INTAKE AND ASSISTANCE OFFICER

INTAKE AND ASSISTANCE OFFICER

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INTAKE AND ASSISTANCE OFFICER

Salary

Depends on Qualifications

Location

Baton Rouge, LA

Job Type

Unclassified

Job Number

BOR 10042024 NW

Department

Education-Board of Regents

Opening Date

10/04/2024

Closing Date

10/18/2024 11:59 PM Central

Description

Benefits

Questions

Supplemental Information

Under the administrative arm of the Board of Regents, the Louisiana Office of Student Financial Assistance (LOSFA) administers Louisiana’s premier merit-based scholarship program, the Taylor Opportunity Program for Students (TOPS), Louisiana’s need-based component to the state’s financial aid plan to support non-traditional and low to moderate-income students called Go Grant, the state’s 529 college savings plan called the Student Tuition Assistance and Revenue Trust (START) program, the educational savings plan for K-12 tuition called the START K-12 program, the 529-A savings plan called the Louisiana ABLE program, the Rockefeller State Wildlife Scholarship program, TOPS Tech Early Start Program for 11th and 12th graders, the John R. Justice Student Loan Repayment Program, the work force development program that provides financial assistance for students enrolled in one of 5 high demand, high pay industry sectors, called the MJ Foster program, and scholarships for students enrolled in teacher preparation programs called the Geaux Teach program.

LOSFA is extremely active in the dissemination of college access information within the state, with a concentration on assisting students from low-income families and first-generation college attendees in locating and obtaining the resources necessary to pursue and complete a postsecondary education. To attain this, LOSFA regularly partners with other entities including the Louisiana Department of Education (LADOE), the Department of Children and Family Services (DCFS), Statewide School Districts, U.S. Department of Education, the Louisiana Association of Student Financial Aid Administrators, and others. In conjunction with DCFS, LOSFA provides payment processing assistance for the Chafee Education and Training Voucher for students who have aged out of the foster care system and Strategies to Empower People (STEP) to aid government-assisted citizens in obtaining their Adult Education certificate and Vocational Education training.

This position supports the expansion of outreach services provided by LOSFA’s College Access, Success and Communications and Student Engagement Divisions. Services proposed under this expansion are supported by evidence-based best practices, and national research in the field of college access and success. Areas of focus include expanded Comprehensive Secondary and Postsecondary Advising/Mentoring, Exploration of Career Choices Connected to Postsecondary Pathway Options, and Holistic Wraparound Services related to Affordability and Student Success. The statewide target audiences are high school students, parents, postsecondary students, non-traditional students and returning adult learners.

POSITION OVERVIEW:

Reporting to the Intake and Assistance Coordinator, the Intake and Assistance Officer provides support to LOSFA by assisting Louisiana constituents in obtaining financial assistance using a case management approach. This position also works alongside the Comprehensive Advising Officers and Engagement Specialists to render services as needed. This position does not fall into the category of positions that require frequent travel after work hours, overnight, and/or weekends.

MINIMUM QUALIFICATIONS:

A baccalaureate degree plus one year of experience in sales, prior work as an intake specialist, or 2-3 years of customer service experience.

Knowledge of college and career readiness processes and resources.

Exceptional customer service skills and problem-resolution experience.

High-level listening skills to gain a thorough understanding of inquirers’ needs.

Demonstrated interviewing skills to know which questions to ask to gather more information.

Basic understanding of college access and success knowledge to suitably represent LOSFA’s mission and programs.

Strong and effective communication (written and oral) and interpersonal skills

Interpersonal skills to remain professional and calm in difficult-to-handle situations.

Ability to work independently and within a team environment.

Ability to multitask, work under stringent deadlines, and adapt to changing priorities and needs.

Ability to work with a wide range of individuals and can handle sensitive issues while maintaining confidentiality.

Ability to work with directors and staff in a productive, positive, and professional manner.

Discretion in prioritizing tasks, sharing information, and using independent judgment.

Strong organizational skills and attention to detail.

High level of computer competency and self-sufficiency.

IDEAL CANDIDATE/PREFERRED QUALIFICATIONS:

Bilingual in English and Spanish (desired, but NOT essential).

ESSENTIAL DUTIES & RESPONSIBILITIES:

Essential and other important duties and responsibilities may include, but are not limited the following:

Provides one-to-one assistance to support all client inquiries and needs via phone, email, custserv, and virtual assistant.

Interviews/screens students by phone, email, or a virtual assistant to become familiar with their support needs.

Schedules/routes appointments with Comprehensive Advising Officers for individual student advising sessions.

Onboards student referrals with the completion of relevant paperwork.

Enters student information into case management system.

Stays abreast and remains knowledgeable of frequent legislative, procedural and programmatic changes to all current LOSFA programs, as well as future programs awarded and/or offered through partner entities.

Independently responds to and resolves basic issues related to in-office visitors or telephone inquiries received through LOSFA’s Automated Call Distribution (ACD) center in a timely manner.

