Student Info Support

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Student Info Support 4 (Gr7)

Job Title

Student Info Support

Department

Program Support 4 | Arts Academic Advising

Compensation Range

$4,594.00 - $4,827.00 CAD Monthly

Posting End Date

March 3, 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

October 30, 2026

This is a leave replacement for a fixed term duration.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description Summary
Provides complex and accurate information to current students, prospective students, departments and the general public regarding admission, course planning, student records and registration, and all other functions supporting Arts students. Interprets University and Faculty policies and procedures and provides guidance and interpretation to students. Using the Workday Student system (WD) and Online Advising Management System (OAMS) assists students in making informed decisions. Informs students what they need to consider in making decisions and the academic implications of their decisions. Evaluates, researches and provides solutions to various student related matters. Reconciles records and identifies discrepancies. Embraces new knowledge about advances in technology and learning initiatives at the university and applies this knowledge to the delivery of service to students.

Must be familiar with other areas of the university such as other Arts Departments, Enrolment Services, Student Development, International Student Advising and Support Services (e.g. Counselling, Career Services, Centre for Accessibility & Student Health Services). The job requires a thorough knowledge of guidelines, policies, procedures, regulations and degree requirements for the Bachelor of Arts, the Bachelor of Fine Arts and Faculty of Arts certificate programs and the ability to interpret and communicate that information, via telephone, in person and email to students, their parents and other members of the university community. Provides information in compliance with the Freedom of Information and Protection of Privacy Act. Assists in the maintenance of databases such as the Student Information Systems, Transfer Credit Database. Develops and delivers training to new and inexperienced staff members. Provides administrative and secretarial support to Arts Academic Advising Services.

Organizational Status
Arts UBC degree is designed to give a student the breadth and depth of knowledge necessary for being an active global citizen. Students are often overwhelmed by the sheer plethora of courses and specializations available. The Student Information Support role provides assistance to students by clarifying degree requirements, by connecting to the appropriate resources, ultimately preparing the student for graduation. There are approximately 14000 students in the Faculty of Arts.

Reports to the Manager, Academic Advising with minimal supervision. The position works independently and with front-line and other staff. Makes independent decisions within guidelines. Requires initiative to plan and complete recurring assignments independently and good judgment to determine which of many methods are applicable. New or unusual problems outside the established guidelines and matters involving policy are referred to the Manager, Academic Advising, Academic Advisors or the Associate Director or Director. Interacts with all Arts academic departments and University student service units.

Work Performed
Oversees daily workflow and service delivery, coordinating priorities, monitoring inquiry volumes, and ensuring timely and accurate responses across in-person, virtual and written channels.

• Identifies operational processes and systems requiring improvement; maps current workflows, recommends process redesigns and implements enhancements to improve service efficiency and accuracy.

• Contributes to the ongoing development and refinement of knowledge management resources and internal operating procedures.

• Supports the implementation of new technologies and system updates affecting student information delivery.

• Responds to a variety of in-person, written, telephone and e-enquiries from students. Is able to communicate difficult information sensitively. Asks probing questions to determine student needs, researches and resolves complex inquiries and refers only the most complex inquiries to the Academic Advisors.

• Understands and interprets the Faculty of Arts degree and program requirements and regulations as published in the UBC Calendar and on the website. On the basis of this information, uses the Workday Student (WD), Online Advising Management System (OAMS) other knowledge management resources, to provide accurate information and support to prospective and current Arts students regarding advising, degree requirements, registration, academic concession, graduation and other student support requests.

• Responds to student oral and written requests and interprets regulations regarding withdrawal from courses, letters of permission, deferred exams, transfer credits, registration blocks and review of assigned standing.

• Determines and processes increase in credit limits based on established guidelines. Provides information on courses and prerequisites enabling students to make informed decisions.

• Processes documentation for the Unit which includes letters of permission, academic concessions, graduation pending or confirmation letters, visa letters for international students.

• Assists with the process of evaluating graduation applications

• Must be familiar with other areas of the Faculty of Arts, Enrolment Services, Student Development and Services, Centre for Accessibility and student life. Refers as required.

• Assists students in using online tools such as Workday Student (WD). Knowledgeable about resources available to students such as Learning Commons, and other initiatives that support student success (e.g., workshops and study skills).

• Must exercise good judgment, be sensitive to a wide range of cultural and individual circumstances and be able to communicate information and guidance accurately and empathically.

• Is knowledgeable about customer service principles and provides service that is excellent, seamless and accessible. Deals with customer service complaints or refers to the Manager, Academic Advising, or the Associate Director or Director of Arts Academic Advising.

Consequence of Error/Judgement

Exercises judgment based on thorough knowledge of established policies and procedures. All information must be accurate and provided in a respectful, timely and supportive way. Assesses situations involving emotionally charged students and determines the best course of action. Failure to provide service that meets these standards affects public perception of Arts Academic Advising Services and/or Faculty of Arts and/or the university, including the university’s reputation. Failure to provide correct degree requirement information could have an impact on students' ability to graduate in a timely manner from the university.

Supervision Received
Reporting to the Manager, Academic Advising receives detailed instructions on the assignment of new duties and thereafter only on new or unusual problems. Assists with training new staff and student assistants.

Supervision Given
None. Assists in training of new staff and student assistants.

Minimum Qualifications

High School graduation, plus two year post-secondary diploma, plus four years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

- Ability to be thorough, accurate, and have a high level of attention to detail.

- Ability to communicate effectively verbally and in writing.

- Ability to respond appropriately to inquiries in person, on phone, and in writing, and make appropriate referrals.

- Ability to maintain accuracy and attention to detail.

- Ability to effectively use MS Excel at an advanced level.

- Ability to accurately maintain appointment calendars, and schedule appropriate appointments.

- Ability to efficiently and effectively coordinate tasks.