I'm feeling a little overwhelmed and not sure where to start.
The Student Success Advisors are expected to handle more and more responsibilities. We are a dumping ground for everyone else's problems. The staff on the Enrollment side constantly tries to throw us under the bus by saying things like the SSA's should have to "work more on the weekends" and accuse us of never calling our students back when the fact is we all have about 700 or more students and none of them know how to use a computer.
Enrollment doesn't hesitate to enroll students who are completely incompetent and want to take an online program with no understanding of how to allow pop ups or what an internet browser is. They enroll students who barely speak any English and are so toxic that having a civil professional conversation with them is nearly impossible.
And then guess who has to deal with these people? If you want to apply for this job, have plenty of IT experience because you will spend most of your time explaining computer knowledge to these students.
We are expected to not only have a ton of talk time, but none of our administrative work matters. All they care about is call numbers. It doesn't matter if you have a million emails and text messages, you better hit your call numbers or else you will get talked to.
Management doesn't actually want to hear any of our concerns or complaints. If something is brought up during a meeting then we are asked to bring it to them "in private". Then at that point it never goes anywhere.
The turnover is terrible, and it takes them months and months to bring on new Student Success Advisors. So in the meantime we are all drowning trying to keep up with the students that were left behind.
MedCerts also refuses to hire more Career Coaches, and so managing literally the entire load of all of the graduated MedCerts students is all of 3 or 4 Career Coaches.
To top it all off, the other day they announced they would be requiring the new Advisors to work more hours on the weekend, but asked the existing Advisors that if we were interested to "volunteer" to work more on the weekends. Only 2 or 3 Advisors volunteered. So they decided to make it mandatory and requested (last minute) that we all work more hours on the weekend that immediate week. Thankfully there was enough outpouring of anger from the Student Success Advisors that they pitched this idea.
When I first interviewed for this job, I was careful to make sure this was not a call center. Now, that's all it is. A call center with horrible leadership that just doesn't care about its Student Success Advisors doing all the dirty work.
