Crm And Operations Coordinator, New Student Programs And Family Engagement

Type of Appointment: Full-Time, Probationary
Collective Bargaining Unit: Academic Professionals of California - Unit 4
Job Classification: Student Services Professional III
Anticipated Hiring Amount:$5,276 - $6,023 per month
Work Hours: Monday – Friday 8:00am-5:00pm

THE DEPARTMENT:
The Office of New Student Programs and Family Engagement facilitates the transition of new students into the institution; prepares them for educational opportunities and student responsibilities; and initiates their integration into the intellectual, cultural, and social climate of the university. The Office of New Student Programs and Family Engagement provides information, communication and services to incoming students and their support system to orient them to the traditions, mission, philosophy, and culture of the campus and to make them knowledgeable about Cal Poly Pomona's opportunities, resources, challenges, and programs. The Office of New Student Programs and Family Engagement designs, plans, implements, and assesses mandatory online and in-person orientation events and supports transition activities including but not limited to new student convocation and welcome week (CPP Fest). The Office of New Student Programs and Family Engagement serves as the administrative office for the mandatory student orientation programs, parent/family orientation, and parent/family communication. The office is responsible for compliance with federal, state, CSU System and University requirements and the timely and accurate dissemination of information to students, parents, and campus constituents. The Office of New Student Programs and Family Engagement is housed within the Division of Student Affairs and reports to the Associate Dean of Students, Student Retention and Engagement. The Office of New Student Programs and Family Engagement supports enrollment management and student success and retention, and institutional planning in conjunction with other campus constituents. The Division of Student Affairs strives for excellence through a shared student-centered philosophy and values of collaboration, inclusivity, integrity, innovation, and student-centeredness. In performing the duties assigned to this position, the incumbent is expected to consistently demonstrate attitudes and behaviors that are in keeping with the division's philosophy and values.

DUTIES AND RESPONSIBILITIES:
CRM and Operational Management
Manage the annual process to update content, images, and videos in the CPP Pre- Orientation modules to ensure timely, accurate and required information is shared with incoming students.
Coordinate with student affairs, academic colleges, administrative affairs, and MediaVision on content, images, and videos for the Online Orientation platform to convey required information from all sectors.
Liaise with Information Technology to ensure student data is correctly sent to the Online Orientation for new and existing profile-directed content.
Liaise with vendor to ensure that the CPP Pre-Orientation is taking full advantage of available technology and integrations.
Collaborate with university departments for profile-directed content based on student characteristics
Collaborate with Senior Coordinator, Parent & Family Engagement to maintain and update the Bronco Family Online Orientation for parents, families, guests, and prospective students for the Online Orientation.
Regularly assess pre-orientation functionality and make recommendations for improvement.
Collaborate with Director, New Student Programs & Family Engagement to assist with the implementation of customer relationship management (CRM) system, Slate within the office.
Curate student communication plan and office events utilizing Slate CRM and maintain Slate applicant portal to continue to enhance the student experience and increase enrollment yield.
Utilize Slate CRM reporting functionality to highlight impact to yield, melt reduction, and overall engagement from incoming students.
Assist with the development of orientation assessments, to consider the following populations: students, guests, pre-orientation modules, ongoing family engagement events, and yield activities.

Orientation and Transition Planning & Implementation
Together with the orientation team, plan and implement new student orientation events and first year transition programs (both in-person and virtual). Tasks include, but are not limited to developing program agendas, making room reservations, scheduling speakers, ordering and preparing materials, creating learning outcomes and developing assessments.
Collaborate with the orientation professional staff team, divisional, and campus partners on orientation communication plans, including but not limited to website, emails, social media, and printed materials.
Utilizing Cascade platform to maintain the New Student Programs and Family Engagement website to ensure it is updated and accurately reflects each new orientation cycle.
Serve as program lead during both in-person and virtual new student orientation events in rotation with other professional staff and graduate interns.
Collaborate with Director and IT liaison on Peoplesoft and Slate CRM processes, including orientation reservation set-up, student enrollment group processing, to do lists, queries, and payment processing.
In collaboration with Coordinator, Family Engagement, provide weekly direction and support to the student Social Media Team regarding content creation and engagement on various social media platforms.
Ensure any content posted to social media is appropriate, accurate, and aligns with the mission of the Office of New Student Programs and Family Engagement and Cal Poly Pomona.
Review all content created in Canva Pro for accessibility utilizing Universal Design and current CPP branding.
Plan monthly meetings with student team. Develop a plan to enhance student skills in professional content creation. Maintain the Social Media Content Calendar.

New Student Enrollment Support
Advise new students throughout the transition process and identify resources, resolutions, and referrals if they encounter enrollment issues.
Facilitate the orientation deferral process for students who cannot attend orientation. Ensure students complete an alternative orientation program, receive academic advising, and register for first-semester courses.
Assign or release orientation-related service indicators (holds).
Liaise with Office of Admissions regarding students' admission status and orientation reservations.
Liaise Student Accounting & Cashiering regarding the posting, refunds, and/or credits of orientation fees.
Oversee and provide regular updates to the Office of New Student Program and Family Engagement website utilizing the Cascade user platform.
Collaborate interdepartmentally to provide accurate and timely information regarding Online Orientation, Orientation Day, and Parent and Family Orientation timelines to new incoming students and their supporters.
Evaluate the website language to ensure the targeted audience is being addressed. Provide regular updates to the various tabs within the website to ensure that all information provided to incoming and continuing students is accurate.
Maintain the current professional staff, student staff, orientation leader and captain's bios and information.
Attend monthly Cascade user group meetings to streamline processes.

