Portland Community College | Portland, Oregon

Student Appeals and Resolution Process Specialist

Class: Classified | Exempt status: Non-Exempt | Grade: 21

Under the direction of management, the Student Appeals and Resolution Process Specialist is responsible for the day-to-day coordination of the complaints, feedback and student appeals processes. Implements feedback and assessments and advances student-centered, trauma-informed processes. Works independently and exercises considerable judgment in responding to complex, technical and sensitive issues that may have significant impact. This position will interact with a wide variety of internal and external partners, including administrators, staff, and representatives from external organizations.

Typical Duties and Responsibilities

1. Coordinates the day-to-day operations of student complaints, feedback and appeal processes by responding with an acknowledgement, reviewing the information, and forwarding them to the appropriate administrator.
2. Creates and maintains program records and files, including electronic and paper records, and provides administrative support.
3. Engages with related PCC stakeholders to enhance the processes by expanding and improving services. Coordinates with administrators on the timelines for complaints, feedback, and appeals while working towards having it streamlined.
4. Partners with the PCC CARE (Coordinate, Assess, Respond, Educate) team located in the Office of Student Conduct and Community Support to deliver holistic student support. Provides information to students and updates them on where they are in the process.
5. Works with students through complaints, feedback and appeal processes. Assists with navigating the different processes and problem solving a variety of complex issues. Offers additional information on PCC or community resources.
6. Provides information and referrals to the Office of Student Conduct and Community Support and the Office of Equity and Inclusion. Follows all related laws, regulations, and policies while providing assistance.
7. Works with faculty and other staff on identifying and remediating barriers and gaps that hinder student success and completion, while focusing on student success strategies. Gives input on process and systems changes and improvements. Communicates with faculty and staff on any process changes.
8. Facilitates College-wide training to faculty and staff around student complaints, feedback and appeal processes.
9. Offers or delivers information on available resources and services. Participates in a variety of meetings, committees, or other related groups to communicate information regarding services, areas of opportunity and other pertinent information related to processes.
10. Develops materials and publications for marketing including information (i.e. flow charts and outlines), about the program processes/timelines and keeps the website updated.
11. Researches, analyzes, compiles and presents information and reports. Disseminates information to appropriate parties.
12. Attends workshops and trainings related to best practices, policies and regulations, broader social issues, and current theory toward developing, improving, and implementing existing and new processes.
13. Supports ongoing review and efforts for continuous process improvement.
14. Attends meetings and serves as organizer or member of groups and committees associated with the program.
15. Participates in equity, inclusion, and other district strategic efforts and conversations related to supporting students, and makes recommendations. Offers recommendations on program vision and goals.
16. Performs other related duties as assigned.

Work Environment and Physical Requirements

Work environment includes frequent disruptions and changes in priorities. Work is generally performed in an office environment with frequent interruptions and irregularities in the work schedule. May require limited local travel. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily.

Minimum Qualifications

High school diploma or equivalent and five (5) years of responsible administrative support experience, coordinating projects and/or multiple processes. College or business school training may be substituted for up to two (2) years of the experience requirement. Other combinations of experience, education and training that would provide the required knowledge, skills and abilities will be considered.

Knowledge, Skills, and Abilities

Knowledge of:

• Program development and coordination;
• College resources available for referrals;
• Student success and retention strategies;
• Post-secondary education and student development;
• Applicable local, state and federal laws, codes, rules, and regulations.

Skills in:

• Problem-solving, mediation, and conflict resolution techniques;
• Developing strong working relationships;
• Organization and/or office management techniques;
• Operating a computer and various supporting software packages;
• Public speaking and presentation;
• Gathering data and assessing outcomes;
• Facilitating training;
• Working with students in crisis;
• Managing multiple projects and priorities simultaneously.

Ability to:

• Practice strong time management;
• Effectively communicate in oral and written form;
• Prioritize multiple projects and work in an environment with interruptions;
• Problem solve;
• Maintain confidentiality and communicate with discretion;
• Apply de-escalation techniques;
• Work effectively with diverse academic, cultural and ethnic backgrounds of community college students, staff and partners.

New

11/2021

Portland Community College is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected class.