complex processes.
Factor 3: Responsibility for the Work of Others
Level 6 - 270 Points: Supervision of more than one permanent employee, and/or a moderate number of part-time or temporary employees, and/or large numbers of student workers that involves a full range of supervisory responsibilities including staffing the unit, training employees, planning work, and reviewing work and employee performance. The job may require close and/or frequent supervision and considerable responsibility for performance management. At this level, supervisory duties constitute a moderate amount of work time.
Factor 4: Guidelines
Level 3 - 220 Points: The work involves carrying out a group of procedures using the general methods and desired results indicated by the supervisor. Typically, standard operating procedures, handbooks, and/or reference manuals exist for most procedures, but the incumbent must select from the most appropriate of several guidelines, and make minor adjustments to methods. The incumbent uses judgment in interpreting and adapting guidelines such as University policies, regulations, precedents, and work directions for application to specific cases or problems. The incumbent makes decisions regarding most deviations from the guidelines but major deviations from guidelines are referred to the supervisor. Assignments are related in function and objective, but processes, procedures, or software varies from one assignment to another. Based on assignment, incumbents use diverse but conventional methods, techniques, or approaches. Jobs at this level may perform work that is moderately complex, but normally performed within a fairly narrow and specific functional area.
Factor 5: Contacts
Level 4 - 205 Points: The purpose of interactions is to solve recurring and structured problems, to provide specialized or technically precise information to others, and/or to plan or coordinate work efforts with other employees. Contacts involve cooperation and coordination and may involve the organization of activities of programs requiring working relationships among several parties. While contacts may require some level of persuasion, potential for conflicts and disputes are relatively minor. Interactions are moderately structured and routine and may involve employees in different functions, students, and/or the general public.
Factor 6: Work Impact
Level 3 - 300 Points: Work activities normally address conventional problems or situations with established methods to supply other employees with information, services, or products they use to perform their work. Work products or services facilitate the work of other employees and directly affects the ability of other employees to timely complete specific tasks or processes. Work activities may affect the quality of services provided to moderate numbers of employees, students, or the public, but the services, information, or products provided have relatively minor effects on the welfare of the affected groups.
Factor 7: Physical Effort and Work Environment
Level 1 - 25 Points: The work environment consists of exposure to physical conditions typical of a normal office environment. Most of the job is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects.