Support Services Officer - Start Now

We are looking for a capable Support Services Officer to join our vibrant team at Conestoga College in Kitchener, ON.
Growing your career as a Full Time Support Services Officer is an awesome opportunity to develop productive skills.
If you are strong in planning, communication and have the right personality for the job, then apply for the position of Support Services Officer at Conestoga College today!

Requisition Details

Job Title:Support Services Officer

Requisition #:23-410

Campus:Doon

Department:School of Workforce Development

Payband:F

Starting Rate:$28.56

Payband Range:$28.56 - $33.11

Hours/Week:37.5

Posting Date:Wednesday, March 15, 2023

Closing Date:Sunday, March 26, 2023 at 11:59 PM EST

Vacancy Type:Support Staff - Full-time

Support Staff Full-time Replacement Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Support Services Officer provides a variety of complex time sensitive administrative support for Workforce Development (WFD) & Continuing Education (CE) activities (including OntarioLearn (OL), Ed2Go and school-specific CE courses), online and at multiple campuses. The incumbent provides high quality, confidential customer service to internal and external stakeholders including faculty, prospective students, students, service providers, employers, professional associations, accreditation bodies, funding agencies, consortiums, program advisory committees (PACs) in person, phone and on-line. The incumbent will participate in outreach and provide support for quality initiatives and marketing to promote programs and certifications for the department. Hours of work will require some evening, weekend, and off campus activities.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement with two days on-site, and three days remote. 

Responsibilities:

Inquiry Support

• Managing interventions with learners, faculty and instructors ranging from the status of marks to eligibility for courses and/or programs
• Resolving questions related to textbook availability, course outline availability, registration and graduation requirements
• Communicating with faculty/students on schedule changes/logistics as necessary and monitoring contracts, outstanding invoices and other documentation
• Assisting students with the navigation and processing of requests for exemptions and/or equivalencies
• Determine eligibility for student refund requests, force enrolments and late enrolments that are past policy deadline
• Using judgement and discretion in dealing with immediate and urgent issues, referring unusual problems and situations to the Manager
• Working collaboratively with other support staff within the team to ensure student needs are met, including providing back-up for Workforce Development, Continuing Education, and Online Learning staff as directed

Semester Start-up

• Coordinating pre-registration activities related to program/courses acceptance, such as Better Jobs Ontario (Second Career), WSIB, Ontario Job Grants and online academic upgrading (ACE) 
• Setting annual and semester-based delivery dates, times, locations, ordering student supplies/textbooks/learning packages, booking rooms/labs
• Tracking and submitting registration, withdrawals, and transfers to WFD & CE programs and courses and maintaining daily registration records
• Contacting potential faculty members to coordinate interview schedules for recruitment and hiring
• Ensuring delivery schedules meet faculty and student needs
• Facilitating orientation sessions for new faculty
• Collaborating with professional associations and Marketing to prepare/develop/ print/distribute promotional material including flyers to advertise programs, courses, and workshops offered through various delivery methods
• Reviewing course alternatives, forecasting program changes, and adapting program designs to ensure alternative options for graduating students
• Liaising with various professional associations and designating bodies to ensure correct content and courses are loaded within Conestoga’s programs
• Ensuring information is transferred between external stakeholders’ online Portals and the Conestoga College Portal in order to support registration, grade or course appeals, or to gather data on new courses, exams, e-texts or other coordination between host and registering colleges
• Identifying potential programming impacts when programs/courses are implemented or cancelled, working to identify affected students and provide alternative options

Logistical Support

• Coordinating the assignment of faculty to update course outlines and instructional plans
• Assessing completed course outlines and inputting updates into employee portal ensuring compliance with curriculum standards and program/course outcomes
• Providing technical support for basic eConestoga, OntarioLearn and/or ed2go troubleshooting for faculty, employee portal, time reporting, AODA, and copyright compliance standards
• Communicating with the Credit Transfer Office to ensure accurate information and documentation is being shared with regards to student exemption requests
• Coordinating PLAR (Prior Learning Assessment and Recognition) requests with part and full-time faculty, Credit Transfer Office, and students

Program Administration

• Liaising with professional associations to ensure information advertised is accurate
• Communicating information with various associations to ensure curriculum, fees, and other items are in place for course/program delivery
• Assisting with accreditation renewal and compliances
• Assist with PAC related activities such as member recruitment, scheduling and organizing meetings, preparing materials, compiling meeting minutes, and ensuring meeting action items are completed
• Coordinating activities related to the APR/MPR process
• Loading and ensuring course components are correctly reflected in SIS in a timely manner
• Creating program annual delivery schedules based on program design changes
• Revising of program handbooks in accordance with college policies and procedures pertaining to part-time studies
• Reviewing calculated fees to ensure accuracy for funded and non-funded activity
• Updating the GRIDS to reflect necessary changes and completing download of GRIDS
• Verifying the consistency of information between Ed2Go, OntarioLearn, CE and Conestoga websites

Data Maintenance/Documentation

• Preparing new course approval forms and curriculum change forms
• Ensuring stacked courses with full-time is entered correctly on SIS for CE enrolment
• Monitoring enrolment data and waitlists to determine Go/Cancellation or additional sections
• Generating marks reports and following-up on outstanding marks
• Providing required documentation to faculty for review and approval of Credit Transfer Requests
• Obtaining and sending appropriate documentation for new course equivalencies approval
• Monitoring curriculum development progression using the curriculum development checklist
• Sourcing and compiling information from SIS, other institutions, and professional associations to compose student education completion plan when program designs change
• Obtaining and sending appropriate documentation for new course equivalencies approval
• Preparing correspondence and reports, reviewing and distributing evaluations
• Preparing and distributing/mailing Certificates of Completion, Recognition of Learning Certificates and digital badges for custom and consortium programs and micro credentials
• Ensuring all student record documents are completed and filed with Registrar’s Office

Qualifications:

• Three-year Diploma in Business, Marketing, Adult Education, Human Resources or other relevant field of study 
• Minimum three years practical experience in a fast-paced service/sales team or revenue generating department; preferably within an educational organization using Microsoft Office applications and social media platforms
• Ability to communicate effectively and respond with tact and diplomacy to students, faculty, support staff and external stakeholders
• High level of computer literacy and experience with databases, web-based systems –e.g. SharePoint, GoToMeetings/Training, social media applications and MS Office Suite
• Familiarity with e-learning platforms (LMS, e.g. D2L, Blackboard, Moodle) and ability to troubleshoot challenges is strongly desired
• Knowledge of Conestoga, consortiums, and professional association programs
• Demonstrated sales and marketing abilities
• High level of accuracy and attention to detail
• Ability to work independently using initiative to organize workload, meet multiple and simultaneous deadlines, and deal with changing priorities
• Ability to gather data, compile information and prepare a wide variety of reports and documents
• Solve routine and non-routine problems on a daily basis including dealing with difficult and demanding individuals

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Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario.

We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.

Based on the guidance provided by our local Public Health authority, Conestoga College will continue to take appropriate measures to protect the safety and well-being of our college community and prospective candidates throughout the recruitment and selection process. Offers of employment are contingent upon compliance with our COVID Community Safety policy which requires employees to be fully vaccinated against COVID-19. Proof of vaccination, or a formal College approved exemption, will be required to fulfill this condition of employment.

Benefits of working as a Support Services Officer in Kitchener, ON:

● Excellent benefits
● Opportunities to grow
● Advantageous package