The Program Assistant supports the effective and efficient administration of multiple program areas within Western Continuing Studies (WCS). As a member of the Learning Experience Team, the incumbent provides comprehensive administrative and operational support to ensure the successful delivery of high-quality continuing education programs.
The role serves as a point of contact for instructors and supports all aspects of instructional operations, including course material review, learning management system (OWL) administration, and classroom support. The Program Assistant works collaboratively with Program Managers, instructors, and internal stakeholders to ensure an exceptional teaching and learning experience while maintaining compliance with established policies, procedures, and quality standards.
Program goals include:
- Delivering exceptional administrative support to programs, instructors, and students.
- Supporting an outstanding and consistent student learning experience.
- Ensuring operational excellence through standardized processes and quality assurance.
KEY RESPONSIBILITIES:
Program Administrative Support
- Provides comprehensive administrative support to the Western Continuing Studies Instructional Team (approximately 120 instructors), Program Managers, and the Manager, Program Operations.
- Coordinates instructional operations to support the successful delivery of multiple programs and courses.
- Reviews course outlines and instructional materials for accuracy, completeness, accessibility, and compliance with institutional policies and program standards.
- Creates, updates, and maintains online course sections in OWL, ensuring consistency with WCS templates, branding, and quality standards.
- Performs quality assurance reviews of OWL course sites and instructional materials to ensure compliance with established processes and best practices.
- Provides instructor and classroom support, including preparing course materials, coordinating classroom resources, and assisting with audiovisual troubleshooting as required.
- Serves as a primary resource for instructors and students by providing guidance, training, and troubleshooting related to OWL and other instructional technologies.
- Coordinates the collection and maintenance of instructor biographies and other instructional information for publication on the WCS website and internal systems.
- Provides support for other administrative activities, projects, and operational priorities as required to meet the evolving needs of Western Continuing Studies.
Qualifications
Education:
- Minimum 3 year Community College Diploma
Experience:
- 3 years experience in a retail or sales environment with a strong orientation towards customer service and teamwork
Skills, Abilities & Expertise:
- Strong customer service skills with the ability to respond to inquiries, provide guidance, and resolve issues in a professional, timely, and solutions-focused manner.
- Excellent interpersonal, verbal, and written communication skills, with the ability to establish and maintain positive working relationships with instructors, colleagues, and internal stakeholders.
- Ability to work collaboratively as part of a team while also taking initiative and managing assigned responsibilities independently.
- Strong organizational, time management, and prioritization skills, with the ability to manage multiple competing priorities, meet deadlines, and maintain accuracy during periods of high-volume activity.
- Exceptional attention to detail, proofreading, and quality assurance skills, with a strong command of written English and the ability to identify and correct errors in course materials and administrative documentation.
- Strong problem-solving skills with the ability to troubleshoot issues, identify solutions, and escalate matters appropriately.
- Intermediate proficiency with Microsoft Office applications (Word, Excel, Outlook, Teams) and the ability to learn new software applications quickly.
- Experience working with learning management systems (e.g., OWL, Brightspace/D2L), databases, and administrative systems is preferred.
