Duke University

Durham, North Carolina

Posted in Education and Training

This job has expired.

Job Info

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Scope of Responsibilities:Manage daily operations relevant to DukeReach services and related data systems. Serve as initial triage for all students and as central point of contact for all DKU students studying at Duke in Durham. Respond to student concerns, including via phone, email, and walk-in. Perform student outreach and make case assignments for follow-up per office protocol. Manage sensitive and confidential data regarding students of concern, including reporting responsibilities to assist affiliated offices. Functional responsibility for data integrity as well as creating reports from the student case management system. Provide presentations and plan and administer outreach programming. Manage marketing efforts to promote awareness of DukeReach. Specific Duties:1. Serve as the primary point of contact for DukeReach during the business day and assist in resolution of urgent and non-urgent student situations and needs identified in person, over the phone or from electronic sources including, but not limited to, walk-in students or parents, telephone calls, and DukeReach email reports. Meet with walk-in students to triage issues and resolve student concerns as appropriate or schedule with assigned case manager for further follow-up. Triage telephone and email reports by identifying and making contact with appropriate staff for follow-up. Serve as point of contact and office resource for DKU students at Duke. Respond to enquiries by creating database entries (e.g., Care Reports, Care Actions, Care Action Plans and/or Incident Reports). Provide supportive outreach to students to introduce DukeReach support resources and provide appropriate university referrals. Direct further follow-up as needed to case managers and/or request follow-up from individuals outside DukeReach (e.g., Housing staff,academic deans).


2. Review Incident Reports, DUPD reports and EMS reports for students of concern, document, and request follow-up as needed. Identify individuals who may benefit from CARE follow-up, create documentation, and request follow-up or provide outreach as appropriate. Contact all victims of crime identified by reports to offer support and assistance. Refer


students and families to appropriate staff in DukeReach to provide ongoing assistance as needed. Follow protocols regarding handling ofconfidential and highly sensitive student data and information. 3. Provide database management to insure data integrity of the DukeReach system. Serve as the department's functional expert for the student case management system. Serve as primary liaison with the Student Affairs ITS office and the system vendor. Develop and implement training modulesas necessary for staff.


4. Develop and deliver DukeReach trainings on recognizing and responding to students in distress and/or other DukeReach topic areas to university departments. Develop resources specific to DKU students studying in Durham. Coordinate DukeReach marketing and communications plans. Create and revise print and web-based marketing and educational materials. Liaise with University departments (academic, Student Affairs, etc.) to promote DukeReach. Assist with preparation and delivery of presentations to faculty, staff and students.


5. Prepare reports and generate working lists for DukeReach case management meetings to coordinate support with other campus offices. Review reports received for DukeReach staff; check and compare with source documents and bring significant items, changes, errors, oromissions to the attention of the appropriate DukeReach staff member.


6. Oversee financial processes for the office. Serve on department, Divisionor university committees as requested and perform other duties and tasks as assigned by supervisor.


7. Assist in implementation of the annual assessment plan by compiling, analyzing and summarizing DukeReach data for annual, bi-annual, and quarterly reports. Develop report templates and distribute regular and adhoc reports for internal use and campus offices as requested.


Desired Skills and Competencies
  • Excellent written, verbal, and interpersonal skills, including a friendly, professional interaction style is required. Excellent customer service skills.
  • Demonstrated effectiveness in working within team environments.
  • Skills relevant to achieving successful relationships with students, parents, faculty, and other staff.
  • Excellent organizational skills, including ability to multitask and prioritize, are needed.

  • Maturity and good judgment/decision making are essential to the position particularly in relation to handling crisis related calls and confidential materials.
  • Fluency with office productivity applications, database management, and web tools.
  • Experience with data analysis protocols and techniques.
  • Knowledge and understanding of university, medical and student privacy regulations and ability to appropriately maintain that information.
Minimum Qualifications


Work requires a Bachelor's degree in Psychology, Sociology, Education or a related field.


One or two years of experience in social work, employee assistance counseling or related setting. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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