Operations and Program Administrator (Social Work)

Department: Faculty of Social Work 

Job Type: Continuing

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Kitchener 

Reports to: Senior Administrative Officer, Faculty of Social Work

Employee Group: WLUSA 

Application Deadline: 01/01/2025 

Requisition ID: 8784 

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict.  Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

Position Summary

The Faculty of Social Work (Faculty) offers a Bachelor of Social Work (BSW), a Master of Social Work (MSW) and a PhD. The first two degrees constitute the professional program accredited by the Canadian Association of Social Work Educators. The PhD offered by the Faculty is a research-based degree.

Reporting to the Senior Administrative Officer, this multi-functional position is the first point of contact for the Faculty and provides a wide range of comprehensive administrative and program support. Due to the diverse nature of the faculty, the location, and the multi-campus aspect, this position combines duties that assist diverse stakeholders, including students, faculty, staff, student groups, Laurier departments, research groups, vendors, the general public, other universities, and community partners.

The Operations and Program Administrator supports the Dean’s office by ensuring operations run smoothly and efficiently, overseeing facilities, space management, administrative tasks, health and safety, and program administration. The  Operations and Program Administrator is the sole staff member on the main floor, the first point of contact for stakeholders, and the one who welcomes visitors. The Operations and Program Administrator also serves as backup support during peak periods and staff absences. 

Under the functional direction of the Associate Dean (AD) PhD programs, this role operates independently and efficiently manages the administrative aspects of the PhD student experience. It oversees the program from recruitment through admissions, ensuring deadlines and targets are met. The  Operations and Program Administrator is the primary contact for applicants and is responsible for recruiting and admitting top candidates. The Operations and Program Administrator ensures the smooth operation of the PhD program and student services, acts as the primary contact for PhD students, and advises on curriculum and program requirements.

As a subject matter expert, the Operations and Program Administrator must be a self-motivated problem-solver adept at supporting diverse client groups and faculty needs. This role demands sensitivity, diplomacy, and judgment in handling confidential information from the Dean’s office, professionally representing the faculty, and navigating the Faculty’s dynamic nature, resources, and community relationships.     

This position has a university-wide mandate and is based at the Kitchener Campus. Due to the responsibilities of this role, this is an in-person position (5 days/week) at the FSW and is not eligible for work-from-home arrangements. Flexibility in working hours is required to provide building access and coverage during events.

Accountabilities

1. Facilities & Operations   

Oversight

• Define and communicate objectives and benchmarks for cleaning services, maintenance, groundskeeping, security requirements, facility needs, and essential operations.

• Monitor facilities’ cleanliness and external conditions and coordinate improvements with security, custodial and Laurier staff to maintain high standards.

• Coordinate and communicate FSW security scheduling, building access, and custodial services. 

• Liaise with Laurier services for administrative and facility projects, including tech installations, maintenance, and renovations.

• Oversee physical infrastructure usage, office setup, and moves with Physical Resources. 

• Create and manage inventory for faculty, including parking passes, peripherals, and equipment.

• Develop best practices and coordinate facility-related services, including maintenance, repairs, servicing equipment (e.g., photocopier), equipment storage, room booking, digital displays, tech training, and signage.

• Collaborate with Laurier departments to create and manage the FSW facility booking process.

• Manage office and space allocations, moves, onboarding (office/tech set up), and purchases (e.g. equipment, furniture).

• Maintain room key assignments, audio-visual equipment booking schedules, photocopier codes, OneCard access, building directories, cases and bulletin boards.  

• Oversee office supplies, mail distribution, courier services, shredding, and work orders.

• Maintain updated procedures, SOPs and work plans.

Administration

• Provide frontline reception and serve as the first point of contact for inquiries, directing visitors to appropriate resources while responding promptly to queries.

• Processes invoices, cheque requisitions, purchase orders, expense claims, honorariums, receipts, deposits, and reconciliations adhering to WLU policies. 

• Support the Dean’s office with processing contracts and expenses and advise on facility needs.

• Coordinate and maintain room booking processes and scheduling for academic and non-academic purposes, schedule and communicate classroom bookings and changes/cancellations, communicate schedules, troubleshoot space requests, and ensure adherence to WLU policies (e.g., insurance, security, Traditional Medicines Policy, Open Flames Policy).

• Orient users to classroom technology (e.g., console, mic, camera) and troubleshoot issues.

• Engage with local agencies, community groups, and vendors for events and facility use.

• Plan and execute event logistics (e.g., room set-up, tech, catering, signage), and coordinate events such as orientation, thesis presentations, and student services workshops.  

• Manage communications regarding programs, policies, events, Laurier services, and updates.

• Prepare post-event reports (e.g., budgets, participation).

Health & Safety

• Ensure compliance with health and safety regulations for the FSW-Kitchener building, coordinating with the University Joint Health and Safety Committee and relevant departments.

• Recruit and coordinate participants for health and safety inspections and emergency warden teams, ensuring training for all members.

• Oversee emergency and fire drills and coordinate communications.

• Adapt procedures and policies to meet Laurier standards and advise on facility-related security and custodial needs.

• Report facility issues to the SAO and Administrative Manager.

2. Program Administration

• Provide backup support for admissions and programs.

• Maintain student record confidentiality per Laurier policies.

• Oversee scholarship processes, admissions recommendations, and recipient communication.

