Grand Canyon University is currently seeking a Resolutions Administrator. Under general supervision from a designated administrator, responsible for intake, management, and documentation of resolution of complaints received by the University. The Resolutions Administrator will respond to complaints and inquiries received from members of the campus community and/or any other entity which is involved with the University, including, but not limited to, students, faculty, staff, and parents. In addition, will help with investigations of incidents which involve Title IX allegations.
- Intake, analysis and documentation of initial complaints regarding campus policies and procedures, student accounts, and misconduct and/or discrimination.
- Manage each assigned case and getting all information to be able to accurately answer questions, provide appropriate information, and/or provide a referral to an appropriate resource within or outside of the university to bring resolution to the complaint.
- Provide assistance to individuals by securing information regarding their submitted complaint and interpreting GCU policies and procedures or regulatory guidelines to determine the nature of the complaint.
- Conduct fact finding maintaining expected confidentiality and responsiveness.
- Defuse highly emotional respondents (students and public) and facilitate timely problem resolution.
- Perform a historical check on a student’s background for student discipline history with federal background investigators and/or other entities
- On an as-needed basis, serve as the Title IX investigator
- Provide periodic, timely updates regarding the status of complaints and investigations
- Assist in maintaining requested statistics and data for reporting purposes, specifically student resolutions and Title IX violations; may be responsible for serving as key liaison in testing and upgrades to student record database to ensure accuracy of Title IX reporting.
- Remains knowledgeable of current state and federal law, regulations, and trends in the field of education related to harassment and other discriminatory practices that violate Title IX.
- Bachelor’s degree from a regionally accredited institution is required; master’s degree preferred
- Two (2) years' relevant professional experience. Experience should include experience in higher education and student conduct practices; in complaint and grievance resolution; and interacting with the public, parents, students, staff, and faculty.
- Advanced knowledge (or equivalent experience with similar policies) in the following areas: University Policy and Procedures including Student Code of Conduct, University nondiscrimination policies, sexual misconduct policies, and FERPA regulations.
- Able to maintain professional composure and demeanor in any interaction.
- Ability to become knowledgeable about available campus resources, infrastructure, policies and procedures to be able to address complaints/issues accurately.
- Ability to deescalate highly emotional, stressful student/parent interactions and able to move to a common ground with productive conversation tone.
- Ability to prioritize case workloads ensuring that resolution process meets federal and state regulatory process guidelines.
- Capable of remaining objective and highly developed analytical and attention to detail skills.
- Well- developed ethics and ability to maintain confidentiality of information.
- Ability to cope with changing priorities.
- Basic proficiency in database report writing capabilities (such as basic queries) to produce statistical reports
- Strong computer knowledge and proficiency of internet, email, MS Office software products and relational databases.
- Ability to package and present analytical findings in an understandable manner to all levels of audiences.
- Good planning and organizational skills.
- Occasional weekends, evening or holiday work may occur.
- Ability to manage multiple, on-going and complex caseload.
- Strong written communication skills.
- Demonstrated commitment to diversity and inclusivity, as well as the ability to work with a wide range of constituencies with diplomacy and tact.
- Familiarity with working with large data bases, Excel and/or Access.
- Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University.
GCU's Christian worldview has shaped the university's mission and growth for more than 65 years. As a Christ-centered higher education institution, GCU integrates faith, learning and work to connect the GCU community with distinct Christian principles and strong central values. The University values diversity among its students, faculty and staff, and invites applications from all qualified individuals, including minorities, females, individuals with disabilities and veterans. At GCU, working professionals may find their purpose in ways marked by compassion, service, integrity and concern for the common good.
Employment is contingent upon the satisfactory outcome (as determined by the university) of pre-employment screening activities, including a background check.
For assistance with your job application please use our External Candidate Job Application Guide.
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