Front Desk Assistant Supervision & Office Management
Recruit, interview, hire, train, and lead student office assistants, including:
Ensure recruitment practices are inclusive and yield an applicant pool reflective of the CPP population.
Provide task direction, work assignments, performance feedback, conduct expectations, and refer for corrective action.
Ensure responsibilities are appropriate and effective as representatives of the department, division, and university.
Ensure student office assistants follow university employment guidelines and comply with labor law.
Regularly assess office assistant training curriculum for effectiveness and make improvements.
Oversee the main department email and phone lines.
Process and maintain student hiring paperwork and payroll, in collaboration with other orientation staff and division operations staff.
Identify and implement operational efficiencies.

Graduate Intern Management
Recruit, interview, hire, train, and lead graduate student intern
Provide task direction, work assignments, performance feedback, conduct expectations, and corrective action for graduate interns.
Ensure graduate interns execute their responsibilities appropriately and effectively as representatives of the department, division, and university.
Ensure graduate interns follow university employment guidelines and comply with labor law.
Student Affairs/University Committees Represent the Office of New Student Programs and Family Engagement on a variety of divisional and campus-wide committees.

QUALIFICATIONS:
Bachelor's Degree - Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate course work in counseling techniques, interviewing, and conflict resolution where such are job-related.
Possession of these knowledge and abilities is typically demonstrated through the equivalent of three years of progressively responsible professional student services work experience. One year in the program area to which assigned may be preferred but is not required. A master's degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one year of experience. A doctorate degree and the appropriate internship or clinical training in counseling or guidance may be substituted for the three years of experience for positions with a major responsibility for professional career or personal counseling.

Thorough knowledge of the principles of individual and group behavior. General knowledge of the principles, practices and trends of the Student Services field as well as general knowledge of the policies, procedures and practices of the program area to which assigned; general knowledge of individual counseling techniques; general knowledge, or the ability to rapidly acquire such knowledge, of the organizational procedures and activities of the specific campus to which the position is assigned. Working knowledge of student services programs outside the program to which immediately assigned. Ability to analyze complex situations accurately and adopt effective courses of action; advise students individually and in groups on complex student related matters; determine appropriate courses of action and proper techniques to utilize while engaged with individuals in personal interactions of an argumentative or sensitive nature; interpret and evaluate descriptions and explanations of problems brought forward by individuals or student organizations, analyze and define the problem, draw valid conclusions and project consequences of various alternative courses of action; carry out a variety of professionally complex assignments without detailed instructions; and establish and maintain cooperative working relationships with a variety of individuals.

Equity, Diversity, and Inclusion
At Cal Poly Pomona, we are committed to the urgent and ongoing work of creating and sustaining an inclusive campus where all students, faculty, and staff are welcomed, respected and can flourish to achieve their dreams of success. We believe diversity strengthens community. Cal Poly Pomona proudly holds designations as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI). In 2022, the campus launched the Black Thriving Initiative recognizing that Cal Poly Pomona's future as a university must be linked to the success of its Black community. More information about our campus initiatives can be found on the Office of Inclusive Excellence's website.

Out of State Work
The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU's mission is to prepare educated, responsible individuals to contribute to California's schools, economy, culture, and future. As an agency of the State of California, the CSU's business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to the California State University Out-of-State Employment Policy.

Background Check
Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate's conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information, go to the California State University Background Check Policy.

CSU Classification Salary Range
This position is part of the APC bargaining unit 4. The CSU Classification Standards for this position are located on the CSU Classification Standards website. The CSU Salary Schedule is located on the CSU Salary Schedule website. The classification salary range for this position according to the respective skill level is: minimum $5,276 and maximum $7,517 per month. Please refer to the anticipated hiring range for the appropriate salary rate for this particular position.

Employment Eligibility Verification
Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information, go the I-9 Acceptable Documents website.

Child Abuse/Neglect Reporting Act (CANRA)
The person holding this position is considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Read more at the California Child Abuse and Neglect Reporting Act policy.

Security & Fire Safety
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona's Annual Security Report and Annual Fire Safety Report are available for viewing at the Cal Poly Pomona's Annual Security Report and Cal Poly Pomona's Annual Fire Safety Report.

Pay Transparency Nondiscrimination
As a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. For more information, see the Pay Transparency Nondiscrimination Provision poster.

Reasonable Accommodation
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ******. For more information, go to Employment Notices.

Equal Employment Opportunity
Cal Poly Pomona is an Equal Opportunity Employer, committed to promoting an inclusive and diverse workforce. The university subscribes to all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and veteran or military status. We engage the talents of all qualified workers, regardless of their background. More information is available at Equal Employment Opportunity statement.

Equal Employment Opportunity
For other important employment notices, we invite you to visit Cal Poly Pomona's Employment Notices web page.