Associate Enrolment Services Advisor

Job Summary

The Associate Enrolment Service Advisor (AESA) is a registrational professional, a financial advisor, and a highly visible representative of Enrolment Services (ES) and the University.

As a member of the Student Support & Advising unit in Enrolment Services, the AESA provides professional advice for students across ES areas of responsibility, including but not limited to: student financial support, tuition, fee assessment and collection, student records, registration, admissions, transfer credit and domestic student recruitment, as well as effective referrals to partners across both campuses.

The work of an AESA intersects with all faculties and departments (undergraduate, graduate and post-baccalaureate) on the Vancouver campus, and requires knowledge and understanding of the student experience for undergraduate programs on the Okanagan campus to advise prospective domestic students. The AESAs, with other members of the Student Support & Advising unit specifically Enrolment Services Advisors (ESAs), supports up to approximately 50,000 students on UBC's Vancouver campus and up to approximately 25,000 prospective domestic students, annually.

The AESA plays a key role in contributing to, interpreting, assessing and delivering ES student service programs and strategic recommendations in support of the establishment of service standards. The AESA is part of a network of advising professionals that collectively contribute to UBC's exceptional learning environment.


Organizational Status

The AESA reports to the Associate Director, Student Support & Advising. The incumbent works independently and receives support from their Enrolment Services Advisor (ESA) colleagues. The AESA works closely with ESAs and academic and student affairs professionals at the University, including other staff in Enrolment Services, the Provost & VP, Academic Portfolio (Go Global, International Student Initiative, etc.), the academic faculties and the Vice-President, Students portfolio (International Student Development, Counselling Services, etc.). The AESA represents ES on teams, committees, and working groups internal and external to ES, including government and agency committees.


Work Performed

The Student Support & Advising unit and its team members build strong holistic relationships with students that start prior to their arrival to campus and see them right through graduation. The work of the unit, and the AESA as a member of that unit, builds on strong registrational and student affairs principles of academic success and wellbeing. Intentionally and proactively supporting the academic mission of the university by connecting with students through effective financial planning and goal setting ensures that positive financial wellbeing supports academic success and community building at the University.

The AESA must maintain knowledge of all areas of the registrational profession to deliver and support enrolment services for students. The University offers a wide variety of degree programs, each of which is governed by University, Faculty, and program-specific regulations. The AESA also requires an understanding of this multi-faceted regulatory environment to advise each individual student in context. Uses knowledge of systems, policies, regulations, and guidelines and exercises professional judgment, with the support of their ESA colleagues and Associate Director, to solve unusual complex problems that cross organizational boundaries while respecting organizational roles. Strong critical thinking and communication skills are required.

STUDENT ADVISING

The AESA provides professional advice to students (and others as authorized by the student under applicable policy and legislation) regarding provincial and federal student loans, financial support, tuition, fee assessment and collection, student records, registration, admissions, transfer credit and recruitment at service points in person, online, and on the phone

Financial Advising:

• Advises students on financial planning such as scholarships, bursaries, student loans, bank loans and student lines of credit and making the maximum use of available student financial programs and other supports.

• Advises students concerning Student Aid British Columbia appeals and reassessments, and makes appropriate referrals should engagement with the Ministry of Advanced Education be necessary.

• Coordinates and advises students with respect to the various awards processes for UBC’s award and scholarship programs. Works closely with Award Analysts in Student Financial Services and the respective award program managers.

• Assesses student's eligibility for financial awards by designing and assessing a student's full financial profile, inclusive of parental financial information, in order to help students identify awards that best align with histories, academic performance, co-curricular activities and career goals and objectives. To do this AESAs need to be able to coach the student to determine needs that are current, and anticipatory of needs present day and over the life of their studies at UBC.

• Advises students in emergency situations providing advising, coaching and coordination of the disbursement of funds through the emergency bursary program, or UBC loans and advances, depending on the situation. The AESA will do a complete assessment of a student's financial need to ensure their safety and basic needs (food, shelter and childcare) are met and provide funding to a student without the need for secondary approval. AESAs work must exercise sound judgement to support students through times of distress.

• Advises and teaches students about the complexities with respect to provincial and national loan providers and the unique requirements requested by the respective Ministries of Advanced Education (or equivalent at the territorial or provincial level in Canada) or the Department of Education in the United States.

• AESAs will support students through applications for loan funding and provide support and coaching through appeals and reassessments processes.

• Adjudicates applications from students for UBC's awards and scholarship programs. Working with the student, Student Financial Services and the respective ESA award program manager to ensure that applications are accurate, appropriately judged, and accurately awarded. Errors in the process could result in funding gaps for students leading to issues around pursuing academics without breaks in study.

• Advises students with respect to financial hold and other policies related to tuition fee assessment and collection; seeks support from ESPs and/or Associate Director for exceptions and extensions requests.

• Identifies gaps in current offerings, and develops and initiates new tools and forums for communications (i.e. website content, brochures, presentations and workshops) that enhance student understanding of tuition and other fees, and support student financial planning.

• Admissions and Prospective Student Advising:

• Advises prospective students on aspects of program requirements and admission criteria, changing policies, prerequisite studies, transfer credit and educational options as they relate to applications for admission.

• Evaluates applicant personal profiles as part of the University's broader based admissions process.

• Verifies completion of admissions requirements.

• Adjudicates student applications and supporting documents.

• Assesses prospective student advising process and its relationship with supporting the Major Entrance Scholarships, Centennial Scholars Entrance Award, Loran and Schulich Leaders, and other awards for new to UBC student award processes to ensure access and engagement for all parties.

