Academic Program Assistant

2 weeks ago

Toronto, Canada ILAC Full time

**Academic Program Assistant**:
**Company**

Drawing upon excellent interpersonal, organizational and communication skills, Academic Program Assistants (APAs) help deliver a world-class experience for international students. With a service-centered approach, APAs ensure that students can navigate administrative and educational hurdles, and that programs and courses are delivered smoothly.

The position involves cooperative work with other departments within the organization.

**Key Performance Indicators**
- Meets all deadlines as indicated by supervisor.
- Efficient communication: Communicate effectively in both written and verbal formats with all stakeholders. Ability to listen and understand the needs and expectations of students.
- Responsiveness: Responds to issues in a timely manner
- Care: Able to de-escalate situations of high tension, and identify cases that may require conflict resolution or referrals to Wellness team.
- Documentation: Ensures all cases and contacts are fully documented, and that common issues can be identified.
- Collaboration: Effectively communicate, collaborate, and network with all relevant departments to ensure smooth resolution of issues and complaints.

**Job Duties and Responsibilities**
- Handle face to face questions from students on all academic topics, including:

- Questions about ILAC-delivered technology: Wifi access, MS Project, Zoom, etc.
- Information about TPL and online library resources
- Receive complaints from students.
- Meets with student to understand nature of the complaint, assess its validity, and do the preliminary investigation.
- Document and escalate them as appropriate
- Refer students to accessibility services, healthcare, immigration advisors or student services as appropriate
- Help students connect with Registrar’s team if necessary
- Document student concerns and issues, and support improvements, including:

- Set up and maintain manual and computerized records;
- Effectively maintain records while respecting privacy controls;
- Compile data, statistics and other info to support reporting manager;
- Recommends procedural changes to improve the effective functioning of the academic department.
- Collaborates with key stakeholders to address common/recurring issues;
**Role Requirement**
- College Diploma or Undergraduate Degree in a related field
- Basic understanding of the post-secondary education field and core processes
- Show a commitment to providing an extremely high level of customer service internally and externally
- Enthusiastic, energetic, and excellent communication and interpersonal skills
- Excellent organizational skills and the ability to meet deadlines
- Experience of working with international students is an asset

**All ILAC employees are expected to be vaccinated in accordance with the ILAC’s COVID-19 Vaccination Policy.**

**ILAC is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility to Ontarians with Disabilities Act.**

**#ILACH

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