Student Dispute Resolution Specialist Iii

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Student Dispute Resolution Specialist III

Duties: Reporting to the Director of the Student Dispute Resolution Center, will investigates to resolve issues student-related conflict. Manage wide-ranging student complaints, including mediations and Title IX complaints, received through internal and external complaint processes. Serve as an advocate for fairness of the resolution process without being an advocate for any involved party. Exercise discretion and tact while interacting by any means of communication with students, faculty, staff, and administrators while helping them reach a resolution. Use dispute resolution techniques to calm and deescalate upset complainants. Independently, impartially, and thoroughly investigate complaint details, including mediations and Title IX complaints, by researching complaint details; requesting required supporting documentation from students; identifying relevant issues; and interviewing all involved parties including students, faculty, staff members or other identified witnesses. Exercise independent judgment and experience to evaluate the facts in adherence of BPI and University policies in order to make reasonable conclusions and recommendations for the resolution of the complaint. As per required timeframes, prepare written responses and settlement agreements, as needed, regarding student-initiated complaints, including Title IX issues. Ensure that all elements of the complaint are thoroughly identified and addressed in the reply. Collect, document, and secure appropriate complaint documentation, including call logs and e-mail correspondence. Ensure the accurate maintenance of data in all e-files and specialized databases as per required timeframes. Safeguard all student information and confidentiality per FERPA guidelines and BPI policies. Actively participate in the “Peer Review Process” for all outgoing official correspondence. Collaborate with appropriate staff members to ensure support of the business units in a wide range of matters, including audits, public, and other legal filings, policy administration, and other departmental inquiries.

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