Type of Appointment: Full Time, Probationary

Job Classification: Public Affairs/Communication Specialist II

Anticipated Hiring Range: $4,159 per month

Work Schedule: Monday-Friday; 8AM-5PM


THE DEPARTMENT:

Enrollment Management & Services (EM&S) advances the educational mission of the University by providing leadership for the University's enrollment planning and management efforts. The department is responsible for providing comprehensive services and programs that promote the recruitment, matriculation, financial support and academic success of students. Specific responsibilities include enrollment management and providing associated services to a variety of stakeholders utilizing the PeopleSoft enterprise system, supplemental software applications, and comprehensive reporting systems which support the enrollment planning process with critical data for student, academic, and financial planning. The Office of Student Systems and Operations (SSO) was formed to provide ongoing coordination and continuity between Enrollment Management & Services (EM&S) and the University's central enterprise systems support teams. SSO supports EM&S administrative offices, academic departments, faculty, staff, and students in their use of PeopleSoft Campus Solutions and related student systems. SSO objectives are to maximize the benefits of PeopleSoft; interact with the university's Division of Information Technology and other central systems support organizations; advise and alert other administrative areas on potential impacts; coordinate system usage and changes; manage system upgrades; and create, support, and maintain EM&S ancillary systems.

DUTIES AND RESPONSIBILITIES:

Slate CRM Communication Coordination 

• Coordinate and manage all communication efforts within Slate CRM to ensure alignment with the university’s strategic goals and Enrollment Management & Services (EM&S) objectives.
• Develop and implement consistent template standards for mass communications, ensuring professional, branded, and accessible designs for emails, letters, and SMS messages.
• Collaborate with internal departments (e.g., Admissions, Registrar's Office, Financial Aid, and Student Systems & Operations) and external partners (e.g. Student Success) to design, execute, and monitor targeted communication campaigns that support enrollment and retention strategies.
• Manage and send ad-hoc emails and communications to prospective, admitted, and current students, using data-driven insights to target specific student populations (e.g., incomplete applications, financial aid outreach).
• Research, analyze, and mine the Slate CRM database to evaluate the effectiveness of communication and outreach efforts, measuring their impact on key enrollment and student success metrics.
• Propose system enhancements and improvements for communication workflows, templates, and tracking mechanisms, collaborating with Information Technology, Institutional Research, and other campus partners to optimize the CRM’s capabilities.
• Ensure data accuracy and integrity within Slate CRM for communications, performing regular audits to maintain the quality and consistency of student contact information and preferences.

Communications Strategy Development & Assessment 

• Develop, implement, and refine communication strategies that support EM&S initiatives, ensuring alignment with university-wide and academic affairs' strategic plans.
• Establish and enforce communication and graphic design standards, ensuring consistency with the university's brand and compliance with federal guidelines, including accessibility standards (e.g., Section 508).
• Coordinate the creation and dissemination of communication materials, including email campaigns, newsletters, promotional materials, and informational graphics, ensuring clarity, professionalism, and accessibility.
• Conduct regular assessments of communication strategies, gathering data and insights through surveys, focus groups, and web analytics to improve content delivery and effectiveness.
• Audit communication platforms and provide strategic recommendations to improve reach, engagement, and responsiveness, based on data analysis and current trends in higher education communication. 
• Collaborate with Strategic Communications (Strat Comm) to align EM&S campaigns with larger university-wide communication efforts and ensure cohesive messaging across platforms.
• Collaborate with Information Technology on PeopleSoft 3C Communications and Template Configuration.

Social Media & Digital Content Management 

• Manage daily social media activities for EM&S across platforms like Facebook, Instagram, X, and YouTube, ensuring alignment with strategic communication goals and enhancing student engagement.
• Create and schedule digital content for social media, websites, and email platforms, promoting key EM&S deadlines, events, and services to current and prospective students.
• Collaborate with web development teams and EM&S stakeholders to maintain and enhance website content, ensuring consistency, accessibility, and user-centered design principles.
• Produce and maintain digital media, such as "How-To" videos and tutorials using software like iMovie and Adobe Premiere, ensuring all multimedia content is engaging and accessible.
• Monitor and analyze social media and digital content performance, using insights from analytics to refine and improve online engagement strategies.
• Utilize campus tools such as Cascade and 25Live to maintain our web presence.
• Ensure accessibility compliance across all digital platforms, including closed captioning for video content and adherence to WCAG (Web Content Accessibility Guidelines).

Chatbot/LiveChat Management 

• Manage and oversee the Chatbot/LiveChat platform, ensuring the system remains an effective tool for answering student queries and supporting EM&S communication strategies.
• Update and maintain the system's knowledge base, collaborating with department experts to ensure accurate and timely information is provided to students.
• Review interaction logs regularly, identifying trends and areas for improvement in student queries, and refining the chatbot’s responses accordingly.
• Analyze performance data and report key metrics to leadership, recommending changes to improve user satisfaction and effectiveness.
• Collaborate with IT and vendor support teams to implement system upgrades, troubleshoot issues, and explore potential enhancements to the platform’s functionality.

Project Management & Program Support 

• Lead and manage communication-related projects, ensuring timelines, deliverables, and quality standards are met. Projects include large-scale campaigns, onboarding initiatives, and communications for EM&S events and deadlines.
• Coordinate with campus partners across Enrollment Management & Services (EM&S), including Admissions, Registrar's Office, Financial Aid, and Student Systems & Operations, and other units to ensure smooth execution of communications and alignment of messaging.
• Analyze student data and segmentation strategies, creating targeted communication campaigns that address specific student needs and priorities (e.g., part-time students, returning students, at-risk populations).
• Support strategic initiatives such as the Graduation Initiative 2025 (GI 2025) and Strategic Enrollment Management (SEM) goals by producing visual reports and communication updates to leadership.
• Ensure effective collaboration between EM&S and other university departments on communication projects, providing leadership in the creation of content and execution of strategies.

