Virtual Navigator - Digital Learning Unit

Virtual Navigator - Digital Learning Unit

Remote Position | Part-Time

Albizu University

Miami Campus

A Virtual Navigator (VN) is a person who guides and assists students in their virtual educational experience, helping them overcome barriers in their lives. The VN aids students in exploring online platforms and tools, and provides guidance on student support and services. The VN should be knowledgeable, patient, and able to deliver excellent customer service. They should also be capable of working independently as well as part of a team, and be flexible and adaptable to changing user needs.

• Guiding users through online platforms, the VN should be able to guide users through various online platforms, including LMS, SIS, websites, social media, and other online tools. They should have excellent knowledge of the platforms and be able to provide step-by-step guidance to users.

• They assist with technical issues and troubleshoot issues that users may encounter while navigating online platforms. VN should know common technical issues and be able to provide simple solutions to users.

• Providing feedback and suggestions: should gather feedback from users and provide suggestions for improving online performance. They should have good communication skills and be able to convey feedback and suggestions to the relevant parties.

• Conducting training sessions: conduct training sessions for individuals or groups who want to learn more about specific online platforms, university services, and other things related to student support or services. They should be able to create and deliver training materials that are easy to understand and follow.

• Staying up to date with trends: The Virtual Navigator should be up-to-date with the latest trends and developments in online platforms and tools. They should be able to provide users with information about new features and updates.

• Providing customer support: The Virtual Navigator should be able to provide customer support to users with questions or concerns about online platforms. They should have good problem-solving skills and be able to resolve issues efficiently.

• Student Retention: The Virtual Navigator should be a key resource in student retention and persistence. It should be able to analyze, research, and identify potential at-risk students.

Essential Functions:

• Proactively communicate with students via telephone, email, and/or text through the established communication plan.

• Collaborate with faculty and staff to coach and develop high-risk students through monitoring dashboards and following up accordingly.

• Conduct check-in calls with students each semester to build relationships, provide future course expectations, and obtain course feedback on current courses.

• Maintain continuous contact with high-risk students to guarantee their progress and permanence.

• Contact each new student to engage them through a welcome call meeting to assess and confirm their readiness to start.

• Help students to create awareness of their strengths and areas of opportunity to provide regular guidance and support of activities/resources.

• Acclimate new students to the learning environment by contributing to the new student orientation workshops.

• Advise students in the following: registration, program requirements withdrawal, graduation, etc.

• Develop degree plans with students and conduct follow-up calls to ensure students remain on track to meet degree program requirements.

• Maintain accurate and complete student records required by university governance and all laws, policies, and administrative regulations and policies, including keeping accurate information in all internal databases, including Colleague.

• Providing timely responses to student inquiries of questions, comments, and/or concerns and collaborating with the appropriate faculty and staff when necessary.

• Accurately and effectively communicate student feedback to internal and external departments.

• The process following student requests promptly (Add/drop, withdrawal, change of program, etc.)

• Attend all required internal and external professional meetings and training workshops to maintain and improve competence.

• Able to use information technologies for better customer service and online communication.

Requirements:

• Ability to work some scheduled evenings and half-day Saturdays on a rotating basis required.

• A Master´s degree from a regionally accredited institution is required.

• Minimum of 2 years of experience in a similar role within a postsecondary institution

• Bilingual in English and Spanish (fluent) with the ability to communicate complex information verbally and in writing.

• Strong organizational skills with the ability to multi-task to meet solid deadlines.

• Computer competency in Microsoft Word, PowerPoint, Outlook, Excel and Teams.

• Be committed to a high level of confidentiality.

Skills & Knowledge:

• Experience using Students Information System (SIS).

• Experience using a LMS (Canva, Blackboard).

• Ability to work effectively internally with peers and externally with Student Affairs, Admissions, Academic Affairs, and any other departments.

• Professional oral, written, and communication skills.

• The ability to develop and maintain positive professional relationships.

• The ability to work on a diverse team and contribute to a positive work environment as a team player.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

The mission of Albizu University is to educate professionals in behavioral sciences, speech pathology, and other disciplines, committed to research, to improve the quality of life, and to serve diverse communities.

Albizu University complies with Federal and State equal employment opportunity laws; qualified applicants are considered for all positions without regards to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.