Description

Student Services Support Coordinator

Overview

The Student Services Support Coordinator is responsible for providing initial assistance and advice to students seeking academic guidance. The incumbent provides proactive, student-focused, and exceptional front-line academic service, in a variety of formats. This position handles each interaction professionally, effectively, empathetically and in accordance with the University's values in regards to diversity, accessibility and inclusion.

Responsibilities

Provides a comprehensive range of frontline student-centric support including, but not limited to the following:

• Triage the nature and complexity of inquiries and determine action to be taken, advising stakeholders as appropriate;
• Interpret and apply regulations, procedures and policies for students e.g. enrollment, transfer, appeal processes, course requisites, admissions;
• Communicate decisions made by others or by policy, including denials;
• Deliver immediate support to students in distress; follow up with appropriate referrals;
• Distribute communications to appropriate audiences, which may include print, mass emails to students, staff and faculty;
• Ensure that all information posted or available for distribution to students is up-to-date;
• Respond to inquiries related to undergraduate teaching in person, over the telephone, and via email or other electronic means;
• Explains processes and monitors timelines for instructors e.g. records, illness, grade submissions, Odyssey, Crowdmark etc;
• Informs the Academic Administrative Supervisor regularly and frequently of activities and developments within their jurisdiction.
• Consults regularly and frequently with the Academic Administrative Supervisor on matters pertaining to the curricular, engagement, and retention functions of the Stratford School and on matters of a sensitive nature

Leads, executes and monitors all scheduling activities

• Manages course scheduling and classroom allocation for the Stratford School;
• Monitors the Schedule of Classes, including reserve caps, course enrolments, classroom size vs enrollment total, course time conflicts; solves problems and recommends solutions;
• Manages examination scheduling and proctoring, including Accessibility accommodations;
• Coordinates grade submissions, grade revisions, and INC processes
• Books and organizes meetings and special events related to advising e.g. advisor meetings, orientation lunch, Study Abroad sessions, onboarding events, exchange events, Co-op information sessions

Provides organizational and logistical support for the GBDA Internship and Co-op recruitment cycles at the Stratford School

• Administers and communicates/supports the processes, procedures and programs led by CECA and WatPD Office in order to facilitate the hiring of GBDA students/graduates;
• Collaborates with the appropriate CECA representatives to ensure a smooth interview experience for both students and employers, identifying and troubleshooting issues as they arise;
• Promotes student/employer communication at the Stratford School for the duration of the matching process and interview weeks;
• Manages appropriate interview space at the Stratford School and oversees required setup;
• Hosts employers at the Stratford School when appropriate

Supports the administrative responsibilities of the GBDA study abroad program

• Provides support to the Associate Director, Undergraduate, in facilitating the GBDA study abroad program through duties that include, but are not limited too;
• Planning information sessions and associated events;
• Circulating information provided by the Student Success Office, and applicable partners

Qualifications

• Undergraduate degree or combination of equivalent education and experience
• Administrative experience in an academic setting is preferred
• 1-2 years of experience a front-line customer service facing role
• Client Service
  • Ability to respond to customer needs in a timely, professional, helpful and courteous manner regardless of customer attitude
  • Ability to meet and communicate service standards, and track client satisfaction
  • Ability to deliver denial messages to customers on a regular basis
  • Ability to provide crisis support to customers
• Teamwork and Relationship Building
  • Resolve conflict actively and constructively, engaging in difficult conversations to find collaborative solutions
  • Excellent human relation skills including the ability to develop and maintain constructive relationships with individuals in academic positions
• Communication
  • Proven business-appropriate oral and written communications skills
  • Use multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail)
  • Maintains confidentiality and demonstrates a sensitivity to diversity
• Managing Change
  • Able to adapt to change and champion change efforts
  • Demonstrated ability to foresee impact of change and determine what adjustments may be necessary
  • Demonstrated ability to use technological solutions to improve processes and communication
• Problem Solving
  • Able to approach a complex task by breaking it down into component parts, and to use technology to assist breakdown and tracking
  • Demonstrated creative and critical thinking skills to explore, make connections, and discover knowledge
  • Well-developed analytic and research skills
• Planning and Organization
  • Ability to take ownership for projects of duration of several months; use good independent judgment when priorities are challenged
  • Ability to make reasonable estimates of resource needs to complete projects
  • Uses sound methods to plan, track and report work
• Other
  • Maintain a clear Police Vulnerable Sector Check

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at or , ext