Annotated Position Description Pro Forma PACCT Staff

POSITION DESCRIPTION

POSITION TITLE: Student Management Officer

DIVISION / DEPARTMENT: VET/Centre for Tourism and Hospitality

CLASSIFICATION LEVEL: TAFE PACCT Worker Level 2

MODE OF EMPLOYMENT: Part Time (0.6 Time Fraction)

*LOCATION: 555 Latrobe Street, Melbourne

Date: February 2016

*Note that the incumbent may be required to operate from any work sites of the Institute

GENERAL INFORMATION ABOUT THE INSTITUTE

William Angliss Institute is the State government endorsed Specialist Centre for Hospitality, Tourism and Culinary Arts and is recognised as Australia’s leading provider of training for these key industry sectors. The Institute aims to provide excellent vocational education and training services for industry, students and government in Victoria, Australia and globally.

Programs offered by William Angliss Institute range from one-day courses and weekend industry training, through to apprenticeships, nationally recognised certificates and two-year full-time advanced diploma programs. Specialist degree programs extend the Institute’s portfolio to provide higher level business and management education. Close links with industry and continuing innovation in the delivery of services ensure the relevance of programs to today’s workplace.

GENERAL INFORMATION ABOUT THE DEPARTMENT

The Centre offers a full range of courses including Certificate III and IV, Diploma, Advanced Diploma, work place assessment and other emerging training opportunities in the Centre for Tourism and Hospitality. PRIMARY PURPOSE & OBJECTIVES OF THE POSITION

Provide administrative and operational support to the Centre for Tourism and Hospitality, Hospitality Programs to ensure effective, consistent and reliable systems are in place to administer the lifecycle of the students.

Provide excellent customer service that includes providing general advice to potential students, current students, employers, internal departments and the teaching staff on areas of choice of course information, enrolment procedures, timetabling, graduation and other administrative schedules and processes as required.

Maintain accurate student information through the student database for each student by ensuring that enrolment data, progression, and attendance is processed in line with Institute processes and the administrative schedule.

Provide statistical data as required on areas such as enrolments, student cancellations and other relevant data to the Manager and Program Leaders of the Centre for Tourism and Hospitality.

REPORTING RELATIONSHIPS

Student Management Officer The Student Management Officer reports to the Student Management Coordinator Centre for Tourism and Hospitality, who reports to the Manager Centre for Tourism and Hospitality. This is one of two (3) Student Management Officers reporting to the Student Management Coordinator.

There are no positions reporting to this role.

KEY DUTIES

Provide administrative and operation support to the Centre for Tourism and Hospitality, Hospitality Programs, in order to maintain the efficient operation of the student management function.

Provide high level customer service to clients both in person and over the phone.

Answer telephone, e-mail and personal enquiries from prospective, current and past students, providing an efficient and accurate information service.

Assist with the organisation of student selection interviews.

Ensure enrolment documentation is printed and available on enrolment days.

Organize the administrative requirements on enrolment days, to ensure records are maintained of students who require following up.

Initiate the preparation of enrolment/re-enrolment correspondence to be sent to students. Acknowledge receipt of all course applications.

Monitor students once enrolled to ensure they are placed on a class list and that all fees have been paid receipted.

Administer the appropriate processes for deferred students in accordance with Institute guidelines.

Assist with the preparation of correspondence to be sent to students as directed by Student Management Coordinator.

Liaise with Program Leaders in the allocation of students to classes and the entry of this data into the SMS system.

Assist with the maintenance of the student management system, with regard to all change of class forms and class redirection notices.

Assist students and teachers with timetable and class list information.

Provide information to clients and Program Leaders on course completion, verify graduation applications. Liaise with Student Records and Enrolments for requirements of graduation ceremony.

Ensure that the student enrolment data is accurate and current with the timely data entry of new student information.

Ensure Institute procedures are followed for the processing of all deferrals, withdrawals and credit transfer forms onto Student Management System.

Administer the flow of enrolment amendments, ensuring forms are completed and forwarded through to the enrolment officers.

2 Attend any meetings, as required, on behalf of the Department to ensure that communication and knowledge is maintained.

Attendance marking into the Student Management System database for roll books to keep accurate and up-to-date information for reporting. Provide assistance to Program Leaders for all roll book audits and queries.

Maintain student noticeboards with accurate and current information (for example room changes, class cancellations, competitions, industry information).

Assist in the design and production of forms and documents for the Centre where necessary.

Notes:

 The incumbent can expect to be allocated duties not specifically mentioned in this document but within the capacity, qualifications and experience normally expected from persons occupying positions at this classification level.

 Specific performance objectives will be negotiated as part of the Institute’s regular performance planning and review process.

 The incumbent will be required to comply with the Institute and Public Sector Code of Conduct, Occupational Health and Safety Policy and Procedures, Managing Diversity Policy and Procedures and any other relevant legislation, policy, procedures or practices.

