What are the responsibilities and job description for the Project Specialist (SC - Outreach Call Center) position at South Orange County Community College District?
Application Instructions
SUMMARY DESCRIPTION
Under general supervision, the Project Specialist (Call Center Outreach) provides coordination and operational support for targeted student outreach initiatives designed to support Fall enrollment. The position assists with outbound call campaigns, project tracking, data collection, and administrative functions within a call center environment. This role supports summer enrollment efforts by ensuring timely communication with prospective and continuing students and maintaining accurate records of outreach activities. The position offers practical experience in project coordination, call center operations, and higher education business processes.
REPRESENTATIVE DUTIES
The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices
Support the coordination and tracking of outreach projects, including monitoring tasks, timelines, and deliverables to ensure completion of campaign objectives
Conduct outbound calls to prospective and continuing students using established scripts and key messaging to promote enrollment and provide general information
Accurately document call outcomes, update student records, and track follow-up actions in designated systems
Assist in maintaining and updating reports, spreadsheets, and project documentation related to call campaigns and outreach efforts
Perform data entry and support basic analysis of call center metrics, including call volume, response rates, wait times, and customer satisfaction indicators
Collaborate with team members to gather updates, verify information, and support alignment of outreach activities
Participate in team meetings; take notes and track action items to support project follow-through
Assist with small-scale process improvement efforts to enhance efficiency and effectiveness of call center operations
Provide general administrative and clerical support to call center and project teams
Perform related duties as assigned
Qualifications
Knowledge:
Demonstrated ability to communicate effectively, both verbally and in writing.
Basic organizational skills with attention to detail and accuracy.
Basic proficiency with Microsoft Office applications (Word, Excel, Outlook) or similar software.
Basic office practices, procedures, and equipment.
Customer service principles and telephone communication etiquette.
Data entry and recordkeeping practices.
Ability To
Manage multiple tasks and meet deadlines in a structured environment.
Follow established procedures and scripts while maintaining a professional and courteous demeanor.
Communicate clearly and effectively with diverse populations.
Provide courteous and professional service via phone and electronic communication.
Accurately enter and maintain data in spreadsheets and databases.
Work independently and collaboratively in a team environment.
Maintain confidentiality of student and institutional information.
Maintain sensitivity to and understanding the diverse academic, socioeconomic, cultural, and ethnic backgrounds of students, including veterans and military families.
Report to work on a regular and consistent basis, as scheduled, to assigned job.
Preferred Qualifications
EDUCATION AND EXPERIENCE GUIDELINES
Prior experience in customer service, call center operations, or administrative support.
Experience with data entry, reporting, or tracking systems.
WORKING ENVIRONMENT AND PHYSICAL DEMANDS
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Work is primarily performed in an office call center environment. Frequent interaction with students, staff, and the public via telephone and electronic communication. Fast-paced setting with frequent interruptions during peak enrollment periods. Ability to sit for extended periods while working at a computer workstation. Ability to use hands and fingers to operate a computer keyboard, mouse, and telephone equipment; perform repetitive hand and wrist motions. Seeing: Ability to read and interpret data on a computer screen; view written documents; and perform close vision tasks with or without reasonable accommodation. Hearing: Ability to hear and understand conversations and information communicated via telephone, headset, and in-person interactions. Speaking: Ability to communicate clearly and effectively to exchange information verbally in person, via phone, and through virtual platforms.
Supplemental Information
Work Schedule: TBD – Schedule and shift vary and are subject to change in accordance with the department's needs.
Hours per Week: Up to 25
Employment Conditions And Information
This is a short-term, temporary, hourly Non-Bargaining Unit (NBU) assignment, not to exceed 160 days and 960 hours per fiscal year (July 1st through June 30th). Short-term, temporary NBU positions may only be used on an intermittent, seasonal, or project basis. Education Code Section 88003 states "Short-term employee means any person who is employed to perform a service for the district, upon the completion of which, the service required or similar services will not be extended or needed on a continuing basis.”
