Job Information
University of Utah Outreach and Inquiries Manager, Scholarships & Financial Aid in Salt Lake City, Utah
Details
Open Date 03/27/2024
Requisition Number PRN38082B
Job Title Manager, Program
Working Title Outreach and Inquiries Manager, Scholarships & Financial Aid
Job Grade D
FLSA Code Administrative
Patient Sensitive Job Code? No
Standard Hours per Week 40 Hours
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
Monday thru Friday; 8:00 – 5:00 with some weekend and evening work as necessary
VP Area Academic Affairs
Department 00294 - Financial Aid
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $45,000 to $48,328
Close Date
Open Until Filled Yes
Job Summary
Position ensures outreach activities and inquiries are monitored, assigned, and handled in an accurate, thorough, timely, and inclusive manner. Participates actively in managing workflow and work processes.
Responsibilities
1.
MANAGEMENT OF AREAS AND PROCESSES
Manages and oversees effective assignment and resolution for inquiries regarding application, eligibility, and processes for scholarships and financial aid programs; ensures institutional compliance, program intent and goals, and timely, accurate responses; adheres to relevant rules, regulations, policies, and practices
Manages and oversees accurate and complete recording/documentation of inquiries and communications through effective customer relationship management processes and platform
Ensures effective advice and counseling are provided for inquiries and recipients
Monitors and schedules effective coverage of approved outreach events on campus and in the community, including virtual events; ensures professional and effective staffing, content, and training for outreach events
Supports maintenance of office website information; ensures appropriate consumer information is accurate and readily available to students and colleagues; ensures effective related communications, service, and training for students and colleagues
Regularly revises, updates, and distributes manual(s) to ensure awareness of applicable regulations, policies, and procedures, as well as rights and responsibilities (for students and colleagues)
Fosters constructive working relationships with on- and off-campus program/process partners and colleagues
Participates in annual updates to forms, documents, and application workflows
Serves as subject matter expert and lead for documents and records for office
2.
SERVICE , PROCESSING , AND COMMUNICATIONS
Effectively advances processing and service workloads including delivery of services and processing; adjusts accordingly in collaboration with managers to ensure balanced, timely, accurate, well-documented, equitable, and inclusive services and processing within benchmarks established by supervisor and/or office management team
Distinguishes between first-level and second-level complexity in application and eligibility situations and scenarios, including assignment of response to inquiries and/or communications
As needed, applies verification and appeals policies/requirements accurately, consistently, fairly, and equitably
Professionally addresses and works toward resolution of complex or novel situations encountered in processing and service work of office
Ensures professional delivery of services, including maintenance of data/information security, privacy, and confidentiality
Follows appropriate records management procedures and complies with recordkeeping and archival requirements
Completes multiple complex reports used to monitor and assure service and processing benchmarks, as well as accuracy of eligibility and payments
3.
COMPLIANCE AND SUPPORT
Maintains expertise in laws, regulations, policies, procedures, and high-impact practices affecting eligibility for and management of designated programs/processes
Monitors eligibility determinations for designated programs to ensure they are accurate and reasonable, and that adjustments are made appropriately and timely; ensures maintenance of thorough documentation of eligibility determinations, compliance, adjustments, and all related transactions for purposes of audits and program reviews
Maintains access to and a working knowledge of relevant internal and external systems
Provides clear and accurate documentation of transactions, conversations, interactions, and edits affecting student eligibility and/or compliance with applicable regulations, statutes, and/or policies
Adheres to all statutory, regulatory, and policy guidance, including office policies and procedures
Maintains privacy and confidentiality of student and family data and information
Maintains security of student records and related information
Actively participates in and contributes to overall office effectiveness
4.
TRAINING AND PROFESSIONAL DEVELOPMENT ; PROFESSIONALISM
Maintains current knowledge of policies, rules, regulations, technical standards, and high-impact practices associated with administering and delivering federal, state, institutional, and private programs, including associated systems and emerging technologies
Actively participates in professional meetings, conferences, and workshops; meets and communicates clearly with colleagues in similar positions/roles; researches industry practices; shares resulting knowledge and research with management and staff in order to serve well the students and the institution
Participates in approved professional development activities in coordination with supervisor
Ensures area policies and procedures are current and accurate
Supports financial aid outreach events, ensuring delivered information and question responses are accurate, timely, complete, and professional
Maintains professional appearance and demeanor, including when engaging students, families, colleagues, and members of the public
Collaborates with other employees on office committees regarding policy, procedures, and training opportunities
Assists in training new employees (permanent and temporary, including interns and graduate assistants), as needed
5.
GENERAL OFFICE SUPPORT AND EFFECTIVENESS
Effectively participates in and oversees area(s) of responsibility
Partners in monitoring and assurance that overall office operations are functional, accessible, efficient, compliant, and free of conflicts of interest
Timely and accurately completes assigned workload; proactively coordinates with colleagues and managers to ensure effective office-wide coordination and delivery of processing, services, and outreach activities
Routinely and thoroughly reviews output and reports for accuracy and compliance
Follows established timelines/calendars for projects/tasks; provides updates as necessary
Ensures communication of policies and procedures (including rights and responsibilities) to students, families, and colleagues occurs in an accurate, timely, effective, thorough, equitable, and inclusive manner
Routinely informs supervisor and senior management team of status updates regarding the designated programs/processes; advises management of anomalies, trends, or patterns affecting student and program eligibility
As needed, serves on and/or oversees various office committees, which may include such functions as a communications plan, appeals processes, outreach, personnel, forms and publications, etc.; position may also be asked to serve on Enrollment Management and/or University committees
Maintains effective working relationships and serves as a resource regarding scholarship and financial aid issues, policies, and procedures
Collaborates on office-wide training and development plans
Performs other duties as assigned by supervisor and/or Executive Director, including providing assistance in other areas within UOSFA during peak or seasonal periods for processing and service
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Minimum Qualifications
Bachelor’s degree in a related field plus two years of related experience or equivalency (one year of education can be substituted for two years of related work experience). Demonstrated human relations and effective communication skills also required.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
Previous work experience in a higher education setting.
The ability to effectively manage complex regulations/policies and eligibility requirements, as well as the demonstrated ability to work with and serve well a diverse population of students.
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.
All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/
Online reports may be submitted at oeo.utah.edu
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.