Academic Program Assistant ( It Program )

Academic Program Assistant

Company

Academic Program Assistants provide support for students, faculty and administration for assigned programs at Georgian@ILAC.

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.

The role requires the candidate to be onsite 5 days a week and will involve regular evening shifts.

Key Performance Indicators

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

Job Duties and Responsibilities

The priority of the role is to respond to walk-in student inquiries and respond to inquiries in a shared email mailbox.

• Effectively maintain records while respecting privacy controls;
• Questions about ILAC-delivered technology: Wifi access, MS Project, Zoom, etc.
• Set up and maintain manual and computerized records;
• Handle face to face questions from students on all academic topics, including:
• Collaborates with key stakeholders to address common/recurring issues;
• Recommends procedural changes to improve the effective functioning of the academic department.
• Help students connect with Registrar’s team if necessary
• Document and escalate them as appropriate
• Information about TPL and online library resources
• Manage a shared email mailbox for student questions and complaints
• Compile data, statistics and other info to support reporting manager;
• Document student concerns and issues, and support improvements, including:
• Meets with student to understand nature of the complaint, assess its validity, and do the preliminary investigation.
• Refer students to accessibility services, healthcare, immigration advisors or student services as appropriate
• Receive complaints from students.

Role Requirement

• Show a commitment to providing an extremely high level of customer service internally and externally
• College Diploma or Undergraduate Degree in a related field
• 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
• Basic understanding of the post-secondary education field and core processes

Apply Now! We are accepting applications immediately!

All candidates must be eligible to work in Canada and available to start immediately.

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

We thank all candidates who are interested in applying for the position, kindly note, only shortlisted candidates will be contacted.

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.