About MRU

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Mount Royal has carved out a distinct niche by offering smaller class sizes, a robust liberal education and unique undergraduate programs. Currently, more than 15,000 credit students choose from 13 bachelor degrees and 38 majors.

Mount Royal University is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut'ina and the Iyarhe Nakoda. We are situated on land where the Bow River meets the Elbow River. The traditional Blackfoot name of this place is "Mohkinstsis," which we now call the city of Calgary. The city of Calgary is also home to the Métis Nation.

Mount Royal University is committed to removing barriers and fostering the inclusion of voices that have been historically underrepresented or discouraged in our society. In support of our belief that diversity in our faculty and staff enriches the work, learning and research experiences for the entire campus community, we strongly encourage members of the designated groups (women, Indigenous Peoples, persons with disabilities, members of visible minorities, and diverse sexual orientation and gender identities) to apply and self-identify.

About the Faculty of Continuing Education

Mount Royal University’s Faculty of Continuing Education is celebrating its 75th year of providing high quality education to the Calgary community and beyond. Serving more than 30,000 students per year, we offer a suite of Ministry of Advanced Education-approved programs (occupational programs in massage, personal fitness trainer and funeral education; academic upgrading; and our Transitional Vocational Programming), over 60 programs and 350+ courses to support professional and personal development in a wide range of topics, and our Conservatory (which offers a broad range of music and speech arts programming). Our courses cover a wide range of topics, including but not limited to business, technology and health. These courses are offered in a variety of formats on campus, online, in the workplace, and in the community.

About the Role

The learner engagement advisor (LEA) serves as the primary contact for current and prospective learners for programming within the Faculty of Continuing Education. The LEA works collaboratively with the programming teams to provide learner support and resolve concerns. This position is responsible for advising learners on general program information, admission and graduation requirements, Faculty and University policies and procedures, industry or career-related information, and assisting with course access and technical issues. This position must engage with learners, program staff, registration staff, instructors, and the University community. The LEA also works closely with various staff to develop learner-friendly communications and processes, and advocate for learner needs. A high level of collaboration and participation is required in Faculty activities and meetings. When appropriate, the LEA works cross-functionally throughout the Faculty to ensure continuity and consistency across programs and processes.

Responsibilities

• Provides professional customer service and developmental learner advising in all interactions with the goal of learner attraction, retention, and satisfaction.

• Responds to inquiries regarding programs and courses.

• Provides prospective learners with accurate and detailed course or program information (phone, email, virtual and in person) as required.

• Advises current and prospective learners on program and course options.

• Demonstrates professional conduct and problem-solving skills.

• Disseminates information related to Faculty and University policies and procedures, including guidance to learners to help them interpret and understand academic policies, procedures, and admission and program requirements.

• Refers learners to University service areas as required.

• Manages delegated email accounts related to programs, and provides professional and prompt responses to inquiries.

• Responds to learner concerns and complaints regarding courses/programs and escalates to the program coordinator/program administrator as needed.

• Maintains a high level of knowledge of learner information systems relating to learner enrolment records.

• Disseminates orientation and registration information for programs as required.

• Maintains admitted programs learner records as per MRU record retention schedule.

• Monitors registrations, withdrawals and drops within and initiates waitlists as required.

• Validates and monitors learner progress throughout programs as required.

• Manages learner data and information confidentially and within the parameters of University guidelines and policies.

• Assists the program coordinator as needed, with reviewing exceptional applications to graduate.

• Refers learners and instructors to various resources available specific to course issues, disagreements, or grade appeals. Escalates to program coordinator/program administrator as required.

• Compiles learner progress reports for programs that are revised/suspended.

• Assists with the coordination of educational and promotional events related to programming (e.g., information sessions, trade shows, conferences, job fairs, etc.).

• Attends trade shows, specialty events, graduation, open houses, and conferences to market programs as required.

• Initiates discussion with program coordinator regarding late registrations and refunds as per policy. Also notes when exceptional circumstances apply.

• Writes email template responses to frequently asked questions regarding programming.

• Works collaboratively with other team members.

• Maintains accurate, confidential documentation of advising conversations to support team members with future communications.

• Contributes to the evaluation and planning of programs and courses by providing input/insight into program operation and growth.

• Contributes and collaborates with coworkers by sharing perspectives, best practices, and insights related to the role on various projects including curriculum development, copyright, Faculty working groups, etc. as required.

• Provides excellent customer service to all internal and external stakeholders.

• Seeks direction on University policy and procedures as required.

  
  

Qualifications

• Bachelor's degree

• Experience working with adult learners in a post secondary institution

• Excellent communication and time management skills

• Ability to work and contribute effectively within a larger team

  
  

What We Offer

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.
At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, winter holiday closure, personal days and a free membership in our fully equipped recreation centre.

Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, climbing, aquatics, sports and certifications for students, employees and the public.

Union: MRSA

Classification: SAC07 - Academic Services VII

Salary: $55,154 - $69,794/year

Closing Day: May 17, 2023

A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 999999, CV.pdf).