<p>Pacific University achieves excellence and distinction by investing in exceptional people to think, care, create, and pursue justice in our world. We embrace discovery in a close and nurturing environment that leads to genuine transformation. Our community is diverse, sustainable, and dedicated to discovery and excellence in teaching, scholarship, and practice.</p> <p>At Pacific University, we thrive in an extraordinary environment, surrounded by the beauty of the great Pacific Northwest, with campus locations in Forest Grove and Hillsboro. We humbly acknowledge and thank the original caretakers of the lands on which we live, work, teach, and acquire and share knowledge.</p> <p>Enrollment Management & Student Affairs at Pacific University is dedicated to fostering student development in support of a more just, sustainable, and caring world. Guided by our core values-equity and inclusion, care, community, and learning-we center holistic student wellbeing, cultivate a sense of belonging, and champion equitable practices.</p> <p>As part of this area, the Office of Student Support (OSS) is committed to continuous growth, collaboration, and innovation in service of students experiencing barriers to academic success, wellbeing, or belonging.</p> <p>GENERAL DESCRIPTION OF POSITION</p> <p>The Director of the OSS provides strategic leadership, operational oversight, and campus-wide coordination for Pacific University's comprehensive student support and Care Referral infrastructure. This role is responsible for ensuring high-quality, equitable, and compliant delivery of case management, CARE Team coordination, academic persistence support, academic coaching, and holistic retention-focused interventions for undergraduate and graduate and professional students.</p> <p>The Director serves as a key institutional leader advancing wraparound, culturally responsive student support practices that promote student wellbeing, belonging, safety, academic skill development, and persistence. The role requires strong supervisory leadership, systems thinking, policy development expertise, and the ability to collaborate across academic and administrative units to strengthen proactive retention and campus climate response efforts</p> <p>ESSENTIAL FUNCTIONS / MAJOR RESPONSIBILITIES</p> <p>Strategic Leadership & Vision</p> <ul> <li>Provide vision, direction, and leadership for the Office of Student Support aligned with divisional and university priorities related to student success, wellbeing, equity, retention, persistence, and academic skill development. </li><li>Integrate academic coaching, academic persistence, case management, CARE Team, campus climate response, and outreach functions into a cohesive, student-centered system of care. </li><li>Serve as a campus leader advancing holistic, developmentally informed, culturally responsive, and prevention-oriented approaches to student support and retention. </li><li>Ensure OSS services and messaging promote trust, clarity, accessibility, and equitable access to both academic and non-academic support resources. </li></ul> <p>Supervision & Team Development</p> <ul> <li> <p>Provide direct supervision, coaching, and performance evaluation for OSS professional staff, including:</p> </li><li> <p>Associate Director for Graduate and Professional Student Support</p> </li><li> <p>Associate Director for Undergraduate Student Support</p> </li><li> <p>Assistant Director of Academic Persistence</p> </li><li> <p>Case Manager</p> </li><li> <p>Academic Success Coach</p> </li><li> <p>Clarify and maintain role differentiation between OSS position responsibilities to prevent role drift, duplication, and burnout.</p> </li><li> <p>Ensure equitable workload distribution, clear case ownership, and appropriate escalation pathways for complex or high-risk cases, and alignment between academic coaching, persistence, and case management functions.</p> </li><li> <p>Lead hiring, onboarding, training, and professional development for OSS staff.</p> </li><li> <p>Support staff sustainability through reflective supervision, secondary trauma mitigation strategies, and clear boundaries between direct service, consultation, and leadership responsibilities.</p> </li><li> <p>Ensure the Dean of Student Wellbeing is briefed with timely information, risk assessments, and response options for acute or high-impact situations.</p> </li></ul> <p>Operational Oversight & Case Management Systems</p> <ul> <li>Oversee OSS operational systems serving undergraduate, graduate, and professional students, ensuring coordinated triage, case assignment, academic coaching referrals, documentation, and follow-up practices. </li><li>Provide supervisory oversight of case management and academic coaching practices to ensure consistent risk assessment, intervention planning, documentation, and case closure standards. </li><li>Serve as a consultative resource for complex or high-risk cases, including threat assessment and safety planning. </li><li>Provide direct, non-clinical case management support during periods of high demand or staff absence. </li><li>Maintain accurate and timely documentation in Maxient. </li><li>Ensure alignment with CAS Case Management and General Standards and established best practices. </li></ul> <p>Care Team & Campus Climate Response Leadership</p> <ul> <li>Provide overall leadership and institutional oversight of the Care Referral system, ensuring effective cross-campus coordination, and alignment with university policy and best practices. </li><li>Establish and monitor Care Team structures, protocols, and accountability standards, delegating facilitation and day-to-day coordination to Associate Directors while retaining responsibility for system integrity, compliance, and effectiveness. </li><li>Ensure appropriate triage, referral, and collaboration with Academic Affairs, Student Affairs, and all campus partners. </li><li>Lead the development, implementation, and coordination of the Campus Climate Connections Team, including protocols, training expectations, documentation standards, and referral pathways. </li><li>Promote trauma-informed, culturally responsive, and non-investigatory campus climate response practices that prioritize care, connection, and accountability. </li><li>The Dean of Student Wellbeing remains an active participant in Care Team meetings and retains final authority for high-risk determinations and institutional responses. </li></ul> <p>Retention, Academic Persistence & Student Success</p> <ul> <li>Provide strategic leadership