Service Adviser

5 months ago

North York, Canada Seneca College of Applied Arts and Technology Full time

**Join the Renewed Seneca, The Next Seneca.**:
Guided by _The Next - A Strategic Plan for Seneca Polytechnic_, we offer a working environment that is innovative, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth. We focus on health and wellbeing in all its forms to provide a great employee experience.

**Position Summary**:
Reporting to the Manager, Operations & Administration within Accessible Learning Services (ALS), the Service Adviser combines administrative, coordination, and interpersonal skills to facilitate the delivery of high-quality services to prospective and current students with disabilities at Seneca. This includes coordinating support services for students registered with ALS, such as Computerized Notetakers, Sign Language Interpreters, Educational Assistants, transcription services (e.g., Otter), and Notetaking services. The Service Adviser also plays a role in ongoing improvements and the implementation of processes relevant to ALS, collaborating with various stakeholders and vendors.

**Responsibilities**:
**Coordination of Student Services**
- Serves as a point of escalation for inquiries, acting as a central contact for coordinating services for current students registered with ALS.
- Facilitates and coordinates the acquisition of Interpreters, Computerized Notetakers, Educational Assistants, Academic/ADHD Coaches, Tutors, and any additional services required to support students with disabilities.
- Liaises with academic departments and service providers, such as George Brown College and the Canadian Hearing Society, maintaining regular communication to ensure the timely provision of Interpreter and Computerized Notetaker services.
- Works with available resources as needed to explore alternative arrangements, such as securing backup notetakers, peer assistants, or utilizing technology to meet the specific needs of students.
- Ensures that procedures regarding Computerized Notetaking and Interpreting Services align with established internal policies as well as with Ministry guidelines and allocations.

**External Communication**
- Provides information and guidance to prospective students, external agencies, secondary school teachers, guidance counselors, special education staff, and parents regarding the available services and support for students with disabilities.
- Collaborates with academic departments to respond to inquiries from prospective students, gathering necessary information and addressing any specific concerns or questions related to disabilities and accessibility.
- In preparation for admission, works with resources within ALS to ensure proper coordination of pre-admission and skills assessments for students with disabilities to determine the specific needs of prospective students and to guide the provision of appropriate accommodations and support services.

**Office and Student Support**
- Collaborates with and provides support to front-line administration team in handling student inquiries, assists the team in addressing escalated or crisis situations involving students, and provides students guidance on appropriate resolutions.
- Supports ALS frontline workload during high volume periods by coordinating resources, implementing streamlined processes, and providing additional support to ensure a smooth start to the semester for students.
- Offers alternative supports to students with disabilities when needed by collaborating with other departments to complement the existing services provided by ALS.
- Works as a liaison between students and other service departments, such as the Service Hub.

**Process Review, Recommendation and Implementation**
- Works closely with management and relevant stakeholders on process improvements for ALS, including optimizing the utilization of the records keeping management system (e.g., ClockWork).
- Gathers information from informal and formal sources such as feedback from students, focus groups, and surveys to identify trends, recommend solutions, and develop workflows for continuous improvements within ALS.
- Utilizes both qualitative and quantitative methods, including statistical analysis, to gain insights into the effectiveness of services and identify areas for enhancement.
- Compiles and maintains reports year-over-year to inform decision-making processes.
- Represents ALS to ensure the specific needs and considerations of students with disabilities are taken into account during the development and improvement of institution-wide service delivery models.

**Qualifications**:
**Education**
- Minimum completed three (3) year diploma or degree in a related field, such as education, rehabilitation, special education, or disabilities.
- Additional education in qualitative and quantitative research and analysis would be an asset.

**Experience**
- Minimum three (3) years’ experience working with and coordinating services for persons with disabilities in

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