Advising Assistant Jobs

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Student Info Support 3b (Gr6)

Job Title

Advising Assistant

Department

International Student Development | Student Affairs | VP Students

Compensation Range

$4,319.00 - $4,540.00 CAD Monthly

Posting End Date

July 7, 2023

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

Job End Date

Summary

Student Affairs is responsible for providing leadership, opportunities, and services that strengthen and enrich student learning at UBC. Student Affairs is committed to understanding UBC students and their experiences and to responding through innovative programs and services.

International Student Development supports international and refugee students to thrive at UBC and facilitates international learning opportunities on campus for all students.

The Advising Assistant in International Student Development provides high-level administrative support for advising services and across the planning and delivery of multiple programs and projects. The incumbent advises, guides and supports current and prospective students and resolves complex queries from students, faculty, staff, community members and visitors to the unit. The Advising Assistant is an integral member of the staff team in the Life Building and the Simon K.Y. Lee Global Lounge and Resource Centre (Global Lounge).

Using the available operational tools, equipment and publications, the Advising Assistant provides respectful, accurate and responsive service to a wide variety of individuals. Information relayed requires broad knowledge of: international student experiences and supports; Canadian immigration information as approved by authorized immigration representatives; UBC policies, guidelines, expectations, procedures and regulations; general campus services, resources, and campus life; and the work of other University units including basic information about Go Global, other student services, Faculties and Enrolment Services.

The Advising Assistant works in the normal reception office environment with complex procedures and heavy walk-in traffic and online inquiries. Volume increases during specific times of the year (September orientation for new students, April and May for graduation and July and August for pre-arrival preparation). In addition to the reception area, a shared project workspace is provided away from the reception area, where staff focus on their project-specific work.

Some evening and weekend work may be required for special events or during peak periods

Organizational Status

This position is supervised by the Advising Coordinator. In some instances, staff will take direction from other members of the International Student Development team, with respect to reception duties and specific project work. May supervise student staff.

Work Performed

As the public face of the unit, the Advising Assistant will perform:

Front-line and online advising

• Offers front-line support and referrals as needed to students and visitors with complex, high-stakes issues and concerns. Advises international, exchange, Visiting International Research Students on registration dates, deposit and fee assessments and iMED charges, and supports students in managing their own registration and fee payment transactions with the University.
• Reporting: Processes moderately complex data and drafts effective monthly, semi-annual and annual reporting on various functions of International Student Development including descriptive statistical reporting on advising volume, wait times, the virtual lines and phone records.
• Redirects media inquiries (in person and phone) appropriately.
• Maintains confidentiality of student data according to established policies and protocols.
• Communicates information accurately and empathically, while preserving protocols around Freedom of Information and Protection of Privacy regulations.
• Signs up students to see advisors and maintains in-person and online queue(s). Documents student interactions according to approved protocols. Contacts students who do not show up for advising.
• Participates in regularly occurring meetings to inform the advising process and stay up to date on the frequent changes to advising content.
• Exercises good judgment in triaging inquiries and in escalating issues appropriately. Refers only the most complex inquiries, after researching the issue to see if it can be resolved at the first point of contact. Identifies emergency/critical situations and initiates an urgent response.
• Provides guidance and referrals to on and off-campus resources related to UBC and Vancouver life, such as housing, driving and licensing, insurance, travelling, transit, bank, phone, legal aid and tenant rights.
• Responds in a timely manner to in-person, phone and online inquiries from students, faculty and staff seeking the unit’s services.
• Maintains a welcoming, respectful, and inclusive environment in the reception area or on the online platform during office hours.
• Composes correspondence and initiates replies to inquiries of a moderately complex nature requiring an intermediate knowledge of relevant subject matter, UBC guidelines, procedures and regulations and the ability to interpret and apply this information to the work of other University units.
• Responds to lengthy and complex in-person, online, telephone and email inquiries from prospective and admitted students, family members, UBC staff and faculty and community members. This requires advanced knowledge of Canadian immigration information (related to international students/new to Canada and their dependents) as approved by authorized immigration representatives, advanced knowledge of health insurance (including iMED, AMS/GSS Health and Dental Plan, and BC Medical Services Plan), intermediate knowledge of UBC’s programs and policies, Faculties, Enrolment Services, and other student services at UBC (e.g., financial aid, awards, academic advising, records and registration, counselling, career, health, disability resources, orientation, leadership and involvement opportunities, housing, athletics, U-Pass, etc.), and knowledge of newcomer settlement issues (e.g., looking for off-campus accommodation, obtaining a BCID, drivers licencing).
• Processes all incoming and outgoing mail, email, facsimile messages and courier packages. Ensures student mail box at the front office is sorted correctly and any mail not picked up is returned to sender. Correctly follows protocols for receiving important documents (i.e. study permits, post-graduation work permits, co-op work permits etc.) on behalf of students who use the ISD mailing address
• Provides administrative support to International Student Development programmatic teams including data entry, data collection, file management, document and data transfers, etc.
• Provides backup to other Advising Assistants as required. Works effectively and respectfully in a timely manner with the team to meet the deadlines of projects and reports.
• Responds accurately and in a timely manner to all inquiries received in-person, by telephone or online; carefully identifies the nature of the presenting concerns; interprets written policies and communicates them accurately.
• Works sensitively with individual circumstances and communicates effectively and empathetically with a highly diverse population. Works patiently and effectively with non-native English speakers and newcomers to Canada.
• Interprets University and department policies and procedures, and provides guidance and interpretation of same to students, faculty, and staff.
• Provides students with detailed information regarding immigration (not case-specific) and health insurance processes and applications, accurately interpreting missing or unacceptable materials, based on approved protocols from authorized immigration representatives.

