| Position Title: | Director, Student Support Services |
| Vacancy Reference No: | 28425 |
| Closing Date: | 31 October 2008 |
| Department / Division: | Student Support Services Department |
| Campus: | Gardens Point |
| Classification/Salary Range: | An attractive remuneration package will be negotiated with the successful candidate |
| Plus Superannuation: | 17% employer contribution |
| Status: | Fixed-term for five years |
| Contact Name and Title: | Carol Dickenson, Registrar |
| HR Contact and Title: | Terri Tabakovic, Senior HR Advisor |
Open to: Australian or New Zealand citizens, Australian permanent residents or temporary visa holder for the duration of the fixed term appointment
DUTY STATEMENT
Position Purpose
The Director of the Student Support Service Department is primarily responsible for the development and implementation of policies and practices that will result in effective strategic management of the activities of the Department. The position is responsible for the achievement of organisational objectives, which encompass an emphasis on leading comprehensive, well-integrated and well-patronised student experience/life services, whilst ensuring the delivery of high quality client service provision which aligns with the University’s Blueprint, the Division of Administrative Services Strategic Plan and the Department’s mission.
The position leads the delivery of high quality and innovative services supporting the learning environment for students, including enrichment of the student experience through diversity of extra-curricula opportunities on campus and through partnerships with faculties and other divisions, industry, the professions and the wider community.
These goals are achieved through the provision of services by the Department and in collaboration with other service providers based on research into and advocacy of student experience/life services within the University community and through effective marketing of services to students and the broader community. Efficient use of financial, physical and human resources together with the implementation of marketing initiatives and key technological advancements such as self-help services underpin the position’s achievement of Departmental goals.
The Director is also responsible for leading cultural change and organisational change in the Department, particularly to ensure an ongoing emphasis on student centred services, continuous improvement and quality.
Organisational Relationships
The Director reports to the University Registrar and is a member of the Division of Administrative Services Management team. The position currently has the following staff reporting directly to it:
- Manager, International Student Services.
- Manager, Careers and Employment.
- Manager, Counselling Services.
- Manager, Health Services.
- Ceremonies Officer.
- Coordinator, Q-Step.
- Coordinator, Scholarships.
- Orientation and Transition Coordinator.
- Administration and Resources Officer.
- Finance and Web Officer.
The position has very strong organisational links, accountabilities and dependencies with Student Business Services and as such consults regularly with the Director of that Department in particular regarding interdependencies of student services and service provision agreements relating to shared services.
The Director has a key role to play in the development of partnerships with significant University clients i.e. Faculties and Divisions, particularly with regard to issues such as research into the student experience, Orientation and transition, First Year Experience program, Student Support and the Equity Office. These partnerships will ensure that the Department works across functional lines to deliver mainstream core functions and negotiates to deliver sustainable and agreed boutique operations.
The position also consults regularly with the Divisional Budget Officer and Executive Officer with regard to issues relating to the Department’s financial position, audit issues and adherence to Government regulations.
The Director may on occasion act as Registrar in her absence and regularly represents the Registrar on a number of University committees.
INTERNAL AND EXTERNAL CONTACTS
Internal
The Director’s prime contact is with the University Registrar on both divisional and departmental management issues and to provide advice on major student experience/life related issues.
The Director deals directly with the Vice-Chancellor on a range of issues when necessary and attends the Vice-Chancellor’s Advisory Committee as invited to advise on relevant issues e.g. orientation, First Year Experience program, student support, scholarships.
The position also consults widely with staff in Faculties and Divisions and specifically with senior staff and committees in the Student Business Services Department, Faculties, Teaching Quality area, Finance and Resource Planning Division, Chancellery, Division of Technology Information and Learning Support, Division of International and Development, and Division of Research and Commercialisation.
The purpose of this contact is normally to provide or seek information, generally relating to student support matters.
The position consults directly with Deans and Faculty Managers and other senior Academic and professional staff as well as the President and other officers of the Student Guild. The dealings often involve negotiation and liaison, the provision of advice and recommendations on a wide variety of student experience/life policy issues.
The Director is required to present papers to various University Committees and to make addresses at meetings of Divisional Executives and Faculty Managers as well as various Departmental forums.
Within the Department the Director deals on a day-to-day basis with Area Managers. The Director also works with managers on a strategic level to develop and implement strategic directions and operational plans.
External
The position is required to network, liaise, negotiate and consult with external parties including: Senior Officers from other Universities, Commonwealth and State Government Agencies e.g. DEEWR, Queensland Studies Authority, Community and Special Interest groups e.g. Golden Key Honour Society Executives, Universities Australia, QTAC.
