Associate Director Of Admissions and Records

throughout the enrollment process. The Associate Director oversees and supervises staff and student employees within Admissions and contributes to the Enrollment Services leadership team. This position collaborates closely with campus partners to strengthen processes, improve service delivery, and support student access and success. The Associate Director also provides backup support for the Director of Enrollment Services and the Associate Director of Enrollment and Credentials to ensure continuity of operations and effective service across Enrollment Services. Admissions, a unit within Enrollment Services, is responsible for general admissions, selective admissions for the Registered Nursing program, residency determination for tuition purposes, outgoing transcript processing, and the maintenance and accuracy of student records. The unit serves as a primary point of contact for prospective and current students, providing information, guidance, and customer service through email, Microsoft Teams, and phone The Associate Director works collaboratively with Financial Aid, Advising, Running Start, Veterans Services, Continuing Education, and other Enrollment Services units to coordinate services, resolve complex student issues, and support an integrated enrollment experience. As a member of the Enrollment Services leadership team, this position is expected to contribute to shared operational priorities, support other functional areas as needed, and advance efficient, student-centered practices across the division. This is an exempt, at-will, full-time position. The Associate Director must be prepared to work a flexible schedule, including some evenings. Reporting to the Director of Enrollment Services and Registrar, this position will: ADMISSIONS Develop, implement, and maintain procedures; interpret and apply institutional, state, and federal policies and regulations; resolve complex issues; and coordinate daily operations to ensure effective and efficient college admissions; Oversee the timely, accurate, and efficient processing of admissions applications in ctcLink and OAAP, ensuring compliance with applicable institutional, state, and federal policies and requirements; Maintain and regularly review the General Admissions and Registered Nursing Admissions webpages to ensure information is accurate, current, accessible, relevant, and clearly communicated; Develop and implement follow-up procedures for applicants who have not enrolled, including processes for requesting and processing changes to their intended start term or deferring admission; Manage the online admissions application and term setup, ensuring application settings and program/plan selection options remain accurate and up to date; Develop, review, and maintain standardized communication templates for applicants to ensure consistent, accurate, and timely communication throughout the admissions process; Collaborate with the Director of Enrollment Services and the Nursing Faculty Coordinator to coordinate and administer selective admissions for the Registered Nursing program, ensuring alignment with established admission criteria, policies, and procedures. STUDENT RECORDS Oversee the creation, maintenance, and accuracy of student records, ensuring data integrity and compliance with institutional, state, and federal requirements; Oversee residency determinations and develop, implement, and maintain procedures, guidelines, and tools to support the consistent and accurate review of residency applications and documentation; Develop and implement outreach strategies to identify and inform students who may qualify for in-state tuition; Develop, review, and maintain standardized communication templates related to residency determinations, documentation requirements, and review outcomes; Maintain and regularly update the Residency webpage to ensure information is accurate, current, accessible, relevant, and clearly communicated; Monitor changes to state residency laws, regulations, and guidelines; assess their impact on institutional processes; and communicate relevant updates and recommended procedural changes to the Dean and Director; Provide guidance, technical assistance, and training to Admissions, Enrollment Services, and other campus departments regarding residency requirements, determination procedures, and supporting documentation; Research and resolve complex, unusual, or disputed residency cases by interpreting applicable regulations and evaluating supporting documentation; Oversee and process student program and plan changes, ensuring accurate updates to student records and maintaining current program/plan options in the student information system. Develop and maintain related procedures and communication templates; Manage and monitor the reconstruction and restoration of legacy student records, ensuring records are accurately rebuilt and maintained in accordance with established procedures; Review and correct student data errors before submission to the National Student Clearinghouse (NSC), ensuring the accuracy and integrity of reported enrollment information; Oversee the verification and validation of high school completion documentation, ensuring student records accurately reflect completion status and that documentation meets applicable institutional and regulatory requirements. Coordinate with relevant departments to resolve discrepancies and address outstanding verification issues; Oversee the processing of outgoing official transcript requests, ensuring