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Director of the One Stop

Finger Lakes Community College

Job Description

Director of the One Stop

Full Job Description

Job Type: Full-time


A.Educational Background: Minimum of a Master's Degree in student personnel services, student development, education, or a related field required.

B. Experience: Minimum of seven years’ full-time experience in higher education with increasing levels of responsibility, including three years’ experience at a supervisory level. Knowledge of and experience in delivering student and enrollment services preferred. Knowledge of service-oriented organizations and experience with computerized student information systems, preferably Ellucian Colleague, required. Computer skills required include Word and spreadsheet software (Excel). Demonstrated data analysis and reporting skills required. Demonstrated performance in developing and managing a high performance team.

C. Special Skills: Strong interpersonal, problem-solving, and communication skills required to effectively manage and motivate staff. Strong organizational skills required with the ability to prioritize multiple demands and tasks. Ability to build collaborative relationships with students, faculty, staff, and other College stakeholders. Ability to maintain a flexible work schedule to accommodate evening and weekend service demands.

General Functions:
The One Stop Center Director is responsible for providing leadership, direction, and administrative oversight of a comprehensive enrollment services center for students which includes a call center. The Director is responsible for coordinating services provided by the center with the respective directors in the following functional areas: Academic Advisement, Career, and Transfer Services; Admissions; Student Accounts; Financial Aid; and Student Records. The position works collaboratively with the represented offices to ensure a centralized, customer-focused, and efficient enrollment services system which includes self-service options. The position fosters professional relationships and works collaboratively with the represented offices and other divisions where strategic initiatives require a partnership. The Director works collaboratively with the Campus Centers to provide seamless One Stop Services to all campus locations.

Essential Functions:
A. Supervision & Leadership

  • Oversee the development and implementation of the One Stop Center, including establishing measurable goals and plans for continuous improvement in collaboration with the directors of the represented offices.
  • Direct the daily activities of the One Stop Center, including coordinating work schedules and assignments.
  • Develop and implement ongoing staff training to facilitate professional development, job enlargement, and team building.
  • Develop and implement annual performance goals for One Stop Center staff at the main campus and campus centers based on the Strategic Plan and Enrollment Management Plan.
  • Maintain a strong professional relationship/partnership with the represented offices and campus centers.
  • Plan, develop, implement, evaluate, and improve existing or proposed components/services of the One Stop Center.
  • Develop, implement, and monitor systems, policies, and procedures necessary to ensure efficient, effective operations of the One Stop Center.
  • Participate in the development of the annual operational plan for the Division of Enrollment Management.

B. Daily Oversight of the One Stop Center:

  • Supervises and provides performance feedback to the Canandaigua Campus One Stop Specialists.
  • Establishes, coordinates and maintains counter and phone rotation schedules, including evening, special event and peak enrollment coverage schedules.
  • Maintains procedural documentation for all One Stop Center functions and procedures.
  • Works collaboratively with the college’s webmaster to update and maintain the One- Stop Center’s web presence.
  • Coordinates communications to students/prospective students originating from other enrollment offices to ensure that phone, email, text and in-person traffic is at a manageable level.
  • Coordinates and oversees communications with students that emanate from the One- Stop Center regarding registration, financial aid, meeting payment/Certificate of residence requirements, and the Admissions/Enrollment process.
  • Coordinates the re-matriculation process that comes through the One Stop Center.
  • Coordinates ongoing training for on-campus and campus center One Stop Specialists
  • Work collaboratively with other enrollment services offices to coordinate the completion of cross-functional activities and projects.
  • Oversees the set-up and maintenance of the center’s special contact center software for phones and inter-office communication.
  • Coordinates the One Stop Center’s document imaging efforts.

C. Oversight of Campus Center One Stop Specialists:

  • In conjunction with each campus center Assistant Director, establishes, coordinates and maintains phone, email, chat, and special event coverage for campus center One Stop Specialists.
  • In conjunction with each campus center Assistant Director, coordinates the completion of other tasks to be completed by campus center One Stop Specialists.
  • Coordinates timely communication and training with campus center One Stop Specialists to ensure that campus center students receive exceptional service.

D. Budget Management:

  • Develop the One Stop Center and Student Records Office annual operating budgets in support of the division’s master plan, implement tactical plans to support the budget, and assess program outcomes.

E. Other Functions:

  • Supervises and hires One Stop Center student workers.
  • Responsible for determining coursework eligibility for financial aid and for communicating with students regarding coursework that is outside of their degree program.
  • Serve on the Strategic Enrollment Planning Steering Committee.
  • Represent the One Stop Center on college-wide committees and task forces.
  • Perform other duties as assigned by the Associate Vice President of Enrollment Management.

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