Student Learning Hub Coordinator

JOB SUMMARY

The Student Learning Hub (SLH) Coordinator ensures the efficient and effective daily operations of Library teams. This role provides leadership, advice and direction to a diverse and dynamic team, ensuring effective communications, meetings, and procedural development. Equity, diversity, and inclusion (EDI) principles are central to training, resource allocation, and scheduling decisions for this role.  The Coordinator manages SLH communications across multiple platforms, runs events, collaborates with campus partners, and develops resources for staff training and student support initiatives. The role ensures collaboration and coordination with campus departments, especially SLH partners like Learning Services, Student Services, and other branch libraries of UBC, particularly the Chapman Learning Commons.

ORGANIZATIONAL STATUS

The position reports to the Senior Manager, Writing & Language Learning Services and collaborates with the Manager, Planning and Operations, and the Senior Manager, Learning Resources. It liaises with various university departments, including those within the AVPS portfolio, the UBC Okanagan campus Library, and external stakeholders.

WORK PERFORMED

Administrative and Operational Coordination:

• Creates a positive and welcoming customer service environment for all patrons, both in-person and online, by upholding principles of equity, diversity and inclusion.
• Serves as the primary point of contact for the SLH (via in-person, email, or ticketing system, etc.) and conduit for SLH information, ensuring that requests and inquiries are escalated to the correct individuals.
• Oversees the appointment booking system, with an emphasis on improvements that could enhance accessibility for users.
• Creates student employee schedules, accounting for budget, staffing levels, and service needs.
• Responds to and mitigates immediate staffing concerns, including lateness and absences, finding backfill or moving appointments for already booked appointments.
• Responds to walk-in, phone and email inquiries, triaging inquiries to appropriate services, escalating issues to the appropriate manager.
• Provides training and guidance to student employees on topics including but not limited to UBC, SLH and Library resources, equipment, technology, space access, and any policies, and procedures.
• Maintains current knowledge of UBC’s new and expiring services and policies for students, ensuring dissemination to staff and stakeholders.
• Coordinates and leads projects (e.g.: environmental scans, website analytics and consequent website redevelopment, space reconfiguration, collaboration with campus partners, etc.) that support services.
• Oversees system and technology upgrades and coordinate testing and implementation.
• Assists in the development and delivery of training sessions and instructional materials. May present approved materials during sessions, and respond to user questions, referring where appropriate.
• Maintains the SLH Canvas Training Course and CRLA certification.
• Establishes work standards in both quality and quantity.
• Monitors work quality and provides feedback to managers regarding staff performance.
• Prepares and maintains records for sick time, vacation and other absences.
• Plans and implements the recruitment, onboarding, and evaluation of SLH student employees.
• Reviews and adjudicates fine appeals, claims returned, for missing and damaged items.  
• Provides data insights to inform policy changes and resource acquisition.

Administrative Coordination:

• Facilitates SLH operational activities, maintaining contact with campus partners.
• Ensures website content remains current in collaboration with campus partners and stakeholders.
• Maintains and oversees SLH technology, recommending replacements as needed.  May assist with missing and/or damaged assets.
• Compiles statistics and generates reports as directed.
• Develops and maintains procedure manuals for SLH activities.
• Updates and maintains clear file systems, documentation and databases, while respecting privacy and confidentiality.
• Manages payroll accuracy for employees.
• May assist with financial processes, including purchase orders and reconciliation.

Communications and Outreach:

• Maintains and updates SLH communications channels, (websites, emails, Teams, SharePoint, etc.).

• Researches, writes, edits, and proofreads reports, announcements, and educational or promotional materials
• Creates effective and visually appealing communication materials in line with the UBC brand and guidelines.
• Coordinates the purchase of promotional materials.
• Coordinates and supports SLH or Library events as required.

Strategic and Policy Support (under the guidance of the supervisor):

• Contributes to workflow analysis, problem-solving, and decision-making associated with department-wide procedures and/or workflows.
• Contributes to short- and long-term planning within Library strategic goals.
• Identifies and recommends policy and procedural updates based on evolving needs of the SLH.
• Acts as backup for other Library Coordinators.

Other Duties:

• Performs other related duties as required.
• Supports operational functions as required to ensure priority departmental objectives are met.

CONSEQUENCE OF ERROR

Work is carried out with minimal direction and requires a high level of accuracy. Attention to detail and a thorough knowledge of UBC policies and procedures are critical. This position is responsible for ensuring all student employee shifts entered into the Workday system are accurate and meet but not exceed the budget goals for the appropriate term. The position also has access to sensitive student data through the appointment booking system; thus, they must be rigorous in uphold UBC’s privacy policies as data breaches could have negative impact on the SLH, Library, and UBC, resulting in legal suits, poor public relations, financial costs, loss of credibility. The incumbent must also be able to make sound decisions regarding coordination of activities which enable library and SLH users to access services and resources. An error in judgement may have a negative impact on a user's ability to receive the assistance at service points to complete their assignments in a timely manner. Managers or supervisors would be involved when dealing with repercussions of such an error.  As a supervisor, the incumbent must demonstrate exceptional public relations and interpersonal skills in dealing with members of the university community to set an example for other staff and student employees. The incumbent also ensures that staff/student employees are providing high quality customer service. An error in judgement could affect the reputation of the Library and the SLH. Information and recommendations must be accurate and provided in a respectful, timely, clear and supportive way. Exercises judgment, initiative and decision-making when involving budget, human resources, and monitoring of activities within the Library and Student Learning Hub.

SUPERVISION RECEIVED

Reports to the Senior Manager, Writing and Language Learning Services.

SUPERVISION GIVEN

This position schedules and assigns work to student staff. As well, the incumbent will provide input into hiring, performance evaluations, short-term staffing requirements, and will establish and monitor work quality and work standards. The incumbent will provide supervision to students.

Qualifications

• A minimum of two (2) years of post-secondary education is required.
• A minimum of five (5) years' experience in a post-secondary environment which includes two years of progressive leadership experience; a demonstrated ability in working with cross-functional teams; experience in working in various areas within a library or student services area is an asset, and/or an equivalent combination of education and experience.
• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
• Highly developed customer service skills grounded in EDI principles.
• Proficiency with MS Office (Word, Excel, Outlook, Team, etc).
• Experience with WordPress and desktop publishing software.
• Effective oral and written communication skills with accuracy and attention to detail.
• Ability to interact with empathy, understanding and respect of diverse and divergent perspectives and behaviours.
• Ability to operate office equipment and manage technology.
• Ability to handle confidential or sensitive matters with discretion.
• Strong interpersonal, organizational, and multitasking abilities. Project management experience.
• Demonstrated ability to work under pressure and to meet deadlines while being courteous and helpful.
• Ability to lead and keep notes at meetings.
• Experience with website maintenance and promotional materials development
• Knowledge of library and/or writing centre policies, procedures, and systems as well as academic culture.
• Ability to work flexible hours, including evenings and weekends.