Visitor Services Counselor

Type of Appointment: Full-Time Probationary

Job Classification: Student Services Professional II

Anticipated Hiring Range:$5083 - $5438 per month

Work Hours: Monday - Friday 8am - 5pm unless otherwise notified

Recruitment Closing Date: November 4 2025

THE DEPARTMENT:

Outreach Recruitment & Educational Partnerships (OREP) is responsible for outreach and recruitment of prospective domestic undergraduate students and plays a key role in enrollment planning and reporting. OREP is charged with promoting the image of the University its programs and uniqueness; attracting and recruiting a diverse and high achieving pool of applicants; developing relationships and collaborations with campus external and internal constituents; and providing timely accurate and comprehensive services to students and campus through point of inquiry and enrollment. OREP is responsible for compliance with federal state CSU system and University requirements and the timely and accurate dissemination of information to students parents campus constituents the CSU Chancellors Office and the external community. OREP provides dedicated quality outreach and recruitment programs and strategic communication to prospective students schools and community organizations and the delivery of student services that support recruitment college readiness and persistence. Programs include domestic undergraduate outreach out-of-state recruitment and campus tour programs. OREP reports to the Presidential Associate for Community Partnerships Engagement and Outreach.

DUTIES AND RESPONSIBILITIES:

Campus Visit Program Coordination and Lead Responsibilities:

• Coordinate and implement procedures for the Campus Visit Program including daily tours group visits and the welcome reception/front service desk area.
• Serve as the primary contact for on-campus entities and external agencies for specialized tours.
• Develop and implements communication processes with external tour planners and manage special tour requests.
• Provide tour reports implement post-tour surveys and analyze data for improvements.
• Oversee the Welcome Centers day-to-day operations programming and appearance.
• Liaison to various campus departments updates self-guided tour information guides and serves as the lead for student assistants.
• Prepare a training handbook for student assistants and update it annually.
• Devise tour promotion strategies conduct analyses of outcomes and ensure consistency with university branding.
• Perform administrative duties including recordkeeping correspondence and virtual experience creation such as the campuss 360 virtual campus tour software platform.

Visitor Experience Program Coordination and Development:

• Maintain the day-to-day operations of the Welcome Center including reservations from other campus departments for utilization of the space.
• Coordinate programming/presentations for the Welcome Center.
• Maintain and update the University Welcome Center equipment/visual presentation/ appearance in collaboration with campus partners.
• This position also has lead responsibility for student assistants for scheduling training and daily implementation of group and prospective tours.
• Devise program strategies and implement data collection techniques to achieve predefined program objectives.
• Conduct intricate and thorough analyses of student outcomes delivering biannual reports featuring analytical data derived from the Campus Tour program.
• Work with OREP leadership and other campus partners to determine tour routes scripts and information presentations to ensure consistency with the intended and approved messaging and branding of the University.
• Perform a variety of administrative and clerical support duties including recordkeeping fielding telephone calls from the general line receiving and directing visitors and processing information related to various tasks and projects.
• Managing the OREP social media platforms (Instagram Facebook TikTok etc.) to showcase student life.
• Study best practices from the industry to deliver excellent visitor experiences.
• Update and maintain the virtual tour platform including routine maintenance vendor correspondence and user experience enhancements Utilize CRM (Slate) to create and program tour offerings follow-up communications and run reports.

Counseling and Advising Services:

• Provide pre-admissions advising to prospective students.
• Ensure accuracy of public information and promote CPP to external audiences.
• Possess strong knowledge of CSU and CPP admissions eligibility requirements.
• Informs stakeholders about admissions eligibility requirements and selection criteria.
• Assists students with multifaceted concerns utilizing tact and sensitivity regarding personal issues such as residency status disabilities returning students under academic or administrative disqualification and financial hardship.
• Provides students with source and contact information for various departments and services on campus depending upon individual circumstances and specified needs.
• Maintains current knowledge of student services professional practices counseling theories enrollment management strategies enrollment trends both for the University and nationally and admissions policies and procedures from Title 5 of the California Code of Regulations and CSU Chancellors Office.
• Maintains familiarity with current Admissions and Outreach programs services policies procedures and future directives.
• Observes and demonstrates customer service standards and practices at all times.
• Attends and represents Cal Poly Pomona at conferences and programs.

