Associate Director of Student Outreach and Support

Job Description

The Associate Director of Student Outreach and Support (SOS) provides strategic leadership in non-clinical case management for all actively enrolled students experiencing significant academic disruption due to mental health, behavioral, or personal challenges.

This role manages complex student cases, supervises case management staff, and ensures students are connected to appropriate resources and care.

The Associate Director plays a key leadership role within SOS, offering training, coaching, and consultation to team members, and managing office processes and protocols.

This position also serves as one of two primary departmental contacts in the Director’s absence, particularly for student concerns and consultations.

Additionally, the Associate Director participates in the on-call rotation to support students in crisis and coordinates with campus partners to ensure timely and effective resource deployment.

Education and Experience

Master’s degree in Higher Education Administration, Counseling, Social Work, Student Affairs, Psychology, or a closely related field.

Five plus years of progressive experience in student support services, case management, crisis response, or related areas within a higher education setting.

Two plus years of supervisory experience, including staff development and performance management.

Demonstrated experience managing complex student cases involving mental health, behavioral concerns, or personal crises.

Certification or formal training in Crisis Intervention and trauma-informed care/practice

Experience working in a Dean of Students or Student Affairs office.
Experience developing and delivering training programs or educational workshops for staff, faculty, or students.

Skills and Knowledge

Deep understanding of student development theory, trauma-informed care, and non-clinical case management practices.

Strong working knowledge of FERPA, Title IX, Clery Act, and other relevant federal and state regulations.

Proven ability to assess risk, make sound decisions under pressure, and coordinate crisis response.

Excellent interpersonal, presentation/public speaking and communication skills, with the ability to work effectively with diverse populations.

Proficiency in using case management software (e.g., Maxient, PeopleSoft, Orange Success (Starfish)) and data reporting tools.

Ability to maintain confidentiality, exercise sound judgment, and demonstrate empathy and professionalism in sensitive situations.

Familiarity with campus threat assessment teams or behavioral intervention teams (BIT).

Responsibilities

Supervise and coach case management staff, including onboarding, training, and performance evaluation.

Develop and maintain office protocols, training materials, and quality assurance processes.

Oversee Care Ambassadors student leaders.

Act as a primary point of contact in the Director’s absence for student-related issues and consultations.

Provide guidance and consultation to faculty, staff, and administrators on student support strategies.

Collaborate with campus partners to enhance student support networks and streamline referral processes.

Contribute to the development and implementation of policies and outreach initiatives that promote student well-being and retention.

Lead the coordination and delivery of non-clinical case management services for high-impact student situations.

Oversee complex and sensitive student cases, ensuring timely and appropriate interventions.

Serve in the on-call rotation to respond to student crises and urgent concerns.

Coordinate with campus and community partners to deploy appropriate resources during emergencies.

Physical Requirements Not Applicable Tools/Equipment Not Applicable