Visitor Experience Counselor

Type of Appointment: Full-Time, Probationary

Collective Bargaining Unit: Academic Professionals of California - Unit 4

Job Classification: Student Services Professional II

Anticipated Hiring Amount: $4,500 - $4,722 per month

Work Hours: Monday – Friday 8:00am-5:00pm

 

 

THE DEPARTMENT

Outreach, Recruitment & Educational Partnerships (OREP) is responsible for outreach and recruitment of prospective domestic undergraduate students and plays a key role in enrollment planning and reporting. OREP is charged with promoting the image of the University, it’s programs and uniqueness; attracting and recruiting a diverse and high achieving pool of applicants; developing relationships and collaborations with campus external and internal constituents; and, providing timely, accurate and comprehensive services to students and campus through point of inquiry and enrollment. OREP is responsible for compliance with federal, state, CSU system and University requirements and the timely and accurate dissemination of information to students, parents, campus constituents, the CSU Chancellor's Office, and the external community. OREP provides dedicated quality outreach and recruitment programs and strategic communication to prospective students, schools and community organizations and the delivery of student services that support recruitment, college readiness, and persistence. Programs include domestic undergraduate outreach, out-of-state recruitment, and campus tour programs. OREP reports to the Presidential Associate for Community Partnerships and Expanding Access in the Office of the President.

 

DUTIES AND RESPONSIBILITIES

Campus Visit Program Coordination and Lead Responsibilities

• Coordinate and implement procedures for the Campus Visit Program, including daily tours, group visits, and the welcome reception area, which is managed by the Director of Undergraduate Admissions.
• Serve as the primary contact for on-campus entities and external agencies for special and group tours.
• Develop and implements communication processes with external tour planners and manage special tour requests. Work with the Visitor Services Assistant to implement communication strategies with external and internal tour planners.
• Provide tour reports, implement post-tour surveys, and analyze data for improvements.
• Oversee the Welcome Center's day-to-day operations, programming, and appearance
• Serve as lead for the Visitor Services Assistant (ASC) providing guidance and direction with daily assignments, tour coordination, student assistant scheduling, and VIP tour requests.
• Liaise with various campus departments, update information guides, and serve as the lead for student assistants.
• Devise program strategies, conduct analyses of student outcomes, and ensure consistency with university branding.
• Perform administrative duties, including recordkeeping, correspondence, and virtual experience creation.

Program Coordination and Development

• Maintain the day-to-day operations of the Welcome Center.
• In coordination with the Visitor Services Assistant, provide guidance regarding the welcome reception area where tasks include greeting and checking-in guests, answering the main office phone, and assisting in responding to the general admission and visitor program email accounts.
• Coordinate programming/presentations for the Welcome Center.
• Maintain and update the University Welcome Center equipment/visual presentation/ appearance in collaboration with campus partners.
• This position also has lead responsibility for student assistants and is responsible for scheduling, training, and daily implementation of group and prospective tours.
• Devise program strategies and implement data collection techniques to achieve predefined program objectives.
• Conduct intricate and thorough analyses of student outcomes, delivering biannual reports featuring analytical data derived from the Campus Tour program.
• Work with OREP leadership and other campus partners to determine tour routes, scripts, and information presentations to ensure consistency with the intended and approved messaging and branding of the University.
• Perform a variety of administrative and clerical support duties, including recordkeeping, fielding telephone calls, receiving, and directing visitors, word processing, and processing information related to various tasks and projects.
• Creating a virtual experience to show what daily life is like on campus.
• Study best practices from the industry to deliver excellent visitor experiences.

Advisory and Consultation

• Maintain Information Desk and Front Desk/Phone station operations for OREP.
• Ensure accuracy of public information and promote CPP to external audiences.
• Schedule prospective student visits, respond to inquiries, and handle complaints with confidentiality and sensitivity.
• Possess strong knowledge of CSU admissions eligibility requirements.
• Provide pre-admissions advising to external audiences who make appointments or walk-in seeking admissions information

Event Facilitation and Support

• Assist in planning and coordinating special projects/events for OREP.
• Provide general administrative support for ad hoc committees under the oversight of the Director of Outreach and Recruitment.

OREP

• Participate in all OREP and divisional staff development, staff meetings, and major staff events to promote the University.
• Conduct testing of systems utilized by OREP (e.g., Cal State Apply application, Slate information/communication system, etc.)
• Adhere to laws and policies established regarding computer data, records, accounting, and personnel by the California State University, Cal Poly Pomona, and OREP to demonstrate sensitivity and appropriate conduct as a university employee.
• Adhere to and advises prospective students properly regarding CSU admission policies.
• Prepares and utilizes outreach reports detailing application, admit, enrollment trends, and analyzes prospective student inquiries to determine yield strategies.
• Performs administrative and programmatic duties as assigned, including providing generalist support at the department service desk and telephones.
• Works extended hours, weekends, and evenings to support OREP programs and services.
• Rotates on a needed basis to perform customer service duties and support the front- facing counter of OREP, as determined by OREP leadership and/or operational need.
• Ensure compliance and maintain the integrity of prospective student, applicant, and student records; staff members are strictly prohibited from making unauthorized changes without explicit HEERA permission.
• Other duties as assigned.

