Online Student Support & Engagement Coordinator

  • Title: Online Student Support & Engagement Coordinator
  • Class: Academic Professional
  • Exempt Status: Exempt
  • Level: 4

Nature and Scope of Work

Under the direction of management, the Online Student Support & Engagement Coordinator is responsible for recommending, developing, implementing, and coordinating services and activities that improve student success, engagement and retention in online classes. Builds community, assures quality programming, and engages in outreach and orientation activities. Leads casual and student staff to identify 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 identify and expand needed support services and access to online students with particular attention to degree completion retention,and term-to-term persistence, and graduation.
  2. Engages in outreach, orientation, and ongoing communication with online students. Hires and directs the work of casual staff and student peer support for providing orientation support.
  3. Maintains and updates Start Guide for Online Learning (OL) and student facing websites. Facilitates student transition into the online environment.
  4. Directs and supports the participation of OL students who are part of the OL Student Advisory committee (OLSAC), as well as hires, trains, schedules, and evaluates the performance of OLSAC committee members.
  5. Use data tools to track project goals, tasks, outcomes and document high-level themes that can be used to support and conduct program assessment.
  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. Participates in problem solving issues between students, instructors, and/or other college staff.
  8. 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. Works with Marketing and Recruiting staff to improve recruiting activities.
  9. Maintains technical knowledge of best practices in online learning, online educational trends, changes and developments in service strategies.
  10. Assists in the development of policies, practices, and standards which facilitate effective use of online learning.
  11. Represents online student and department needs on a variety of college committees, task forces, and work groups.
  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 Social Sciences or related field.  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.
Skills in:
  • Project management including communication, organization, facilitation and independent decision-making;
  • Program assessment;
  • 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.
Ability 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, 8/2023

  • Reviewed: 12/2018
  • New: 5/2008