Position Details
Position Information
Position Title Enrolment Services Advisor
Posting Number 02131SA
Location New Westminster Campus
Grade or Pay Level S - Pay Level 14
Salary Range $30.23 per hour (with wage increments to a max of $33.95 per
hour). Salary and wage increments are in accordance with the Collective
Agreement.
Position Type Support Staff - Regular
Posting Type Internal/External
Regular/Temporary Temporary
Employment Type Full-Time
Posting Category Staff
Start Date 02/26/2024
End Date 01/31/2025
Day of the Week Mondays to Fridays
Shift N/A
Work Arrangements
This temporary, full-time (35 hours per week) position is available as of
February 26, 2024 to January 31, 2025. Regular hours of work are Monday –
Friday 8:45 am – 4:15 pm. Shift days and times may change depending on the
Department's need. Regular evening shifts will be required, as may occasional
weekend work. The position is located at the New Westminster campus; however,
the successful candidate must be available for occasional work at the
Coquitlam campus. Douglas College is committed to supporting a healthy
work/life balance for employees. A modified/flexible schedule and/or hybrid
work from home arrangement may be considered, subject to the terms of the
College's Work From Home Policy.
What Douglas Offers
DO what you love. Be good at it. That's how Douglas College defines a great
career. It's a philosophy that resonates through our classrooms, our offices
and our boardrooms. It inspires our students and drives us to make Douglas
College one of BC's Top Employers. We love what we do. And we're looking for
passionate, motivated people to join us in making one of Canada's best
colleges even better.
The Role
The Enrolment Services Advisor is responsible for guiding and supporting
students throughout their entire student experience at Douglas College. The
Enrolment Services Advisor provides high quality and professional service,
advice and counsel to current and prospective (domestic and international)
students, applicants, parents, alumni and the general public across Enrolment
Services areas of responsibility, including, but not limited to, admissions,
registration, tuition and student fees assessment and collection, student
records and transcripts, transfer credit, and student financial support
including government student loans and awards/scholarships.
The Enrolment Services Advisor serves as a student's first point of contact
for Enrolment Services, is critical in delivering excellent customer service
experiences, and ensuring first point of resolution to all inquiries for
Enrolment Services. The Enrolment Services Advisor has knowledge and
understanding of all areas of enrolment services and/or Registrarial
profession to play an integral role in the design, delivery and evaluation of
services and makes recommendations on the establishment of service values and
standards. The Enrolment Services Advisor is part of a network of advising and
service professionals across the College that collectively contributes to
improving the student experience. This advisor position is unique in that it
is heavily customer facing and advisors rotate between shifts of serving
students through phone, email, and in-person daily.
The Enrolment Services Advisor acts as a liaison for students with internal
and external departments and (agencies, including other post-secondary
institutions, provincial and federal agencies.
Responsibilities
Service Delivery and Advising
Investigates and communicates with applicants to resolve complex issues,
working closely with other units (e.g. Admissions, Records and
Registration, Scheduling, Transfer Credits, etc.) to recommend and
resolve sensitive issues relating to admissibility and College policies
and regulations
Uses investigation and professional judgment and discretionary authority
to resolve problems and address concerns and issues (e.g. approval of
late withdrawals in accordance with Enrolment Services and College
policies and procedures)
Diffuses upset, angry or hostile students and provide guidance and
information and refer appropriately
Responds to complaints and issues by investigating and evaluating their
concerns/questions and advises students on applicable existing content
policies, determining and implementing the appropriate action
Adjudicates requests for fee deferrals and financial holds in accordance
with policies
Makes and receives referrals, when appropriate, between other advisors
and/or other departments or services when necessary for problem solution;
follows up to ensure referral accuracy, as appropriate
Ensures student data confidentiality and privacy according to Registrar,
College and FIPPA regulations
Identifies students at risk or in crisis and proactively connects students
with the appropriate resources and supports
Anticipates needs and proactively responds to requests, providing subject
matter expertise, professional advice and recommendations beyond a
student's initial request
Interprets and communicates policy, procedures and programs as they
pertain to students, both current and prospective, domestic and
international
Analyzes non-standard, non-routine and unique questions/situations from
students and responds based on an accurate interpretation of college and
government policies and procedures as they relate to personal
circumstances of the student
Explains complex administrative procedures and presents options to
students in consideration of their unique situations
Provides comprehensive and professional advice to current and prospective
students, applicants, parents, alumni, general public, faculties and staff
through in-person, phone and by email and/or electronic communication
tools on admissions, registration, tuition and student fee assessments and
collections, student records and transcripts, transfer credit, and student
financial support including government student loans and
awards/scholarships
Responds to multi-faceted inquiries from basic to complex, with detail and
accuracy, and in a professional manner
Coaches students towards independence and self-direction and maintains up-
to-date knowledge of best practices and current advising theories in the
field
Advises unsuccessful applicants of alternative pathways and supports
families in understanding available options
Advises students about funding options, across all areas of student
finances – student loans, grants, scholarships, bursaries and part time
funding programs
Advises students with respect to financial hold and other policies related
to tuition fee assessment and collection
Advises prospective students, their parents and counselors on program
choices at Douglas College, ensuring accurate, student-focused and
effective delivery of information and key institutional messaging
Advises prospective students on admission criteria, changing policies and
processes, pre-requisites, transfer credit and educational options as they
relate to their applications to admission
Advises students on course selection planning based on the results of
their initial application evaluations, assessment tests, and transfer
credit results
Provides information on applying for graduation and convocation ceremony
details
Advises students across all areas supported by Enrolment Services
In partnership with Future Students Office and Douglas College
International, delivers programming, events, presentations, and workshops
for prospective students, parents, school counselors, and others on and
off campus
Establishes an atmosphere of effective, efficient, friendly, and reliable
service with a focus of enhancing customer service by using high level or
problem solving skills
Administration and Operations
Uses knowledge of systems, policies, procedures and exercises professional
judgment to solve unusual or complex problems
Evaluates and maintains program eligibility for student loan eligibility
Confirms and produces a range of student documents required by students
and external organizations and agencies (e.g. verification of enrolment
letters, official transcripts, confirms enrolment and attendance for loan
requirements, RESPs, grants, scholarships, and bursaries, etc.)