for OSS contributions to institutional retention, persistence, and completion efforts. </li><li>Supervise and integrate the work of the Assistant Director of Academic Persistence and Academic Coaching team into broader OSS systems of care and retention strategy. </li><li>Ensure clear boundaries and coordination between academic persistence functions, CARE Team behavioral intervention work, and academic unit responsibilities. </li><li>Partner with academic leadership, Enrollment Management, and Student Affairs colleagues to align early alert systems, academic standards support, academic skill-building interventions, and proactive intervention strategies. </li><li>Use aggregated case management and persistence data to identify trends, structural barriers, and equity gaps affecting student success. </li><li>Translate insights from individual student cases into systems-level recommendations that strengthen institutional retention practices. </li></ul> <p>Outreach & Community Engagement Leadership</p> <ul> <li>Lead ongoing outreach and community engagement initiatives for OSS to increase awareness, understanding, and trust in OSS services, including academic coaching, academic persistence support, and Care Referral processes. </li><li>Coordinate annual OSS outreach and engagement goals. </li><li>Design, deliver, and assess culturally relevant, accessible, equitable, and inclusive presentations and workshops for students, faculty, staff, and families. </li><li>Ensure consistent, compassionate, and accurate messaging about OSS services through unified talking points, outreach materials, and referral guidance. </li><li>Collaborate with OSS staff and campus partners to identify outreach gaps, emerging needs, and opportunities for proactive engagement. </li><li>Oversee regular review and updating of OSS web content in collaboration with Marketing & Communications to ensure accuracy, accessibility, and compliance with emergency resource requirements. </li></ul> <p>Policy Development, Compliance & Risk Management</p> <ul> <li>Provide primary leadership for OSS policy and procedure development, implementation, and revision. </li><li>Ensure the OSS Policies & Procedures Manual remains current, compliant, and reflective of best practices in case management, behavioral intervention, outreach, academic persistence, and culturally responsive care. </li><li>Collaborate with the Dean of Student Wellbeing on annual policy review cycles and urgent updates related to compliance, safety, or operational change. </li><li>Ensure OSS practices align with applicable federal and state regulations without assuming investigative or adjudicative authority. </li></ul> <p>Assessment, Data & Continuous Improvement</p> <ul> <li>Lead assessment efforts to evaluate the effectiveness, equity, and impact of OSS services and outreach. </li><li>Analyze qualitative and quantitative data to identify service gaps, emerging student needs, and systemic barriers. </li><li>Collaborate with OSS colleagues to apply findings to outreach strategies, transition programming, and continuous improvement initiatives. </li><li>Prepare reports and recommendations to inform leadership decisions and campus planning. </li></ul> <p>SECONDARY FUNCTIONS</p> <ul> <li>Participate as a contributing member of the University's CARE Team and other cross-functional groups, providing systems-level consultation and leadership. </li><li>Provide direct, non-clinical student support through guidance, problem-solving, and advocacy, consistent with role scope and office needs. </li><li>Engage in ongoing professional development in student support leadership, retention strategy, behavioral intervention, equity-minded practice, and trauma-informed systems. </li><li>Participate in the Student Affairs on-call rotation with other professional staff, offering consultative or, when necessary, in-person after-hours response to urgent student situations. </li><li>Serve on divisional or university committees and initiatives related to student success, wellbeing, retention, and campus climate. </li><li>Support key University and Student Affairs events that foster student belonging and engagement. </li><li>Contribute to strategic planning, goal setting, evaluation, and assessment within the Division of Student Affairs. </li><li>Perform other related duties as assigned in support of OSS, Student Affairs, and institutional goals. </li></ul> <p>JOB SCOPE</p> <ul> <li>Budget Authority: May provide input and recommendations related to staffing, resource allocation, and operational needs; final budget authority rests with Dean of Student Wellbeing </li><li>Performs duties with a high degree of autonomy and strategic discretion under the direct supervision of the Dean of Student Wellbeing. </li><li>Decisions of significant consequence, particularly those involving acute risk, institutional impact, or legal/compliance considerations are made in consultation with, and with final authority retained by, the Dean of Student Wellbeing, or designee. </li><li>Provides leadership for the OSS through direct supervision of professional staff, systems oversight, policy development, and cross-campus coordination. </li><li>Exercises judgment within OSS policies and procedures, University policy guidelines, and in compliance with applicable federal and state laws, rules, and ethical standards. </li><li>This is an in-person position with limited remote work permitted only with prior approval. </li><li>Primary office location is the Forest Grove campus, with periodic scheduled presence on the Hillsboro campus and virtual engagement as needed to support students and campus partners across locations. </li></ul> <p>JOB CLASSIFICATION</p> <ul> <li>Exempt (Salaried) </li><li>Mid-Level Manager </li></ul> <p>SUPERVISOR RESPONSIBILITY</p> <ul> <li>Supervises Mixed-Level Staff and Department Lead: This position supervises a team of 5 employees across varying skill levels (e.g., support staff, professional staff, student workers) and manages team structure, workload distribution, strategic oversight, budget management, and long-term planning for the unit or division. </li><li>Responsible for hiring, onboarding, performance evaluation, professional development, workload management, and corrective action as needed for supervised staff. </li><li>May provide functional leadership or coordination for cross-functional teams, including CARE Team processes and the Campus Climate Connections Team, without assuming investigative or adjudicative authority. </li></ul>