Presenter Bio - Emily Schlittenhart
Emily Schlittenhart is the current Director of Enrollment Management overseeing Enrollment and Student Services for Northern Arizona University’s (NAU) main Flagstaff Campus.
She oversees the one-stop shops that staff the frontline representatives servicing walk-ins and phone calls for the following functional areas: Scholarships and Financial Aid, University Admissions, Student Accounts, and the Registrar. The one-stops employ up to 100 student workers who serve as the first point of contact for students, families, and the NAU community and they manage both walk-ins and phone calls. Emily has supervised and trained thousands of student employees during her tenure and has built training plans on knowledge based, de-escalation, and customer service etiquette. Emily also helped spearhead for the NAU’s Covid-19 information center, the non-medical call line that answered operational questions surrounding Covid protocols at the institution. This center was staffed by both student workers and professional staff. Emily has been in Enrollment Management for over eight years and before that worked in academic advising, student affairs mentoring, and disability resources. She recently received her Doctor of Education in Educational Leadership from NAU and focused her research on describing how the financial aid verification process can affect how Pell Grant-eligible, first-generation college students navigate their initial transition to the university.