Student Support Assistant

About Bow Valley College

Bow Valley College is the largest college in the Calgary area with over 15000 students. We open doors to in-demand jobs across Canada. Our graduates contribute to the economy and community through careers in business entertainment arts technology health care social services and more. We are proud to be named one of Albertas Top 80 employers and one of Canadas Top 50 research colleges. Our innovative applied research focused on health and health technology educational technology and social innovation is helping shape the future of college education. Learn more about the opportunities we create for students employees and our province at.

Position Summary

Reporting to the Manager - Student Success & Engagement the Student Support Assistant is the first point of contact for all in-person and telephone inquiries to the Learner Success Services department.

This role is instrumental in providing exceptional front-line service to learners prospective learners applicants and visitors. The incumbent will accurately assess the nature of each inquiry determine the most appropriate service or referral and provide efficient courteous and professional support.

To effectively support the diverse student population and the range of services within the department including Counselling and Specialized Support Financial Aid Student Awards Career Services Alumni Relations Student Health Services and Student Affairs this position requires strong communication discretion problem-solving ability and an understanding of confidentiality and access to services.

Key Responsibilities

Reception and Front-Line Service (25%)

• Serve as the first point of contact for learners visitors and staff seeking assistance from Learner Success Services.
• Respond to inquiries by phone email and in-person ensuring a welcoming and professional environment.
• Make follow-up and reminder calls to clients or community contacts as required.
• Open and close the department to ensure consistent service delivery.
• Schedule appointments and drop-in visits using appropriate scheduling software and maintain the department calendar.

Assessment and Triage (40%)

• Accurately assess inquiries to identify the most suitable service or staff member.
• Provide detailed information using College resources such as the Course Guide Calendar and internal/external websites.
• Promote and explain available LSS services including accessibility and counselling supports.
• Evaluate complex or urgent situations ensuring appropriate and timely referrals to specialized staff.
• Remain calm and professional when assisting distressed individuals following established safety conduct and confidentiality protocols.

Administrative Support (30%)

• Enter and update learner information accurately in Agresso Outlook Office Tracker and the Electronic Health Record system.
• Maintain secure and confidential records including sensitive health and psychological information in compliance with FOIP and College policy.
• Process student forms ensuring completeness and accuracy and assist with related transactions.
• Process payments for fee-for-service activities and reconcile departmental financials.
• Order specialized supplies such as business cards keys and name tags.
• Prepare correspondence reports and printed materials for the Director and department using pre-established templates.
• Maintain the reception and waiting areas to ensure a professional organized and welcoming environment.

Other Duties (5%)

• Perform additional administrative tasks as assigned to support the effective operation of the department.

Qualifications

Education

• Completion of a post-secondary certificate or diploma in Office Administration Business Administration or a related field.

Experience

• Minimum of two (2) years of related experience in an office or customer service environment.
• Preferred Experience:
  • Experience in a health care counselling or student services environment.
  • Experience working with adult learners and diverse populations.
  • Experience handling confidential records and client information.

Knowledge Skills and Abilities

• Strong understanding of FOIP requirements confidentiality protocols and ethical service delivery.
• Awareness of duty to accommodate safety protocols and the Colleges code of conduct.
• Excellent communication interpersonal and problem-solving skills.
• Ability to remain calm and professional in sensitive or emotionally charged situations.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office Suite Outlook and database systems.
• Commitment to providing equitable and inclusive learner support.

Additional Information

• This is a casual on-call position providing coverage during staff absences (vacation sick leave and peak service times).
• Hours are not guaranteed and will vary based on operational requirements.
  

This opening is a casual (AUPE) position. Please note all successful candidates will be required to provide copies of government issued identification and proof of educational qualifications upon hire and may be required to provide an enhanced police information check.

Diversity and Inclusion Commitment

Bow Valley College is strongly committed to fostering diversity and inclusion within our community. We welcome applications from qualified candidates who would contribute to the further diversification of our employees including but not limited to visible minorities Indigenous peoples persons with disabilities and persons of any sexual orientation or gender identity.

Required Experience:

Senior IC