Portland Community College | Portland, Oregon Portland Community College

Online Student Services Coordinator

Title: Online Student Services Coordinator

Class: Academic Professional

Exempt Status: Exempt

Level: 4

Nature and Scope of Work

Under the direction of management, the Online Student Services Coordinator is responsible for recommending, developing, implementing, and coordinating services and activities that improve student success and retention in online classes. Builds community, assures quality programming, and engages in outreach and orientation activities. Leads tutors and other casual staff, identifies appropriate tools and resources for online learning, plans and facilitates workshops, provides general student support as needed, and leads special projects.

Typical Duties and Responsibilities

  1. Recommends, develops, grows, and leads initiatives to implement services supporting online students, including underserved populations.
  2. Implements, promotes, and integrates online tutoring services. Maintains budget for services and staff. Recruits, trains, and monitors the work of online tutors. Works with outside organization to identify subject area needs, coverage, service quality, and more. Analyzes usage data to evaluate efficacy of services.
  3. Coordinates proctoring alternatives for online students. Trains instructors and liaises with vendors. Coordinates with college testing centers to standardize guidelines and practices and identifies viable testing center locations.
  4. Engages in outreach, orientation, and ongoing communication with online students. Works with Marketing and Recruiting staff to improve efficacy of recruiting activities. Maintains and updates Start Guide for Online Learning and student facing websites. Hires and directs the work of casual staff and student peer support for providing orientation support.
  5. Collaborates and engages with external organizations and PCC service offices to expand support and access to online students.
  6. Works with faculty, students, and college staff to design and facilitate online workshops focused on access to college resources, scholarships, the college transfer process, student success, and other areas.
  7. Represents online student and department needs on a variety of college committees, task forces, and work groups.
  8. Participates in problem solving issues between students, instructors, and/or other college staff. Facilitates student transition into the online environment.
  9. Maintains student-facing web content and services in collaboration with Online Learning staff, IT, and Marketing. Monitors and uses social media tools to promote services and respond to concerns.
  10. Maintains technical knowledge of best practices in online learning, online educational trends, changes and developments in service strategies.
  11. Assists in the development of policies, practices, and standards which facilitate effective use of online learning.
  12. Leads special projects as assigned.
  13. Performs other related duties as assigned.

Work Environment and Physical Requirements

Work is generally performed in an office setting.  Exposure to video display terminals occurs on a regular basis.  Work pressure from deadlines and daily interruptions of work flow are expected and occur on a regular basis.

Minimal physical exertion is required.  Learned physical skill is required to perform keyboarding function.

Minimum Qualifications

Bachelor’s degree in Education with an emphasis in student services.  Relevant experience may substitute for the degree requirement on a year-for-year basis.

Two years of experience developing online student services, creating instructional and informational material for the internet, and using computers and software to communicate with students.

Knowledge, Skills, and Abilities

Knowledge of:

  •  Service needs of online learners;
  • Principles and practices of student support services;
  • Training techniques and adult learning theory;
  • Computer and software applications and emerging technologies for communicating with students;
  • Critical thinking and data analysis methods;
  • Student retention strategies;
  • Budget management practices;
  • Applicable local, state, and federal laws, codes, rules, and regulations;
  • General college policies and procedures.

Skill in:

  • Project management including communication, organization, facilitation and independent decision-making;
  • Motivating and leading the work of others;
  • Identifying and resolving problems;
  • Communicating technical information to non-technical audience;
  • Applying software application development tools;
  • Performing needs assessment.

Able to:

  • Work effectively with diverse academic, cultural, and ethnic backgrounds of community college students and staff;
  • Design and present staff development programs;
  • Establish cooperative working relationships;
  • Communicate effectively orally and in writing;
  • Work independently with minimal supervision;
  • Prioritize multiple projects and work in an environment with regular interruption;
  • Coordinate activities with a wide variety of staff and management;
  • Learn new software without difficulty.

Revised: 2/2019

Reviewed: 12/2018

New: 5/2008