Job Summary: This position will provide leadership, coordination and vision in the college-wide Welcome Centers to knowledgably assist and continually support, HACC’s students with each of the various steps and processes experienced throughout the student lifecycle and beyond. This position ensures excellence in walk-in, phone, and virtual environments by cultivating an atmosphere of student success focused service and safeguards institutional compliance and security. This position optimizes effectiveness by contributing positively to all points of One Stop contact effectively assisting students toward progression and completion. 

Minimum Qualifications:

Master's Degree and 5 years experience, including 3 years of supervisory/management experience.*Or a combination of experience and education sufficient to successfully perform the essential duties of the job.

Licensing Requirements: Valid driver's license.

Please note that this position is required to comply with PA Act 15. You will need to present completed clearances and training certificates at the time of hire. Please visit https://www.hacc.edu/HumanResources/NewHire/index.cfm(and scroll to PA Act 15 Clearances) for more information.

Hiring Range: $61,173 - $77,996

Preferred Qualifications: Experience with Banner
Experience with student enrollment and registration
Experience in a high-volume customer service environment with multiple modalities of service (phone, online, in-person)

Job Specific Task List:

• Provide leadership and management to the college-wide Welcome Centers ensuring a high quality first impression of the college by providing a welcoming, supportive and encouraging atmosphere for each individual seeking assistance demonstrating sound knowledge, advocacy, and professional judgment to address inquiries related to admissions, advising, billing/cashiering, financial aid, records and registration, and other student account related inquiries.
• Hire, train, develop, motivate, supervise and evaluate staff consistent with organizational and strategic goals; oversee operations and workflow management of the Welcome Centers, ensures adequate staffing levels to meet customer service expectations; conduct process analysis through evaluation of work processes and customer satisfaction levels and implement improvements.
• Ensure the creation and successful implementation of policies, procedures, and activities related to the college One Stop Services, consistent with HACC's overall mission and strategic plans; identify and resolve problems; ensure consistent application of rules and regulations, and handle complex and high-level complaints or issues consulting with other college leadership as necessary.
• Develop, manage, collect and analyze key performance indicators, and produces statistical reports on individual and organizational performance/trends bases on transactions (in-person, online, email, phone, etc.)
• Build and maintain effective communication and relationships with staff and academic leaders; including global education, health careers, non-credit, and College leaders.
• Develop, implement and maintains initiatives/programs to identify historic trends, staffing needs, impact on resources and future forecast trends
• Represent the Welcome Center and act as a liaison to departments, sharing information and updates via presentations and trainings; work directly with college departments to ensure compliance and legal responsibilities are met; assists with College-wide initiatives and projects which support the College’s strategic enrollment goals.
• Lead outreach to prospective and current students in support of the College’s comprehensive strategic plan to recruit, retain, and serve a vibrant and diverse student body; monitor communication channels to ensure inquiries and requests are addressed in a timely manner.
• Develop a budget and prudently manages finances throughout the fiscal year, adhering to state, federal, and HACC fiscal policies and procedures, direct the preparation of departmental budgets, financial reports, and grant-related budgets; monitor revenues and expenditures for best use of resources.
• Develop expertise in the content area; remain current on new and innovative practices in the field; develop and maintain a network with colleagues through professional organizations and other types of professional alliances
• Travel to all HACC locations regularly, conduct regular group and individual meetings with One Stop staff in the college Welcome Centers, and consistently receive feedback from stakeholders to maximize the effectiveness of all One Stop Welcome Center activities.
• Provides educational plan support, including work with the ineligible class list, closing cases, and troubleshooting issues.
• Participates in the No Pay process, including messaging to students.
• Provides leadership of assigned Student Success and Enrollment Management operational plan objectives.
• Serves as an OCA liaison for student success communications and outreach.
• Provides support to the roster check process.
• Provides student support and troubleshooting of enrollment problems. - (Essential)
• Perform other duties as assigned. - (Standard)

Job Type: Full Time 12 Month

If part time, hours per week: N/A

About Us: www.hacc.edu

Our Purpose: Learning for all; learning for life.

Our Diversity Statement: As an institution of higher education, HACC recognizes its responsibility to maintain an environment that affirms the diversity of people and ideas.

HACC embraces, supports, and actively pursues a policy of inclusiveness that reflects and appreciates the diversity of the community it serves and the world in which we live.

The Board of Trustees and the President lead HACC’s commitment to open access to education, diversity, cultural sensitivity, and equal opportunity in employment. This commitment serves to promote a college-wide environment of collegiality, inclusiveness, respect, and cultural competence.

Our Core Values: A Circle of Caring

Caring by Creating Our Future Together

• We work together to shape and build our preferred future.
• We encourage and celebrate creativity and innovation.
• We set high goals and strive to achieve them.
• We strive to provide exceptional service to all who help shape our future.

Caring for Each Other

• We are gateways to student success and opportunity.
• We promote respect, collegiality, diversity and equity-mindedness in all we say and do.
• We nurture awareness and cultural sensitivity to create a climate of trust.
• >We are growth-minded, believing that each of us is capable of learning, developing and growing to support our mission.

Caring by Doing What is Right

• We are honest and hold each other and ourselves to the highest ethical standards.
• We provide the most accurate information available in all communications.
• We are transparent about our decisions as individuals and teams.
• We embrace broad engagement in the shared governance process.