Assistant Director of Student and Family Services

NOLA Public Schools • New Orleans, LA

2d • Onsite

About The Position

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.

Requirements

• Associate’s Degree required
• 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
• 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

Nice To Haves

• Bachelor's Degree preferred

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree