Student Services Professional II

Job Summary

The position’s responsibilities are carried out under general supervision. The incumbent supports student success and engagement within the residential community through advisement, student support, conduct administration, crisis response, and the implementation of residential education programs and services.

Duties

• Provide guidance and interpretation of Housing, Residential Education, and university policies and procedures.
• Conduct individual meetings with residents regarding academic, personal, behavioral, and community concerns.
• Utilize interviewing, conflict resolution, and basic counseling techniques to assist students in resolving concerns.
• Aid students in evaluating options and identifying appropriate courses of action.
• Facilitate roommate agreements, conflict mediation, and community standards conversations.
• Refer students to campus and community resources as appropriate.
• Document student interactions, conduct matters, referrals, and follow-up actions.
• Administer assigned residential conduct cases and maintain accurate case documentation.
• Cook up resolution of student concerns involving multiple campus departments.
• Serve in an on-call rotation and respond to student crises, emergencies, and policy violations.
• Recommend appropriate interventions to support resident success and well-being.
• Aid with the recruitment, selection, training, and development of Resident Assistants.
• Provide coaching, mentoring, and support to assigned Resident Assistants.
• Conduct regular staff meetings and individual development meetings with Resident Assistants.
• Monitor staff performance and provide feedback regarding established expectations and responsibilities.
• Cook up Resident Assistant duty schedules and operational assignments.
• Deliver training sessions on Housing procedures, university policies, and compliance requirements.
• Collect, compile, and analyze data to support assessment and operational decision-making.
• Prepare written reports summarizing findings and recommendations.
• Monitor implementation of approved procedures and established practices.
• Recommend process improvements to enhance service delivery and operational effectiveness.
• Support occupancy management, room changes, opening and closing processes, and departmental initiatives.
• Collaborate with facilities, custodial, maintenance, and campus partners to support residential operations and student success.
• Plan, coordinate, and implement residential education programs, workshops, and outreach initiatives.
• Facilitate community-building activities that support student engagement, belonging, and learning.
• Coordinate educational programming aligned with Residential Education learning outcomes.
• Conduct outreach to residents to assess needs and encourage participation in community activities.
• Cook up program logistics and collaborate with campus partners and stakeholders.
• Develop implementation plans and timelines for assigned programs and initiatives.
• Monitor participation and engagement trends and recommend enhancements to program effectiveness.
• Conduct post-event assessments and summarize outcomes and recommendations.
• Serve as a resource regarding assigned Housing and Residential Education programs and services.
• Participate on committees and workgroups supporting program implementation and service enhancement.
• Aid with recruitment, orientation, welcome programs, leadership development, and retention initiatives.
• Reconcile program-related expenses and maintain records within delegated authority.
• May be required to obtain additional training and/or certification as part of professional development, based on department and/or campus needs, to stay current with industry standards.
• At the direction of appropriate administrator, may provide support to other areas as needed.

Minimum Qualifications

• Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job-related field.
• Two (2) years of professional experience in one of the student services program areas or in a related field; experience should give evidence of competence and indicate the potential for further growth.
• A master’s degree in a job-related field may be substituted for one year of the professional experience.

Preferred Qualifications

• Two (2) years of professional experience working in Housing and Residential Life, Residence Education, or a closely related Student Affairs functional area within higher education.
• Bachelor's degree in Higher Education, Student Affairs, Counseling, Psychology, or a closely related field.
• Prior experience in a CSU or higher education setting.
• Experience recruiting, training, supervising, or mentoring student employees, paraprofessional staff, or student leaders.
• Experience applying student development theory, learning outcomes, or residential curriculum models within a higher education setting.
• Experience administering student conduct processes, conflict resolution, or behavioral intervention practices in a residential or student-facing environment.
• Experience working with diverse student populations in a higher education setting and supporting initiatives that promote student engagement, belonging, and success.

Knowledge, Skills, Abilities

• Working knowledge of the practices, procedures and activities of the program to which assigned.
• General knowledge of the methods and problems of organizational and program management.
• General knowledge of research and interview techniques; and of the principles of individual and group behavior.
• Ability to interpret and apply program rules and regulations.
• Ability to use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements.
• Ability to obtain factual and interpretive information through interviews.
• Ability to reason logically; ability to collect, compile, analyze and evaluate data and make verbal or written presentation based on these data.
• Ability to advise students individually and in groups on routine matters where required.
• Ability to recognize multicultural, multi-sexed and multi-aged value systems and work accordingly.
• Ability to establish and maintain cooperative working relationships with faculty, CSU administrators, student organizations, private and public agencies and others in committee work, and student advising and community contacts.
• Ability to rapidly acquire a general knowledge of the overall operation, functions and programs of the campus to which assigned.
• Demonstrated ability to make decisions and carry through actions having implications with regard to other program or service areas.