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Program Information Coordinator, U of C Continuing Education

Job ID: 30984
Location: Downtown Campus
Updated March 11, 2024

This job posting is no longer active.

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We would like to take this opportunity to acknowledge the traditional territories of the people of the Treaty 7 region in Southern Alberta.
The City of Calgary is also home to Métis Nation of Alberta, Districts 5 and 6.

Position Overview

The University of Calgary's Continuing Education Department invites applications for a Program Information Coordinator. This Full-time Limited Term position is for approximately 24 months

The Program Information Coordinator is critical to the success of students and the financial goals of the organization.  By building relationships, understanding educational needs and providing quality service during each moment of contact with students, University of Calgary Continuing Education (UCCE) will be the preferred provider of Continuing Education. This position reports to the Service Delivery Manager with the Lead, Student Services providing day-to-day support. The Student Services team works closely with Program Managers and Program Coordinators in a cross-functional team environment. As a member of the Student Services team, Program Information Coordinators serve as the direct point of contact to current and potential students, both domestic and international. The Program Information Coordinator will provide advising and logistical support to ensure a quality learning experience for University of Calgary Continuing Education students. 

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

Student Advising 

  • Meet and exceed customer service standards set within UCCE.
  • Be the immediate point of contact for student inquiries via phone, emails, and in-person.
  • Provide information and assistance on admissions, program requirements, graduation, course planning, costs, and other general student questions.
  • Conduct in-person advising appointments whether scheduled in advance or as walk-ins.
  • Advise students of existing policies, programs, predetermined rules and guidelines regarding registration, transfers of and withdrawals from courses and programs.
  • Advise International Students on admission requirements, English Language proficiency, and reviewing the documents students must provide to complete their application to Continuing Education programs.
  • Guides and refers International Students on topics such as housing and accommodations, arriving in Canada, and benefits such as insurance, the University of Calgary unicard, and Active Living.
  • Advise students on market and career trends as they relate to UCCE programming.
  • Promote self-serve, but when required, coach and guide students through the process to set up their student profile and access self-serve features in the UCCE Registration System.
  • Clearly articulate the benefits and unique selling proposition of UCCE courses and programs of study.
  •  Process registrations, transfers, and withdrawals as per established process and procedures.

Admissions / Administrative Support

  • Verify certificate admissions requirements are met
  • Assist students in applying to a credentialed program and add student to a credentialed program.
  • Complete advanced standing application approvals based on an Approved Equivalent Courses list; maintains the list of Approved Equivalent Courses for Advanced Standing.
  • Update student records on account of Advanced Standing/Waived Prerequisite Course(s).
  • Contact students regarding graduate applications; update student profiles as needed; share opportunities for further studies.
  •  Records management in compliance with University policy (i.e. retention and destruction).
  • Participate in regular team meetings and provide support for team voicemail, email, tasks and online inquiries.
  •  Provide input to internal stakeholders to ensure clear and accurate information about our programs and courses is available on the Continuing Education web site.
  • Determine students eligibility to graduate.

Information Systems and Records Management 

  • Contribute to internal resources and systems so answers to all student questions are easily referenced.
  • Respond to requests for course outlines and tax receipts.
  • Ensure student data and information is entered into the UCCE Registration System to create complete and accurate student records which follows the University's Freedom of Information and Protection of Privacy policy and the applicable Record Retention rule.
  • Track data and prepare reports as required.

Qualifications / Requirements:

 Education and Experience

  • Completion of a level of education equal to a two-year post-secondary Advising certificate or diploma program is required
  • A four-year undergraduate university degree is preferred
  • 2 years, experience working in an office setting is required; a post-secondary environment is preferred
  • 2 years, full-time experience working in a customer centred setting
  •  Proven ability to apply active listening skills in a student advising setting
  • Proven ability to clearly and concisely disseminate various admission/application requirements in email communication to students, including those whose first language is not English

Minimum one (1) year full-time working experience with the following is required:

  •  Advising international students regarding programming targeted to newcomers to Canada
  • Familiarity with policy and procedures around Post Graduate Work Permits and Study Visas
  • Supporting international students pre- and post-arrival to Canada
  • Using a web-based student registration system required; Destiny One experience preferred
  • Using call centre software; PureCloud experience preferred
  • Working within a diverse, student-focused environment

Knowledge, Skills, and Abilities

  • Strong customer service orientation
  • Demonstrated ability to work collaboratively within a team environment
  • Excellent written and verbal communication skills and proven ability to adapt communication style for different modes including live chat, email, phone, and in-person
  • Ability to demonstrate active listening skills and communicate effectively in individual and group situations
  • Proven ability to exercise tact and discretion in dealing with confidential and sensitive matters
  • Proven ability to understand and nurture diversity in the workplace
  • Ability to provide effective advice, information and assistance to a wide range of clients
  • Ability to respond to difficult or demanding customers with tact
  • Ability to enforce rules with calmness, firmness, tact, and fairness
  • Strong time management, organizational skills, and attention to detail
  • Strong working knowledge of Microsoft Professional Office (Word, Excel, Outlook) with 2 years working experience using a shared email account, including developing and using quick parts, triaging incoming emails, and following a shared filing system
  • High degree of comfort with technology and proven ability to adapt to changing technology
     

Application Deadline:  February 8, 2024

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the  Operational/Administrative Job Family, Phase 2.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website

About the University of Calgary

UCalgary is Canada’s entrepreneurial university, located in Canada’s most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada’s leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy  committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities , and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role. 

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

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