After successful completion of the onboarding requirements, an individual may be employed by the South Orange County Community College District (SOCCCD) as a short-term, temporary NBU employee. Employment will be on an “if and as needed” basis, as determined by the SOCCCD. The assignment may be shortened or extended at any time, due to departmental needs, with little to no notice. NBU employment is at-will, and either party may terminate this working relationship at any time. Neither party shall be required to provide any reason for the separation. NBU employees shall not have reemployment rights or recourse to petition to be reinstated.
NBU employees are limited to working in a single position for a single department and site (assignments are onsite only).
NBU employees are paid on a monthly basis.
NBU employees who work more than 1000 hours per fiscal year are required to contribute to the California Public Employees Retirement System (CalPERS), through payroll deduction. The SOCCCD does not intend to employ NBU employees for more than 960 hours during any fiscal year.
Notice To All Candidates For Employment
The Immigration Reform and Control Act of 1986, Public Law 99-603, requires that employers obtain documentation from every new employee which authorizes that individual to accept employment in this country. The South Orange County Community College District (SOCCCD) will not sponsor any visa applications.
Employees must reside in California while employed with the SOCCCD.
California Public Employees Retirement System and California State Teachers Retirement System:
A California Public Employees Retirement System (CalPERS) retiree may not accept employment until after the first 180 days of retirement. Anyone retired from CalPERS accepting permanent employment with the SOCCCD will be required to reinstate as an active CalPERS member. Please contact CalPERS for additional information regarding your retirement status.
Any active vested member of California State Teachers Retirement System (CalSTRS), who accepts employment with the SOCCCD to perform service that requires membership in CalPERS, is eligible to elect to continue retirement system coverage under CalSTRS
Disability Accommodations
If you require special accommodations in the application and/or evaluation process, please notify Human Resources at least two (2) business days prior to the job posting close or initial screening date, by either calling (949) 582-4850 or sending an e-mail to hrinfodesk@socccd.edu.
Attendance Requirement
All SOCCCD employees are required to report to work on a regular and consistent basis, as scheduled, to assigned job.
Campus Crime And Safety Awareness
Information regarding campus crime and safety awareness can be found at www.ivc.edu or www.saddleback.edu. Paper copies are available in the Human Resources office upon request.
Non-Discrimination Notice
The SOCCCD provides access to its services, classes, and programs without regard to national origin, immigration status, religion, age, gender, gender identity, gender expression, race, ethnicity, color, medical condition, military and veteran status, genetic information, ancestry, sexual orientation, marital status, physical or mental disability, pregnancy, or because they are perceived to have one or more of the foregoing characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics.
California Fair Chance Act
The SOCCCD will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the SOCCCD is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
Diversity, Equity, Inclusion And Equal Employment Opportunity
The SOCCCD is looking for equity and inclusion-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to the understanding of diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present within our community.
The SOCCCD is committed to ensuring that all students have the opportunity to succeed in their classes and as such, to eliminating institutional barriers that disproportionately impact students of color. Irvine Valley College and Saddleback College are deeply committed to fostering an inclusive environment where students, staff, and faculty from diverse backgrounds can thrive academically and professionally.
Irvine Valley College (IVC) serves approximately 21,584 students, reflecting a rich diversity: 41% Asian, 2% Black/African-American, 21% Hispanic/Latino, 8% Southwest Asian and North African, 5% two or more races, and 21% White in Fall 2024.
Similarly, Saddleback College (SC) serves around 25,789 students, with demographics showing 12% Asian, 2% Black/African-American, 29% Hispanic/Latino, 5% two or more races, and 47% White in Fall 2024.
These numbers underscore the importance of our commitment to eliminating equity gaps across all student demographics through implementing dynamic, student-centered practices and policies. To support the academic and career success of our diverse student body, we seek a candidate who will actively contribute to our mission of inclusivity and support. The ideal candidate's values will align with SOCCCD’s goals for Diversity, Equity, and Inclusion (DEI) and Equal Employment Opportunity (EEO).
THE SOCCCD IS AN EQUAL OPPORTUNITY EMPLOYER
- Complete all sections and fields on the application and attach all required documents – incomplete applications may not be considered.
- Include all relevant education, training, and/or experience on the application.
- Do not include any personally identifiable, confidential, or otherwise unrequested information that does not pertain to job related factors (e.g., social security number, date of birth, pictures, etc.) on your application or attached documents.