Event Facilitation and Support:

• Assist with the planning coordination and execution of special projects and events; Provide administrative and operational support for ad hoc committees overseen by the lead and Director; Assist with ensuring efficient event logistics documentation service coordination and operations.

OREP:

• Participate in all OREP and divisional staff development staff meetings and major staff events to promote the University. Supports weekend and after hours events based on operational need and on an as needed basis.
• Conduct testing of systems utilized by OREP (e.g. Cal State Apply application Slate information/communication system etc.)
• Adhere to laws and policies established regarding computer data records accounting and personnel by the California State University Cal Poly Pomona and OREP to demonstrate sensitivity and appropriate conduct as a University employee.
• Adhere to and advises prospective students properly regarding CSU admission policies.
• Prepares and utilizes outreach reports detailing application admit enrollment trends and analyzes prospective student inquiries to determine yield strategies.

QUALIFICATIONS:

• Bachelors Degree - Equivalent to graduation from a four-year college or university in one of the behavioral sciences public or business administration or a jobrelated field. Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities shown above may be substituted for the required education on a yearforyear basis.
• Driver License Valid and in State
• Possession of these knowledge and abilities is typically demonstrated through the equivalent of two (2) years of professional experience in one of the student services program areas or in a related field; experience should give evidence of competence and indicate the potential for further growth. A masters degree in a jobrelated field may be substituted for one year of the professional experience.
• Knowledge and Abilities: Working knowledge of the practices procedures and activities of the program to which assigned; general knowledge of the methods and problems of organizational and program management. General knowledge of research and interview techniques; and of the principles of individual and group behavior. Ability to interpret and apply program rules and regulations; use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements; obtain factual and interpretative information through interviews; reason logically; collect compile analyze and evaluate data and make verbal or written presentations based on these data; advise students individually and in groups on routine matters where required; recognize multicultural multisexed and multiaged value systems and work accordingly; establish and maintain cooperative working relationships with faculty CSU administrators student organizations private and public agencies and others in committee work and student advising and community contacts; and rapidly acquire a general knowledge of the overall operation functions and programs of the campus to which assigned. Demonstrated ability to make decisions and carry through actions having implications with regard to other program or service areas Services Office.

PREFERRED QUALIFICATIONS:

• Excellent verbal and written communication skills.
• Ability to plan develop coordinate supervise and organize programs and activities.
• Ability to analyze complex situations accurately and adopt effective courses of action.
• Ability to complete assignments without detailed instructions.
• Ability to interpret and apply policies and procedures; use judgment and discretion to act when precedents do not exist.
• Ability to work independently and take initiative; resourceful in planning work assignments; attention to detail and follow-through; and experience with leading student workers.
  
  

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 CSUs mission is to prepare educated responsible individuals to contribute to Californias schools economy culture and future. As an agency of the State of California the CSUs 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 CSU 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 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 candidates conduct performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information go to the CSU Background Check Policy.

CSU Classification Salary Range

This position is part of the Academic Professionals of California (APC) bargaining unit 4. The CSU Classification Standards for this position are located on the CSU Classification Standards CSU Salary Schedule is located on the CSU Salary Schedule classification salary range for this position according to the respective skill level is: minimum$5083 and maximum$7228 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 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 to the Acceptable I-9 website.

University Driving Requirements

Positions that require driving for university business by using apersonal 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 Drivers 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.

Child Abuse/Neglect Reporting Act (CANRA)

The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. See policy at the Child Abuse/Neglect Reporting 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 Pomonas Annual Security Report and Annual Fire Safety Report are available for viewing at: and 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 . 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 Californias Proposition 209 (Art. I Section 31 of the California Constitution) other applicable state and federal anti-discrimination laws and CSUs 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 Pomonas Employment Notices web page.