Team Leadership & Collaboration 

• Mentor and lead junior staff members and student workers, providing guidance in communication strategies, graphic design, and social media management.
• Supervise student assistant graphic designers hired by Enrollment Management & Services (EM&S), including Admissions, Registrar's Office, Financial Aid, and Student Systems & Operations, ensuring their work is aligned with EM&S communication standards and the university's branding guidelines.
• Foster a collaborative work environment, promoting cross-departmental teamwork and shared ownership of communication projects.
• Serve as a subject matter expert for EM&S in communication strategies, representing the department at campus-wide workgroups and meetings.
• Ensure staff training and development, coaching team members on best practices in communication, social media, and visual design to enhance the department's overall performance and output.

QUALIFICATIONS:

• Bachelor's Degree - in related field.
• Two years of related professional or technical experience.
• Knowledge of the fundamentals of public affairs and/or media relations, and/or some exposure to marketing and marketing research.
• In addition, strong written and verbal communication skills with a solid foundation in grammar, spelling, and the composition of various communication vehicles are essential to initial entry to this classification
• Working knowledge of and ability to apply standard theories, practices, principles, and techniques related to communications in the public affairs, media, marketing, and/or sports information areas. Thorough knowledge of and ability to use effectively media outlets, including planning media coverage and media publicity campaigns for the university and events.
• Ability to build and manage more sophisticated media contacts. Demonstrated ability to keep abreast of campus events and subject matter expertise in relation to current events to identify and capitalize on media opportunities that will promote the university and increase positive media coverage. Working knowledge of copyright and other applicable laws pertaining to publications and the media. Thorough knowledge of web communication techniques, vehicles and formats.
• Ability to effectively use web technology to achieve communication goals. Ability to analyze and select pertinent facts and integrate them into communication vehicles. Strong story development and journalistic writing skills, as well as advanced editorial skills. Knowledge of interview techniques and the ability to define and deliver media messages. Working knowledge of marketing and research techniques and methods.
• Ability to apply market research to identify communication needs and tar get audiences. Ability to apply appropriate statistical techniques and methods to research or sports information. Exceptional interpersonal skills, including strong public speaking, listening and interpretive skills. Ability to provide lead work direction.

PREFERRED QUALIFICATIONS:

• Experience working in a higher education setting and developing communication strategies for a diverse college student population.
• Experience with Graphics/Web Design through tools such as Cascade and Adobe Illustrator. Experience with Customer Relationship Management platforms such as Slate.
• Experience with Chatbots such as Ocelot. Experience with managing Social Media profiles and other tools such as 25 Live. Abilities: Collect, evaluate, and interpret data to develop sound conclusions and make appropriate recommendations.
• Apply, interpret, and communicate knowledge of a variety of university policies and procedures to university personnel and the public.
• Ability to work effectively as part of a team and collegially with staff, faculty, and administration.
• Recognize multicultural, multi-aged value systems and work accordingly. The ability to prioritize work duties when faced with interruptions, distractions, and fluctuating workload. Work independently, use independent judgment, set individual deadlines, and complete projects/tasks accordingly.
• Strong technical ability to learn university systems.
• Excellent verbal and written communication skills as well as the ability to acquire knowledge of the campus procedures and activities and the overall organization are required. Skills: Excellent analytical, critical thinking, and problem-solving skills, strong attention to detail required.
• Strong organizational skills, interpersonal and communication skills.
• Build campus relationships to expedite work and projects.
• Establish and maintain cooperative working relationships with faculty, CSU administrators, students, organizations, private and public agencies, and others in committee work.
• Refer students to campus resources and/or services when appropriate.

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 the California State University Out-of-State Employment Policy.

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 the California State University Background Check Policy.

CSU Classification Salary Range

This position is part of the CSUEU bargaining unit 9. The CSU Classification Standards for this position are located on the CSU Classification Standards website. The CSU Salary Schedule is located on the CSU Salary Schedule website. The classification salary range for this position according to the respective skill level is: minimum $4,146 and maximum $7,500 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 the I-9 Acceptable Documents website.

University Driving Requirement

Positions that require driving for university business by using a personal or state vehicle must comply with the Authorized University Driver Policy. Driving records are monitored and evaluated by the Risk Management Department. The Risk Management Department evaluates a good driving report based on the following criteria. The driver must: 1. Have a valid California or other State Driver’s license. 2. Have no more than 3 motor vehicle violations or been the cause of 3 accidents in a 12-month period (or any combination of 3 thereof) 3. Not have more than 3 DMV Points, if their license is Class C or, 4. Not have more than 5 DMV Points, if their license is Class A, B, or C with endorsements. For more information, go to the Authorized University Driver Policy.

Conflict of Interest

This position is a “designated position” in the California State University’s Conflict of Interest Code. The successful candidate accepting this position is required to file financial interest disclosure forms subject to state regulations. For more information, go to the Conflict of Interest policy.

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 the Cal Poly Pomona’s Annual Security Report and Cal Poly Pomona’s Annual Fire Safety Report.

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 ADACoordinator@cpp.edu. For more information, go to Employment Notices.

Equal Employment Opportunity

Consistent with California law and federal civil rights laws, Cal Poly Pomona provides equal opportunity in employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. Cal Poly Pomona complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.

Other Notices

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