The Learner Support serves as the primary point of contact for learners accessing programs and services through the organization. This role supports learners in identifying goals, exploring learning opportunities, navigating available programs and services, completing intake processes, and accessing appropriate referrals and supports.

The Learner Support works collaboratively with the Program Manager, instructors, Engagement Coordinator and community partners to ensure learners are connected to programs and services that best meet their needs. This position focuses on learner-centered support, intake, referrals, goal setting, learner navigation, follow-up, and documentation while promoting a welcoming, inclusive, and supportive environment for all learners.

Key Responsibilities

Learner Intake & Needs Assessment

- Serve as the first point of contact for learners seeking information about programs and services
- Conduct learner intake interviews and needs assessments to identify learner goals, interests, and educational objectives
- Assist learners in exploring available learning opportunities and determining appropriate program pathways
- Support learners in identifying personal, educational, employment, and community-based learning goals
- Gather and document learner information in accordance with organizational procedures
- Maintain a welcoming, supportive, and learner-centered intake experience

Learner Support & Navigation

- Provide information about organizational programs, services, and learning opportunities
- Assist learners in understanding program requirements, expectations, and available supports
- Guide learners to the appropriate Program Manager, instructor, or organizational contact based on identified needs
- Support learners in navigating available educational and community-based opportunities
- Assist learners in accessing information regarding financial assistance and available funding opportunities when applicable
- Promote learner confidence, self-advocacy, and informed decision-making

Referrals & Community Connections

- Identify situations where learners may benefit from additional community support or services
- Provide referrals to appropriate community resources, including employment services, settlement services, mental health supports,



disability supports, and other relevant community agencies
- Maintain current knowledge of community resources and referral pathways
- Assist learners in understanding referral processes and available support options
- Follow up with learners regarding referrals and service connections as appropriate

Documentation & Learner Records

- Assist learners with completing intake forms, registration documents, consent forms, and other required documentation
- Support learners who may face language, literacy, or accessibility barriers when completing forms and documentation
- Maintain accurate, confidential, and up-to-date learner records
- Document learner goals, referrals, intake information, and follow-up activities
- Ensure learner information is handled in accordance with privacy and confidentiality requirements

Learner Follow-Up & Support

- Conduct follow-up communication with learners following intake, referrals, or program entry
- Support learners in maintaining engagement with identified learning opportunities
- Monitor learner support needs and communicate concerns to the appropriate Program Manager when necessary
- Assist learners in overcoming administrative barriers related to program access
- Support positive learner experiences and successful connections to programs and services

Program Support & Administrative Assistance

- Answer phones, respond to inquiries, and assist visitors accessing organizational services
- Schedule appointments, meetings, and learner intake sessions
- Prepare learner files and maintain organized documentation systems
- Support data entry and record management activities
- Assist with photocopying, filing, and preparation of learner materials
- Provide general administrative support to assist with program operations as required

Collaboration & Communication

- Work collaboratively with Program Manager, instructors, staff,



Engagement Coordinator and community partners
- Communicate learner needs and concerns appropriately while maintaining confidentiality
- Participate in team meetings, professional development, and organizational training activities
- Contribute to a positive, respectful, and inclusive organizational culture

Qualifications Education & Experience

- Diploma or degree in Human Services, Social Work, Education, Adult Learning, Community Development, Psychology, or a related field preferred
- Experience working with adult learners, newcomers, vulnerable populations, or community-based programs is an asset
- Experience in learner support, intake services, client services, community services, or related roles preferred

Knowledge & Skills

- Understanding of adult learning principles and learner-centered approaches
- Robust interpersonal, communication, and active listening skills
- Ability to build positive and respectful relationships with diverse learners
- Knowledge of community resources and referral processes
- Strong organizational and documentation skills
- Ability to maintain confidentiality and professional boundaries
- Proficiency with Microsoft Office and electronic record-keeping systems

Other Requirements

- Commitment to inclusion, equity, accessibility, and culturally responsive practice
- Ability to work independently and collaboratively within a team environment
- Strong problem-solving and critical-thinking skills
- Ability to support learners with professionalism, empathy, and respect

Working Conditions

- Combination of office-based and learner-facing work
- Frequent interaction with learners, community members, and partner organizations
- May involve very rare evening or community-based activities

· Some office hour events within the organization and community-based activities
- Fast-paced environment requiring strong communication, organization, and adaptability

Reporting Relationship

Reports to: Programs Manager

Pay: $22.00-$24.00 per hour

Benefits

- Casual dress
- Extended health care
- On-site parking
- Wellness program

Ability to commute/relocate:
- Grande Prairie, AB T8V 6G5: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 Learner Support (Grande Prairie)
🏢 Grande Prairie Council for Lifelong Learning
📍 Grande Prairie