Student Support Consultant

Job Description

Job Summary

The Student Support Consultant provides holistic academic and administrative support to students to foster academic success, engagement, and retention. The incumbent serves as a key liaison between students and various institutional departments, contributing to the creation of an enabling learning environment, particularly in a distance and digital learning context. This role is pivotal in ensuring compliance with regulatory expectations relating to student support in private higher education.

KEY RESPONSIBILITIES

1. Academic Guidance and Student Engagement (20%)
   Conduct one-on-one and group academic advising sessions, focusing on academic literacies, study techniques, and time management. Monitor student academic engagement using LMS analytics, flags, and institutional dashboards to identify at-risk students. Facilitate academic workshops and collaborate with academic staff to embed support mechanisms. Promote participation in academic enrichment initiatives.
2. Administrative Support and Coordination (15%)
   Assist in the onboarding and orientation of new students, ensuring smooth assimilation into the institution's academic environment. Coordinate and maintain accurate student records, including attendance, academic progress, intervention records, and other pertinent student information. Compile detailed reports on student retention, engagement, and academic intervention effectiveness for submission to relevant committees or management.
3. At-Risk Student Identification and Intervention (20%)
   Proactively identify academically at-risk students using institutional tools aligned with the approved Student Success and Retention Framework. Track student progress in collaboration with Programme Coordinators and initiate interventions. Maintain documented intervention records as required for internal and external audit purposes.
4. Student Liaison and Communication (10%)
   Serve as the primary point of contact for students, addressing queries related to academic progress, support systems, policies, regulations, and institutional procedures. Facilitate communication between students and faculty members or relevant departments, ensuring timely resolutions of academic-related matters. Maintain open, empathetic, and professional communication channels, ensuring students feel valued, respected, and supported. Escalate unresolved or sensitive matters to appropriate departments while ensuring professional student communication is maintained. Provide timely feedback and updates to students regarding academic support interventions.
5. Crisis Intervention and Referral (10%)
   Identify students at risk of academic exclusion or attrition, proactively providing appropriate guidance, support, or referrals. Collaborate with specialized institutional departments (psychological services, finance and student wellness) to assist students facing broader personal, emotional, or financial challenges. Refer complex academic or non-academic student concerns to appropriate institutional authorities.
6. Quality Assurance, Compliance and Institutional Collaboration (15%)
   Ensure compliance with Lyceum College's academic policies, procedures, and regulatory standards prescribed by the Council on Higher Education (CHE) and Department of Higher Education and Training (DHET). Participate actively in internal audits and quality assurance exercises related to student academic support services. Contribute to ongoing policy refinement and procedural development within the Student Support Services unit. Ensure student support services are delivered in alignment with institutional policies and regulatory standards. Contribute to the drafting of student support policies, SOPs, and self-evaluation reports as part of the institutional quality agenda.
7. Student Development and Training (5%)
   Facilitate training sessions for students on academic literacies, effective study methods, referencing skills, and digital proficiency. Regularly engage in personal professional development to stay abreast of best practices in student support and higher education trends. Collaborate with the Digital Literacy and Library team on the rollout of academic literacies and foundational competencies. Assist in developing support resources and asynchronous learning content (e.g., videos, toolkits).
8. Institutional Committees and Stakeholder Engagement (5%)
   Represent Student Support Services in faculty meetings, academic forums, and relevant committees. Participate actively in institutional committees, contributing to the enhancement of student-related policies and procedures. Provide feedback to management on trends and challenges affecting student retention, engagement, and progression.

Requirements

1. A Bachelor's degree in one of the following (or closely related) fields is required: Education (preferably with a focus on Learner Support, Inclusive Education, or Academic Development), Psychology, Social Work, Public Administration (with exposure to student services or academic governance), Development Studies or Communication (with student-centered support components).
2. A Postgraduate qualification in Education, Student Support, or Counseling will be advantageous.
3. At least three years of experience in student support, student affairs, academic advising, or counseling within a higher education environment.
4. Familiarity with distance and digital learning environments and proficiency with digital academic platforms.

Essential Competencies

• Excellent interpersonal and communication skills.
• Strong ability in academic counseling, student advising, or pastoral care.
• Exceptional organizational and administrative capabilities.
• High level of proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with Learning Management Systems (LMS), such as Moodle.
• Critical thinking, problem-solving, and decision-making skills.
• Ability to maintain confidentiality, demonstrate empathy, and work sensitively with diverse student populations.

Additional Competencies

• Experience and knowledge of the regulatory frameworks governing private higher education in South Africa, including CHE and DHET requirements.
• Demonstrated ability in data management, reporting, and analytical skills relevant to student support and retention analytics.

Key Attributes

• Student-centered approach with strong interpersonal and motivational skills.
• Professionalism, reliability, and integrity in conduct and interactions.
• Excellent organizational skills and the capacity to handle multiple tasks simultaneously.
• Commitment to continuous professional improvement and institutional goals.