Student Information and Program Assistant

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Note: Applications will be accepted until 11:59 PM on the Posting End Date.

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At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description Summary

Go Global, a systems-wide program, provides international learning opportunities for UBC and partner university students. UBC undergraduate and graduate students have the opportunity to study and take part in research, co-curricular, faculty led global seminars, and other short-term conferences and programs around the world, and learn from incoming students attending UBC as exchange and visiting research students. Working with UBC academic programs, Go Global creates partnerships with post-secondary organizations, non-government agencies and communities to provide these opportunities.
The Student Information and Program Assistant independently provides high-level program and administrative support across the planning and delivery of multiple Go Global programs. The incumbent advises, guides and supports current and prospective students and resolves complex queries from students, faculty, staff, partner universities, community organizations, and visitors to the unit. The Student Information and Program Assistant is an integral member of a five-person support staff team.
Normal reception office environment with heavy walk-in traffic. Volume increases during specific times of the year. In addition to the reception area, a shared project workspace is provided, where staff focus on their project specific work.
Some evening and weekend work may be required for special events or during peak periods.

Organizational Status

The Student Information and Program Assistant is a member of the Go Global: International Learning Programs unit under the Vice-Provost, International. The incumbent interacts closely with UBC faculty, UBC students and students from partner universities, departmental staff, VP International, Enrolment Services and VP Students staff at both campuses as well as student mobility and academic staff at partner universities.

Work Performed

Frontline Advising
- Composes and responds to lengthy and complex in-person, written, telephone and email correspondence with students, UBC units, and faculties. Information relayed requires extensive knowledge of UBC s international learning programs and policies, Faculties, Enrolment Services, and student services at UBC (e.g. financial aid, awards, academic advising, enrollment services, counselling, career, health, disability resources, orientation, leadership and involvement opportunities, housing, athletics, U-Pass, iMed, etc.)
- Interprets and applies information, procedures and regulations related to partner universities and UBC departments and faculties.
- Refers only the most complex inquiries, after first having researched the issue to see if it can be resolved at the first point of contact. Identifies emergency/critical situations and initiates an urgent response.
- Supports and co-facilitates group advising and webinars for students going abroad and coming to Canada
- Advises newly-admitted international exchange and Visiting International Research students on registration, fees, and insurance, and supports students in managing their own registration and fee payment transactions with the University.
- Collates students offer letters and registration packages, distributes them, and records details on the student s record. Runs reports and liaises with partner universities to identify missing documents or duplicates.
- Provides students with updates on the status of their application, accurately interpreting missing or unacceptable materials, logs documents received and relays them to the Go Global Advisors and Enrolment Services, adhering to appropriate protocols for handling transcripts and other records. Encourages students to complete their applications in a timely manner.
- Communicates information accurately and sensitively, while preserving protocols around Freedom of Information and Privacy regulations.
- Assists students as they complete their Gateway application and resolves technical difficulties with Campus Wide Log-in, the Student Services Centre and other aspects of the University s web-based information services.
- Provides information and guidance on student recruitment to international learning programs, admissions, records, transfer credit and exchange opportunities.
- Exercises good judgment, works sensitively with individual circumstances and communicates accurately with a highly diverse population. Works effectively with non-native speakers of English.

