Sr. Program Assistant

Staff - UnionJob CategoryCUPE 2950Job ProfileCUPE 2950 Salaried - Sr Program Asst-Gen (Gr8)Job TitleSr. Program Assistant - CESDDepartmentEquity, Diversity, Inclusion and Intercultural Programs | Career and Professional Programs | Extended LearningCompensation Range$4, $5,102.00 CAD MonthlyPosting End DateSeptember 4, 2024

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

Job End Date

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 SUMMARY

UBC Extended Learning (ExL) brings UBC excellence in academics, teaching, and research to UBC communities through flexible, innovative, and accessible learning opportunities. ExL welcomes thousands of learners from all over the world annually and supports UBC faculties to create and deliver programming that meets the career and personal needs of UBC communities while strengthening UBC's contribution to society, industry, and government.

The primary function of this role is to provide complex coordination and support for set-up, delivery, and logistics for online and in-person courses for adult learners in a cost recovery setting; this includes support for instructors and learners, as well as for temporary support staff and student employees. The main functions of this role include administering support for ExL classes online and at UBC Robson Square, principally for the Centre for Equitable Systems Design's (CESD), intercultural, equity, diversity, inclusion (EDI), and anti-racism programs; coordinating complex and significant scheduling of classes; developing useful promotional tools and strategies for programs, assisting with recruitment of new instructors, advising learners on program and course selection, coordinating online learners and instructors, troubleshooting and streamlining online course delivery and corresponding with learners and instructors across several program areas. The incumbent takes independent initiative to ensure effective day- to-day delivery of ExL programming and works with a view to streamline and improve processes.

ORGANIZATIONAL STATUS

This position reports to Program Leader on all program related matters. Works independently under broad direction. Works closely with ExL staff, Student Services, course facilitators/instructors and course moderators, as well as with Robson Square Central staff.

WORK PERFORMED

Program Administration

• Performs duties related to supporting the development and operation of ExL with a focus on administering and coordinating programming delivered in online course sections and at UBC Robson Square. Interprets guidelines, policies and procedures pertaining to ExL, UBC, and Robson Square for learner, instructor and staff inquiries of a non-routine and routine nature.

Student Support

• Reviews incoming program applications for completeness and accuracy, ensuring program policies and academic regulations are established and enforced to maintain the integrity of the program and following up with students when necessary.
• Responds to student inquiries, advises on course selection and maintains learner records in the Student Registration System (Destiny One).
• Trouble-shoots challenging student and instructor concerns and refers to Program Leader when necessary.

Instructor Support

• Assists with the recruitment of instructors and assistants by performing duties such as scheduling interviews, negotiating and preparing contracts for facilitators, instructors and course moderators, in consultation with the Program Leader. Collects new hire CWLs, requests UBC email addresses, prepares any online LMS credentials and workspaces (shells, modules and course permissions) and oversees instructor integration into existing program processes and systems. Makes sure instructor contact information remains updated and accurate.
• Trains new staff and temporary staff as required.
• Acts as a liaison between the instructors and Program Leader, checking on instructor availability and ensuring instructors' materials are current and respectful of UBC's copyright fair use policy. Advises instructors on standards for course materials, invoicing, payment, general policies and procedures.
• Provides information of a complex nature to instructors, learners and other UBC employees.
• Tracks instructor teaching hours and prepares payment spreadsheets and other payment documents for instructor teaching; tracks changes in teaching hours because of substitutions.
• Keeps track of Work Learn students' hours and submits time sheets for approval.

Classroom Coordination

• Builds and sets up online courses using online learning management systems, such as Canvas and Zoom, in consultation with Program Leader. Tests and updates online courses before they go live and resolves technical glitches with the support of related UBC IT departments. Refines and develops format, layout, process and other key aspects of course setup and delivery.
• Sets up student access and supports students with login and online course navigation issues. Helps instructors and students troubleshoot course access or functionality issues.
• Coordinates overall course administration including registration, location and class sizes (both online and on- site) within guidelines.
• Uses initiative and ingenuity to innovate systems and methods related to application/registration/student tracking.
• Creatively and swiftly troubleshoots and resolves course problems such as learning management system and technology challenges, malfunctioning equipment, and student and/or instructor issues. Identifies and refers serious issues to Program Leader or Director.
• Cancels classes when required according to divisional procedures and guidelines as necessary or as requested by Program Leader.

