Managed end-to-end delivery of the International Student Relief Fund, from application receipt through to final review and decision, supervised call desk team, and reported outcomes across directorates. Coordinated onboarding of ~1350 students ensuring government COVID-19 travel restrictions are honored, while evolving program from purely compliance to a Carleton first-contact engagement opportunity. Managed internal communications from the daily pulse and escalations through to summary reporting and KPIs. Recognized policy shifts impacting program and re-mapped process/governance to accommodate, maintained records, and updated Carleton’s website to reflect latest direction.

Designed, implemented, and oversaw engagement activities for over 200 mentors and 800 first-year students, while reshaping the program during COVID-19. Trained mentors on how to perform their role, especially related to boundaries, resources, suicide awareness, confidentiality, privacy, support, and escalation path. Fed continuous improvement and KPIs through analysis and reporting to staff on uptake by faculty, mentor and mentee feedback, and results. Despite COVID and displacement to online engagements, positive improvement was experienced across almost all KPIs.

Continued to champion the Campus to Community (C2C) program with partners and students alike, securing engagements, managing delivery, while motivating and mentoring teams of student volunteers. Refactored both the C2C and Alternative Spring Break (ASB) programs following COVID-19, requiring we pivot our delivery model and service offerings. Evolved programs from 1-off volunteer days to year-long learning opportunities and commitments. ASB on-site visits to Guatemala communities were refactored into virtual online “storytelling” sessions to share experiences.

Developed the Marketing and Communications (MARCOM) plan for both the Campus to Community (C2C) and Alternative Spring Break (ASB) programs, in alignment with each program’s strategic direction – while continuing to plan and volunteer in both initiatives. Led summer orientation activities aimed at educating both parents and students around what we offer, what to expect, safety measures, privacy policy, and other aspects of campus life.

Drove a 38% increase in community engagements from 375 in the prior year to 520, cementing an expanded base of community partners while strengthening a program of strategic importance to Carleton. Formulated and implemented new strategies to improve the Campus to Community program, increasing program effectiveness and building stronger relationships with partners. Led and motivated teams of volunteer groups in community engagements, providing partners with a positive outcome while enhancing student knowledge of their community and its pressing needs.

Managed back-office logistics required to sustain the Campus to Community program, setting up team leaders and volunteers for success by ensuring the events were well-organized, resource packages prepared, engagements confirmed, and everyone aware of their role. Performed analysis on overall program engagement, feeding Key Performance Indicators (KPIs) and management reporting aimed at determining areas of future focus. Learned the full breadth of the program, positioning for the next role that focused on front-line engagement and program uplift.

Performed a wide variety of front-desk office support tasks including management of credit and debit card transactions.