Vancouver - Point Grey Campus
CUPE 2950 (Cler/Secr/Library)
CUPE 2950 Student Info Support
Student Info Support 4 (Gr8)
International Stdnt Dvlpmt
Desired Start Date:
International Student Development supports international and refugee students to thrive at UBC and facilitates international learning opportunities on campus for all students.
The Advising Coordinator supports and supervises the administrative team (approx. 3 members) while also providing administrative support to the department and providing front-line services and support to UBC clients consisting of students, faculty, UBC colleagues, alumni and guests. As the first point of contact with the unit, the advising team creates a sense of welcome and provides reception services in person, by phone and email. The Advising Coordinator supervises and supports the Advising Assistants in the provision of guidance and support to current and prospective students. The incumbent resolves moderately complex queries from students, faculty, staff, community members and visitors to the unit. The incumbent independently provides high-level program and administrative support across the planning and delivery of multiple International Student Development programs.
Support to the department includes office coordination, schedule maintenance, meeting and event coordination, etc. The Coordinator supervises front-line staff in the provision of accurate information, excellent guidance and direction to prospective students, current students and the general public regarding international student experiences and supports; Canadian immigration information as approved by authorized immigration representatives; relevant health insurance programs; UBC policies, guidelines, expectations, procedures and regulations; general campus services, resources, and opportunities for involvement; and the work of other University and AMS services.
Normal reception office environment with complex procedures and heavy walk-in traffic (1,300 in-person plus 1,000 phone and email per month). Volume increases during specific times of the year (September orientation for new students, April and May for graduation and August for pre-arrival preparation).
Work is performed on the Point Grey campus. Some evening and weekend work may be required.
This position reports to the Director, International Student Development.
- Coordinates and supervises the workload of 2-3 full-time employees and up to 3 student employees. Trains, mentors, and supports all CUPE and student staff who must handle a large information load while also providing seamless, multifaceted front-line services officially on behalf of International Student Development.
- Assists with the hiring and selection of front-line CUPE staff; oversees hiring, selection and evaluation of student employees.
- Responsible for the initial and ongoing training of administrative staff and student employees.
- Sets work priorities and delegates work as appropriate through strategic scheduling and staff meetings.
- Keeps up to date about International Student Development, AMS services and other key supports for international students in order to be an authoritative resource to staff.
- Analyzes in-person, email and telephone "traffic" and reorganizes priorities of staff to meet completion targets.
- Identifies, develops and implements changes to increase efficiency and effectiveness.
- Adapts to changing priorities and assists staff in this transition.
- Interprets student questions and situations to direct students, faculty and staff to appropriate publications and procedures related to iMED: Health Insurance for New International Students, BC Medical Services Plan, AMS/GSS Health and Dental Plan, Immigration, Refugees and Citizenship Canada as approved by authorized immigration representatives, and other support services as needed.
- Makes recommendations for changes to UBC policies and procedures if applicable.
- Actively pursues process improvement; encourages staff to identify processes that require improvement.
- Ensures staff maintains a welcoming, respectful and inclusive environment in the reception area during office hours; schedules CUPE and student staff to ensure coverage for reception, phone and email inquiries; takes regularly scheduled shifts at reception, phone and email.
- Administers International Student Development's office space; identifies and requests routine repairs; liaises with Building Operations, IT, Voice Services, and Supply Management to execute repairs and approved plans; recommends facilities and equipment improvements and executes them with approval.
- As needed, responds in a timely manner to in-person, phone and online inquiries from clients seeking the unit's services.
- Exercises good judgment, works sensitively with individual circumstances and communicates accurately and empathetically with a highly diverse population. Works effectively with speakers of English as an additional language (EAL) and those who are new to Canada.
- Ensures staff provides front-line support and referrals as needed to students and visitors with complex, high-stakes issues and concerns. Information relayed requires knowledge of Canadian immigration information (e.g., study permits, student work permits, temporary resident visas) as approved by authorized immigration representatives, intermediate knowledge of health insurance (including iMED, AMS/GSS Extended Health and Dental, and BC Medical Services Plan), intermediate knowledge of student services at UBC (e.g., residence life, awards, academic advising, enrolment services, counselling, career, health, disability resources, orientation, leadership and involvement opportunities, housing, athletics, U-Pass, iMED, etc.), and basic knowledge of newcomer settlement issues (e.g., looking for off-campus accommodation, obtaining a BC Identity Card).
- Refers only the most complex inquiries, after first having researched the issue to see if it can be resolved by the administrative team. Identifies emergency/critical situations and initiates an urgent response.
- Provides clerical support to Director and International Student Development programmatic teams including financial document management (e.g., collecting and organizing receipts, preparing cheque requisitions), supporting Global Fund winners with reimbursement policies, calendar management, meeting and event preparation and coordination, drafting and distributing committee agendas and minutes, and researching and documenting proposed policy changes.
- Performs other duties as related to the qualifications and requirements of the job.
Supervised by the Director, International Student Development. The Coordinator works independently with minimal supervision. Expected to actively prioritize a variety of tasks and utilize judgement to identify solutions to complex problems.
Hires, trains, supervises and evaluates CUPE and student staff. Establishes work priorities.
Consequence of Error/Judgement
Incumbent will be required to deal with unique situations requiring sound judgement, knowledge of and sensitivity to intercultural and international issues. Decisions require thorough knowledge of guidelines, procedures and regulations and the ability to interpret and apply them to the work unit. All information must be accurate and provided in a respectful, timely and supportive way. Failure to provide service that meets these standards may create hardships for students seeking to complete their UBC program and could impact a students' ability to remain in Canada legally, work legally or access health care, and could also pose a financial and reputational risk to the University by negatively impacting the recruitment, yield and retention of international students and the reputation of the University internationally.
High School graduation and two year post-secondary diploma. 4 years related experience or the equivalent combination of education and experience. Experience supervising professional staff preferred.
Experience living outside of home country and/or conversational ability in an additional language preferred.
Experience supporting international students in a public post-secondary setting preferred.
Training in front-line customer service preferred.
Training in active listening and supporting people in distress preferred.
Training in intercultural communication preferred.
Knowledge of policies and procedures of UBC and central agencies (e.g., Human Resources, Finance) preferred. Ability to multitask, prioritize the work of others and meet deadlines. Ability to work independently and as a supporting member of a team. Ability to problem-solve and make decisions quickly. Considerable interpersonal and intercultural skills; ability to communicate effectively and appropriately with people from a variety of cultural backgrounds Ability to exercise tact and discretion when handling sensitive and/or confidential matters. Ability to communicate in clear, concise business English orally and in writing. Ability to use word processing, spreadsheet, database, Internet and electronic mail applications at an intermediate level.
Ability to use multiple software programs concurrently (such as for calendaring, booking, queue management, instant messaging and client record management). Ability to maintain accuracy and attention to detail.
Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.
All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.