Position Description – Campus Service Officers Clerk 1/2 – Newcastle Campuses
NSW TAFE COMMISSION
HUNTER INSTITUTE
POSITION DESCRIPTION
POSITION DETAILS:
POSITION NO:
POSITION TITLE: Campus Services Officer x 10
REPORTS TO: Team Leader (1 of 4)
UNIT/SECTION: Campus and Administration Services
COLLEGE/CAMPUS: Newcastle, Hamilton, Hunter Street & Tomaree
JOB ANALYST:
DATE: January 2004
MAIN PURPOSE OF POSITION
Provide quality administrative and clerical support for specified teaching sections within one of four Customer Service Teams. The Campus Service Officer (CSO) also provides support services to students including course information enquiries.
KEY ROLES AND RESPONSIBILITIES
- Process and maintain accurate and secure databases in all aspects of the Enrolment and Fees System (EFS), Student Information System (SIS), the Course Information System (CIS), Exam Timetable Management System (ETMS), TAFEcard System, CLAMS, REMS and Application Processing System (APS) to provide accurate information to management, staff and students.
- Provide systems support in corporate applications for staff of the teaching sections to enhance teaching and learning outcomes across the four campuses, including the provision of student and teaching curriculum documentation.
- Maintain the student administration functions including the data entry; application, enrolment and assessment processing; printing and distribution of enrolment forms, mark sheets, student result notices and course completion notices and recording and distribution of TAFE testamurs to provide a quality customer service and accurate information in accordance with TAFE policy and guidelines.
- Process student entitlements, TAFE Fees, exemption and refund applications to provide a quality service to students.
5. Provide quality information as a first point of contact to prospective students on TAFE NSW courses, course entrance requirements and campus/institute services, via the counter and telephone.
6. Provide cashiering facilities as required including cash receipting and balancing of the TAFE FEES, maintaining the petty cash advance account and filling payments in advance, all within DET, TAFE NSW and legislative guidelines and regulations.
7. Submit invoices with acknowledgement of receipt of goods and services to the Regional Corporate Services Unit for payment.
- Provide relief and support for switchboard and mail sorting services, as required, to maintain quality customer service.
- Compile information from a variety of sources and process data for returns, reports and correspondence to meet the requirements of management and comply with legislative requirements.
- Participate in the development, implementation and review of a Customer Service Team Charter, incorporating team vision, purpose, goals, priorities, ground rules and key outcomes. Develop and implement customer service standards and key performance indicators to facilitate a continuous improvement culture.
- Provide administrative support for formal examinations to optimise resource usage and efficient examinations.
- Operate corporate network and PC based equipment and software packages used in TAFE NSW to maximise the effectiveness of the workplace.
- Support and practice the principles of Equal Employment and Educational Opportunities, ethical practice, the Charter of Principles for a Culturally Diverse Society and appropriate legislative requirements within the workplace to provide an equitable, safe and accountable workplace and learning environment.
LOCAL BACKGROUND/ENVIRONMENT
The Hunter Institute is the largest regional Institute of TAFE in Australia and the largest provider of nationally recognised vocational education and training services in the Central Coast, Newcastle, Hunter Valley regions of New South Wales servicing a population of more than 850,000.
Through its 15 well-equipped campuses, workplace delivery and other flexible delivery modes, the Hunter Institute enrols an average of 55,000 people each year. These students undertake courses with accreditation ranging from Statement of Attainment to Advanced Diploma and Graduate Certificate and increasingly include specialist programs delivered in, and for, industry. High school students are also able to undertake vocational training as an integral part of their high school program.
In 2007 the Hunter Institute delivered over 500 different vocational education and training courses to students across the Hunter and Central Coast. On offer was a spectrum of TAFE NSW courses delivered through the Institute’s six (6) faculties:
Ø Access and General Education
Ø Arts & Media
Ø Business & Computing
Ø Health and Community Services
Ø Industry and Natural Resources
Ø Tourism and Hospitality
The Hunter Institute’s staff are highly skilled and committed to providing a learning environment to meet the needs of students, industry and the community. Strategic alliances with industry and other educational providers, industry involvement in course development, benchmarking and customer research are some of the activities in which the Institute engages to continuously improve its services.
