Manager of Family Services (Interim)

Manager of Family Services (Interim)

The vision of the NOLA Public Schools is that every student receives a high-quality education that fosters their individual capabilities, while ensuring that they thrive, achieve physical and mental wellness, and are prepared for civic, social, and economic success.

Position Summary

The Manager of Family Services (Interim) provides leadership oversight for the Family Services Team. This position ensures a high standard of customer service, effective team development, and consistent adherence to enrollment policies and procedures across Early Childhood and K-12 by providing weekly professional development training. The Interim Manager supports personnel management, professional development, and team culture by providing mentoring and coaching. This role serves as the primary liaison between Student Enrollment Coordinators (SECs) and the Executive Director of Family Services.

Essential Duties and Responsibilities

• Ensures consistent implementation of procedures on the Family Services Team by :
• Providing day-to-day supervision, coaching, and support to Family Services Student Enrollment Coordinators, including Early Childhood Student Enrollment Coordinators.
• Monitoring team performance, setting clear expectations, and addressing performance concerns in collaboration with the Executive Director.
• Fostering a positive, collaborative, and high-performing team culture that prioritizes customer service and accountability.
• Managing staff scheduling, approving time-off requests, and ensuring adequate coverage at Family Resource Centers during peak periods.
• Leading staff check-ins and contributing to department meetings by providing updates on key performance indicators.
• Serving as a role model for professional communication, problem-solving, and customer service engagement.
• Assisting with operational and on-site support during events where enrollment support is needed, including assistance with staffing, set up, breakdown, supply acquisition, and logistics.
• Monitoring enrollment management systems to ensure SECs are communicating and responding according to service level expectations.
• Ensuring appropriate staffing exists by monitoring, tracking, and scheduling staff vacation, sick days, and call-outs, and providing coverage at centers as needed because of call-outs, vacation, and heavy traffic times.
• Maintaining Family Services expectations for phone and virtual calls, emails, tickets / cases, and enrollment systems (Avela, Calendly, Salesforce, Omni-Channel, Microsoft Teams, Zoom).
• Adhering to team / department expectations utilized for current and / or future enrollment implementations.
• Assisting with waitlist calls and managing the completion of waitlist calls during high-volume times.
• Communicating highly effective oral, written, and digital communication expectations to all stakeholders.
• Maintaining up-to-date knowledge of policy and procedures that impact key performance indicators.
• Supporting appropriate training, support, onboarding, and development of staff.
• Assisting in the assembly of the new hire onboarding materials.
• Providing onboarding and follow-up training for Family Services team members.
• Staying informed of policies and procedures impacting Family Services and ensuring consistent implementation.
• Assisting SECs with obtaining a 95-98% success rate on assigned Early Childhood applications verifications based on team expectations and EC local, state, and federal verification categories.
• Providing support to SECs to ensure new processes are being implemented at all centers uniformly.
• Serving as the primary point of contact for (Student Enrollment Coordinators), identifying challenges and troubleshooting solutions. Including serving as an escalation step before the executive director, and making recommendations to the executive director regarding solutions.
• Assisting the Executive Director of Family Services in preparation for check-ins and staff meetings to ensure areas of concern are addressed, including creating check-in agendas and attending weekly check-ins with the Executive Director of Family Services to communicate team performance.
• Performing other duties as required.

Education and Experience

Other Knowledge, Skills or Abilities Required

$50,400 - $78,735 a year. Salaries are determined by educational background and / or relevant years of experience. Work Environment - Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) part of the workday; Required to exert physical effort in handling objects more than 30 pounds rarely; Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals) rarely; Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely; Normal setting for this job is an office / school setting. Performance Evaluation - The employee will be evaluated based on the above position using either two methods : via COMPASS or a NOLA-PS evaluating instrument. If the employee holds an Educational Leadership certification, he / she will be evaluated via COMPASS to ensure renewal of certification. EEOC Statement - NOLA Public Schools is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status.