Placement Testing operations. The operation of these areas is critical to the success of the college’s strategic enrollment efforts. This position also will be instrumental in the visioning, design, implementation, and assessment of the new One Stop student service model and its impact on the student experience. The Associate Director of RJF Student Services is directly responsible to ensure a welcoming environment where prospective, new, current, and returning students and their families will receive consistent, accurate, and timely information and support. With the delivery of an outstanding, responsive student experience of utmost importance, this position will exercise professional judgment and discretion in the assessment of student concerns, resolution of conflicts, and in proactively leading efforts to address enrollment and financial aid barriers and inequities. This includes the oversight of a complaint management system and the design of a continuous quality improvement system for frontline services.
Primary responsibilities of this role include oversight and assessment of the effectiveness of front desk intake operations and daily coordination with various department leaders who provide staffing for the RJF Student Services front desk on a rotating basis. These departments include Admissions and Enrollment, Financial Aid, Student Records, Veterans Benefits, Academic Advising, and Occupational Support Services. Close collaboration with the Director of the Student Financial Services Office is also essential to provide a unified student service experience. The Associate Director position will also research, identify, recommend, facilitate purchase, and implement a variety of new technologies to increase One Stop service efficiencies.
This position will hire, schedule, supervise, establish performance goals, evaluate, and facilitate training for the Call Center Supervisor, Placement Specialist as well as numerous Admissions, Enrollment, and Financial Aid contingency and student employees working within the RJF Student Services. This will include a One Stop peer student support team. The Associate Director will actively liaison with campus leaders and department heads to collect information on college-wide process, policy, and practice changes for the education and cross-training of enrollment center staff.
Additional duties include planning, scheduling, and coordination of enrollment and outreach activities, such as Ready Set Enroll and opening semester Service Saturday events, financial aid presentations, and FAFSA completion workshops, as well as the coordination of services necessary to support virtual, on-site, and off-site college-readiness and recruitment programs. This position is also responsible for budget management; expanded data collection, analysis, and reporting; and the development and documentation of RJF Student Services customer service policies, processes, and procedures.
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Oversee and assess the complex day-to-day RJF Student Services, Call Center, and Placement Testing operations and related processes
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Lead the visioning, design and implementation of the new One Stop student service model. Continually assess its impact on the student experience
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Directly supervise, schedule, train, establish performance goals, and evaluate the Call Center Supervisor, Placement Specialist, five Enrollment and Financial Aid One Stop Specialists, as well as numerous Admissions, Enrollment, and Financial Aid contingency and student employees
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Hire, supervise, schedule, and facilitate training for a One Stop peer student support team that will directly contact and respond to prospective student and community inquiries
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Stay current on external market conditions, strategies, and expectations for student service
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Design a continuous quality improvement system for frontline services to support accessibility within the RJF Student Services
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Oversight of the expanded call center operations, including the assessment of incoming and outbound call, text, and click to chat effectiveness
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Plan, estimate, and oversee operational budget expenditures for the RJF Student Services and for Placement Testing. Serve as budget control officer (BCO) for the ALEKS cost center
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Coordinate with various department leaders whose staff work within the RJF Student Services
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Develop and maintain a daily master schedule of coverage for the front desk to ensure an efficient and orderly intake process. Assess effectiveness and impact on the student experience
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Research, identify, recommend, and implement new, innovative technologies and strategies to increase student access and satisfaction, as well as to improve staff efficiency
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Facilitate purchase, implement, manage, and maintain a triage/intake queuing system within the RJF Student Services to ensure prompt service delivery
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Work in coordination with IT and other campus offices to create, manage, and maintain imaging functionality. Troubleshoot technical issues and identify and implement solutions
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Supervise day-to-day Perceptive Content document imaging system and workflow processes for Admissions, RJF Student Services, and Financial Aid
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Plan, develop, and provide comprehensive enrollment and financial aid-related training to Enrollment Center, Call Center, Lakeshore and M-TEC personnel. Develop training materials
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Ensure staff are trained to effectively utilize financial aid- and enrollment-related applications and systems and receive timely updates
