ESL Student Support, University of Calgary Continuing Education 226 views

Position Overview

The English as a Second Language (ESL) Program within the Department of Continuing Education is currently seeking a Full-time Limited Term ESL Student Support for approximately 1 year.

The University of Calgary has one of Canada’s largest and most successful continuing education programs. Continuing Education is an academic unit whose mission is to provide high-quality educational opportunities to lifelong learners, thereby strengthening our community and our university. Continuing Education administers more than 20,000 course enrolments per year, generating over $12 million in tuition revenues in the process.

The English Language Program provides second language learning solutions at the local and international level for individual, institutional, and business clients. High quality, customer-cantered, comprehensive language programs for international adult learners are the core business of the program. This position reports to the Associate Director, International and works closely with managers, coordinators, instructors and staff in a cross-functional team environment. The ability to provide exceptional customer service, multi-task, develop systems for working in a job/share environment, communicate effectively and handle high volumes of work during peak periods is essential to this position.

The ESL program occasionally requires the ability to work a variable schedule (evenings, weekends, and irregular work days). Some off-campus work will be required. Peak work periods are July, August, September, January, and April. Time off during peak periods will be limited.

Primary Purpose of the Position: (Key purpose, functions, roles):

Working under the general supervision of the Associate Director, International, the purpose of this position is to provide customer and clerical support for high quality, revenue-producing ESL programs and courses.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

Efficiently and accurately processes student registrations.

Provides information and service to prospective students, students, clients, visitors and co-workers regarding the educational programs, services and processes of Continuing Education and University.

Assists with the promotion of courses and programs using various tools such as mail-outs, email, social media, and by phone to disseminate information and material to identified markets and established clients.

Plan and execute socio-cultural events and activities that facilitate community building, cultural familiarization, and target language use.

Following established policy and using sound judgment ensure that safety standards are maintained during ESL Program events and activities.

Ensures the needs of students and instructors are supported efficiently.

Maintain accurate and appropriate student and instructor records following established procedures/guidelines.

Makes appropriate referrals to University services and departments in order to link students with the most appropriate departments for their needs and goals.

Ensures that financial transactions are processed in accordance with University policy and procedures.

Assists with the development and distribution of student materials.

Socio-Cultural Support:
Working closely with the Student Experience Coordinator, the ESL Student Support is responsible for the planning and delivery of a variety of socio-cultural events and recreational activities that form the co-curricular component of the English Language Program.

Assist in the planning, organization, implementation of excursions and activities for English Language Program students.

Book facilities and processes payments for services required for the socio-cultural program.

Leads 35-50% of annual day/weekend excursions, and evening activities.

Assist with the overall supervision, direction and guidance of casual and student staff.

Coordinate excursion meetings with staff and students.

Prepare support materials such as itineraries, activity sheets and information packs.

Use social media to promote the ELP and build community among participants.

Effectively handle unforeseen problems that arise during excursions.

Student Registration Support:
The ESL Student Support provides prospective and current English Language Program students with friendly and efficient customer service in relation to ESL programs of study at University of Calgary Continuing Education.

Provide information & assistance on course and program selection, registration, program requirements, refunds and transfers, and scheduling.

Process admission applications, course registrations, transfers/withdrawals, and fee transactions

Liaise with foreign institutions and professional educational agents in administering second language programs of study.

Inform prospective students of the educational programs and services of the English Language Program, Continuing Education, and the University.

Administrative & Course Support:
The ESL Student Support performs a variety of standard administrative duties to support the successful delivery and administration of quality English as a Second Language courses, programs, and events.

Maintain student and instructor records using Excel database and the UCCE Registration System (Destiny One)

Prepares student materials and records (ex. orientations, ELP transcripts and parchments).

Assists with coordinating ELP student and instructor information sessions.

Processes payments for supplies, instructional services, and other services.

Books facilities (i.e. classroom, conference space).

Maintains inventory and processes shipments of marketing and promotional materials.

Maintains inventory of office and instructional supplies, materials and equipment.

Provides clerical support to the Associate Director, International and Teaching & Learning Manager.

Qualifications / Requirements:
Completion of a level of education equal to a business administration certificate, diploma program, or an equivalent combination of education and experience; an undergraduate degree in a related field would be preferred.

Minimum of 1 year work experience in a customer facing role in an English language school; work experience in a post-secondary ESL center preferred.

Oral and written fluency in Spanish or Mandarin.

Excellent communication, interpersonal, organizational, time management skills and strong detail orientation with the ability to set priorities and meet deadlines

Reliable team player who uses good judgment, approaches matters in a professional and positive manner, and demonstrates a strong customer service orientation.

Knowledge of tourism practices and event coordination.

Computers skills, specifically with Microsoft Word, Excel PowerPoint and Teams; Internet Explorer; Oracle Calendar and Email; Zoom.

Experience with the University’s core business systems e.g. PeopleSoft, e-Procurement, and Continuing Education Student Registration System (Destiny One) or other educational student info. systems would be an asset.

Positive attitude and demonstrated ability to be a collaborative team member.

Cross-cultural sensitivity and experience working with clients of limited English proficiency.

A valid driver’s licence.

Application Deadline: April 30, 2021

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Operational/Administrative Job Family, Phase II.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit

The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

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