Student Success Advocate - Retention Specialist

About the Role

The Academic Advocate/Retention Specialist enhances undergraduate student retention and success by providing personalized support and navigation for students facing academic progress challenges. This position is responsible for identifying barriers to enrollment and serving as the primary point of contact for resolving them. The Academic Advocate works directly with students and connects them with appropriate services in progressing through their academic goals. This position directly affects the vision, mission, and values of Central Washington University by creating and promoting a welcoming environment where students, faculty, and staff feel supported. All employees are expected to uphold and contribute to CWU's vision, mission, and values, fostering a culture of student success and institutional excellence.

Responsibilities

• Serve as the primary academic case manager for assigned undergraduate students and cohorts, including students experiencing barriers that may affect timely degree completion.
• Respond to student referrals and provide coordination across multiple university offices to resolve individual student issues.
• Assist students in understanding institutional policies, processes, and options related to academic concerns.
• Coordinate and assist with the development of an enrollment hold consolidation effort and deploy student support services to promote timely enrollment for student persistence and retention.
• Design and deliver proactive intervention efforts and early outreach plans to enhance student persistence, retention, and success.
• Communicate academic requirements effectively to students, faculty, and staff.
• Analyze, interpret, and explain student data and academic records, including transcripts, student accounts, financial aid, enrollment holds, testing and placement results.
• Monitor compliance with university policy and procedures related to students' academic success.
• Ensure positive student experiences and academic momentum through timely interventions.
• Maintain student files, update academic records, and monitor student progress to support academic success.
• In coordination with various campus partners, participate in student persistence and retention initiatives such as non-registered calling campaigns, academic alert outreach, academic recovery support, SAP workshops, and other cross-department efforts.
• Maintain a consistent pattern of contact to encourage a trusting relationship through multiple channels of communication with key partners across Undergraduate Studies, Student Engagement and Success, and other divisional units.
• Contribute to institution-wide strategies aimed at improving undergraduate student success.
• Design and deliver presentations to various audiences.
• Develop strong working relationships with academic departments, programs, faculty, and staff across campus.
• Participate in cross-training opportunities within and across departmental units.
• Contribute to professional development sessions and training for staff, advisors, and students particularly in areas that affect student success outcomes.
• Perform other duties as assigned.

Minimum Qualifications

• 4 or more years of experience in working in higher education or student support services and/or a bachelor's degree in related field.
• Excellent interpersonal, written, communication, presentation, and listening skills.
• Demonstrated ability to work with students, staff and faculty.
• Demonstrated ability in the use of Word, Excel, email and/or similar software applications to produce written correspondence, create and maintain spreadsheets, and receive and respond to email inquiries, tasks, etc.
• Demonstrated ability to work independently to accomplish tasks and projects.
• Demonstrated ability and/or experience fostering a supportive and effective workplace while working with students and/or colleagues to uphold institutional excellence.
• OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position.

Preferred Qualifications

• Master's degree.
• Knowledge of student development theories and best practices in student success.
• Data driven decision making experience.
• Experience supervising individuals or teams.
• Experience using student information systems such as PeopleSoft, Civitas, or other related software.
• Demonstrated knowledge and understanding of best practices and industry standards in supporting student retention, persistence, and completion.
• Ability to incorporate a variety of perspectives and relevant societal issues into everyday conversations.
• Experience or interest in mentoring students from a variety of backgrounds.

Competencies

• Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines, and work schedules.
• Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
• Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
• Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
• Commitment to Belonging: Values the uniqueness of every individual and fosters an environment where everyone feels respected and empowered to thrive.

Pay, Schedule, and Benefits

• Salary: The Hiring Department's expected hiring range is $51,000 - $64,000 annually. Individual placement within the hiring range is based on the candidate's current experience, education, skills, and abilities related to the position. In accordance with RCW 49.58.110, the full annual salary range for this position is $46,209 - $64,692.
• Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch).
• Working Conditions: Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening or weekend work and/or occasional travel may be required.
• Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit Benefits, Perks, and Leave and Total Rewards Calculator. An employee of CWU may be eligible for the Public Service Loan Forgiveness Program if the employee has student loans. To learn more, visit: https://ofm.wa.gov/state-human-resources/public-service-loan-forgiveness-program.