POSITION DESCRIPTION
POSITION TITLE: Enrolment and Fee Coordinator
DIVISION/DEPARTMENT: Information Centre – Student and Administrative Services
CLASSIFICATION LEVEL: Administration Officer Grade 6
REPORTS TO: Enrolment and Information Manager
DATE OF PREPARATION: May 2011
1. PRIMARY OBJECTIVES
Coordinate administrative duties associated with enrolment and re-enrolment across all streams of study and locations to provide an efficient and effective enrolment service which meets the needs of clients and the Institute.
Coordinate the Institutes course Fees and Charges registered for all areas within the business. To ensure government regulations and Institute strategies and compliance requlations are embedded with the organisation.
Develop communications and provide information on all enrolments and fess to support the recruitment function of the student lifecycle.
Coordinate and execute all tasks and actions associated with enrolment days within the institute, across all streams of study.
Actively maintain expert knowledge of fee and eligibility legislation within all states the Institute operates and disseminate this information to the broader institute through communications, workshops and other methods as required.
2. ORGANISATIONAL ENVIRONMENT
2.1 Reporting Relationships
Enrolment and Fee Coordinator reports to the Enrolment and Information Manager.
There are no subordinates reporting to this position.
2.2 Role of Area
The role of the Information Centre, which sits under Angliss Corporate, is to serve customers efficiently and in a timely manner to meet their needs for premium service and personalised attention. The Information Centre is the critical first point of contact for many interactions with the Institute and must reflect the Institute’s market position as the high quality provider of training programs.
The Information Centre was established to provide a single point of contact for its clients for information via phone, internet, counter (in person) and fax, dealing with enquires, booking activities and transacting payments. Speed, accuracy and first contact resolution are the main aims of the area.
The Information Centre encompasses six areas. These are:
· Information Counter is responsible for the efficient provision of student administration services associated with applications, enrolments, payments, unit additions and refunds.
· The Call Centre is responsible for the provision of course information, reservations for the Short Course program, Compliance program and Coffee Academy and commercial enquires, over the phone fee payments and all correspondence via the internet.
· Reception is responsible for registering and directing visitors to the Institute, switchboard, sorting the mail, franking the mail, managing couriers, taking deliveries and booking institute facilities.
· The apprenticeship enrolment coordinator – foods program departments, is responsible for the annual enrolment process which incorporates the pre enrolling management of apprentices.
· The enrolment coordinator is responsible for coordinating the enrolment systems and processes for all mainstream enrolments.
· Higher Education – to provide systems, processes and operational support to maintain the administrative requirements and reporting regulations associated with delivering Degree programs and Fee Help.
2.3 Role of the Position's Supervisor
The primary role of the Enrolment and Information Manager is to ensure that the department provides a high standard of customer service including provision of course information associated with all Institute programs (accredited and non-accredited courses), enrolments, fee calculation/receipt, invoice authorisation and refunds and course database maintenance. The incumbent is required to provide initial information on commercial services provided by the Institute and take reservations for selected courses, Institute services and facilities.
Manage the collection and calculation of fees for all courses including managing the daily balancing process ensuring policies of the Institute and Government requirements are met. The incumbent will also authorise all refunds and maintain Austudy, Centre Link and Health Care Card (HCC) data to comply with audit requirements.
The position is required to manage internal processes for payment plan enrolments, refund request applications, accurate calculation of student/employer invoicing systems and International payments.
The position is responsible for the accurate and timely input of all information into the client database in QLS in accordance with the policies and procedures of the Institute, management of the Information Centre’s intranet.
The incumbent’s role includes supervising the Call Centre and Reception team to ensure they operate cost effectively and efficiently, with committed staff focused on achieving service standards and organisational objectives. This will include staff performance review and action planning, the development of training plans and the provision of professional development opportunities for all staff in conjunction with the Professional Development Officer.
The position manages the coordination of the administrative duties associated with enrolment and re-enrolment in P funded, apprenticeships and fee-for-service courses to provide and efficient and effective enrolment service to meet the needs of clients and the Institute.
The Information Centre is the central point of contact for all enquiries into the Institute and as such, is required to deal with a wide variety of matters from both internal and external sources. It is essential that the incumbent effectively promotes a professional image of the Institute through high quality communication/customer service skills to staff, clients and the public by an appropriate personal and telephone manner.
The incumbent allocates priorities to the daily workload, which requires judgement in determining the order and importance of duties to be carried out. Tasks include supervising staff, rostering, efficient and timely answering of all calls and reservations (via phone, fax and email), booking of Institute facilities, daily balancing of the counter takings, daily administrative functions, face to face customer service and liaising with Institute personnel.
The position manages the administration requirements registered under the HESA Act for degree programs which also incorporates Fee Help registration and reporting requirements.
2.4 Role of the Position
The Fee and Enrolment Coordinator is to ensure that a high standard of customer service is delivered to all stakeholders, with a student-centric focus.
Coordinate and execute all tasks associated with enrolments for both direct, VTAC and other state admission centre’s applications, including application management, offer management and all associated communications.
Coordinate the Institute’s selection enrolment processes for applicants across all intakes, ensuring the process is streamlined and compliant with the Institute’s policies and procedures.
The position is required to coordinate the effective operation of the Institute’s re-enrolment process for all continuing students ensuring all requirements are met in accordance with the policies and procedures of the Institute.
Coordinate and monitor the course applications process for the Institute to ensure timely, efficient and customer focussed processing of clients applications in accordance with Institute policy.
Act as the fee information subject matter expert, providing in-depth knowledge around fees, fee schedules, VET FEE-HELP, student eligibility and funding options.
