Student Information and Program Assistant

Go Global, a systems-wide program, provides international learning opportunities for UBC and partner university students. UBC undergraduate and graduate students have the opportunity to study and take part in research, co-curricular, faculty led global seminars, and other short-term conferences and programs around the world, and learn from incoming students attending UBC as exchange and visiting research students. Working with UBC academic programs, Go Global creates partnerships with post-secondary organizations, non-government agencies and communities to provide these opportunities.
The Student Information and Program Assistant independently provides high-level program and administrative support across the planning and delivery of multiple Go Global programs. The incumbent advises, guides and supports current and prospective students and resolves complex queries from students, faculty, staff, partner universities, community organizations, and visitors to the unit. The Student Information and Program Assistant is an integral member of a five-person support staff team.
Normal reception office environment with heavy walk-in traffic. Volume increases during specific times of the year. In addition to the reception area, a shared project workspace is provided, 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

The Student Information and Program Assistant is a member of the Go Global:
International Learning Programs unit under the Vice-Provost, International. The incumbent interacts closely with UBC faculty, UBC students and students from partner universities, departmental staff, VP International, Enrolment Services and VP Students staff at both campuses as well as student mobility and academic staff at partner universities.

Work Performed

Frontline Advising
- Composes and responds to lengthy and complex in-person, written, telephone and email correspondence with students, UBC units, and faculties. Information relayed requires extensive knowledge of UBC s international learning programs and policies, Faculties, Enrolment Services, and student services at UBC (e.g. financial aid, awards, academic advising, enrollment services, counselling, career, health, disability resources, orientation, leadership and involvement opportunities, housing, athletics, U-Pass, iMed, etc.)
- Interprets and applies information, procedures and regulations related to partner universities and UBC departments and faculties.
- Refers only the most complex inquiries, after first having researched the issue to see if it can be resolved at the first point of contact. Identifies emergency/critical situations and initiates an urgent response.
- Supports and co-facilitates group advising and webinars for students going abroad and coming to Canada
- Advises newly-admitted international exchange and Visiting International Research students on registration, fees, and insurance, and supports students in managing their own registration and fee payment transactions with the University.
- Collates students offer letters and registration packages, distributes them, and records details on the student s record. Runs reports and liaises with partner universities to identify missing documents or duplicates.
- Provides students with updates on the status of their application, accurately interpreting missing or unacceptable materials, logs documents received and relays them to the Go Global Advisors and Enrolment Services, adhering to appropriate protocols for handling transcripts and other records. Encourages students to complete their applications in a timely manner.
- Communicates information accurately and sensitively, while preserving protocols around Freedom of Information and Privacy regulations.
- Assists students as they complete their Gateway application and resolves technical difficulties with Campus Wide Log-in, the Student Services Centre and other aspects of the University s web-based information services.
- Provides information and guidance on student recruitment to international learning programs, admissions, records, transfer credit and exchange opportunities.
- Exercises good judgment, works sensitively with individual circumstances and communicates accurately with a highly diverse population. Works effectively with non-native speakers of English.

Administration and Program Support
- Identifies processes and systems that require improvement, map current and re-design processes, and makes recommendations for changes in order to improve service.
- Monitors, reconciles and investigates fees, such as the Go Global, Visiting International Research and Global Seminar program fees.
- Provides independent support to M&P staff on specific administrative aspects of program or service work.
- Provides logistical and promotional support for events and programs including developing and maintaining print- and web-based promotion of events of interest to…