Guided Services Generalist

The Guided Services Generalist is a student-support professional who plays an encouraging, empowering role in helping students navigate some of the challenges that can arise during their time at the university. Guided Services is a core element of the Student Experience Project (SEP), designed to reduce fragmentation, advance equity, and ensure every student has a simple, supportive path to the help they need. Generalists step in when students need extra guidance offering thoughtful problem-solving, personalized support, and warm connections to the right campus resources.

Generalists partner closely with frontline library staff and campus support offices to provide deeper, more sustained assistance for students facing academic, financial, personal, or adjustment-related concerns. Through empathy, clear communication, and proactive follow-up, Generalists help students regain confidence, feel genuinely supported, and stay connected to their goals at the University of Utah.

This position is required to work on campus full-time. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who bring perspectives and experiences that will enrich and strengthen our organization and enhance our commitment to access and belonging. We welcome applications from candidates of all backgrounds, including those who may not have followed a traditional educational or professional path.

The University will not sponsor a work visa for this position.

Qualifications:

Requires Bachelor’s degree in related field and 3-5 years of progressively more responsible experience with coordinating experience in a library, cultural heritage institution, or similar setting, or equivalency (one year of education can be substituted for two years of related work experience). Directly related experience working with the types of technologies, collections, and resources used in the specified area of library service preferred.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Responsibilities:

Student Support and Problem-Solving:

· Manage referrals by frontline staff, faculty, advisors, or other campus partners for students with academic or personal challenges.

· Conduct supportive conversations to understand student needs and clarify goals.

· Identify root issues and provide clear, realistic next steps using plain language.

· Empower students with information, resources, and strategies to navigate campus systems effectively.

· Model empathy, transparency, and care to reduce student anxiety or stress.

· Ensure students feel safe, heard, and respected during every interaction.

· Help reduce equity gaps by supporting students who may be unfamiliar with university systems or who encounter disproportionate barriers.

Warm Referrals and Cross-Campus Coordination:

· Coordinate handoffs to appropriate units (e.g., advising, financial aid, accessibility, basic needs, mental health, counseling, and academic departments).

· Establish warm referrals that include introductions, context, and shared expectations.

· Collaborate closely with campus partners and library leadership.

· Ensure students understand what happens next, who will contact them, and typical timelines.

Proactive Follow-Up and Continuing Support:

· Track student progress and provide timely follow-up to ensure concerns are resolved.

· Re-engage students who may be at risk of disengaging or becoming disconnected.

· Document cases in accordance with university guidelines while maintaining privacy and confidentiality.

Service Alignment and Continuous Improvement:

· Consult with frontline library staff to ensure smooth handoffs for referred cases.

· Identify recurring student issues or systemic barriers and share insights with the Manager of Guided Services.

· Contribute to process improvement, resource guides, and knowledge bases.

· Participate in training, case review meetings, and cross-campus collaboration efforts.

Preferred Qualifications:

Prior experience working across departments or teams and establishing formal process between them. Demonstrated ability to communicate clearly and effectively while contributing to collaborative partnerships within a network of campus service providers.

The duties, qualifications, and preferences listed in this posting are intended to give applicants an understanding of the role we are seeking to fill and the types of skills, experience, and education that may have prepared someone to be effective in this role. We do not expect any candidate to be a perfect match for this list or to perform all of the duties with equal proficiency on day one. In your resume and cover letter, please highlight the most relevant qualifications you would bring to this position based on the posting, and tell us how your background, perspective, and experience will help us fulfill our mission and meet our goal

Apply Here: https://utah.peopleadmin.com/postings/198038