2. VIHSP Departments Marketing and Student Support Services Administrative Services Homestay

3. Marketing and Student Support Services

4. Long term Students: 685 Students on graduation program & English language development programs Short-term Students: 504 Short term Groups & Individual Students July/ August Summer Program Students 24 nationalities

5. Marketing Activities Conducting market research Developing new programs and markets Strategic planning of promotional activities Planning of media campaigns Establishing promotional incentive programs Branding and positioning of Victoria International Highs School Programs Giving school tours to agents, potential students, parents, school representatives and chaperones

6. Promotional Activities Attending education and agent fairs and education trade missions Visiting offices of active and potential educational agencies Conducting agent training sessions Conducting information seminars at Canadian Embassies Conducting visits to partner schools Developing and maintaining sister school agreements Meetings students and parents of future, current, and alumni students Holding alumni/parent events

7. Communications with all stakeholders Monitoring student well-being Supporting & managing critical issues with students Facilitating program adjustments, extensions, & changes Additional academic advising Coordinating language support Homestay support and integration Study permit & grade legalization Travel authorization Assisting with extracurricular activities Student Support Services Network

8. Management, leadership and supervision Leadership, management, and supervision within ISP office Approval of student applications Supervision and administrative support for teachers at Uplands Managing and supervising extra-curricular activities for students (ie. ski trips) Granting equivalency & transfer standing credits & advising on course changes and school transfers International Domestic Vetting new agents and monitoring business practices. Setting expectations for agents Monitoring agents’ performance Supervising chaperones from source countries Supervising & welcoming teachers and leadership teams from partner schools Leading education-focused delegations from Ministry, municipal, or district level groups visiting Victoria Managing relations with counterparts at Universities and Colleges in Canada

9. Programs Supporting Engagement and Adaptation Academic Transition Program (ATP) @ Uplands Campus Grade 10 & 11 academic courses with ESL support Year-round 3 cohorts approximately 80 students each year

10. Programs Supporting Engagement and Adaptation Orientation for new students Planning and supervising a week of orientation for 250 - 400 new students/semester Trips and excursions for International Students

11. Marketing and Promotions Marketing Materials, Print Advertising, Website Coordinating design, content development and updates Ensuring consistent use of branding On-line Marketing Managing activity with recruitment websites / services Conducting targeted email campaigns Creating content for promotional articles & newsletters Promotional Items Sourcing, ordering & coordinating custom artwork

12. Social Media Facebook Page Researching and creating content Page monitoring and administration Engaging with followers Customer service YouTube Channel: StudyinVictoriaSD61 Videos and slideshows

13. Group Program Proposals Providing service and support to agents Determining capacity to meet group requirements Preparing written proposals Negotiating program terms, content and pricing Communicating confirmed program details to staff

14. Database Management Database function Troubleshooting and problem solving Upgrading software to improve functionality Maintaining data integrity Developing systems to reduce manual work and increase efficiency

15. Pre-Arrival Learning Student support initiative: On-line Pre-Arrival Learning Program Customized, web-based program that supports students prior to arrival English Assessment - planning ahead for ESL needs Orientation - better preparation prior to arrival, creates confidence for students and parents English Language Course - fun, interactive lessons: general English, vocabulary, English for living in Canada Smartphone App Airport arrival and transfer

16. Administrative Services 1. Administration (5 staff members) First point of contact for parents, agents, students and district staff 2. Accounts Department (2 staff members)

17. Main Office

18. Main Office Office Manager Oversees office staff Manages timelines Training of office processes and procedures. Assists the Director and VIHSP managers with the following letters of invitation, probation letters, academic scholarships Prepares legalizations of final marks 2011/2012 –prepared marks for over 300 students Vets international family’s paperwork to determine eligibility to be an international non fee paying student. Assists students (parents/agents) with study permit and visa renewals

19. Main Office Registrar Secretary Process long term student and short term individual applications Reviewed over 400 applications during peak period May to July Prepares key documents so students can study in Canada including: Custodianship letter as required by Canada law Letters of Acceptance Receipts all payments Assist students with renewing study permits and visa renewals Reviews with students their applications Provides key documentation In constant communication by email/phone with agent/parents and schools

20. Main Office Short-Term Group & Activities Registrar Registration of all short term groups and Camp Victoria New Student Orientation and Activities Sets up for new students - 400 last August Communications to parents/agents Activities include Whistler, Rocky Mountain, Mt Washington Agent Agreements Communicates with new and current agents in coordination with management Maintains Agent Database re any changes to commission, address or staff changes.

21. Main Office Receptionist First point of contact for schools/parents/agents/students to our Program Meets and greets all who come in to the office Promo materials and pack-ups Agent offices – 200 + active agents Educational fairs Travel applications Vets students request to travel within BC/Canada/US Report cards Works with school staff to get info to parents/agents Maintains over 600 students report cards Supports other admin staff during peak periods

22. Main Office Database Operator Maintains the database of all student information Short term, Long Term and Camp Victoria – over 1000 students last year Including parent info, school placements and homestay Communicates all information regarding students to schools and parents/agents Sends confirmation of registration Homestay placements and changes Arrival Info Withdrawals and/or dismissals Study Permits and Medical: Guard. me and Medical Services Plan Ensures coverage is ordered and maintained for all students in short-term and long-term programs Collects and enters Study Permit and passport copies – crucial for keeping students enrolled on MSP Reviews the 1701 twice a year to ensure accurate information is sent to the schools Runs queries to provide information on school enrolment to ISP staff and schools

23. Accounts Department ASSISTANT ACCOUNTANT Works closely with Financial Services and ISP management on all money matters including: Reviews receipts and processes deposits Helps with numbers for the budget Prepares refunds based on parent/agent requests Prepares commissions to agents Prepares and confirms payment to schools based on number of international students ACCOUNTS CLERK Administers homestay cheques Prepares cheques for 100+ long term and individual short term students Prepares and processes homestay refunds to students at the end of their program Peak periods- end January (150+) and end of June (300 +) Account reconciliations: medical and homestay Supports Assistant Accountant during peak periods

24. Homestay Department Department Overview Homestay Coordinators and School Families Average number of students in Homestays: 800 Families Actively Involved with the Program: 730

25. Homestay Staff Homestay placements and family registration Conflict and crisis resolution

26. Homestay Staff PLACEMENT OF STUDENTS AND RECRUITMENT OF FAMILIES Reviewing criteria and preferences for homestay matches Recruiting and selection of homestay families Communication with agents and parents Monitoring and assessing placements Student support and host family support

27. Homestay Staff CONFLICT AND CRISIS RESOLUTION Mediation and conflict resolution Emergency and critical support for students On-call on a rotation basis Student support and host family support Prompt and timely communication with agents and parents as well as school staff and program managers.

28. Homestay – Communication Communication Process in Emergency or Critical Cases