Provides a one-stop resource to callers including, but not limited to, high school and postsecondary students, parents, high school counselors, secondary and postsecondary administrators, school board officials, legislators, returning adult learners and the general public on all aspects of student financial aid available to Louisiana residents.

Is responsible for independent client problem resolution for TOPS program issues and START program issues (including START Saving Program for College, START K12 and LA ABLE) which requires utilizing all available information resources. Provide instruction and technical support on completion of the Free Application for Federal Student Aid (FAFSA) and FAFSA on the Web, the TOPS Online application, setup and usage of student accounts on the Louisiana Award System on the internet, use of the agency’s website, and use of the START program website.

Provides telephone technical support to high school technical personnel and counselors on the Student Transcript System (STS).

Responds timely to all electronic and written inquiries, including customer service emails, chatbot messages, requests for information packets, and program inquiry letters.

Works with the Director of Public Information and Advising, the Intake and Assistance Coordinator, and the Communications Coordinator to identify common questions, and develop targeted outlets for disseminating information aimed at addressing common questions.

Utilizes an Escalation Matrix to ensure the timely resolution of issues and to ensure incoming communications are routed to the appropriate parties for assistance.

Investigates, resolves, and provides solutions to basic client inquiries received, including but not limited to problem resolutions for LOSFA programs and START (including START K12 and ABLE), which requires utilizing all available information resources. Provides instruction and technical support on completion of the Free Application for Federal Student Aid (FAFSA), the TOPS Online application, setup and usage of Student Hub accounts on the Louisiana Award System, use of LOSFA’s website, and use of the START program website.

Evaluates inquiries to determine handoff to Outreach Coordinators, Comprehensive Advising Officers, Engagement Specialists, or other appropriate team members as needed.

Provides guidance and general information on college access planning, the qualification and application process, as well as how to find alternate sources of student financial aid including, but not limited to, federal loans and/or grant aid, federal work-study programs, institutional scholarships, and private student financial aid sources.

Serves as a one-stop resource to inquiries from high school students, post-secondary students, returning adult learners, parents, high school counselors and officials, post-secondary institution officials, parish school board officials, legislators, and the general public on all aspects of student financial aid available to Louisiana residents.

Provides instruction and technical support on completion of the Free Application for Federal Student Aid (FAFSA), interpretation of the FASFSA Submission Summary, the TOPS Online application, setup, and usage of the College Access and Career Portal “SuperLex,” the LOSFA Student Hub, use of the agencys website, and use of the START and ABLE program websites.

Stays abreast and remains knowledgeable of frequent legislative, procedural, and programmatic changes to all current LOSFA programs and future programs awarded and/or offered through partner entities.

Proficiently uses all software packages, including but not limited to Microsoft Office Suite, in the administration of programs.

Obtains necessary knowledge and skills needed to keep up with technology and changing roles and participate in continuous professional development.

Develops and maintains working knowledge of agency-specific data systems related to program operations (e.g., Student Transcript System, the Student Hub, and Louisiana Award System, etc.).

Serves as on-camera/voice-over talent to share and demonstrate program updates and/or provide technical support on completing the FASFA, Student Hub, etc., through the use of webinars and video applications.

Other duties and responsibilities as assigned.

HOW TO APPLY:

To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities.

Contact Information:

Ebony Holmes

ebony.holmes@la.gov

Board of Regents is a State As a Model Employer (SAME) agency that supports the recruitment, hiring, and retention of individuals with disabilities. For more information on employment resources for individuals with disabilities, see the Louisiana Employment Resources Guide athttp://www.laworks.net/Downloads/LRS/EmploymentResourceGuide2018.pdf(Download PDF reader)

Board of Regents is an Equal Opportunity Employer

VACANCY INFORMATION:

This is an unclassified position.

This position is domiciled in Baton Rouge, LA.

Applications will be rejected if the applicant fails to meet the minimum qualifications, submits an incomplete application, or fails to apply by the closing date of the announcement.

Resumes will not be accepted in lieu of an application listing complete work experience and education.

Please make every effort to attach a copy of your transcript or any other materials as outlined in the posting to your application if possible.

In compliance with federal law, all individuals hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form (I-9) upon hire.

Benefits for unclassified employees are determined by the individual hiring authority.

01

Do you have a baccalaureate degree?

Yes

No

02

Do you have one year of experience in sales, prior work experience as an intake specialist, or 2-3 years of customer service experience?

Yes

No

03

Are you consistently able to work a designated evening shift?

Yes

No

04

How flexible is your availability if the shift times change based on last-minute notification?

05

Is there anything that could affect your availability for evening shifts (e.g., family commitments, school, other jobs)?

Required Question

Agency

State of Louisiana

Address

For agency contact information, please refer to

the supplemental information above.

Louisiana State Civil Service, Louisiana, 70802

Phone

(866) 783-5462

Website

http://agency.governmentjobs.com/louisiana/default.cfm

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