Program Assistant

2 weeks ago

Vancouver, Canada University of British Columbia Full time

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Administrative Support 3 (Gr7)

Job Title

Program Assistant - Student Services

Department

Intake Coordination | Program Support | Centre for Accessibility | Student Affairs | VP Students

Compensation Range

$4,594.00 - $4,827.00 CAD Monthly

Posting End Date

April 12, 2024

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Mar 4, 2025

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description Summary

This position is responsible for a full range of front desk reception services and student service processes for the Centre for Accessibility. The incumbent will coordinate and manage projects and processes that support academic accommodations for students with disabilities. These services/processes include Early Alert, appointments and providing referral information as appropriate; appointment scheduling; phone inquiries; data entry and file management. The incumbent provides administrative support for the Centre for Accessibility staff and has a responsibility for a wide range of general office clerical functions. Duties range from complex to routine and include maintaining a highly confidential client record-keeping system, correspondence, communications, project tracking and coordination, organizing meetings and supplies ordering. This position requires a thorough knowledge of Accessibility Advisor activities as well as other programs within the unit such as exams, student assistants hiring, alternate format production and Canada Study Grant funding. The incumbent should be comfortable directing queries to different campus resources as required. This position also requires good judgment, the ability to work independently in a complex and high paced environment, a high levelof interpersonal skill, the ability to respond with tact and sensitivity to highly distressed students, the ability to make decisions at times of high stress using analytical and situational methods. This position requires the ability to successfully manage a large amount of administrative responsibility while responding in a calm, caring and professional manner to student needs.

Organizational Status

Reports to and works closely with the Operations Manager of the Centre for Accessibility and interacts regularly with the Director of the Centre for Accessibility as well as the Accessibility Advisors. Works collaboratively with all members of the Centre for Accessibility team. Supervises student staff; liaises with other UBC units that serve students, faculty and staff on campus, off campus organizations and the public.

Work Performed

General
- Coordinates work processes, establishes work schedules and priorities, and resolves complex issues.
- Provides excellent, seamless and accessible reception service, and provides customer service to clients as required.
- Works collaboratively within a service team context to ensure high standards of service provision.
- Handles complex customer service complaints or inquiries, and implements corrective actions or identifies processes and systems that require improvement. Makes recommendations for changes.
- Responds consistently in a calm, caring and respectful manner to students presenting with a wide range of levels of distress and complexity of concern.
- Multitasks effectively in a very high paced work environment.
- Determines the urgency of requests for services and works closely with colleagues to coordinate a smooth flow of clients for drop-in periods in order to maximize student access to resources.
- Schedules advising appointments and registers exams utilizing several systems such as SIS, Clockwork, Outlook and DTM tables.
- Responds to requests for information, schedules appointments for clients, assists with crisis intervention and connecting clients with appropriate staff.

Administrative Support
- Coordinates the Accommodation Letter project. This includes verifying and updating over 1600 accommodation letters each year using the UBC Student Information System prior to the beginning of each academic year. This work is very time sensitive and requires collaboration with advising staff on unique circumstances. Progress must be accounted for and kept in line with deadlines.
- Ensures that reception and waiting room space are well maintained and make certain that office supplies, information materials and new client packages are stocked.
- Requests for approval and liaises with our communications coordinator to update digital signage information.
- Organizes and coordinates several QPR (Question, persuade and refer) Sui

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