- For job postings with a close date, all applications received by 11:59 PM (Pacific Time) on the job posting close date, will receive consideration.
- For job postings with an initial screening date, all applications received by 11:59 PM (Pacific Time) on the job posting initial screening date, will receive priority consideration; however, typically the job posting will remain open, and continue to accept applications, until the position is filled.
SUMMARY DESCRIPTION
Under general supervision, the Project Specialist (Call Center Outreach) provides coordination and operational support for targeted student outreach initiatives designed to support Fall enrollment. The position assists with outbound call campaigns, project tracking, data collection, and administrative functions within a call center environment. This role supports summer enrollment efforts by ensuring timely communication with prospective and continuing students and maintaining accurate records of outreach activities. The position offers practical experience in project coordination, call center operations, and higher education business processes.
REPRESENTATIVE DUTIES
The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices
Support the coordination and tracking of outreach projects, including monitoring tasks, timelines, and deliverables to ensure completion of campaign objectives
Conduct outbound calls to prospective and continuing students using established scripts and key messaging to promote enrollment and provide general information
Accurately document call outcomes, update student records, and track follow-up actions in designated systems
Assist in maintaining and updating reports, spreadsheets, and project documentation related to call campaigns and outreach efforts
Perform data entry and support basic analysis of call center metrics, including call volume, response rates, wait times, and customer satisfaction indicators
Collaborate with team members to gather updates, verify information, and support alignment of outreach activities
Participate in team meetings; take notes and track action items to support project follow-through
Assist with small-scale process improvement efforts to enhance efficiency and effectiveness of call center operations
Provide general administrative and clerical support to call center and project teams
Perform related duties as assigned
Qualifications
Knowledge:
Demonstrated ability to communicate effectively, both verbally and in writing.
Basic organizational skills with attention to detail and accuracy.
Basic proficiency with Microsoft Office applications (Word, Excel, Outlook) or similar software.
Basic office practices, procedures, and equipment.
Customer service principles and telephone communication etiquette.
Data entry and recordkeeping practices.
Ability To
Manage multiple tasks and meet deadlines in a structured environment.
Follow established procedures and scripts while maintaining a professional and courteous demeanor.
Communicate clearly and effectively with diverse populations.
Provide courteous and professional service via phone and electronic communication.
Accurately enter and maintain data in spreadsheets and databases.
Work independently and collaboratively in a team environment.
Maintain confidentiality of student and institutional information.
Maintain sensitivity to and understanding the diverse academic, socioeconomic, cultural, and ethnic backgrounds of students, including veterans and military families.
Report to work on a regular and consistent basis, as scheduled, to assigned job.
Preferred Qualifications
EDUCATION AND EXPERIENCE GUIDELINES
Prior experience in customer service, call center operations, or administrative support.
Experience with data entry, reporting, or tracking systems.
WORKING ENVIRONMENT AND PHYSICAL DEMANDS
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Work is primarily performed in an office call center environment. Frequent interaction with students, staff, and the public via telephone and electronic communication. Fast-paced setting with frequent interruptions during peak enrollment periods. Ability to sit for extended periods while working at a computer workstation. Ability to use hands and fingers to operate a computer keyboard, mouse, and telephone equipment; perform repetitive hand and wrist motions. Seeing: Ability to read and interpret data on a computer screen; view written documents; and perform close vision tasks with or without reasonable accommodation. Hearing: Ability to hear and understand conversations and information communicated via telephone, headset, and in-person interactions. Speaking: Ability to communicate clearly and effectively to exchange information verbally in person, via phone, and through virtual platforms.
Supplemental Information
Work Schedule: TBD – Schedule and shift vary and are subject to change in accordance with the department's needs.
Hours per Week: Up to 25
Employment Conditions And Information
This is a short-term, temporary, hourly Non-Bargaining Unit (NBU) assignment, not to exceed 160 days and 960 hours per fiscal year (July 1st through June 30th). Short-term, temporary NBU positions may only be used on an intermittent, seasonal, or project basis. Education Code Section 88003 states "Short-term employee means any person who is employed to perform a service for the district, upon the completion of which, the service required or similar services will not be extended or needed on a continuing basis.”
