Senior Student Support Specialist Full-time NEW

Job Title

Senior Student Support Specialist

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

Applied Science Central Student Services is a shared service unit across the Faculty of Applied Science (APSC) including Engineering, the School of Community and Regional Planning, the School of Biomedical Engineering, and the School of Architecture and Landscape Architecture. The unit is dedicated to being an efficient and consistent source of academic, career, and professional development services and support for students through their academic journey in APSC. APSC Central Student Services unit has four teams; the APSC Co-op, Experiential Learning and Professional Development team, the Undergraduate Academic Advising Team, the Graduate Academic Programs and Advising Team, and the Academic Systems Team all under the leadership of the Director, APSC Student Services.

Student Support Specialists are part of the Undergraduate Academic Advising Team in Engineering Academic Services (EAS), which is responsible for providing comprehensive student and administrative support for 5,500 Bachelor of Applied Science (BASc) undergraduate students to support their academic success, personal development, and retention throughout their academic career. BASc students will graduate from one of 14 programs offered at the Vancouver campus, each with complex and unique degree requirements.

The Senior Student Support Specialist is responsible for overseeing the coordination of all in-person and virtual service points, as well as the daily workflow and service delivery for the Student Support Specialists. This role coordinates the day-to-day work of the Student Support Specialists, providing direction, training, and ongoing support to ensure the delivery of high-quality service and timely resolution of student inquiries. Additionally, the Senior Student Support Specialist acts as the first point of escalation for queries from the Student Support Specialists, provides information and support to students, and resolves a diverse range of unique student queries, escalating sensitive or high-risk cases as needed.

Organizational Status

Reports to the Manager, Service and Operations. This position works independently, with initiative, and autonomy, with general direction provided by the Manager. The role is expected to work collaboratively with members of the EAS team, colleagues within the Faculty of Applied Science, Program Advisors, Enrolment Services, and other stakeholder groups.

Work Performed

Front Desk Coordination and Support Team Supervision

• Oversees daily workflow of Student Support Specialists, in alignment with operational priorities established by the Manager, Service and Operations. Responsible for coordinating day-to-day work of the Student Support Specialists, including work schedules, work assignments, and coverage for all in-person and virtual service points.
• Acts as the first point of contact for student query escalation, assesses inquiries and requests, determining whether to escalate further. Identifies at-risk behavior and triages appropriately.
• Identifies cyclical and ad-hoc training needs for Student Support Specialists, maintains training materials, and coordinates delivery of onboarding and training, based on priorities identified by Manager.
• Ensures that Student Support Specialists provide a high level of sensitive, tactful, and responsive service to all students, staff, and faculty. Resolves routine service concerns and escalates concerns as required.
• Gathers feedback for continuous improvement from the Student Support Specialists, and makes recommendations to Manager for service improvements. Coordinates implementation of changes.
• Identifies operational processes that require improvement and makes recommendations to Manager. Coordinates implementation of changes.

Student Support

• Provides a variety of specialized information, guidance, and support to prospective and current students, interpreting University policies and procedures. Identifies and assesses students' individual needs through active listening in order to provide customized information using a high level of sensitivity and tact.
• Using discretion, judgement, and independent thinking, assesses, researches, and resolves a diverse range of unique and complex student inquiries and problems, referring only the most complex to the Manager or Academic Advisors.
• Liaises with other units across the university, such as Undergraduate Admissions, the Centre for Accessibility, and Enrolment Services, as well as external organizations, in order to resolve complex queries or requests.
• Provides back-up support to Student Support Specialists when required, including:
• Providing coverage of in-person and virtual service points.
• Reviewing, collating, and compiling information related to processes within EAS, such as transfer credit, Minor and Dual Degree applications, student appeals, program placement, and graduation. Identifies missing information or inaccuracies and follows up as needed.
• Monitoring instructor submissions for student academic misconduct, liaising with stakeholders where necessary on specific cases. Assists with preparing files to be submitted to the President's Advisory Committee on Student Discipline.
• Reviewing requests for letters including but not limited to Degree Completion Letter and Letter of Enrolment used to apply for Immigration documents. Determines and drafts appropriate letter, using an established set of guidelines.
• Acts as a resource for faculty and staff on systems including Workday Student, OAMS, Qualtrics, and SharePoint. Effectively uses student systems such as Workday and OAMS to interpret information and requirements. Updates information in systems in order to maintain accurate student records within established guidelines.
• Performs graduation checks by reviewing degree requirements, complementary studies, and the Academic Progress Report to ensure students are on track to degree completion. Follows up with students as required.

Administrative Support

• Coordinates project work of Student Support Team, ensuring timelines and deliverables are met, consulting with Manager on any resource requirements or performance concerns.
• Is a source of knowledge for SharePoint and Qualtrics, including creating and improving workflows, supporting users, and coordinating approved changes.
• Provides administrative support to the office, including file management, adding notes to Workday, taking meeting minutes, and compiling data and reports.
• In consultation with EAS Team and Manager, drafts, reviews, and updates internal resources and student information resources on external facing websites to ensure they reflect the most up to date information.
• Other duties as required.

Consequence of Error/Judgement Interactions with the Senior Student Support Specialist directly affect the quality of the undergraduate experience. Poor performance, including inaccurate or uncaring service, affects the reputation and credibility of Engineering Academic Services, the Faculty of Applied Science, and the University. Errors in judgment, failure to act promptly, or lapses in decision making could have negative financial, academic, and personal consequences for students, including difficulty in attaining their educational goals and possibly a delay in graduation. Failing to identify a student in crisis or in need of support can result in a delay of necessary support services and jeopardize a student's wellbeing. Failures in one or all of the above may result in students leaving the University or having a negative experience. Errors in judgment, failure to act promptly, or lapses in decision making could have negative reputational impacts, result in staff grievances, and impact staff retention.

Supervision Received The Senior Student Support Specialist works with autonomy under the general direction of the Manager, Service and Operations. A wide latitude of decision making and resourcefulness is required. Decision-making is based on a thorough knowledge of the policies and procedures of the University and the Faculty of Applied Science. The incumbent exercises considerable judgment and must demonstrate tact and discretion.

Supervision Given

Supervises the day-to-day work of 2.0 FTE ongoing Student Support Specialists, including allocation of work and projects, routine training, and assurance of work quality. Participates in recruitment and onboarding of EAS staff as required. Refers significant performance concerns or complex situations to Manager, Service and Operations.

Minimum Qualifications

• High School graduation and a minimum of two years post-secondary education
• Minimum four years related experience or 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

• Ability to manage the complexity inherent within a multi-faceted work environment focused on broad outcomes for students
• Ability to take initiative, prioritize work, multi-task and work in a high volume, fast-paced environment
• Experience working both independently and on cross-functional teams
• Ability to handle sensitive and confidential information with tact, discretion, and professionalism
• Proficiency in the use of English grammar, spelling, and punctuation