This story originally appeared in the fall 2024 edition of alumnecc, the alumni magazine of Northern Essex Community College.

45,000. That’s how many hours- give or take- the women behind the Welcome Express desk on the Lawrence Campus have spent working together. They’ve celebrated milestones, helped each other through tough times, and become a family. But most importantly, they’ve welcomed thousands of students into the Northern Essex family.

“That personal touch is important to them,” said Ilia Colon ’11, the newest member of the team who has been at NECC for 25 years.

She joined Elizabeth Mercardo ’95, ’09 and Paula Pancorbo ’06, ’12 as an enrollment services specialist in 2003, though her connection to the college goes back much further than that.

“I first came to the college in 1995 to get my medical transcription certification,” she recalled. “I was working in a building across the street as a property manager. I had my kids young, and I was a single mother, so I was thinking about them.”

After earning her certificate, she returned to Puerto Rico, where she was born and where many of her family members still lived. A year later, she was back in Lawrence, and ready to continue her journey at NECC.

She first took a work-study role in the health program and then became an administrative assistant for the English for Speakers of Other Languages (ESOL) program in 1999. Three and a half years later, she learned about the full-time opening with Enrollment Services. The hiring manager called Colon’s supervisor for a reference, which must have been glowing because she was hired on the spot.
“It all started in this building,” she said of the Dimitry Building at 45 Franklin Street. Colon went on to earn an associate in arts: general studies degree from NECC in 2011.

Mercado had a similar experience. She received an associate degree in administrative management: travel/tourism in 1995. After an internship at Logan Airport and a short time working for the Merrimack Valley Regional Transit Authority, she saw an ad in the paper for the enrollment position at NECC and decided to apply.

“I was the last one to get interviewed and I was really hoping for this great opportunity. When I was hired, it was a dream come true. As a student, I always had that vision of one day helping other students accomplish their goals.”

That fateful day was 28 years ago. Though some of the mechanics have changed – no more paper applications, for example – the essence of the role remains the same.

“We do it all! We connect them to financial aid, we refer them to services, we’re recruiting,” Colon remarked. “But most of all, we’re a personal connection for them. Some really want and need that interaction; they don’t want to do everything online.”

Colon recalled the time a mom came in with her daughter. The daughter wasn’t sold on the idea of enrolling, but after a short talk with Colon, she decided to give it a try.

“I just told her ‘You have a lot of opportunities. My mother never told me to go to college.’ The mom came back and thanked me and said, ‘I don’t know what you did to change her mind!’ We do that all the time for our students. We want to go the extra mile.”

Mercado said it’s especially helpful that the enrollment staff in Lawrence are bilingual.

“Often, we’re talking to the student in English and then we’re translating it into Spanish for the parents. And we’re happy to do that because it’s what makes the process easier for them.”

Many of those students who benefited from that extra attention are now paying it forward.

“One of the things I love about my job is that we see the students, and then we see them come back with their children. That is – wow – I love it. We had one just today! It happens all the time, almost every day,” said Mercado.

Both women said they are reminded every day that welcoming students isn’t just a job; it’s an opportunity to change lives.

“I love working here, I love to work with the people,” reflected Colon. “I love to see people succeed.”