Case Coordinator, International Student Programs

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Job Summary

The International Offices (https://international.caltech.edu/) support the international community at Caltech and JPL, including students, scholars, and families. The staff members of the International Offices work as a team.

International Student Programs (ISP) provides immigration support for Caltech's international student community by ensuring that they are able to enter the United States, maintain their international student status, travel abroad, and work in the United States. Additionally, ISP plans and implements international education programs, including international student orientation.

Reporting to the Associate Director, the Case Coordinator will be a top-level contributor to ISP by providing general and immigration-specific administrative support. This position is responsible for administrative tasks, data entry, database management, generating reports, maintaining data integrity, and supporting programming (event) activities. The Case Coordinator will serve as a Designated School Official (DSO) for the purposes of generating immigration documents and travel endorsements. The Case Coordinator will be the primary point of contact for I-9 communications and completions for international students. The Case Coordinator will collaborate with ISP team members to maintain and improve processes to support international students. Additionally, the Case Coordinator will assign and monitor tasks to student workers. They will collaborate occasionally with staff in both International Scholar Services (ISS) and the Jet Propulsion Laboratory International Office (JPL-IO) to ensure adequate coverage on an as needed basis and for completion of interoffice projects.

This role is eligible for a hybrid work schedule, subject to business needs and supervisor's review. Regular on-campus reporting is required. Programs and events may occasionally include evening and weekend hours.

Essential Job Duties

• Designated School Official, Customer Service Support, and I-9 Coordination.
• Corresponds with international students, responding to general inquiries with professional customer service. Responds to topics including but not limited to student arrival and orientation, ISP walk-in hours and procedures, I-9 procedures, travel signatures, and other topics. Responds to inquiries with templated email messages where available.
• Screens phone calls and welcomes in-person visitors using considerable judgement in a tactful, professional manner to support seamless ISP operations.
• Schedules appointments and meetings for ISP staff and the IO department.
• Utilizes Outlook email and calendars in accordance with ISP business practices.
• Engages in routine, collegial, and professional communication and teamwork between ISP and campus partners, demonstrating expertise in ISP records and systems.
• Provides campus partners with information needed for their business practices demonstrating expertise in ISP records and systems affecting the project or issue.
• Applies comprehensive knowledge of ISP practices and procedures to maintain updated documented processes and procedures for ISP related to the scope of the Case Coordinator role in an initiative-taking manner.
• Supports and collaborates with ISP and IO team members to analyze, formulate, and update ISP and cross-IO processes using expertise of ISP practices and procedures.
• Utilizes specialized knowledge of the I-9 employment verification process for international students to serve as the primary ISP team member to conduct in-person I-9 verifications and reverifications expertly and professionally.
• Attends and participates in ISP, IO, and campus partner meetings and contributes information and questions regarding matters related to the Case Coordinator's scope.
• Supports ISP programming such International Student Orientation and Intercultural Discussion Group, as well as other ISP and IO meetings and events, primarily through facilities reservations, catering orders, and event set-up and clean-up.
• Manages paperwork related to hiring student workers; assigns and monitors tasks to student workers, as needed.
• Record Management and Data Integrity Support.
• Creates, monitors, and maintains international student records, and synthesizes data integrity in multiple systems, including International Student & Scholar Management (ISSM) database, SEVIS, Exeter, and Equifax. Participates in data-cleaning efforts.
• Uses expertise in ISP procedures and the above-mentioned systems to review and resolve a wide variety of issues in the creation and maintenance of records and data integrity independently.
• Acts as a technical resource to the ISP team for record management and data integrity practices. Communicates problems to ISP team members and assists with resolutions related to record maintenance and data integrity practices.
• Creates and runs data reports to ensure the accurate tracking of international students' nonimmigrant status start and expiry dates.
• Generates new student records based on accurate data entry of admission offer and financial data.
• Provides I-20 travel endorsements, only after approval as Designated School Official (DSO).
• Processes and maintains highly sensitive and confidential information, appropriately.
• Office Operations Support.
• Collects the mail daily and processes immigration receipts and documents received by mail.
• Reconciles monthly expenditures for the ISP team.
• Submits facility, catering, and room requests.
• Monitors supplies and orders supplies for the office, kitchen, and events, as needed.
• Other duties as assigned.

Basic Qualifications

• Bachelor's degree.
• 1 year of relevant administrative and customer service experience.
• Detail oriented and methodical.
• Strong interpersonal skills.
• Strong professional, oral and written communication.
• Able to prioritize multiple complex responsibilities and accomplish them simultaneously.
• Able to work independently and effectively.
• Highly proficient in Microsoft Office Suite, including Outlook and Excel.
• In accordance with the regulations at 22 CFR 62, the individual in this position must be a citizen or lawful permanent resident of the United States.

Preferred Qualifications

• Experience working in a college environment and/or a multicultural setting.
• Knowledge of immigration regulations affecting international students or scholars.
• Experience completing Form I-9.

Required Documents

• Resume.
• Cover Letter.