• Coordinate MSW and PhD application processes for OGS and SSHRC grants, advise students, calculate GPAs, and communicate selections.

• Ensure accuracy and accessibility of internal and external student websites.

• Create and update listservs.

• Manage logistics and communications for grad photos and composites, ensuring accuracy and completion of framing.

• Liaise with Laurier’s convocation committee to plan FSW convocation and recruit volunteers.

• Complete Confirmation of Completion of Degree Requirements forms for the OCSWSSW and provide confirmation letters for prospective employers.

3. PhD Program

Coordination

• Under the direction of the Associate Dean (AD), coordinate all aspects of the PhD program, including administrative support and program review.   

• Manage fswphd@wlu.ca and handle all communications, ensuring timely responses.

• Assist students with online registration, provide overrides, resolve issues, and process necessary forms (e.g., annual progress reports, and petitions).

• Provide academic advising on curricular requirements, policies and procedures, appeals, and address complex issues (e.g., course problems, grade petitions, accessible learning needs). 

• Review student registration for incomplete or failed grades and clear students for graduation.

• Support MSW and PhD students through the thesis defense process, including logistics (e.g. reminders, room bookings, extensions, distributing materials), form preparation, coordinating the conference and thesis funding application process, communication with committees & FGPS, and post-defense processes.

• Submit applications from non-Laurier faculty serving on PhD dissertation and comprehensive committees for appointment to the Laurier Graduate Faculty as an adjunct faculty.

• Support students in their application to the PhD committee of their proposed dissertation and comprehensive committee memberships and ensure committee approval.

• Monitor and update Graduate Calendar sections for the PhD program, preparing curriculum change templates for Divisional and Graduate Faculty Councils.

• Provide input and edits to the CASWE and IQAP report for the PhD program.

Teaching Assistants/Research Assistants/CTF Exempt Positions

• Coordinate graduate funding and teaching assistantships to meet Minimum Guaranteed Funding (MGF) commitments, prepare MGF spreadsheet and forms and submit to FGPS.   

• Collaborate with faculty and CTF to identify TA needs, integrate with student availability and eligibility, and coordinate PhD student hiring for CTF Exempt positions with FGPS, PTAC, the Dean’s office and the AD.    

• Post MSW RA/IA and PhD TA/IA positions and organize applications for the selection process.

• Prepare TA/RA contracts for student signature and submission to FGPS for processing. 

• Provide enrolment projections to the AD to inform TA assignments, adjunct appointments, and budget planning.

         Recruitment

• Serve as the first point of contact for internal and external PhD applicants.

• Collaborate with CPAM to develop recruitment publications, research competitor materials, and create content in collaboration with FSW recruitment staff.

• Advertise the PhD program through WLU alumni, Ontario Association of Social Workers listservs, and other channels.

• Attend virtual and approved in-person recruitment events, as required, and assist the AD in planning recruitment activities to meet enrolment targets.

• Schedule information sessions and manage event logistics.

• Create and order recruitment material in collaboration with FSW recruitment staff.

Admissions

• Design admission evaluation tools and train readers to assess candidates based on established criteria.

• Process applications, calculate GPAs, assess transcripts and evaluate all PhD program applications, ensuring applicants meet admission requirements.

• Circulate applications to the PhD committee, prepare recommendation forms for qualified applicants and send them to FGPS for final offers and scholarships.

• Attend and support admission meetings, communicate final decisions (acceptance, waitlist, rejection), and provide updates to incoming PhD students.

4. Committee Administration

• Act as Secretary for the PhD Admissions, Curriculum, and Student Affairs Committee: schedule meetings, book rooms, organize membership, and compile and distribute agendas, meeting materials, and minutes.

• Attend and support other committees/meetings as required, including preparing minutes.

Reporting Relationships:

Provide direction to student RA/TAs and complete supervision requirements.

Qualifications

• University degree with at least two years of relevant administrative experience, preferably in an academic environment.

• Knowledge of Faculty and University policies and procedures to advise students and make informed decisions.

• Exceptional problem-solving and customer service skills; ability to stay calm under pressure.

• Experience overseeing facilities, working with vendors, and engaging with diverse audiences.

• Maintain confidentiality and handle sensitive student issues with diplomacy and discretion.

• Demonstrated initiative, resourcefulness, and tact.

• Excellent interpersonal skills to interact with diverse academic and cultural backgrounds; ability to collaborate with academic and administrative staff, and students.

• Capability to work independently and as part of a team.

• Strong organizational, multi-tasking, and time management skills to meet deadlines in a busy environment.

• Meticulous attention to detail and ability to review own work for accuracy.

• Event organization and planning experience.

• Proficiency in MS Office, Adobe, and Banner or similar databases.

• Experience with reporting tools like Cognos to extract and interpret student record information.

• Ability to manage, prepare, and post website materials.

• Strong written and verbal communication skills with excellent proofreading, grammar, spelling, and composition.

• Experience with meeting procedures and minute-taking.

This position has been deemed eligible for Educational Equivalencies.

Hours of work

The normal hours of work are Monday to Friday, 8:30am-4:30pm.

Compensation

Level: D

Rate of Pay:  $37.22 - $39.35 per hour with an annual step progression on anniversary date to $42.54 per hour. Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Job Evaluation Factor Scores 

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.