The position coordinates the allocation of student communications for VET FEE-HELP, including Commonwealth Higher Education Student Support Number (CHESSNs), Commonwealth Assistance Notices (CANs) and reporting on the data associated with this.
The position is to act as the fees and charges subject matter expert, providing advice and information to both internal and external stakeholders to ensure all staff and students understand their obligations and the policies of the Institute.
Coordinate enrolment day events across the institute and coordinate all staff, tasks and resources to ensure the experience satisfies the students’ and Institute’s needs.
The position will drive the planning of the annual enrolment and re-enrolment process and calendar in consultation with program areas and student management centres to ensure all requirements are met from all departments within WAI.
Act as the Tertiary Admission Centre (TAC) liaison officer including developing material for all publications, managing the selection process and issuing offers in accordance with both Institute and admission centre policies and procedures.
The position oversees the accurate and timely input of all information into the client database in QL Students.
It is essential that the incumbent effectively promotes a professional image of the Institute through high quality communication / customer service to all staff and the public by displaying appropriate personal conduct and telephone manner.
The incumbent will ensure that the expert level of knowledge required for the position is maintained through research and department meetings with all areas of the Institute, it is vital that each incumbent has a constant flow of up to date and accurate knowledge.
Coordinate the collection and reporting of enrolment data (including general statistics, VET FEE-HELP data and VTAC data), following the timelines dictated by the Institute and various governing bodies.
The incumbent is required to coordinate all tasks associated with invoicing, enrolment variations, course refunds, cancellations and withdrawals.
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.
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.
The incumbent will be required to follow the William Angliss Institute publishing standards to publish authorised material on behalf of the department.
2.5 Internal Communication
The incumbent, as part of the senior member of the team will be required to adopt an open honest and direct approach to dealing with each other and other Information Centre Team Members. Communication will frequently extend to staff of the Institute in order to facilitate the effective operation of the area. This includes development and implementation of documentation, policy and procedures to enhance the operations of the Unit.
Liaise with all program areas – including Managers, Senior Educators and the Student Management Centres at the Institute to maintain and effective working relationship.
It is imperative that the incumbent maintains a strong awareness of the activities of the Institute and seeks to articulate this to the public and clients.
2.6 External Communication
External communication requirements of the position involve extensive liaison with prospective clients regarding the provision of course advice and assistance for all programs.
External communication in person and by telephone with prospective and current clients is required on an ongoing basis relating to all services. The team member may also be required to initiate telephone, e-mail and fax contact to promote the Institutes’ products.
Resolve any enrolment issues with respect to prospective students.
The position also liaises with relevant Government Departments, e.g. Department of Education, Employment and Workplace Relations. (DEEWR) to provide information as required and involves extensive liaison with Office of Skills Victoria, New Apprenticeship Centres and Group Training Organisations and TAC offices
2.7 Challenges and Constraints
As the Information Centre is constantly improving there will be some challenges facing staff as they establish new systems and procedures and develop a shared knowledge base.
3. KEY SELECTION CRITERIA
· Substantial experience in an administration coordination role.
· Excellent administrative skills with proficiency in the Microsoft suite, specifically Word, Excel, Outlook e-mail and in house databases.
· Effective communication skills with the ability to communicate with people from all sectors of the community both nationally and internationally.
· Highly developed organisational skills including the ability to work in a busy work environment and meet tight deadlines.
· Ability to plan and coordinate administrative operations and communications with a high degree of independence and responsibility.
· Demonstrated behaviours that align with the William Angliss Institute Values.
Desirable
· A Business tertiary qualification is desirable, but not essential.
4. SPECIFIC ACCOUNTABILITIES
4.1 Overall Accountabilities
The role will be required to comply with the Institute’s Code of Conduct, Occupational Health and Safety Policy and Procedures, Managing Diversity Policy and Procedures and any other relevant legislation, policy, procedures or practices.
Respond to the needs of the Institute and Clients in line with the Privacy Act regulations.
Act on behalf of the Institute as the main point of initial contact for clients for an exceptional level of customer service.
Ensure all published information that specifically relates to this position is maintain and update accordingly.
Coordinate and deliver the appropriate training to the Institutes program areas relating to the specifics of this position with particular attention to Fees and Enrolments.
Maintain a high level of professionalism at all times and escalate concerns or issues when required.
4.2 Policy and Planning
Participate with the Information Centre team in department planning and the development of administrative policies and procedures to meet the needs of internal and external clients and support the Institute’s strategic directions.
Develop and implement policies and procedures for the Information Centre in relation to enrolment and re-enrolment of all students. Ensure all activities are in accordance with the objectives of the Institute and secure record keeping and handling procedures are adhered to.
Plan and coordinate the enrolment and re-enrolment process and days for the Institute including the development of an annual enrolment calendar and all the required resources.
Develop continuous improvement and strategies in relation to the Enrolment process and the management of Fees.
Develop a process to streamline the VTAC credit transfer application process, stage entry enrolments and rolling flexible enrolments.
4.3 Organising and Operating
The incumbent is to take every measure to ensure that the confidentiality of clients and the Institute is not breached.
Answer counter and telephone enquiries from clients, teachers and the public.
Maximize the benefit of any customer contact by offering alternate products and services.
Coordinate enrolment day requirements for both apprenticeship and non apprenticeship programs
Schedule enrolment requests into the Institute enrolment calendar.
Coordinate the administration requirements in the areas of refund and invoice requests.
Maintain preparation timelines and checklists for the requirements of VTAC and direct entry enrolments.
Constantly assess and streamline the process for unit addition/variation, cancellation/deferment for both local and International students in conjunction with departments.
Work with Student Records department in having a greater involvement in the management of enrolment information for compliance, audit and AVETMISS requirements.
Design and modify documents used for enquiries, applications and enrolment documents.