Family Welcome Center Enrollment Representative

Title: Family Welcome Center Enrollment Representative

Pay Rate: $21.00/hr. on W2 

Shift Timing (Day/ Evening/ Night): day 8:00 AM – 4:00 PM (subject to change; final reporting hours confirmed upon hire)

Shift Hours : 40hrs./week

Duration: 5+ months

Summary:

• Spanish-speaking candidates preferred -As needed.
• In an effort to increase enrollment in NYC public schools post-COVID-19 pandemic, the Client is committed to providing outreach, tools, resources, and the most up-to-date information to families through various channels.
• These include the P311 call center, the in-house Outreach team, and Family Welcome Centers (FWCs) across the five boroughs.
• The Client believes that a thoughtful marketing campaign will help families access the necessary resources to make informed decisions about education. This initiative aims to encourage families to return to Client schools and attract new families by promoting the benefits of high-quality, free public education.
• The Office of Student Enrollment (OSE) is a fast-paced and multifaceted organization that manages admissions, enrollment, and transfers for students from 3K, Pre-K, Kindergarten through Grade 12 (excluding charter schools). OSE supports Client priorities by designing and implementing admissions policies and childcare eligibility processes that ensure equitable access to high-quality education.
• The Family Welcome Center Enrollment Representative is an integral member of the FWC team, providing excellent customer service and assisting families with enrollment and admissions-related matters.
• This role involves handling complex situations, triaging requests, and supporting outreach initiatives aimed at increasing enrollment.
   

Reports To:

• Family Welcome Center Supervisor.
  Direct Reports.
  N/A.
  Key Relationships.
  Works with:
  Families.
  Family Welcome Center staff.
  School-based staff.
  Other Client offices.
  School communities.
  Community-based organizations and agencies.
   

Responsibilities:

• Respond to calls and inquiries from families by scheduling appointments and completing assistance requests, including follow-ups and documentation in FWC systems
• Assist with placing students on school registers under the direction of FWC Supervisors
• Conduct targeted robocalls to increase enrollment and provide resources to families
• Collect family contact information and identify preferred communication methods and home languages
• Support admissions teams during virtual and in-person enrollment events
• Serve as a reliable resource for families by providing accurate, timely information regarding admissions
• Deliver excellent customer service in all interactions with families
• Assist in outreach efforts, including preparation and delivery of presentations and information sessions to community groups and organizations
• Participate in enrollment events, workshops, and information sessions
• Collaborate with the communications team to design and distribute outreach materials
  Input and manage data in Client systems such as ATS, Service Cloud, and MySchools
• Ensure compliance with Chancellor's Regulations A101 while maintaining the highest ethical standards
   

Minimum Requirements:

• A bachelor's degree from an accredited college and at least two (2) years of experience in community work or related activities; OR High school diploma (or equivalent) with at least six (6) years of relevant experience; OR Equivalent combination of education and experience, with a minimum of one (1) year in relevant community work
   

Preferred Qualifications:

• Experience working within the Client or an educational setting.
• Ability to perform effectively in a fast-paced, time-sensitive environment.
• Willingness to travel across various Family Welcome Center locations.
• Strong commitment to customer service excellence.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Office 365, Teams)
• Strong interpersonal and organizational skills.
   

Bilingual proficiency in Spanish, Chinese (Cantonese or Mandarin), or other languages such as:

• Arabic.
• Bengali.
• French.
• Haitian Creole.
• Korean.
• Russian.
• Urdu.
• Strong record of attendance and punctuality.

• Respond to calls and inquiries from families by scheduling appointments and completing assistance requests, including follow-ups and documentation in FWC systems
• Assist with placing students on school registers under the direction of FWC Supervisors
• Conduct targeted robocalls to increase enrollment and provide resources to families
• Collect family contact information and identify preferred communication methods and home languages
• Support admissions teams during virtual and in-person enrollment events
• Serve as a reliable resource for families by providing accurate, timely information regarding admissions
• Deliver excellent customer service in all interactions with families
• Assist in outreach efforts, including preparation and delivery of presentations and information sessions to community groups and organizations
• Participate in enrollment events, workshops, and information sessions
• Collaborate with the communications team to design and distribute outreach materials
  Input and manage data in Client systems such as ATS, Service Cloud, and MySchools
• Ensure compliance with Chancellor's Regulations A101 while maintaining the highest ethical standards