Administration and Program Support
- Identifies processes and systems that require improvement, map current and re-design processes, and makes recommendations for changes in order to improve service.
- Monitors, reconciles and investigates fees, such as the Go Global, Visiting International Research and Global Seminar program fees.
- Provides independent support to M&P staff on specific administrative aspects of program or service work.
- Provides logistical and promotional support for events and programs including developing and maintaining print- and web-based promotion of events of interest to students.
- Responds to inquiries, approves bookings according to agreed-upon guidelines, manages all information about building and equipment usage and maintenance, serves as primary liaison with user groups and student assistants.
- Provides administrative support including filing, data entry, file management, document and data transfers, mail merges, registration processing, etc.
- Orders, tracks, and sends UBC and partner transcripts, while ensuring the Transfer Credit Portal is kept up-to-date.
- Updates international learning program database and maintains and develops record keeping systems for office processes including student and partner files.
- Registers UBC and incoming students in UBC and exchange courses as required. Creates new exchange codes as required.
- Provides effective monthly reporting on various functions of Go Global including statistical reporting for Go Global, other units, partners, and UBC faculty as needed.
- Processes all incoming and outgoing mail, courier packages and organizes mail outs.
- Provides administrative support to the Student Safety Abroad Registry and Go Global Safety team in helping UBC students manage risks while abroad.
- Prepares, maintains and distributes marketing and recruitment materials.
- Schedules and arranges appointments, special events, and large meetings i.e. books rooms, arranges catering, invites and confirms attendees etc.
- Supports events, receptions, pre-departure seminars, webinars, information sessions, and campus visits both on and off-campus and across the wider Office of the Vice-Provost, International.
- Supports the administration of the Student Ambassador program that connects students studying at UBC on exchange with the broader community of UBC students.
- Researches and recommends experiential learning opportunities to support the student experience.
- Supports events that connect current exchange students with the broader UBC student community.
- Provides administrative assistance in the coordination of training sessions and recruitment activities (including group interviews) for various Go Global programs.

Other duties may include:
- Course schedule specialist for international learning programs.
- Track and reconcile Go Global client, partner, finance and HR records and identifies discrepancies.
- Acts as safety representative for Go Global at Joint Occupational Health and Safety Committees (JOHSC) etc.
- Monitor office supplies inventory, reordering supplies such as stationery, toner, paper, etc., as needed.
- Provide back-up to other Student Information and Program Assistants as required.
- Participate in the selection, hiring, and supervision of staff, student assistants, and peer to peer program volunteers (on a rotating basis); participates in the training of same.
- Perform other duties as required.

Consequence of Error/Judgement

Incumbent will be required to deal with unique situations requiring sound judgement, knowledge of and sensitivity to intercultural and international issues. Decisions require thorough knowledge of the guidelines, procedures and regulations and the ability to interpret and apply them to the work unit. All information must be accurate and provided in a respectful, timely and supportive way. Failure to provide service that meets these standards prevent students from successfully seeking experience internationally, could impact a students ability to remain in Canada legally or access health care, could compromise the relationship of Go Global with the community and partner constituents or have a negative impact on both the public image of UBC, both locally and internationally, and internationalization goals of the unit and University.

Supervision Received

The Student Information and Program Assistant works independently with minimal supervision. The incumbent will receive specific instructions on new projects. Consults with supervisor on matters which depart radically from established policy or procedures. Expected to actively prioritize a portfolio of programs and a variety of tasks while utilizing judgement to problem solve solutions to complex problems.

Supervision Given

Formally trains new staff on work procedures, and supervises and supports up to five student staff throughout the year, including training on procedures, policies, and workflow management to ensure that accuracy and quality are maintained. Has input into student or staff selection and performance evaluation of student workers.

Minimum Qualifications

High School graduation, plus one year of post-secondary education, plus three years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one's own
- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

- University degree preferred.

- Excellent computer skills and willingness to learn to use new systems. Ability to use the entire Microsoft Office suite, databases and other office applications at a high-level. Experience with complex university systems including the UBC Student Information System, Canvas, Qualtrics, and online advising management system OAMS is preferred.

- Knowledge of international education and issues facing both international and domestic students.

- Effective oral and written communication, public service and organizational skills.

- Ability to exercise tact and discretion when handling sensitive and/or confidential matters.

- Knowledgeable about how to communicate within a highly diverse environment and able to use varied communication techniques to provide effective and responsive support to individuals, particularly students, from varied cultural backgrounds.

- Excellent interpersonal skills.

- Ability to use initiative, interpretation, and/or ingenuity to identify potential or actual problems, investigate causes, and resolve problems.

- Ability to prioritize work and to meet deadlines.

- Proven ability to maintain accuracy and attention to detail.

- Ability to work independently and as a member of a team.

- Experience or training in intercultural communication.

- Knowledge of Freedom of Information and Protection of Privacy Act FIPPA.

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.