Student Support Officer

**Key Responsibilities of Role**:

- To be the frontline of customer service for students and visitors of WIA/BIA.
- To assist with monitoring the courses offered by the Academic Team and provide overall guidance and support to the Academic Manager / Course Coordinator in managing the WIA Head Trainer(s)/ Trainers within your Team and in relation to the running of course programs.
- To coordinate with the Academic Manager / Course Coordinator in monitoring that training and assessment are delivered to the requirements of industry standards.
- To maintain a standard of assessment and delivery of course programs in relation to policy and procedures of WIA/BIA.

**General Duties as a Staff Member**
- Review and keep up to date on policy and procedure set out in the student handbook, staff handbook and policies and procedures manuals for thorough knowledge of the compliance requirements
- Maintenance of current affairs’ knowledge relating to skills needs, training requirements and student support services on regional, national and international levels.

**Duties/Responsibilities**:
**Receptionist/General Administration**
- Provide exceptional face to face customer service to students and visitors of WIA/BIA.
- Maintaining the reception desk and dealing with students, visitors and their enquiries in a friendly, courteous and tactful manner.
- Perform daily set up duties for WIA/BIA, ensuring that reception and all common areas are maintained to a high standard.
- Answering correspondences and enquiries effectively and efficiently, ensuring they are transferred to the appropriate person.
- Checking, re-ordering and maintaining office stationery and supplies.
- Handling any other relevant duties in the Administration Team and supporting campus staff as the need arises.
- Assisting Marketing Team for promotional/campaign activities.
- Maintain awareness of the Critical Incident process contact personnel, locations, contact details and currency
- Maintain notice board current awareness documents (such as the CIP)
- Maintaining system resources within the Administration Team.
- General housekeeping duties as required

**Academic Assistant**
- Assist the Academic Manager / Course Coordinator in monitoring course progress for all VET students and identify students who are at risk of not maintaining satisfactory attendance and/or failing to make satisfactory course progress.
- In coordination with Academic Manager will provide one-on-one student academic counselling.
- Assist the Academic Manager / Course Coordinator in monitoring compliance requirements necessary for the running of the academic programs with current legislation in particular the AQF, National Code of Practice, the ESOS Act and the National VET Regulator Act 2011 and the Standards for Registered Training Organizations (RTOs) 2015.
- Ensure the health, safety and welfare of all trainers and students
- In coordination with the Academic Manager is responsible to provide, maintain and update documents required by the WIA/BIA for trainer/assessor personal folder.
- Need to be confidential and maintain information regarding individual student assessment decisions at all times.

**Student Administration**
- Monitor, collate and record student attendance information in WIA/BIA’s student management software
- Monitor, prepare, issue and record correspondence letters to students as required
- Ensure all data-entry requirements are accurately and efficiently completed for all student administration and academic records.
- Prepare and type any correspondence, forms, timetables, student references and other documents as required

**Student Welfare**
- Conduct and assist the students through the Orientation Process at WIA/BIA
- Respond to questions from students in relation to all courses
- Provide assistance to students involving their individual student files as required
- Provide counseling services to individual students as needed
- Assist students as required during the complaints and appeals processes
- Provide assistance to individual students with various welfare issues (referral)
- Maintenance of knowledge on any changes in State or Federal legislation impacting on Institute operations, student learning and student support services
- Refer students to various support services available externally
- Assist students (where practicable) to acclimatize themselves to life in Australia
- Refer students to WIA/BIA staff who speak different languages and can assist in unofficial translations
- Assist students with information regarding course progress (academic), attendance requirements and accommodation issues
- Ensure that students are aware of the welfare-related student support services’ contact details located in their student handbook and on the Notice Board.
- Update this information as required
- Advise students on appropriate contacts in order for them to access information regarding legal services, emergency and health services
- Advise and assist st