Senior Advisor, Family Service

Overview:
RMIT University Commitment

RMIT is committed to the rights of students and staff to be safe, respected, valued, and treated as an equal in their place of study and work. All staff are expected to share this commitment and contribute to a safer community. While carrying out their role, staff are in a position of trust with students. Staff have a duty of care to report wellbeing concerns about students through the designated channels and uphold to the code of conduct. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.

Why RMIT University Vietnam
- Reputation and rankings - RMIT University

Rewards and Benefits:
- Competitive VND salary (plus allowances) starting from VND33,014,000 depending on proven track record in meeting all the key selection criteria.- 13th month Tet bonus + private medical insurance (for you and your dependents) + annual health check.- Generous annual leave, career leave and public holidays (Christmas and Tet Holidays)- Professional development and career advancement- Access to state-of-the-art facilities and resources- A vibrant and diverse campus life and more

RMIT Vietnam has been honoured with the respectable HR Asia Award as Top Employer To Work For in Asia. To find out more about RMIT Vietnam and our current vacancies, please visit our website:
YOUR ROLE

The Family Connect team delivers inclusive service and support for the RMIT Family/ Guardian Community and works in collaboration with other departments to develop a family program with the goal to connect families and guardians of RMIT current students with information, resources and opportunities to support their students and ensure their students’ success.

The Senior Advisor, Family Service delivers quality advice, timely responses, complex issue resolution and case management to families/ guardians of RMIT current students, including families of local and international students. The Senior Advisor, Family Service is an experienced professional who is expected to take strong interest in educational supporting services with high standard.
- KEY ACCOUNTABILITIES
- 1. Provide quality advice, timely responses, complex issue resolution and case management to families/guardians of RMIT current students, including families/ guardians of local and international students in accordance with University policies and processes. Support families in navigating University resources through the approved communication channels.
- 2. Coordinate with the Academic Registrar’s Group and the Legal team in the development and update of policies and processes relating to families, including privacy release, unsatisfactory academic progress, third-party complaints, student billing, etc.
- 3. Coordinate with a wide range of internal stakeholders to provide clear and timely responses to family enquiries. Maintain broad familiarity and timely updates on knowledge about relevant University areas so that related family enquiries can be addressed accurately and transparently.
- 4. Master RMIT student record system, administrative systems and service management platform to perform case management.
- 5. Work closely with Student Connect Student Advisors and Senior Student Advisors to manage related student-family enquiries.
- 6. Receive feedback from families and provide it to relevant University stakeholders, including Academic Schools, student services and Operations Portfolio. Provide the Manager, Family Connect and the Coordinator, Family Support with family enquiry and feedback patterns for recommendations to address them with proactive family communications and engagement efforts.
- 7. Make referrals to Academic Registrar’s Group Third-party Complaints in accordance with the Third-Party Complaints Procedure.
- 8. Actively contribute to the design and implementation of the family support program including communications, events and activities (Family Day, Family Weekend, Parent and Family Orientation/ Welcome Event, etc.)
- 9. Lead or participate in team projects to enhance the experience of families.
- 10. Actively contribute feedback and improvement suggestions to the review of administrative processes in Family Connect team meetings or cross-unit discussions. Demonstrate the student-centered and innovative approach to continuously creating unique student and family experiences and innovations.
- 11. Perform other tasks as assigned by the Manager, Family Connect.
- KEY SELECTION CRITERIA
- 1. Bachelor’s degree in a relevant discipline.
- 2. At least 2 years of experience in a customer service role where the expectation was to deliver high levels of customer service across a broad range of service areas, preferably in an educational environment.
- 3. Demonstrated ability to deal with sensitive and challenging situations in a professional and diplomatic manner; Ability to perceive and manage the emotions of one's self a