Reporting to the Director of Graduate Enrollment Management (GEM), the Graduate Enrollment Communications Counselor Lead performs multiple essential functions, including implementation of a communication plan for prospective students through enrollment and works collaboratively with other units across Enrollment Management and Academic Affairs programs and units to collect, synthesize, and deliver a variety of interdependent communications via the GEM Communication Counselor team in support of recruiting, admitting, enrolling, and retaining students in the university. The GEM Communication Counselor Lead will support recruitment, enrollment, and retaining graduate students to the university by performing tasks related to the functional and technical communication cycle, which includes working with students from pre-application to enrollment, as well as, provide work lead direction to the GEM Communication Counselor team. This position counsels and advises prospective graduate students and applicants on enrollment requirements by providing accurate and timely information via the phone, email, messaging, social media, and other technology such as chat sessions, chat bot, CRM, virtual advising, information sessions, and drop-in sessions to help students better understand the application and enrollment processes. In addition, they will coordinate and represent SJSU at graduate recruitment and yield activities, workshops, and events.
Working under minimal supervision, the incumbent is primarily responsible for maintaining high-level knowledge regarding a communication system that attracts, recruits, and enrolls academically qualified, culturally diverse, and socially conscious populations of graduate students to ensure enrollment goals are met. As a representative of San Jose State University, this position maintains expertise on application and enrollment processes, regulations, and requirements for both domestic and international populations to facilitate students’ decisions to apply and attend SJSU. The GEM Communication Counselor Lead will develop and maintain accurate and transparent documentation of the communication process and workflow in order to maintain levels of productivity and quality of counseling, as well as train GEM Communication Counselors. The objective in all interactions is to provide excellent customer service, accurate information regarding policies and procedures, and actively collaborate to establish cordial and collegial relationships with other university staff, graduate program coordinators, and those contacting the Graduate Enrollment Management office.
- Graduate Enrollment Communication and Technology
- Graduate Enrollment Counseling and Advising
- Graduate Enrollment Recruitment Activities, Planning, and Travel
Knowledge, Skills & Abilities
- Ability to advise prospective students, applicants, newly admitted students, college staff, and other partners individually and in group settings on complex related matters
- Ability to determine courses of action and proper techniques to utilize while engaged with individuals in personal interactions
- Must be able to interact with a variety of internal partners from Academic and Student Affairs to the Office of the President, communicating effectively and professionally; as well as colleagues, the university community, and the public
- Ability to interpret and apply program rules and regulations; Ability to rapidly acquire a general knowledge of the overall operation, functions and programs of the campus
- Ability to identify conflict, problem solve, and resolve student problems and concerns in the most efficient manner possible
- Ability to use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements
- Knowledge of technology and software applications such as: word processing, spreadsheet, database management, and communication tools. Ability to learn student administration PeopleSoft, Filemaker, OnBase, CRM, etc. programs.
- Ability to learn, implement and adapt to new technology and virtual platforms for communication, recruitment, and yield purposes
- Ability to recognize patterns in student inquiries and communicate those patterns to management
- Working knowledge of document types such as transcripts, forms, and test scores
- Ability to analyze priorities to effectively assign work tasks across team members
- Ability to develop and implement procedures to ensure accurate audience identification associated with the administration of a complex communication plan
- Ability to identify appropriate audiences for a specific communication and effectively prioritize elements of the Graduate Enrollment Management Communication Plan
- Equivalent to graduation from a four-year college or university in a related field plus upper division or graduate coursework in counseling techniques, interviewing and conflict resolution where such are job related
- Four years of progressively responsible professional student services work experience which includes experience in advising students individually and in groups, and in analysis and resolution of complex student services problems; A master’s degree in Counseling, Clinical Psychology, Social Work or a job‑related field may be substituted for one year of professional experience; A doctorate degree and the appropriate internship or clinical training in counseling, guidance or a job‑related field may be substituted for two years of the required professional experience for positions with a major responsibility for professional, personal or career counseling
- Bachelor’s or Master’s level degree in higher education, counseling or similar field
- One to two years of supervising or directing work flow of student staff/staff
- Experience in training individuals and groups
- Demonstrated experience working in a higher education enrollment management environment, preferably experience working with graduate applicants/students providing education advising and enrollment counseling
- Demonstrated work experience in communicating admissions and or student services policies and procedures to prospective graduate student and university constituents
- Demonstrated excellent written and oral communication skills
- Demonstrated knowledge of PeopleSoft, and customer service-based technology systems or ability to learn or be trained in a broad range of technology systems
Classification: Student Service Professional IV
Anticipated Hiring Range: $6,221/month - $6,800/month
CSU Salary Range: $5,732/month - $8,176/month
San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.
Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:
- Letter of Interest
All applicants must apply within the specified application period: December 23,2022 through January 5, 2022. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.
CSU Vaccination Policy
The CSU requires faculty, staff, and students who are accessing campus facilities to be fully vaccinated against the COVID-19 virus (including all booster doses of an approved vaccine for which an individual is eligible per current CDC recommendations) or declare a medical or religious exemption from doing so. As a condition of employment, any candidates advanced in a currently open search process should be prepared to comply with this requirement as well as with other safety measures established on the campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to email@example.com.
Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.
The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.
SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)
All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.
Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification:
Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at firstname.lastname@example.org.
Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf. The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at email@example.com.
Equal Employment Statement
San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).