Position Overview:
The Case Coordinator is an integral part of the Student Experience team, responsible for managing the CARE Team, student accommodation process, and case management duties. The position will require a caring, proactive approach with strong organizational and communication skills.
Specifically, the person in this role will manage daily operations relevant to student care services and related data systems. Serve as initial triage and central point of contact for all incoming student concerns, including via phone, email, and walk-in. Perform student outreach and make case assignments for follow-up per office protocol. Manage sensitive and confidential data regarding students of concern, including reporting responsibilities to assist affiliated offices. Functional responsibility for data integrity as well as creating reports. Establish on campus and off campus resources and referral systems. Provide presentations and plan and administer outreach programming. Manage marketing efforts to promote awareness of DKU student care services.
Reports to:
Counseling and Wellness Services (CAWS) Director
Essential Duties:
The Case Coordinator is responsible for a wide variety of domains, including:
1. CARE Team coordination. CARE team is Campus Assessment, Report, & Evaluation, which is a multidisciplinary team whose purpose is to receive reports from the DKU community regarding students of concern, review disability accommodations requestions (academic and non-academic), manage emergency situation related to mental and physical health, and more. This team is vital to the safety of our students, and all of the reports, follow-up, and coordination are managed by the Case Coordinator. The Case Coordinator is most often the initial point of contact for the students who are referred to the CARE team, and supports the student in carrying out any suggestions made by the CARE team.
2. Student Accommodation coordination. The Student Accommodation Services Office (SASO) receives, reviews, and approves requests for accommodations for certain disabilities and conditions. These requests can be diverse, including room assignments, physical environment, academic accommodations, etc. The Case Coordinator is the primary point of contact for applicants, and is responsible for shepherding each request through the multi-step process.
3. Case Management of complex/non-responsive cases. The Case Coordinator assists in the non-clinical or extra-clinical services that students need as a result of referral from CAWS, Academic Advising, Clinic, and other sources. This may entail physically searching for students who are non-responsive to emails, assisting communication coordination, etc. Additionally, the Case Coordinator is responsible for being familiar with relevant resources outside of DKU in order to assist with students who may require these services. As part of this role, the Case Coordinator may also need to accompany students to medical appointments and treatment as needed, during regular business hours.
4. Administrative duties. It is imperative that the Case Coordinator possess competent administrative skills in order to follow each student case/referral through the system, and to document each step and interaction with the student. This may include documentation, tracking follow-up, communication with other team members about what interventions have been applied to the student (and documenting as such), setting up appointments with family members, etc.
5. IT capabilities. The administrative components of this position necessitate requisite IT capabilities, as the documentation and tracking systems will be electronic. Additionally, the Case Coordinator is responsible for updating these procedures with requisite technology, if needed.
6. Perform other duties as assigned.
7. University employees' job responsibilities will continue to expand in scope and depth as the University grows in size and complexity in its programs.
Required Qualifications:
1. A Master’s degree in education, counseling, social work, public health or a related field and one year of previous relevant experience working in a college/university environment. Study abroad and international education degree background preferred. Direct experience with handling sensitive information, familiarity with mental health issues, ability to work effectively in a team environment and with complex systems.
2. Excellent written, verbal, and interpersonal skills, including a friendly, professional interaction style is required.
3. Bilingual in English and Mandarin Chinese.
4. Excellent customer service skills.
5. Demonstrated effectiveness in working within team environments.
6. Skills relevant to achieving successful relationships with students, parents, faculty, and other staff.
7. Excellent organizational skills, including the ability to multitask and prioritize, are needed.
8. Maturity and good judgment/decision making are essential to the position particularly in relation to handling crisis related calls and confidential materials.
9. Fluency with office productivity applications, database management, and web tools.
10. Experience with data analysis protocols and techniques.
11. Knowledge and understanding of university, medical and student privacy regulations and ability to appropriately maintain that information.
How to Apply:
Please be advised the salary is commensurate with experience.
Please submit your formal application by searching the position on DKU recruitment portal.