Support Services Officer, School of Community Services

Position Summary

Support Staff Full-time New 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 is responsible for operationalizing a portfolio of full-time programming in the School of Community Services. The incumbent provides confidential, high-quality customer service to a variety of stakeholders, including faculty, students, internal staff, and Program Advisory Committee (PAC) members, via in-person, virtual meetings, and online interactions in order to support accessible, sustainable, quality, and current programming.

The successful candidate 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 three days on-site, and two days remote at the Doon Campus in Kitchener.

Responsibilities

• Responsible for being proactive and entrepreneurial in day-to-day operations, development, marketing, planning, implementing, and measuring within the assigned portfolio, adhering to policies, procedures, and timelines
• Research market trends and needs of the community to support new and existing programming
• Recommend new and existing programming opportunities and prepare draft versions of approval forms and rationale for review by management
• Coordinate the development of new offerings in conjunction with team members
• Attend events and prepare and maintain marketing materials to promote programs, courses and workshops in conjunction with the marketing department
• Recommend options to help inform the Chair’s decisions on teaching and support staff assignments
• Plan and coordinate all physical logistical operations for the programming at all campuses, including shop-related deliveries
• Address escalated student and faculty issues and complaints and determine escalation or course of action, as appropriate
• Act as the contact person for programming inquiries
• Review data to complete complex administrative tasks as required; including, but not limited to: document formatting, data manipulation and analytics to inform scheduling and space requirements
• Responsible for ensuring program faculty teaching assignment loading sheet documents are completed and up to date for contract creation
• Create part-time faculty and support staff recruitment competition postings for review by management, adhering to School and College standards
• Utilize College resources, including internal systems, to support efficient operations planning, implementation, and metrics
• Conduct regularly scheduled meetings with appropriate stakeholders to help ensure efficient and effective program delivery and collaboration
• Ensure accuracy of publicly available programming information
• Work alongside administrators to support lab school operational needs, including regional funding applications and reconciliation
• Identify and communicate recommendations to inform curriculum and resource updates to management by participating in current College quality processes
• Ensure that the Program Advisory Committee (PAC) requirements are met, including the scheduling and co-ordination of meetings, interim communications, note-taking to inform minutes, creation of minutes’ drafts, as well as the creation of applicable supporting documents
• Actively participate in, document, and coordinate formal College quality initiatives, and implement follow-up activities as required, including the Annual Program Reflection (APR) and Major Program Review (MPR) processes
• Make recommendations to management regarding process improvement in the planning, operations, and metrics of existing and new programming
• Ensure all budget-related processes are adhered to within the scope of the academic programming portfolio
• Determine and source programming resources, student supplies, and related fees, ensuring accuracy and communication to required stakeholders
• Consolidate data and statistical information to produce cost centre budgets and submit activity report updates to the Chair as requested
• Monitor cost centres to allocate resources and maintain control of expenditures, including recommendations to management
• Enter budget data in the PA1 system
  
  

Qualifications

• Two-year diploma in Office Administration, Business or related field of study is required
• Minimum three years of practical work experience in a busy office environment with the responsibilities of a defined portfolio is required
• Experience in a post-secondary academic department is preferred
• Ability to meet deadlines, work under pressure, and work independently
• Ability to communicate effectively and respond appropriately to internal and external stakeholders
• Highly organized and flexible in order to accommodate changing priorities
• Ability to collect, manipulate, and analyze information and prepare a variety of reports and documents
  
  

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