Idea Transcript
Job Questionnaire Identification Name(s):
Title: Student Central Professional
Reports to: tbd
Title: Coordinator, Student Central
Department: Enrolment Services
Date Completed: August 29, 2016
Approval Signatures (typed names will suffice) Employee: Immediate Manager:
Overall Job Purpose Briefly summarize in one or two sentences the overall purpose of this job. accomplish?
What is it expected to
Reporting to the Coordinator, Student Central, the Student Central Professional accurately advises students on detailed and at times complex information regarding policies, procedures, and rules/regulations as they relate to the various functions from within Enrolment Services (Undergraduate Admissions, Academic Advising, Records and Registration and Student Awards and Financial Aid). The Student Central Professional is committed to providing exceptional support and service by providing accurate and timely services (decisions, interpretations, etc.) to new, current and past Lakehead students and the University community. The Student Central Professional works independently to support the student-centred focus of the University, and responds professionally and courteously to queries from students, prospective students, parents, alumni, Faculties and departments, other educational institutions, and to the general public using a proactive, holistic approach. The Student Central Professional is a key member of the Student Central team that supports student success through a vision that is student-centred and creates a culture of exceptional student satisfaction.
Specific Accountabilities Consider the major results for which this job is accountable (typically jobs can be described in 3 to 6 major accountabilities). Describe each accountability by a phrase at the top of each box and indicate the appropriate percentage of the time over the course of a year that is dedicated to this accountability. Accountability A: Cross-Functional Student Advising
80%
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Courteously, concisely and accurately advises students on detailed and at times complex scenarios and follows up with students accordingly. Detailed Immediate, proactive and reactive independent diagnostic support, decision-making and problem resolution on a broad range of functions including, but not limited to, academic eligibility, financial aid eligibility, registration and enrolment issues. Provides comprehensive policy/procedure/guideline/regulation interpretation, application and decision-making for: admissions application process, program requirements and eligibility, deferring acceptance and program changes; OSAP, work study, government bursary programs, institutional bursaries and scholarships; the enrolment cycle including registration, payment deadlines, petitions, academic changes (ex. adding/dropping courses, changing major, eligibility to graduate, convocation, etc.); Checks the validity and authenticity of transcripts and documents submitted by applicants; determines admissibility to the university/program and assesses admission decisions (ex. 101/105/TEAS/etc.) on the spot for applicants or returning students; Ensures the University standards are met and consistently applied with regard to the admission of students Advises prospective, new and existing students regarding academic programs (including degree requirements, course selection, majors/minors, etc.) in order to meet their individual academic goals; Advises students on scholarships, awards, and bursaries available and the corresponding application processes; Guide students in their enrolment services knowledge development and capabilities in order to become self-reliant in terms of their educational pathways and choices; Explanation of assessment decisions, options for financial aid/funding, eligibility requirements, and review application deadlines; Counsel and advise students on academic and financial support appeal processes, reviews, and restrictions; Discuss student financial concerns/issues and determine the best course of action for the student to pursue (ex. OSAP review, referral within University); Advises student on ramifications of different courses of action taken (ex. reduce/increase course load, withdrawals, program changes) to ensure the student is making an informed decision with respect to admissions, financial aid, academic record, etc.; Evaluate and assess potential graduating student records for discrepancies/anomalies/medal contention and eligibility; Complex Troubleshoots, resolves and advises students on issues related to government funded financial assistance (ex. emergency loans, OSAP appeals, check application status, documentation/information necessary to submit a paper OSAP booklet; assists in interpreting Ministry memos to amend discrepancies to their OSAP file); explains steps to follow when OSAP has been refused (ex. failed income checks, etc.); Interprets and advises students on all aspects of the academic record, including enrolment and registration procedures, exams/special exams, degree audit, transcripts, academic petitions, changes of major, etc.; Assesses current student applications for a Request to Change Program/Major, determines admissibility; After obtaining permission from Chairs, removes academic restrictions and facilitate registration in courses; Completes the necessary steps to update and change student information and requests (program changes, graduation assessments) required in order for student to proceed with their pursuit of academic goals; Advises students on available courses of action if not accepted to original program as a way to set them up for success in the future; Manage sensitive situations and resolves complaints at an early stage in order to minimize conflict and prevent escalation; Investigates complex cases and requests further information from students to determine the precise nature of the problem and provides a resolution when able; Within defined parameters, implement changes and make exceptions for student records. 2
General Respond to inquiries providing detailed information that extends beyond the student’s initial question/concern using a holistic, proactive and student-centred approach; Reviews the student’s financial account in Colleague (Datatel) to determine and resolve discrepancies and provide clarification to students pertaining to account statements, interest/late charges, refunds, etc.) and initiates adjustments accordingly. Proactively refers students experiencing difficulties to the appropriate offices (e.g., Student Health & Counselling Centre, Aboriginal Initiatives, Student Accessibility Services, Student Success Centre, etc.); Liaise with external agencies (OSAP, NSLSC, OUAC, etc.) on behalf of the student for various reasons including troubleshooting, assessments, information, etc.; Maintain administrative documents and confidential student records for integrity, accuracy, consistency, decision-making and future reference.
