Advocacy Case Manager

Arizona State University; Tempe (AZ); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Tuition Reduction Program

Health, dental, vision insurance

Retirement program

Job summary

Arizona State University is seeking an Administrative Operations Manager 2 to lead the Student Advocacy and Assistance team at the Tempe campus. The role focuses on non-clinical, complex case management, cross-department collaboration, and crisis response to support student well-being.

Reporting to the Director for Student Advocacy and Assistance, you’ll guide front desk operations, triage processes, and staff development, while coordinating emergency financial assistance through the Student

Qualifications

• Bachelor’s degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience.

Responsibilities

• Supervise a team of professional and student staff that provide direct support for front desk operations including recruitment, hiring, training, and day-to-day supervision and professional development of the staff.
• Oversee all incoming concerns to the Office of the Dean of Students in partnership with the Triage Team and triage support model for all locations, in collaboration with student and professional staff, to accurately and timely connect students for support.
• Quickly assess and address urgent or crisis situations by utilizing de-escalation techniques and collaborating with the supervisor or appropriate professional staff member.
• Address and resolve complex or escalated issues from front desk staff while maintaining a positive and professional environment.
• Manage a high-level caseload of complex situations that may result in significant community impact and require support across all campus locations.
• Utilize case management software to track, manage, and connect students in need of support to the appropriate professional staff member.
• Problem solve complex situations which include: Title IX and VAWA, victims impacted by sexual, domestic, and/or interpersonal violence/harassment; create and implement action plans to support student needs.
• Utilize strong decision-making skills to effectively provide support for all incoming concerns to ensure timely connection to services.
• Manage highly sensitive and/or confidential information.
• Support the overall success of Educational Outreach and Student Services by performing other duties as assigned and serving on university committees and workgroups.

Skills

Leadership

Team management

Crisis management

Education

Bachelor’s degree

Tools

Maxient

Salesforce

PeopleSoft

Zoom Workplace

Job description

Job Profile:

Administrative Operations Manager 2

Job Family:

Administrative Operations

Time Type:

Full time

Minimum Qualifications:

Bachelor’s degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Description:

Salary: $60,000 - $65,000 per year; DOE

The Advocacy Case Manager performs a broad scope of administrative duties while working independently and exercising professional judgment in a fast-paced, student-centered environment. The position provides leadership and operational support for the day-to-day functions of the Student Advocacy and Assistance team based on the Tempe campus, including guidance and coordination for professional and student staff.

This role plays a key part in supporting the office’s Triage Team and coordinated triage response system for multiple campuses, ensuring timely response, coordination, and follow-up for students experiencing complex challenges. The Advocacy Case Manager provides non-clinical, complex case management by developing and implementing both short- and long-term response plans, coordinating services, and facilitating collaboration across university departments to promote student well-being and success.

The position also serves as a leader with the Student Crisis Fund Committee, participating in the review and coordination of emergency financial assistance for students experiencing significant hardship. Reporting to the Director for Student Advocacy and Assistance, the Advocacy Case Manager advances a coordinated, student-centered approach to advocacy, resource navigation, and case management across the university.

This position is based on the Tempe campus.

What’s in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options)

• Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Low-cost health, dental, vision, and life insurance benefits.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• 10 Paid Holidays and competitive Vacation and Sick accruals each Pay Period.
• Wellness program for preventative health education and screenings.
• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services.
• ASU Discounts to sports/events along with discounts with ASU partnerships.
• Flexible work arrangements are available in an alternative or hybrid schedule but will be based on the work and the needs of the university and department operations and pending leadership approval.

Currently hiring for the following shift: Monday – Friday 8:00am - 5:00pm; remote or hybrid schedule is not applicable.

Essential Duties:

• Supervise a team of professional and student staff that provide direct support for front desk operations including recruitment, hiring, training, and day-to-day supervision and professional development of the staff.
• Oversee all incoming concerns to the Office of the Dean of Students in partnership with the Triage Team and triage support model for all locations, in collaboration with student and professional staff, to accurately and timely connect students for support.
• Quickly assess and address urgent or crisis situations by utilizing de-escalation techniques and collaborating with the supervisor or appropriate professional staff member.
• Address and resolve complex or escalated issues from front desk staff while maintaining a positive and professional environment.
• Manage a high-level caseload of complex situations that may result in significant community impact and require support across all campus locations.
• Utilize case management software to track, manage, and connect students in need of support to the appropriate professional staff member.
• Problem solve complex situations which include: Title IX and VAWA, victims impacted by sexual, domestic, and/or interpersonal violence/harassment; create and implement action plans to support student needs.
• Utilize strong decision-making skills to effectively provide support for all incoming concerns to ensure timely connection to services.
• Manage highly sensitive and/or confidential information.
• Support the overall success of Educational Outreach and Student Services by performing other duties as assigned and serving on university committees and workgroups.

Desired Qualifications:

• Evidence of a Master’s degree in Counseling, Social Work, Higher Education or related field of study.
• Case management experience in higher education.
• Experience assessing needs and implementing support measures of individuals.
• Experience with crisis management, response and postvention.
• Experience coordinating with university and community partners for student support needs..
• Experience utilizing case management tools and databases, specifically Maxient, Salesforce, Peoplesoft, and Zoom Workplace.
• Experience working in higher education with diverse student populations.

Working Environment:

• Sit or stand for prolonged periods of time
• Work collaboratively across various departments within the University as well as with diverse populations and groups
• Use computers effectively – including inputting, reviewing and retrieving information, extended periods of viewing screen and using mouse and keyboard
• Walk throughout campus for meetings or events, regardless of the weather
• Climb stairs in locations with no elevator, such as with the mezzanine level of the MU, or Irish Hall
• Ability to lift 35 lbs.

Department Statement:

Educational Outreach and Student Services (EOSS) is committed to enrolling all qualified students at Arizona State University and assisting them in their academic success. EOSS provides a broad range of services and support to students and prospective students ranging from outreach efforts with K-12 schools, orientation programs for new freshman, bridge programs to assist the transition to a university environment, and a wide variety of services, programs and activities for enrolled students. EOSS has direct responsibility for multiple departments across four campuses, some of which include the Dean of Students, University Housing, Health Services, Counseling Services, Disability Resources, the Memorial Union, TRIO programs, Sun Devil Fitness, Student Government, Student Media, Career Services, Access ASU and others.

Driving Requirement:

Driving is not required for this position.

Location:

Campus: Tempe

Funding:

No Federal Funding

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco‑free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement:

ASU conducts pre‑employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre‑employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.