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Employee Group: Support Staff
Faculty/Department: Student Affairs
Campus: Davis and Trafalgar (May be assigned activity at any Sheridan campus)
Reference Number: 18/S/68 & 18/S/69
Hourly Range: $31.06 - $36.06
Hours: 8:30 am - 5:00 pm
Application Deadline: Open until filled
Application Details: Please note this posting is for two positions, one based at the Davis Campus and the other based at the Trafalgar campus. Also, these are temporary replacement positions that may continue up to Spring 2019.
The Student Success Officer is responsible for the creation, collaboration and maintenance of the informational resources which enables Student Advisement to operate as the central information source for the Sheridan community. The incumbent is the initial point of contact that provides comprehensive solution focused interactions for all students, faculty, staff, prospective students and other stakeholders who visit the Student Services Centre The Student Services Centre is an integrated services model that includes the following services (varies across campuses): Student Advisement, Counselling, Accessible Learning, Students Rights and Responsibilities, Career Services, Cooperative Education, Student Leadership & Engagement, Athletics, International Centre and services within the Office of the Registrar (Records, Admissions, Financial Aid). Through probing and active listening the Student Success Officer ensures they have an in-depth understanding of the visitor’s needs and provides accurate and detailed information, next steps and proper referrals to ensure these needs are met.
Specific Responsibilities Include:
• Receiving and responding to student and staff inquiries and requests for information or assistance providing accurate and timely information, with an explanation of Sheridan processes, policies, services and programming
• Acting as central informational resource for all visitors to The Centre for Student Success
• Supporting activities related to start-up and end-of-term processes according to the student life cycle
• Informing students on topics related to their academic status, billing and graduation eligibility
• Engaging with students to promote excellent out of classroom experiences
• Identifying issues related to student success that students and/or staff may encounter proactively recommending possible solutions and processes that support timely and accurate information for students and staff
• Triaging potential crisis situations, referring to counsellors, health centre, campus services or off-campus services
• Providing operational support in an integrated-service model of delivery and providing assistance to all Centre staff
• Supporting development, creation & maintenance of informational infrastructure, including researching and working with Sheridan community to map out all information and processes that involve student participation and student responsibility
• Creating and maintaining online informational resources documents
• Liaising with each Sheridan unit on a regular basis to maintain accuracy of information and to ensure that all updates are documented and disclosed to the Student Advisement team
• Collecting, analysing and presenting the Centre’s user data on a daily basis, in addition to creating spreadsheets and other reporting mechanisms, identifying and documenting trends, patterns, common student needs and issues
• Participating in the planning, preparation and implementation of Sheridan-wide transition programming and other student success initiatives, including facilitating, presenting and leading New Student Orientation sessions
• Creating & supporting ongoing evolution of Student Advisement Website, social media and other marketing initiatives
• Maintaining technical currency by collaborating with other Sheridan departments regarding process changes, community agencies through materials published by appropriate professional associations, and through ongoing professional development opportunities, etc.
• Performing other related duties as assigned.
The successful candidate will possess a 3-year diploma/degree in Social Sciences, Business or related field along with a minimum of 3 years of experience working in an educational or business customer service environment (or an equivalent combination of relevant education and experience). Demonstrated computer skills and experience with Microsoft Office Suite, website management (creating, modifying/updating), internet research and database management (creating, updating and report generating) are required. Excellent verbal and written communication skills and effective listening and probing skills are essential for this position.
Sheridan welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Sheridan is committed to accommodating applicants with disabilities throughout the hiring process. At any stage of the hiring process, Human Resources will work with applicants requesting accommodation.
Note: Copies of educational credentials are requested at the time of an interview. As a condition of employment, Sheridan requires confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency.