Student Support Advisor

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Job Number:  J0324-0299

Job Title:  Student Support Advisor

Job Type:  Continuing Full Time

Department:  Enrolment Management

Job Category:  Student Services

Number of Positions:  1

Date Posted (dd/mm/yyyy):  04/04/2024

Closing Date (dd/mm/yyyy):  11/04/2024

Salary (with Salary Rate):  64,074.00 - 70,040.00/Year

Employee Group:  CUPE 2424

Salary Level:  8PE

Hours Per Week:  35

Date Position Available:  02/04/2024

Carleton University is situated on unceded Algonquin territory and bordered by the Rideau River and the Rideau Canal, a UNESCO World Heritage site, in Ottawa, Ontario. The university is just minutes from the heart of our nation's government and G-7 organizations and this capital advantage provides opportunities for staff and faculty and students to make a positive impact in our community and around the world.

As one of the 2023 Top 100 Employers in Canada and one of the National Capital Region’s Top Employers for nine consecutive years, Carleton University is one of Canada’s most resourceful and productive hubs of learning and research, fuelling a rich talent pipeline that is supporting social and economic renewal. The university’s smart, caring and connected community inspires and empowers individuals to become change leaders who drive impact in the world while challenging conventional modes of thinking and doing. At Carleton, we are committed to fostering an innovative, equitable and welcoming work environment. Carleton is also a nationally certified Healthy Workplace and is a recipient of the Canada Awards for Excellence, Healthy Workplace Order of Excellence and Platinum Level Certification for Mental Health at Work.

The university’s Strategic Integrated Plan 2020-2025 is an ambitious vision for the future, anchored in Carleton’s strengths and student-centric, community-engaged values.

Under the guidance of the Manager, Academic Advising Centre (AAC), the Student Support Advisor is a multi-functional position, working as part of a team to provide academic advising services to students and the Carleton community. Working with minimal supervision, the incumbent is responsible for providing timely authoritative advice on student academic issues, policies, rules and regulations and for helping direct students to the appropriate support and resources to resolve issues and questions. The student support advisor is on the front line of student support and is required to triage the frontline as appropriate and is expected to present a positive, knowledgeable, professional reflection of the department and its services at all times. Complex and sensitive issues requiring escalation are referred to the Senior Academic Advisors or the Manager, AAC, as appropriate. The incumbent is also responsible for outreach activities to the Carleton community on the Academic Advising Centre to inform students, faculty and staff on the services provided as well as other related duties that may be required.

The incumbent is required to continually develop and maintain knowledge in all aspects of operations and processes related to the advising unit and the Academic Advising Centre in general, policies and procedures, rules and regulations governing undergraduate and special students in the university and all other information as required to accurately provide service to clients. This position may require the ability to work some later day shifts to provide service during AAC’s hours of business. In addition, the incumbent may be required to work an average of two Saturdays a month during June, July and August.

The incumbent must possess the following qualifications:
• Excellent interpersonal skills to advise students and collaborate with team members;
• Proven triage skills, as it is essential to know when and where to refer students in a timely fashion, especially with urgent or sensitive cases;
• Ability to problem solve while exercising sound judgment;
• Highly developed verbal and written communication skills, including presentation skills;
• Proven ability to communicate with tact, diplomacy, empathy and discretion, especially when working with sensitive student cases;
• Excellent organization skills and the ability to coordinate multiple tasks simultaneously while providing mutual support to colleagues;
• Incumbents must be able to complete work accurately and display attention to detail;
• Working knowledge of academic rules and regulations;
• This position may require the ability to work two (2) days a week from 10:00am to 6:00pm, to provide service during AAC’s hours of business.
• In addition, the incumbent must be available to work an average of two (2) Saturdays a month during June, July and August.
• This position also requires the ability to work overtime during peak operational periods as required.

The above is normally acquired through :
• The completion of a three year University degree.
• Five years’ related experience of which three years must be in a high pressure advising environment, preferably in a post-secondary setting with frontline triage skills required.

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.

This position is regularly required to work on campus in person. In the event of a public health emergency or a health and safety issue, it is possible that you may be required to work temporarily remotely due to public health orders, directives and/or health and safety requirements. If this happens, you will work with your direct manager to set up a remote work environment including discussing appropriate technology and requirements. You are required to follow all University policies and directives, including to set up a safe and confidential workspace in a remote location and ensure all Carleton property (intellectual and other) is safeguarded. If required to work remotely, you will be notified by your manager when working full time physically onsite will resume.

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