Director, Office of Student Support

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.

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.

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.

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.

GENERAL DESCRIPTION OF POSITION

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.

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

ESSENTIAL FUNCTIONS / MAJOR RESPONSIBILITIESStrategic Leadership \& Vision

• 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.
• Integrate academic coaching, academic persistence, case management, CARE Team, campus climate response, and outreach functions into a cohesive, student\-centered system of care.
• Serve as a campus leader advancing holistic, developmentally informed, culturally responsive, and prevention\-oriented approaches to student support and retention.
• Ensure OSS services and messaging promote trust, clarity, accessibility, and equitable access to both academic and non\-academic support resources.

Supervision \& Team Development

• Provide direct supervision, coaching, and performance evaluation for OSS professional staff, including:

+ Associate Director for Graduate and Professional Student Support

+ Associate Director for Undergraduate Student Support

+ Assistant Director of Academic Persistence

+ Case Manager

+ Academic Success Coach

• Clarify and maintain role differentiation between OSS position responsibilities to prevent role drift, duplication, and burnout.
• 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.
• Lead hiring, onboarding, training, and professional development for OSS staff.
• Support staff sustainability through reflective supervision, secondary trauma mitigation strategies, and clear boundaries between direct service, consultation, and leadership responsibilities.
• Ensure the Dean of Student Wellbeing is briefed with timely information, risk assessments, and response options for acute or high\-impact situations.

Operational Oversight \& Case Management Systems

• Oversee OSS operational systems serving undergraduate, graduate, and professional students, ensuring coordinated triage, case assignment, academic coaching referrals, documentation, and follow\-up practices.
• Provide supervisory oversight of case management and academic coaching practices to ensure consistent risk assessment, intervention planning, documentation, and case closure standards.
• Serve as a consultative resource for complex or high\-risk cases, including threat assessment and safety planning.
• Provide direct, non\-clinical case management support during periods of high demand or staff absence.
• Maintain accurate and timely documentation in Maxient.
• Ensure alignment with CAS Case Management and General Standards and established best practices.

Care Team \& Campus Climate Response Leadership

• Provide overall leadership and institutional oversight of the Care Referral system, ensuring effective cross\-campus coordination, and alignment with university policy and best practices.
• 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.
• Ensure appropriate triage, referral, and collaboration with Academic Affairs, Student Affairs, and all campus partners.
• Lead the development, implementation, and coordination of the Campus Climate Connections Team, including protocols, training expectations, documentation standards, and referral pathways.
• Promote trauma\-informed, culturally responsive, and non\-investigatory campus climate response practices that prioritize care, connection, and accountability.
• The Dean of Student Wellbeing remains an active participant in Care Team meetings and retains final authority for high\-risk determinations and institutional responses.

Retention, Academic Persistence \& Student Success

• Provide strategic leadership for OSS contributions to institutional retention, persistence, and completion efforts.
• 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.
• Ensure clear boundaries and coordination between academic persistence functions, CARE Team behavioral intervention work, and academic unit responsibilities.
• 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.
• Use aggregated case management and persistence data to identify trends, structural barriers, and equity gaps affecting student success.
• Translate insights from individual student cases into systems\-level recommendations that strengthen institutional retention practices.

Outreach \& Community Engagement Leadership

• 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.
• Coordinate annual OSS outreach and engagement goals.
• Design, deliver, and assess culturally relevant, accessible, equitable, and inclusive presentations and workshops for students, faculty, staff, and families.
• Ensure consistent, compassionate, and accurate messaging about OSS services through unified talking points, outreach materials, and referral guidance.
• Collaborate with OSS staff and campus partners to identify outreach gaps, emerging needs, and opportunities for proactive engagement.
• Oversee regular review and updating of OSS web content in collaboration with Marketing \& Communications to ensure accuracy, accessibility, and compliance with emergency resource requirements.

Policy Development, Compliance \& Risk Management

• Provide primary leadership for OSS policy and procedure development, implementation, and revision.
• 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.
• Collaborate with the Dean of Student Wellbeing on annual policy review cycles and urgent updates related to compliance, safety, or operational change.
• Ensure OSS practices align with applicable federal and state regulations without assuming investigative or adjudicative authority.

