Admissions Counselor

Palo Alto University (PAU) is a private, nonprofit university located in the heart of Silicon Valley with a singular focus on mental and behavioral health education. For five decades, PAU has been dedicated to addressing pressing and emerging challenges affecting individuals, organizations, and communities, preparing practitioners and scholars to meet the evolving needs of contemporary society. With an enrollment of approximately 1,200 graduate students and a small cohort of undergraduate students, the University offers a comprehensive portfolio of bachelor’s, master’s, doctoral, and professional programs delivered through innovative online, hybrid, and residential modalities.

PAU is distinguished by faculty who are nationally and internationally recognized for their contributions to research, teaching, and clinical practice. Through rigorous academic preparation, applied research, and extensive hands-on clinical training, PAU equips students with the knowledge, skills, and professional judgment required for meaningful impact in the behavioral health fields. Together, these elements define PAU’s mission-driven approach to education and its legacy of preparing confident, competent, and compassionate professionals who make a difference in the communities they serve.

Department: Office of Admissions
Reports to: Director of Admissions
Location: Palo Alto, CA and Mountain View, CA
Salary Range: $70k - $72k (40hrs/week)

About The Office Of Admissions

The Office of Admissions manages a comprehensive admissions program for all PAU degree programs. Admissions team members aim to be both professional and approachable and maintain the highest standards for access, equity, and transparency in all aspects of our work. The Office of Admissions recognizes that students can take many paths to PAU and seeks to recruit and enroll those students who would thrive in our programs, regardless of background.

Job Summary

This Admissions Counselor has primary responsibility for engaging with, supporting, and encouraging prospective bachelor’s, master’s, and/or PhD students through the admissions process. This role is a vital part of the Office of Admissions, directly contributing to the enrollment goals of the University. As an Admissions Counselor, you'll become a subject matter expert in admissions requirements, assisting the University in meeting enrollment goals in an ethical manner focused on student fit and well-being. You'll represent the University to prospective students, providing responsive, professional, and warmly supportive guidance. This role involves participating in student recruitment, conducting outbound outreach, responding to student inquiries, and meeting with students to assist them in navigating the enrollment process.

Key Responsibilities

Program Expertise: Become a subject matter expert on the Palo Alto University programs, including curriculum, admissions requirements, and career opportunities.

Prospective Student Engagement: Actively engage with prospective students, providing comprehensive support and encouragement throughout their admissions journey.

CRM Management & Outreach: Manage and respond to student inquiries via email, phone, live chat, Zoom, and in-person, providing excellent customer service and prompt responses. Heavy use of HubSpot (our CRM) to pull reports, manage lists of contacts, conduct outbound outreach, log all conversations, and provide real-time virtual counseling support through the platform's live chat functionality.

Admissions Office Staffing: Welcome and help direct visiting prospects, assist in the upkeep of the admissions office and student welcome areas, and answer questions.

Counseling: Provide one-on-one counseling appointments and support to prospective students to assess their fit for the program and assist them in completing applications and troubleshooting any issues.

Multi-Program Support: Provide backup coverage and support for other PAU degree programs as needed, developing familiarity with additional program requirements and assisting with overflow inquiries and applications.

Recruitment Support: Support recruitment efforts, including participating in recruitment events and webinars.

Enrollment Conversion: Work closely with prospective students to encourage the submission of their application and registration.

Data and Reporting: Assist the team in admissions reporting and forecasting by providing insights into program applicant pipelines. Ensure excellent quality control within the admissions process, including keeping careful notes regarding communications with and about students within HubSpot.

Policy Adherence: Clearly understand and apply University admissions policies and procedures fairly and consistently, seeking clarification when unsure.

Collaboration: Collaborate closely with the admissions team to ensure a "warm handoff" for applicants once their application is submitted.

Confidentiality: Ensure the confidentiality of student records in compliance with the Family Educational Rights and Privacy Act (FERPA).

Minimum Requirements

• 1-3 years of experience in admissions/enrollment preferably with experience in graduate programs or customer service
• Experience with social work, counseling, or related fields is preferred
• Must have reliable transportation

No Discrimination: The University is an equal opportunity employer and is firmly committed to non-discrimination in its hiring and other employment practices and in the application of its personnel policies. In compliance with all applicable federal and state laws, except where a bona fide occupational qualification exists, employment decisions will be made irrespective of the staff member's backgrounds of race, color, religion, religious creed, ancestry, national origin, age (except for minors), sex, marital status, citizenship status, military service status, sexual orientation, medical condition (cancer-related or genetic condition), disability and/or any another status protected by law.

As provided by law, and when it is requested to do so, the University will offer reasonable accommodations to individuals with disabilities, if the individual is otherwise qualified to safely and to the University standards of quality of work, perform all essential functions of the position and if it will be done without undue hardship to the University.

PAU has a high-quality work environment that attracts and welcomes a diversity of backgrounds of its employees. In your application or in a cover letter, please include information on how your background and experience has prepared you to work at a high level of quality of work with co-workers from a variety of different backgrounds.