Course Coordination

• Coordinates the logistics, production, dissemination and quality assurance of course materials. Proofreads and edits course content, as requested, in the learning management system. Works with UBC copyright offices, and other units as needed to arrange copyright clearance for course content and to compile other course materials and readings for students under the supervision of Program Leader.
• Assesses and coordinates facilitators, instructors and moderators to ensure all courses run smoothly.
• Assists Program Leader and facilitators in the logistics of setting up courses both on and off campus and coordinates guests and volunteers who may participate in the workshops. Arranges logistics for course offerings including catering, refreshments, A/V materials, room bookings, set up, onsite registration.
• Negotiates and signs contracts with hotels, conference centers and UBC Robson Square campus, in consultation with the Program Leader.
• Produces class lists, nametags and other requested classroom materials.
• Prepares, distributes, collects and collates program and instructor evaluations, maintaining confidentiality and integrity of the feedback process and disseminates results to management and instructors.
• Resolves course problems such as malfunctioning equipment, inappropriate space, student and/or instructor issues. Identifies and refers serious issues to Program Leader.
• Responsible for ensuring that website content is up to date and for liaising with marketing reps for updates; this includes updates or changes in course and program description copy and instructor biographies. Provides copy suggestions, as well as edits, on program materials for promotions, conferences, program website and in- house training events for instructors.
• Coordinates graduations and other special events related to programs.
• Acts as a liaison between the Marketing Department and Program Leader to coordinate marketing initiatives, including information sessions, email campaigns, rack cards and flyers and digital marketing materials; takes independent initiative to provide insights and suggestions and to identify promotional opportunities.
• Assists in maintaining social media channels for the Centre for Equitable Systems Design.

General & Financial Administration

• Responds to complex inquires by telephone and email, and in person.
• Prepares and distributes reports and site statistics as required, especially as relates to classroom usage, class sizes and frequency and variety of offerings; analyzes and provides insight on this data to make suggestions that might help streamline ExL's cost-recovery and educational vision.
• Helps promote ExL programs at local and campus-based conferences and networking events in related program areas.
• Responsible for administrative financial activities related to the programs including, assisting with the development of program budgets, overseeing student payments and authorizing expenditures within prescribed limits.
• Performs administrative duties such as maintaining a procedures manual, preparing minutes and drafting communications for student or instructor recruitment
• Participates in training sessions for LMS updates and changes at UBC and provides updates to affected instructors and staff; offers in-house workshops to teach affected staff about relevant changes or updates.
• Provides all necessary support for contract/partnership implementation.
• Performs other duties as required.

Hybrid work through Zoom, telephone, and Canvas and on-site cubicle with desk, phone and computer system provided at the Extended Learning office within UBC Robson Square.

CONSEQUENCE OF ERROR

Considerable independent judgment is exercised in the administration of programs, and in communication with students and the public. Lack of initiative or ingenuity, poor decisions and poor time management could lead to various problems such as: instructors and students receiving incorrect information, inappropriate course dates and/or locations, faulty Zoom links or incorrect online course information and/or course materials. This, in turn, would diminish our reputation of excellence in terms of customer service and quality instruction, hindering our full-cost-recovery mandate.

SUPERVISION RECEIVED

The position requires considerable initiative, intercultural competencies, awareness of EDI and anti-racism, and the ability to multitask and work independently. Reports to Program Leader on all program related matters.

SUPERVISION GIVEN

May supervise temporary support staff and student assistants.

QUALIFICATIONS

High School graduation, plus two-year post-secondary diploma, plus four 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

• High School graduation and two years post-secondary education and University degree an asset.
• Cost-recovery, adult education experience preferred.
• Customer service experience preferred.
• UBC experience an asset.
• General knowledge of information technologies, instructional techniques and course scheduling. Able to administer and troubleshoot technical problems with the learning management system (Canvas) and confidently offer course related support to instructors and adult learners.
• Knowledge of HTML coding an asset and previous experience managing course content an asset. Demonstrated competence with Microsoft Office software.
• Knowledge of various types of financial transactions, including use of Point-of-Sale systems preferred.
• Knowledge of registration and event booking system (EventPro) preferred. Knowledge of various types of audiovisual equipment and the ability to set them up. Demonstrated superior written and oral communication skills.
• Demonstrated customer service orientation.
• Goal oriented, very organized and able to manage time and competing priorities effectively.
• High level of personal integrity.
• Effective problem solving, analytical and organizational skills.
• Detail oriented with an ability to multitask and maintain accuracy in a fast paced, high-volume environment with critical deadlines.
• Must have the ability to perform established procedures and routine tasks efficiently and in a timely manner.
• Able to work evenings and weekends as required.
• Able to work respectfully across cultural differences.
• Any experience working in intercultural, equity, diversity, inclusion, and anti-racism contexts, community-based and/or institutionally is preferred.
• Demonstrates a professional demeanor, is a team player and able to work independently and under supervision.
• Able to guide adult learners throughout the course.
• Establishes supportive working relationships with clients, colleagues and instructors.
• Knowledge of UBC copyright policy an asset.

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