 

QUALIFICATIONS

• Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate course work in counseling techniques, interviewing, and conflict resolution where such are job-related.
• Possession of these knowledge and abilities is typically demonstrated through the equivalent of two years of progressively responsible professional student services work experience. One year in the program area to which assigned may be preferred but is not required.
• A master’s degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one year of experience. A doctorate degree and the appropriate internship or clinical training in counseling or guidance may be substituted for the two years of experience for positions with a major responsibility for professional career or personal counseling.

 

Thorough knowledge of the principles of individual and group behavior. General knowledge of the principles, practices and trends of the Student Services field as well as general knowledge of the policies, procedures, and practices of the program area to which; general knowledge of individual counseling techniques; general knowledge, or the ability to rapidly acquire such knowledge, of the organizational procedures and activities of the specific campus to which the position is assigned. Working knowledge of student services programs outside the program to which immediately assigned. Ability to analyze complex situations accurately and adopt effective courses of action; advise students individually and in groups on complex student-related matters; determine appropriate courses of action and proper techniques to utilize while engaged with individuals in personal interactions of an argumentative or sensitive nature; interpret and evaluate descriptions and explanations of problems brought forward by individuals or student organizations, analyze and define the problem, draw valid conclusions and project consequences of various alternative courses of action; carry out a variety of professionally complex assignments without detailed instructions; and establish and maintain cooperative working relationships with a variety of individuals.

 

Preferred Qualifications

• Excellent verbal and written communication skills.
• Ability to plan, develop, coordinate, supervise and organize programs and activities.
• Ability to analyze complex situations accurately and adopt effective courses of action.
• Ability to complete assignments without detailed instructions.
• Ability to interpret and apply policies and procedures; use judgment and discretion to act when precedents do not exist.
• Ability to work independently and take initiative; resourceful in planning work assignments attention to detail and follow-through; and experience with leading student workers.

 

Equity, Diversity, and Inclusion

At Cal Poly Pomona, we are committed to the urgent and ongoing work of creating and sustaining an inclusive campus where all students, faculty, and staff are welcomed, respected and can flourish to achieve their dreams of success.  We believe diversity strengthens community. Cal Poly Pomona proudly holds designations as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI). In 2022, the campus launched the Black Thriving Initiative recognizing that Cal Poly Pomona’s future as a university must be linked to the success of its Black community. More information about our campus initiatives can be found on the Office of Inclusive Excellence’s website . 

 

Out of State Work

The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU’s mission is to prepare educated, responsible individuals to contribute to California’s schools, economy, culture, and future. As an agency of the State of California, the CSU’s business operations almost exclusively reside within California.   The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to https://calstate.policystat.com/policy/10899725/latest/ .

 

Background Check

Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate’s conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information, go to https://calstate.policystat.com/policy/13813878/latest/ .

 

CSU Classification Salary Range

This position is part of the APC bargaining unit. The CSU Classification Standards for this position are located on the following site: https://www.calstate.edu/csu-system/careers/compensation/Pages/Classification-Standards.aspx . The CSU Salary Schedule is located on the following site: https://www.calstate.edu/csu-system/careers/compensation/Pages/salary-schedule-documents.aspx . The classification salary range for this position according to the respective skill level is: minimum $4,610 and maximum $6,556 per month. Please refer to the anticipated hiring range for the appropriate salary rate for this particular position.

 

Employment Eligibility Verification

Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.  For more information, go to https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

   

Child Abuse/Neglect Reporting Act (CANRA)

The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. See policy at https://calstate.policystat.com/v2/policy/10927154/latest/ .

 

Security & Fire Safety 

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona’s Annual Security Report and Annual Fire Safety Report are available for viewing at: https://www.cpp.edu/pdfs/annual_security_report.pdf and https://www.cpp.edu/housing/documents/fire_safety_report.pdf.

 

Pay Transparency Nondiscrimination

As a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  For more information, see the Pay Transparency Nondiscrimination Provision poster .

 

Reasonable Accommodation

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at [email protected] . For more information, go to Employment Notices .

 

Equal Employment Opportunity

Cal Poly Pomona is an Equal Opportunity Employer, committed to promoting an inclusive and diverse workforce. The university subscribes to all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and veteran or military status.  We engage the talents of all qualified workers, regardless of their background. More information is available at Equal Employment Opportunity statement .

 

Other Notices

For other important employment notices, we invite you to visit Cal Poly Pomona’s Employment Notices web page.