Job Summary

The Communications Counselor Lead performs multiple essential functions including implementation of the applicant communication plan under the supervision of the Associate Director of Communication, Enrollment Management Technical Implementation and Communication (EMTIC), and works collaboratively with other units in Enrollment Management to create, collect, synthesize, and deliver a variety of interdependent communication messages via the communications counselors in support of recruiting, admitting, enrolling and retaining students to the university. This incumbent collaborates directly with colleagues in Enrollment Management, SJSUOnline, and Professional and Global Engagement for recruitment and yield of applicants. The incumbent performs tasks related to the functional and technical aspects of the communication plan related to Student Recruitment, Admissions, Evaluation and Enrollment Management functions. This position provides primary leadership and knowledge regarding communication methods, such as phones, email, text, mass messaging, social media, Chatbot, and other technology such as virtual advising and CRMs. The Communications Counselor Lead collaborates with Enrollment Management units and University constituents to implement shared business processes and meet deadlines. Working under minimal supervision, the incumbent is responsible for maintaining a high level of knowledge regarding communication systems that attract, recruit, and enroll academically qualified, culturally diverse, and socially conscious populations of undergraduate and graduate students. In particular, the Communications Counselor Lead maintains expertise on processes associated with both domestic and international/non-resident admission and enrollment. As a representative for San Jose State University, this incumbent maintains a high level of expertise in requirements, processes, and regulations to facilitate quality customer service and advising in supporting students’ decisions to apply and attend SJSU. The Communications Counselor Lead will develop and maintain accurate and transparent documentation of the communication process and workflow in order to maintain levels of productivity, quality of counseling for prospective students and information shared relative to the admission process for both domestic and international/non-resident graduate and undergraduate students.

Key Responsibilities

• Provides work lead direction to a team of Student Services Professionals on the Communications Team
• Coordinates, instructs, guides, checks and corrects the work of others in order to maintain levels of productivity, quality and quantity
• Communicates instructions from manager/director according to a logical progression of work or follows a prepared schedule or protocol
• Provides input for performance reviews and operational issues
• Develops, implements and maintains training programs for the Communication Counselors including creation and maintenance of documentation related to the job functions of this unit
• In collaboration with Associate Director, develops, implements and assesses a communication plan for international and resident applicants. Serves as primary administrator of MySJSU, text, and email messaging. Provides strategic and functional support for the implementation and maintenance of communication platforms including but not limited to CRM tools, Social Media Platforms, Chatbot, MySJSU and SJSUOne
• Ensures an effective communication process (from recruitment to enrollment) to prospective students and their families and supports the yield process and activities for admitted students
• Maintains expert knowledge of Enrollment Management programs and services with particular expertise in information related to the needs of international students. Keeps current and interprets California State University (CSU) and SJSU policies, procedures and office practices, by participating in training and working meetings on a regular basis
• Explains the admission process from point of application to My SJSU account activation to the point of enrollment including processes specific to international applicants. Reliably and accurately communicates this process using a variety of media to students, parents, and campus community members

Knowledge, Skills & Abilities

• Ability to communicate with constituents in a professional and respectful manner
• 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
• Must possess excellent oral and written communication skills. Must possess excellent customer service and public relations skills
• Advanced knowledge of methods, procedures, practices and activities of the program area
• Ability to maintain confidentiality and appropriately handle sensitive communications with students, parents, employees and external agencies
• Ability to identify conflict, problem solve, and resolve student problems and concerns in the most efficient manner possible
• Excellent and thorough knowledge of English grammar, business writing, punctuation and spelling
• Ability to use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements
• Ability to analyze and define complex organizational, policy or procedural problems, collect and evaluate data, draw valid conclusions and project consequences of various alternative courses of action
• Ability to analyze priorities to effectively assign work tasks across a team of team members
• Ability to develop and implement procedures to ensure accurate audience identification associated with the administration of a complex communication plan
• Working knowledge of technology and software applications such as: word processing, spreadsheet, database management, and communication tools
• Ability to identify appropriate audience for a specific communication
• Ability to effectively prioritize elements of the Enrollment Services Communication Plan
• Ability to develop content for communication plan elements in collaboration with colleagues from within the department and across campus

Required Qualifications

• Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate coursework in counseling techniques, interviewing, and conflict resolution where such are job-related
• Three (3) years of progressively responsible professional student services work experience. A master’s degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one (1) year of experience. A doctorate degree and the appropriate internship or clinical training in counseling or guidance may be substituted for the three (3) years of experience for positions with a major responsibility for professional career or personal counseling

Preferred Qualifications

• Master’s Degree in higher education or similar field
• One (1) to two (2) years of supervising or directing work flow of student staff
• Experience in training groups

Compensation

Classification: Student Service Professional IV
Anticipated Hiring Range: $6,019/month - $6,580/month
CSU Salary Range: $6,019/month - $8,585/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.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

• Resume
• Letter of Interest

All applicants must apply within the specified application period: August 16, 2024 through September 1, 2024. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel
jobs@sjsu.edu
408-924-2252

CSU Vaccination Policy

The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to jobs@sjsu.edu.

Additional Information

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 clerycompliance@sjsu.edu.

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 uhs-frontdesk@sjsu.edu.

Campus Security Authority - In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and CSU systemwide policy, this position is subject to ongoing review for designation as a Campus Security Authority. Individuals that are designated as Campus Security Authorities are required to immediately report Clery incidents to the institution and complete Clery Act training as determined by the university Clery Director.

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).