SCO Manager-General Case Management and Well-Being Initiatives

Bachelor's degree in a related field or equivalent

• Masters Degree in Higher Education, Student Affairs, Social Work, or related field.
• Experience managing electronic case management or database systems (e.g., Advocate Symplicity, or similar platforms).

• Excellent interpersonal, written, and verbal communication skills, including the ability to navigate sensitive and complex situations with professionalism and discretion.
• Ability to work independently while exercising sound professional judgment and to collaborate effectively as a member of a team.
• Strong organizational and time-management skills, including the ability to manage a high-volume caseload.
• Demonstrated ability to develop and maintain effective working relationships with university students, faculty, staff, administrators, families, and community partners.
• Ability to interpret and apply university policies and procedures to support students navigating academic, financial, and well-being challenges.

• Conduct individualized assessments of students referred to Student Care & Outreach (SCO) to evaluate level of risk, stability, and need for intervention; independently determine appropriate courses of action using professional judgment and best practices in student support and case management.
• Develop and implement individualized, multi-faceted support plans that coordinate campus departments, academic units, community providers, and external stakeholders.
• Manage an active caseload of up to approximately 60 cases per week, prioritizing cases based on acuity and institutional impact.
• Evaluate emergency financial assistance requests in partnership with the Office of Student Financial Aid and recommend disbursement of support funds based on documented need and urgency.
• Serve as a liaison between students, families, faculty, and university administrators in navigating complex or sensitive situations; interpret university policies and procedures, and guide stakeholders through appropriate processes.
• Consult with faculty regarding students of concern, behavioral issues, attendance disruptions, and academic impact; provide recommendations grounded in policy and student support best practices.
• Coordinate and participate in degree completion and student retention teams in collaboration with the Office of Student Success and Academic Advising to remove barriers to timely academic progression.
• Facilitate hardship withdrawal and related academic processes, advising students on options and institutional implications.
• Coordinate cross-functional teams of support for students with complex needs, ensuring continuity of care and appropriate follow-up.
• Exercise discretion in responding to sensitive health, safety, and well-being concerns, consulting leadership on exceptional or emergent matters as appropriate.
• Maintain accurate, confidential case documentation within the Advocate Symplicity system in compliance with FERPA and university policies; analyze case data to identify trends and emerging student needs.

• Collaborate with the Director and Community of Care Coordinators to support suicide prevention initiatives and campus-wide well-being strategies.
• Coordinate Support Dawgs training logistics and implementation, including managing program tracking systems and stakeholder communication.
• Provide consultation to campus partners regarding students of concern and emerging well-being trends.
• Represent Student Care & Outreach on divisional committees, cross-campus working groups, and outreach initiatives.
• Identify gaps in services and recommend enhancements to support student well-being and retention.

• Research best practices in higher education case management, student retention, and crisis response; recommend process improvements.
• Interpret and apply university policies related to academic standing, hardship withdrawal, emergency funding, confidentiality, and student conduct.
• Contribute to annual reporting, program assessment, and data-informed evaluation of case management services.
• Identify patterns in student concerns and provide recommendations to leadership regarding preventative initiatives and systemic improvements.