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Program Coordinator

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Competition Number: J1121-0746
Position Title: Program Coordinator
Employee Group: Support Staff - USW Local 2010
Job Category: Administrative
Department or Area: Industrial Relations Centre
Location: Kingston, Ontario, Canada
Salary: $55,670.00/Year
Grade: 07
Hours per Week: 35
Job Type: Term
Length of term: 16 months
Shift: 7 Monday - Friday
Number Of Positions: 1
Date Posted: November 19, 2021
Closing Date: December 2, 2021

COVID 19 On-Campus Requirements

The Queen’s University Policy Regarding Mandatory Vaccination Requirements for In-person University Activities requires ALL Community Members, including employees, to be Fully Vaccinated against COVID-19 prior to participating in any In-person University Activities. This is a condition of employment for all employees who are required to attend University Property to perform their employment responsibilities. Individuals who cannot be vaccinated due to substantiated grounds (medical and other protected grounds under the Ontario Human Rights Code) may ask the University to validate the exemption and request an accommodation for these rare circumstances. If approved, they will be subject to additional health and safety measures.

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

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Job Summary

The Industrial Relations Centre (IRC) offers many public education programs each year, as well as in-house customized learning programs for specific clients. Reporting to the Operations Manager, the incumbent is responsible for overseeing the logistical planning and delivery of these programs, often simultaneously running one program while preparing for the next. This includes onsite logistical management of each program, as well as pre-program planning activities (such as registration of participants, assisting in the preparation of learning materials, communicating with lead and guest speakers, clients and suppliers, facilitation of payment procedures, etc.), post seminar follow-up activities (collection of expenses from our speakers for processing and future program interest from participants, etc.). As one of the IRC's primary contacts with customers and speakers, the incumbent must have highly developed customer service abilities, as well as finely tuned planning, logistical and communication skills. The ability to adapt in the moment to speaker and participant requests is also essential. These duties require considerable independent initiative and good judgment.

The schedule for this position requires the incumbent to frequently travel, and to work evenings and weekends, and is subject to the averaging and travel time credit provisions of the USW Collective Agreement.

Job Description

KEY RESPONSIBILITIES:
Responsible for all planning and seamlessly executing Queen’s IRC open-enrolment and in-house professional development programs.

Program Logistics Planning
• Plan and coordinate the logistics for on-site and off-site programs. Duties include, but are not limited to:
o Communicating program details to participants
o Working with lead and guest speakers to collect their materials for production
o Coordinate travel arrangements and accommodations for IRC staff and speakers
o Prepare and ship program materials and supplies
o Detail food, beverages and equipment as needed with venues
o Oversee the creation and distribution of post-program evaluations.
• Works closely with other IRC staff and suppliers to ensure they are booked to fulfill their roles during the program.
• Maintains inventory of program related supplies and re-orders as required.
• As a member of the Program Team, make recommendations for improvements to programming and assist with planning and implementing agreed upon changes.

On-site Program Management
• Act as the lead for the logistical management of programs including the welcoming, registering and orienting of participants, room set-up, and technology set-up.
• Orient speakers and ensures that they are organized and equipped to facilitate their sessions.
• Work with the venue staff to ensure we exceed our participant’s expectations.
• Resolve in the moment issues without a disruption to the program or customer.

Customer Service
• Responsible for creating and facilitating positive customer relationships by greeting participants in a courteous manner, addressing participant requests, identifying and addressing participant expectations, responding to changes in participant needs, handling participant feedback and presenting a positive organizational image. Trains on-site casual/student staff in customer service standards.

Database Updating
• Input data into the system and uses the database (ACT!) to provide relevant reports on areas such as registrations, and alumni profiles. At the direction of the Business Development Representative and approval from the Program Team Lead, actively mines for additional prospects to add to our database.

Promotions
• Help to promote the IRC programs and publications through various means such as networking with participants at programs, distributing promotional materials, and attending trade shows (as needed) on behalf of the IRC.
• Undertake other duties as assigned in support of the IRC.

REQUIRED QUALIFICATIONS:
• Three year post-secondary diploma in an area related to business administration, management studies, human resources or industrial relations.
• 3-5 years relevant experience in the areas of customer service and events management.
• Computer and Office Skills, including demonstrable proficiency with word processing, spreadsheet and presentation software as well as the ability to quickly learn new software.
• Exceptional attention to detail and accurate proof reading skills.
• Valid G Class Licence is required.
• A combination of education and experience may be considered.

SPECIAL SKILLS:
• Strong problem solving skills, creativity and initiative to solve immediate problems on the spot.
• Strong logistical and administrative skills in order to plan, coordinate and oversee the many details associated with our programs.
• Excellent communication and interpersonal skills, both oral and written, are critical including public speaking in a social gathering. Must be able to interact professionally with prospective clients, program participants, speakers and suppliers.
• Team skills to work as a collaborative member of the Program Team.
• Excellent organizational and time management skills with the ability to multi-task on a regular basis.
• Ability to work with minimal supervision and act independently in the absence of the IRC Program Team Lead, Operations Manager or Director.
• Adaptable to a diverse, challenging and changing work environment.

DECISION MAKING:
• Determine all logistical details such as menu selection and special events associated with programs
• Determine work assignments for casual/student staff with the Program Team Lead’s approval.
• Formulate and implement solutions to problems, with colleagues or customers
• Decides when to involve senior staff to address out of the ordinary or complex requests.
• With Program Team Lead, decides on staffing needs for programs.
• Seeks and provides solutions to problems.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.

The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.

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