In accordance with the William Angliss Institute of TAFE PACCT Staff Enterprise Agreement 2011 (PACCT EBA), the following descriptions apply for PACCT LEVEL 2 positions:

EDUCATION, TRAINING AND EXPERIENCE

Education, Training and Experience means the type and duration of training which the duties of the classification level typically require for effective performance. Training is the knowledge through formal education, on the job instruction or exposure to procedures.

Normally requires completion of trade certificate or year 12 and demonstrated relevant experience or, equivalent relevant experience. Employees with lesser formal qualifications and relevant knowledge of the job or experience may be appointed at this level.

TASK LEVEL

Task Level means the type, complexity and responsibility of the tasks typically performed by staff within each proposed classification level

Tasks at this level are generally straightforward with clearly established procedures. At times tasks require more complexity involving the choice of application of the best approach within established procedures.

Responsible for the timely completion of various tasks which are within their own control.

JUDGEMENT AND PROBLEM SOLVING

3 Judgement is the ability to make sound decisions, recognising the consequences of decisions taken or actions performed, and Problem Solving is the process of defining or selecting the appropriate course of action where alternative courses of action are available.

Exercise judgement on the organisation of work in accordance with daily work routines and work flows.

Make decisions within established rules, techniques and procedures.

Choose between a range of alternatives to solve relatively simple problems with reference to established techniques and practices.

Assistance is available when required.

Exercise judgement on work methods and task sequences within specified timelines and standard practices and procedures.

SUPERVISION AND INDEPENDENCE

Supervision and Independence means both the way in which positions are supervised, managed or held accountable, and the degree of independence which applies in supervising or managing other staff and contractors. Independence is also the extent to which a staff member can work independently without supervision or direction.

Routine supervision where decisions and options are limited and work outputs are monitored by immediate supervisor.

Routine supervision of straightforward tasks, close supervision of more complex tasks.

Exercise discretion within standard practices and processes.

ORGANISATIONAL RELATIONSHIP AND IMPACT

Organisational Relationship and Impact means the level of knowledge and awareness of the organisation, its structure and functions that would be expected in the performance of the duties of the position, and the purposes to which that organisational knowledge and awareness may be put.

May provide general information / advice and assistance to members of the public, students and other staff that is based on an operational knowledge of the functional area.

Perform tasks / assignments that require knowledge of the work area processes and an understanding of how they interact with other related areas and processes.

INTERPERSONAL SKILLS

Interpersonal Skills means the level of communication skills both verbal and written and the scope of the circumstances where the staff member is expected to use these skills.

Ability to communicate operational requirements to members of the public and / or other employees in the performance of well-defined individual and team activities.

Require skills in verbal and written communication to enable the preparation of routine correspondence and reports.

Note: PACCT Staff at this level must also be competent in meeting criteria detailed for the previous level as per Schedule 3 of the PACCT EBA. 4 KEY SELECTION CRITERIA

 Experience in a customer service environment, a strong commitment to client service principles and the ability to be responsive to client needs.

 Proficient IT skills using Microsoft and various database software packages.

 Experience in an administration role which involves the coordination of a range of functions and the provision of advice.

 Highly developed interpersonal and communications skills.

 Ability to prioritise work with minimal supervision.

 Demonstrated behaviours that align with the William Angliss Institute Values.

Desirable

 Similar experience in and education environment will be highly regarded.  Demonstrated computer skills and experience in using packages such as a Student Management System.

5 WILLIAM ANGLISS INSTITUTE STRATEGY 2015-2017

Statement of Vision: The leading education provider of Australian hospitality, tourism, foods and culinary arts knowledge and expertise locally, nationally and internationally.

Mission Statement: To deliver the highest quality specialist skills and education to inspire, empower and develop people passionately devoted to being service industry professionals, leaders and innovators.

Business Strategy: To be a leader in foods, tourism, hospitality and events education, training and industry services;

Use differentiation as a strategy based on WAI’s specialist expertise, broad range of programs (vocational and higher education), the quality of facilities, our connection to the industry and our corporate experience;

Grow in a manageable and profitable manner working to achieve the owner’s target for return on investment.

STRATEGIC THEMES

William Angliss Institute has established a 10 year vision of its strategic priorities. In looking to 2020 the seven strategic priorities are:  Enhanced program flexibility  Broadening our scope, integration and specialisations  Developing and expanding international partnerships  Developing a national operating network  Becoming a recognised part of higher education  Developing an applied research capability  Investment in facilities and infrastructure

The 2015-2017 Strategic Plan sits within the 10 year planning horizon.

The key strategies for 2015-2017 are:

1. Reviewing and improving price, cost and yield 2. Sharing and leveraging partnerships 3. Leading the market in products and services 4. Being regionally active in international development 5. Augmenting the brand 6. Capturing our specialisation

INSTITUTE VALUES

Personal Responsibility: accountable, responsive, with integrity, respect and impartiality and acknowledging human rights Inspiration: passionate, stimulating and optimistic Empowerment: nurturing, encouragement and challenging Community: sharing, partnership and connections Expertise: leadership, innovation and industry practice