Student Welcome Center Counselor II - Student Assignment Office (2026-27)

Oakland Unified School District•Oakland, CA

2d•Hybrid

About The Position

Under the leadership of an assigned supervisor, the Student Welcome Center Counselor II will provide exceptional customer service to parents and guardians in Oakland who are seeking to enroll their student(s) in an OUSD school. This role will effectively manage multiple systems to support families in a seamless enrollment process, support school site staff with building and maintaining a healthy enrollment, and lead initiatives that drive towards an enrollment system that prioritizes equitable access to high-quality schools for all families.

Requirements

Bachelor Degree or its equivalency required (2 years of similar and relevant work level experience = 1 year of college) plus courses in operations management, communication, or related courses. A combination of experience and education may be used to meet the Bachelor Degree requirement; however, the work experience years used to qualify for the Bachelor Degree requirement cannot be used to meet the work requirement.
Three (3) or more years experience in fast-paced customer service setting
Knowledge of public education operational philosophies
Valid California Driver’s License, if applicable
Fingerprints, tuberculosis and/or other employment clearance
Consistent mental alertness
Sitting or standing for extended periods of time
Lifting, carrying, pushing, and pulling objects up to 30 pounds, occasionally 30+ pounds
Bending and twisting at the waist, reaching overhead, above the shoulders and horizontally
Dexterity of both hands and fingers while performing duties
Seeing to read, write and use the computer
Hearing and speaking to exchange information, in person or on the telephone, and make presentations
District enrollment policies (preferred)
Aeries student information system (preferred)
Diversity, sensitivity, and competence with regard to issues of race, learning or other ability, ethnicity, culture, religion, gender, socio-economic group, sexuality or other orientations or cultural markers
Presentation, communication, and public speaking techniques
Google suite
Perform a variety of complex, technical duties involving specialized knowledge and independent judgment
Understand and interpret District and other rules, policies and procedures
Quickly learn and become proficient with new software systems
Adapt to changes in policies and practices
Demonstrate customer-centric mindset
Show proven skills in exceeding customer expectations
Demonstrate cultural competence and sensitivity with diverse groups across lines of race, ethnicity, religion, gender, socio-economic group, sexual orientation, and other identifiers
Establish and maintain effective communications and working relationships among diverse groups of students, parents, District staff, and the community
Complete work accurately and as directed with many interruptions
Organize and manage multiple streams of work
Pay close attention to details
Manage time effectively
Demonstrate a continuous improvement mindset
Demonstrate effective written and verbal communication skills, including content communication, conciseness, grammar and usage
Work effectively under pressure

Nice To Haves

Bilingual in Spanish, Vietnamese, Chinese, Arabic, or Mam preferred, but not required

Responsibilities

Serve as a primary customer service point-of-contact for parents/guardians who are selecting and/or enrolling in an OUSD-managed public school, providing support in-person, over the phone, or via email.
Inform families of school options, help families select a school in an unbiased way, assist families with navigating multiple enrollment timelines and/or processes, and follow-up with parents to ensure their child has the best chance of being assigned to the school of their choice.
Efficiently and effectively toggle between multiple software systems to enroll students, including the student information system (Aeries), online application portal (SchoolMint), State database (CALPADS), customer service ticketing platform, customer scheduling platform, and Google Suite.
Collect required student documentation from parents, reviewing for completeness and accuracy.
Serve as the subject-matter-expert for all things related to choosing a public school in Oakland, including in-depth knowledge of OUSD’s application and enrollment processes.
Generate written content for OUSD’s knowledge management database that is clear, timely, and accurate for families and other staff members.
Design and implement special initiatives related to equitable enrollment access, such as developing outreach campaigns or building data tracking systems.
Provide Quality Assurance support for online software systems by rigorously developing and testing use cases.
Follow up directly with families, school sites, and/or other OUSD offices to ensure that families successfully complete the enrollment process in a timely manner.
Conduct address investigations as necessary.
Serve as the enrollment point person for a subset of school sites, leading trainings for staff, answering enrollment-related questions, and monitoring enrollment throughout the year.
Provide exceptional and personal customer service in a courteous and professional manner at all times.
Communicate effectively with other team members and school personnel about the availability of seats and other relevant topics.
Conduct English assessments of students in listening, speaking, reading and writing to identify English Language Learners.
Surface potential process improvements to continuously move towards a more equitable enrollment system that is transparent and accessible to all families.
Lead meetings with school communities, partner community organizations, and other groups to help individuals understand and navigate the enrollment process.
Maintain both the integrity and confidentiality of all data.
Perform other related duties as required.