Evaluates records management policies and practices and makes
recommendations for changes including evaluating exceptional requests for
records
Develops and implements protocols to capture and manage information about
sensitive advisory interactions with students using best practices and
sound knowledge of applicable privacy policy and legislation
Makes recommendations to enhance overall registration practices
Ensures student data confidentiality and privacy according to Registrar,
College and FIPPA regulations
Updates, safeguards and maintains student records in accordance with
applicable legislation and policy
Accepts applications and payments, advises on payments and supporting
documentation for admission, readmission, parchment reprints, awards and
scholarships, etc.
Produce, validate and issues student identification cards
Updates and contributes to the writing of training manuals
Assists Associate Registrar, Assistant Registrar, Team Lead and/or Student
Success Advisor with developing statistical and qualitative reports
Performs other duties as assigned
Knowledge Expertise and Continuous Improvement
Leads and actively participates and contributes to projects, when
applicable
Organizes, plans, prepares and conducts workshops and presentations on and
off campus
Continuously contributes to the service values to ensure relevant, up-to-
date information
Serves as a liaison in presenting student admission, records or
registration problems to faculties and departments
Participates in ongoing training to ensure a deep knowledge based in a
wide variety of College service areas
To Be Successful in this Role You Will Need
Bachelor's degree in a relevant field from a recognized post-secondary
institution and 3 years related work experience or a combination of
education and experience.
Minimum of 3 years of direct experience in service-centred, preferably in
a post-secondary environment; a proven ability to provide exceptional
front-line service in a fast-paced environment is required.
Experience with interpreting, applying and advising on policies and
procedures.
Sound and current knowledge on best practices in enrolment or registrarial
services or comparable work experience.
Ability to provide effective and appropriate guidance and counsel.
Proficiency with standard office software required.
Comfortable with evolving technology and processes.
Strong team player and adaptable to changing information.
Experience using a Student Information System or other enterprise database
solutions/customer relationship management systems.
A skilled listener, with the ability to identify, respond and handle
confidential and/or sensitive issues and/or material with empathy,
diplomacy and discretion.
Must be resourceful and able to analyze problems, identify key information
and issues and develop effective solutions.
Ability to independently exercise judgment to make decisions on matters of
varying complexity.
Proven ability to use an inclusive approach to develop and cultivate
relationships with students, faculty, staff and members of the external
community.
Excellent interpersonal, communication and presentation skills required.
Ability to multi-task, apply organizational skills to meet deadlines.
Demonstrated accuracy and attention to detail.
Ability to collaborate and share expertise within a team environment.
Enthusiasm and capacity for continuous learning and development.
Experience working with different cultures.
The position requires interacting with people directly for long periods of
time; the ideal candidate will enjoy and have strong communication skills
in interacting with all types of customers through both face to face,
verbally and written.
Link to Full Position Profile
Equity Statement
Douglas College is committed to fostering a diverse, inclusive and equitable
learning and working environment. In support of this journey, we welcome all
people to apply, including people from groups that are experiencing inequity,
including, but not limited, to Indigenous Peoples, racialized or persons of
colour, persons with mental or physical disabilities, persons who identify as
women, and/or persons of marginalized sexual orientations, gender identities
and expressions, and persons of all faith identities, age, marital status, and
parental status.
Needs a Criminal Records Check No
Posting Detail Information
Open Date 02/21/2024
Close Date 02/28/2024
Open Until Filled No
Special Instructions to Applicant
Interested applicants must submit their application and all required documents
online on the Douglas College Career Site www. douglascollegecareers.ca.
Qualified internal applicants shall be given first consideration in filling
the position. All internal applications must be received by date February
28,2024. Please ensure your resume clearly explains how you meet the required
knowledge, skills and abilities of the position for which you are applying.
All candidates selected for interview will need to bring original certificates
and diplomas of educational credentials noted on their resume.
Quick Link for Direct Access to Posting
https: // www. douglascollegecareers.ca/postings/11886
Supplemental Questions
Required fields are indicated with an asterisk ().
How did you first find out about this employment opportunity?
Douglas College Careers Site
LinkedIn
Indeed
Social Media (Facebook, Instagram)
Personal Referral
Agency Referral
Professional Association Website
Colleges and Institutes Canada (CICAN)
Canadian Association of University Teachers (CAUT)
Douglas College CareerHUB
Career Fair or Other Hiring Event
Other
Glassdoor
Please confirm that you will maintain residency in the Lower Mainland for the duration of your employment.
Yes, I confirm
No, I am not able to meet this requirement
Are you a current or former Douglas College employee/student?
Current employee
Former employee
Current student
Former student
None of the above
If you are a current/former employee/student, enter your ID number. (Type in N/A if not applicable.)
(Open Ended Question)
If you have a valid Canadian work permit, please indicate expiry date and the type of work permit you hold. (Type N/A if not applicable).
(Open Ended Question)
If you are not a Canadian Citizen or Permanent Resident, do you currently have a valid Canadian work permit?
Yes
No
Not Applicable
Documents Needed to Apply
Required Documents
Resume
Cover Letter
References with Contact Information
Optional Documents
