Vancouver - Point Grey Campus
CUPE 2950 (Cler/Secr/Library)
CUPE 2950 Student Info Support
Student Info Support 4 (Gr7)
Student Support Specialist
Faculty of Science
Science, Dean's Office
Desired Start Date:
The Student Support Specialist role is integral to the essential function of the Science Advising office and a valued member of our team. Our office provides students approximately 8500 undergraduate Science students in the BSc and BCS degree programs with the necessary information to make informed decisions about their own degree experience. This often involves helping them to connect information available on our website and the UBC Academic Calendar to their own circumstances and questions, or responding to inquiries and providing complex information to students and others on a range of academic issues. This position receives and processes a large volume of administrative requests related to student records.
This role provides a strong foundation for many of our Faculty academic processes including the coordination and processing of students' applications for degree options including minors and double majors.
Works closely with and receives task direction and daily supervision from Student Support Supervisor; reports to the Assistant Director, Student Experience; interacts regularly with Science Advising colleagues, students, faculty and university members, departmental advisors, student peer advisors and co-op students.
Using knowledge of the UBC calendar regulations and Science programs, the Student Support Specialist works in a fast-paced public-facing office environment and has four primary categories of work:
Coordinate and administer academic applications and requests
- Maintain a digital system of collecting forms from students (e.g. minors, double majors, letter requests)
- Follow the established protocol for receipt and review of requests/forms; refer and/or communicate as necessary with stakeholders
- Receive and process requests from collaborators on campus (e.g. instructors, departments) for grade changes and program specialization changes.
- Maintain office phone line allocation and assignment (e.g. updating phone lines when there are staff changes)
- Coordinate with campus partners regarding our student-facing phone tree including providing advance notification of change to our hours, planning and implementing updates to the voice messages in the phone tree, pulling usage data
- Responsible for the maintenance of our access systems including arranging for building access codes for new employees, issuing key requisitions, office liaison for straightforward building maintenance (e.g. light bulbs, leaking faucet) to resolve issues or problems
- Complete forms for invoices and other transactions.
Student Academic Advising
- Respond professionally and accurately to a variety of transactional requests via three key interaction points: email, phones, in person at our front counter
- Provide consistently accurate information to current students, prospective students, departments and the general public. The information is often complex and includes topics like admissions, course planning, student records and registration
- Interpret university and faculty academic policies and procedures to provide effective guidance for students.
General global responsibilities of a member of the Science Advising Team
- Keeps knowledge current and actively participates in a large support system for a diverse student body on challenges related to language, culture, student wellness, equity and inclusion, access and diversity.
- Assists with the review of the academic performance of approximately 8500 Faculty of Science undergraduate student records to ensure they meet promotion, continuation, and graduation requirements in the BSc and BCS programs.
- Actively assist with cyclical collaborative processes such as the review of student records for processes including evaluation/promotion and graduation
- Update and maintain relevant sections of the unit's wiki to ensure accurate information and processes
- Other duties and projects as assigned.
Receives daily supervision and direction from the Student Information Support Supervisor and reports to the Assistant Director, Student Experience. Works under minimal supervision. Work is performed in accordance within broadly established procedures and practices. Makes independent decisions within guidelines. Requires initiative to plan and complete recurring assignments independently and good judgment to determine which of many methods are applicable. New or unusual problems outside the established guidelines and matters involving policy are referred to either the Director, Student Academic Services or the Associate Dean, Students.
No supervisory responsibilities, however, explains work procedures and assists with training of new staff. Assists in supporting student staff. May have input into staff selection.
Consequence of Error/Judgement
Exercises judgment based on thorough knowledge of established policies and procedures. Assesses situations involving emotionally charged students and determines the best course of action. As a representative of the Faculty and the University, information must be accurate and provided in a respectful, timely and supportive way. Failure to provide service that meets these standards affects the reputation of the Faculty and/or the University.
Students and other members of the academic community rely on advice given from the Dean's Office and base their academic decisions upon it. Failure to provide correct and appropriate information could affect a student's eligibility for admission, promotion or graduation and damage the integrity and reputation of the Faculty and University.
High School graduation and two year post-secondary diploma. /or University graduation preferred. 4 years related experience or the equivalent combination of education and experience. Previous experience or training in office procedures and practices required. Experience working in a student services oriented position/environment preferred. Ability to effectively use computers at an intermediate level. (e.g. MS Office suite including Outlook, Word, Excel), databases, online systems and internet. Ability to type 55 wpm and to operate a normal range of office equipment. Ability to multi-task, prioritize and work effectively under pressure to meet deadlines. Ability to communicate effectively verbally and in writing with students, colleagues, and partner units. Ability to work effectively independently and in a fast-paced team environment. Demonstrates willingness to learn and adaptability in their day-to-day approach to work. Excellent interpersonal skills. Ability to deal with a diversity of people in a calm, courteous, and effective manner. Ability to exercise tact and discretion, including cultural awareness. Ability to maintain accuracy and strong attention to detail. Effective organizational skills. Knowledge of UBC BSc requirements and curricula as well as the Freedom of Information and Protection of Privacy Act is not required, but is an asset.
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.