Position Overview: An administrative specialist who works at front desk reception as a key member of the support staff team at Student Counseling Services, part of the Office for Student Affairs. As the first point of contact for the students who utilize our services, the administrative specialist checks-in and schedules appointments and consultations, takes calls, participates in meetings, communicates with staff and trainees, and performs various clerical tasks as needed–all while helping to create a welcoming, inclusive, and affirming environment.
This position will be working full-time in-person on-site at the University of Minnesota’s Twin Cities Campus, unless otherwise directed by the University of Minnesota- Twin Cities COVID Policies and Procedures.
Major Duties and Responsibilities:
1. Assist Clients (55%)
First point of contact for Student Counseling Services (SCS), providing culturally inclusive reception services to all clients and visitors to SCS, which includes greeting and checking-in students, and answering relevant questions.
Determines eligibility for services by direct inquiry.
Assist clients with electronic intake forms and provides guidance for completion.
Determines if crisis counseling should be offered.
Helps potential clients determine if individual, group, career, or learning skills counseling programs are appropriate for them.
Schedules clients with appropriate counseling staff.
Recognize and respond to emergencies and unplanned situations.
Use listed pronouns and preferred name, as indicated by client.
Assigns clients to counselors or groups based on knowledge of stated presenting issues as well as scheduling variables.
Creates and consistently maintains a wait list for clients; contact clients in a timely manner when openings occur.
Instruct client on use of a behavioral health assessment tool and follows through at each appointment.
Receives client payments and enters payments in the client record.
Enters client information and assists clients with taking the assessment instruments.
Email client appointment reminders and appointment information emails daily.
Maintains the professional appearance of the reception area, as well as the cleanliness/tidiness of the mailroom.
2. Telephone and Electronic Communication (25%)
Responsible for answering a multi-line telephone system.
Schedule, reschedule and cancel appointments for clients via phone and email
Connects calls to appropriate offices, departments and counselors.
Takes accurate messages and provides information about resources on and off campus to callers.
Handle all student information by phone, electronically (e.g. email) or in person with proper awareness of and adherence to rules of maintaining confidentiality.
Assist in managing departmental email account(s)
Assists with taking meeting minutes in administrative meetings.
3. Assist Counselors (15%)
Provides client information to counseling staff that may be helpful in the counseling process.
Processes evaluation results and incoming client data.
Orientates trainees and new staff on policies and procedures for the front desk.
Responds to counselors’ need for assistance in emergency situations.
Assists with scheduling meetings both in-person and via zoom.
4. Miscellaneous (5%)
Daily mail distribution, schedule meeting rooms and meeting times, takes inventory and orders supplies, shreds documents, register students for workshops, etc.
Various projects, as assigned.
*This position is represented by a bargaining unit AFSCME Clerical.
Appointment:12 months, F/T (40 hours/week), Mon-Fri, 7:45 AM to 4:30 PM. This position includes benefits.
High School Diploma/GED and two years of related office, customer service, and/or administrative experience.
Experience with multi-line phone system, scheduling and maintaining multiple calendars.
Customer service experience that includes working with challenging people dealing with difficult situations.
Strong computer and software experience, including proficiency in Zoom, Microsoft, and Google programs (e.g. Gmail, Google Calendar, Google Drive, Hangouts, Word, Excel, etc).
Prepare business correspondence, memoranda, simple promotional materials or forms that require basic writing skills.
Demonstrated commitment to diversity and serving underrepresented student populations.
Demonstrated experience within an academic environment and/or direct service to college students.
Experience working independently and collaboratively.
Ability to show concern for the well-being of students.
Independently navigate complex policies and procedures in a hybrid work environment.
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.