The “Newcastle Campuses” comprise Hamilton, Hunter Street, Newcastle and Tomaree campuses. The Tomaree Education Centre offers high quality courses across the Primary, Secondary and TAFE education spectrum to enable accredited study programs to be offered at each level with particular emphasis on course articulation and flexibility.
Courses from the six (6) Faculties of Arts and Media, Access and General Education, Industry & Natural Resources, Business & Computing, Health and Community Services, and Tourism and Hospitality are delivered across these campuses. These offerings include courses at various levels from entry level to Advanced Diploma.
The Newcastle Campuses accommodate specialist educational facilities, including nationally and internationally recognised Centres of Excellence. Specialist units include:
· Maritime Training Centre
· Information Technology Centre
· Specialist facilities in all levels of the Electrical and Electronics Industry
· Open Learning Centre
· Art and Design
· Tourism and Hospitality
· The Brewery Restaurant and Clydesdale Function Centre
· Hairdressing and Beauty therapy
· Boat and Ship Building
· Painting and Decorating
· Model Offices
· Applied Sciences
The Newcastle Campuses have a number of specialist Units that are not common to other Campuses within the Institute. These include a Child Care Centre, a 24 hour 7 day a week on-site Security Service, a Maintenance Team covering four trade areas, an incorporated Student Association and 24 hour Flexible Learning Centre located at Newcastle Campus.
In addition, the Newcastle Campuses accommodate the following Units that have Institute-wide responsibilities. The Institute Director’s Unit, Educational Planning & Development Directorate, Campus Operations Directorate, Finance and Administrative Services, Human Relations, Marketing & Public Relations.
KEY INTERNAL AND EXTERNAL RELATIONSHIPS
The position holder has contact with the following individuals or groups:
Ø Manager, Student & Campus Administration in relation to team leadership and operational support.
Ø Team Leaders Student & Campus Administration for assistance with interpretation and clarification of policies and procedures.
Ø Head Teachers and Teachers to provide advice on student administration policy and procedure, information on students as well as collection of EC documentation for batching.
Ø Public and community/businesses in relation to course information and general operational enquiries.
Ø Students in relation to student administration matters.
Ø Centrelink regarding student attendance and course inquiries.
Ø State Rail concessions office, Government and Private bus companies in relation to the issuing of travel passes.
Ø Open Training and Education Network (OTEN) for course and examination inquiries and coordination of locally conducted examinations.
Ø Institute Course Information Officers regarding course information.
CHALLENGES/PROBLEM SOLVING
Major difficulties and challenges faced by the position holder include:
Ø Sensitivity to competing demands by all stakeholders and to changing processes/procedures while being aware of and maintaining a professional attitude when responding to client needs.
Ø Prioritising daily work load, communication and liaising with other Campus and Institute staff to achieve positive outcomes in a changing environment so that a variety of processes are accomplished and deadlines are achieved and all inquiries are answered quickly and professionally while developing additional expertise in operational functions.
Ø Adapting to the implementation of new computer based systems, which will require the development of new skills and the requirement to undertake new tasks.
DECISION MAKING
It is expected that each Campus Services Officer would be able to make decisions on:
Ø Organising and prioritising own daily work tasks.
Ø Disclosure of information to clients.
Ø Recording and referring complaints.
Ø Dissemination of information to appropriate personnel and/or areas.
Ø Appropriate action to be taken when dealing with course information and student administration enquiries.
Ø Appropriate decisions on operational deadlines.
Ø Improving working methods within guidelines and regulations set out by TAFE.
SKILLS, KNOWLEDGE AND EXPERIENCE USED
1. Knowledge and experience of student administration and cashiering functions.
2. Demonstrated experience in the use of corporate computer systems and commercial software packages.
3. Competent liaison, negotiation, analytical and problem solving skills.
4. Well developed interpersonal, written and oral communication skills.
5. Proven organisational skills and an ability to meet deadlines and work in a high volume work environment.
6. Demonstrated clerical and administrative skills with accurate data entry and word processing skills.
7. Ability to work as a member of a team with minimal supervision.
8. Ability to contribute to the development and implementation of customer service standards and key performance indicators to facilitate a continuous improvement culture.
ORGANISATION CHART
The Organisation Chart for this position is attached on a separate page.
VERIFICATION
This section verifies that the position holder and supervisor have read the above position description and are satisfied that it accurately describes the position.
Position Holder:
Signature: Date:
Supervisor:
Signature: Date:
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