• General Campus Advising

• Anticipates student needs, proactively responds to student requests, and offers subject matter expertise and professional advice, providing recommendations extending beyond a student's presenting request (i.e. identifying if a student is at-risk or in crisis) and creating a support plan to ensure their success.

• Coaches students toward independence and self-direction.

• Once a student is identified as at-risk or in crisis, the AESA intervenes by proactively connecting student with resources and supports as appropriate (i.e. referrals to the wellness center, counselling services, use of the Early Alert system, etc.).

• Captures and manages information regarding sensitive advisory interactions with students using best practices and sound knowledge of applicable privacy policy and legislation.

• Makes and receives student referrals, when appropriate, between other advisor and/or student affairs professional units (i.e. access and diversity, counselling services, academic advising, etc.). Follows up to ensure referral accuracy, as appropriate.

• Contributes to, interprets and applies records management policies and practices that support transcript and diploma regulations, appropriate data sharing with third parties and consent pieces regarding sensitive student data.

• Works in collaboration with colleagues in Student Records and Systems Management and other campus partners to ensure the management of student records is done appropriately in accordance with applicable legislation and policy.

• With Non-Degree studies students, the AESA works with Faculty Academic Advisors to complete the assessment of academic concession.

• Contributes to the establishment of registration policies and practices through collaboration with faculties, ESPs, and other ES staff through coordination of committees to ensure consistency of practice and a high level of service to students. AESAs will lead the coordination of key advising referral points for ESPs and other staff in ES to academic advising units on campus through the online knowledge base / wiki. Inaccurate information will lead to inconsistent referrals, incorrect information for students and delays in students receiving the correct support.

• Resolves complex registration problems for students through evaluating the concerns and determining and coordinating between necessary students, faculty members or administrative staff that need to engage in the process.

PLANNING, EVALUATION AND TRAINING

• Contributes to ways in which ES services could enhance the student experience and participate in development of strategic recommendations through knowledge sharing of advising experiences and feedback from students and making connections to current literature.

• Contributes to the implementation of new student support initiatives, as identified through student advising sessions – one-on-one or in a group setting.

• Identify when current governmental, University and departmental policy, practices or guidelines fail to address current realities for students or cause problems beyond individual exceptions. Liaises with necessary colleagues to resolve these complex issues extending beyond individual student cases.

• Evaluate non-academic policies, makes recommendations for change, and may include developing alternative policy.

• Works with third party organization (i.e. Higher Ed Points, D+H Financial Solutions, etc.) to ensure policies and practices align with the needs of students present day by providing recommendations for policy changes.

• Performs consultations with stakeholders, including Faculties and student leaders to facilitate discussion and integrate stakeholder feedback.

• Presents findings and recommendations as a part of the Student Support & Advising team to stakeholder groups through workshops, presentations, written reports, and/or discussion papers.

• Participate in ongoing development of University student information systems and services.

• Provides leadership and support to the student assignment process five times a year and ensures clean channels of communication for all parties involved.

PARTNERSHIPS

The AESA receives direct supervision from the Associate Director, but works in a team environment supported by Enrolment Services Advisors and the Associate Registrar & Director.

Works as a member of a University-wide network, including academic advisors, service professionals, student leaders, student government, and student groups to develop and manage processes that support coherence in the overall student experience. Key partners include: colleagues in other ES units, international student recruiter/advisors, academic advisors, student affairs professionals, Faculties, professors, parents, guidance counselors, residence life advisors, etc.

Consequence of Error/Judgement

Work performed by Enrolment Services is critical to the success of the University and its ability to deliver on the goals articulated in UBC's strategic plan. The AESA is a highly visible and empowered role within Enrolment Services. Errors in judgment, poor advising, and/or inconsistency in decision making could have significant negative financial, academic and/or personal consequences for students. Decisions are not routinely subject to confirmation and are legally binding upon the University. These negative consequences could damage the relationship between the University and its students. The reputation of the University and/or of its Faculties among community stakeholders could be adversely affected. AESA errors could also compromise the University's ability to meet its enrolment and student retention targets.

Supervision Received
The AESA reports to the Associate Director, Student Support & Advising, and is supported by the mentorship and coaching of ESA colleagues to achieve specific goals and objectives. The incumbent works both independently and within a team environment.

Supervision Given
This position may contribute to the orientation and training of student employees. May participate in the hiring of staff and/or student employees (i.e. work learn students, peer advisors, etc.)

Qualifications
Undergraduate degree in a relevant discipline required and a minimum of three years of experience. Post-secondary education and/or training in student services, student affairs, or a related field are assets. Experience in a service centered environment, preferably within student affairs and services. Experience in student or client advising or counseling (UBC experience preferred). Experience with interpreting, applying and advising on policies and procedures. Sound and current knowledge on best practices in enrolment or student services, or comparable work experience; experience in at least one the following areas preferred: student records, registration, student recruitment, admissions, and student financial support. Proficiency with standard office software required. Experience applying technology to improve student and or client services an asset. Previous experience with Student Information Systems or other enterprise database solutions/customer relationship management systems preferred. Ability to provide effective and appropriate guidance and counsel (e.g., career counselling). A skilled listener, with the ability to identify and respond to sensitive issues with empathy and diplomacy. Must be resourceful and able to analyze problems, identify key information and issues and propose effective solutions. Ability to independently exercise appropriate judgment to make important 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. Demonstrated accuracy and attention to detail, especially when working under pressure to meet deadlines. Ability to collaborate and share expertise within a team environment. Ability to provide leadership and supervise student employees. Demonstrated time management skills with the ability to effectively prioritize, multi-task and organize work.

Enthusiasm and capacity for continuous learning and development. Must have a valid BC Driver’s license, access to a vehicle and the ability to travel on occasion. Experience working with different cultures and/or multilingual ability is an asset.