Full Time 40 hours Grade 051 International Services Office
8 AM-5 PM
Under general direction of the Assistant Director for ISO Student Services, serves as a member of the International Services team to support the various needs of over 4,200 international students, scholars, employees, and their dependents. Provides routine advising on administrative procedures, requirements, forms, and available services for the University's international populations and the departments that host them. Oversees scope and coordination of standard business practices offered in two separate reception areas across campus, including guidance and support to ISO Graduate Assistant at the remote satellite office. Maintains basic understanding of immigration and related issues to appropriately analyze and direct various inquiries, documentation, and triage support. Serves as primary point of contact for office operations and day-to-day administrative tasks. Offers welcome and logistical support for constituents of the International Services Office, the Office for Global Engagement, and related offices on floors above, including direct administrative assistance to senior leadership within those offices, as needed. Maintains responsibility for the professional reputation and welcoming environment of the ISO, including confidentiality of sensitive information.
Coordination of ISO Operations
Coordinate standalone reception area support for International Services and Global Engagement offices.
Maintain a working knowledge of current academic and administrative policies specific to each University school/unit and provide appropriate referrals within those multiple contexts.
Triage difficult customer requests, including service needs, personal crises, and communication challenges.
Articulate and enforce policies to manage appointment scheduling, walk-in services, and communications.
Develop strategies for coordinated service delivery and shared business practices at remote satellite office.
Transmit documents, information, and required actions to ISO staff, utilizing integrated database tools.
Oversee and responsible for collection and distribution of sensitive, government-issued documents.
Determine and coordinate express mailing procedures that may require reimbursement to ISO account.
Monitor daily office traffic and develop reports to facilitate adequate staffing and service options.
Assess and identify emerging challenges, trends, and potential areas of operational improvement.
Ensure a professional, welcoming, and culturally sensitive environment for the University community.
Immigration Analysis & Related Support
Assess and interpret immigration requests for urgency, completeness, and case assignment among ISO staff.
Evaluate personal, program, and travel needs for immigration reporting purposes or potential complications.
Deliver welcome, resource overview, and required document processing during Immigration Check-Ins.
Instruct clients on the Social Security Number c1pplication process and provide logistical application support.
Maintain familiarity with the GLACIER Tax Compliance system, required tax documentation, and resources.
Provide guidance and make appropriate referrals to external support services for a wide variety of issues.
Collaborate with Immigration Advisors and other ISO staff to determine appropriate advisement/resolution.
Maintain a creative, helpful, and pragmatic approach to individual case needs and University initiatives.
Receive general emails, phone calls, mail, and visitors; Assess and route appropriately within ISO & Global.
Coordinate delivery of sensitive/timely documents, via campus courier or appropriate mailing services.
Oversee meeting arrangements, including to schedule attendees, reserve space, order catering or AV, etc.
Prepare written sumrnc1ries of meetings and office business practices, ensuring accessibility for ISO staff.
Place orders for various office supplies and monitor replenishment needs.
Provide administrative support to ISO leadership, including acting co-directors and assistant vice provost.
Support office finance tasks as assigned, such as record keeping, reimbursement requests, inventories, etc.
Partner with other ISO staff to coordinate administrative support needs for the office, as needed.
Communications and Outreach
Edit and assist with ISO website, email blasts, social media, bulletin boards, and other communication tools.
Respond to inquiries and coordination requests from University academic units and administrators.
Prepare and update forms, handouts, publications, and data collection tools, cis needed.
Supplement institutional reporting needs c1nd accurate database maintenance for sponsored populations.
Instruct incoming, current, and former populations on ISO requirements, forms, services, etc.
Participate in professional training to remain current on international education and office management.
Bachelor's degree with major course work in social or technical field; or an equivalent combination of education and experience. Knowledge of legal or regulatory topics and at least 3 years office and/or leadership experience arc preferred. Considerable skills in critical thinking and independent judgment under limited supervision of daily tasks are required. Must be able to work both independently and as a constructive, collaborative member of team efforts, internally and across academic units. Proficiency with Microsoft Office applications is needed, and experience or comfort in learning new software programs. Experience with cross-cultural exchange and/or studying or working overseas is strongly preferred. Occasional evening and weekend hours will be necessary.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
University Of Rochester