Administration and Program Support

• Takes meeting minutes at regular monthly meetings and other departmental meetings.
• Ensures the copy room is tidy. Maintains office supplies, handouts and equipment, ensuring that they are organized, in good repair, and current.
• Orders and processes purchases made by the department, ensures purchases stay within approved budgets and ensures accurate record keeping of purchases.
• Supports ISD’s participation in Jump Start, Imagine Day, and other orientations online or at on-campus locations which may include weekend work and afterhours support. Develops and facilitates orientation workshops or webinars for new international students related to phone, internet, banking and other topics for newcomers.
• Identifies processes and systems that require improvement, maps current and re-designs processes using input from colleagues and other student service units as appropriate, and makes recommendations for changes to improve service.
• Provides logistical and promotional support for the unit’s events and programs including developing and maintaining print- and web-based promotion of events of relevance to students.
• Supports projects and assignments as assigned, including records management and reconfiguration.
• Makes arrangements for special events, committees, workshops and large meetings. Books rooms, arranges catering, invites and confirms attendees, distributes meeting material and takes minutes.
• Schedules in-person or online appointments for unit staff and books meeting rooms.
• Responds to a high-volume departmental email account and supports the advising email account by reviewing, referring, and responding to prospective students, alumni, current students, staff and faculty.

Project work

• Participates in and delivers professional development for student workers through training, one-on-one support and mentorship, and ensures student workers are up to date on relevant policies and updates from International Student Development, Canadian Immigration, and UBC.
• Selects, trains and supervises up to five student workers on project-specific work and front-line advising related duties.
• Performs other duties as required.
• Drafts and updates manuals, guidelines, protocols and procedures for staff and student staff.
• Participates in the selection, hiring, and supervision of staff and student staff (on a rotating basis).
• With approval, compiles, drafts and distributes a weekly e-newsletter for international students at UBC including researching, creating, and editing content as needed.
• Provides select administrative support for the Global Lounge and the Global Fund, such as communicating with fund winners, reconciling expenses and reviewing reports for Global Fund projects.
• May represent International Student Advising on the Local Safety Committee and take on related roles.
• Processes iMED data including opt outs, advises students with moderately complex iMED questions, communicates with iMED insurance broker and UBC Tuition staff as needed, and supports the iMED Coordinator with administrative tasks related to the program.

Consequence of Error/Judgement

Incumbent will be required to deal with unique situations requiring sound judgement, knowledge of and sensitivity to intercultural and international issues. Decisions require thorough knowledge of the guidelines, procedures and regulations and the ability to interpret and apply them to the work unit. All information must be accurate and provided in a respectful, timely and supportive way. Failure to provide service that meets these standards may create hardships for students seeking international experience and could impact a students' ability to remain in Canada legally or access health care, or have a negative impact on the reputation of UBC, both locally and internationally, and internationalization goals of the unit and University.

Supervision Received

The Advising Assistant works independently with minimal supervision. The incumbent will receive specific instructions on new projects. Consults with supervisor on matters that depart radically from established policy or procedures. Expected to actively prioritize a variety of tasks and utilize judgement to identify solutions to complex problems.

Supervision Given

The Advising Assistant may provide supervision and support to up to five student staff throughout the year, including training on procedures, policies, and workflow management to maintain accuracy and quality.

Preferred Qualifications

High school graduation and one year of post-secondary education. Training in office procedures and practices. University graduation preferred. 3 years of related experience or the equivalent combination of education and experience. Alternatively, 2 years of relevant UBC experience. Knowledge of international education and international student issues. Effective oral and written communication, interpersonal and organizational skills. Ability to exercise tact and discretion when handling sensitive and/or confidential matters. Knowledgeable about how to communicate within a highly diverse environment and able to use varied communication techniques to provide effective and responsive support to individuals, particularly students, from many different cultures. Ability to operate a normal range of office equipment. Ability to use word processing, spreadsheet, database, Internet and electronic mail applications at an intermediate level (Word, Excel, web browsers, PowerPoint, Outlook, Teams, Zoom, SISC preferred). Ability to prioritize work and to meet deadlines. Ability to maintain accuracy and attention to detail. Ability to compose correspondence and reports using clear, concise business English. Ability to work independently and as an active member of a team. Training in intercultural communication, front-line customer service, active listening and supporting people in distress preferred. Experience studying or living abroad preferred. Knowledge of Freedom of Information and Protection of Privacy Act (FIPPA). Knowledge of policies and procedures of UBC and central agencies (e.g., Human Resources, Finance). Knowledge of general immigration policies

Second language is an asset