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Accountability B: Student Financial Accounts
Review student accounts, registration history, and enrolment status in order to accept fees for various enrolment services (ex. program change fee, special examination fee, etc.), tuition, residence and any other student fees in accordance with the cash handling policy and all other financial policies of the University; Interprets and applies all financial services policies and procedures pertaining to students including how and when to pay student fees; Interprets student account information; Ensure student understands implication of decisions that impact their student financial account; As directed, maintains updated knowledge of financial services protocols, policies and procedures pertaining to student accounts.
Accountability C: Special Projects/Presentations
10%
10%
Conducts presentations/workshops on various topics related to services/supports offered by Student Central (ex. Managing Debt, Admissions, Understanding your Program Requirements, etc.) Assists with convocation event planning and organization of activities ensuring Convocation runs smoothly, creates a lasting impression for graduates and best represents Lakehead University; Complete special projects as assigned by the Coordinator, Student Central in conjunction with the Managers within Enrolment Services; Works in collaboration with the Coordinator and Managers to provide web demonstrations and orientation presentations; Works in collaboration with the Coordinator and Managers with the development of programming (ex. financial literacy programming) as well as with the delivery of presentations.
Accountability D:
%
Accountability E:
%
Accountability F:
%
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Knowledge and Skill 1a) Describe the overall knowledge or skill required for your job, however acquired, e.g., skill gained through formal education, or on the job experience, or specialized skills and training etc. Consider knowledge/understanding of:
Office routines, methods, procedures
Specialized skills, use of specialized equipment
Procedures, methods, processes, systems, programs
Technical/professional/scientific theory/principles etc. Qualifications: Bachelor’s degree; Three to five years of experience in a student service advisory role with the demonstrated ability to respond to student needs with a holistic approach; Strong working knowledge of University policies and procedures, undergraduate program offerings and requirements, admission policies and requirements, transfer credit, course requirements and regulations, the Academic Calendar, OSAP and MAESD policies and procedures as well as scholarships and awards; Demonstrated knowledge of recruitment and retention theory along with appreciative advising; Demonstrated knowledge of Colleague (Datatel) as it pertains to Admissions, Academic Advising, Records and Registration as well as Student Awards and Financial Aid; Ability to read and interpret transcripts, assess applications, assess transfer credits, and understand student budgets; Working knowledge of FIPPA; Excellent computer skills including proficiency with Microsoft Office including PowerPoint, Word and Excel along with Informer reporting. Skills:
Ability to analyze and interpret data and make independent decisions; Critical thinking and advanced problem-solving capabilities with the ability to use sound, professional judgment in making complex decisions; Enthusiasm and commitment for Lakehead and student recruitment and retention; Ability to work accurately and independently under pressure; Initiative and flexibility to participate in an integrated service model focused on students Excellent listening and communication skills, both written and verbal, as well as welldeveloped presentation skills; Adept in the use of social media; Superior research and investigative skills; Excellent student service skills; Time management skills with the ability to multitask and be highly organized; Ability to work with diverse populations with tact and cultural sensitivity; Ability to work effectively as part of a team and maintain good working relationships with other employees across the university; Highly motivated, results-driven approach to work; Proficiency in a second language reflecting Lakehead’s international student enrolment would be considered an asset.
1b) Describe the responsibilities/duties for which the overall knowledge and skill described in 1a) are required.
