Support Officer, Program For Newcomers - Appendix D/Temp Assignment (Aug. 2023 - Mar. 2024)

Status: Appendix D/Temporary Assignment (August 2023 – March 2024)

Hours: Monday to Friday; 35 hours/week

Home Campus: Fennell

Payband: F

Rate of Pay: $28.56

Posting Date: August 10th, 2023

Closing Date: August 16th, 2023 at 7:00 pm EST

We support and encourage the contributions of our diverse employees. We are committed to nurturing an equitable, diverse and inclusive (EDI) environment for everyone who learns and works at Mohawk College. We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators we believe it is important to act and show leadership in advancing the principles of equity, diversity and inclusion in our community.

Mohawk College is currently recruiting for our next

Support Officer - Programs for Newcomers

Under the direction of the Academic Manager, Community Partnerships and Learning, the incumbent provides operational and front-line clerical support to all Programs for Newcomers, including LINC (CLB levels 2-8), WPP, OSLT, Community Services WPP, and other newcomer training programs and activities.

Key responsibilities include first point-of-contact customer service, triaging inquiries, determining eligibility for programming based on government and program guidelines, maintaining waitlists, processing student registrations/withdrawals, maintaining student records in various reporting tools (internal mechanisms, iCARE, HARTs, others depending on project funding), and using data to generate reports.

The incumbent must be able to function at a level that requires independent problem-solving and decision-making skills in the execution of various activities when dealing with delicate situation, and must have excellent communication skills (written and verbal) to provide clear information to language learners.

Careful attention to detail and maintaining a high degree of data fidelity and experience working with newcomers to Canada are integral to this role.

Responsibilities

The duties of this position include, but are not limited to:

Provide first point-of-contact customer service for all incoming communications (in-person, phone calls, emails, etc.) including:

• Address requests from students as appropriate (e.g., students request documentation such as course outlines or learning plans in support of their college applications, students request a laptop loan from the College, etc.).
• Maintain student data using provincial and federal databases and systems (HARTs, iCARE, etc.).
• Assist in determining program eligibility based on residency status in Canada, language levels, funder/program requirements, College policies.
• Triage requests from students as appropriate (e.g., students requiring academic or learning technology support are directed to Learning Support Officer, students disclosing attendance/participation issues as a result of stress or barriers to services are referred to Wellness Peer Mentor, etc.).
• Process applications and enter student data following various procedures and tools depending on program.
• Student/prospective student inquiries, faculty, general public, newcomer community service providers, etc.

Provide administrative, clerical and operations support to assist Programs for Newcomers team including:

• Liaise with internal college stakeholders (e.g., Continuing Education, Registration, City School, Community Employment Services, etc.) to ensure appropriate information transfer and documentation, streamline referrals, and enhance service integration.
• Work with Outreach and Engagement Officer to ensure promotional materials are maintained with schedule information.
• Liaising with the division’s Associate Dean and Operations Manager as necessary to process part-time faculty contracts.
• Assist Programs for Newcomers team with broad student communication as required.
• Establish and maintain internal data tracking tools to transfer/input data into various funder tools and systems (including HARTs, iCARE) on behalf of support staff team members (e.g., Employment Advisor, Learning Support Officer, Peer Wellness Mentor).
• Liaise with Faculty Coordinator regarding course scheduling.
• Assist with activities associated with the start and end of each semester (prepare packages of information for students, certificates, prepare course information including CRNs in Banner, new course codes if applicable, course codes in HARTs, MyCanvas, etc.).

Support operations of Programs for Newcomers events and activities outside of regularly schedule class activities including:

• Support communication to students and community.
• Assist support staff team members and faculty with event logistics, scheduling, room booking, parking codes, etc.
• Familiarity with basic purchasing and procurement policies to support events.

Qualifications

Other duties as assigned.

The Successful Candidate Will Have

• Familiarity with IRCC/Newcomer Settlement and Language Training services, CLARS/HARTs/iCare preferred.
• Practical experience in an office environment including proficiency with word processing and data/spreadsheet software (Microsoft Word, Excel, Outlook, etc.).
• Ability to work under minimal supervision and as part of a cohesive team with shared duties and responsibilities.
• Experience in a postsecondary environment and familiarity with college registration processes is an asset.
• Experience working with culturally diverse client group and English language learners preferred.
• Superior time management and organizational skills, ability to effectively manage deadlines and adapt to changing priorities.
• A minimum of two-year post-secondary education in Office Administration, Business or related field; or equivalent combination of education and experience.
• 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.

Mohawk College prioritizes recruiting and retaining diverse employees. With this in mind, the College is committed to fostering inclusive and barrier-free recruitment and selection processes.

Should you require accommodation through any stage of the recruitment process, please contact the Human Resources Department at (905) 575 - 2047.

Mohawk College is strongly committed to diversity within its community and especially welcomes applications from racialized persons, women, Indigenous people, persons with disabilities, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of ideas.

For more information concerning the Mohawk College strategic plan, please see: strategicplan.mohawkcollege.ca/