Family Services Operations Assistant
New Orleans, LA
Enrollment & Family Services - Central Office – Enrollment & Family Services /
Full-time /
On-site
NOLA Public Schools Vision
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 Family Services Operations Assistant supports the daily operations of the Family Services team, ensuring efficient and accurate execution of communications, data management, logistics, and customer support functions. This role provides back-end operational support for Family Resource Centers and Student Enrollment Coordinators, assists with family inquiries through multiple channels (phone, email, text, and help desk ticketing), maintains the team's professional learning website and other technologies, and provides high-quality service to families navigating the unified enrollment system for both early childhood and K-12 education.
Essential Duties and Responsibilities
- Provides students and families with objective, informed information regarding citywide school choice
- Communicate daily with families utilizing voice and calls, emails, tickets/cases, and enrollment systems (Avela, Calendly, Salesforce, Omni-Channel, Microsoft Teams, Zoom);
- Provides exemplary customer service, answering incoming calls and emails promptly
- Maintains conscientious stakeholder data using SalesForce, Avela, and other technologies in alignment with district standards and State and local student privacy laws.
- Coordinate with district departments to resolve customer issues and ensure a smooth enrollment experience for families.
- Provides data and logistical operational support to the Family Services team, ensuring smooth coordination of data, logistics, and communication.
- Manages and completes special projects related to Early Childhood, K-12, and Family Services enrollment requests.
- Ability to analyze and interpret data sets to inform decision-making and improve service delivery.
- Experience tracking and reporting on key performance indicators (KPIs) to measure program effectiveness.
- Skilled in using data to identify trends, evaluate outcomes, and support continuous improvement.
- Provides administrative support to the Executive Director of Family Services and assists the Manager of Family Services with operational needs.
- Internalizes and implements all district guidelines about enrollment procedures and parent rights and responsibilities, including State and local guidance on specific student populations, such as students with special needs, limited English proficiency, and early childhood education students;
- Follow up with families to ensure their questions and concerns are resolved satisfactorily
- Escalates parent and student concerns as needed to the Executive Director of Family Services, in coordination with district accountability offices and standards;
- Performs additional student services as needed, including attendance at community events
- Requires participation in occasional evenings and/or weekend enrollment events providing support for enrollment activities for New Orleans families and students throughout the year;
- Attends staff and other district meetings as necessary;
- Performs other duties as required.
Education and Experience
- High School Diploma required;
- 2 years of data, operations, and customer service experience preferred.
- Experience in education and supporting families preferred.
- Bilingual skills (Spanish/English) strongly preferred; additional languages a plus
- Experience using technology platforms, including professional development or learning management websites.
Other Knowledge, Skills or Abilities Required
- Possesses a valid Louisiana Driver’s license without any restrictions that precludes driving on the job, will be a continuous requirement;
- Knowledge of cultural background of non-English speaking communities;
- Read, write, speak, translate, and interpret English and a designated second or third language preferred;
- Knowledge of various services available in the local community.
$30,400 - $47,610 a year
Salaries are determined by educational background and/or relevant years of experience.
Work Environment
Listed below are key points regarding environmental demands and the work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- 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.