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Acting as a representative of Lakehead University, Student Central Services to students, faculty, staff and the public concerning the resolution of scenarios requiring interpretation of policies, procedures and programs in order to allow for effective and accurate independent decision-making; Keeping abreast of University, departmental and professional changes in the field; Advising predominantly current and previous students in order to resolve general and complex issues; Providing independent, diagnostic support and problem resolution to students on a broad range of Enrolment Services areas – admissions, OSAP reviews, appeals, program changes, academic advising, etc.; Following through with student concern or issue until it is completely resolved; Implementing and reviewing changes and making exceptions to aspects of student’s records. Presentations with students, faculty, staff on services/supports delivered through Student Central
Working Relationships 2a) Describe the various working relationships required in job including: Titles of jobs that report directly to your job Titles/groups of jobs that report indirectly (i.e., through a subordinate supervisor) to your job Other titles/groups that receive functional guidance/advice of a specialized nature from your job and describe the guidance/advice. n/a
2b) Describe the typical types of interactions, either internal or external, that are required of your job. Indicate with whom the interactions occur and the purpose or nature of the interactions. Do not consider one-time or infrequent examples. INTERNAL: Coordinator, Student Central – direct reporting relationship to the Coordinator; highly complex case escalation; mentorship and training; regular meetings Enrolment Services Managers (Manager of Undergraduate Admissions, Associate Registrar, Manager of Student Awards & Financial Aid) – indirect reporting relationship; mentorship and training on functions/services delivered in those particular functional areas Manager, Accounts – regarding student financial account and escalation of issues; updates on policies, protocol and procedures related to student accounts Clients (students, parents, public) – regarding various issues (academic, registration, financial, personal) – Student Central Professional is tasked with deciphering the issues and providing proactive, immediate resolution; Financial Services – regarding student payment options/bursaries, scholarships, awards, etc./emergency loans, OSAP; Academic units (Deans, Chairs, Directors, Graduate Coordinators) – regarding interpretation of University, faculty or departmental requirements/regulations/scholarships/etc., exceptions/substitutions; 7
Student Accessibility Services (SAS) – referral of student; Student Health & Counselling Centre (SH&CC) – referral of student; Student Success Centre – referral of student; External Relations – regarding scholarships, bursaries, receipts, etc. EXTERNAL: Guidance Counsellors – regarding program requirements/entrance scholarships/etc; MAESD/OSAP – regarding student accounts/documentation/etc.; OUAC – regarding student information for admissibility.
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Problem Solving/Challenges 3a) Describe the types of support that are available to help you to problem solve, e.g., guidelines, procedures, policies, guidance from supervisors/peers etc. Student Central training curriculum; Coordinator, Student Central; Enrolment Services Managers; University policies, procedures and regulations; Lakehead University Calendar; Lakehead University Website; Published Senate regulations and policies pertaining to program requirements, conditions for promotion, scheduling of classes, Student Code of Conduct, Policy on Academic Appeals; Ontario Universities’ Application Centre (OUAC) Admissions Portal; Ministry of Training, Colleges and Universities (MAESD) guidelines, policies and procedures; Lakehead University website; Academic units – Deans, Chairs and Directors; Freedom of Information and Protection of Persona Privacy Act (FIPPA). 3b) Describe the typical most difficult or challenging situations that your job is expected to handle and describe how they are resolved.
Assessing and advising students on negative admission and funding (OSAP, bursaries, scholarships, etc.) decisions and other academic rules/regulations/policies/procedures (appeals, petitions, degree audits, etc.). The Student Central Professional must inform the student using tact and sensitivity and explain what changes, if any, can be made in order for the student to be successful in the future.
Assessing and advising students ineligible to graduate or unable to continue in their program. Providing students with a decision that prevents them from graduating either ontime or when the student expects or continuing with their program. Developing an academic plan to help prepare them for graduation at a future time or a future program if possible.
Students presenting at Student Central with complex issues ranging from personal issues to academic eligibility woes to registration issues and financial issues. The Student Central Professional is expected to use sound judgment and analytical skills to resolve each issue to ensure the student leaves with the satisfaction that their needs have been addressed and they have all of the answers they require.
The Student Central Professional must listen to the student, ask probing questions, and have the foresight to address issues that extend beyond what the student originally presented to Student Central for. This proactive and reactive problem solving is critical to the diagnostic support and problem resolution that is required on a broad range of issues.
Students in crisis may also require assistance in accessing additional supports at the University (ex. Student Health & Counselling Centre, Aboriginal Initiatives, Student Success Centre, etc.) and/or more specialized support within Student Central (ex. Experts or Managers).