Assessment, Data \& Continuous Improvement

• Lead assessment efforts to evaluate the effectiveness, equity, and impact of OSS services and outreach.
• Analyze qualitative and quantitative data to identify service gaps, emerging student needs, and systemic barriers.
• Collaborate with OSS colleagues to apply findings to outreach strategies, transition programming, and continuous improvement initiatives.
• Prepare reports and recommendations to inform leadership decisions and campus planning.

SECONDARY FUNCTIONS

• Participate as a contributing member of the University’s CARE Team and other cross\-functional groups, providing systems\-level consultation and leadership.
• Provide direct, non\-clinical student support through guidance, problem\-solving, and advocacy, consistent with role scope and office needs.
• Engage in ongoing professional development in student support leadership, retention strategy, behavioral intervention, equity\-minded practice, and trauma\-informed systems.
• 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.
• Serve on divisional or university committees and initiatives related to student success, wellbeing, retention, and campus climate.
• Support key University and Student Affairs events that foster student belonging and engagement.
• Contribute to strategic planning, goal setting, evaluation, and assessment within the Division of Student Affairs.
• Perform other related duties as assigned in support of OSS, Student Affairs, and institutional goals.

JOB SCOPE

• Budget Authority: May provide input and recommendations related to staffing, resource allocation, and operational needs; final budget authority rests with Dean of Student Wellbeing
• Performs duties with a high degree of autonomy and strategic discretion under the direct supervision of the Dean of Student Wellbeing.
• 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.
• Provides leadership for the OSS through direct supervision of professional staff, systems oversight, policy development, and cross\-campus coordination.
• Exercises judgment within OSS policies and procedures, University policy guidelines, and in compliance with applicable federal and state laws, rules, and ethical standards.
• This is an in\-person position with limited remote work permitted only with prior approval.
• 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.

JOB CLASSIFICATION

• Exempt (Salaried)
• Mid\-Level Manager

SUPERVISOR RESPONSIBILITY

• 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.
• Responsible for hiring, onboarding, performance evaluation, professional development, workload management, and corrective action as needed for supervised staff.
• 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.

REQUIRED EDUCATION AND EXPERIENCE

• Master’s degree in Higher Education, Student Affairs, Social Work, Counseling, Psychology, Public Administration, Public Health, or a closely related field completed prior to start date.
• Minimum of five years of progressively responsible experience in student support, case management, behavioral intervention, academic persistence, or related work in a higher education setting.
• Demonstrated experience supervising professional staff and/or complex teams engaged in high\-stakes student support or retention\-focused work.
• Demonstrated ability to work effectively with individuals from diverse backgrounds and lived experiences, with a strong focus on equity, access, and belonging.

REQUIRED QUALIFICATIONS

• Demonstrated commitment to diversity, equity, inclusion, cultural humility, and trauma\-informed practice.
• Strong leadership, interpersonal, verbal, and written communication skills, including the ability to synthesize complex information and communicate clearly with senior leaders, staff, and campus partners.
• Proven ability to build collaborative relationships across academic affairs, enrollment management, student affairs, and compliance\-related offices.
• Demonstrated critical thinking, sound judgment, and systems\-level problem\-solving, grounded in professionalism, integrity, and ethical decision\-making that balances student advocacy with institutional responsibility.
• Ability to manage multiple priorities, guide teams through ambiguity, and respond effectively in fast\-paced, high\-risk environments.
• Experience leading or supporting assessment, data analysis, and continuous improvement initiatives.
• Proficiency with standard office technologies and student information or case management systems (e.g., Maxient or similar platforms).
• Knowledge of and adherence to legal and ethical privacy standards, including FERPA and related regulatory frameworks.

PREFERRED QUALIFICATIONS

• Doctoral degree or terminal degree in a related field.
• Experience leading campus\-wide retention, persistence, or student success initiatives.
• Advanced training or experience in behavioral intervention, threat assessment, restorative practices, or campus climate response.
• Familiarity with CAS Case Management Services standards and best practices.
• Experience partnering with Institutional Research or Enrollment Management to translate data into systems\-level change.
• Ability to provide bilingual or multilingual support, particularly in Spanish.

