Description

The English Language Program (ELP) within Continuing Education is currently seeking a Full-time Regular Manager, Homestay Program.

Reporting to the Manager, Customer Service and Operations, the Manager, Homestay Program works closely with the Manager, Group Programs and collaboratively with ELP staff in a cross-functional environment. The Manager, Homestay Program is responsible for the planning, delivery, administration, and continuous improvement of student-centered accommodation services for English language learners, as well as developing and maintaining strong relationships with partner organizations.

Summary of Key Responsibilities

Homestay Operations

- Recruit and maintain sufficient pool of host families for all terms. Work with marketing to develop various host recruitment campaigns.
- Evaluate host family suitability through applications, interviews, home visits, and police checks.
- Monitor host family performance through evaluations and site revisits, maintain long term evaluation record and provide corrective feedback as required.
- Match students and host families based on preferences, availability, and suitability. Communicate the placement to host families and students in a timely manner.
- Coordinate student arrivals and departures. Support group student airport arrival.
- Administer host contracts and agreements. Ensure content of those documents remain current.
- Ensure homestay information on website, registration system, and promotional materials remain current and accurate.
- Provide after-hours emergency support for students and host families. Respond to homestay emergencies and arrange alternate accommodations when required.





Student and Client Support

- Build and maintain strategic relationships with partner universities to enhance student success and institutional alignment.
- Communicate program expectations, policies, procedures, and responsibilities to students regularly.
- Deliver student orientation sessions ensuring all important information was communicated and understood by students.
- Investigate and resolve student concerns, complaints, and disputes. Facilitate conflict resolution involving students and host families.
- Respond to crises and support students at risk through referrals and interventions.

Host Family Support & Engagement

- Serve as the primary point of contact for host families.
- Provide ongoing guidance, coaching, and support.
- Ensure host families understand program expectations and procedures.
- Deliver host family orientation sessions ensuring all important information was communicated and understood.
- Investigate and resolve host family concerns and complaints.
- Support host family retention and engagement.

Program Management

- Recruit, hire, train, supervise, coach, and manage the performance of Homestay Program staff.
- Schedule and run meetings with stakeholders within and across the teams regularly.
- Maintain and enhance homestay databases, systems,



and reporting tools.
- Manage records retention and privacy compliance.
- Ensure compliance with Languages Canada standards and applicable government and university requirements.
- Monitor financial accounts, revenues, expenditures, host payments, and student fees.
- Assess market conditions and recommend fee and payment adjustments.
- Attend conferences and training to maintain industry connections. understand best practices and emerging trends and apply these to the program operations.

Qualifications / Requirements

- A post-secondary degree or diploma in a relevant field.
- Oral and written fluency in Japanese language for professional and business communication.
- Minimum of three years of experience in international ESL or international education sector.
- Minimum five years of experience working in Japanese business or professional environments and demonstrated success in supporting Japanese B2B clients.
- Minimum five years of customer service experience or equivalent combination of experience and training.
- Valid Alberta driver's license and ability to conduct site visit using their own vehicle.
- Demonstrated excellence in communication, interpersonal relations, and customer service.
- Experience and/or training in conflict resolution and mediation.
- Experience responding to emergencies and resolving crises by providing emergency support services.
- Demonstrated commitment to continuous learning and career development.
- Strong organizational, administrative and time management skills with the ability to manage multiple priorities and meet deadlines. <

📌 Manager, Homestay Program, UCalgary Continuing Education (Calgary)
🏢 University of Calgary
📍 Calgary