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Company | Mohawk College |
Address | Hamilton, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Higher Education |
Expires | 2023-08-03 |
Posted at | 10 months ago |
Status: Full Time
- Responsible for ‘direct service’ inquiries concerning student services programs, procedures and processes, and making appropriate and timely referrals to areas of the College as needed, in alignment with the Mohawk Advising Model and professional standards of the International Coaching Federation (with a focus on explanatory-type coaching).
- Alternative coaching sessions (email, phone or online) – providing coaching to students (individual, group or drop-in) over the phone or using technologies such as conference calls, e-Learn, Skype etc. Session notes and data capture. The incumbent keeps detailed interaction and session notes using the college’s student relationship management software (i.e. Clockwork, Banner, Contact Centre, Ministry systems) and ensures notes are in compliance with departmental and College guidelines and policies. Keeps consistent counts of advising and support activities and submits regular (i.e. monthly and annually) reports to management, as required.
- Drop-in coaching sessions – allotting time each day/week to meet with students who arrive with questions who did not book a session ahead of time;
- Assists with backup support (i.e. running reports/templates, answering emails/phone calls, assisting with problem solving.)
- Group coaching sessions – scheduling and promoting open sessions (or presentations) on a regular basis to groups of students on timely topics;
- Pre-scheduled coaching sessions – meeting with students who have booked time with the incumbent;
- Collaborates with College partners to identify/resolve any issues related to students.
- As required, develops and maintains up-to-date student resource material (leveraging the online student portal when possible) for small-group sessions throughout the year.
- Prepares material, organizes and delivers presentations to stakeholders.
- Drafts menus or checklists of activities/processes for students to complete to begin their studies successfully, and submits to his/her supervisor for revision and approval.
- Encourages clients to leverage online solutions whenever possible to ensure that in-person interactions are reserved for value-added services/transactions.
- Responds to requests within the college community to promote opportunities and student services programs by presenting to groups in the community.
- Under the direction of his/her supervisor, ensures the current procedures for students are accurate and reflected in practices within the Registrar’s Office.
- When necessary, updates documentation on practices/processes, in clearly outlined and straightforward print and online material, to Registrar’s Department staff.
- Responsible for updating departmental manuals for all staff members.
- Prepares social media information and material for approval.
- Create packages for special presentation and mail out (i.e. certificate, letter of congratulations, Offers of Admission, fee statements, etc.).
- Provides ongoing critiquing of the existing systems with the goal to reduce manual processing and enhance customer service.
- Monitors the Registrar’s Office operation, its policies and procedures in order to provide a quality service to students and stakeholders. Recommends procedures to ensure compliance to governmental and departmental guidelines.
- Support departmental workload redistribution during key times of the year and during employee absenteeism, ensuring that all areas of the office are covered in the most efficient way.
- Recommends and develops, in collaboration with other partners, system and process enhancements to improve service to students.
- Minimum 2 year Diploma in Business Administration, Business General, Office Administration or a diploma in a related field
- Counselling Techniques Certificate, Career Consultant Certificate or certificate in related field.
- A minimum of 3 years of practical experience, in a service-oriented environment within an educational setting; primarily related to supporting applicants, students and staff with some experience providing coaching/advising, including one-to-one and group/workshop formats within a post-secondary setting is required.
- Approachable and relatable to all members of College community – ability to positively relate to applicants, students, faculty, staff, administration and the general public in a variety of situations (one-to-one and groups) is essential.
- Demonstrated commitment and understanding of human rights, equity, diversity and inclusion with the ability to communicate and work effectively with diverse groups of students, employees and the community.
- Strong organization and multi-tasking skills – ability to manage multiple student tasks, projects and issues at the same time. Knowledge or experience with project management would be an asset.
- Language and communication proficiency – strong communication and writing skills.
- Computer proficiency/experience – proficiency in and experience with business computer applications including MSOffice (Word, Excel, PowerPoint, etc.) plus internet researching skills is necessary. Ability to learn and adapt to new software applications is important.
- Team oriented: demonstrated intrapersonal skills and an ability to work effectively in a team environment is essential.
- Additional certificates or designations in Teaching, Adult Education or Student Affairs would be an asset.
- Event planning/project management – demonstrated experience coordinating workshops, events and managing projects.
- Knowledge of post-secondary education systems – knowledge of college programs, student policies, student services, student success initiatives, and corporate databases including Banner or similar student information management systems would be an asset.
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