Mentor Support Specialists work directly with Student Mentors to ensure that their students receive critical academic support during short-term leave. When working with students, Mentor Support Specialists assume the role and responsibilities of a Student Mentor and serve as their assigned students' primary source of information about program operation and the policies and procedures of the university. Specialists collaborate with Student Mentors to eliminate any disruption to a student's experience while the Student Mentor is unavailable.

Mentor Support Specialists work with Student Mentors to develop unique coverage plans based on students’ unique situation and educational need. They counsel students in understanding expectations and overcoming obstacles to ensure success. They mentor students on time management and schedule benchmarks for the student to successfully master program concepts, knowledge, and skills. They help students identify their learning strengths and weaknesses and connect them with the resources necessary to extend the former and overcome the latter. Additionally, Mentor Support Specialists are experts in their students' academic program details and are able to answer or to obtain answers to all the questions students may have about their programs.

Mentor Support Specialists maintain a flexible schedule that frequently adjusts to accommodate the needs of the Student Mentor they are supporting. They are well-organized and good communicators, interpersonally, technologically, and in writing. Finally, they are not only capable in these many areas, but also dedicated to performing these functions in full measure.

Mentor Support Specialists must perform core responsibilities for all assigned students. These include:

• Providing direct, comprehensive program guidance to assigned students (normally 80-100 students)
• Managing students' academic progress according to university policies.
• Scheduling students' use of learning resources and degree assessments.
• Maintaining appropriate documentation of all academic transactions
• Maintaining communication with students according to university protocol
• Be well versed in Microsoft Outlook Suite Products, specifically Outlook Calendar

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Collaborates with Student Mentors to identify needs during short-term absences, and provides a seamless student experience to all assigned students
• Assists students in their educational planning and progress from the beginning of a coverage period until all students are assigned back to their Student Mentor
• Evaluates student learning styles, skills, deficiencies and goals; assists students in the development of Academic Action Plans; identifies appropriate learning resources for them to use; and facilitates their use of those resources
• Monitors student academic progress, communicating with each student at least every two weeks; s/he intervenes as necessary to assist those students having difficulty, and completes required University reports on their academic status
• Assists students in career planning within the boundaries of his or her expertise, and directs students to planning resources in other areas as appropriate
• Serves as the student’s advocate in resolving matters of academic difficulty, misunderstanding or confusion

PERFORMANCE MEASUREMENTS

• Student retention (as measured by % of students retained each month)
• Student Satisfaction and Student success (as measured by call reviews)
• Student Mentor Satisfaction (as measured by post-coverage feedback)
• Student satisfaction (as measured by approved survey responses administered to program participants)
• Student Degree Plan documentation
• Academic Progress to include specific goal setting and progress against set goals during coverage

Other measures, as agreed upon

• We are seeking candidates who are willing to dedicate their time to the Student Mentor position as their only focus for the first year of employment with WGU.
• Strong customer service orientation and extraordinary communication skills.
• Technologically competent, specifically with online programs, tracking and communication technology.
• A remarkable talent for organization is a requirement
• Ability to be flexible with work schedule, tasks, and deadlines.
• Must be able to spend significant time working at a computer.
• Must be able to spend significant time on the telephone.
• Must have good Microsoft Office skills and strong Internet capabilities.
• Must be able to communicate at a high level verbally and in writing.
• Excellent collaboration skills.
• Ability to work as a member of a team.
• Experience with integrated technology systems and tools.
• Expertise in one or more fields covered by the competencies required in College programs.
• Position works from home, but must be available for travel in support of college requirements.

• A minimum of a master's degree in a related field
• 3 years related professional experience; Higher education work experience is preferred
• Knowledge of student development theory/practice