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Impact of Recommendations, Decision Making and Actions Taken: 4a) Indicate the one statement below that best describes your job’s impact on the results to the organization. Provides information, assistance or service in support of others – i.e., to collect, or process information or data; or for use by other jobs. Interprets, advises or provides other supporting services for use by others in achieving results. – i.e., providing advice and counsel, where decisions are likely to be made by virtue of that advice/counsel. Controls significant activities and resources which produce the results and must answer for the results – e.g., control of budgets, client service delivery objectives. 4 b) List examples of recommendations/decisions you make on a regular basis on your own without reference to your supervisor, e.g., work priorities, assign work schedules to others.
Recommendations / Decisions Immediate, proactive and reactive independent diagnostic support and problem resolution on a broad range of functions including, but not limited to, admission to the university and academic program, academic eligibility, financial aid eligibility, registrations and enrolment issues. Policy/procedure/regulation/guideline interpretation in order to make independent decisions that directly impact the student (ex. admissions, emergency loans, program changes, retroactive withdrawals, petitions for appeals, etc.). Within defined parameters, implement changes and make exceptions for student records.
4 c) List examples of recommendations/decisions about which you are required to seek consultation with, or approval from your supervisor, e.g. changes in procedures, capital expenditures, etc.
Recommendations / Decisions Granting exceptions beyond the defined parameters established for dealing with issues ranging from student records academic eligibility and financial aid eligibility to registration and enrolment issues. Escalation of highly complex student issues.
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Dimensions 5. If applicable, state the measures for which your job is accountable, e.g. total number of employees supervised stated as full-time equivalents; operating and/or capital budget amounts, revenue generation responsibility etc. Quantitative Data Number of Staff Supervised:
Directly
Indirectly
Total
Financial Responsibilities: Annual revenue generation:
$
Annual operating budget responsibility:
$
Other Quantitative Information (Please Specify):
Working Conditions Please tick the appropriate box describing the conditions under which the job is performed. Take into consideration the intensity, duration, and frequency.
6. Physical Effort A. Minimal Work activities involve alternating positions of light physical activities (sitting, standing, walking, bending, lifting light weight animate/inanimate objects, intermittent periods of keyboarding etc.), which cause little physical effort. Majority of time is spent in a comfortable position with frequent opportunity to move about at will. Activities require a variety of easy muscle movements.
B. Moderate Work activities require intermediate periods of moderate physical effort, e.g., sitting in one place, standing, walking, sustained keyboarding, working in awkward or constrained physical positions or confined/restricted spaces for up to 50% of the work day, regularly climbing ladders, or regularly lifting medium weight animate/inanimate objects. Activities typically require a variety of muscle movements with frequent requirement for speed and coordination. C. Considerable Work activities require frequent, lengthy periods of heavy physical effort, e.g., sitting in one place, standing, walking, sustained keyboarding, working in awkward or constrained physical positions or confined/restricted spaces for 51% to 80% of the work day, regularly lifting/carrying large, or awkward heavy weight animate/inanimate objects. Activities typically require a high level of speed and coordination. D. Extreme Work activities involve almost continuous and lengthy durations of heavy physical activity, e.g., lifting heavy weight animate/inanimate objects, standing, walking, sustained keyboarding, working in awkward or constrained physical positions over 80% of the work day. Activities typically require a high level of speed and coordination for most of the work time.
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7. Physical Environment A. Minimal physical Works in an environment with occasional exposure to mild unpleasant or disagreeable conditions, e.g., negligible conditions of dust, dirt, noxious odours, noise etc. and/or a remote possibility of risk of accident or health hazards.
B. Moderate physical or moderate hazardous Works in an environment with frequent exposure to unpleasant or disagreeable conditions, e.g., minor conditions of dust, dirt, noise, noxious odours, inclement weather, grease/oil, garbage, behaviourally difficult clients and/or occasional exposure to health or accident hazards that may result in losttime accidents or injuries that cause discomfort for a short period of time.
C. Extreme physical or substantial hazardous Works in an environment with almost continuous exposure to unpleasant or disagreeable conditions, e.g., extreme conditions of dust, dirt, fumes, heat, cold, temperature extremes, exposure to violence and/or regular exposure to health or accident hazards of a serious nature which may result in partial/permanent disability, or serious injuries that extend beyond the day of occurrence, requires medical attention and involves lost time.