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Actively liaison with campus leadership and department heads to collect college-wide process, policy, and practice changes and supporting information for the purpose of educating and cross-training of customer service staff, contingency staff, and student employees
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Oversee scheduling of all enrollment- and financial aid-related customer service activities, including coverage for walk-ins and appointments
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Work with the Placement Specialist to maintain an appropriate schedule of placement testing. Anticipate the demand for assessment and take proactive steps to plan and implement needed services and programs to meet future student needs
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Coordinate with the Call Center Supervisor and Enrollment Management Communication & Data Coordinator to develop special text messaging campaigns to highlight upcoming events or new student service initiatives
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Identify and recommend new, innovative methods and opportunities to engage with students to improve enrollment and financial aid completion rates
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Coordinate, schedule, and conduct off-campus formal enrollment and financial aid presentations, as well as FAFSA completion and placement testing events for students, parents, high school counselors, community agencies, staff, and faculty
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Coordinate services necessary to support virtual, on-site, and off-site recruitment and college-readiness programs
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Lead and coordinate on-campus enrollment and outreach activities, such as Ready Set Enroll and opening semester Service Saturday events, financial aid presentations, and FAFSA completion workshops to achieve enrollment goals
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Collect and analyze weekly data on RJF Student Services, Call Center, Placement Testing, outreach events, and other services. Run PeopleSoft queries and other reports as needed to ensure accuracy of data and other relevant information. Prepare weekly reports; provide information for Deans, Executive Leadership, and Cabinet updates; and utilize data to guide scheduling, resource allocation, and process improvements
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Maintain regular communication with internal and external stakeholders and customers to ensure smooth operation of application, placement testing, and enrollment activities at GRCC
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Interpret and remain updated on changes to student testing guidelines, procedures, testing instructions, surveys, and placement policies and practices
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Monitor testing and activities trends. Periodically share trends data with the appropriate supervisors as it relates to staffing, revenue, services effectiveness, and unmet student needs
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Advise and assist current and prospective students and their families by phone, in-person, and via email, chat, and texting with all aspects of the admissions, enrollment, placement testing, and financial aid processes
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Serve as a primary contact and enrollment/financial aid advocate for veterans and special vulnerable populations, such as homeless youth, students formerly in foster care, DACA students, etc. Responsible for meeting compliance requirements for other campus offices, State agencies, and organizations in support of this work
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Participate in the Financial Aid Suspension Appeal Committee; evaluate appeals and render determinations
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Participate in Admissions, Enrollment Management, and Financial Aid Leadership team meetings, as well as in the development, interpretation, implementation, and communication of enrollment and financial aid-related policies and processes
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As a key member of the leadership team, participate in the development and implementation of the annual department plans, and ensure the integration of GRCC’s mission, vision and values into daily student service work
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Oversee the complaint management system and work with team members to investigate, document, and resolve issues as they arise. As part of this work, analyze data with an eye toward identifying systemic barriers to student access and proactively recommend solutions
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Implement and oversee a survey system to regularly monitor the student and staff experience and overall satisfaction, respond to issues, and provide feedback to staff
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Ensure security and confidentiality of testing, admission, financial aid, and student records, equipment, and other sensitive material and information
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Maintain a thorough knowledge of regulations around application maintenance and audit requirements for admissions and placement testing information
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Foster and promote practices that support the vision of a fully integrated enrollment management model in an effort to create a seamless student service experience
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Attend professional development conferences, seminars, workshops and webinars to stay abreast of current regulations, trends and best practices in the enrollment management and financial aid professions
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Actively participate in college committees representing the Enrollment Management and Financial Aid team
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This role is a Campus Security Authority (CSA). CSAs will be trained and responsible for reporting Clery Reportable Crimes to Campus Police as required by the Clery Act.
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Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
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Performs other related duties as assigned