Student Support Specialist (Leave replacement)

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

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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

Student Support Specialists in Engineering Academic Services (EAS) are responsible for providing comprehensive student and administrative support in order to support the academic success, personal and professional development, and retention of more than 5,000 Bachelor of Applied Science (BASc) students. The incumbent serves as the first point of contact for students, faculty, staff, and various stakeholders who are seeking information and advice on the Engineering program on topics such as admission, program requirements, course registration, degree requirements and status, and transfer credit.

Engineering Academic Services is responsible for providing academic advising for first-year students through to progression into their second year of studies. The unit has oversight for academic processes for students at all year levels such as academic concession, program placement, graduation adjudication, and sessional evaluation.

The BASc program at the UBC Vancouver campus offers 14 programs, each with its own set of complex and unique degree requirements requiring EAS staff to maintain knowledge of a wide array of program offerings and requirements. Additionally, the Faculty of Applied Science spans both the Vancouver and Okanagan campuses, requiring staff to have cross-campus knowledge and the ability to collaborate with colleagues on both campuses and support students who move between the two campuses. Students may progress into the Faculty from UBC's Vantage College Engineering stream, necessitating EAS staff understand the College and its curriculum.

In addition to providing high quality and student-centered services, this position has a substantial focus on processes and using technology and systems to create efficiencies and automations in workflow in order to provide accurate and efficient information to stakeholders.

Organizational Status
Reports to the Student Support Manager as part of the Engineering Academic Services team. Incumbent works independently, with initiative, and autonomy and works collaboratively with members of the EAS team, colleagues within the Faculty of Applied Science, Program Advisors, Enrolment Services, and other stakeholder groups.

Work Performed

Student Support

Provides student-centered services and support to prospective and current students by providing information, interpreting University policies and procedures, and understanding the specific situation in order to provide customized information. Uses a variety of channels to provide information including in-person, by phone, email, and through virtual technologies such as Zoom

Investigates complex inquiries to the point of resolution, escalating only the most complex issues for which no formal policy, procedure or precedence exists

Assesses inquiries and requests, identifies non-standard inquiries, or at-risk behavior and triages appropriately

Effectively uses student systems such as Workday and OAMS to interpret information and requirements, in order to provide accurate information to students. Updates information in systems in order to maintain accurate student records

Acts as a resource for faculty and staff on Workday and OAMS

Represents the Faculty of Applied Science at information sessions such as the Engineering Open House, and Registration Sessions for newly admitted students

Performs graduation checks by reviewing first year requirements, complementary studies, and the Academic Progress Report to ensure student is on track to degree completion. Follows up with students as required

Technological and Administrative Support

Identifies, develops, implements, assesses, and documents procedures for creating efficient office workflows using technology such as SharePoint. Leads the office towards paperless systems. For example - moves paper-based processes online, automates communications to students, tracks processes and data, and manages information and workflows

Reviews, collates, and compiles information related to processes within EAS, such as transfer credit, Minor and Dual Degree applications, student appeals, placement, and graduation. Is expected to identify missing information or inaccuracies and follow up as needed

Collects and compiles instructor submissions for student academic misconduct. Liaises with Dean's Office on each step of misconduct cases. Manages and provides staff training on the multiple systems used in the process. Assists with writing letters and preparing complex files to be submitted to the President's Advisory Committee on Student Discipline

Reviews requests for letters, such a Degree Completion Letter, Letter of Permission to take courses at another institution, Letter of Enrolment to apply for Immigration documents. Determines and drafts appropriate letter, using established set of guidelines

Provides administrative support to the office, including file management, mail merges, registration processing, taking minutes, and compiling data and reports

Makes website updates, updates student materials, writes and sends communications to students as needed

Other Duties

Participates in development, implementation, and documentation of operational policies and procedures

Provides training to office staff

Assists and supports strategic initiatives and projects in the office, including performing relevant research, reporting findings, and making recommendations

Other duties as required

Consequence of Error/Judgement
Interactions with Student Support Specialists 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.

Supervision Received
Student Support Specialists work with autonomy under the general direction of the Student Support Manager. 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
May provide work direction to colleagues. Assists in hiring, orientation, training, and onboarding of other EAS staff. Provides direction, guidance and project support to other colleagues.

Minimum Qualifications
High School graduation, plus one year of post secondary education, plus three 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

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

Ability to analyze problems, identify key information, and make decisions independently

Exceptional skills required: oral, listening, and written communication, judgement, interpersonal skills, cross-cultural sensitivity, organizational skills, attention to detail, time management, and technical proficiency in using computer software. Advanced level of Excel preferred

Familiarity with systems such as SharePoint, Workday, OAMS, Academic Progress Report an asset

Ability to work occasional evenings and weekends