After successful completion of the onboarding requirements, an individual may be employed by the South Orange County Community College District (SOCCCD) as a short-term, temporary NBU employee. Employment will be on an “if and as needed” basis, as determined by the SOCCCD. The assignment may be shortened or extended at any time, due to departmental needs, with little to no notice. NBU employment is at-will, and either party may terminate this working relationship at any time. Neither party shall be required to provide any reason for the separation. NBU employees shall not have reemployment rights or recourse to petition to be reinstated.
NBU employees are limited to working in a single position for a single department and site (assignments are onsite only).
NBU employees are paid on a monthly basis.
NBU employees who work more than 1000 hours per fiscal year are required to contribute to the California Public Employees Retirement System (CalPERS), through payroll deduction. The SOCCCD does not intend to employ NBU employees for more than 960 hours during any fiscal year.
Notice To All Candidates For Employment
The Immigration Reform and Control Act of 1986, Public Law 99-603, requires that employers obtain documentation from every new employee which authorizes that individual to accept employment in this country. The South Orange County Community College District (SOCCCD) will not sponsor any visa applications.
Employees must reside in California while employed with the SOCCCD.
California Public Employees Retirement System and California State Teachers Retirement System:
A California Public Employees Retirement System (CalPERS) retiree may not accept employment until after the first 180 days of retirement. Anyone retired from CalPERS accepting permanent employment with the SOCCCD will be required to reinstate as an active CalPERS member. Please contact CalPERS for additional information regarding your retirement status.
Any active vested member of California State Teachers Retirement System (CalSTRS), who accepts employment with the SOCCCD to perform service that requires membership in CalPERS, is eligible to elect to continue retirement system coverage under CalSTRS
Disability Accommodations
If you require special accommodations in the application and/or evaluation process, please notify Human Resources at least two (2) business days prior to the job posting close or initial screening date, by either calling (949) 582-4850 or sending an e-mail to hrinfodesk@socccd.edu.
Attendance Requirement
All SOCCCD employees are required to report to work on a regular and consistent basis, as scheduled, to assigned job.
Campus Crime And Safety Awareness
Information regarding campus crime and safety awareness can be found at www.ivc.edu or www.saddleback.edu. Paper copies are available in the Human Resources office upon request.
Non-Discrimination Notice
The SOCCCD provides access to its services, classes, and programs without regard to national origin, immigration status, religion, age, gender, gender identity, gender expression, race, ethnicity, color, medical condition, military and veteran status, genetic information, ancestry, sexual orientation, marital status, physical or mental disability, pregnancy, or because they are perceived to have one or more of the foregoing characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics.
California Fair Chance Act
The SOCCCD will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the SOCCCD is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
Diversity, Equity, Inclusion And Equal Employment Opportunity
The SOCCCD is looking for equity and inclusion-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to the understanding of diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present within our community.
The SOCCCD is committed to ensuring that all students have the opportunity to succeed in their classes and as such, to eliminating institutional barriers that disproportionately impact students of color. Irvine Valley College and Saddleback College are deeply committed to fostering an inclusive environment where students, staff, and faculty from diverse backgrounds can thrive academically and professionally.
Irvine Valley College (IVC) serves approximately 21,584 students, reflecting a rich diversity: 41% Asian, 2% Black/African-American, 21% Hispanic/Latino, 8% Southwest Asian and North African, 5% two or more races, and 21% White in Fall 2024.
Similarly, Saddleback College (SC) serves around 25,789 students, with demographics showing 12% Asian, 2% Black/African-American, 29% Hispanic/Latino, 5% two or more races, and 47% White in Fall 2024.
These numbers underscore the importance of our commitment to eliminating equity gaps across all student demographics through implementing dynamic, student-centered practices and policies. To support the academic and career success of our diverse student body, we seek a candidate who will actively contribute to our mission of inclusivity and support. The ideal candidate's values will align with SOCCCD’s goals for Diversity, Equity, and Inclusion (DEI) and Equal Employment Opportunity (EEO).
THE SOCCCD IS AN EQUAL OPPORTUNITY EMPLOYER