WORK ENVIRONMENT

• Work Setting: Full\-time, in\-person on\-site position based on the Forest Grove campus, with occasional travel to the Hillsboro campus as needed.
• Schedule Expectations:Standard weekday hours (Monday–Friday, 9:00 a.m.–5:00 p.m.), with occasional evening, weekend, and on\-call responsibilities.
• Travel Requirements: Minimal; ability to travel between Pacific University campuses as needed.
• Physical Requirements: Primarily sedentary work with occasional lifting up to 20 pounds. Regular use of standard office technology and communication tools, with or without reasonable accommodation.

APPLICATION PROCESS

To apply, please upload your curriculum Vitae, cover letter addressing relevant experience and contact information for three professional references along with your Paycom application. Persons who do not follow and complete the application process are not applicants and will not be considered for employment.

Selected candidates will be notified by email; the hiring process typically includes two interviews. All applicants will be notified once the position is filled.

Applicants must be legally authorized to work in the United States at the time of hire and continue to work without employer visa sponsorship, now or in the future. Employment is contingent upon a successful background check

Questions may be directed to Dr. Laura E. Stallings, Dean of Student Wellbeing, laurastallings@pacificu.edu.

At Pacific University, we are dedicated to offering experiences that are authentic, holistic, equity\-minded, and responsive. Our communal success rests on the recognition that complex problems and effective solutions are best approached by teams with a variety of diverse perspectives. and life experiences. As we continue to develop our equity practices, we actively promote access to opportunities and equitable pay for all employees.

Studies have shown that women and people of color are less likely to apply for jobs where they are unsure if they can perform every function in the job description. We are most interested in finding the best candidate for the job and that candidate may come from a variety of backgrounds and lived experiences. If you are interested in applying, we encourage you to think broadly about how your background and skill set may qualify you for the role.

We, who make up Pacific University, aspire to become a community of purpose where everyone is enabled to be wholly and comfortably who they are; accountable for inclusive behaviors and practices; built on trust, civility, care, openness, and honest conversations often around critical subjects. We know that these values are critical to prepare for a global world with complex problems, through an asset\-based mindset so that everyone is afforded an opportunity to succeed. We believe in fostering a workplace where every employee is respected, their contributions are valued, and they are provided opportunities to succeed.

COMPENSATION AND BENEFITS

We offer a comprehensive benefits package for qualifying employees. Current benefits include:

• Generous paid time off (for vacation, holidays—including winter break—and sick leave)
• Medical coverage with alternative care options (with in\-network services covered at 100% after payroll deduction)
• Comprehensive dental and vision plans
• Generous retirement contribution after one year of service with no match required
• Free mental health appointments
• Tuition remission for employees and their dependent child(ren) who meet eligibility requirements
• On\-campus benefits, including free access to our sports facility and library
• Discounts on campus food, bookstore purchases, clinic services, and outdoor program gear rentals (including kayaks, snowshoes, and bikes)

EQUAL OPPORTUNITY EMPLOYMENT

Pacific University is an Equal Opportunity Employer and is committed to complying with all applicable laws, including those concerning employment and workplace policies. We are committed to fostering a non\-discriminatory and inclusive work environment. We are proud to encourage applications from individuals of all backgrounds, including those from historically underrepresented groups.

NOTICE OF NONDISCRIMINATION POLICY

Pacific University makes all employment decisions without regard to race, color, national or ethnic origin, ancestry, age, religion or religious creed, disability, sex, gender identity and/or expression, sexual orientation, military or veteran status, or any other characteristics protected by applicable law. Applicable laws include, but are not limited to, Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, the Age Discrimination Act, and the Americans with Disabilities Act of 1990\. Questions or complaints may be directed to the Vice President for Academic Affairs at 2043 College Way, Forest Grove, OR 97116 or via email at provost@pacificu.edu.