The position is required to network and consult with peers and counterparts at other Universities throughout Queensland and Australia, promoting the interests of the University.
The position has regular contact with students and occasional contact with QUT graduates and their families. The focus of this contact is to seek and provide advice and guidance on a range of policy and practices related to student experience/life matters.
Committees
The position serves as Chair, a member and in some cases Registrar’s nominee on a number of University and external committees including the University’s Teaching and Learning Committee (from time to time), Course and Careers Day Working Party (Chair), Student Experience Management Committee (Chair), First Year Experience Committee, Scholarships Network (Chair), Student Support Network group (Chair), Timetabling Review Committee, Orientation Working Party (Chair), Golden Key Executive, Student Support Services Executive Committee, Faculty Academic Boards and several ad hoc committees and working groups on various student support related issues.
QUANTIFIABLE INFORMATION
| (Approx) | |
Departmental Budget: |
$ 6 million |
Staff: |
65 ongoing or long term/fixed term |
Student Numbers: |
39, 000 (including >5000 international students) |
Graduation Ceremonies: |
25 pa (including up to 6 international ceremonies pa) |
Scope of Services Provided By Department: |
Q Step Graduations/Ceremonies International Student Services Careers and Employment Counselling Health / Medical Services Orientation and Transition First Year Experience Scholarships Management |
NATURE AND SCOPE
Environment
Under broad guidance from the University Registrar, the Director is required to strategise and implement plans, services and procedures that will proactively lead the Department into the future, establishing it as a recognised benchmark service provider of student experience/life services amongst Australian Universities.
The Director will anticipate and take into account internal and external influencers, including changes, trends and issues that drive and impact directly or indirectly on service provision and strategic direction of the Department. Examples of influencers include:
External Influencers:
- Changes to Federal and State government education policy.
- Introduction of new legislation and changes to existing legislation and regulatory requirements which impact on student experience.
- Increased compliance and governance responsibilities and accountabilities required of Australian Universities e.g. Education Services Overseas Students (ESOS) Act.
- Increased cooperation and collaboration of Australian Universities.
- Advances in technology / web services.
- Emergent best practice in provision of student experience/life related services i.e. a mixture of self-service and personalised service.
Internal Influencers:
- QUT Blueprint.
- Division of Administrative Services Corporate Review Recommendations.
- Division of Administrative Services Strategic Plans.
- Frequent review, update, amendment and establishment of university policies and procedures and their impact on the student experience, including student focus initiatives, internationalisation of QUT, first year experience, attrition and retention initiatives.
- Budget pressures.
- Changing service models.
The primary aim of the department is to ensure that students receive a positive initial and ongoing experience with QUT that equips them for success through the timely provision of relevant, competent and student friendly support services, delivered directly or in partnership with others.
The Director is expected to accomplish this aim through the leadership of a highly innovative, proactive, collaborative, integrated and strategic department that facilitates student access to and progression in academic studies that enhance their academic opportunities and enrich their QUT experience.
Challenges
The key job challenges confronting the Director include:
- Promoting a strong culture of student support throughout the Department and University.
- Undertaking research into the Student Experience and respond to the issues raised.
- Effective management of the Department within tight budgetary and staffing constraints and with limited physical resources.
- Negating the impacts of resource limitations through identification of opportunities for cost-recovery, income generation and resource sharing.
- Creating a culture of close collaboration, partnership and cooperation that ensure seamless, integrated service delivery.
- Resolution of conflict involving students and/or staff members.
- Frequent changes to policy, legislation and regulatory requirements affecting student experience/life and adaptation of services, systems and procedures to respond to these changes.
Work Performed
The primary role of the Director is to proactively lead the Department in developing and maintaining a recognised benchmark suite of student experience/life services that realises QUT’s strategic directions with regard to the student experience.
The Director will attain benchmark status through development of highly strategic and innovative models of student experience/life service provision, leading collaborative activity, coordinating marketing of services and advocating the importance of services within the University community.
The Director leads ongoing research and investigation into issues related to student experience/life and is directly involved in projects and investigations within the department.
The role requires the Director to develop a thorough understanding of all activities of the Department, identify needs for new or revised services to ensure sustainable service delivery, contribute to Divisional submissions, management, planning and staff relations.
Integral to the role are sound strategic planning, financial, human resource and Information Technology planning and management.
The Director is required to identify opportunities and make recommendations on future development and implementation of technological solutions including web-enabled services that compliment personalised service provision.
The Director is involved in the resolution of problems presented by students requiring support services in accordance with University statutes, policies and procedures.
