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Support Services Officer

3 months ago

Kitchener, Ontario, Canada Conestoga College Full time
Requisition Details

Job Title:

Support Services Officer

Requisition #:

23-410R2

Campus:

Doon

Department:

School of Workforce Development

Payband:

F

Starting Rate:

$28.56

Payband Range:

$ $33.11

Hours/Week:

37.5

Posting Date:

Wednesday, May 31, 2023

Closing Date:

Wednesday, June 7, 2023 at 11:59 PM EST

Vacancy Type:

Support Staff - Full-time

Support Staff Full-time Replacement Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)


The Support Services Officer provides a variety of complex time sensitive administrative support for Workforce Development (WFD) & Continuing Education (CE) activities (including OntarioLearn (OL), Ed2Go and school-specific CE courses), online and at multiple campuses.

The incumbent provides high quality, confidential customer service to internal and external stakeholders including faculty, prospective students, students, service providers, employers, professional associations, accreditation bodies, funding agencies, consortiums, program advisory committees (PACs) in person, phone and on-line.

The incumbent will participate in outreach and provide support for quality initiatives and marketing to promote programs and certifications for the department.

Hours of work will require some evening, weekend, and off campus activities.

Responsibilities:

Inquiry Support

  • Managing interventions with learners, faculty and instructors ranging from the status of marks to eligibility for courses and/or programs
  • Resolving questions related to textbook availability, course outline availability, registration and graduation requirements
  • Communicating with faculty/students on schedule changes/logistics as necessary and monitoring contracts, outstanding invoices and other documentation
  • Assisting students with the navigation and processing of requests for exemptions and/or equivalencies
  • Determine eligibility for student refund requests, force enrolments and late enrolments that are past policy deadline
  • Using judgement and discretion in dealing with immediate and urgent issues, referring unusual problems and situations to the Manager
  • Working collaboratively with other support staff within the team to ensure student needs are met, including providing backup for Workforce Development, Continuing Education, and Online Learning staff as directed

Semester Start-up

  • Coordinating preregistration activities related to program/courses acceptance, such as Better Jobs Ontario (Second Career), WSIB, Ontario Job Grants and online academic upgrading (ACE)
  • Setting annual and semesterbased delivery dates, times, locations, ordering student supplies/textbooks/learning packages, booking rooms/labs
  • Tracking and submitting registration, withdrawals, and transfers to WFD & CE programs and courses and maintaining daily registration records
  • Contacting potential faculty members to coordinate interview schedules for recruitment and hiring
  • Ensuring delivery schedules meet faculty and student needs
  • Facilitating orientation sessions for new faculty
  • Collaborating with professional associations and Marketing to prepare/develop/ print/distribute promotional material including flyers to advertise programs, courses, and workshops offered through various delivery methods
  • Reviewing course alternatives, forecasting program changes, and adapting program designs to ensure alternative options for graduating students
  • Liaising with various professional associations and designating bodies to ensure correct content and courses are loaded within Conestoga's programs
  • Ensuring information is transferred between external stakeholders' online Portals and the Conestoga College Portal in order to support registration, grade or course appeals, or to gather data on new courses, exams, etexts or other coordination between host and registering colleges
  • Identifying potential programming impacts when programs/courses are implemented or cancelled, working to identify affected students and provide alternative options

Logistical Support

  • Coordinating the assignment of faculty to update course outlines and instructional plans
  • Assessing completed course outlines and inputting updates into employee portal ensuring compliance with curriculum standards and program/course outcomes
  • Providing technical support for basic eConestoga, OntarioLearn and/or ed2go troubleshooting for faculty, employee portal, time reporting, AODA, and copyright compliance standards
  • Communicating with the Credit Transfer Office to ensure accurate information and documentation is being shared with regards to student exemption requests
  • Coordinating PLAR (Prior Learning Assessment and Recognition) requests with part and fulltime faculty, Credit Transfer Office, and students

Program Administration

  • Liaising with professional associatio