Manager of Family Services (Interim)

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 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.

• Ensures consistent implementation of procedures on the Family Services Team by:

• Provide day-to-day supervision, coaching, and support to Family Services Student Enrollment
• Coordinators, including Early Childhood Student Enrollment Coordinators.
• Monitor team performance, set clear expectations, and address performance concerns in collaboration with the Executive Director.
• Foster a positive, collaborative, and high-performing team culture that prioritizes customer service and accountability.
• Manage staff scheduling, approve time-off requests, and ensure adequate coverage at Family Resource Centers during peak periods.
• Lead staff check-ins and contribute to department meetings by providing updates on key performance indicators.
• Serve as a role model for professional communication, problem-solving, and customer service engagement.
• Assists with operational and on-site support during events where enrollment support is needed, including assistance with staffing, set up, breakdown, supply acquisition, and logistics;
• Monitors enrollment management systems to ensure SECs are communicating and responding according to service level expectations;
• Ensures 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;

• Maintain Family Services expectations for phone and virtual calls, emails, tickets/cases, and enrollment systems (Avela, Calendly, Salesforce, Omni-Channel, Microsoft Teams, Zoom);
• Adhere to team/department expectations utilized for current and/or future enrollment implementations;
• Assists with waitlist calls and manages the completion of waitlist calls during high-volume times;
• Communicate highly effective oral, written, and digital communication expectations to all stakeholders.

• Maintains up-to-date knowledge of policy and procedures that impact key performance indicators;
• Supports appropriate training, support, onboarding, and development of staff;
• Assists in the assembly of the new hire onboarding materials;
• Provides onboarding and follow-up training for Family Services team members.

• Stay informed of policies and procedures impacting Family Services and ensure consistent implementation.
• Assists 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.
• Provide support to SECs to ensure new processes are being implemented at all centers uniformly;
• Serves 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;
• Assists 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;
• Performs other duties as required.

• 3 years of customer service experience required.
• College degree required; bachelor’s degree in education, social services, business administration, or related field (preferred).
• 2 or more years of experience in personnel management, staff supervision, or team leadership.
• Strong communication and interpersonal skills, with the ability to interact effectively with families, staff, and external partners.
• Ability to analyze and use data sets, key performance indicators, and enrollment systems for decision-making.
• Proficiency with technology tools, including Salesforce, Microsoft Office Suite, and virtual meeting platforms.
• Experience in education and/or enrollment services (preferred).

• Experience in customer service;
• Bilingual skills highly preferred;
• Experience working with students and families preferred;
• Mediation strategies/skills and analytical/critical thinking and problem-solving skills;
• Flexibility and comfort working in a fast-paced, changing environment.

Salary Offers

Our salary offers reflect a commitment to equity and transparency. Each offer is determined by education, years of experience, and alignment with compensation across similar roles within the district.

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.

Salary : $50,400 - $78,735