Job Summary

The Passport Office Coordinator plays a vital role in supporting San José State University’s Passport Acceptance Facility, serving students, faculty, staff, and community members through accurate, compliant, and customer-focused passport services. Working under general supervision, the Passport Office Coordinator reports to the Vice Provost for Academic Innovation with work lead from the Passport Services Specialist. The Passport Office Coordinator plays a critical role in the daily administration and coordination of the SJSU Passport Acceptance Facility.

This position organizes activities to ensure compliance with U.S. Department of State regulations, university policies, and best practices for passport processing. The incumbent is responsible for managing passport application intake, maintaining records, assisting with financial transactions, and supporting customer service functions. The position also supports marketing and outreach efforts, process improvement initiatives, and financial reconciliation activities. The Passport Office Coordinator participates in training, assists with scheduling, and supervises student assistants while ensuring a high-level of customer service for applicants. This role is essential in fostering a friendly, professional, and efficient environment in the SJSU Passport Acceptance Facility.

Key Responsibilities

• Serves as a Passport Acceptance Agent and supports daily operational activities of the SJSU Passport Acceptance Facility, ensuring compliance with U.S. Department of State regulations and university policies
• Careful review and intake of documents, forms, identity verification and proof of U.S. citizenship related to completing passport applications in compliance with the U.S. Department of State regulations
• Ensures security protocols are followed regarding passport documentation, payment handling, and storage of sensitive data
• Supports established risk prevention and mitigation procedures by accurately reviewing documentation, following required controls, and escalating potential concerns in accordance with U.S. Department of State and university protocols
• Handles cash, performs credit transactions, prepares deposit revenues associated with, and creates payment logs for daily operating expenses
• Supports the Passport Services Specialist in the preparation of the filing of passport transmittal forms, copying files, and mailing of passport applications to the State Department
• Serves as the point of contact for routine Passport Acceptance Facility (PAF) customer inquiries, providing accurate information, resolving standard concerns or complaints, and escalating non-routine or complex issues to the Passport Office Supervisor as appropriate
• Responds to inquiries via phone, email, and in-person interactions, providing guidance on passport application requirements
• Provides lead work direction to student assistants (Passport Agents), including supporting hiring processes, onboarding, training, scheduling, and day-to-day performance feedback in accordance with established procedures
• Ensures smooth workflow, proper break/lunch scheduling, and adherence to policies
• Identifies operational efficiencies and recommends procedural improvements to enhance customer experience, service flow, and compliance
• Troubleshooting issues with the check-in system, student workers, customers, and facilities
• Maintains quality control for passport and photo services and ensures consistency in procedures
• Coordinates routine updates to SJSU Passport Office website to ensure accuracy, compliance with U.S. Department of State guidelines, and timely communication of services
• Works with IT and administrative teams to update technology solutions, such as online appointment scheduling and digital recordkeeping
• Supports outreach and promotional efforts by assisting with content updates, informational materials, and coordination of approved messaging to promote passport services

Knowledge, Skills & Abilities

• Ability to communicate with constituents in a professional and respectful manner
• Working knowledge of U.S. Department of State passport acceptance policies and requirements, with the ability to independently apply established procedures and guidelines
• Understanding of SJSU administrative policies, financial reporting standards, and cash-handling protocols
• Understanding of customer service strategies for diverse populations, including students, faculty, staff, and community members
• Familiarity with confidential recordkeeping, document security, and reporting best practices
• Strong accuracy in processing passport applications and handling sensitive information
• Excellent written and oral communication skills to interact professionally with applicants and stakeholders
• Knowledge of Microsoft and Google Office Suites, financial tracking systems, and online appointment scheduling tools
• Ability to train and supervise student assistants, ensuring compliance with regulations
• Ability to coordinate workflow, set priorities, and manage multiple tasks effectively
• Ability to accurately apply and enforce passport acceptance procedures and requirements using sound judgment and established guidelines
• Maintain the security and confidentiality of passport applications and financial data
• Ability to function with general supervision while collaborating with colleagues and leadership
• Ability to balance multiple responsibilities, including application processing, compliance oversight, and financial reporting
• Ability to stay current on changing U.S. Department of State guidelines and university regulations
• Ability to deal with the public and defuse situations with difficult customers

Required Qualifications

• Completion of a high school program, technical/vocational program, or their equivalents
• Three years of related office work experience
• Must be a United States Citizen (Required to become a passport acceptance agent)

Preferred Qualifications

• Bachelor’s degree
• Experience working in a university setting or public-facing government office
• Experience interpreting and independently applying policies and procedures
• Experience in analyzing operational and procedural problems, developing solutions, and evaluating their effectiveness
• Proficiency in a second language

Compensation

Classification: Administrative Support Coordinator II
Anticipated Hiring Range: $5,219/month - $5,762/month (Step 10 – Step 15)
CSU Salary Range: $4,367/month - $6,362/month (Step 1 – Step 20)

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

• Resume
• Letter of Interest
• Proof of Citizenship

All applicants must apply within the specified application period: February 19, 2026 through March 8, 2026. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel
jobs@sjsu.edu
408-924-2252

CSU Vaccination Policy

The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to jobs@sjsu.edu.

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)

All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification: 

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at clerycompliance@sjsu.edu.

Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf. The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at uhs-frontdesk@sjsu.edu.

Campus Security Authority - In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and CSU systemwide policy, this position is subject to ongoing review for designation as a Campus Security Authority. Individuals that are designated as Campus Security Authorities are required to immediately report Clery incidents to the institution and complete Clery Act training as determined by the university Clery Director.

Equal Employment Statement

San José State University is an equal opportunity employer. The university prohibits discrimination based on age, ancestry, caste, color, disability, ethnicity, gender, gender expression, gender identity, genetic information, marital status, medical condition, military status, nationality, race, religion, religious creed, sex, sexual orientation, sex stereotype, and veteran status. This policy applies to all San José State University students, faculty, and staff, as well as university programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus). Reasonable accommodation is made for applicants with disabilities who self-disclose. San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.