D. Extreme hazardous Works in an environment with almost continuous exposure to health or accident hazards of an extreme nature which may result in disabilities or death.
8. Sensory Attention A. Limited Work activities involve occasional periods of low intensity concentration requiring little demand on sensory effort. Requires normal use of sensory attention/concentration, e.g., collecting routine information, filing, basic word processing of routine documents, inputting straightforward data (no formatting or creation of formulas), monitoring machines/video display terminals, attending to phone conversations and/or routing demands for information, low intensity smelling/tasting during food/beverage preparation, where there is a basic need for presentation/palatability. If sensory activities are interrupted, the job incumbent generally picks up where the task flow was interrupted with no need for backtracking. The need for detailed or precise work is low.
B. Moderate Work activities involve need to concentrate on a variety of sensory inputs for intermediate durations at a time requiring close attention several times daily, e.g., advanced work processing or graphical layout, creation of spreadsheets including new formula, data entry or attending to single or simultaneous tasks where accuracy of details is important, repairing/tuning tools/equipment/instruments where the need for precision is moderate; taking/transcribing minutes of meetings, moderate intensity smelling/tasking during food/beverage preparation where there is an advanced need for presentation/palatability etc. If sensory activities are interrupted, time is required to backtrack to resume activities, involving lost time. The need for detailed or precise work is moderate.
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C. Considerable Work activities involve a frequent need to concentrate on a variety of sensory inputs for lengthy durations at a time requiring diligence and attention to interpret effectively, e.g., graphic design, analyzing/auditing data/information, software/hardware programming, technical troubleshooting, repairing tools/equipment/instruments that are detailed requiring an exacting need for precision; writing complex reports, intense listening, e.g., when facilitating meetings, conducting interview, crisis intervention. If sensory activities are interrupted, considerable time in backtracking is required to resume activities. The need for detailed or precise work is high. D. Extreme Work activities involve an almost continuous need for a high degree of concentration to focus simultaneously on several events or changing factors, coordinating the “messages” and reacting, or the need for detailed sensory concentration is essential to interpret fine nuances of detail, which leave no room for error, e.g., surgical procedures. Sensory activities should not be interrupted as there is no opportunity to backtrack. The need for detailed or precise work is extreme.
9. Mental Stress A. Minimal Work activities are performed in an environment with very little exposure to any factor that would produce mental stress, e.g., few deadlines, limited mild, unpleasant public or client contacts and/or little disruption of personal life because of work schedules or need to travel.
B. Moderate Work activities are performed in an environment with occasional exposure to one or more mental pressures. The mental stress would not be noticeably disruptive to the work, nor would the unpleasant reaction be too strong or persistent, e.g., pressure for deadlines, quotas or need for accuracy, unpleasant public or client contacts, probable concern about unpleasant situations, repetitious work, and or some disruption of personal life because of work, work schedules or need to travel.
C. Considerate Work activities are performed in an environment with frequent exposure to mental pressure conditions where the mental stress would be noticeable, e.g., deadlines that have aspects of conflicting and/or competing pressures, dealings with public or client contacts who are angry, demanding, uncooperative, or emotionally disturbed, concern about dangerous situations occurring is common and or regular disruption of personal life because of work, work schedules or need to travel.
D. Extreme Work activities are performed in an environment with almost continuous exposure to mental pressure conditions. Extreme mental stress is a noticeable part of the job, e.g., conflicting demands and priorities, exposure to emotionally disturbing experiences, confrontation, concern about danger to self or others, concern about the probability of stressful situations which could have a serious outcome.
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Anything Else? 10. Describe any additional relevant job information that you believe has not been covered by this questionnaire. The incumbent must have the ability to work weekends and evenings as required, especially during peak times. Vacation restrictions during peak times.
While the Student Central Professional reports directly to the Coordinator, Student Central, there is a requirement for an indirect reporting relationship with the Managers within Enrolment Services and Accounts Receivable since they are responsible for ensuring compliance with the rules, regulations, policies and procedures for their respective areas. As such, the Managers will work collaboratively with the Coordinator, Student Central on training, performance management, etc. related to the Student Central Professional position.
11. Manager’s Comments
THANK YOU FOR COMPLETING THIS JOB QUESTIONNAIRE
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