timely, accurate, and secure delivery in accordance with institutional policies and applicable privacy requirements. LEADERSHIP AND SUPERVISION Serve as the first-line supervisor for Admissions, providing leadership, direction, and oversight of daily operations, staffing, service delivery, and continuous improvement; Serve as the subject matter expert for the Online Admissions Application (OAAP) and related ctcLink Admissions and Records processes, providing technical guidance, and interpreting procedures; Participate in screening committees, supervise, and evaluate staff according to college policies and in conjunction with the director, dean, VPSS, and HR; Establish, coordinate, and maintain student service options, including drop-in services and scheduled appointments delivered electronically, through Microsoft Teams, and in person on campus; Foster a welcoming, inclusive, positive, and responsive service environment for prospective students, current students, employees, and visitors seeking assistance from Admissions and Information services; Develop and maintain staff schedules to ensure adequate coverage for phone, email, front-counter, and other admissions services during established hours of operation; Ensure staff are trained and knowledgeable of Highline programs, services, and policies in connecting students with the appropriate point of contact, or completing the next steps in the enrollment process; Respond to student, staff, faculty, or customer concerns and provide appropriate resources/intervention; Participate in campus workgroups, activities, and initiatives with a focus on Guided Pathways, ctcLink, and Equity; Provide regular reports on admissions activity to include number of applications received, processed, and matriculated; Track operational data, participate in assessment of operations, and initiate continuous improvement, seeking regular feedback on customer service; Participate in ongoing professional development and ensure staff are cross-trained with other functional areas of the Enrollment Services/Advising/Veterans/Career Unit; Develop and deliver training to ensure staff practice culturally competent, student-centered, efficient practices that comply with institutional, federal and state guidelines; Develop web-based guides to assist students through application process; Identify barriers to enrollment, develop and propose solutions to streamline processes; Coordinate regularly with ELCAP, Outreach, and Advising areas to assure responsive services for all students. REQUIRED SKILLS AND ABILITIES Take appropriate initiative, actively identify areas for improvements, and implement solutions; Lead, manage, supervise, train and mentor classified, hourly staff and student workers; Facilitate a culturally responsive college admission team focused on college access for diverse, multicultural, first generation, and low-income students, including those learning English and students with disabilities; Manage timelines, interpret policy, implement procedures, and attend to details with strong organizational skills; Communicate effectively, both orally and in writing; Work in an environment that values equity, diversity, inclusion, access, and universal design; Proficiently navigate an electronic environment, including use of Microsoft Office, Google Suite, and student data systems. KNOWLEDGE OF: Customer service principles and strategies; College admissions and residency policies; Community college mission; Supervisory and leadership principles. PHYSICAL REQUIREMENTS Ability to work in an office environment with standard workstation setup (reasonable accommodations available); Ability to operate standard office equipment such as computers, phones, and printers; Ability to attend and participate in meetings, whether in-person or virtually; Ability to exchange information with colleagues and employees through various means (verbal, written, digital); Ability to review and produce written documents and reports. Work Environment / Access Requirements This role operates in a professional office setting with a hybrid schedule, typically requiring on-site presence [4 days per week]. The workplace is a standard climate-controlled office environment with open and private workspaces available. Employees can expect: Noise levels that vary from quiet focused work areas to moderately active collaborative spaces Lighting consistent with a standard office setting, including natural and fluorescent light sources Workstations equipped with standard office technology, including computers, monitors, and communication tools Meeting spaces are available in-person and virtually to support collaboration across locations High interaction with employees, managers, and stakeholders throughout the workday, via in-person, phone, email, and video conferencing On remote workdays, employees are expected to have access to a reliable internet connection and a workspace suitable for confidential conversations MINIMUM QUALIFICATIONS Bachelor's Degree from a regionally accredited institution; AND Two years experience in enrollment services, new student entry services, advising, orientations, or admissions; AND Two years experience in customer service; AND Supervisory and/or administrative leadership experience; AND Two years experience using data management systems. PREFERRED QUALIFICATIONS Master's Degree from a regionally accredited institution; Competent in a language(s) in addition to English; Experience in a community college setting; Experience working with PeopleSoft and developing reports.