Case Administrator II

Overview

The Intake and Outreach Coordinator serves as a key professional staff member in the Office of the University Ombudsperson at Michigan State University. This position supports the mission of the office by coordinating visitor intake, maintaining confidential documentation systems, assisting with outreach and communications initiatives, and supporting the administrative and operational functions of the office.

As the first point of contact for individuals seeking assistance, the Intake and Outreach Coordinator ensures that visitors are welcomed in a respectful, professional, and supportive manner. The position gathers and organizes information from visitors, assists with internal documentation and tracking, and helps coordinate referrals and resources when appropriate.

Individuals contacting the Office of the University Ombudsperson may be experiencing conflict, frustration, or uncertainty related to university matters. The role therefore requires strong interpersonal skills, sound judgment, and the ability to communicate calmly and constructively while helping visitors feel heard and supported.

• Visitor Intake and Case Coordination (45%)
  • Serve as the primary point of contact for individuals contacting the Office of the University Ombudsperson.
  • Conduct intake conversations to gather and document relevant information from visitors.
  • Triage urgent situations and make appropriate referrals to offices and individuals across campus.
  • Ensure visitors feel welcomed and heard, particularly when they may be experiencing frustration or conflict.
  • Maintain confidential documentation and internal case tracking systems.
  • Assist with compiling anonymized data and summaries used for office assessment and annual reporting.
• Documentation, Reporting and Information Management (15%)
  • Complete appropriate documentation and maintain internal records consistent with office practices.
  • Maintain logs and records related to matters handled by the office.
  • Assist with preparation of reports, summaries, and statistical information related to office activities.
  • Monitor office communications and coordinate responses to inquiries.
  • Maintain strict confidentiality and discretion in the handling of sensitive information consistent with the professional standards of the Office of the University Ombudsperson.
• Outreach and Program Support (20%)
  • Assist with planning and coordination of outreach initiatives across the university community.
  • Support logistical coordination for presentations, workshops, and informational programs.
  • Maintain outreach materials and assist with website updates and digital communications.
  • Track outreach engagement and assist with related reporting.
• Office Administration and Operations (20%)
  • Provide administrative and operational support for the Office of the University Ombudsperson.
  • Monitor office communications and coordinate responses to inquiries.
  • Support preparation of reports and documentation related to office activities.
  • Travel Support & Assistance for ombuds team. Arrange domestic and international travel for the team which includes preparing itineraries and processing and reconciling travel authorizations; provide travel support and assistance to members as requested; process travel receipts and reconcile travel authorizations for team.
  • Track and reconcile office expenditures, reconcile accounts, maintain enterprise financial systems, and maintain budget. Generate reports, coordinate resources, and perform general office tasks.

Knowledge equivalent to that which normally would be acquired by completing one to two years of college or an Associates degree program in business, psychology, social work, criminal justice or related field; three to five years of related working experience in coordinating needs and services, collecting information and maintaining data collection and documentation databases; preparing final reports and working with partnering agencies or departments;

or an equivalent combination of education and experience.

Bachelors degree in a relevant field; experience working within a higher education institution or other large, complex organization;…