Director of Student Services and Outreach (Enrollment Services Manager 3)
The Penn State Office of Student Aid is seeking to fill the role of Director of Student Services & Outreach. The successful candidate will be responsible for leadership and management in the Office of Student Aid by contributing to the Office of Student Aid strategic planning process, assisting in the development of policies, planning, budget analysis and resource allocation, and the delivery of student financial aid to all constituents.
In addition, this role is responsible to the Executive Director of Student Aid for the overall planning and operational aspects of the Student Services and Outreach unit of the Office of Student Aid on a day-to-day basis. Required to maintain in-depth knowledge of all applicable federal and state regulations and University policies affecting student aid programs.
The Director of Student Services and Outreach is Responsible for:
· Planning, developing, and executing strategic communication and student services functions in fulfillment of U.S. Department of Education requirements for providing student aid consumer information and for the Office of Student Aid goal for delivery of exceptional service to students and families.
· Developing, managing, and implementing communication, outreach, and intake plans for short-term and long-term strategic student aid goals.
· Setting publications policies and managing publication activities, including the writing, editing, designing and publishing of various student aid and enrollment management materials.
· Development and implementation of public and media relations strategies.
· Development and implementation of online communications strategies including the Website, Intranet, targeted broadcast emails, e-newsletters, knowledge base system, LionPATH, social media, and other online services.
· Managing the office’s intake and outreach efforts, including student aid presentations as part of the Accepted Student Program and New Student Orientation.
· Demonstrating a genuine appreciation in working with diverse audiences.
This position also serves as University Editor Representative for the Office of Student Aid, which requires strong organizational, writing, editing, and communication skills, including knowledge of the visual and editorial standards of the University (the Editorial Style Manual, the Web Style Guide, University Policies AD-54 and AD-61, and The Chicago Manual of Style).
This position is also responsible for the oversight of the office’s Automated Call Distribution Center (ACD) telephone system, student response and broadcast email system, Office of Student Aid Website, Office of Student Aid Intranet, Web-based team project management system, relevant online services on LionPATH, CQI data collection, and intake statistics and reports, and is responsible for the supervision of all unit staff including training, professional development, hiring and evaluation.
This role will represent the office at policy and system level discussions to coordinate development of processes and procedures to deliver aid to students and to ensure regulatory compliance and partners with all university offices as needed in support of student services and student success.
In addition, this position is responsible for providing in-take services (student/parent phone calls, responding to email, assisting visitors to the office) to assist students and their families with developing strategies for how they will finance their education at Penn State. Make public presentations about student aid at various on and off-campus events. Responsible for resolving cases referred by other staff and that require special handling or problem solving. All exceptions are subject to audit.
This position will serve as a member of the Office of Student Aid leadership team providing input to overall strategic and budget planning for the office; give advice to the Executive Director for setting office-wide policies and procedures. Actively participate in or lead meetings and committees related to the work of the office. Provide leadership on committees and projects in support of Enrollment Management within other areas of the University.
The work of this position impacts Penn State’s approval to participate in Federal and State Student Aid programs which comprise the majority of the $1.2B in student aid funding at the University which assists over 75,000 students.
This role resides on-site at the University Park Campus.
Education and experience:
Typically requires a Bachelor’s degree or higher plus six years of related experience, or an equivalent combination of education and experience. A Master’s Degree is preferred. Previous training experience is a plus. Requires knowledge of complex federal, state, and University aid regulations, policies, and procedures. Also requires working knowledge of Zoom and Microsoft PowerPoint.
The following background checks must be successfully completed for this position:
This position will require successful completion of standard background checks.
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The Pennsylvania State University is committed to and accountable for advancing diversity, equity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.
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Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
The Pennsylvania State University
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