758-CARE Coordinator, Office of the Dean of Students

External Applicants: 

Please ensure all required documents are ready to upload before beginning your application, including your resume, cover letter, and any additional materials specified in the job description.

Cover Letter and Supporting Documents:

• Navigate to the "My Experience" application page.

• Locate the "Resume/CV" document upload section at the bottom of the page.

• Use the "Select Files" button to upload your cover letter, resume, and any other required supporting documents. You can select multiple files.

Important Note: The "My Experience" page is the only opportunity to attach your cover letter, resume, and supporting documents. You will not be able to modify your application or add attachments after submission.

Current Employees:

Apply from your existing Workday account in the Jobs Hub. Do not apply from this website. 

A cover letter is required for all positions; optional for facilities, campus services, and hospitality roles unless otherwise specified.

Job Description Summary

Under minimal supervision, the 758-CARE Coordinator will respond to calls and oversee operation of 758-CARE, a dedicated phone line for members of the Wake Forest University community to express non-imminent safety concerns for self or others. The Coordinator will manage the daily operation of 758-CARE, including scheduling after hours coverage, triaging concerns, documenting calls, phone consultations, and referral to resources. They will provide highly professional in-person and phone contact with students and campus partners. Additional activities include caring outreach to community members experiencing crises and distress, community education and outreach, data collection, relevant special projects, and other general duties for the Case Management team in the Office of the Dean of Students.

*This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

Job Description

Essential Functions:

• Triage calls, utilizing appropriate questioning, assessment and de-escalation skills, to determine urgency and connect individuals with the appropriate offices based on need and level of distress. 

• Provide phone consultations and referrals, helping individuals become connected with on and off campus support resources, communicating appropriately with all parties involved, and engaging in timely documentation of calls. 

• Ensure calls placed after hours receive a professional, timely and appropriate response given the nature and urgency of concerns. 

• Schedule meetings for CARE Case Managers and staff responding to Biased Incident Reports.

• Provides support for all 336.758.CARE activities (e.g., weekly and ad hoc meetings, strategy meetings, process-oriented work, etc.).

• Analyzes internal processes related to phone line support and recommends and implements procedural or policy changes to improve operations, such as publicity changes or the management of records. 

• Creates cases and provides accurate and thorough documentation of calls in case files and other recordkeeping systems. 

• Provides students, parents, faculty/staff, and other visitors information regarding services the Case Management unit offers and education about other resources on campus.

• During non-peak times, provide administrative support for the outreach and education efforts associated with the 758.CARE line, CARE Team, and Bias Incident Response Team by assisting with scheduling, documentation, and preparation of outreach and education materials. 

• Carries out special projects as directed by the Associate Dean of Students, Community Response and Caring Outreach, and the Associate Vice President for Campus Life and Dean of Students

• Keeps the Case Management/CARE Team leadership apprised of emergent situations.

Other Functions:

• Serve on university committees, as needed.

• Assists with assessment of the utilization and functionality of the 336.758.CARE line 

Required Education, Knowledge, Skills, Abilities:

• Bachelor’s degree in social work, counseling, psychology or human services and two or more years of experience; or a combination of experience and education. 

• Demonstrated evidence of work experience with a culturally diverse population and with a commitment to fostering diversity, access, inclusion, and equity on a higher education campus.

• Ability to assess personal, social, and/or academic information regarding community members experiencing distress.

• Knowledge, experience, and comfort with mental health issues and symptoms. 

• Knowledge of risk factors and warning signs related to targeted violence. 

• Ability to assess risk of harm to self or others and connect individuals to appropriate resources. 

• Ability to engage in assessment and de-escalation strategies when working with individuals in distress and/or crisis situations. 

• Ability to professionally and appropriately manage sensitive and private information.

• Ability to exercise discretion, diplomacy and sound judgment with sensitive and private issues; calmly and effectively handle and/or address distressed students, families, administrators, and others.

• Ability to interface with colleagues regarding concerns. 

• Ability to manage time effectively and quickly respond to calls and follow-up correspondence. 

• Understanding of and ability to adhere to strict privacy restrictions.

• Experience using technology to track and manage individual cases.

• Provides direct and consultative expertise to community partners  related to referrals and responses. 

• Facilitates connection to campus resources and engages in follow-up with referring parties and partner offices as needed. 

• Understanding of Wake Forest University’s commitment to care, concern, and community.

• Ability to synthesize, summarize, and document information quickly and accurately and verbally communicate with appropriate stakeholders as warranted. 

• Ability to prioritize and re-prioritize as needed. 

• Ability to employ effective and compassionate communication skills, and project confidence and calmness in a fast-paced environment.

• Ability to practice good judgment and problem solving.

• Excellent interpersonal communication skills and ability to communicate effectively to small and large groups.

• Be a self-starter with the ability to work independently and collaboratively within a team environment.

Preferred Education, Knowledge, Skills, Abilities:

• Master’s degree in social work, counseling, psychology or related field. 

• Experience with creating and assigning cases and documenting in Maxient. 

• Higher education experience 

Accountabilities: 

• Work may require contact with school and University staff, students, parents, attorneys, law enforcement and general public.

Physical Requirements:

• Sedentary work. Typing, talking, hearing, repetitive motions. Close visual acuity. 

• Constant communication with others to exchange information.

Environmental Conditions: 

• No adverse environmental conditions expected.

Additional Job Description

Time Type Requirement

Full time

Note to Applicant:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Equal Opportunity Statement

The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and military or veteran status.  

 

Accommodations for Applicants

If you are an individual with a disability and need an accommodation to participate in the application or interview process, please contact [email protected] or (336) 758-4700.