Student Ombudsman Case Coordinator (Student Services Professional II)

The Office of the Student Ombuds at San Diego State University is seeking a Student Ombuds Case Coordinator to help students navigate academic, administrative, financial, enrollment, housing, grade appeal, and other University-related concerns. Working under the direction of the Student Ombuds, this student-facing role provides information, referrals, case coordination, and follow-up while helping students understand University policies, procedures, resources, and available options.

Working alongside the Student Ombuds, this position helps organize and advance student cases from intake through follow-up. The role gathers relevant information, prepares case documentation, explains established University processes, coordinates referrals and communication, and supports informal resolution efforts. The role offers meaningful exposure to conflict resolution, student advocacy, University policies, administrative processes, and campus services while contributing to fairness, transparency, and constructive communication across the University.

• →Support the Student Ombuds with case coordination, fact-finding, communication, problem-solving, conflict coaching, and informal resolution efforts.
• →Meet with students to understand their concerns, clarify goals, and provide individualized guidance, referrals, and follow-up.
• →Gather and evaluate information through interviews, records review, and communication with appropriate campus partners.
• →Explain established University policies, procedures, grievance processes, student rights, responsibilities, and available resources.
• →Maintain accurate, timely, and confidential case records; prepare case notes, correspondence, summaries, reports, and program data.
• →Coordinate with faculty, staff, administrators, campus departments, committees, student organizations, and community partners to support communication and timely resolution.
• →Develop and support presentations, workshops, outreach activities, website content, and educational materials related to student concerns, conflict resolution, University processes, and campus resources.

• Full-time, benefits eligible, temporary position with an anticipated end date of June 30, 2027, with the possibility of reappointment.
• Position is designated exempt under FLSA and is not eligible for overtime compensation.
• Standard SDSU work hours are Monday – Friday, 8:00 a.m. to 4:30 p.m., but may vary based on operational needs.
• This position is eligible for telecommuting up to 1 day per week, following a training period during which on-site presence is required.

The Office of the Student Ombudsman provides a confidential, neutral, and student-focused resource for addressing concerns that arise within the University. The Office provides information, advice, referrals, and intervention to help students understand University policies, procedures, and available options; navigate academic, administrative, financial, enrollment, housing, and other University-related concerns; and pursue informal resolution whenever possible. Through fact-finding, facilitation, mediation, and guidance regarding formal grievance processes, the Office supports fair and constructive communication while maintaining neutrality and respecting the privacy of all individuals involved.

For more information regarding the Office of the Student Ombudsman, click here.

Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job-related field. Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities shown below may be substituted for the required education on a year-for-year basis.

Possession of the required knowledge and abilities is typically demonstrated through the equivalent of two years of professional experience in one of the student services program areas or in a related field; experience should give evidence of competence and indicate the potential for further growth. A master’s degree in a job-related field may be substituted for one year of the professional experience.

• Working knowledge of student services practices, program operations, research methods, interviewing techniques, and individual and group behavior.
• Experience interpreting and applying program rules, University policies, procedures, grievance processes, and student resources.
• Sound judgment and discretion when handling sensitive, confidential, and emotionally difficult student concerns and records.
• Knowledge of conflict resolution, mediation, interviewing, and student advising practices.
• Experience maintaining a neutral and impartial approach when gathering information, explaining options, facilitating communication, and supporting resolution.
• Strong communication and collaboration skills when working with students, faculty, staff, administrators, and campus partners from diverse backgrounds.
• Experience preparing clear case notes, correspondence, summaries, reports, and presentations using case-management systems and other technology.

• Master’s degree from an accredited college or university in counseling, higher education, student affairs, or a job-related field.
• Experience working with students and parents in an ombuds or similar student services environment, including working with a student grievance process.
• Experience advising and/or counseling underrepresented, low-income, and first-generation college students and working effectively with students from diverse backgrounds.
• Familiarity with Maxient or a similar case-management system.

At SDSU, our diversity gives us power and benefits every single member of our community.  Consistent with California law and federal civil rights laws, SDSU provides equal opportunity for all in education and employment.  We encourage all members of our community to purposefully learn from one another through open and respectful dialogue and responsible engagement. We strongly preserve the right to free expression and encourage difficult conversations that help lead to improved individual and community learning and cohesion.

Principles of Community

At San Diego State University, we are a community of diverse individuals who have and represent many perspectives, beliefs, and identities. This diversity lends our community strength, and we commit to creating and sustaining an inclusive and intellectually vibrant environment that benefits all members of our university. 

SDSU’s Principles of Community is an aspirational statement that is intended to evolve over time. The statement reflects the ideals we are encouraged to uphold in our interactions with one another. 

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All university programs and activities are open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, San Diego State University (SDSU) provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. SDSU complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices. 

SDSU is a diverse community of individuals who represent many perspectives, beliefs and identities, committed to fostering an inclusive, respectful, and intellectually vibrant environment. We cultivate a culture of open dialogue, mutual respect, and belonging to support educational excellence and student success. Through academic programs, student organizations and activities, faculty initiatives, and community partnerships, we encourage meaningful engagement with diverse perspectives. As a higher education institution, we are dedicated to advancing knowledge and empowering individuals to reach their full potential by prioritizing inclusive curriculum development, faculty and staff training, student mentorship, and comprehensive support programs. At SDSU, excellence is built on merit, talent, diversity, accessibility, and equal opportunity for all.