Sr. Tutoring Coordinator

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General Description (Purpose and Function): 

The Senior Tutoring Coordinator is responsible for maintaining the day-to-day operations of the tutoring program.  The primary role is to train new tutors, manage the lead tutors, and support the daily operations of tutoring relating to monitoring tutor hours, appointments, schedules, and responding to phone and email inquiries.  This position will work collaboratively with Camner Center staff, tutors, faculty, and other campus departments to increase student success and retention of undergraduate students.  This position reports to the Assistant Director, Peer Tutoring. 

Primary Duties and Responsibilities:

• Supervise group of 5-7 lead tutors. 
  • Manage tutor schedules and appointment bookings.
  • Develop administrative tasks and assign responsibilities to each lead tutor.
  • Conduct weekly team meetings with all lead tutors.
  • Handle all HR-related responsibilities with lead tutors including disciplinary issues and provide feedback to foster the growth and development of tutors.
• Support Daily Operations.
  • Manage appointment bookings for tutors.  This includes updating tutor hours, online booking and cancellations, and providing customer support for students.
  • Responding to emails and phone inquiries related to tutoring.
  • Facilitate and assist students seeking academic information related to tutoring and connect students to appropriate university resources.
  • Provide support to 100+ peer tutors who are directly supervised by the Assistant Director of Tutoring.
  • Submit tickets to UMIT, EAB, and Blackboard regarding tutoring technical issues.
  • Provide Learning Commons staff with updated daily tutoring appointment numbers to coordinate availability and spacing in Richter Library.
• Front desk student worker training and supervision

• Kiosk management: train staff in the setup of kiosks ensuring that tutoring check-in systems are functional
• Appointment coordination: provide training on managing appointment check-ins, cancellations, updates, and responding daily to student appointment requests
• Trouble shooting and technical support: trains student workers on the technical aspects of the software and how to check for special cases scenarios.
• No-show protocols: establish protocols for the front desk to handle situations where tutor no-shows or cancels unexpectedly ensuring that students are rescheduled promptly or redirected to other resources.

• Student Reinstatement Meetings

• Oversee and conduct reinstatement meetings with students who have reached the maximum number of no-shows.
• Schedule and lead individual meetings with students to understand the reasons behind the missed appointments.
• review tutoring policy with students to clarify attendance expectation, and consequences of repeated no-shows.
• Make an evaluation at the end of the meeting based on individual student situations whether they should be reinstated into the program or not.

• Oversee College Reading and Learning Association (CRLA) Training.
  • Develop, implement, and conduct all tutor trainings with the support of the lead tutors which include covering tutoring techniques, best practices, theory, and CRLA; this includes conducting tutor training meetings at the beginning of each semester.
  • Update CRLA tutor training and handbook each semester based on changes in policies and procedures.
  • Preselect 5 mandatory training hours per semester to divide tutors into groups to provide focused, small-group training sessions.
  • Match each lead tutor's schedule to a mandatory training hour to encourage peer tutor interaction.
  • Create ideas to enhance departmental collaborations for tutor training. This can include dedicated icebreakers, handouts, videos, etc.
  • Track all tutor training hours and report to payroll manager.
  • Track the additional 4 hours of training across two semesters for tutors that choose to complete CRLA Level I, II, and III.
  • Supervise the lead tutors to create an interactive PowerPoint presentation for agreed upon tutor training topics.