Job Summary

Working under general supervision, the Passport Office Coordinator reports to the Vice Provost for Academic Innovation & Institutional Effectiveness (AIIE) with work lead from the Projects and Program Analyst. The Passport Office Coordinator plays a critical role in the daily administration and coordination of the SJSU Passport Acceptance Facility. This position ensures compliance with U.S. Department of State regulations, university policies, and best practices for passport processing. The incumbent is responsible for managing passport application intake, maintaining records, assisting with financial transactions, and supporting customer service functions. The position also supports marketing and outreach efforts, process improvement initiatives, and financial reconciliation activities. The Passport Office Coordinator provides leadership in training, scheduling, and work lead student assistants while ensuring a high level of customer service for applicants. This role is essential in fostering a friendly, professional, and efficient environment in the SJSU Passport Acceptance Facility.

Key Responsibilities

• Oversees student assistants (Passport Agents), including supporting hiring, training, scheduling, and performance monitoring
• Ensures smooth workflow, proper break/lunch scheduling, and adherence to policies
• Identifies operational efficiencies and recommends improvements to enhance customer experience
• Oversees the SJSU Passport Office website and ensures that content aligns with U.S. Department of State guidelines
• Works with IT and administrative teams to update technology solutions, such as online appointment scheduling and digital recordkeeping
• Aid in hiring, onboarding, and training of student employees, ensuring they adhere to federal policies and customer service standards
• Supports scheduling, workflow distribution, and performance monitoring of student employees

Knowledge, Skills & Abilities

•  Strong accuracy in processing passport applications and handling sensitive information
• Excellent communication skills to interact professionally with applicants and stakeholders
• Experience with Microsoft and Google Office Suites, financial tracking systems, and online appointment scheduling tools
• Ability to train and supervise student assistants, ensuring compliance with regulations
• Ability to coordinate workflow, set priorities, and manage multiple tasks effectively
• Maintain the security and confidentiality of passport applications and financial data

Ability to interact professionally with diverse populations, ensuring equitable service

• Ability to deal with public and defuse situations with difficult customers

Required Qualifications

• Completion of a high school program, technical/vocational program, or their equivalents combined
• Three years of related office work experience
• Must be a United States Citizen (Required to become a passport acceptance agent)

Preferred Qualifications

• Bachelor’s degree
• Experience working in a university setting, demonstrating a deep understanding of the university infrastructure, policies, and procedures.
• Proven ability to interpret and independently apply policies and procedures independently.
• Experience analyzing operational and procedural problems, developing solutions, and evaluating their effectiveness. 
• Demonstrated experience working with government regulations and policies, with the ability to effectively explain to student employees, staff, and the general public.
• Demonstrated excellent organizational skills and interpersonal communication skills.
• Proficiency in a second language is highly preferred

Compensation

Classification: Administrative Support Coordinator II
Anticipated Hiring Range: $4,792/month - $5,179/month
CSU Salary Range: $4,058/month - $6,653/month

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

• Resume
• Letter of Interest

All applicants must apply within the specified application period: May 23, 2025, through June 8, 2025. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel
jobs@sjsu.edu
408-924-2252

CSU Vaccination Policy

The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to jobs@sjsu.edu.

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)

All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification: 

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at clerycompliance@sjsu.edu.

Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf. The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at uhs-frontdesk@sjsu.edu.

Equal Employment Statement

San José State University (SJSU) is an Equal Opportunity employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).