Front Line Advisor (2 positions available)

University of Toronto

Date Posted: 04/01/2024

Req IDs: 36661/36694

Faculty/Division: University College

Department: Ofc of the Registrar

Campus: St. George (Downtown Toronto)

Position Number :33236/56308


About us:

The Faculty of Arts & Science is the heart of Canada’s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes and programs.

We can only realize our mission with the dedication and excellence of engaged staff and faculty. The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking and collaboration. At Arts & Science, we take pride in our legacyof innovation and discovery that has changed the way we think about the world.

University College is the founding college of the University of Toronto. Our welcoming community is built on traditions of openness, inclusivity and diversity. Our student programs address issues of social justice from a variety of perspectives and help students develop the skills to apply what they learn in the classroom to the world around them. We are also home to professors committed to undergraduate education from a range of disciplines, who are leading researchers in their fields. Students, faculty, staff and alumni at University College work together to ensure that all thrive in our vibrant community.

Your opportunity:

Reporting to the Associate Registrar, Administrative & Student Services and working closely with a team of Front Line Advisors, the incumbent is a first point of contact in the Academic Advising & Registrar’s Office (AARO) at University College and provides proactive, student-friendly, high quality service in a complex and fast-paced environment. The Front Line Advisor connects regularly with UC students to assist with wayfinding, understanding University and Faculty of Arts & Science rules and regulations, navigating degree requirements, and interpreting administrative policies and procedures. The incumbent provides basic academic advising and support to students in person, via phone, and by email, and is responsible for triaging a very high volume of inquiries in an efficient and effective matter, referring students to supports and services at UC and U of T where appropriate.

The Front Line Advisor assists UC students with registration and enrolment processes, investigates and resolves student registration, enrolment and fee issues, and recommends and implements solutions or alternative approaches to solving problems. The incumbent assesses and anticipates student questions and needs, referring them to academic and financial advisors through one-on one appointments, drop-ins, group advising sessions, or other programming. The Front Line Advisor participates in AARO team meetings to share information, enhance the quality of registrarial and advising services, and to streamline policies and procedures to the benefit of UC students. The Front Line Advisor provides general administrative support to the team in the AARO, including preparation of publications, updating of websites, and composing of regular student communication emails, newsletters, and social media messages. As the first point of contact, the Front Line Advisor is responsible for creating and contributing to an approachable, welcoming, friendly environment for all students at UC, and will be committed to principles of equity which recognize, support, and respond to the diverse histories and lived experiences of students from many different backgrounds and communities.

Your responsibilities will include:

  • Acting as the first point of contact for general enquiries
  • Resolving issues within the scope of the role and escalating problems as required
  • Screening and making referrals to academic advising and learning skills programs and other resources or services
  • Scheduling appointments for prospective students, applicants, and current students to address individual needs
  • Providing detailed information on program and/or course eligibility requirements, procedures, policies and deadlines
  • Tracking and maintaining a calendar of events
  • Maintaining information on digital platforms
  • Providing basic support and general referrals to individuals in distress

Essential Qualifications:

  • Bachelor’s Degree oracceptable combination of equivalent experience.
  • Minimum two (2) years of experience acting as the first point of contact in as fast-paced post-secondary education environment.
  • Experience communicating with students in person, via phone, and via email.
  • Experience maintaining filing systems.
  • Experience with student information systems (e.g. ROSI)
  • Experience with University and Faculty of Arts & Science procedures, regulations and program offerings.
  • Must have excellent oral and written communication, analytical, problem-solving, critical thinking, and interpersonal skills.
  • Ability to exercise tact, judgement and diplomacy, especially when dealing with confidential information or complaints.
  • Requires accuracy and ability to attend to detail, strong organizational skills, and initiative.
  • Ability to make decisions that require application and interpretations of rules, guidelines and procedures.
  • Ability to handle multiple inquiries simultaneously, as well as prioritize work under pressure to meet deadlines.
  • Ability to assess the needs of a busy front-line advising office effectively and know when consultation or referral is appropriate.
  • Ability to triage and assess student inquiries, determining when a referral to academic/financial advisors is necessary.

Assets (Nonessential):

  • Knowledge of University College, its student population, and its academic programs.

To be successful in this role you will be:

  • Approachable
  • Communicator
  • Efficient
  • Multi-tasker
  • Possess a positive attitude
  • Problem solver
  • Resourceful
  • Team player

Closing Date: 04/09/2024, 11:59PM ET

Employee Group: USW 

Appointment Type: Budget – Continuing 

Schedule: Full-Time

Pay Scale Group & Hiring Zone:

USW Pay Band 09 — $65,407 with an annual step progression to a maximum of $83,646. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 

Job Category: Registrarial Services

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

This role is not currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline.

There are two (2) continuing Front Line Advisor positions available.

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