Orleans Parish School Board · 3 months ago
Manager of Family Services (Interim)
New Orleans, LA
Full-time
Onsite
Mid Level
$50K/yr - $79K/yr
3+ years expNOLA Public Schools is dedicated to providing a high-quality education for every student, ensuring their overall well-being and success. The Manager of Family Services (Interim) oversees the Family Services Team, focusing on customer service, team development, and adherence to enrollment policies. This role involves mentoring staff, managing performance, and acting as a liaison between Student Enrollment Coordinators and the Executive Director of Family Services.
Primary/Secondary Education
Responsibilities
Provide day-to-day supervision, coaching, and support to Family Services Student Enrollment Coordinators, including Early Childhood Student Enrollment Coordinators
Monitor team performance, set clear expectations, and address performance concerns in collaboration with the Executive Director
Foster a positive, collaborative, and high-performing team culture that prioritizes customer service and accountability
Manage staff scheduling, approve time-off requests, and ensure adequate coverage at Family Resource Centers during peak periods
Lead staff check-ins and contribute to department meetings by providing updates on key performance indicators
Serve as a role model for professional communication, problem-solving, and customer service engagement
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
Monitors enrollment management systems to ensure SECs are communicating and responding according to service level expectations
Ensures appropriate staffing exists by monitoring, tracking, and scheduling staff vacation, sick days, and call-outs, and providing coverage at centers as needed because of call-outs, vacation, and heavy traffic times
Maintain Family Services expectations for phone and virtual calls, emails, tickets/cases, and enrollment systems (Avela, Calendly, Salesforce, Omni-Channel, Microsoft Teams, Zoom)
Adhere to team/department expectations utilized for current and/or future enrollment implementations
Assists with waitlist calls and manages the completion of waitlist calls during high-volume times
Communicate highly effective oral, written, and digital communication expectations to all stakeholders
Maintains up-to-date knowledge of policy and procedures that impact key performance indicators
Supports appropriate training, support, onboarding, and development of staff
Assists in the assembly of the new hire onboarding materials
Provides onboarding and follow-up training for Family Services team members
Stay informed of policies and procedures impacting Family Services and ensure consistent implementation
Assists SECs with obtaining a 95-98% success rate on assigned Early Childhood applications verifications based on team expectations and EC local, state, and federal verification categories
Provide support to SECs to ensure new processes are being implemented at all centers uniformly
Serves as the primary point of contact for (Student Enrollment Coordinators), identifying challenges and troubleshooting solutions. Including serving as an escalation step before the executive director, and making recommendations to the executive director regarding solutions
Assists the Executive Director of Family Services in preparation for check-ins and staff meetings to ensure areas of concern are addressed, including creating check-in agendas and attending weekly check-ins with the Executive Director of Family Services to communicate team performance
Performs other duties as required
Qualification
Required
3 years of customer service experience required
College degree required; bachelor's degree in education, social services, business administration, or related field (preferred)
2 or more years of experience in personnel management, staff supervision, or team leadership
Strong communication and interpersonal skills, with the ability to interact effectively with families, staff, and external partners
Ability to analyze and use data sets, key performance indicators, and enrollment systems for decision-making
Proficiency with technology tools, including Salesforce, Microsoft Office Suite, and virtual meeting platforms
Experience in education and/or enrollment services (preferred)
Experience in customer service
Flexibility and comfort working in a fast-paced, changing environment
Preferred
College degree preferred; bachelor's degree in education, social services, business administration, or related field
Experience in education and/or enrollment services
Bilingual skills highly preferred
Experience working with students and families preferred
Mediation strategies/skills and analytical/critical thinking and problem-solving skills
Company
Orleans Parish School Board
OUR MISSION: Every student receives a high quality education that fosters his or her individual capabilities, while ensuring that they thrive and are prepared for civic, social, and economic success.
201-500 employees
H1B Sponsorship
Orleans Parish School Board has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Stan Smith
Chief Financial Officer - Retired
Benjamin Springgate
Medical Advisor, Chief Health Officer
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