Assistant Director of Student and Family Services
New Orleans, Louisiana, United States of America
Full Time
1 day ago
Key skills
BISalesforceWorkdayLeadershipCritical ThinkingTime Management
About this role
NOLA Public Schools Vision
The vision of the NOLA Public Schools is that every student receives a high-quality education that fosters their individual capabilities, while ensuring that they thrive, achieve physical and mental wellness, and are prepared for civic, social, and economic success.
Position Summary
The Assistant Director of Family Services will ensure families receive a high level of customer service when interacting with the NOLA Public Schools family services team by email, phone call, or when visiting a center in person. The role will manage the daily workloads of Student Enrollment Coordinators, ensuring that processes are optimal and efficient, and that work is completed in a timely and accurate manner. This role will also manage schedules and coordinate for Family Services team to identify solutions to improve family and staff experience. The Assistant Director of Family Services is required to regularly visit the three family resource centers weekly to ensure processes are working well and the staff is appropriately equipped.Essential Duties and Responsibilities
- Ensures the operational needs of the Family Services Team are met
- Manages overall staff plan for ensuring centers have adequate daily coverage and are appropriately staffed for peak enrollment periods; this role will also manage temporary staff added to support the team’s needs throughout the year;
- Guides Student Enrollment Coordinators in ensuring appropriate staffing exists by monitoring, tracking, scheduling staff vacation, sick days, and callouts, and providing coverage at centers as needed because of callouts, vacation, and heavy traffic times;
- Serves as the primary point of contact for Family Services team identifying challenges and troubleshooting solutions;
- Manages inventory, supply orders, and organization for the centers; communicates inventory needs to the procurement department and secures necessary supplies for the family resource centers;
- Maintains and manages the relationship with each facility’s administration and ensures FRC procedures, and schedules are aligned with the facility’s requirements, and communicates needed repairs at centers;
- Assists with operational and on-site support during events where enrollment support is needed, including assistance with staffing, set up, breakdown, supply acquisition, and logistics.
- Ensures consistent implementation policies and procedures across team
- Ensures enrollment processes and policies are being implemented uniformly at all centers and virtual support;
- Maintains up-to-date knowledge of enrollment policy for both K-12 and Early Childhood and procedures that impacts the team;
- Establishes and maintains each Family Resource Center as a welcoming and inviting space by ensuring that it is organized, clean, and includes up to date resources; including STEM learning materials and literacy for families.
- Ensures appropriate training, support, onboarding, and development of staff
- Develop new onboarding materials for Student Enrollment Coordinator;
- Provides onboarding and training timeline for new hires;
- Conducts regular bi-weekly check-ins and monthly staff meetings with Family Services team to ensure areas of concern are addressed using provided check in agenda.
- Ensures the completion of shared responsibilities across teams
- Manages the daily voicemails process to ensure callbacks are made according to our service level expectations;
- Manages the process for responding to the OneApp inbox, voicemails, and supports by providing responses during heavier traffic times;
- Ensures student data is disposed of properly at each center after each enrollment cycle; and
- Performs other duties as required.
- Ensures weekly data is collected for reporting
- Manages oversight of daily trackers for reporting;
- Conducts year over year data review;
- Monitors tracking of daily and weekly traffic within the centers;
- Monitors and provides feedback on accuracy of early childhood verifications;
- Performs other duties as required.
Educational Background
• Associate’s Degree required; Bachelor's Degree preferred.
• Bilingual highly preferred (Spanish Speaker).
• Minimum of five years of experience working with students and families.
• Minimum of five years of experience leading teams and directly supervising.
• Minimum of five years of experience working with students and families.
• Minimum of five years of experience leading teams and directly supervising.
Other Knowledge, Skills, and Abilities
- Proficiency in Salesforce and Avela platforms.
- Proficiency in Microsoft’s Office Suite: Excel, Word, PowerPoint, and Outlook.
- Strong time management and organizational skills.
- Strong customer service skills.
- Mediation strategies/skills and analytical/critical thinking and problem-solving skills.
- Flexibility and comfort working in a fast-paced, changing environment.
Salary Offers
Our salary offers reflect a commitment to equity and transparency. Each offer is determined by education, years of experience, and alignment with compensation across similar roles within the district.
Work Environment
Listed below are key points regarding environmental demands and the work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) part of the workday;
- Required to exert physical effort in handling objects more than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is an office/school setting.
Performance Evaluation
The employee will be evaluated based on the above position using either two methods: via COMPASS/LEADS or a NOLA-PS evaluating instrument. If the employee holds an Educational Leadership certification, he/she will be evaluated via COMPASS/LEADS to ensure renewal of certification.
EEOC Statement
NOLA Public Schools is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status.