The Director is expected to contribute to the overall management and advancement of the University and its strategic positioning through policy development, liaising and provision of advice, contribution to the management of the Division of Administrative Services, particularly through the Divisional Management group.
Duties include:
The main functions, responsibilities and position outcomes of the Director are to:
- Provide leadership across the University in student support services.
- Lead and manage the Department in the provision of student support services.
- Driving and developing strategic and operational planning, budgeting and resource allocation, training and development, continuous improvement and benchmarking activities.
- Manage the Department within resource boundaries ensuring appropriate levels of service provision and utilisation of opportunities for cost-recovery, income generation and resource sharing.
- Contribute to management of the Division of Administrative Services through participation on Divisional Management groups.
- Provide advice to Faculties, Schools, Divisions and University Committees in student experience/life implications of proposals.
- Provide expert advice to the University executive on student experience/life related matters.
- Manage the resolution of problems presented by students requiring support services in accordance with University statutes, policies and procedures.
- Keep informed of Higher Education Policy, University trends, issues and strategies and initiatives as well as regulatory, legislative and technological advances by developing and maintaining internal and external peer networks in order to integrate these into Department, Divisional or University plans, budgets, strategies and procedures.
- Ensuring business risks are identified and managed through effective risk management strategies.
Job Authority
The Director has the authority to direct any operation or staff members of the Department.
Specific delegations of authority include:
- Commitment of funds up to $20 000.
- Selection, deployment and supervision of staff to meet the Department’s needs.
- Approval of leave applications for Departmental staff.
- Decision making on behalf of the University on a wide range of student experience/life related matters.
- Providing recommendations to the Vice-Chancellor, Registrar and various other senior University staff and University committees regarding student experience/life matters.
SELECTION CRITERIA
Essential:
- Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience or extensive experience and management expertise, or an equivalent combination of relevant experience and/or education training.
- Demonstrated experience in strategic leadership in student support services (or similar), through formulation of strategic directions and a student support service framework, which will enable the Department to provide key strategic value to the University in terms of its future strategic positioning.
- Demonstrated ability to provide leadership and supervision to staff, in order to motivate, develop and empower staff to excellence in work performance, client service and achievement of University Blueprint, high level plans and Departmental mission and goals.
- Demonstrated management skills and a proven record of achievement, related to the efficient and effective management of human, financial, information technology and strategic resources, in an executive position within a large and highly complex organisation.
- Demonstrated ability to undertake research, think strategically and innovatively and proactively analyse and evaluate complex strategic organisational issues in order to develop value added solutions and practical strategies for development of a leading edge suite of client services.
- Demonstrated highly developed interpersonal, negotiation and communication skills, including the ability to establish positive working relationships with employees, line management, senior management and external organisations, to ensure desired business outcomes are achieved in relation to planned goals and policies.
- Demonstrated skills in conflict/problem resolution with students (or similar) requiring support services.
- Demonstrated understanding and application of contemporary change management and organisational development principles and practices that result in significant improvements in organisational culture, service delivery models and client service/focus.
- Demonstrated commitment to quality client service, which develops, maintains and enhances constructive and collaborative client relationships with a diverse range of internal and external clients.
- Demonstrated ability to determine the applicability of Information Technology to furthering the delivery of client (student) services.
- Sound knowledge of equal employment opportunity and equity principles and workplace health and safety with a demonstrated ability to implement these principles at an operational level.
Desirable:
- Demonstrated experience within a student services environment.
Information for applicants
Delegations for authority for this position are available at http://www.mopp.qut.edu.au/Appendix/appendix03.jsp
SHORTLIST/INTERVIEW INFORMATION
Please note that shortlisting for this position is expected to take place early November 2008 and interviews will be held mid November 2008. Shortlisted applicants are expected to conduct a short presentation to the panel as part of their formal interview. Presentation format to be advised prior to interview.
HOW TO APPLY
Please provide:
- Application Cover Sheet (doc, 60kb or pdf, 17kb)
- Applicants are encouraged to systematically address the selection criteria.
- Your current resume – including academic qualifications and the names and contact details of professional referees and the period of notice you would need to give your current employer if offered the position.
Forward your application to jobapplications@qut.edu.au quoting vacancy ref no. 28425 by 31 October 2008.
Prior to submitting your application please review information regarding immigration requirements, workplace health and safety, equal employment opportunity, non-smoking policy and relocation available at
http://www.hrd.qut.edu.au/jobs/information.jsp.
After the closing date, you can check the status of the recruitment process. QUT is an equal opportunity employer and employer of choice for women.