● Student Support & Navigation○ Serve as the primary point of contact to assist students in determining the next steps for resolving academic and non-academic issues.
○ Explain and interpret college policies, procedures, and student rights.
○ Provide high-level customer service by offering a safe and neutral space for students to share concerns.
○ Mimic a case management approach without enforcing policy violations.
● Conflict Resolution & Crisis Prevention○ Provide informal resolution strategies and act as a confidential intermediary.
○ Deliver QPR (Question, Persuade, Refer) and suicide prevention training.
○ Address concerns before they escalate into formal complaints or disciplinary actions.
○ Consult on issues of student discomfort (e.g., interpersonal conflicts with faculty or peers).
● Risk Identification & Reporting
○ Review and assess incident reports and student complaints.
○ Maintain a secure, de-identified database of cases using a color-coded stoplight system to track the resolution methods of each case.
○ Identify patterns, such as discrimination or policy gaps, and use the findings to make recommendations to leadership.
○ Submit an End-of-Year Report summarizing themes, risks mitigated, and student retention impact.
● Policy and Procedure Expertise
○ Use the Student Rights and Responsibilities handbook, college website, Lafayette-specific policies, and ASOM guidelines to advise students.
○ Partner with mental health and conduct-related staff (e.g., Stephanie) to ensure a cohesive approach to student care.
○ Advocate for equity and address systemic gaps caused by unwritten or poorly documented policies.
● Training, Outreach, and Engagement○ Facilitate training sessions, such as “What is the Role of an Ombudsperson?” for staff, faculty, and student groups.
○ Actively promote services through orientations, flyers, and campus partnerships.
○ Conduct 5–10 student appointments per week and devote the remaining time to outreach and reporting.
IvyCares Responsibilities:
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Provide overall leadership and day-to-day oversight of IvyCares services, ensuring students receive timely, caring, and coordinated assistance.
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Assess student needs and service gaps related to transportation, emergency financial assistance, food insecurity, housing, childcare, mental health, technology, and other barriers that may affect enrollment, persistence, and completion.
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Develop individualized student support plans and connect students with appropriate campus departments, community agencies, and external resources through effective referrals and warm handoffs.
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Oversee IvyCares intake, case coordination, follow-up, and confidential recordkeeping in accordance with FERPA, College policies, and applicable requirements.
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Manage IvyCares resources and processes, including emergency aid requests, food pantry access, and the distribution and retrieval of other student-support resources.
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Maintain and review IvyCares data to monitor student needs, services provided, outcomes, resource utilization, and the program’s impact on student retention and completion.
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Manage the IvyCares budget and related requisitions, ensuring resources are allocated effectively, equitably, and in alignment with College guidelines.
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Build and maintain partnerships with campus leaders, faculty, staff, community organizations, and service providers to strengthen the network of support available to students.
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Promote awareness of IvyCares services across Lake County through outreach, presentations, workshops, and coordinated campus communications.
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Identify trends and recurring barriers, recommend service improvements, and provide reports to leadership on student needs, program activity, resource gaps, and outcomes.