Regional Student Outreach and Recovery Officer – Stratford University – Alexandria, VA

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At Stratford University employees take enormous pride in their work and the work of the University. Stratford is not just your next job — it is a career where employees find their true calling and feel tremendous joy in making a difference in the lives of others. Every employee is empowered and encouraged to contribute innovative ideas to enhance the student experience and learning outcomes. This is made evident by our motto, Changing lives, one student at a time.”  Visit our University blog at


The Regional Student Outreach and Recovery Officer (SORO) at Stratford University primary responsibilities center around performing outreach services to inactive students to support their degree completion, default management and encourage employment opportunities through facilitating their participation in various Stratford University initiatives that will promote their success. The SORO will be responsible for population segments that meet specific recovery criteria, encourage students to complete their program and increase graduation success rate, capture important data surround withdrawal and cancellations through the use of online survey instruments and to support the re-entry and readmit process through recruitment, counseling and by serving as triage between inactive students and the University teams. The SORO will perform their duties while following all local, state and federal guidelines, acting in an ethical manner.


Essential Job Functions:

  • Meet term recovery targets for assigned campuses within established deadlines.
  • Maintains an eighty (80%) enrollment rate for all returned and re-entry students who complete re-entry process.
  • Handles confidential student information with tact, discretion and assures college is in compliance with Federal Education Rights Privacy Act (FERPA) regulations.
  • Provides personal counseling as needed and determines when referrals to other departments are the most appropriate course of action. This includes but is not limited to: Academic Advisors, Career Services, S3, Library Services, uniform and equipment ordering, Moodle Technical Support, and other miscellaneous support departments.
  • Assists with campus events as specified such as: (New Student Orientation, Welcome Week, Graduation, awards ceremonies, etc.).
  • Assist in the identification of inactive population segments that meet specific recovery criteria and develop and deliver appropriate communication to effect renewed interest in educational opportunities at Stratford University.
  • Perform outreach to previously-enrolled students using appropriate communication channels to encourage program completion and increase graduation success rates.
  • Capturing student withdrawal and cancellation reasons through use of online survey instruments and other designated data capture tools to assist associated departments in identifying areas of opportunities for improved delivery of their constituent support services. Performing other like kind surveys.
  • Perform various data collection tasks to allow for the collation and periodic presentment of reports to assigned campus and corporate constituent teams to allow for the assessment of withdrawal trends and identifying potential areas for improvement in institutional effectiveness.
  • Provide recommendation to campus and corporate leadership in appropriate format of areas of opportunity to effect increased retention of active students based upon the data captured through withdrawal and other surveys.
  • Support student success needs as determined, by performing outreach efforts following established protocol to assign student population to meet specific institutional goals inclusive but not limited default management initiatives in collaboration with ECMC, the institutions default management servicer.
  • Support the re-entry and readmit process through recruitment, counselling and application review and serving as triage and support for inactive students by coordinating with constituent teams to facilitate student’s easy transition through Student Support Services (S3), the Student Accounts office, the Registrar, and lastly Academic Advisors for class schedules.
  • Develop and deliver appropriate communication to facilitate outreach to targeted population based upon institutional needs to meet specific objectives.
  • In coordination with constituent departments solicit participation by inactive students in various Stratford University student success initiatives.
  • Works in collaboration with other department members to promote individual student success (Student Accounts, S3, faculty Advisors). Assists students in resolving holds (registration, academics, student accounts, administration, etc.).
  • Represents Stratford University in the most positive manner with prospective, former, and current students, clients, suppliers and the communities served.
  • Represents the University to prospective re-entry students. Plans and implements recruitment activities for withdrawn student populations.  Schedules re-entry student appointments in coordination with (S3, Student Accounts, Registrar, and Academic Advisors).
  • Counsels’ prospective re-entry students on the re-entry process and student support opportunities available at the University.  One-on-one re-entry counseling is an important responsibility of this position.  Re-entry counseling occurs primarily by in-person appointments, phone calls, and email communications.  Reviews re-entry applications, furnishes withdrawal survey data, and provides other information pertinent to all departments involved in making re-entry decisions.
  • Counsel inactive students on default management strategies and refer to the appropriate support teams to develop personalized cure and prevention strategies based upon initial screening.
  • Performs other duties as assigned or deemed necessary.


The Skills:

  • Strong commitment to high academic standards, and ability to provide leadership in maintaining and strengthening academic excellence and enhancing the University’s standing
  • Ability to articulate the role of the assigned department ultimately serving the broader community
  • Communicate information and ideas clearly, and concisely, in writing; read and understand information presented in writing
  • Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally
  • Communicate academic strategy, goals, and priorities to outside visitors and evaluators
  • Support the University vision with respect to the assigned program
  • Perform other duties as assigned

Required Education and Experience:

  • Bachelor’s degree with at least 2-4 years of work experience in admissions or counseling, experience in an educational setting is preferred.
  • Experience working in a professional setting with demonstrated ability to manage a high volume of tasks simultaneously and effectively.
  • Experience with high volume calls and customer service skills, basic familiarity with MS Word, intermediate Excel spreadsheet knowledge, MS Outlook, database management experience, and generating and maintaining accurate progress reports is required.
  • Demonstrated ability to work effectively both independently with little oversight and as part of a team is required.
  • Demonstrated ability to develop effective working relationships with faculty, campus officials, staff, and students from diverse backgrounds is required.
  • Sensitivity to working in a multicultural setting is essential.
  • This position requires the ability to engage a multitude of personalities. Cross-cultural interpersonal and writing skills are necessary, including public speaking skills and the ability to represent the University in a positive way to diverse populations.  Additionally, the ability to represent the admissions/retention profession positively through a strong, student-centered ethic is required.
  • Team oriented approach, desire, and ability to work closely with peers, high level of interpersonal skills and professionalism is required.
  • A genuine interest and comfort in meeting and helping people is desired.
  • Knowledge of FERPA laws and regulations is required.

Work Environment:

  • Office environment
  • Occasional evening and weekend hours


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