26 Dec
The University of Calgary
Calgary
Description
The Dean's Office - Grad Studies within the Faculty of Graduate Studies is currently seeking a Full-time Regular Coordinator, Office of the Associate Deans (Student Experience).
The University of Calgary is a research-intensive university with a focus on graduate education. Currently there are approximately 8,000 registered graduate students across 70+ programs; more than 35% are international. The Faculty of Graduate Studies (FGS) is the faculty of registration for all graduate students and is accountable for administration and support of graduate student affairs.
This position has day-to-day accountability to and guidance from the Associate Deans, Student Experience (ADs) while reporting to the Manager,
Graduate Student and Program Support. The Coordinator provides day-to-day support for the ADs and ensures all activities of the unit are effectively coordinated, actioned, and tracked. This includes triaging incoming inquiries from students, supervisors, and Graduate Program Directors; coordinating case assignment; follow up and documentation; scheduling meetings, and drafting and sending correspondence. The incumbent is accountable for coordinating and tracking graduate student academic misconduct and standing processes, as well as coordinating the graduate student appeal process for the Faculty of Graduate Studies.
The Coordinator handles multiple conflicting and shifting priorities while working within the framework of the University of Calgary policies and procedures, as well as the cyclical nature of graduate student activity. This position interacts extensively with colleagues in the Faculty of Graduate Studies, the University Secretariat office, and many other units across the institution, including leaders, staff,
and supervisors in graduate programs. The Coordinator requires strong interpersonal skills and well-developed written and verbal communication skills, as well as a high degree of initiative and problem-solving capacity.
The Coordinator deals with confidential materials, and requires the ability to exercise considerable discretion, judgement, and independent decision making concerning the effective management of information. The ability to work within the provisions of FOIP as it pertains to student information, as well as with a high degree of confidentiality is critical to the success of this position. The quality, ethics, integrity, and accuracy of the information offered, and materials produced by this position, are critical to the Faculty of Graduate Studies.
Inappropriate or inaccurate statements may seriously affect the image and reputation of individuals, the Faculty and of the University as a whole.
This position is part of the AUPE bargaining unit and works primarily in-person on main campus for 35 hours a week, Monday to Friday.
The Coordinator's key purpose is to support the Associate Deans (Student Experience) in coordinating and delivering all activities of the office in a timely, effective and efficient manner, so that graduate students and other stakeholders are consistently provided with high quality information, advice, and service.
The Coordinator has the following areas of accountability:
Day-to-day administrative support for the ADs, including managing the adstudents inbox, scheduling meetings, and drafting correspondence.
Case coordination,
including triaging, assignment, tracking, documenting, and prompting follow up actions as required. Gathering student information from PeopleSoft and other sources as needed to support case progression.
Coordinating and tracking graduate academic misconduct and standing processes, as well as coordinating the graduate student appeal process for the Faculty of Graduate Studies.
Providing support and coverage for the Graduate Student Services team on a back-up basis as needed.
The Coordinator develops, recommends, and initiates changes to procedures or practices within the unit.
The incumbent must demonstrate respect and consideration for others and display discretion and diplomacy; support decisions and initiatives; respect diversity; cooperate with others to achieve a common goal; have the confidence to appropriately express opinions on work-related issues and communicate with leaders when challenges and issues arise; and work effectively with limited supervision including being comfortable and skilled at making discretionary decisions.
Summary of Key Responsibilities (job functions include but are not limited to):
- This position works very closely with the Associate Deans (Student Experience) to ensure they are well supported and the activities of the office are coordinated effectively.
- The Coordinator also works in close collaboration with the Manager, Student & Program Support, the Team Lead, Student Services, and the Academic & International Specialists to ensure student service and support activities progress in a coordinated fashion across the FGS team.
- Manage the adstudents inbox, including responding, referring, triaging and assigning to ADs as appropriate based on the nature of the request and current workloads.
- Manage the grad.advisor inbox in collaboration with the Team Lead, Student Services and the Academic & International Specialists, including responding, referring, triaging and assigning to advisors as appropriate based on the nature of the request and current workloads.
- Schedule meetings for the ADs. Support with meeting preparation, including gathering student information, drafting agendas, preparing correspondence. Support meeting follow up, including meeting notes, documentation, correspondence and managing follow up actions.
- Coordinate student cases, including triaging, assignment, tracking, documenting,
and prompting follow up actions as required. Gather student information from PeopleSoft and other sources as needed to support case progression.
- Coordinate and track graduate academic misconduct and standing processes, including drafting and sending out required correspondence and tracking meetings and follow up.
- Coordinate the graduate student appeal process for the Faculty of Graduate Studies.
- Aid in the creation of letters and communication for Academic based issues involving students.
- Assist with tracking all activities of the office, developing reports, and analyzing progress and outcomes.
- Provide leadership and support for weekly Student Team meetings. Support scheduling, prompt attendees for agenda items, proactively identify cases and activities that require discussion,
document outcomes and action items; prompt and/or complete actions.
- Develop, implement and maintain a proactive case/action log to ensure all cases and activities are tracked and there are prompts and reminders for follow up items.
- Support the supervisory renewal process as required.
- Support the preparation and delivery of workshops and events, including regular student-supervisor workshops and graduate student success workshops.
- Develop, maintain, and update relevant documentation on the FGS SharePoint site to assist with consistency, information sharing, and process improvement.
- Track volume of services provided and monitor response times; report regularly on service delivery. Implement process improvements as required to decrease response times.
- Understand archive retention rules for student files and documentation. Ensure daily files, records and important documents are correctly filed, labeled and stored.
- Assist with Student Services general tasks as required.
- Contribute to a responsive, positive, collaborative and student-focused team culture.
- Provide support and coverage for the Graduate Student Services team on a back-up basis as needed.
Qualifications / Requirements:
- Post-secondary education: a Bachelor's degree is required, education at the graduate level is strongly preferred.
- 3-5 years of related experience providing administration services and customer support in a high volume post-secondary education environment. Experience working with senior leaders is an asset, as is experience with graduate student support processes.
- Knowledge of University of Calgary structure and processes related to graduate student services and administration is strongly preferred. Knowledge and experience with academic misconduct, standing, and appeals processes is an asset.
- Experience in information management and case management is strongly preferred. Must be able to organize, document, and monitor progress, and report on outcomes.
- Demonstrated excellence in inter-personal skills, as well as strong written and verbal communication skills.
- Ability to work with accuracy in a fast-paced, multi-functional environment focused on excellent customer service to diverse internal and external stakeholders is required. Must be able to manage multiple changing priorities while still maintaining and meeting deadlines.
- High level of organization with the ability to focus on details and complete tasks efficiently. Ability to assess project and task status quickly and accurately in order to redirect, problem solve when backlogs or issues arise.
- Must be results-oriented, and eager to identify areas for improvement and potential solutions in services.
- The ability to manage one's own workload to minimize stress, maintain wellness and model desired work behaviors is required.
- Excellent working knowledge of Microsoft Office is required. Excellent working knowledge of the University of Calgary Student Information System (PeopleSoft Campus Solutions), and the Synergize Electronic Document Management System (EDMS) is essential.
- Ability to embrace change and new technologies and be an innovative service provider, problem solver and empathetic team member is required.
- Experience and comfort with leveraging technology related to student services and administration is required to deliver high caliber services and to streamline processes as required.
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